FREQUENTLY ASKED QUESTIONS
MATE bikes are covered by a 2 year return to base warranty
Standard delivery takes 3-5 working days for self-assemble bikes. For bikes that are pre-assembled we try to get them delivered within the same timeframe, however, depending on how busy we are it may add an additional day or two to the delivery.
You can see your order in the “Your Account” section of the website. You will also receive regular updates as to when your order is being processed, shipped and expected delivery date.
Currently we have three options you can use to spread your payments. Klarna with up to 24 months payment terms. We also have PayPal credit, which allows you to spread the cost of the product over 3 or 4 payments. Finally, there is the SplitIt option that allows you to spread payments in either 6, 9 or 12 month terms using interest free credit.
All the above can be done at checkout. For more information about the above options check our Payment and Financing page
For any bike purchase, we offer free 30 days insurance with Pedalsure for our MATE bikes with 250w motors. more info
Please see our returns page for further information.
Our mechanics are busy throughout the day making sure our bikes are fully tested and safe for our customers. Any queries can be handled by our trained customer service staff via phone or email.
We are exceptionally busy and in order to give you our undivided attention we kindly request that you book an appointment prior to visiting on our number here: 0203 950 0270
Due to the current Covid-19 pandemic we are requesting all those coming into the showroom to wear a mask to protect our staff and other visitors.
All bikes sold from 14th of June 2021 will no longer have any accessories included.
All customers who have been patiently waiting for their accessories: There are global supply chain issues with products generally, especially bike related items, and along with other international issues outside our control. Please be assured that we are doing everything possible to honour our commitment to you.
The MATE Bike UK team thank you for your patience.
If you’d like to reach out to our support team please do so here: firstname.lastname@example.org
or aalternatively, please call us on 0203 950 0270