CUSTOMER CARE

YOU’RE NEVER REALLY ALONE ON AN ELECTRA

We’re dedicated to making biking fun. So whatever you need, whenever you need it, we’ll do what it takes to get you back to your regularly scheduled shenanigans, tomfoolery and high jinks in no time.

GIVE US A HOLLER

Have a question, comment or concern? Just want to talk? We’re here to listen. Give us a call or drop us a chat message and we’ll make sure you’re taken care of.

Get in touch

KEEP IT REAL

Electra products are only available through Electra authorized retailers. Use this guide to make sure you’re buying our products from a reliable source.

Learn more

Orders

Ordering a bike
Our inventory is available to all Electra retailers so that you find the right bike for you when you want it. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery. There are no additional assembly charges for bikes. You will be contacted once it is ready for pick-up or delivery.

Order status
To check the status of your order, please log into My Account for order and shipping information. You can also track your order through the tracking link in your shipping confirmation email. Don’t have an account? Create one today and receive free returns, a detailed order history and stay up-to-date on the latest and greatest from Electra.

To speak to our customer care team, call 01908 360140 Monday through Friday 8 am to 5 pm. You can also reach us through live chat Monday through Friday 8 am to 8 pm and Saturday and Sunday 10 am to 4 pm.

Change or cancel order
Once you submit an order, it begins processing immediately and cannot be changed or cancelled. If you have changed your mind or would like to return your item, please follow our easy return process.

Order declined
If your order has been declined, please check with the financial institution that issued the card for additional information.

Retailer of choice
Sadly, a website can't fix a flat, tune your derailleur, put extra guac on your burrito or answer questions you may have about your ride. That’s why your local Electra retailers are geared up and ready to help. Plus, if you ship your order to one for pick-up, we’ll pay to ship it! Bonus!

Updating retailer of choice
You can update your retailer of choice anytime by logging into "My Account" and select "Update Preferred Retailer". To confirm your current retailer preference, select "Profile". Please be aware that you cannot change your retailer of choice once you have placed your order.

Shipping & Pickup

We are currently experiencing a high volume of orders on electra.trekbikes.com. Standard shipping, click & collect and home delivery orders may take longer than usual to be delivered. We are working hard to get your order to you as quickly as possible while continuing to ensure the safety of our colleagues, retailers and customers through social-distancing measures put in place by us and our delivery provider.

Please allow: 4-8 days for standard shipping on accessories
2-5 days for click and collect on accessories
5-9 days for click & collect & retailer home delivery bike orders


For click & collect and retailer home delivery orders, once your order arrives at your retailer they will contact you to arrange collection/delivery.

Electra.trekbikes.com offers three convenient delivery options:

Ship to your address:

FREE standard shipping on accessory orders over £40.

Available for accessories only. If you choose standard or express shipping, your order will be delivered to the specified shipping address in your account within 3 - 5 business days (1 - 2 days express). Refer to the shipping table below for standard and express shipping charges.

Click & collect

Available for both bikes and accessories. Electra offers free standard delivery to your local preferred Electra retailer. Accessory orders will be available for pick up within 1 - 2 business days. Bike orders will be available for pick up within 2 - 6 business days. There are no additional assembly charges for bikes. You will be contacted by the retailer confirming when your goods will be available for collection. Orders will be held for 14 business days after arrival. If you are unable to collect your order within this timeframe, please make arrangements with your selected retailer.

When you pick up your order please provide the following:
1. A copy of your order or shipment confirmation
2. Card used in the transaction
3. Photo ID

Retailer home delivery*:

Available for bikes only. Accessories can also be delivered via retailer home delivery if included as part of the same order. Select retailers can deliver your bike and accessories directly to your front door! At checkout, select "home delivery" to have your Electra retailer build your bike and deliver it to your home. An additional delivery fee of £35 will apply. All bikes ship to Electra retailer first for assembly. There are no additional assembly charges for bikes. With home delivery, you will be notified when your order arrives at your retailer and contacted to arrange a convenient delivery time.

Upon delivery, please provide the following:
1. A copy of your order or shipment confirmation
2. Card used in the transaction
3. Photo ID

*Note: not all Electra retailers offer this service.

Shipping Table

Delivery Method Orders under £40 Orders over £40 Expected Delivery Time
Standard Delivery £2.00 FREE 3-5 business days
Click & Collect FREE FREE Please allow 1-2 business days for accessories pick-up in store
Please allow 2-6 business days for bike pick-up in store.
You will be contacted by the retailer for collection date.
Click and Retailer Home Delivery N/A £35.00 Please allow 2-6 business days for home delivery.
You will be contacted by the retailer confirming the delivery date.

*Shipping schedule applies to orders placed before 16:00.

Delivery times to the Scottish Highlands & Islands may be extended depending exactly on where you live.
We only offer shipping to the UK mainland and Northern Ireland. We do not ship to the Channel Islands or The Isle of Man.

Electra ships Monday through Friday, deliveries will take longer if it’s a UK Bank Holiday period.

Merchandise that arrives damaged or defective will be either refunded immediately or a replacement sent depending on the wishes of the customer.

Tracking My Order
You will receive a shipping confirmation with a tracking link after placing your order. Registered account users can log into their account for delivery status.

Ship to store order pickup
Ready for pickup
Your Electra retailer will contact you when your order is ready for pick up either through phone or email. Your order will be held for 14 business days. Please make arrangements with your Electra retailer if you are unable to pick up within 14 days.

Picking up your order
Please bring a copy of your receipt, the card used in the transaction, and a photo ID.

Bike order
Bikes are intricate machines. In order to give you the best possible riding experience, your retailer will need at least 24 hours to build and fine-tune your new bike before it is ready for collection or delivery.

Ship to your address and order pickup
Each order can only use one shipping method. If you want an order to ship to your home and your local dealer you will need to place a separate order for each method of delivery desired.

International shipping
At this time, we only offer shipping to addresses within Great Britain. We do not ship to freight forwarding addresses.

APO or post office box shipping
At this time, we can only ship to residential or business addresses. If you have a PO Box, consider shipping your order to a retailer for free!

Returns & exchanges

We understand the importance of the right product and the right fit, and we want you to love your Electra. To make a return, please follow these guidelines:

To qualify for a return:

  • Returns will be accepted within 30 days of purchase.
  • The item(s) must be in new, unused condition with original packaging.
  • Proof of purchase required.
  • A refund will be applied to the original card used in the transaction.


Return to Electra retailer
Bring your order, with proof of purchase, to your local Electra retailer. Bike returns must be returned to the local Electra retailer who assembled your bike.

Return by mail
Return shipping is free to customers with registered accounts*. Please return your product with the original packing slip to the Electra address printed on your packing slip. Your packing slip allows you to use DPD for returning items, please refer to their “DPD Pickup”. Customers that checked out as a guest can also return the item to us using any other trackable method, at their expense. Please be certain to insure the package. If you do not have the packing slip, please include the following information with your return: Your name and billing address, the original purchase price and approximate date of the purchase, the item number of the merchandise, if available.

You will see a credit on your credit card account within 30 days. However, most of our customers will see it within 4-10 business days.

*Free DPD return service is available for packages up to 20 kg weight. Packages must be less than 1.2 metres length. Northern Ireland customers, please take returns to your local Trek Retailer. For any returns queries please contact us on 01908 360140

Bike returns
Bikes can be returned within 30 days if in new and unused condition. When you pick up your order or have it delivered, your Electra retailer will review the purchase with you and make sure it meets your expectations. Questions regarding your purchase should be directed to the Electra retailer of delivery. Electra warehouses will not accept returned bikes.

Exchanges
Electra.trekbikes.com offers refunds rather than exchanges. If you need another item in a different size or color, or different product altogether, please place a new order and follow the return procedure to receive a credit for your original purchase.

Return credit status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4–10 business days.

Shipping charge refund
If there was an error on your order such as wrong item shipped or damage during shipping, Electra will credit your original shipping charges (if applicable). Call us at 01908 360140. Shipping charges will be refunded if Electra: 1) ships the incorrect merchandise; 2) the merchandise was shipped damaged or defective; 3) the merchandise was damaged in shipping.

Your account

We understand the importance of the product and the right fit, and we want you to love your Electra. To make a return, please follow these guidelines:

Benefits of creating an account
By registering, you've officially joined the Electra family and shown your dedication to keeping riding fun. With your account, you'll receive free returns, a detailed order history and faster checkout with saved billing and shipping information. You'll also be among the first to receive exclusive Electra information.

Create your account
Creating an account at electra.trekbikes.com is easy. Click on Login/Register anytime. You can also create an account when you place an order.

Updating your account
You can change your account information by selecting Login/Register. Enter your email address and password to view your account information. You can update your email address, name, password, billing/shipping information and your preferred Electra retailer.

Payment

Forms of payment accepted
MasterCard, Visa, Visa Debit, and Maestro.

Card return status
Upon confirmation of your return, you should see the credit within 30 days. However, most customers see it in 4–10 business days.

Order declined
If your order has been declined, please check with the financial institution that issued the card for additional information.

Product Compare Rack

Start comparison
United Kingdom / English
You’re looking at the United Kingdom / English Electra Bicycle website. Don’t worry. We’ve all taken a wrong turn before. View your country’s Electra Bicycle website here.