A. Order Processing & Delivery Time
• Processing time: 1 business day (Orders placed on weekends or public holidays will be processed on the next business day).
• Shipping time: E-bike orders: 3–5 business days.

Once your order has been processed, you will receive an automated email with tracking details.

B. Shipping fee:
Free shipping:  United Kingdom
*Free shipping does not apply to islands or remote areas.
** For orders shipped within the United Kingdom, all prices are inclusive of applicable taxes and duties. No additional import charges will be required upon delivery.

For international customers (e.g., Canada, the USA), please visit the respective international websites to place your order and comply with local import and usage regulations.
2. Shipping Carriers and Signatures Required

QREATE primarily uses trusted carriers such as XLC, DX for shipping. Due to the high value of electric bicycles, the shipping carrier is instructed to obtain a signature before delivery and should not leave packages unattended.
3. Shipping issues

A. Delayed or Missing Packages
If your package doesn’t arrive within the estimated shipping time or any items are missing, contact our support team at contact@qreatebikes.co.uk within a week of the estimated delivery date.
B. Returned Packages
If your package is returned to the sender, we’ll investigate right away. We need to confirm it has been returned to our overseas warehouse before we can re-ship it to you. Please note that if your package is returned because it wasn’t picked up on time or the address was incorrect, we may charge extra for redelivery or processing a refund.
C. Tracking Says Delivered, But No Package
Please email contact@qreatebikes.co.uk within 3 business days of the notification with your order details. We’ll help start an investigation with the shipping provider. To help us investigate the issue as quickly as possible, please contact us within 3 business days of the delivery notification. Delays in reporting may limit the ability of the shipping provider to conduct an investigation.

Once an order has been processed, we are generally unable to change the delivery address. Please contact us as soon as possible if you notice an error, and we will do our best to assist.
If you have made a mistake, the order will need to be canceled, refused or return to sender, and we will charge the corresponding fee. Once we receive the item or items back, we will refund you within 3-5 business days.
If you refuse delivery of an order without a valid reason (such as damage or delivery error), and the item is returned to us, we may deduct a reasonable return shipping and handling fee from your refund to partially cover the costs incurred. 

The exact amount deducted will depend on the actual return shipping and handling costs.

 If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method, less £150.