Shipping policy

Shipping Policy

This policy explains delivery and collection options for orders placed with Torque Collective.

Torque Collective is a premium MTB and e-bike workshop and retailer based in Kelvedon, Essex.

UK delivery

We offer UK delivery on selected parts, accessories and products.

Delivery options, costs and estimated timescales will be shown at checkout where available.

Dispatch times

We aim to dispatch in-stock items as quickly as possible.

Dispatch times may vary depending on:

- stock availability
- supplier lead times
- order size
- product type
- courier availability
- whether the item requires additional checks before dispatch

If there is a delay with your order, we will contact you as soon as possible.

Special order items

Some items may be special order or ordered from a supplier after your order is placed.

Where an item is special order, dispatch may take longer than standard in-stock items.

If an item has a known supplier lead time, we will do our best to make this clear before or shortly after the order is placed.

Collection from Kelvedon

Collection is available from our workshop in Kelvedon, Essex by arrangement.

Please wait until we confirm that your order is ready before travelling to collect.

Workshop visits and collections are by appointment only.

Bikes and e-bikes

Bikes and e-bikes may require collection or arranged handover from our workshop.

This allows us to complete appropriate checks, setup and handover before the bike leaves us.

Where delivery is available for bikes or e-bikes, this will be agreed separately and may depend on the bike, location and preparation required.

Delivery delays

Delivery times are estimates and are not guaranteed unless specifically agreed in writing.

We are not responsible for delays caused by couriers, suppliers, weather, strikes, customs, incorrect delivery details or events outside our control.

Incorrect delivery details

Please make sure your delivery address and contact details are correct before placing an order.

If an order is delayed, lost or returned because incorrect information was supplied, additional delivery costs may apply.

Damaged deliveries

If your order arrives damaged, please contact us as soon as possible.

Please keep the packaging and provide clear photos of:

- the outer packaging
- the damaged item
- any courier labels
- any visible damage

This helps us raise a claim with the courier or supplier where needed.

If you have a question about delivery, collection or order timescales, please contact Torque Collective before placing your order.