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Ordering - Wiggle Customer Service

How to Order from Wiggle

In fact, it's so easy that we don't think you'll need any instructions but here they are, just in case:

  • Browse the wide range of products available from the Wiggle website and find an item you would like to purchase. Please click on that product image or title to be taken to the product page.
  • Scroll down the page until you see a selection of available product options
  • Choose the colour/size, if applicable
  • Click the "add to basket" button
  • Wherever you are on the Wiggle website, you can add items to your basket in the same way
  • You can check the contents of your basket and the total cost at any given time by clicking on the "View full basket" link at the top right of the page
  • Postage costs will be shown on the basket page under the “Delivery” area box. It will also include additional shipping information for your selected shipping destination
  • You can remove items from your basket or alter the quantity required at any time from the Basket page
  • To proceed to checkout on the Basket page click the "continue to checkout" button
  • Fill in all the order details on the secure checkout. If you are unsure on what to do during checkout, please view the section bellow.
  • Confirm your order details to complete your order

Please note: Deliveries cannot be made to PO Box addresses

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How to checkout your order

  • Once you click on the “continue to checkout” button from the Basket page you will start the first step to completing a successful checkout
  • By answering the question “Do you have an account?” with a Yes or No, you will be able to Log In or Register- please select the applicable option
  • On the next page you will be able to view your delivery summary and edit/add an address as necessary. On this page you can also select your delivery method and add any courier notes
  • On the Payment page you can select your payment method from our wide range of available options. For further information on which methods are available please view our Payment Options page
  • Once you have completed these details and wish to place the order click on the “Place Order” button
  • Congratulations you have successfully placed your order!

If you have any problems ordering from Wiggle, send us an email to sales@wiggle.co.uk.

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Selecting a delivery method

During the checkout process on the Delivery page you will be able to select your preferred delivery method to your country destination. You can follow these four easy steps:

  • In the Delivery Summary section you will be able to edit your address. Editing an address will return you to the Delivery page. You can also add a new address, please fill in the required information.
  • In the next section you can select the delivery method. Prices and expected delivery dates will be displayed in this section. For further information please see the Delivery Option page.
  • The courier notes box allows you to add any notes regarding delivery for the courier services. Please note there is a maximum of 30 characters allowed.
  • Once this information is complete please click on “Continue to Payment and Review” to proceed to the next stage in the checkout process.

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Selecting a payment method

During the checkout process on the Payment page you will be able to select your preferred payment method. You can follow these four easy steps:

  • First select via the dropdown menu which currency you would like to be invoiced in. Selecting an alternative currency will update your order total.
  • Now select your payment method by clicking on the payment tab you wish to use. Changing between the different tabs will bring up additional information on what will happen once you click on the “Place Order” button
  • If you have not already added a payment card to your account, when selecting “Pay by Card” you will be able to enter the card information. Please click on “Save New Card” once the information is correct so that you may place an order.
  • Now that the payment method is selected you can place your order by clicking on the “Place Order” button

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What happens if you only have part of my order in stock?

For Priority Delivery, we'll despatch the items we do have in stock by the next working day, at the latest. We'll email or phone you with a revised despatch date for the other items. If you choose our Free Delivery Option, we'll send out the items that we have in stock, and place the out of stock items on "back order", then send them out seperately when they come back into stock.

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Limited stock or end of line products

Limited stock or end of line products are allocated to active orders first. A finance order doesn't become active until the finance company receives your completed application form through the post. This delay means that you may lose out. To ensure you keep your place in the queue, you should submit an order paid by credit or debit card.

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Bike deliveries

When you add a bike to your wiggle shopping basket, you'll see one of two buttons. These buttons give you information about when your goods will be despatched.
 



Once we receive your order and have checked the size you've chosen against your exact measurements, we will assemble your bike. As this takes several hours, we may not be able to despatch your bike on the day you order it. If you order accessories from us, your mechanic will not fit them for you unless specified at the time of order. We will gladly fit accessories purchased with your bike free of charge if this is requested and if you order upgraded components from us your mechanic will also fit them for you as your bike is assembled if you request this with your order, this may add time to your estimated dispatch date. We reckon 2-5 days is all you will have to wait for bikes in stock though!
 



As with all shops, on or offline, occasionally we run out of stock or take pre orders for bikes, in this case you will see 5-7 working days. This means that your bike will normally be despatched within 5-7 working days of ordering unless a due date is advertised on the site. If despatch is going to be longer than 7 working days, we'll contact you with a revised date, which you can either, accept or cancel the order, as you wish.

No dispatch occurs during the weekend.

Ready to Ride! Every bike from wiggle is fully checked & assembled before despatch and will arrive ready to ride, simply open the box, turn the bars, put the pedals on and the bike is ready to ride. - full details.

Please note: Deliveries cannot be made to PO Box addresses.

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Despatch Times

When you add an item to your wiggle shopping basket, you'll see one of two buttons. These buttons give you information about when your goods will be despatched.
 



Priority Despatch Delivery

 

This means that, if you order before 2pm, Monday to Friday and we have your items in stock, we'll despatch the same day. If you order after 2pm, we'll still try to despatch that day but, if we can't, we'll despatch the following day. Items ordered after 2pm Friday or over a weekend will be despatched Monday. Items despatched on Friday are for delivery the following week. Items ordered over a Bank Holiday will be despatched the next working day.

Wiggle is constantly updated to keep pace with changes in our stock but demand is high and we occasionally run out of popular items. If we have run out of stock and can't despatch your order the next working day, we'll email you with a revised despatch date. You can then either accept the revised delivery date or cancel the order, as you wish.
 



Free Delivery Service

This means that these goods will normally be despatched within 2-7 working days of ordering. If despatch is going to be longer than 7 working days, we'll contact you with a revised date, which you can either, accept or cancel the order, as you wish.

Notes:

  • If you want something in a hurry, choose an item that's normally despatched in 24 hours
  • If your order contains a mixture of items and you have chosen Priority Delivery, all those in stock will be despatched straight away, the others will follow later. If you have chosen our Free Delivery Option, the order will be despatched once all the items are ready.
  • You only pay one carriage charge per order, even if it is despatched in multiple deliveries

 

For bike despatch times click here

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What do I do to cancel an order?

If you want to cancel an order before we've despatched it, just login into your account and view the orders details of the order you wish to cancel then scroll to the foot of the page and click on the 'Cancel This Order' link. We try to despatch things very quickly so you need to cancel your order very quickly!
 



If you've received item(s) from wiggle and you don't want to keep them for any reason, return the goods to us and we'll give you a full refund for the cost of the item(s). Returned goods must be unused and in a saleable condition. Once we've received them back, we will credit your card straight away.

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Missing Items (Hotel and Third Party Addresses)

Wiggle strongly advises against deliveries to be made to hotels or third party couriers.  Any orders made, to be sent to a hotel or a third party courier, are entirely at the risk of the client.  Therefore, we regret to inform, that Wiggle cannot accept any liability for orders that fail to arrive to the hotels or third party courier, or are damaged on receipt.  We will, in any case, if possible, do what we can to help in cases like these.

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How long do Wiggle Special Offers last?

Special Offers last either until we run out of stock or until the monthly promotion expires. We try our hardest to ensure we have good stocks before we promote an item but occasionally we are overtaken by events and run out before we can amend the site. If this happens, we will contact you and try to offer an alternative item

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How to Use the Compare List

  1. On the website the ‘Compare List’ allows products to be compared from different categories. This means that you can compare a bike product with cycling clothing
  2. From our product listing pages* please tick the 'Add to Compare' selection box below the 'Buy Now' button to add that product to your Compare List. Deselecting it will remove the item from your list (*Compare function not available on home page and selected other pages.)
  3. From our product details page please tick the 'Add to Compare' selection beside the product image to add that product to your Compare List. Deselecting it will remove the item from your list
  4. The Compare List allows up to four products to be compared at once. On adding a fifth product you will be asked to remove the product you added to the list first
  5. Once you have added your products click on the "Go to Compare". This can be found near the ‘Show number of products per page’ on a listing page:

     

        Or on below “Add to Basket” on a product page.

 

  1. On the Product Comparison page you will view the selected products compared using the attributes available. These normally include the customer reviews, price and discount. You can remove products from the list by selecting the red arrow.
  2. You can add a product from you compare list to your basket with the “Buy now “ function.
  3. You will also be able to share the comparison list with your friends & family by copying the link provided in the text box. This can then be shared by email, social network and other services

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Dangerous Goods Delivery

Some of the products you purchase from Wiggle are classified by a number of the transport industries governing bodies as ‘Dangerous Goods’.

Unfortunately this means we have to restrict where we can deliver these products based on their level of classification. Currently Wiggle can only deliver most of these products to mainland UK addresses.

The products affected fall into the following categories;

  • Aerosols – e.g. Lubricants/Cycle Maintenance, First Aid;
  • CO2 – e.g. CO2 Assisted Pumps, CO2 Tyre Inflators;
  • Lithium Ion Batteries – e.g. Some Bike Lights, Some Computers/GPS;
  • Flammable Liquids – e.g. Some Glues/Adhesives, Some Lubricants/Cycle Maintenance

As above, currently we can only deliver most of these products to mainland UK addresses, however we are taking steps to enable delivery further afield.

If you attempt to purchase one of these products and have it delivered to a restricted destination, Wiggle will warn you and automatically remove the product from your basket during the checkout process. You will not be charged.

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