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TRI FAQ

Frequently asked questions

Customer Update (26 March 2020)

We would like to advise our customers that our TRI UK stores in Yeovil, Glasgow and Shirebrook are now closed.

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 our three stores in Yeovil, Glasgow and Shirebrook are now closed to the public.

Q.

Is your workshop open?

A.

As our workshops are located inside each store then these are unfortunately unavailable until the stores re-open. 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.

If you have a query about your online order or returns please contact us at mailorder@triuk.com. If you have a sales related enquiry or asking about stock availability then please contact us at sales@triuk.com.

Q.

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

A.

Unfortunately because all these facilities are based in-store we are unable to offer them until our stores re-open. Once we are able to safely do this 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 open?

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.

Currently 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. Delivery dates will be shown at the checkout based on your location. For more information on current delivery times please contact us here.

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.

We provide a unique tracking reference number for every processed order. 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 products to us within 28 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.