Welcome to Gold Riders. Below are answers to some of the most common question about our products, ordering, payment, delivery, returns and customer support.
About Gold Riders
What does Gold Riders sell?
Gold Riders is an online retailer specialising in bike accessories, tools and related products.
Product availability, specifications, compatibility and other relevant information are provided on the individual product pages.
Where is Gold Riders based?
Gold Riders is based in the United Kingdom.
Our business address is:
83A Wingfield Way
Ruislip
ENG HA4 6RG
United Kingdom
How can I contact Gold Riders?
You can contact our customer support team using:
Email: support@goldriders.shop
Phone: +44 7348 750083
For order-related enquiries, please include your order number where applicable so that we can assist you more efficiently.
Ordering
How do I place an order?
Select the product you would like to purchase, add it to your basket, and proceed to checkout.
At checkout, review your order details, delivery address and available payment method before submitting your order.
After your order has been successfully placed, you will receive an order confirmation email.
Can I cancel my order?
You may request cancellation before your order has been dispatched by contacting us as soon as possible.
Once an order has been dispatched, cancellation may no longer be possible before delivery. In that case, the applicable cancellation or return procedure will apply.
Please see our Refund & Return Policy for more information.
Can I change my delivery address after placing an order?
Please contact us as soon as possible if you notice an error in your delivery address.
We will make reasonable efforts to update the address before the order is dispatched. However, once an order has been processed or dispatched, we may not be able to make changes.
Payment
What payment methods do you accept?
We currently accept the following payment methods through Shopify Payments:
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Visa
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Mastercard
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Discover
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Apple Pay
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Google Pay
The payment methods available at checkout may vary depending on your device, browser, location and eligibility.
Is payment secure?
Yes. Payments made through our online store are processed through Shopify Payments.
We do not directly store your full payment card details on our website.
Do I have to pay for my order in full at checkout?
Yes. Full payment is required at checkout.
We do not currently offer deposits, cash-on-delivery payments or instalment arrangements directly through Gold Riders.
What currency are your prices displayed in?
Our prices are displayed in GBP (£) unless otherwise stated.
Your bank or payment provider may apply additional charges or currency conversion fees depending on your account terms.
Shipping & Delivery
Where do you deliver?
We currently deliver orders within the United Kingdom only.
We do not currently offer international delivery.
Is delivery free?
Yes. We currently offer free standard delivery on eligible orders within our United Kingdom delivery area.
No standard delivery charge is added at checkout for these orders.
How long does delivery take?
Orders are normally processed within 1–2 business days.
After dispatch, standard transit normally takes 5–8 business days.
The estimated total delivery timeframe is therefore approximately 6–10 business days, depending on the circumstances of the delivery.
What is your order cut-off time?
Our standard order cut-off time is 5:00 PM UK time.
Orders placed after the cut-off time may be processed on the following business day.
Which delivery carrier do you use?
We currently use DHL for delivery.
Will I receive tracking information?
Yes. Once your order has been dispatched, we will send a shipping confirmation email containing the available tracking number and tracking information.
Please allow some time for the carrier's tracking system to update after dispatch.
What happens if my delivery is delayed?
Delivery dates are estimates and may occasionally be affected by circumstances outside our reasonable control, including carrier delays, severe weather, natural disasters, public holidays, high shipping volumes or other unforeseen events.
If your order is significantly delayed, please contact us with your order number so that we can assist with checking its delivery status.
Returns & Refunds
Can I return an item?
Most eligible items may be returned within 30 days of delivery, provided they meet the conditions set out in our Refund & Return Policy.
Generally, items should be unused, in their original condition and returned with the applicable original packaging, tags, accessories and components.
What if I simply change my mind?
Eligible change-of-mind returns can generally be made within 30 days of delivery, subject to the conditions of our Refund & Return Policy.
For returns made under our additional 30-day change-of-mind policy, the customer is generally responsible for the return shipping cost.
This does not affect any statutory cancellation rights available under UK consumer law.
Do I have cancellation rights for online purchases?
For eligible online purchases, UK consumer law generally provides a 14-day cancellation period after receiving the goods.
These statutory rights operate separately from our additional 30-day return policy.
Please refer to our Refund & Return Policy for further information.
What if my item arrives damaged or defective?
Please contact us as soon as possible if an item arrives damaged, defective, incorrect or incomplete.
We may ask for your order number, details of the issue and photographs where appropriate so that we can investigate the matter.
Where the issue is our responsibility, we will cover the applicable reasonable return shipping cost and provide an appropriate resolution in accordance with applicable UK consumer law.
When will my return be inspected?
Once your returned item reaches our facility, it will normally be inspected within 3–5 business days.
After inspection, we will determine the applicable refund or exchange.
How long does a refund take?
Where a refund is approved, it will normally be issued to the original payment method.
For statutory cancellations, refunds will be handled in accordance with applicable UK legal requirements.
After a refund has been issued, the time required for the funds to appear in your account depends on your bank, card issuer or payment provider.
Do you charge a restocking fee?
No. We do not charge a restocking fee for eligible returns.
Products
How can I check whether a product is suitable for my bike?
Please review the product description, specifications and compatibility information shown on the individual product page before placing your order.
If you are unsure whether a product is suitable for your bike, contact our customer support team before purchasing and provide the relevant product and bike information.
Are product images accurate?
We make reasonable efforts to display products and their specifications accurately.
However, colours may appear slightly different depending on your screen or device, and manufacturers may occasionally update product packaging or design without changing the product's main function or specifications.
What should I do if I receive the wrong item?
Please contact us as soon as possible with your order number and details of the item received.
We will review the issue and assist with the appropriate resolution.
Order Problems
What should I do if my order has not arrived?
First, check the tracking information provided in your shipping confirmation email.
If the estimated delivery timeframe has passed and your order still has not arrived, contact us with your order number so that we can investigate the delivery status.
What should I do if my parcel arrives damaged?
Please contact us as soon as possible and provide your order number along with photographs of the parcel and item where appropriate.
This information may help us investigate the issue with the carrier and determine the appropriate resolution.
I entered the wrong shipping address. What should I do?
Contact us as soon as possible at:
We will try to correct the address before dispatch where possible. Address changes cannot be guaranteed once an order has been processed or dispatched.
Customer Support
How quickly will you respond to my enquiry?
We aim to respond to customer enquiries as promptly as reasonably possible.
Response times may vary depending on the nature and volume of enquiries.
Where can I find your policies?
You can review our other store policies through the relevant policy pages on our website, including our:
Shipping Policy
Refund & Return Policy
Payment Policy
Terms & Conditions
Privacy Policy
These policies provide further information about ordering, payment, delivery, returns and how we handle customer information.
How can I contact Gold Riders about an existing order?
Please contact us using:
Email: support@goldriders.shop
Phone: +44 7348 750083
Please provide your order number whenever possible so that our customer support team can identify your order and assist you.
Contact Information
Gold Riders
83A Wingfield Way
Ruislip
ENG HA4 6RG
United Kingdom
Email: support@goldriders.shop
Phone: +44 7348 750083
Delivery Area: United Kingdom only
Delivery Carrier: DHL
Standard Delivery: Free
Handling Time: 1–2 business days
Transit Time: 5–8 business days