Delivery, Returns & Warranty
Delivery Information
UK Shipping Options
- Standard Delivery (2–3 working days): £9.99
- Next Working Day (order before 12pm): £25
- Saturday Delivery: £30
EU Delivery
- Standard Delivery: £100
- Estimated timeframe: 5–10 working days
Worldwide Delivery
We ship globally. Due to the wide variation in costs, international delivery prices are quoted individually. Please email us at sales@quellabicycle.com with your shipping address and product details for a quotation.
Important – Duties & Taxes
For international orders (outside the UK), all import duties, customs charges, and taxes are the customer’s responsibility and must be paid at the point of delivery. We can provide an indicative estimate of these costs, but the final charge will be set by your local customs authority. Once goods have left our factory, responsibility for the shipment passes to the customer.
Additional Information
- All delivery timeframes are estimates.
- Orders will only be dispatched once full payment has been received.
Returns & Cancellations
To cancel an order, please contact us immediately.
If the order has already been dispatched, delivery charges will not be refunded, and a £30 return/collection fee will apply.
To request a refund, you must notify us within 30 days of receiving the product and provide photographic evidence of any fault by email.
Inspection of Returned Goods
All returned goods are subject to inspection upon arrival.
- Items must be unused, in their original packaging, and in a sellable condition to qualify for a full refund.
- If goods show signs of use, wear, damage, or are not in a sellable condition, a deduction may be applied.
Consumer Rights
Under the Consumer Contracts Regulations, online, mail, and telephone order customers have the right to cancel an order within 14 days of receiving their goods. You then have a further 14 days to return the goods. Standard delivery charges will be refunded; return shipping costs are the customer’s responsibility.
Under the Consumer Rights Act, you have the right to reject goods that are faulty, unfit for purpose, or not as described within 30 days of receipt for a full refund.
Warranty
All Quella bicycles, frames, and forks are covered by a 12-month warranty against manufacturing defects in materials and workmanship. Paint is also warranted for 12 months against rust. Components are covered for 60 days from the date of purchase.
Warranty Conditions
- This warranty applies to the original owner only and is non-transferable. Proof of purchase is required.
- Bicycles must be assembled and tuned by a qualified bicycle mechanic prior to use. Failure to provide proof of professional assembly may void the warranty.
- Normal wear and tear (including fatigue, rust, or loose parts), misuse, neglect, accidents, improper assembly, stunt riding, skidding, or modification are not covered.
- Stripped threads, cranks, pedals, and similar issues caused by incorrect installation are excluded.
- Customers are responsible for shipping costs related to warranty claims.
Warranty Claims
- Faulty components must be reported within 14 days of failure (or within 30 days of purchase).
- Quella may request the defective item to be returned for inspection.
- Replacement parts will be shipped in line with our standard delivery times.
Privacy & Cookies
We do not store credit card details or share customer information with third parties.
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Klarna Payments
In partnership with Klarna Bank AB (publ), we offer:
- Pay Later
- Pay in Three (3 monthly instalments)
Further information and Klarna’s user terms you can find here. General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarna’s privacy statement.