Frequently Asked Questions

How and when can I contact customer service?

Our team is available Monday to Friday (excluding bank holidays) from 9am to 5pm. We aim to respond to all emails within 1–2 business days.

Email: support@aokbikes.com

Do you have a physical store?

We operate as an online shop only. This allows us to keep prices low and pass the savings on to you.

How can I determine the right frame size?

Frame size depends on your height and inside leg measurement. Each product page includes a size guide. If you're unsure, contact us with your height and inseam and we'll recommend the best fit.

How do I place an order?

Browse our shop, add items to your cart, and proceed to checkout. You'll need to create an account or log in to complete your purchase.

How can I check if my order was successful?

You'll receive an order confirmation email immediately after placing your order. You can also view your orders in your account.

Can I change my order after placing it?

If your order hasn't been dispatched yet, contact us as soon as possible at support@aokbikes.com and we'll do our best to accommodate changes.

Will my bike arrive fully assembled?

Most bikes are shipped 85–95% assembled. Minor assembly (handlebars, pedals, front wheel) is required. Instructions are included. If you'd prefer professional assembly, we recommend visiting a local bike shop.

Can I see my previous orders?

Yes. Log in and visit My Orders to see your full order history and download invoices.

Which payment methods do you accept?

We accept Visa, Mastercard, Maestro, American Express, PayPal, and Klarna. All payments are protected by 256-bit SSL encryption.

Is paying by card safe?

Yes. All card payments are 3D Secure protected. We never store your card details on our servers.

Will I receive a confirmation when payment is received?

Yes. You'll receive an order confirmation email as soon as your payment is successfully processed.

What shipping methods are available?

We ship all UK orders with DHL, DPD, and UPS. Small accessories may be sent by Royal Mail. Bikes and bulky items are sent by courier. See our Shipping Costs page for full details.

Can I track my shipment?

Yes. Once your order is dispatched you'll receive a tracking link by email. You can also use our Order Tracking page.

How long will it take to dispatch my order?

In-stock items ordered before 12pm Monday–Friday are usually dispatched the same day. Delivery typically takes 1–3 working days within the UK.

Can I have my order delivered to a different address?

Yes. During checkout you can enter a separate delivery address.

How do I return an item?

You have 30 days from delivery to return unused items. Email us at support@aokbikes.com with your order number to start the process. See our full Returns Policy.

When do I get a free return label?

If your order value is over £40 and delivery was within the UK, we'll provide a free prepaid return label.

Can I exchange an item for a different one?

We don't process exchanges directly. Return the item for a refund and place a new order for the replacement.