FAQs

Import Duty, VAT, or Other Taxes

Customers with shipping addresses outside of the EU are solely responsible for all duties, import taxes and brokerage fees. These are not included in the cost of shipping or handling of your order. Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs. Customs, duty, and taxes are non-refundable: so if you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.

Are you actually brothers?

Yes we are!

Where are your frames made?

Our frames are made in Taiwan. They are handmade using traditional brazing and welding techniques with the highest quality materials by a team of frame builders who have over 2 decades of experience. Each frame undergoes extensive quality and safety checks before it is shipped to us in the UK. Although built overseas our frames were carefully designed by us in London and are exclusive to Brother Cycles.

Are your frames guaranteed?

Our frames are fully guaranteed against manufacturing and materials faults or defects for 12 months from date of purchase. This guarantee does not cover items which are damaged through accident, misuse, wear and tear, neglect or those which have been repaired or altered by any other firm. Paintwork is not covered covered by this warranty, nor is any damage that happens to you or your other components as a result of any failure of one of our products.

This guarantee is only valid to the original customer and is non-transferable. We reserve the right to an independent opinion on whether the goods qualify for a refund. A dated proof of purchase must be provided before a warranty claim will be considered.

What is your returns policy?

Our returns policy does not affect your statutory rights.

If an item should fail to meet your expectations, you may return it unused and in its original packaging within 10 days of receipt and we will provide a full refund (shipping costs are not included). You must email us before returning goods. Returns received without prior-authorisation or in a non-saleable condition may be refused.

If you have received incorrect or damaged goods, we will give a full refund. In the case of a refund for damaged goods, we reserve the right to an independent opinion on whether the goods qualify for a refund.

In the case of incorrect or damaged goods, we will reimburse any postage costs incurred as long as they have been agreed first.

How are your products shipped?

We generally ship frames via next day courier, and components by Royal Mail First Class Recorded. Frame shipments go out approximately twice a week, components usually within 24-48 hours of ordering. For international orders we use DHL or UPS.

My country is not listed, can you ship to me?

Yes, we can ship worldwide. If your country is not listed in the shopping cart then contact us with your address details and the products you wish to purchase. We will get back to you within 24 hours with a total cost including shipping and insurance.

Where are your frames stocked?

You can see a list of shops where our frames are stocked here. If your LBS isn’t listed then ask them to get in touch with us about ordering a frame for you.

Can you build me a custom bike?

Sorry we don’t do custom builds, but you can contact one of our many stockists for assistance in building up a bike.

Will my bike come assembled?

Your bike will arrive 90% assembled. You will need to attach the pedals, front brake, front wheel, handlebars, seat and a few other minor parts as well as adjust, tighten and tune. It is possible to build with moderate bicycle knowledge, however we highly recommend that you have your bike put together and checked by a professional bike mechanic for safety and proper functioning. Shipping direct to your local bike store for assembly is possible.