Frequently Asked Questions

Product Support

Bikes offered within Giant UK can differ from other global offerings. Unfortunately, stock cannot be transported overseas from other international Giant dealer stores, for sale on our UK website.

Unfortunately, we currently do not. However, we are due to partner with a company in order to provide touch-up paint. To be notified on the release, please complete the form, here.

The only bike colours available for our UK customers are featured online, on each product webpage. Unfortunately, stock cannot be transported overseas from other international Giant dealer stores for sale on our UK website.

Unfortunately, we cannot transfer bikes between different Giant dealer stores.

Unfortunately, we do not sell components directly to consumers. However, please contact our Rider Support team who can specify availability and provide a part code, whereby, you can order the part directly through a Giant authorised store.

Due to a transfer to a new warehouse, parts and accessories are only available to be purchased through a Giant authorised store, currently. Once the warehouse is fully up and running, online sales for these items will commence.

Yes, all bikes purchased from giant-bicycles.com/gb will be fully assembled and safety-checked so that you are ready to ride.

Our owner's manuals can be found, here. If your bike is over 5 years old, please contact us for the manual.

Payment

Credit card

Pay by Visa, MasterCard or American Express

PayPal

Apple Pay

Giant Cycle To Work sheme

 

Klarna Pay Later

Pay in 30 days

Klarna Pay Over Time

3 interest-free instalments

V12 Retail Finance

Unfortunately, we currently do not.

Yes, for each Click & Collect destination, a separate checkout needs to be completed.

This is likely due to your basket including Click & Collect items from different Giant authorised stores. Please complete separate checkouts for each store destination.

Collection, Delivery & Returns

We are sorry that you have received a defective item. Please return the item, along with your proof of purchase, to the Giant dealer store that you originally collected the order from (or in the case of home delivery, to the Giant dealer store who delivered your order), whereby they will be able to examine the product and advise.

We are sorry that you are not in receipt of your order, as of yet.

If the Giant retailer holds stock of the ordered item/s in-store, the product/s will be available for pick up within 3-5 working days.

If the Giant retailer does not hold stock of the ordered item/s in-store, the product/s will be received by the store and if needed, assembled, within 7-10 working days.

If the aforementioned timescale has passed, please contact our Rider Support team, who will help.

Giant dealer stores will normally hold an item for 5 working days. If you are unable to collect your order within this timescale, please contact us.

Yes - please view our returns policy, here.

This is dependent on your locality and the item/s ordered. If you have an order containing a bike and under Delivery Options at the checkout stage, there is a Home Delivery option, the local retailer will build and safety check the bike before hand-delivering the bike to your home.

Please note, for finance orders, the delivery address must be the same address as in your finance agreement.

Maintenance & Repairs

First, check your own body and take care of any injuries. If necessary, seek medical help. Then, take your bike to the Giant dealer store where the bike was purchased, for a thorough check.

Proper bike cleaning should be a big part of your bicycle maintenance routine. Washing your bike regularly will ensure all your expensive bike parts have a long and happy life. Whether you ride a road bike or a mountain bike, taking the time to wash your bike (especially your drivetrain) is a necessity. For road bikes, we suggest degreasing and 're-greasing' your drivetrain every 100 miles. For mountain bikes, you should clean your bike after every muddy ride or every couple of weeks with regular use in dry climates.

It is recommended that you should take your bike in for a service check roughly around 3 months after owning the bike. After this period, it is recommended that you take your bike in for a minor service check every 12 months. However, this does depend on how much you use the bike.

Warranty

If you wish to start a warranty claim, please contact the Giant dealer store where you collected the product (or in the case of home delivery, to the Giant dealer store who delivered your order), to arrange an examination. Once this is arranged, please bring the item, along with your proof of purchase to the store, whereby, the store staff will liaise with our warranty team, in order to advise on the option/s available to you.

Please note, we are unable to diagnose any issues without physically inspecting the product itself.

For more information, please view our dedicated warranty page.

You just need to take your proof of purchase, along with your bike, to the Giant retailer where the bike was collected or delivered from.

Complaints

We are committed to investigating all valid complaints about our products and services.

Please initially contact our Rider Support team with your concern.

Our second point of escalation would be our Rider Support Manager.

Our last point of escalation is with our dedicated complaints team, whom are contactable by the following methods,

Email: complaints@giant-bicycles.co.uk

Post:
Complaints Department,
Giant UK,
Charnwood Edge,
Cossington
LE7 4UZ

Our complaints team commit to a response within 2 working days.