About Wiggle
Every year, Wiggle supports over a million cyclists, runners, swimmers, triathletes, adventurers, and gym-goers achieve their fitness and adventure ambitions.
Combining expertise extensive industry experience, Wiggle tests and selects only the best products from leading brands, curating its quality ranges for optimal performance.
Wiggle’s mission to make the world a fitter, healthier one, helping its growing community of fitness lovers discover more deeply what health and fitness means to them.
A Brief History of Wiggle
Beginning its journey as a local bike shop in the UK in 1995, Wiggle has become one of the world’s biggest and best loved fitness retailers.
Formerly known as Butler Cycles, the company rebranded to Wiggle in 1999.
Its reputation soared in 2013 after taking the bold step of becoming title sponsor to successful UCI women’s professional cycling team, Wiggle Honda, later Wiggle High5 Pro Cycling.
Having spent significant years specialising in cycle and triathlon, Wiggle has more recently broadened its offer to include run, gym, and outdoor adventure categories to meet growing demand from its customers.
In 2021, Wiggle reasserted its commitment to cycle by becoming title sponsor of Team Spectra Wiggle p/b Vitus, an innovative, multi-discipline race team.
That same year, Wiggle joined the Signa Sports United (SSU) Group, which includes a range of innovative and exciting online retailers, all specialising in various areas of sports and fitness.
SSU completed a successful IPO and was listed on the New York Stock Exchange at the end of 2021.
How We Process Your Order
Please allow the following estimated timeframes, from the date of purchase, for your order to be packed and prepared for dispatch:
Standard products – 48 hours
Bikes – 5 working days (as our specialist mechanics will partially build your bike and complete a thorough safety inspection prior to dispatch)
Processing can take a little longer during busier periods, however rest assured we will dispatch your order as soon as we can.
To check your order status and see all relevant information, simply log into your online account here.
How to Track Your Order
You will receive a dispatch confirmation email with courier tracking information as soon as your order has been shipped. These details are also available in the My Orders section of your account.
Please allow time for the parcel to be scanned into the courier’s network before your tracking updates. Once scanned, you will be able to keep an eye on the movement of your order and check for delivery updates.
Deliveries can take place from Monday – Sunday.
Delivery FAQs
1. How do I select free delivery?
Free delivery is available to all countries; however, a minimum spend is required. The value of the minimum spend for your country will be displayed in your Wiggle shopping basket. You can select your preferred delivery method during the checkout process.
2. Will I receive my order sooner if I pay for delivery?
Yes, we place priority on processing orders that have selected express delivery.
3. Can I select the delivery courier for my order?
You cannot select a specific courier for delivery, however when your order is ready to be dispatched, we will consider all of the couriers available to us to ensure the best option is selected, based on your selected delivery service, parcel weight, parcel dimensions and the value of your order.
4. Can I amend the delivery address on my order?
Once an order has been processed the delivery address cannot be changed and we are unable to redirect parcels to an alternative address. Please ensure someone will be in to sign for your parcel. If nobody is available, the courier will leave a card or send an email notification with details on how to rearrange delivery or collect your parcel from a local store, if applicable.
5. Will my order arrive with an invoice?
We have moved to paperless billing to promote environmental responsibility and reduce our carbon footprint. You can access your purchase history by logging in to your online account, here. Once logged in, simply click on ‘View All Orders’ to find a list of your orders and then click ‘View Your Order’ to access the order details. There is also an option to print this out in case you need a hard copy. If you require a copy of your invoice, please get in touch with our Customer Services Team via Live Chat or email.
6. Are taxes included in my order?
Orders to the UK, European Union, Switzerland, Norway, Australia and New Zealand already have the relevant taxes included in the price of the item. The price of the order at checkout will be the final price you pay.
Orders to the USA are priced with all relevant taxes included. Orders up to $800 do NOT have any import taxes to pay. Orders above $800 will have import taxes to pay plus any customs processing fees, which will be charged by your relevant delivery courier
Orders to all other countries are sold exclusive of taxes and may be subject to import duties and taxes, which may be levied once a shipment reaches your country.
7. What should I do if my order hasn’t arrived?
You can track your parcel on the courier’s website, using the details provided upon dispatch of your order. If your order has not arrived within the estimated timeframe and there are no recent tracking updates, simply hop onto our Live Chat so that we can help out, or alternatively contact us here.
8. What should I do if there is an issue with my order upon delivery?
We work closely alongside our couriers to ensure all orders arrive in perfect condition, however, on the rare occasion that something goes wrong, we want to hear about it so that we can make it right. If there is an issue with your order, please get in touch with our Customer Services Team via Live Chat or email.
Payment Methods
We offer payment via Credit or Debit Card, PayPal, or Gift Voucher.
The payment methods available to you will depend on your delivery country and can be found in the lower right-hand corner of your Shopping Basket.
If you wish to change your delivery country or currency, simply follow the steps outlined below.
If you are using a desktop/laptop, click on the flag in the top right-hand corner of our website. This will display three dropdown menus, where you can choose your Region & Language, Currency & Delivery Destination, as shown below:
If you are using a mobile phone/app, click on the three lines in the top left-hand corner of your screen, then select ‘Account’ followed by ‘Currency’. This will bring up the Region & Language, Currency and Delivery Destination dropdowns, as shown above.
Once you have selected your preferences, click ‘Update’ to refresh the website, before proceeding to your basket.
You will be able to select your preferred payment method during checkout.
Payment FAQs
4. Why do I get an error message when confirming my order?
We’re sorry to hear you’re getting an error message when confirming your order. There could potentially be an error with your payment or address details, but don’t worry, this should be a simple fix. Please ensure your billing address matches up with the address that your payment provider has on record. Please also double check your postcode is numerically and alphabetically correct. Once both addresses are matching you should have no trouble getting through our check out process, but if you do continue to experience issues, please contact our Customer Services Team via Live Chat or email so that we can help out.
Using Promotional Vouchers at Wiggle
Follow our easy to read guide to claiming your Wiggle voucher discount on our Promotional Voucher Help Page. This page provides you with useful information on using your voucher code as well as troubleshooting tips if you’re experiencing some difficulty applying your chosen voucher code.
Return Policy
The Return Policy below applies to standard returns only. If there is a problem with an item you have received or if you believe a product has developed a fault, please get in touch with our Customer Service Team, via Live Chat (at the lower right-hand corner of our website) or email. We will make every effort to resolve the issue as quickly as possible for you.
We are unable to offer exchanges on unwanted items, however, if you wish to purchase a different item, simply hop onto our website and place a new order separately. This will be processed and dispatched as quickly as possible.
Goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. They should also be securely packaged in a sealed box, to ensure the contents are protected during transit. Our Returns Team will review all items to ensure they meet the criteria outlined in this Returns Policy. If an item is returned outside of our Returns Policy, we may be unable to process a full refund. We will contact you in such circumstances.
All refunds will be issued to the original payment method on the order within 5 days of receipt at our warehouse.
Product Exclusions
- There are some exclusions to our Returns Policy, as detailed below:
- Nutritional products or those with a best before date must be returned within 28 days
- Personalised or customised items, such as wheel builds, cannot be returned
- GPS systems, such as sports watches or cycle computers, can only be returned if unregistered
- Apple products can only be returned in original packaging, sealed and unregistered
- For hygiene reasons, any intimate garments, such as underwear and swimsuits, can only be returned if the items are unworn (with protective packaging intact)
- Gift vouchers cannot be returned
- Products received over 365 days ago cannot be returned
- Products that have been opened or unsealed cannot be returned
- Products returned in an unsatisfactory condition cannot be returned
- Products which have been damaged in return transit due to insufficient packaging cannot be returned
- Please note, Wiggle reserve the right to refuse a return if we believe the purpose was for stock trading/reselling and not personal use.
- This Return Policy does not affect your statutory rights.
Return FAQs
Can I return my item for an exchange?
We are unable to offer exchanges on unwanted items, however, if you wish to purchase a different item, simply hop onto our website and place a new order separately. This will be processed and dispatched as quickly as possible.
Can I return multiple orders together in one parcel?
Orders should be returned individually, with all items matching the return generated on our returns portal. We kindly ask that you avoid returning multiple orders inside the one parcel as this may cause issues with the return. If, however, you do wish to do so, please ensure you include a note inside the parcel with the order reference for each item you are returning. If there are any issues with your return, we will be in touch.
How much is return postage and who pays for it?
We offer a huge range of return courier services, some of which are completely free of charge. The options available to you will depend on where you are posting your parcel from and the item(s) being returned. The prices will be displayed when you create a return via our online portal. Postage on standard returns non-refundable, however if your item is being returned as a result of our error (damaged, defective, wrong item etc.), we will refund standard postage costs. If there is a problem with your item, please contact us and we will make every effort to resolve the issue as quickly as possible.
Can I claim a refund for customs duty?
If you have paid duty for the order you received and you’re returning it to us, you should be able to claim a refund of duties from your local customs authority. To find out how and for any other queries about customs duty please contact your local customs authority. If the duty costs were included in the price of your order on our website, please get in touch with our Customer Service Team.
Do I need a printer to return an item?
We offer paperless returns from several countries at present and, whilst this is not yet available for all, we do hope to be able to expand this offering in the future. You can find all of the return services available to you when creating a return. If paperless returns are available, these only require a QR code to be presented and scanned at your local store. If you are unable to print a returns form, don’t worry, simply include a handwritten note inside the parcel with the following details:
If you are returning from outside the UK and select the self-post returns option, please ensure you clearly mark the outside of the box with the wording “Returned Goods – Failed Sale” and note your original order number on the outside of the box. Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow these instructions could result in the parcel being refused access into the UK and being returned to sender.
Should I contact you before returning an item?
There is no need to contact us before returning an item unless there is a problem with the goods. If so, please contact us, via Live Chat or email, and we will make every effort to resolve the issue as quickly as possible for you.
Does my return have to be in the original packaging?
Yes, all goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. For hygiene reasons, any intimate garments such as underwear and swimsuits can only be returned if the items are unworn. If hygiene strips have been removed we will not be able to accept the return.
I’ve returned my item, what happens next?
Once your return has been delivered back to our warehouse, it will be processed within 5 days. You will receive a notification via email once the return has been processed.
What if there is an issue with my returned item?
Don’t worry, if there problems with your return, a member of our Customer Service Team will send an email to the email address used when placing the order.
- Can I post an item back myself, without using your online portal?
- If you would prefer to return your item via a local courier service, simply post the item to the following address:
- Please include a handwritten note inside the parcel with the following details:
- Your name and address
- The original order number (can be found in My Account)
- The reason for return
We recommend using a tracked courier service. Return postage non-refundable and Wiggle cannot be held responsible for damage or loss incurred during return transit.
If are returning from outside UK and select self-post returns option, please ensure clearly mark outside of box wording “Returned Goods – Failed Sale” and note original order number . Please also mark this clearly on the customs declaration (CN22 and /or CN23) on the outside of the packaging. Failure to follow instructions could result parcel being refused access into the UK and being returned to sender.
Can I return an item if I have worn it and changed my mind?
You can try item on for size, but please do not remove any labels or item if considering returning it. All goods must returned in an unused, re-saleable condition, their original packaging, and all labels still attached.
Can I return an unused item if it over 365 days since order placed?
Unfortunately, we cannot accept the return of goods outside of the 365 day period. We apologise for any disappointment this may cause.
I’ve changed my mind and would like to amend or cancel my return, how do I do this?
If wish to make any changes to a return, please contact our Customer Service Team via Live Chat or email.
I’m having difficulties creating a return, what should I do?
We are sorry to hear you are experiencing an issue with our online returns portal. Please contact our Customer Service Team via Live Chat or email so that we can help out.