Customer Support Policy

If you did not receive the order confirmation email or shipment notification email, please check your spam mail box. Your mail system would regard the first email as spam automatically

Return Request

Tel: 82-31-443-0530
Fax: 82-31-443-0531
email: support@bicyclehero.com
From Monday to Friday 09:30 ~ 17:30

100% Satisfaction

Our 100% satisfaction guarantee ensures that every item you purchase at BicycleHero meets your high standards—or you can return it for a replacement or refund.

We have been outfitting outdoor adventurers since 2006. And in that time, we've learned a lot about what makes great gear. Our employees continually use all the gear we have to do the same activities that you do—from weekend day hikes to world class racing compatition.

Plus, we listen to your feedback. All of it. Bottom line? You can count on everything we offer to be highly functional and 100% satisfaction guaranteed. Which means you can't go wrong with gear from BicycleHero.com.

If you're ever dissatisfied with an item, you may return or exchange it to BicycleHero.com.

Repair Service

If the item has some problem, we can do repair service for you. Please return the item to us. We will let the item to get repair by manufacturer. Then we will send it to you. If the item is in the warranty period, we must follow the policy of manufacturer. If the repair service makes any charge, we will contact you. And after getting confirmation from you, we will proceed the repair process.

Depending on your using duration, the postage will be charged.

3 months from ordered date - returning cost by buyer , second regular shipment is free.
over 3 months from ordered date - returning cost by buyer, second shipment by buyer.

Before returning the item, please complete the return request with the photos of the item status. We can suggest the best solution for it.

Size Exchanges

It's often difficult to know what size shoe or apparel product is going to fit you when you can't try it on first. We take the risk out of purchasing over the internet. If you find you need a different size, simply return the item in new condition and we'll accept the returning without restock fee:

Returns & Replacements

Buyers are responsible for paying the shipping and handling charges for exchange and refund. Please return item to address shown on package. Product must be returned in its original packaging.  Customers may request for an exchange or refund less shipping and handling within 90 days. DOA/Defective goods will be refunded or exchanged depending on availability. It is the sole responsibility of the customer to verify their original purchase  For any returns or exchange, please contact us first.

We will happily refund or exchange any item purchased on BicycleHero

  • We make no charge for returns - there is no restocking fee
  • Returned goods must be unused and supplied with their original packaging and labels.
  • We cannot accept returns on clothing that has been personalised e.g. with name printing
  • All returns must have a completed returns request
  • We will credit the card we have on file for you this may take up to 10 working days to appear as cleared funds
  • If the original payment was via PayPal we will credit the PayPal account that the order was placed with.