Customer Services

Wiggle Terms and Conditions

Terms and Conditions

Terms and Conditions

This contract sets out:

  • your legal rights and responsibilities;
  • our legal rights and responsibilities; and
  • certain key information required by law.

In this contract:

  • ‘We’, ‘us’ or ‘our’ means Wiggle Ltd; and
  • ‘You’ or ‘your’ means the person using our site to buy goods from us.

Wiggle is a trading name of Wiggle Ltd is registered in the United Kingdom at 1000 Lakeside, Suite 310, Third Floor, N E Wing, Portsmouth, Hampshire, PO6 3EN / Company No: 02667809 / VAT No: GB884 2571 94

When buying anything from our website you agree to be bound by these terms and conditions and any other documents referred to in them.

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team.

Ordering Goods

Ordering Goods

By placing an order via our website (www.wiggle.co.uk), you are offering to purchase a product on and subject to the following terms and conditions. All orders are subject to availability and confirmation of the order price.

Please read and check your order carefully before submitting it. If you need to correct any errors you can do so before submitting it.

When you place an order at the end of the check-out process (by clicking "Pay Securely Now"), we will send you an acknowledgement e-mail confirming receipt of your order. This email will only be an acknowledgement and does not mean that we accept your order. We may reject your order for the following reasons:

  • the goods are out of stock or unavailable;
  • we cannot authorise your payment;
  • we reasonably believe that your order contravenes our Fair Purchase Policy (set out below)+;
  • we are not allowed to sell the goods to you;
  • you are not allowed to buy the goods from us; or
  • there has been a mistake on the pricing or description of the goods.

A contract between us for the purchase of the goods will be formed when your payment has been approved by us, the prices have been verified, and the order has been processed and dispatched. A second email will be sent confirming these arrangements and you will not have ownership of the goods until they have been dispatched.

In order to contract with Wiggle you must be over 18 years of age. Wiggle retains the right to refuse any request made by you.

Delivery

Delivery

We use trusted third party logistics providers to deliver our goods. If you want to see your delivery options, please visit our Delivery information page before you place your order.

Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or other occurrences beyond our control for which we will not be responsible. Please see our Delivery information page for further information.

If there is a delay in delivering the goods we will inform you of this via email and the goods will be despatched as soon as available.

You have the right to cancel delayed orders at any time, just Contact Us with your order number.

Occasionally we find ourselves having to withdraw an item because it has become obsolete or has been discontinued. If you have placed an order for an item that has been made obsolete we will inform you as soon as possible and offer you an alternative if one is available.

Delivery of the goods will occur when we deliver them to the address you provide us with when you make your order. You are responsible for the goods when delivery has taken place.

We may need to deliver your goods in instalments. If that is the case we will let you know in advance.

If your delivery address is in the Scottish Highlands & Islands, Isle of Man and Northern Ireland delivery times may be extended, depending on where exactly you live.

Deliveries cannot be made to PO Box addresses. We strongly advise 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 your risk once delivery has been made by our logistics provider. 

Pricing and Availability

Pricing and Availability

Whilst we try and ensure that all details, descriptions and prices which appear on this website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will cancel the order and inform you of this as soon as possible. If we are unable to contact you we will treat the order as cancelled. If the order is cancelled and you have already paid for the goods, you will receive a full refund.

The website may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fulfil any orders that you may place based on information on the website that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.

Payment

Payment

Payment can be made via our secure check out pages using Visa, Visa Electron, MasterCard, Switch/Maestro or Solo cards. You can also pay using PayPal. Card charges will appear on your statement as "WIGGLE".

When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card, or bank account or PayPal account used to place your order and that there are sufficient funds to cover the cost of the goods.

The cost of international products and services may fluctuate.

All prices are quoted in pounds sterling (£) and include Value Added Tax (VAT) where applicable.

Due to the nature of the clearing system your debit card payment will be 'authorised' at the time of checkout. This will place a hold on the funds, and payment will be taken once the order is dispatched. If a problem in supply should occur, the authorisation will be reversed and funds will be released back in to your account within 3-5 days. The refund may take a couple of days to show as cleared funds on your account, depending on payment provider. PayPal and credit card payments are taken at checkout, if a problem in supply should occur, funds will be refunded as swifty as possible. 

If your delivery address is outside of the UK, you may be required to pay import duties and taxes when your Wiggle order reaches your country. These and any additional charges for customs clearance are your responsibility. All orders are fulfilled and despatched from UK.

Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Grand Total'.

Wiggle Ltd has appointed Wiggle Australia Pty Ltd (ACN 601 479 930) of Tower Two Collins Square, Level 36, 727 Collins Street, Docklands, Victoria, 3008 Australia as the billing agent to collect payment for all purchases for delivery to Australia.

All Australian orders will be charged in Australian Dollars including any delivery charges.

Fair Purchase Policy

Fair Purchase Policy

At Wiggle, we buy from our suppliers with an agreement to sell to our private customers. It is not in our business model to sell items in bulk quantities to other retailers or bicycle manufacturers. We reserve the right to refuse or cancel any orders which we suspect are beyond the requirements for an individual or club arrangement. If you have any questions on this matter, or wish to consult us before making a large purchase, please use live chat or Contact Us.

Privacy Policy

Privacy Policy

Wiggle Ltd are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998 and General Data Protection Regulations 2018). We collect information about you for 2 reasons: firstly, to process your order and secondly to provide you with the best service possible. We will not email you in the future unless you have given us your consent. We will give you the chance to refuse any marketing email from us in the future.

The type of information we will collect about you when you place an order or register on our web site includes:

  • Name
  • Address
  • Phone Number
  • Email Address
  • Credit/Debit card details
  • IP Address

This information is already stored on our internal systems and our website simply verifies you as a customer of Wiggle. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by visiting your account or emailing us. If you find any inaccuracies we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We will not transfer or sell your information. We may use technology to track the patterns of behaviour of visitors to our site. If you have any questions/comments about privacy, you should email us at support@wiggle.co.uk.

Use of personal information

We use the information you provide for the following purposes:

  • To send updates regarding the status of your enquiry or order
  • To send newsletters and details of offers and promotions in which we believe you will be interested
  • To improve the design and content of the wiggle.co.uk website
  • To understand the buying behaviour of our registered users
  • To perform other general marketing and promotional activities focused on our products and services
  • To work with social media providers - such as Facebook, Instagram and Twitter – where we interact with you on social media
  • We use cookies to give you the best experience on our website and also to allow us and third parties to tailor ads you see on our website. For more information, please see our full cookie policy
  • To deliver advertising across various social media and other online platforms (e.g. Goodle, Facebook)

When you place an order we need to know your name, email address, delivery address, credit or debit card number and the card's expiry date. This allows us to process and fulfill your order and to notify you of the status of your request. We may also ask for your telephone number which enables us to contact you urgently if there is a problem with your order.

Your Consent
By submitting information to Wiggle you consent to the collection and use of this information by Wiggle and it's Service Provider (if any). If we decide to change our privacy policy, we will post those changes on this page so that you are aware of what information we collect, how we use it and under what circumstances we disclose it.

Your Email Address

Your e-mail address will be used to communicate with you about your order and products purchased.

Your e-mail address will be used for our marketing purposes unless you unsubscribe. It is possible to unsubscribe at any time, via the My Account section of Wiggle https://www.wiggle.co.uk/secure/myaccount If you do not wish to receive information about our products or services you can unsubscribe by clicking the unsubscribe link, which exists at the top of all marketing emails sent by Wiggle, or by managing your subscription status in your account pages on the Wiggle website.

Data Security
We have designed our site to protect the information we collect online from unauthorised access. We safeguard your private information by implementing the appropriate physical, electronic and managerial procedure necessary to protect your privacy. To further protect your security, we also take the reasonable steps to verify your identity before granting access to your personal profile or making data changes. We are committed to protecting your privacy and have security measures in place to prevent unauthorised access to and disclosure of your personal information.

Improving Our Service
Wiggle does not sell, trade or rent your personal information to others. To better tailor our services to our customers' needs, we use non-identifying and aggregate information to help us make decisions on how to improve Wiggle. We also share this generic information with our advertisers and other interested, reputable parties with whom we have established a formal business relationship. For example, we may tell advertisers which areas of the site have received the most customer traffic overall, or more specifically, how many customer types have visited certain pages. However, we do not disclose the identifying information of individual customers with advertisers. We also do not use or share the personally identifiable information submitted to us by any other means without providing our customers the choice to opt-out or otherwise bar such unrelated uses.

Cookies

Cookies are alphanumeric identifiers that are transferred to your computer's (or alternative web browsing device’s) hard drive through your Web browser to enable our systems to recognise your browser and to provide rich shopping features such as recommend products and loyalty discounts, as well as the storage of items in your Shopping Basket between visits. The Help menu in most common browsers will tell you how to prevent your browser from accepting new cookies, how to have the browser notify you when you receive a new cookie and how to disable cookies altogether. However, because cookies allow you to take advantage of some of Wiggle’s essential features, we recommend that you leave them turned on. For instance, if you block or otherwise reject our cookies, you will not be able to add items to your Shopping Cart, proceed to Checkout, or use any Wiggle.co.uk features that require you to Sign in. If you do leave cookies turned on, be sure to sign off when you finish using a shared computer.

Analytic Tools

Google Analytics is a system used by many websites to record information about visits to their website. Google set six different cookies with expiry dates ranging from 30 minutes to 2 years. These cookies are used mainly to differentiate between first time visitors to a website and repeat visitors. They also allow us to ensure our website performs as well as possible for our users. The cookies are able to collect an anonymous customer number when a user is logged into the website, allowing our backend systems to ensure accuracy of Google Analytics data and help us ensure your website experience remains relevant across devices. They do not contain any personally identifiable information. You can find out more about how Google use cookies at http://www.google.co.uk/policies/privacy/ (English only). These cookies may be used to help us target advertising on platform providers such as Google and Facebook.

Please read our full Cookie Policy for further information.

Wiggle may from time to time share your details with third party analytical resources for the purposes of better understanding customer behaviour and performance, website performance, improved ad relevance and any other analytical process to give Wiggle a better understanding of how to develop its offering to its customers. These third parties will be employed solely for the purpose of the aforementioned analytical purposes, and as such Wiggle will ensure that the third party is contractually obliged to use the data only for the analytical purposes set out in the agreement between Wiggle and the third party, and Wiggle will also ensure that the third party is contractually required to maintain a level of security around the shared data, at least as safe as Wiggle itself employs. Failure on the part of the third party to meet its contractual obligations will result in Wiggle recovering the data, and taking all reasonable actions to ensure the third party no longer has access to the shared data. Any third party cookies used on Wiggle will adhere to the same standards as first party cookies and not collect any personally identifiable information.

Social Media Plug-ins

Social Media Plug-ins for Facebook and Twitter obtain data for tracking purposes. This included the ability to track an audience across device for advertising purposes in line with the Terms of each social media platform.

International Privacy
The above privacy statement may not be applicable in all countries of Wiggle visitors or registered community users, as security policies may vary according to the individual Internet laws in each host country.

Disclosures

We will not pass your information to any third parties. You can also email us to stop receiving any information about us and our services by clicking here. If you have any queries about our Privacy Statement you should contact us by e-mail data@wiggle.co.uk.

Use of our website

Use of our website

Your use of our website is governed by our Website Use terms and conditions which are available here.

Returns and Cancellation Rights

Returns and Cancellation Rights

We offer a very helpful and hassle-free returns policy, after all, we are here to help you! Click here to see full details of our returns policy.

You also have rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 which state that up to 14 days after receiving your goods, in most cases, you can change your mind and get a full refund. You have the right to cancel this contract within 14 days from delivery without giving any reason. This right does not apply to any customised or personalised goods bought through our website. To exercise this right please Contact Us prior to the expiry of the cancellation rights period.

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

  • 7 days after the day we received back from you any goods supplied; or
  • (if earlier) 14 days after the day you provide evidence that you have returned the goods; or
  • if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you're entitled to the following:

  • up to 30 days: if your goods are faulty, then you can get a refund;
  • up to six months: if they can't be repaired or replaced, then you're entitled to a full refund, in most cases;
  • up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk.

Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.

Please contact us, if you want:

  • us to repair the goods;
  • us to replace the goods;
  • a price reduction; or
  • to reject the goods and get a refund.

Dispute Resolution

Dispute Resolution

We will try to resolve any disputes with you quickly and efficiently.

If you are unhappy with:

  • the goods;
  • our service to you; or
  • any other matter;

please contact us as soon as possible.

If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know. In such circumstances The European Commission provides a platform for online dispute resolution which is available at the following link: http://ec.europa.eu/consumers/odr/.

If you want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to this contract.

The laws of England and Wales will apply to this contract.

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