Returns

What is your return policy?

Return Policy Specialized offers a 30-day satisfaction guarantee on all products purchased from our online webstore at www.Specialized.com. The following are the procedures and details on how to do a return or exchange:

Returns

If you are not satisfied with any item(s) you have received, you may return it/them for a full refund within 30 days of receipt. Return shipping charges are covered by Specialized UK when using the DPD Returns Portal.

Please note that click and Collect orders need to be returned to the retailer where the item was collected.

How-To

There is a return form which arrived included in the packaging of your shipment. Please read over that form, fill it out completely with as much detail as possible and include it in the packaging which is to be returned. If an item being returned is defective, please describe the defect and the location thereof on the form, as well.

Note: This process is not applicable for items purchased using Click and Collect. You will need to return the item/s to the retailer where the items were initially collected.

If you have lost or did not receive a Returns Form then please download a copy from this link.

It is free to return any item purchased from Specialized.com. Simply head to our dedicated DPD Returns Portal.

From here you need to enter your details, including your order number (This order number can be found on your Order Confirmation email and starts GB-) and your address. Once the form is submitted you will receive free postage labels to print at home and attach to your parcel. You can then drop off the parcel at your local DPD location which will be outlined to you during the submission process.

Terms & Conditions

Loss or damage that occurs during return shipping is the responsibility of the consumer or their chosen shipping carrier. Credit will be issued on the account with which the item(s) was/were purchased. Credit will be for the purchase price of the item(s) and applicable tax, excluding shipping and handling. Returns and exchanges will be processed within five business days of receipt of the shipment. Your banking organization determines when any credit due will show on your account. In addition to Specialized’s 30-day satisfaction guarantee, all products are covered by their respective warranties.

How long will it take to process my refund?

We strive to process all returns within three business days of receiving your item. It may take longer to see the credit back on your card because banks and credit card companies have different policies regarding how quickly credit is applied to your account.

Can I return an item to Specialized that I purchased from a Specialized retailer?

To return an item purchased from a Specialized retailer, please contact the retailer directly. The Online Store is unable to process returns of Specialized items purchased through your local dealer directly, or, any items that were purchased using Click and Collect. For Click and Collect orders, please return the item/s back to the retailer where the item was collected.

Can I exchange an item if it doesn't fit?

We do not currently offer exchanges, however, if you return any unwanted items we will refund you and you can then purchase the correct size item.

Warranty

How do I update my account information?

You can change your account information by selecting Login/Register. Enter your email address and password to view your account information. You can update your email address, name, password, billing/shipping information, and your preferred riding style.

About Specialized

What's your 30-Day Satisfaction Guarantee?

Our mission is simple—to be the brand of choice for discerning riders. With that in mind, we offer a free return within 30 days on any new or un-used item. Whether you’ve changed your mind, or simply ordered the wrong size just follow our free returns process and you can send your product back to us for a refund. A return/exchange form is shipped out with every order and you can use this to detail the reason for your return. Should an item that was purchased through the online store fails to meet your expectations, we'll gladly accept its return within 30 days of the original purchase. For the return policy on a purchase made at your local Specialized retailer, you'll need to ask them individually about their policies.

What are your terms and conditions?

Good question. Here's a link to our complete terms and conditions.

Where are your international offices?

Specialized UK is a separate entity from Specialized in other countries across the world. As such, there are different policies, procedures, and laws to which Specialized abides to in different countries. To address this concern with the appropriate people, you will need to contact Specialized in your country of residence. Clicking the following link will provide you with the necessary contact information for all of the different Specialized entities across the globe: International Subsidiaries and Distributors

Does Specialized offer a Military Discount?

Unfortunately, we do not offer a Military Discount at this time.

Can Specialized sponsor me, my team, or my event?

As sponsorship and donations can affect our dealers and business in their area, these requests must now be made directly through them. If your local dealer is on board with your cause, and or feels that you would be a good athlete ambassador for our products, they can help you get available sponsorship support through their sales and account representatives.

Being a sponsored athlete is a privilege and responsibility. It is not for everyone, and unfortunately, sponsorship cannot be offered to all that request this support. As a sponsored athlete or event, you are expected to promote the sport, services, and products of both your local dealership and Specialized with class and dignity. You should only contact your local dealer regarding sponsorship opportunities if you are serious about promoting and being an ambassador for your local dealer and Specialized.

How do I contact a Specialized Retailer?

The best way to find a retailer in your area is to make sure you are logged into your region on our website and then use the "Find a Retailer" link located at the top of the page. There, you will find contact information for a Specialized representative, or you can use the contact information below:

Specialized UK Ltd.
29 Barwell Business Park
Leatherhead Road
Chessington Surrey
KT9 2NY
Tel: 020 8391 3500

How are Specialized products tested for safety?

For several years, Specialized, its suppliers, and test labs have been testing Specialized branded products for compliance with more rigid criteria than what's contained in the CPSIA (Consumer Product Safety Improvement Act ).When the CPSIA was enacted into law, Specialized established a team inside the Company to meet and study the legislation and develop a comprehensive plan to ensure compliance. We also personally met with the CPSC staff, along with our industry partners, to make sure our planning would satisfy federal regulators. Based on this, we believe that all Specialized branded products have met, currently meet, and of course, will meet the new CPSC regulations as they apply to our products sold in the United States.

Specialized issues COCs (certificates of compliance) for the following categories of products:

  1. Bicycles
  2. Helmets
  3. Equipment
  4. Children's products

Where can I test ride a Specialized Bike?

The best way to test ride a Specialized is at one of our test demos. You can use our "Test the Best" link on our website: https://demo.specialized.com/events to see if and when our test van will be in your part of the country. We have seven of them traveling around, so one will probably roll through your area soon.

Some dealers also offer demo bikes. Check with your local dealer to see if this is an available option.

Account

Bike Registration

How do I register my bike?

Any Specialized-brand bicycle can be registered by its proper owner from our website. You can access the registration form directly or you can access the form at any time by clicking "Bicycle Registration" at the bottom of the www.specialized.com homepage.

To register your bike, you will need the serial number from underneath the bottom bracket on your bike. Registration is advantageous in that it provides us with a way to give local police ownership information on recovered stolen bikes. It is also useful in warranty- and service-related situations.

What are the shipping options for Specialized.com?

Please find our UK shipping rates below. Note that any order over £50 will receive free standard postage (3-5 days). All services are provided by DPD:

  • Standard Delivery (3-5 Days) - £3.99
  • Next Day (Must be placed by 2pm) - £4.99
  • Next Day by 12pm (Must be placed by 2pm) - £6.99
  • Saturday Delivery (Must be placed by Friday 2pm) - £7.99
  • Sunday Delivery (Must be placed by Friday 2pm) - £7.99

The most accurate way to know the shipping you will be charged is to place the items that you want in your cart and proceed with the checkout process. You will be shown the total price including shipping before the order is placed.

How can I track my order?

You can look up your tracking number by logging in to your Specialized account on our website and then clicking the "order history" link in the drop down menu on the left. We've teamed up with DPD to provide you with the most accurate and up-to-date information on your package while it's in transit. Upon shipment, we will also send you an e-mail with your tracking number.

Visit www.dpd.co.uk, enter your tracking number, and you'll see the latest updates of your shipment. If your account information does not update with your tracking number, contact our Rider Care Department at 020 8391 3500.

When will you ship my order?

We ship all orders received by 2:00 PM on that same business day (Monday through Friday). Otherwise, the items will ship the following business day.

Once the order ships, delivery time will depend on DPD and the method selected for shipping.

When DPD has picked up your package and it goes into their system, a tracking number will be generated. This is visible from the "Order History" section of My Account, and then clicking "View Order" . There you will find a tracking number.

If you have further questions on delivery, get your tracking number from our website, and visit www.dpd.co.uk and plug your tracking number into it.

What credit cards do you accept?

To make your shopping easier, we're happy to accept payment via Visa, Master Card, Visa, Maestro and Paypal. We only accept credit cards that are UK issued and have a UK billing and shipping address.

Please be sure to enter your payment information exactly as it appears on the credit card. Otherwise, there may be delays in processing your order. Your card will be billed at the time your order ships.

We do not accept any other form of payment, including gift cards.

How do I cancel an order?

Orders can be cancelled at any time prior to clicking on the "Submit Order" button. Once you have submitted your order, our warehouse staff sometimes will have an order packed and on the truck within 20 minutes of receiving your payment. If you have placed an order that needs to be cancelled, give us a call as soon as you can at 020 8391 3500. We will do what we can to stop the order. If your order has shipped faster than the cancellation request, you are welcome to take advantage of our return policy within 30 days of receiving the order.

Do you offer financing?

We do not currently offer financing options within the UK

Do you ship to APOs or FPOs?

Yes. We ship to APO addresses at this time. Unfortunately, we can't guarantee when you'll actually receive the order when shipped to an APO address.

I live overseas—can I purchase from the UK Store?

The Specialized UK online store is only able to accept and process orders placed with a UK credit card which has a UK billing address associated with it. Orders placed with a foreign credit card will be automatically cancelled.

Please either place the order with a UK credit card or contact a local dealer to order products.

Can I order custom water bottles?

Yes! For more details on this program, please go to www.specializedwaterbottles.com or contact our team at [email protected]

Product Information

I'm looking for a product that's not online. What do I do?

Specialized produces many proprietary parts for our bikes that require a certain level of expertise and knowledge to install. These parts are not available for purchase directly from us. The way to order service parts is by having your local dealer contact their Retail Care representative to set up a special order for you.

As always, if you have any questions, feel free to contact Specialized Rider Care at 020 8391 3500 or [email protected]

How do I determine the size of my bike?

First, look over your frame to see if there are any stickers indicating its size (for example: 17, 19, M, L, 56, 58, etc.). If a sticker indicating the size does not exist, then follow these simple steps:

  1. Measure the length of your bicycle's head tube. The head tube is the part of the frame that the front fork inserts into. It is the forward most part or "tube" of the frame and it is arranged in a slight angle off of vertical. You will need to measure this length in millimetres.
  2. Once you have the length of your bicycle's head tube in millimetres, you can then compare that length to the geometry chart for your corresponding year and model of bicycle. A geometry chart is a chart that lists all of the important measurements of your bicycle's frame in relation to each size the bicycle was made in. The geometry chart for your specific model and year (as well as other valuable information about your specific bicycle model) can be found in the archive section of the Specialized website. The archive section can be found by hovering your mouse cursor over the red Specialized banner in the upper left hand corner of any page on the website, then clicking on "Bikes" then clicking on "Archive."
  3. Once you've located your specific model and year in the online archive, click on the "Geometry" tab located under the photo of your bicycle. This will show you the geometry chart for your specific model and year in accordance with all of the sizes the bicycle came in.
  4. Locate the row in the geometry chart labeled "head tube length" and scan across the row until you find the measurement that matches the measurement that you took from your bicycle's head tube.
  5. One you've found a match, scan to the top of that column and you'll see the corresponding size of your bicycle.

Note: A serial number does not indicate the size, model, or year of a bicycle. We will not be able to tell you this information with only the serial number. If you do not know the model and year of your bicycle, you will need to find it manually via the photos in the online archive.

Where can I find my bike's serial number?

Almost all of our serial numbers are located on the bottom bracket shell of the frame. Some newer models will have a non-removable sticker on the down tube near the bottom bracket. Specialized serial numbers typically start with the prefix "WSBC," "WUD," "STT," or "STE."

If you don't know where the bottom bracket shell of the bike is, simply turn the bike upside-down and the bottom bracket is the part of the frame that the cranks run through. You will see the serial number stamped into the frame down there.

Can I repair a crashed helmet?

Helmets are not repairable. We recommend that you replace the helmet if you hit your head at all. Even the slightest hit can compromise the integrity of the helmet. You simply need to take your crashed helmet into a local Specialized dealer, and they can help you process that as a loyalty replacement and give you 20% off the retail price of a new helmet. Please note that the loyalty replacement does not pertain to helmets that are older than three years old.

What are the recommended service intervals on the fork and rear shock?

When your shock is in active use, a small amount of residual grease will purge from the seals. This is normal—it is not the oil leaking from the shock. These seals need to be damp with grease, and a little bit of oil on the shock is the sign that things are working properly.

To prevent wear and damage to the shock, we recommend the following maintenance schedule for Specialized branded suspension forks and rear shocks:

  • Set sag every ride.
  • Adjust rebound every ride.
  • Clean shock body every ride.
  • Air sleeve maintenance Every 50 hours.
  • Clean aluminium pivot reducers and check for wear grease every 50 hours.
  • Have your dealer send your fork/shock to the Specialized Service Centre for inspection and oil change every 150 hours or annually.
  • For FOX and RockShox co-branded BRAIN suspension products, the air sleeve/lower leg maintenance must be performed every 30 hours.
  • For FOX and RockShox co-branded BRAIN suspension products, your dealer must send the product to the Specialized Service Centre for inspection and full oil change/service every 100 hours or annually.

CAUTION! All internal shock maintenance must be performed by an Authorised Specialized Service Centre.

How do I exchange an item?

Please follow the instructions on the Returns and Exchanges form that came included with your order. If you have any questions, call us between the hours of 7am and 5pm MST toll-free at (877) 808-8154 or e-mail us at [email protected].

When sending merchandise back to Specialized, please use the following address:

Specialized Online Store Returns
1475 South 5070 West Ste. A
Salt Lake City, Utah 84104

How do I check on my warranty claim?

All warranties for product purchased via a Specialized Retailer are processed through that retailers account. Retailers' accounts are considered confidential, so only the retailer is able to look up and inquire about warranties in process under their account.

Your dealer will need to contact their Specialized Warranty Representative and inquire about the specific item to see what the status of your warranty claim is.

Click and Collect

We offer a Click and Collect service on the majority of items on our website. To use the service, simply select the Click and Collect option at checkout. You can then search for your local participating retailer and the items/s will be shipped to them for collection.

How long will it take for my item to be ready for collection?

In the event of ordreing a bike, it may take 3-5 days for your item to be ready for collection. This is because the retailer will need to build and inspect the bike. For equipment-only orders, your order should be ready for collection within 48 hours if placed by 2pm.

How will I know my item/s have arrived or are ready for collection?

You will receive an automated email to inform you when your item/s have arrived at the retailer, as well as another email when they are ready for collection. Please do not travel to the retailer unless you have had confirmation that your order is ready. You can contact the retailer directly using the contact information found on your order confirmation if you wish to speak to them directly.

What happens if I need to return my item/s?

Please take your item/s back to the retailer where you picked your order up. They will arrange for any refund and/or exchanges to take place.