Using our site

Welcome To Our Site

"This Year we've worked hard to improve our website, adding a whole host of benefits to make shopping with us easier than ever before, including:

Kids & Adults bike selector, making it quicker to find the perfect gift
Advice centre packed full of useful information and after care hints and tips.
Re-designed product pages with all the information you need to successfully place an order.
So what are you waiting for? With all these great new features and 1000's of extra products available, we're sure you'll find something that suits and an easy way to shop.

How do I report a fault with the way your website works and / or an error message?

For all 'technical' faults with the website, please use the 'Report a problem' link on the left hand navigation bar.

How do I search?

Searching with Sterlinghouse is quick and easy with a choice of 2 different ways to suit you:

Search by using the tab buttons situated at the top or left of the homepage
Search by using our new Kids or Adults bike selector

Our website then displays the products for you.

To see the image in more detail click on the product detail tab you will then see specifications of the product and the image.

If you like what you see, just click on 'Add to basket'.

How do I Order?

Shopping with Sterlinghouse is quick and easy.

Once you have found what you want, just click on the product options on the right hand side (e.g. 'choose colour' and 'choose quantity') , then click 'Add to basket'. The 'Your shopping basket' page will then appear.

How do I Pay?
Payment Methods
We have three ways to pay - just choose the most convenient for you:

1. Online Payments
Purchasing can be made by credit/debit card please note payments are taken when ordering - not when the goods are despatched.

If you make an online purchase or payment using a MasterCard, Maestro or SOLO card, you may be asked to enter part or all of your SecureCode before payment can be accepted.

2. By Cheque Or Postal Order
Send you order into us via the post enclosed with your desired delivery address and contact information. Note that cheques and postal orders need to be made payable to Sterlinghouse. Post your orders to Sterlinghouse, Freepost RRAZ CXHR ZUZB, 1520 London road, Leigh on Sea, Essex, SS9 2UR

Help & Assistance
If you have any queries, or need assistance, please contact us. Alternatively, call our Customer Services Team on 0844 700 6767 and we will be glad to help.

3. By Phone
Please call our 24 Hour Orderline on 0844 700 78 78

Delivery & Returns
Your order is delivered by Private Courier within seven working days of the order being placed.
Couriers deliver Monday to Friday from 09:00 to 17:30 (9:00am to 5:30pm)

To ensure 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.

All items ordered are treated as separate goods (and may arrive separatley) except where we provide a group postage and packing offer. If there is delay for whatever reason we will keep you advised by letter or email.

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.

A signature is required for all deliveries, unless it has been agreed by prior arrangement, to leave any items in a safe location.

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

Returns
Each item comes with our 14 day money back guarantee or extended cooling off period. You have 14 days to decide if you are going to keep it or not. If within this 14 day period you do not want it, return it to us and we will refund you the purchase price. If you are returning the item note that it will need to be boxed in the original packaging (or something similar). After this 14 day period has expried you will not be entitled to your money back.

Additionally from the date of receipt you have 12 months cover with the manufacturer - simply meaning that if a problem occurs with your product after the initial 14 day period has elapsed (which the supply of spare parts cannot rectify) you can return the unit to us and we will have the manufacturer repair or if needs be replace the unit for you providing the fault is found to be a result of either a manufacturing or matieral defect.

If the manufacturer finds that the problem is due to misuse or neglect they reserve the right to levy a charge for the repair and return of the bicycle.

Should you need to return your product the procedure is explained fully in the receipt & guarantee pack originally supplied or available to download and where appropriate return carriage costs will be reimbursed.