Every purchase supports our work to make it easier for people to walk and cycle. Thank you.

Customer Service T&Cs

Shipping & Delivery

All orders placed before 14:30 GMT are shipped the next working day. This means orders placed after 14:30 GMT on Friday, on a Saturday or Sunday will be despatched on the following Tuesday.

Destination Weight First Class* Special Delivery**
UK orders over £100 Free courier delivery***  
UK under 60g £2.99 £6.50
60g-1kg £3.99 £7.99
1kg+ £5.99 £9.99
Highlands & Islands - £5.99 £12.99
Europe under 500g £5.99 -
500g-1kg £10.99 -
1kg+ £15.99 -
Rest of World under 500g £7.99 -
500g-1kg £12.99 -
1kg+ £17.99 -

 

*UK First Class - Please allow 2-7 days for delivery.

**UK Special Delivery - Orders placed before 14:30 GMT are delivered 2 working days from the order date (excludes Saturday, Sunday, Monday) between 9:00-13:00 GMT. The delivery must be signed for.

    e.g. An order placed before 14:30 GMT on a Tuesday will be shipped Wednesday and be delivered between 9:00-13:00 on Thursday. An order placed after 14:30 GMT on Friday will be delivered the following Wednesday.

***UK Courier - Parcels are usually delivered within 1-2 working days from despatch. A delivery notification email will be sent as well as a 1 hour delivery slot alert on the day. You will be given the choice to change the delivery date or choose an alternative delivery option. This service does not apply to orders from outside the UK.

Europe - Delivery times will vary according to destination. Please allow up to 2 weeks for delivery.

Rest of world - Delivery times will vary according to destination. Please allow up to 4 weeks for delivery.

Please be aware that orders outside the UK may incur customs charges which are payable by the customer.

Privacy & Security 

We use Sage Pay to keep your details secure.

All credit card transactions on our online shop are processed by Sage Pay. Sage pay is audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. They are also active members of the PCI Security Standards Council (SSC) that defines card industry global regulation.

No cardholder information is ever passed to the Sustrans servers rather an authorisation code and payment confirmation is received to complete and process orders.

You can be completely secure in the knowledge that nothing you pass to the Sage Pay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

 
Returns & Replacements

We hope you are pleased with your purchases. Should you wish to return any items to Sustrans we will accept back and offer a full refund on all items that have been purchased from us providing they are unused and in a fully re-saleable condition, excluding postage and packaging, within 28 days from the date of despatch. We do not offer refunds for virtual products such as gift vouchers, PDFs or ebooks. Please ensure that your device is compatible with PDFs or ebooks before purchasing.

If you have received any part of your order either damaged, in poor condition, or incorrect to what was ordered, please email us stating your order number, to: customer.services@sustrans.org.uk

We will endeavour to replace your order with brand new goods immediately, exchange for a different item, or issue a full refund.

Sustrans reserve the right to refuse a refund on an item that is not in a re-saleable condition. If the product is faulty, damaged or not matching the description, we will refund the original delivery charge, but not when a product is simply unwanted. We can only refund faulty items within 60 days of the despatch date.

Returned items should be sent to the following address:

Customer Services

Sustrans

2 Cathedral Square

College Green

Bristol

BS1 5DD

If you have any queries regarding your order please contact us directly on 0300 303 2604 or email customer.services@sustrans.org.uk

 
Ordering

Orders may be placed online or by phone Mon-Fri 9:30-17:00 GMT.

Payment, Pricing & Promotions

Payment may be made by debit/credit card (Visa, Mastercard, Maestro) or PayPal (online orders only).

Discounts are only applicable for orders placed during the valid dates and within the terms of the offer. We do not apply discounts to orders retrospectively.

Downloading Virtual Products

You must be logged in to your account to download virtual products. Please log in, then click on My Downloadable Products. Click the download link and the product should download automatically.

Viewing Orders

If you have created an online account, you may view your order history and download links for virtual products.

Updating Account Information

Please log in to your account to update your name, contact details, addresses and password.