FAQ

Keen to as us a question? Check here for our commonly asked questions

Q: Can I come to collect my order in-store?

Unfortunately no. Our online warehouse is not set up for customers to come and pick up their orders. This would pose an occupational health and safety risk (OH&S) as there are many trucks coming and going throughout the day. The warehouse also contains equipment that is unsuitable and dangerous to use around customers.

Q: How do I return or exchange an item?

All information on returns and exchanges is available over on our Returns page.

Q: Do you price match?

LeTour Cycles endeavor to offer a wide range of products at competitive prices while providing a full Australian warranty. We strive to keep prices as low as possible. If you find an identical product in stock listed cheaper elsewhere, please get in touch with our customer service team who will do their best to match.
Please provide a link to the product showing the lower price and our team will look into the possibility of a price match. If the product is not in stock with the other retailer or shipping/duty/tax charges apply, this will be taken into consideration. While we will match most other retailers, some prices we will not be able to meet.

Q: Do you have a phone number I can call?

The quickest and easiest way to contact us is via email at online@letour.com.au 24 hours a day. We will always endeavor to reply as soon as possible, however, our office hours are between 10am - 4pm weekdays AEST. You can alternately use the contact form at the bottom of this page as well.

Q: Can I make a change to my order?

As soon as your order is placed it is sent to be picked and shipped. Unfortunately, this means we are unable to make any changes. Sorry for any inconvenience. If you would like to send any items back for return, please follow the instructions in the link below, Returns page.

Q: How can I pay for my order?

We accept MasterCard, Visa, PayPal, Shop Pay as well as AfterPay (on applicable orders/to approved purchasers). All credit card payments are processed through the Shopify Payments gateway, a platform that is certified Level 1 PCI DSS compliant, that securely captures and processes your credit card details. You can also choose to use PayPal, an incredibly secure and reliable gateway. You can choose to use your PayPal account for a seamless, quick checkout experience. And if you wish to use your credit card via the PayPal gateway, you can do that as well. You will be given the option to do this once you reach the PayPal page (after finalising your order at the checkout).

We do not accept payment by Direct Deposit. However, if you wish to use funds from your bank account to pay for an item, we suggest setting up or using your PayPal account. This will allow you to set a bank account as the funding source.

Q: What currencies do you accept?

All prices are listed in Australian dollars.

Q: Do you ship internationally?

Yes! We ship to a large range of countries around the world! To see if your country is currently serviced, please add an item to your cart and go to the checkout and select your country. If it is on the list, we'll ship there! International freight charges are displayed at the checkout.

Q: Will I have to pay import duties and taxes?

That depends on the laws and regulations in your country, so you'll need to inquire of your own Customs authorities about this. Please note that we are legally required to accurately describe the value and contents of the parcels we send internationally, so we cannot and will not falsify the details on these forms (e.g. claim a lower value or marking the item as a gift). So please don't ask us to do this!

Q: When will my order arrive?

Delivery times depend on where you live and the shipping method you select. To see an estimate on how long a package will take to arrive, please go to the website for the relevant freight provider and enter Clayton, 3168 as the origin postcode.

Australia Post

If after the estimated time it has not arrived, or you are concerned about it's progress, we suggest that you contact the freight provider first. They are best placed to track your parcel down and get it to you as soon as possible. However, if you don't have any luck with them, then you can contact us and we'll try and get it sorted out.

Q: What's your "Price Guarantee"?

We like to keep our prices as competitive as possible at all times. Sometimes we are able to lower our prices that little bit further (such as when stock becomes superseded and our supplier is clearing out items). If that happens, and you just bought the item at a higher price and we understand this might make you feel a little disappointed. That's why we offer a 7 Day Price Guarantee. If the price goes down on the exact same item and you contact us within 7 days of purchase, we'll refund the difference in the form of a gift voucher. So if you placed an order on a Tuesday, simply contact us on or before the following Tuesday with details of your purchase and the item in question and we'll get you sorted!

Q: Do you offer finance?

Yes! If eligible, you can choose to use AfterPay.

Q: What does it mean if I put an Authority to Leave on my parcel?

At the checkout, if you select "Yes" to "Authority to leave parcel if receiver not available?", then this means the delivery driver does not have to obtain a signature to leave the parcel. They can leave it anywhere at the address. For some people, this is a great option if you don't think you'll be home when the delivery is made. However it does also mean parcels may be stolen, and we are not responsible for this if you have chosen the Authority to Leave option.

As it states at the checkout:

"Please note, if you select Authority to Leave, LeTour Cycles will not be held responsible for any parcels which are lost/stolen/mauled by your canine. We do not recommend selecting if you live in a gated complex, or unit block. CHOOSE AT YOUR OWN RISK! We also cannot guarantee that the individual delivery driver will observe the instructions, but will simply ensure they are included on the package. Without your authority to leave, your parcel will be delivered to the nearest post office or courier depot for collection, if no-one is at home."

Q: Talk to me about privacy and cookies and things

No problem, head to our Privacy page, where you'll find all you need to know about what data we collect and what we do with it.

Q: Are my credit card details secure?

Absolutely! Because we use secure payment gateways, we (our system and our staff) will never see your full credit card details. If you choose to store your credit card details for future use on the site, please note that your details are still just as secure - we use a "token payments" solution which means that the secure payment gateway provides a Token ID (a random code) that is stored in our system and can only ever be used again on our site (it is not vulnerable to use on other sites) when you choose to use it via your account with us.


Still no answer? That's ok, just jump on over to our Contact page and send us an email.