Frequently Asked Questions

Our Customer Services Team is on hand to provide expert advice and can help by taking your order details over the phone.

Unfortunately we cannot process the payment over the phone you will be sent a secure payment link to complete the order.

For our opening times and contact information please see our contact page.

Yes, all stock is updated in real time on the website.

Occasionally we may sell new releases on a ‘Pre Order’ basis. This will be clearly visible on the item with an approximate availability date.

In the unlikely event that we are out of stock of the product you ordered, we will contact you to offer a suitable alternative or a full refund.

We have new products arriving each week, if a product is not available and is current season then please contact us and we will do our best to source the product from our suppliers.

Our sizes are displayed based on UK industry standard sizes for each brand and product type.

Most products will be sold in UK sizes but for some the EU Size will be prevalent.

We've added handy size guides on product pages to help you select the best size, just click on the size guide tab next to size selection.

Sizes can differ between brands, sometimes even by style or colour within the same brand if they are from different seasons or produced in different factories.

We have a hassle free returns process for any times that dont fit and there are no additional charges to pay on exchanges.

For products that are labelled in numeric UK sizes these will be displayed on our site as traditional sizes based on the industry standard conversion.

Size guides are provided where possible to assist with choosiing the best size for you, the information has been provided in good faith and is designed to be used as guide only, we cannot provide exact measurements for all of the items we sell.

If you are not completely satisfied with your purchase you can return to us for a refund or exchange thanks to our hassle free returns process.

For more information and instructions please see our Returns Policy page.

If you wish to change or cancel an order before dispatch, please call us directly within 15 minutes of placing the order on +44 (0) 191 917 3803.

If outside of office hours please send a cancellation request via the contact form on our website and/or contact us when our phone lines reopen.

If we are able to stop your order before it’s dispatched from our warehouse, you will not be charged any postage costs and a full refund will be issued otherwise you will need to return your order in line with our standard returns policy.


Orders for personalised items, once processed, cannot be cancelled. 

We will do our best to accommodate your request however orders are typically processed quickly so it may not possible to make any changes.

If you are adding additional items we will attempt to add them to the original order and send out together with no additional charge delivery charges.

We will send you an invoice via email for the additional amount, in the event the new items cannot be added to the original order they will be delivered seperately with no extra charge.

Ready to ride
Every bike from Start Fitness is fully checked & assembled before despatch and will arrive, almost, ready to ride. Each bike is assembled by one of our CyTech accredited mechanics and then packed into one of our custom boxes. Minimal assembly, with basic tools, is required before you can ride. Assembly tools are not usually included. Please note: Some bikes are not supplied with pedals. Manufacturers don’t know if you want flat or clipless pedals, rather than send the bike with the wrong type, they leave the choice for you to make.

This process has a lead time of 2-4 working days
Unfortunately during peak times this may take longer. However we will despatch your bike as quickly as possible.

Making sure you are home
Once fully checked and boxed, we will contact you to book a delivery date. Our bikes are despatched on a next working day service (excludes weekends & bank holidays) for UK mainland orders, or a two day service to Northern Ireland and outlying Scottish areas. European bike deliveries usually take approximately one week.

Taking Delivery
Any mechanical or cosmetic issues need to be reported to us within one week of the delivery date. If you do not plan on using the bike straight away, we advise that you remove it from the box and check it over ASAP as we cannot be responsible for any reported issues (other than standard warranty issues) later than one week from the date that the bicycle was delivered.

First Service
After a few weeks of riding (we recommend around 6-8 weeks, regardless of how much the bike has been used), a new bike will need a service to make final adjustments and to re-check all nuts and bolts. This is necessary as the bike goes through a ‘bedding in’ phase, after which, final adjustment may be necessary. We recommend that this is carried out by a CyTech qualified mechanic.

It is important to have these checks carried out to prevent any avoidable problems which may not be covered by warranty and to ensure the smooth running of your bicycle. If you’re local to us, we’re able to offer this first service free of charge* at our Newcastle store (NE1 6JE). You’ll just need to call our workshop on 0191 917 3825 to book your service in, and don’t forget to bring your proof of purchase when you drop the bike off with us.

If you’ve had the bike delivered, it will be your responsibility to ensure a first service is carried out at a trusted bike shop local to you, preferably by a Cytech certified mechanic. Start Fitness are unfortunately not able to cover any costs associated with this service if carried out by another store.

*Please note that this complimentary check-over does not include any labour to replace worn parts or to fit new accessories. All bikes should be delivered to us in a clean and serviceable condition, or a £15 cleaning charge will be payable.

Bike Servicing
Bicycles need to be serviced regularly, as a guideline we would advise on at least one full service per year and/or a standard service twice a year. If the bike is used regularly in adverse conditions, more regular servicing may be required.

Cycles Warranty
All cycles and parts are covered by normal manufacturers warranties for manufacturing faults and defects. Warranties do not cover normal wear and tear, accidental damage, any non manufacturer specified modifications, faults & damage caused by use for which the cycle was not designed for or failures/ damage occuring due to lack of adjustment or maintainance. We therefore recommend that cycles are serviced regularly by a Cytech qualified mechanic. As a guide after the first few weeks of riding an initial check and adjustment service, at least one full service per year and/or a standard service twice a year.

You can check out our Shoe Buying Guide here.

If you need any further assistance, contact one of our experts on chat or on 0191 917 3803

Every effort is made to ensure the imagery used is as representative as possible.

We also include the primary colour in the listing title and the manufacturers colour in the product specification for comparison.

Allowances should be made for the variances between different browsers, devices and monitors.

If the colour is not what you require, you can return for an exchange or refund.