Fellia.com - Low Cost Bikes

Help Centre

FAQs

Please find a list of popular questions below:

  1. WHAT HAPPENS ONCE I HAVE PLACED AN ORDER & HOW LONG
    DOES DELIVERY TAKE?
  2. HOW CAN I CONTACT YOU?
  3. HOW MUCH DOES POSTAGE & PACKAGING COST?
  4. CAN YOU DELIVER OUTSIDE THE UK?
  5. CAN YOU DELIVER ON A SATURDAY?
  6. WILL SOMEONE NEED TO BE IN TO SIGN FOR THE GOODS?
  7. WHAT IF NO ONE IS AVAILABLE TO SIGN FOR THE GOODS?
  8. WHAT HAPPENS IF THERE IS STILL NO ONE IN AFTER THE SECOND
    DELIVERY ATTEMPT?
  9. WHAT HAPPENS IF I AM EXPERIENCING PROBLEMS WITH THE
    COURIER?
  10. HOW LONG IS MY WARRANTY?
  11. HOW SECURE IS MY PAYMENT TRANSACTION?
  12. WILL I NEED TO ASSEMBLE MY NEW BIKE OR PRAM?
  13. ARE THE BIKES ROAD SAFE?
  14. WHAT IF I HAVE A COMPLAINT?
  15. MONEY BACK GUARANTEE
  16. WHAT IF I NEED TO RETURN ANY ITEMS?
  17. WARRANTY AND SERVICING
  18. WHAT SAFTEY GUARANTEES DO YOU PROVIDE?
  19. IMPORTANT NOTES
  20. HOW ACCURATE IS YOUR WEBSITE?
  21. DISCLAIMER


WHAT HAPPENS ONCE I HAVE PLACED AN ORDER & HOW LONG DOES DELIVERY TAKE?
Once your order has been paid for, we send an order confirmation & order number to you by Email .
Delivery is programmed to arrive within 3-5 days of cleared payment, subject to availability of stock and time slots.
Fellia Limited accepts no responsibility for delays in collections or deliveries.
Please note: We do our utmost to arrange for your order to arrive on within 5 working days but in rare circumstances, eg bad weather, acts of God, your delivery could be slightly delayed and therefore we will not be held liable for any consequential losses caused by delivery delays
On dispatch of your goods to our couriers we then will send you an e-mail confirming this.
When you receive your goods, it is important that you inspect them before signing for the delivery. If you are suspicious that the goods are damaged, or the box containing the goods looks badly damaged, then you should refuse delivery and inform us of the same as soon as possible. If the box is slightly torn or re-sealed with a bold “DHL” tape, sign for the goods "DAMAGED" and please contact us immediately so that we can resolve the situation with our courier. Replacement goods will be sent out to you as soon as possible. If you sign for the goods and subsequently find that the goods are damaged it makes it harder for us to deal with your complaint.

HOW CAN I CONTACT YOU?

The best way to contact us is by e-mail at sales@fellia.com

HOW MUCH DOES POSTAGE & PACKAGING COST?
Delivery depends on the type of the bike you are purchasing and the delivery address - please see individual bike descriptions.

CAN YOU DELIVER OUTSIDE THE UK?

Yes we can deliver outside U.K. Individual bikes cost £50-£100 for deliveries to Europe. Please enquire about wholesale pricing by contacting us.

CAN YOU DELIVER ON A SATURDAY?

Yes, we can offer Saturday deliveries at an additional cost.

WILL SOMEONE NEED TO BE IN TO SIGN FOR THE GOODS?
Yes, the delivery driver will need a signature for the goods.
If you require a neighbour to accept the goods for you, please enter your neighbour’s address as the delivery address when you place the order.

WHAT IF NO ONE IS AVAILABLE TO SIGN FOR THE GOODS?

The delivery driver will leave a card to inform you of this and you can re-arrange delivery by following the instructions on the card.

WHAT HAPPENS IF THERE IS STILL NO ONE IN AFTER THE SECOND DELIVERY ATTEMPT?

A card is usually left by the delivery driver to inform you that the goods have been taken back to your nearest depot for collection. After two failed delivery attempts the courier will send the goods back to us and you will have to pay the delivery charges again and upon receipt if which we will re-send the goods.

WHAT HAPPENS IF I AM EXPERIENCING PROBLEMS WITH THE COURIER?

Fellia Limited books in deliveries ON BEHALF of the customer. Any subsequent communication with the courier must be by the customer. All items are traceable. If a courier does not deliver as advised to Fellia and subsequently to the customer, Fellia does not take any responsibility for any loss of holiday, or any other costs that may result in a failed delivery by the courier. In the event an item has not been delivered, you must notify Fellia Limited within 2 weeks that your item has not been received.

HOW LONG IS MY WARRANTY?

Most new bicycles come with a 12 month warranty unless otherwise stated. Ex display bicycles come with a 3 month warranty.
The warranty does not cover normal wear and tear, improper assembly (such as crossed bottom bracket threads), poor maintenance or installation of parts and accessories not originally intended for, or compatible with the bicycle as sold. Specifically the fitting or modification of rear suspension units not supplied as original equipment or fitting suspension forks with travel longer than the recommended maximum will invalidate this warranty.
Fellia reserve the right not to warranty bicycles, frames or components which in their opinion have been used for riding conditions outside the limits indicated for each model. These limits can be provided on written request for clarification of these categories and the intended use for individual models.
The warranty does not apply to damage or failure due to accident, abuse, collision impact (e.g. flared head tube) or neglect. The warranty excludes bicycles used for competition, speed or time trials, hire, reward or rental. Fellia limited shall not be responsible for incidental or consequential damages.
Bicycles sold on an Ebay auction have a 3 month warranty unless otherwise stated.
It is the customer’s responsibility to look after their bike with self-maintenance (e.g. lubrication) and servicing. It is recommended bicycles are fully serviced initially and then every 500 miles. It is at the discretion of Fellia whether any claims are deemed to be the result of neglect or a manufacturing fault.
If you would like your bicycle serviced, please email us prior to placing your order and we can arrange this for you at a price of £25.

HOW SECURE IS MY PAYMENT TRANSACTION?
We value your security as a priority and have done our utmost to ensure none of your personal information is at risk while you are visiting our site.
All information that you provide in the process of making a transaction will not be disclosed to any third party whatsoever and card transactions are processed by Protx (Now known as Sage Pay)

WILL I NEED TO ASSEMBLE MY NEW BIKE OR PRAM?

As with any flat-packed product, some assembly is needed. All bicycles are 95% assembled, so only a minimal amount of time and effort by a competent person is needed to complete the final assembly. Expect to spend between 10 & 30 minutes to complete the bike.
On all models you will definitely have to screw in the handbars, pedals and seatpost - this is very straight forward. The mudguards and reflectors may need attaching also. In some cases the brakes and front wheel may need attaching - we will supply instructions on how to do this.

You may need a small spanner and a screwdriver to attach the mudguards.

Fellia Limited will not provide refunds on the basis that a customer can not assemble their bike - it is the customers responsibility to find a competent person to help. These bikes are flat packed products, hence the lower prices.

Brakes and gears may need adjusting - this is the buyers responsibility and instructions can be sent on request.

ARE THE BIKES ROAD SAFE?

Bikes are put through a series of tests by the manufacturer before they are shipped to the UK. Fellia Limited has had an independent bike shop review each model to confirm these are road safe. However, there may be some instances where there are faults, as with any batch of imported products. It is therefore imperative that all bikes are assembled correctly and tested off road first. Fellia accepts no responsibility for assembly and any injuries incurred whilst cycling.

WHAT IF I HAVE A COMPLAINT?
In the unlikely event that you should feel the need to complain, we will try our best to reach a satisfactory resolution for you.
Please e-mail to customercare@fellia.com should you feel this necessary.

Please note Fellia Limited does not take any responsibility for accidents occurring when cycling on a bicycle you have purchased from us. It is the buyers responsibility to check the bike has been assembled securely and tested before taking the bike out in public.

MONEY BACK GUARANTEE

The 14 day money back guarantee means you can return the bike, unused, in it's original condition, with all accessories and boxed. If on returning the item, it appears as though the item has been used, a full refund will not be granted as the item will then be deemed as second-hand. Please note we will not accept excuses for not checking the bike within 14 days. Any problems reported after 14 days are then covered by your warranty. WARRANTY MEANS REPAIR OF THE BIKE AND LABOUR TO PAY FOR THE REPAIR. This does not mean a replacement unless the bike is irreparable. Refunds are not given under your warranty - if the bike is irreparable, a replacement bike will be sent.

WHAT IF I NEED TO RETURN ANY ITEMS?

In the unlikely event you need to return anything to us, please send an e-mail to our customer care department, customercare@fellia.com
PLEASE NOTE WE DO NOT REPLACE FREE ITEMS - THESE ARE NOT COVERED BY YOUR WARRANTY.
Sorry we do not accept returns outside of the mainland UK. If your bike is irreparable e.g. your frame has broken, we will replace it for you. Otherwise you must get your bike fixed by your local bike shop and provide the original receipt in order for us to refund you but you should inform us before doing so.

You must report any problems within your warranty period, otherwise you are not eligible for a refund of any repairs or parts. Refunds are at the discretion of Fellia. Full refunds are only given after the 14 day money back guarantee in extreme circumstances where bike is irrepairable and we are out of stock. In most cases, spare parts will be sent out and any costs to replace these parts will be covered by Fellia, or a replacement will be sent.

Please put as much detail as possible in the e-mail as it is possible to resolve most problems to your full satisfaction without returning the goods. If it is necessary to return an item, as agreed only by Fellia Limited, we will e-mail you a returns number. We ask that you include a copy of this e-mail with the returned goods. Please do not return any item without first contacting our customer care department for a returns number as no goods will be accepted without this.
If any goods are returned owing to an error on our part, we will gladly refund your return postage charges. For example, we have sent the wrong model or colour.

If any goods are returned unwanted or incorrectly ordered by you, we will either exchange or refund you, provided that all goods are returned in a perfect, saleable condition within 14 days. However, you must bear the cost of return carriage and internal costs and regretfully we cannot refund this amount or your original delivery costs. This return cost will be the same as you paid on your outgoing delivery.

If any goods are returned which you feel are faulty and un-repairable, and covered by the manufacturer's warranty, these must be returned to us for inspection, together with your purchase receipt. If it is found to be a genuine fault of manufacture (not accidental damage, misuse, abuse, neglect, normal wear and tear, something that can be adjusted, or a part that can be changed), we will usually either repair or replace* it free of charge with the same product or a product of equal or higher value to your satisfaction. Your standard postage costs will usually be reimbursed, but we will not reimburse any additional postage costs you paid for services such as priority delivery or delivery outside of mainland UK.

If any parts on the items are faulty, or develop a fault during your warranty period, we will send out replacement parts free of charge, so long as they are covered by the manufacturer's warranty. Any labour/fitting charges will be negotiated.

If any items are returned claiming to be faulty which we regard as not being covered by the manufacturer's warranty, we will contact you to inform you of this. In this event, you will be liable for all admin, courier and internal transportation costs.

It is the buyers responsibility to find a local bike shop for repairs. We do not cover any expenses regarding getting to and from your local shop. We do not do repairs in-house.

Fellia will NOT accept a 3rd party option of quality and performance as a basis for a full refund. Our goods are manufactured to a price and pass CE and British standards.

Any replacement parts which we Fellia Limited can not provide, can be provided by a 3rd party bike shop. The parts used are to be of equal price and quality as the original parts used. We will not pay for any upgraded parts. Our bicycles are priced based on the parts used which pass British Standards.

It is important that all original packaging is kept until you are satisfied with the goods and are sure that they will not need to be returned. Couriers will not accept any goods if they are not in their original packaging.

In the event that you have not kept the packaging, we can provide a replacement box at the cost of the buyer. This will be deducted from the refund amount, including any costs of shipping out the new box. The cost of a replacement box is £6.99 + £8.99 delivery.

It is the buyer’s responsibility to re-pack the bike safely. Any further damage to the bike, due to poor packaging on returning it, will be deducted from the refund. It is the buyer's responsibility to take any issues up with the carrier if they feel it is their fault.

We will not cover any other 3rd party courier costs, so please contact us to arrange returns.

If you have been given a postage discount by agreement for multiple items and you then wish to return an item, you will not be refunded the full actual cost of the postage involved in returning any items.

It is the buyer’s responsibility to inspect the bikes within the 14 day money back guarantee period to ensure a refund can be given, if required. After the 14 day money back guarantee period, Fellia will only offer repairs (parts and labour) under the warranty. If you do not report any problems e.g. damage by courier straight away, any subsequent impact damage reported will be classed as accidental damage.

In some cases, gears or brakes may need adjusting slightly - this is normal. This is not deemed a fault and refunds will not be given for this. If a refund is requested within the 14 day money back guarantee period, buyers will be responsible for the return costs (admin, internal transportation costs and courier) unless there is a fault. False claims of faults or damage in order to get a refund will result in consideration of legal action.

A small amount of assembly is required, as with all flat packed bikes. Assembly / adjustment instructions are available on request and it is the buyer’s responsibility.

WARRANTY AND SERVICING

We do not cover servicing costs. All bicycles have been assembled, lubricated and adjusted at the manufacturing end. They have not been fully serviced and it may have been some time before the bicycle arrives at your doorstep since the bicycle was lubricated. Under your warranty conditions it is essential you have your bicycle serviced before use. If you use your bicycle before it has been serviced (and therefore hasn't been tested for any potential problems) and damage occurs as a result of neglect, your warranty will be void. An example of this could be the gears haven't been set up properly and the chain comes off in to the wheel and damages the spokes. We can get your bicycle serviced for you before dispatch for an extra £25.

Proof of servicing will be required.

WHAT SAFTEY GUARANTEES DO YOU PROVIDE?
The safety of our customers is of utmost importance. It is the responsibility of the customer to ensure the bikes are assembled correctly and safe to ride. Any problems with bicycles will be corrected as laid out in the Terms and Conditions above. All our bikes are manufactured to British Standards.

IMPORTANT NOTES

All postage costs relating to the returning of goods will be the responsibility of the buyer (except when the goods are either faulty or incorrect). We only offer a collection service for warranty claims within 28 days of the delivery date. Goods will only be collected if they are enclosed in their original box. If a part is missing, damaged or broken, there is usually no need to send the whole product back. Contact us and we will send any item(s) to you free of charge the next working day (whenever possible).
Fellia Limited reserves the right to adjust these Terms and Conditions at any time.
Refunds are only given if bikes are deemed irreparable / irreplaceable and form a problem within the warranty period - in no other circumstances are refunds given, unless with the 14 day money back guarantee period. Any third party companies affiliated / working with Fellia Limited accept these terms and conditions.

HOW ACCURATE IS YOUR WEBSITE?

We have done everything to ensure that the descriptions of the items on the website are as accurate as possible, but we all make mistakes sometimes and so cannot be held responsible for any real or perceived discrepancies of products from their descriptions.
Sometimes if we are out of stock we may source directly from our supplier and the bike branding (aesthetic only) may be different, e.g. a different logo. If this is a problem you must let us know. We will let you know if we are sourcing directly from our supplier.

DISCLAIMER

Fellia Limited disclaims damages of any kind, compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties implied or otherwise relating to use of this site. Price and availability information is subject to change without notice. Any rights not expressly granted herein are reserved.
Your statutory rights are not affected by the foregoing.