Questions about an order, a delivery, a return, a warranty claim, or a service booking can start here. If you would rather talk to us, WhatsApp is usually the quickest.
How do I track an order?
Once a parcel has left us, we email the tracking details. Open the courier’s site and enter that number. Bikes are different: we contact you to arrange delivery, because each one is checked and set up before it goes out. If nothing has arrived and you have no tracking email, see Track my order.
How long does delivery take?
We deliver to mainland UK. An in-stock bike is ready for dispatch and is usually delivered within 2–5 business days, subject to pre-delivery inspection and setup. If we have to order the bike from a supplier and it is coming from a UK warehouse, expect 2–5 business days. If it is not coming from a UK warehouse, delivery can take 2–8 weeks. A bike that is available to order usually arrives within 2 days, then needs the same inspection and setup. The Y-Volt Surge V is usually delivered within 2–4 working days, plus PDI and setup.
Parts and smaller orders are usually with you in 6 to 72 hours, depending on where you are. That is a guide. We are not liable for a delay caused by the courier. Mainland orders over £200 are delivered free. If you prefer, you can collect a bike from the shop instead of having it delivered. Weekdays are 10am to 4pm. Weekends are by appointment only. The full rules are in our shipping policy.
Can I return an order?
If you bought at a distance, you have 14 days, starting the day after the goods arrive, to tell us you are cancelling. You do not have to give a reason. You pay the return unless the goods are faulty, not as described, or not fit for purpose. A change of mind after those 14 days, or after a bike has been registered, is a different question: inspection, deductions, and what we will not take back are in the refund policy. Read it before you send anything back.
Is a deposit refundable?
A £150 deposit reserves a bike for up to 48 hours, and that deposit is refundable. The balance is due before the bike leaves. See our terms.
How do I make a warranty claim?
Email sales@directmx.shop with your order number, the bike, and what is wrong. Claims are checked against the warranty. The bike needs to come to the workshop for inspection. We do not collect it.
Can I book a service?
Yes. Servicing, repairs, and workshop rates are on the service rates page. Message us to book a time.
Do you offer credit or finance?
Credit is coming soon. We do not offer finance yet, and a bike is not sold on credit until that is in place.
How do I contact Direct MX?
WhatsApp 07427 965 293 (text only), or email sales@directmx.shop.
Direct MX Group Limited, Unit 14, Emley Business Park, Leys Lane, Huddersfield, West Yorkshire, HD8 9RG.
Weekdays are 10am to 4pm. Weekends are by appointment only.