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Contact Details

I have a problem with an existing or past order:
[email protected]

I need to cancel/amend my order:
[email protected]

I have a Cycle To Work quote:
[email protected]

I have a new sales enquiry or question:
[email protected]

I want to make a complaint:
[email protected]

Frequently Asked Questions (F.A.Q's)

I'm placing an order

How do I redeem my VIP Reward points?

To view your VIP Reward Points balance and redeem your points, you'll first need to link your VIP Reward Points account with your Leisure Lakes Bikes website account. You can do this by:

  1. Go to and Login/Create an online account, using the same email address as used to place your order (please double check your confirmation email).
  2. On your profile page, click the green, Find Out How to Save Now button and sign in to your VIP Reward Points account, using the same email address and password.
  3. Click the account icon at the top right of the page, you should now see your VIP Reward Points balance!
  4. When you're next shopping with us, add items to your basket, and when you're in the checkout you'll have an option to apply your VIP Reward Points on Step 3 (Review &Amend Order) of the checkout! After you've applied your points, proceed to complete your order.
Do you price match?

Found a better price elsewhere? We'll match it! (t&c's apply) You can find the full list of our terms &conditions for price matching below, if you want to submit a price match quote please visit our price promise page.

  1. We only offer price match on items that are in stock available for immediate dispatch on a UK company in exactly the same variant
  2. The item(s) must be in stock, in the same size, colour and model from the company you wish us to price match
  3. VIP reward points can not be used as part payment on any price match
  4. VIP reward points are not included with any price match
  5. Comparison value includes delivery charges
  6. We have the right to refuse a price match at any time without further explanation
  7. We can not price match on cycle to work, finance or trade in's
  8. We can not price match Black Friday deals

You can read our full t&c's here.

I have a discount code, how do I use it?

Add your item(s) to the basket, then proceed to the checkout. You'll be able to enter the discount code at Step 3 (Review &Amend Order Section) of the checkout. Once you've popped your discount code in, the discount will be automatically deducted from your total price!

How do I buy something on finance?

Buying your dream bike &accessories with finance is easier than you think! With V12 Finance, you can choose a finance option to suit you, whether you shop online or in any of our 14 UK stores. Just add over £250 to your basket, then head to the checkout, when you get the payment stage, there'll be an option to Pay with Finance. You'll then be able to customise your deposit and finance payment plan options, after completing the checkout, you'll then be sent to V12 finance to complete the application form! You'll get an email confirmation from us once the application has been completed.

Want to know more? Head over to our dedicated finance page here.

I have a specific question about a product

Make sure to check if the question has already been asked and answered, or included within a review of the product first! When you are on the product page, head down to the Review section and see if there's anything that'll help! If not, you can ask the question there &we'll get back to you!

Please email [email protected] if you need more detailed help or advice on a product.

I have a question about the Cycle to Work scheme

For more information on the Cycle to Work scheme, you can head to our dedicated Cycle to Work page.

If you need a quote, please send an email to [email protected], or speak with your local Leisure Lakes Bikes store.

I have a question about Click &Collect

Everything on our website is available for FREE Click &Collect to any of our 14 UK stores. To place a Click &Collect order, follow these steps:

  1. Add the items of your choice to your basket and start the checkout
  2. Select Click &Collect as your delivery/collection method
  3. Enter your postcode to find your nearest Leisure Lakes Bikes store, and select the store of your choice
  4. Complete the checkout!

We'll provide you with an estimated date that your order will be ready for collection in the checkout &on your confirmation email. As soon as your items are ready for collection, we'll send you a text message to confirm that your order is ready for collection! Please note that you'll need to bring along your confirmation e-mail, photo-proof of your ID (i.e. passport, driving licence), and proof of address. We'll hold your order in-store for 10 days, if you have any problems with getting to the store to collect your order, please feel free to contact the store and we'll happily extend this!

I have a question regarding stock availability / special order

Our website has a live stockfeed from our warehouse, our stores, and our suppliers. We make sure to keep this clearly marked on the product pages, and in the basket.

Our website pulls live stock figures from our warehouse, our stores, and our suppliers. We've made sure to keep these clearly marked on the product pages &in the checkout. Orders from suppliers will have a dispatch delay notice - this is for while we wait for your item to arrive with us before being able to get it dispatched.

You can click the Check Store Stock button on the product page to view exactly where the item is in-stock.

If you want to order an item that is on 'Special Order' (Marked in Blue in the Choose your Option dropdown on the product page), please be aware that we'll need to check availability for this item as it needs to be ordered in from a supplier, and it may not be readily available. If you need the item urgently please email [email protected] to confirm the lead time before ordering.

I have a question regarding sizing

You can find information on sizing guides for different bike brands, clothing &more on the product page under Sizing Information. You can also use the Find Your Size Tool that lets you input your Height, Arm Length &Inner Leg Length for specific bike brands!

I have a question regarding delivery times

We display an estimated delivery time for all items in the basket &checkout section, please make sure to check this over before placing your order as some items are pulled from different locations and may have a delay! You can read more about our delivery service, and the services available to you on our dedicated delivery page.

How will my bike arrive? How do I set it up?

All our bikes are delivered ready to ride, and go through a full PDI check by a Cytech qualified mechanic before being packed in a special box for delivery! However, there are a few adjustments that need to be made to ensure safe packaging &delivery of your bike - We include all the tools and instructions you need to get your bike ready to ride straight from the bike; All you have to do is turn the handlebars, put on your pedals and then you're ready to ride!

  1. When fitting pedals - the right pedal turns clockwise / the left pedal turns anti-clockwise.
  2. Please make sure pedals are tight before riding.
  3. When adjusting the handlebars - stand over your front wheel looking down the bike to make sure they are straight.

You can read more on our delivery service on our dedicated delivery page.


Is my local Leisure Lakes Bikes store open?

Our stores are remaining open, and are committed to operating safely for our staff and customers. We've limited the number of people in-store at once, so please expect longer waiting times to get inside the store, and consider the weather for your visit, as you may need to queue outside. When queuing and inside the store please remember to maintain at least 2m apart from each other.

We will only accept cashless payment to reduce the amount of contact between you and our staff. We're also performing thorough cleaning and safety checks regularly, and hand sanitisers will be stationed throughout the store.

Please check our Store Location page to confirm that your local Leisure Lakes Bikes store is open and the current opening times.

Where's my nearest Leisure Lakes Bikes store?

You can find your nearest Leisure Lakes Bikes store using our Store Location page, you'll be able to find their contact details, opening times &what's available in-store there.

Why are bicycle shops considered essential?

A bike to some is a key mode of transport, not just a hobby, which is why we've made the decision to keep our shops open, you can read the changes we've made to help reduce the spread of coronavirus here.

Can I still bring my bike in for a service?

Our workshops are still open, but we are operating under additional safety guidelines which means that we're currently operating at capacity so please allow additional waiting time for a job to be completed. You can contact your local Leisure Lakes Bikes store to book in your bike, you can find their contact details &opening hours here.

I've just placed an order

What is my order status?

Once we've shipped your order, we'll email you confirmation of dispatch, and provide a tracking number. We'll send another to confirm that your order is out for delivery that day. The email and tracking information inside will provide further information on the expected time of arrival for your delivery. You can read more on our delivery services on our dedicated delivery page.

How do I cancel/amend my order?

If you need to cancel or amend your order, you'll need to contact us directly - Please send an email to [email protected] with your order number and we'll try resolve this for you as soon as possible.

I've placed an order, but haven't received an order confirmation?

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I attempted to place an order, but the transaction failed?

Sorry for the problems you're experiencing with the checkout. If your payment was declined under the fraud precautions set in place, this means we haven't received your order or any money, this may be due to the billing address not matching to the card used. Your bank may show this transaction as pending for 1-3 days while their systems confirm that no money was sent to ourselves, and then release the funds back into your account.

When your payment is successful, you'll see an order confirmation screen, and receive a confirmation email with your Order Number and details inside.

Where's my order? When will it arrive?

On the day of your delivery, we'll send out an email confirming that it's out for delivery with our courier, you'll be able to follow the tracking number with the link inside the item. Depending on the delivery method you selected on checkout, you may receive a time-slot from the courier confirming the delivery time.

I have a tracking email, but the link doesn't work?

When an item is marked as dispatched, you may find that the tracking link inside the dispatch confirmation email does not work yet. This is because your order hasn't been processed in our couriers system at their depot yet. Please wait until the evening and check the tracking information again, it should be updated by then.

After my delivery

I need a copy of my invoice, where can I get one?

We'll email you a confirmation email as soon as your order is placed, which will be your invoice. If you've lost this, or need a detailed copy, please email [email protected] and we'll get another sent over.

I want to return my order, what should I do?

We currently offer a 60 day returns policy on items that are unused and in the same condition as received, including all original packaging and labels, for a full refund or exchange. It is your responsibility to ensure that the item is returned to us in a safe and secure manner, and you are accountable for return shipping charges.

Our Returns address is:

Leisure Lakes Bikes Returns
Unit 9 Centurion Industrial Estate,
Centurion Way,
PR25 4GU

You can read our full return full t&c's here.

My product is faulty, can you help?

If you have received items that are faulty please send them back to us, and include a covering letter describing the fault and if you would like the item replacing or refunding. Once the item has arrived back with us, we'll be in touch notifying you of the progress. We'll then forward the faulty item onto our supplier to confirm the warranty issue. Please be patient as we need to receive confirmation from our supplier before we can process your request for a replacement/refund. When returning the item please use Royal Mail 1st Class Recorded* so that you have a tracking reference just in case! If your item arrived faulty we will refund your postage cost. If the item was in full working order at the time of delivery to you, we can not refund your return postage cost. You can read our full return full t&c's here.

Who can I speak to about finance payments?

If you have any questions about your finance agreement, you can get in touch directly with V12 Finance on 02920 468 900.

How can I make a complaint?

We're sorry to hear that you've got a complaint about the service you've received! Our Customer Service team is here to help resolve this for you, so if you have any feedback on an item, service or store, our team can help. Please send an email to [email protected] with further information and a member of our management team will get back to you as soon as possible.

Contact Leisure Lakes Bikes

Email Us

  • Your Name *
  • Your Email Address *
  • Your Phone Number
  • Your Order Number (if applicable)
  • Your Message *
* Required before sending

We will never sell or pass on your name and address to any other organisation without your consent. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

Quick Contact

01772 644340 [email protected]

Opening Hours

Our mail order phone lines are open:

Monday: 10am - 5pm

Tuesday - Friday: 9:30am - 5pm

Before calling, please visit our Contact Us page & have a look at our F.A.Q's - you may find the answer to your query!

14 UK Stores

Our stores are open 7 days a week*!

To find your nearest store & check their individual opening hours please visit our store finder page here.