Frequently Asked Questions

Product Support

Bikes offered within Liv UK can differ from other global Liv product ranges. Unfortunately, stock cannot be transported overseas from other international Liv dealer stores, for sale on our UK website.

The only bike colours available for our UK customers are featured online, on each product webpage. Unfortunately, stock cannot be transported overseas from other international Liv dealer stores for sale on our UK website.

All bikes purchased from liv-cycling.com/gb, using our Delivery service will be 95% built by a trained mechanic so once you un-box your new ride, only minimal assembly of fitting the pedals and adjusting the handlebars and saddle is required.

Unfortunately, we do not sell components directly to consumers. However, please contact our Rider Support team who can specify availability and provide a part code, whereby, you can order the part directly through a Liv authorised store.

Yes, all bikes purchased from giant-bicycles.com/gb, using our Click & Collect service will be fully assembled and safety-checked so that you are ready to ride.

You can find our Owner’s Manuals via the Liv website. If your bike is over 5 years old, please contact us for the manual.

Unfortunately, we cannot transfer bikes between different Liv dealer stores. However, if the store is signed up to our delivery service, the bike can be couriered to your home address, free of charge.

Payment

Credit card

Pay by Visa, MasterCard or American Express

 

PayPal

 

Apple Pay

 

V12 Retail Finance

Klarna Pay Later

Pay in 30 days

Klarna Pay Over Time

3 interest-free instalments

Giant Cycle To Work

CycleScheme

Unfortunately, we currently do not.

Yes, for each Click & Collect destination, a separate checkout needs to be completed.

This is likely due to your basket including Click & Collect items from different Liv authorised stores. Please complete separate checkouts for each store destination.

Collection, Delivery & Returns

We are sorry that you are not in receipt of your order, as of yet.

If the Liv retailer holds stock of the ordered item/s in-store, the product/s will be available for pick up within 3-5 working days.

If the Liv retailer does not hold stock of the ordered item/s in-store, the product/s will be received by the store and if needed, assembled, within 7-10 working days.

If the aforementioned timescale has passed, please contact our Rider Support team, who will help.

Liv dealer stores will normally hold an item for 5 working days. If you are unable to collect your order within this timescale, please contact us.

Yes, for bike-only orders. Please click here for more information on our Delivery service.

Warranty

If you wish to start a warranty claim, please contact any Liv dealer store, to arrange an examination. Once this is scheduled, please bring the item, along with your proof of purchase to the store, whereby, the store staff will liaise with our warranty team, in order to advise on the option/s available to you.

Please note, we are unable to diagnose any issues without physically inspecting the product itself.

For more information, please view our dedicated warranty page.

You just need to take your proof of purchase.

Maintenance & Repairs

First, check your own body and take care of any injuries. If necessary, seek medical help. Then, take your bike to the Liv dealer store where the bike was purchased, for a thorough check.

Proper bike cleaning should be a big part of your bicycle maintenance routine. Washing your bike regularly will ensure all your expensive bike parts have a long and happy life. Whether you ride a road bike or a mountain bike, taking the time to wash your bike (especially your drivetrain) is a necessity.

For road bikes, we suggest degreasing and 're-greasing' your drivetrain every 100 miles. For mountain bikes, you should clean your bike after every muddy ride or every couple of weeks with regular use in dry climates.

It is recommended that you should take your bike in for a service check roughly around 3 months after owning the bike. After this period, it is recommended that you take your bike in for a minor service check every 12 months. However, this does depend on how much you use the bike.

Complaints

We are committed to investigating all valid complaints about our products and services.

Please initially contact our Rider Support team with your concern.

Our second point of escalation would be our Rider Support Manager.

Our last point of escalation is with our dedicated complaints team, whom are contactable by the following methods,

Email: complaints@liv-cycling.co.uk

Post:
Liv UK Complaints Department,
Giant UK Ltd
Charnwood Edge,
Cossington
LE7 4UZ

Our complaints team commit to a response within 2 working days.