FAQ

At Sterling House we strive to bring you the very best bargains available, in order to keep costs to an absolute minimum we run a small, highly dedicated customer care team – we do not outsource to frustrating overseas call centres. As a result our enquiry line 'can' get busy at the times one might expect – first thing Monday mornings, Friday afternoons – hence the creation of this detailed 'FAQ' section.

Hopefully the answer you are looking for is contained within and it will perhaps avoid any need you may have to make direct contact.

If however, you are simply unable to find a satisfactory answer to a question, kindly contact our dedicated customer care team who will help. 



Questions
Click on any of the question links below to jump straight to the answer...

A) Payment/Orders

How do I place an order and what method of payment can I use?

How do I amend an existing order that has not been despatched yet?

How do I cancel an order?

I'm waiting for a refund, how long will I have to wait?

How do I obtain a VAT receipt or invoice?

Are my Credit Card details secure?

How do I know that you have received my order?

B) Delivery

Do you ship to addresses outside of the United Kingdom?

I've ordered more than one item. Will I receive all these items together?

I haven't received my order yet. What do I do?

What happens if no one is at home when the courier tries to deliver my order?

What time will my order be delivered?

Can I specify delivery date when ordering?

Do I have to sign for my delivered goods?

Is a VAT receipt or invoice sent with my deliveries?

C) Returning Goods

What if I suspect my product has a fault?

How do I return goods within the 14 day guarantee assured period?

How do I return goods outside the 14 day guarantee assured period?

D) General Information

How are you able to sell your bicycles at such low prices?

What are Mail Order Returns?

Do you have a showroom I can visit?

Can I obtain a catalogue / brochure?

Do our bicycles come fully assembled?

Answers

A) Payment/Orders

How do I place an order and what method of payment can I use?

You can place your order with Sterling House in three (3) different ways.

1. Via our website.

Just add the product you wish to purchase to the shopping basket using the “Add to Basket “ button. After you have finished shopping you simply proceed to check out using the “Proceed to Checkout” button or “Checkout” icon displayed at the top of the web page and follow the instruction that will require payment by a credit card.

(We accept most major credit and debit cards)

2. Telephone your order.

We have a dedicated order line on 0844 700 7878- Our friendly sales team will be glad to take your order details and answer any questions you have. Payment by credit card can be made quickly and your order can be immediately confirmed.

(We accept most major credit and debit cards)

3. By posting your order

Just post your letter or order form to the Sterling House Shop address below, making sure you have clearly added your order details and payment.

• Name
• Full Address
• Model or Product number
• Cheque, Credit Card or Postal Order payment

Note: all cheques must be made payable to Sterling House

Sterling House Shop, 1520 London Road, Leigh On Sea, Essex, SS9 2UR.

When paying by cheque or postal order please allow seven (7) days for clearance by the banks and additionally two to four (2 to4) working days for delivery.

How do I amend an existing order that has not been despatched yet?

Provided your order has not been despatched you can simply contact the Sterling House order team via email, just quote your order details and amendment request, our team will amend your order and reply to you confirming your changes.

How do I cancel an order?

Just email us detailing your order details and reason(s) for cancellation and we will reply and confirm your cancellation.

If your order has been despatched prior to your request for cancellation, you will be liable for normal rate of postage and packing indicated at the time of purchase and additionally you must refuse delivery of your ordered item(s).

Note: If you have cancelled your order, you must not accept delivery from the courier.

You can also write to us at the Sterling House Shop detailing your reason(s) for cancellation.

Address:- Sterling House Shop, 1520 London Road, Leigh On Sea,
Essex, SS9 2UR.

I'm waiting for a refund, how long will I have to wait?

Refunds take between four and seven (4 to 7) working days to be processed.

How do I obtain a VAT receipt or invoice?

VAT receipts and invoices are not automatically sent to you when making your purchase.

If you would like a VAT receipt or invoice please contact us and we will forward your request by post or email.

Are my Credit Card details secure?

Yes, very safe and secure.

It is important that our customers are aware and understand that our security and industry standards compliance mean that shopping with Sterling House online is completely safe and secure.

We spend a lot of time and money adhering to or surpassing the required industry standards.

Please refer to our HackerSafe section – exceeding industry standards.

We also have in place through a security system that performs a number of additional checks, anti-fraud and anti-tampering check in accordance with the issuing banks and industry standards.

Included in these secruity checks are AVS verification and CV2 security coding, as well as Verified by Visa and Secure Code by Mastercard.

As part of Sterling House's security policy we do not pass on customer names or addresses to any third party.

If you have any questions regarding our security or privacy policy, we would welcome the opportunity to allay any doubts or concerns you may have.

How do I know that you have received my order?

While you are making a payment on the Sterling House website you will be informed on screen if your payment has been accepted and your order successfully placed.

Additionally you are automatically sent a confirmation email thanking you and confirming your order details.

If using a coupon or paying by cheque, please allow five working days for your order to be cleared and processed and additionally two working days for your delivery, alllowing a total of seven working days.

B) Delivery

Do you ship to addresses outside of the United Kingdom?

We deliver goods throughout the United Kingdom, Republic of Ireland, the Channel Islands and most European countries.

For postage and packing charges to European countries you will need to obtain a quotation from us on current prices.

I've ordered more than one item. Will I receive all these items together?

All items ordered are treated as separate goods except when we provide a group postage and packing offer. Your order(s) will normally be despatched within five working days of placing your order(s).

If there is delay for whatever reason we will keep you advised by letter or email.

I haven't received my order yet. What do I do?

Please allow fourteen working days after placing your order(s).

If there is delay for whatever reason we will keep you advised by letter or email.

If after this fourteen day period and if you have not been advised of any delay, please feel free to contact us for a full order status report.

What happens if no one is at home when the courier tries to deliver my order?

If the intended recipient is not at home or is unavailable to take delivery of goods, our courier will leave a card informing you that they have tried to deliver, on the left card is some simple instructions for you to follow to rearrange your delivery.

Please bare in mind a signature is required.

Some deliveries may be left in a safe location by prior arrangement.

What time will my order be delivered?

The couriers deliver:

Monday to Friday from 09:00 to 18:00 (9:00am to 6:00pm)

Can I specify a delivery date when ordering?

To facilitate efficient courier delivery routes and keep operating costs to a minimum, we are unable to guarantee a specific day or time for the delivery of your bicycle(s) or other goods.

Regrettably this doesn't always suit every customer, but the saving we are able to pass on by way of lower prices we hope more than compensates.

Do I have to sign for my delivered goods?

A signature is required from the recipient address for all goods delivered.

Special arrangements can be made for delivery at time of order or at least by prior arrangement. Please email us.

Is a VAT receipt or invoice sent with my deliveries?

VAT receipts and invoices are not automatically sent to you when make your purchase.

If you would like a VAT receipt or invoice please contact us, and we will forward your VAT receipt or invoice by post or email.

C) Returning Goods

A bicycle is a machine made up of moving parts, it is the responsibility of the owner of that piece of machinery to maintain it and ultimately that it remains in a roadworthy and safe condition.

Please read and digest the Owners Manual supplied and carry out the recommendations it suggests, failure to do so could void your guarantee.

What if I suspect my product has a minor fault?

In the unlikely event that there is an adjustment needed to your bicycle, that you are simply unable to correct or rectify by way of the owners manual, we suggest that for ease and convenience you contact your local bicycle repair shop to assist.

We will refund you up to a maximum of £10.00 providing you send us a valid receipt together with a brief covering letter explaining the circumstances for the required correction or adjustment.

Prior contact in order to action the above scenario does not have to be obtained, we will take your word for it.

If however, you are advised that the correction or repair is likely to exceed £10.00 contact with us must be made prior to any work being carried out – as it is likely that alternative solutions would prove more suitable.

If your bicycle has what you regard as a damaged or missing part upon delivery, please inform us immediately and we will send you a new replacement part immediately.

Note:

With any communication of this nature you must tell us the bicycle or item model number, your own order number and any other details you think might be relevant. For bicycles, this model number can be found on the “Hand Built” sticker located on the main frame between the saddle and the pedals.

How do I return goods within the 14 day trial period?

Before returning anything to us, please contact us first.

How do I return goods outside the 14 day trial period?

If a problems occurs with your bicycle, accessories, fancy goods or camping gear, after the initial 14 day period has elapsed (which the supply of spare parts cannot rectify), the item needs to be returned for a full inspection by the manufacturer.

Please follow the return procedure in the satisfaction guide enclosed with your order or follow the link below for a copy of the receipt & guarantee pack.

If outside the initial 14 day trial period you will have to pay for the products return, however this cost will be reimbursed providing the fault is found to be as a result of a manufacturing or material defect.

the item needs to be returned for a full inspection by technical representatives of the manufacturer.

Return address:-

Sterling House Returns Warehouse
Unit 8a, Festival Leisure Park
Basildon
Essex
SS14 3WB

We suggest items are returned using Parcel Force, via their recorded service. After years of dealing with couriers we still recommend Parcel Force for their excellent nationwide coverage, their ease of operation and ultimately professional manner.

As a general guideline it will cost something in the region of £15 for you to return a bicycle to us after the 14 day money back period has elapsed.

D) General Information

How are you able to sell your goods at such low prices?

Because we buy stock of bicycles and goods directly from the manufacturer in massive quantities we are able to buy at the lowest possible prices and so sell for substantial discounts, low prices, unbeatable deals and amazing bargains, a fantastic combination.

What are Mail Order Returns?

Our mail order returns are brand new, they have not been opened or used.

As an example –

The Catalogue House might stop or discontinue an entire range of products or perhaps just a single product line that are then returned to the manufacturer. We negotiate to buy the returned stock from the manufacturer in such massive quantities that we can buy for the lowest possible prices.

Please remember all the bicycles and other goods are new and in their original factory boxes and cartons.

Do you have a showroom I can visit?

Visitors are very welcome to call in and view our massive range of low priced bicycles, special offers and bargain deals. Our showroom and shop address is detailed below together with opening hours.

Sterling House Shop & Showroom
1520 London Road
Leigh on Sea
Essex
SS9 2UR

Opening Hours:
Monday – Saturday: 09:00 to 17:30 (9:00am to 5.30pm)
Sunday: 11:00 to 16:00 (11:00am to 16:00pm)

Telephone: 01702 482695

Can I obtain a catalogue / brochure?

You can click on the below link to download our latest bicycle brochure via the Internetor alternatively we can send you our latest full colour brochure by post, just complete the join mailing list section on the homepage.

Do the bicycles come fully assembled?

The bicycle will require minor assembly and adjustment. Provided with every bicycle is an easy to follow Instruction manual.