Frequently Asked Questions

How do I place an order?
You can place an order either through this website using a credit/debit card or Paypal. Or alternatively you can place your order over the phone on our sales hotliine T:0845 6800 360. Lines are open 9am to 5.30pm Monday to Saturday and 11am to 4pm on Sundays. We accept all major credit/debit cards including : Visa, Visa Electron, Mastercard, Solo, Maestro/Switch and American Express.

Do you have a catalogue?
Yes we have a paper copy of our catalogue which can be requested on-line and delivered to you for free by filling out the form on the Contact Us page. Catalogues will be sent via a Royal Mail 1st class service.

Are the prices shown on-line inclusive of VAT?
All product prices shown on Source BMX include VAT at the current rate of 17.5%.

Can I pick an order up from your shop?
Yes it is possible to arrange to collect your order from our shop. Please call or email before collecting the goods so we can make sure your order is ready for collection.

Do I have to pay import charges? 
If you live outside of the EU additional charges for customs clearance and tax are the responsabilty of the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
 
Can you leave the delivery at an agreed hiding place?
No, All deliveries made by our courier require a signature. However the courier will leave the parcel with a neighbour if required.

Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.

Do you to deliver to P.O. Box addresses?
No, we do not delivery to any form of Post Office Box.

I'm not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel.

I've only received part of my order, what's happened?
Occasionally we may be temporarily out of stock of an item when your order is shipped. If the item is due into stock with us in the next couple of days we will send your order with the missing item to follow seperately when it becomes available. This wont incure any additional postage charges. If there is a problem with an item when shipping your order which will take longer than 2 days to come in with us we will contact you by phone or email.

I've just placed an order, can I change it?
This depends on the progress of your order. If your order has not shipped it will be possible to amend the order. You can check the status of your order by loggin onto your account online or by calling the store on T:0845 6800 360

Can I cancel my order?
This depends on the progress of your order. If your order has already shipped it will be neccessary to return the goods back to us (at your own expense) to receive a full refund or exchange. You can however cancel your order if your item has not yet been despatched. You can check the status of your order on-line by logging into your account or calling the store on T:0845 6800 360

I need to return/exchange an item
All the details regarding the returns proceedure can be found here on the returns page.

How long will it take to refund me?
Refunds will be processed by us on the day that the order is cancelled and/or the returned goods are received by us. However please allow 2-3 working days for your funds to appear in your account - this is the standard banking clearing time which we have no control over.

Do I have to pay for return postage?
If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

Do you refund the delivery charges for returned orders?
Delivery charges are non-refundable unless the item is faulty or has been sent in error by us. 

Which countries do you deliver to?
We deliver to Great Britain and all European countries including Switzerland, Norway and the Channel Islands.