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Frequently asked questions

Customer Update (28 May 2020)

Firstly we hope you are all safe and well and would like to thank you all for shopping with TRI UK during this time. From the 27th May all 3 stores will now be open in a limited capacity/p>

Opening times:
Yeovil 10am-5pm Monday to Friday
Shirebrook 10am-5pm Monday to Friday
Glasgow 10am-5pm Monday to Saturday

We have limited amount of staff working through our shop and mail order. At this time we are unable to run all usual operations, including workshop jobs, Bike & wetsuit fits and casual browsing.

Strict cleaning and Covid operations have been put in place to keep our customers and colleagues safe during their shopping experience. 2 metre queuing guidelines and markers have been placed outside the shop with a service point created for you to interact with our staff. Only one customer will be allowed in stores at one time

We will only be accepting card/Contactless payments, no cash or vouchers until normal business resumes.

We remain open for business online, with orders and deliveries continuing. We would like to thank you for your patience during this challenging time and please understand the team are working hard to fulfil orders as quickly and safely as possible.

Our priority is to ensure we are operating in a way which protects the health and customers, colleagues and partners. We are committed to ensuring that all our stores operate in the safest way for all and taking all necessary steps to follow the guidance given by the Government and the World Health Organisation.

As we continue to navigate these challenging and uncertain times, we will endeavour to keep you all updated as we react to any new directives. We would also like to take this opportunity to thank you, our team and partners for your continued support.

Q.

Can I visit your store in person just to collect something I’ve ordered?

A.

Unfortunately at this time you will not be able to pick up orders made online from our stores

Q.

Is your workshop open?

A.

Although stores are now open the workshop remains closed for servicing. If you have a bike in our workshop due for collection or you wish to have it returned then please contact us.

Q.

How do I contact the team at TRI UK?

A.

We know that trying to get hold of us is challenging at the moment. In order to protect our team we have fewer colleagues answering queries and fulfilling orders. In the meantime, we ask that you please only contact us on sales@triuk.com if your query is to arrange an immediate order cancellation, this will allow us to prioritise those customers who need us most during this challenging time. .

Q.

Can I book to use your endless pool, GURU Bike Fit or Mizuno Running Solutions services.?

A.

Unfortunately we are unable to offer these services at this time due to the social distancing guidelines.. Once we are able to safely offer these then we can’t wait to have you come along and use our fantastic facilities.

Q.

When do you think the stores will be back to normal?

A.

We are following the guidance given out by the Government and World Health Organisation and so this impossible to say at this time. We will keep you updated through our Facebook page of any changes.

Q.

Are there any delays on deliveries?

A.

There is currently a 10 - 14 working day turnaround for dispatch from the date of your order confirmation. All UK couriers are still delivering orders as normal. The rest of Europe/World may have specific national/local sanitary conditions, specific collection & delivery processes can be put in place locally in some areas.

International Deliveries: Following ongoing advice from the government, we have taken the decision to stop all international shipment outside of Europe. Any current orders on the system will still be processed, however we will not be taking any new orders for deliveries outside of Europe at this time.

Q.

When will I get confirmation of my order?

A.

You will actually receive two separate confirmations after your purchase. Once you have placed your order you’ll see an order confirmation screen detailing what you bought, how much it cost and your delivery options. Once we have processed your order you will receive a second email from us detailing what you have purchased and confirming that your order has been processed. We will also inform you of your tracking reference number. By clicking on the tracking reference link you will be taken to the courier's website where you can see the progress of your delivery.

Q.

Can I track my delivery?

A.

Once your order is ready for dispatch we will provide a unique tracking reference number. You can find your number in your order history, and then use it to track the progress of your shipment. We also provide your tracking reference number in the dispatch email we send to you when your parcel has been dispatched from our warehouse. For further information or if you’re running into trouble you can email our Customer Services team who will help look into this for you

Q.

Can I return an item?

A.

You are able to return your unused products to us within 90 days of purchase for a refund or exchange, although we can’t exchange goods if you’re outside the UK, sorry! Instead, request a refund and create a new order. For more information on our returns policy please see here Due to recent Government advice there may be a delay in processing some returned items, If you have already returned any items to us for exchange or refund, but have note yet received confirmation this has been processed, please contact via email or the contact form on our website with your order number and returning tracking details.

From everyone at TRI UK we would like to thank you for your support and patience during these challenging times. Please stay safe and we look forward to welcoming you back into our stores.