Shipping policy

This Shipping Policy explains shipping and delivery arrangements for orders placed through santacruzbicyclesa.shop.

1. Free Standard Shipping

All orders placed through santacruzbicyclesa.shop receive free standard shipping.

There is no standard shipping fee charged to customers for ordinary orders covered by this policy.

2. Estimated Delivery Time

Our estimated standard delivery timeframe is:

15–20 days

The estimated timeframe normally begins after an order has been successfully confirmed and accepted.

The delivery estimate is provided in good faith based on ordinary shipping circumstances.

Occasionally, delivery may be affected by events outside our reasonable control.

3. Order Processing

After an order is placed, it may undergo:

• payment verification;
• fraud-prevention checks;
• order confirmation;
• fulfilment preparation;
• packaging; and
• transfer to the applicable shipping provider.

Orders cannot always be modified once processing has begun.

If you identify an order error, contact:

info@santacruzbicyclesa.shop

as quickly as possible.

4. Order Confirmation

After successfully placing an order, you should receive an electronic order confirmation using the contact information submitted during checkout.

Please review your order confirmation carefully.

If information appears incorrect, contact us promptly.

5. Delivery Address

Customers are responsible for entering a complete and accurate shipping address during checkout.

This includes, where applicable:

• recipient name;
• house or building number;
• street name;
• flat or unit number;
• city;
• county;
• postcode; and
• other delivery information required by the carrier.

We are not responsible for avoidable delivery problems caused solely by materially incorrect shipping information supplied by the customer, subject to applicable consumer law.

6. Address Changes

If you need to change a delivery address, contact:

info@santacruzbicyclesa.shop

immediately.

We will attempt to update the information if fulfilment has not progressed too far.

We cannot guarantee an address change after an order has entered fulfilment or been dispatched.

7. Tracking

Where tracking is available, tracking information may be provided electronically.

Tracking information can sometimes take time to update after a parcel has been transferred to a shipping carrier.

Temporary gaps between tracking scans do not necessarily mean that a parcel has stopped moving.

8. Multiple Parcels

An order containing multiple products may occasionally be shipped in more than one package.

Packages from the same order may arrive separately.

If you receive only part of your order, review any available tracking information before contacting customer support.

If you believe an item is missing, contact:

info@santacruzbicyclesa.shop

9. Delivery Delays

Although our estimated delivery timeframe is 15–20 days, circumstances outside our reasonable control can occasionally cause delays.

Examples include:

• carrier network disruption;
• severe weather;
• transportation interruption;
• high-volume seasonal periods;
• public holidays;
• customs or border processing where applicable;
• government action;
• strikes;
• natural disasters;
• incorrect delivery details; or
• other exceptional logistics events.

Where a delay occurs, applicable statutory consumer rights remain unaffected.

10. UK Delivery Rights

Our delivery estimate does not remove statutory rights under applicable UK consumer legislation.

UK rules governing distance contracts include requirements relating to delivery performance, and contractual delivery commitments remain subject to applicable consumer law.

The Government's guidance on distance selling describes the legal framework applicable to online sales and delivery obligations.

11. Lost Packages

If tracking indicates a parcel may have been lost, contact:

info@santacruzbicyclesa.shop

Please include:

• your order number;
• your full name;
• your delivery details; and
• available tracking information.

We may investigate the shipment with the relevant carrier or fulfilment service.

Where a parcel is confirmed lost before delivery to the customer, we will provide an appropriate remedy in accordance with applicable law.

12. Packages Marked Delivered but Not Received

If tracking shows your parcel as delivered but you cannot locate it:

1. Check the immediate delivery location.
2. Check whether another person at the address accepted it.
3. Check any safe location identified by the carrier.
4. Review the tracking information.
5. Contact us if the parcel remains missing.

You may contact:

info@santacruzbicyclesa.shop

We will review the available delivery information and, where appropriate, raise an enquiry with the carrier.

13. Damaged Parcels

If a parcel arrives damaged, retain the packaging where reasonably possible and contact us promptly.

Please provide photographs of:

• the external packaging;
• shipping label;
• internal packaging; and
• damaged product.

This information assists us in investigating the issue.

14. Incorrect Delivery

If you receive a product that does not correspond to your order, contact:

info@santacruzbicyclesa.shop

Please provide your order number and photographs showing the item received.

We will arrange an appropriate resolution in accordance with our Return and Refund Policy and applicable consumer law.

15. Failed Delivery Attempts

Depending on the shipping carrier, unsuccessful delivery may result in:

• another delivery attempt;
• delivery to an authorised collection point;
• temporary storage at a carrier facility; or
• return to sender.

Customers should follow carrier instructions where provided.

16. Unclaimed Packages

Customers are responsible for collecting parcels made available at authorised collection points within the carrier's collection period.

If a parcel is returned because it was not collected, contact us to discuss available options.

A returned parcel does not automatically constitute a valid statutory cancellation notice.

17. Refused Packages

If you wish to cancel a purchase, we recommend contacting us directly rather than simply refusing the parcel.

Contact:

info@santacruzbicyclesa.shop

This allows us to correctly record and process the cancellation.

18. Customs and Cross-Border Deliveries

Where a shipment crosses an international border, customs processing or import formalities may occasionally affect the delivery timetable.

Any taxes, duties or charges that legally apply to a transaction will be handled or disclosed in accordance with applicable requirements and the information presented during the purchase process.

19. Delivery Restrictions

We reserve the right not to ship to locations that cannot reasonably be serviced by our available shipping network or where shipment would violate applicable laws or carrier restrictions.

If an order cannot be fulfilled, we will contact the customer where reasonably possible and issue any refund required.

20. Risk During Delivery

Where applicable consumer law provides that goods remain at the trader's risk until they come into the consumer's physical possession or the possession of a person identified by the consumer, those statutory rules will apply.

Nothing in this Shipping Policy overrides mandatory consumer protections.

21. Cancellation and Returns

Shipping issues and cancellation rights are governed together with our Return and Refund Policy.

Eligible UK consumers may have a statutory cancellation period for distance purchases. Government guidance confirms that consumers generally have 14 days after delivery to notify a seller of cancellation for eligible online goods.

22. Free Shipping and Refunds

Because standard delivery is free, no standard outbound shipping fee is normally charged or deducted.

For return shipping costs, please refer to our Return and Refund Policy.

23. Customer Support

For shipping and delivery assistance, contact:

santacruzbicyclesa.shop
Email: info@santacruzbicyclesa.shop

When contacting us about an existing shipment, please provide your order number whenever possible.