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Returns procedure - Wiggle Customer Service

Unwanted item/Not faulty

If you have changed your mind on your purchase, you have 365 days to return it!

Please make sure you respect the following criteria:

  • Products must be in the unused condition that you received them and in the original box and packaging
  • Items with specific sell by dates are exempt from the 365 day returns policy.

If your return order adheres to the above criteria, please follow these steps:

  1. Go to the “Return an order” page of your customer account

(You may be asked to log in into your account, if you haven’t already done so)

  1. Select the item(s) you wish to return
  2. Complete the “Return an Item” form giving  details on your reason for making a return
  3. On the next page you will see a link to your returns slip and also instructions on how to label your parcel
  4. Please print your returns slip and include this INSIDE the box or bag.
  5. Please put the product and the manufacturer’s packaging inside a box or bag.
  6. On the OUTSIDE of the box please write:
    • “Wiggle Ltd”
    • Your name
    • Your original order number (which can be found in “My Orders” section of your account)
    • The relevant return address as set out in the table below

Customer Region Returns Address

Austria

Please use the parcel label emailed to you by our Customer Services team
Australia

International Returns - StarTrack International
38 Annandale Road
Tullamarine
VIC 3043  Or

Wiggle Ltd. 3 Optima, Northarbour Spur Portsmouth, Hampshire, PO6 3TU, United Kingdom
Belgium Please use the parcel label emailed to you by our Customer Services team
Finland Please use the parcel label emailed to you by our Customer Services team
France General Logistic Systems France S.A.S., Wiggle Returns,
ZI du Château, 71 rue Elie Cartan, 62220 CARVIN
Germany

Please use the parcel label emailed to you by our Customer Services team

Our local returns address in Germany is: DHL Global Mail UK Retourenhub c/o DHL Home Delivery GmbH Vor de Hecke 910 34355 Staufenberg, Deutschland

Please make sure to use the DHL returns label provided. Should you decide to sent the return at your own expenses, Wiggle will not cover the cost for the return’s postage.

Ireland General Logistics Systems Ireland Ltd, Wiggle Returns,
Unit 1, Stadium Business Park,
Ballycoolin Road, Ballycoolin, Dublin 11
Italy GLS Italy SpA, Wiggle Returns, Via Basento, 19,
20098 San Giuliano milanese (MI)
Netherlands GLS Netherlands, Wiggle Returns,
Mindenstraat 4, 8028 PK ZWOLLE
Portugal GLS Portugal, Lda, Wiggle Returns,
Rua da Bica, nº 10, 2669-608 Venda do Pinheiro
Spain (mainland) GLS Spain, Calle Dinamarca, 6,
(Centro Transporte Coslada), COSLADA 28821
Sweden Please use the parcel label emailed to you by our Customer Services team
Japan

Wiggle Returns Centre, Mass Express Inc. 170-1, Oshimizu, Narita 286-0122 Chiba JAPAN

Rest of World Wiggle Ltd. 3 Optima, Northarbour Spur Portsmouth, Hampshire, PO6 3TU, United Kingdom
  1. Take the parcel to your local post office. We encourage you to use a tracked service when sending any parcels to your local return address or to the UK (only for the Rest of World) to avoid any delays as Wiggle cannot be responsible for any undelivered parcels.
  2. NOT FOR REST OF WORLD - Your parcel will be then returned to the Wiggle UK address via the local collection service. It may take slightly longer for us to process your refund as returns will be shipped back to the UK once a week from the local return location.
  3. NOT FOR REST OF WORLD - We will refund you the value of your goods, deducting the amount shown in the table below from your refund to cover the return journey to the UK.
  4. FOR AUSTRALIA, JAPAN AND REST OF WORLD ONLY - If you use the UK address please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.
Customer Region Returns Charge
Austria €3.29
Australia $15
Belgium €3.29
Finland €3.29
France €3.29
Germany FREE
Ireland €3.29
Italy €3.29
Netherlands €3.29
Portugal €3.29
Spain FREE
Sweden Kr30
Japan 1800JPY
  1. When your refund is processed, the funds will be returned to the original payment method. When you receive the automatic email that confirms the refund, which means that your return has been received and processed.

N.B.: If you want to exchange your item, you need to return it and then place another order.

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Faulty Item

If the item you received is faulty, please follow the following procedure:

  1. All used items must be cleaned before returning to us, we cannot deal with any dirty items and they will be returned to you.
  2. Contact our Customer Service agents through the Contact us form and wait for a reply before proceeding to Step 3
  3. Please print your returns slip and include this INSIDE the box or bag.
  4. Please put the product and the manufacturer’s packaging inside a box or bag.
  5. On the OUTSIDE of the box please write:
    • “Wiggle Ltd”
    • Your name
    • Your original order number (which can be found in “My Orders” section of your account)
    • “The relevant return address as set out in the table below
Customer Region Returns Address

Austria

Please use the parcel label emailed to you by our Customer Services team
Australia

International Returns - StarTrack International
38 Annandale Road
Tullamarine
VIC 3043  Or

Wiggle Ltd. 3 Optima, Northarbour Spur Portsmouth, Hampshire, PO6 3TU, United Kingdom
Belgium Please use the parcel label emailed to you by our Customer Services team
Finland Please use the parcel label emailed to you by our Customer Services team
France General Logistic Systems France S.A.S., Wiggle Returns,
ZI du Château, 71 rue Elie Cartan, 62220 CARVIN
Germany

Please use the parcel label emailed to you by our Customer Services team

Our local returns address in Germany is: DHL Global Mail UK Retourenhub c/o DHL Home Delivery GmbH Vor de Hecke 910 34355 Staufenberg, Deutschland

Please make sure to use the DHL returns label provided. Should you decide to sent the return at your own expenses, Wiggle will not cover the cost for the return’s postage.

Ireland General Logistics Systems Ireland Ltd, Wiggle Returns,
Unit 1, Stadium Business Park,
Ballycoolin Road, Ballycoolin, Dublin 11
Italy GLS Italy SpA, Wiggle Returns, Via Basento, 19,
20098 San Giuliano milanese (MI)
Netherlands GLS Netherlands, Wiggle Returns,
Mindenstraat 4, 8028 PK ZWOLLE
Portugal GLS Portugal, Lda, Wiggle Returns,
Rua da Bica, nº 10, 2669-608 Venda do Pinheiro
Spain (mainland) GLS Spain, Calle Dinamarca, 6,
(Centro Transporte Coslada), COSLADA 28821
Sweden Please use the parcel label emailed to you by our Customer Services team
Japan

Wiggle Returns Centre, Mass Express Inc. 170-1, Oshimizu, Narita 286-0122 Chiba JAPAN

Rest of World Wiggle Ltd. 3 Optima, Northarbour Spur Portsmouth, Hampshire, PO6 3TU, United Kingdom
  1. Take the parcel to your local post office. We encourage you to use a tracked service when sending any parcels to your local return address or to the UK (only for the “Rest of World”) to avoid any delays as Wiggle cannot be responsible for any undelivered parcels.
  2. NOT FOR “REST OF WORLD” - Your parcel will be then returned to the Wiggle UK address via the local collection service. It may take slightly longer for us to process your refund as returns will be shipped back to the UK once a week from the local return location.
  3. FOR AUSTRALIA, JAPAN AND REST OF WORLD ONLY - If you use the UK address please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.
  4. We will refund you the value of the goods plus what you pay for delivering it back to the local depot. N.B.: Please keep the receipt of what you paid for postage. We will contact you when we are processing the return if the cost you paid is not stated in the box. We will only refund up to £25 for postage costs. If your postage cost is higher, please contact us
  5. We will send an automatic email with the outcome of the warranty inspection.

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Wrong Item

If we have accidentally sent you the wrong item, please contact us.

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Bike, frame and bulky items ( turbo trainers, wheelsets...)

If you are not happy with your bike for whatever reason, you are welcome to return it to us for a refund so long as it is still new and un-ridden. Please let us know within 7 working days and we will arrange the return with you.

Please note the following:

Be sure you are happy with the bike as once used, returns cannot be accepted. Your statutory rights are not affected. We recommend you keep hold of the packaging just in case you need to return the bike to us. If you would like to return your bike within the 7 day period, you will need to cover the cost of returning the bike, along with ensuring the bike is securely packaged for transit as originally received.

Your bike is covered by the wiggle guarantee and the respective manufacturer’s warranty, please contact us for details. If your bike develops a fault within the warranty period please contact us before returning the bike or any of its components as problems can often be resolved without any postage costs being incurred. For health and safety reasons, please ensure that any returns sent back to us are clean.

 

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Returning a product purchased through the guest checkout

If you purchased an item without registering an account (‘Guest Checkout’) and you want to return it, you will need to register an account. Simply follow this link, ensuring that you use the same email address that you used to make the original purchase. This will be the same email address that we sent our confirmation to. You will then be able to see the order in your history and return any items that you wish, as well as tracking the status of any returns.

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Return a gift

If you want to return a gift, but you don’t have the order details, please contact us.

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None of the above

If none of the above situations apply to your case, please contact us.

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