Questions about shopping online with us?

What do I do if an item I added to my cart is now sold out?

Items are only reserved once your purchase is complete. If an item is in limited stock, it might be sold out before you reach the checkout. Items added to your shopping bag are saved for 30 days, but stock can’t always be guaranteed. It’s best to submit payment as soon as possible to avoid this issue.

Can I cancel or change to the order I just placed?

You can only cancel or change an order within 30 minutes and if the order has not been processed. We process orders very quickly, so changes and cancellations cannot always be fulfilled. Please contact our customer care team on 03 384 0355 within 30 minutes with your change/cancellation request.

Is my privacy and personal information secure on your site?

We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click here to view the full details on how we protect your privacy and personal information.

How do I return or exchange an item?

We do not accept returns or exchange without prior return authorization. If you need to return your order, please contact our customer service team on 03 384 0355 first. Once you’re authorised to return the item(s), follow all of the instructions provided.

We recommend all returns are sent via a traceable carrier. Keep the tracking number so you can ensure the package is returned to our warehouse. Cycleways is not responsible for packages sent with a return label not provided by us, or without the original packing slip.

How long will it take for my order to arrive?

We aim to process and dispatch your order within three business days; a little longer for rural deliveries. Please note that we are unable to deliver to post office boxes. Any orders placed on weekends or public holidays will be processed within the next two business days. Please keep in mind that orders can be held up due to busy sales periods or public holidays.

Once your order is collected by Aramex New Zealand courier, we have no control over it. Any enquiry about your delivery needs to be directed to Fastway courier.

I didn’t receive an order confirmation. Did my purchase get through?

You should have received an order confirmation email shortly after your order was placed. Please check your spam folder, otherwise send us an email to info@cycleways.co.nz.

Which countries do you ship to?

We are only able to deliver orders within New Zealand.

How can I track my orders & payment?

Once you have placed your order, your order begins processing and cannot be changed or cancelled. By clicking ‘Place Order’, you confirm that you have read and understood Cycleways Terms & Conditions. Once your order has been dispatched for delivery, we’ll send you a confirmation email with your tracking number.

I provided the wrong delivery address. How can I change it?

If you made a mistake with your address, please have your order number ready and contact us immediately on 03 384 0355, as we may be able to correct this at our warehouse before your order is shipped.

I received a faulty item. What should I do?

If the goods are faulty we will meet our obligations under the Consumers Guarantee Act. If you would like to return a faulty item, please contact us at info@cycleways.co.nz within 24 hours of receiving the item, including a photo if the fault is visible.

You will need to return the item to us for inspection (at your own cost) and we will organise a replacement or credit for you as per our obligations under the Consumer Guarantees Act. All items must be returned unused and in their original packaging, and you will need to provide proof of purchase.