Bikeable Kenya – Frequently Asked Questions (FAQ)
Bikeable Kenya – Frequently Asked Questions (FAQ)
1. Ordering & Payment
Q1. How do I place an order online?
Add items to your cart, proceed to checkout, enter shipping details, select your preferred payment method, and click “Place Order.” You’ll receive an instant e-mail confirmation.
Q2. Which payment methods do you accept?
M-PESA STK Push / Paybill
Visa, MasterCard & American Express
Local bank transfer (KES)
All card payments are routed through PCI-DSS–compliant gateways; we never store full card numbers.
Q3. Can I pay cash on delivery?
No—full payment is required to confirm every order and protect both parties from fraud.
Q4. Do your prices include VAT?
Yes. The price you see is the price you pay inside Kenya. Import duty or customs fees apply only to special-order items shipped from abroad.
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2. Shipping & Delivery
Q5. How long will delivery take?
Nairobi same-day: 2 – 8 hours (orders before 1 p.m.)
Rest of Kenya: 1 – 2 business days
International: 4 – 10 business days
Transit times exclude weekends and public holidays.
Q6. How can I track my parcel?
A tracking link is e-mailed the moment your order leaves our warehouse. M-PESA deliveries also trigger an SMS update.
Q7. Do you ship internationally?
Yes. We offer DDP or DAP terms to most countries. Contact support@bikeablekenya.com for a custom shipping quote.
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3. Returns & Refunds
Q8. What is your return window?
You may return eligible products within 7 calendar days of receipt, provided they are unused, unworn and in original packaging.
Q9. Are any items non-returnable?
Yes—custom-fit items, clearance goods flagged NO-RETURN, and drivetrain/brake parts that have been installed or greased.
Q10. Who pays return shipping?
If we ship the wrong or damaged item, we cover the cost. Otherwise, return freight is the customer’s responsibility.
Q11. How long do refunds take?
Once we’ve inspected the item, expect your refund within 7 business days back to the original payment method.
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4. Warranty & Repairs
Q12. Do your products come with a warranty?
Only select new items carry a manufacturer warranty (typically 12 – 24 months). Pre-owned or thrifted goods are sold “as-is” beyond the 7-day return period.
Q13. How do I file a warranty claim?
E-mail photos of the defect, proof of purchase, and a brief description to warranty@bikeablekenya.com. We’ll liaise with the brand and advise next steps.
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5. Products & Sizing
Q14. How do I choose the right bike size?
See the size charts on each product page or book a free in-store fitting. For virtual help, share your height, inseam and current bike model via WhatsApp.
Q15. Are thrifted jerseys and shoes sanitised?
Yes. All second-hand apparel is laundered with hypo-allergenic detergent, and shoes are ozone-treated before resale.
Q16. Can I test-ride a bike before buying?
Absolutely—visit our Ngong Road showroom with a valid ID and helmet. Test rides are limited to 30 minutes.
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6. Services & Workshop
Q17. Do you offer bike servicing?
Yes. From basic tunes to full strip-downs, plus suspension and wheel-build services. Labour is discounted for bikes purchased from us.
Q18. Is lifetime free servicing really “lifetime”?
Yes—basic safety checks and minor adjustments are free for as long as you own a bike bought from Bikeable Kenya. Parts and major labour are billed separately.
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7. Privacy & Security
Q19. How is my data protected?
All personal data is processed under Kenya’s Data Protection Act 2019. We use SSL encryption, segregated databases, and never sell your information.
Q20. Can I delete my account?
Yes. Submit a request via “My Account → Privacy” or e-mail privacy@bikeablekenya.com. We’ll erase your data except records we must keep for tax compliance.
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8. Wholesale, Financing & Gift Cards
Q21. Do you offer wholesale pricing?
Yes for qualifying clubs, shops and corporates. E-mail wholesale@bikeablekenya.com with your KRA PIN and projected volumes.
Q22. Is financing available?
We provide partner-backed instalment plans for salaried Kenyans (subject to payslip verification). Minimum spend KES 50,000.
Q23. Do you sell gift cards?
Digital gift codes (KES 1,000 – 100,000) are delivered instantly by e-mail and valid for two years.
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9. Contact & Support
Q24. How do I reach customer service?
WhatsApp / Phone: +254 700 123 456 (Mon-Sat 8:00 a.m. – 6:00 p.m.)
E-mail: support@bikeablekenya.com
Store: Ngong Road, Nairobi
Q25. Where can I find your latest updates and group rides?
Follow us on Instagram, Facebook & Strava @BikeableKenya and sign up for our weekly newsletter.
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Still have questions? Drop us a line—our crew is always stoked to help you keep the rubber side down!
1. Ordering & Payment
Q1. How do I place an order online?
Add items to your cart, proceed to checkout, enter shipping details, select your preferred payment method, and click “Place Order.” You’ll receive an instant e-mail confirmation.
Q2. Which payment methods do you accept?
M-PESA STK Push / Paybill
Visa, MasterCard & American Express
Local bank transfer (KES)
All card payments are routed through PCI-DSS–compliant gateways; we never store full card numbers.
Q3. Can I pay cash on delivery?
No—full payment is required to confirm every order and protect both parties from fraud.
Q4. Do your prices include VAT?
Yes. The price you see is the price you pay inside Kenya. Import duty or customs fees apply only to special-order items shipped from abroad.
---
2. Shipping & Delivery
Q5. How long will delivery take?
Nairobi same-day: 2 – 8 hours (orders before 1 p.m.)
Rest of Kenya: 1 – 2 business days
International: 4 – 10 business days
Transit times exclude weekends and public holidays.
Q6. How can I track my parcel?
A tracking link is e-mailed the moment your order leaves our warehouse. M-PESA deliveries also trigger an SMS update.
Q7. Do you ship internationally?
Yes. We offer DDP or DAP terms to most countries. Contact support@bikeablekenya.com for a custom shipping quote.
---
3. Returns & Refunds
Q8. What is your return window?
You may return eligible products within 7 calendar days of receipt, provided they are unused, unworn and in original packaging.
Q9. Are any items non-returnable?
Yes—custom-fit items, clearance goods flagged NO-RETURN, and drivetrain/brake parts that have been installed or greased.
Q10. Who pays return shipping?
If we ship the wrong or damaged item, we cover the cost. Otherwise, return freight is the customer’s responsibility.
Q11. How long do refunds take?
Once we’ve inspected the item, expect your refund within 7 business days back to the original payment method.
---
4. Warranty & Repairs
Q12. Do your products come with a warranty?
Only select new items carry a manufacturer warranty (typically 12 – 24 months). Pre-owned or thrifted goods are sold “as-is” beyond the 7-day return period.
Q13. How do I file a warranty claim?
E-mail photos of the defect, proof of purchase, and a brief description to warranty@bikeablekenya.com. We’ll liaise with the brand and advise next steps.
---
5. Products & Sizing
Q14. How do I choose the right bike size?
See the size charts on each product page or book a free in-store fitting. For virtual help, share your height, inseam and current bike model via WhatsApp.
Q15. Are thrifted jerseys and shoes sanitised?
Yes. All second-hand apparel is laundered with hypo-allergenic detergent, and shoes are ozone-treated before resale.
Q16. Can I test-ride a bike before buying?
Absolutely—visit our Ngong Road showroom with a valid ID and helmet. Test rides are limited to 30 minutes.
---
6. Services & Workshop
Q17. Do you offer bike servicing?
Yes. From basic tunes to full strip-downs, plus suspension and wheel-build services. Labour is discounted for bikes purchased from us.
Q18. Is lifetime free servicing really “lifetime”?
Yes—basic safety checks and minor adjustments are free for as long as you own a bike bought from Bikeable Kenya. Parts and major labour are billed separately.
---
7. Privacy & Security
Q19. How is my data protected?
All personal data is processed under Kenya’s Data Protection Act 2019. We use SSL encryption, segregated databases, and never sell your information.
Q20. Can I delete my account?
Yes. Submit a request via “My Account → Privacy” or e-mail privacy@bikeablekenya.com. We’ll erase your data except records we must keep for tax compliance.
---
8. Wholesale, Financing & Gift Cards
Q21. Do you offer wholesale pricing?
Yes for qualifying clubs, shops and corporates. E-mail wholesale@bikeablekenya.com with your KRA PIN and projected volumes.
Q22. Is financing available?
We provide partner-backed instalment plans for salaried Kenyans (subject to payslip verification). Minimum spend KES 50,000.
Q23. Do you sell gift cards?
Digital gift codes (KES 1,000 – 100,000) are delivered instantly by e-mail and valid for two years.
---
9. Contact & Support
Q24. How do I reach customer service?
WhatsApp / Phone: +254 700 123 456 (Mon-Sat 8:00 a.m. – 6:00 p.m.)
E-mail: support@bikeablekenya.com
Store: Ngong Road, Nairobi
Q25. Where can I find your latest updates and group rides?
Follow us on Instagram, Facebook & Strava @BikeableKenya and sign up for our weekly newsletter.
---
Still have questions? Drop us a line—our crew is always stoked to help you keep the rubber side down!