FAQS 

Here are some top Frequently Asked Questions separated into different categories. We hope you can find answers to your questions here. If you are still having trouble or need assistance, feel free to contact us! 

Account

I forgot my password! What should I do?
No problem! Just click on LOGIN and then click on the FORGOT PASSWORD link. Follow the instructions to reset your account password.

How do I change my password?
Login to MY ACCOUNT and then click on the checkbox CHANGE PASSWORD. Next, follow the instructions and input your current password and your new desired password.

Product

I have received my order but the color does not match. What should I do?
When checking your order during delivery, if you find a mistake with your order, please reject and ask the courier return your shipment to us. Please note however that the actual color of each product may vary due to lighting conditions in photos or the color quality of your computer monitor or device.

What size should I get?
Sizes vary between brands and products. To help you choose the correct size, we provide sizing charts for almost all of our products. You can find sizing charts within the product description page under the SIZING tab. It is important to know your own measurements and compare them accurately with the sizing charts. If a product does not have a Sizing Chart or you are confused about which size to order, chat with our customer service staff online or email us!

Shopping

How do I make changes to my order?
If you have not yet placed your order and wish to make changes, click on your shopping cart to see your current selection of items. You may make changes to item quantity or remove them from your shopping cart. If you wish to change the size or color of an item, you will need to remove the current item from the shopping cart and start over.

How do I cancel my order?
If you have not yet place your order and wish to cancel your order, click on your shopping cart and remove your items individually.
 
What is the difference between my shopping cart and my wishlist?
If you add items to the shopping cart, you can make purchases right away. If you add items to your wishlist, the items will be stored there so that you can make your purchases at a later date.

After payment is completed, can I change my delivery address?
Please contact us immediately and we will try to help you fix it.

Is the product I purchased eligible for warranty?
All products are covered by manufacturer warranty covering manufacturing faults and technical defects. For more information, please refer to our Warranty Policy.

Payment

What kinds of payment methods are available?
We support different avenues of payment: Paypal (Visa and Mastercard), WeChat Pay, UnionPay, and Alipay. 

How do I use my coupon?
You can redeem your coupons during checkout. Look for the COUPON CODE box within the checkout page. Enter your coupon code and then click ENTER. The discount will automatically be applied to eligible items in your cart and the discounted amount will be displayed on the page. Your code will not be redeemed until you place your order, which is the final step in checkout. That means you can still add items to your cart even after entering the code. Once you place your order, your code will be redeemed. Only one coupon code can be used per order. Redemption Codes do expire, and XXVII.COM reserves the right to cancel an order for unauthorized, altered, or ineligible use of promotional offers.

Delivery

Is international shipping available?
XXVII ships to select countries within Asia. Please contact our customer service team if you require assistance.

Does my order qualify for free shipping?
Free shipping is offered for all complete bike and frameset orders. Orders which do not consist of complete bike or frameset will have shipping costs applied.

I made a mistake on my delivery address. Can I change my delivery address?
Please contact us immediately and we will be happy to help you fix it.

How long does delivery take?
We try our best to ship your order in the least amount of time. Delivery time varies depending on the product. For most bicycles, delivery requires up to 10-15 business days. For components and accessories, delivery requires up to 7-10 business days. In some cases, should your order require more time, our customer service team will send you an e-mail with the estimated delivery time.

If I have placed an order for multiple items, will they arrive together?
XXVII tries to consolidate shipping, but in some cases items from your order will ship separately due to availability or because packaging together is not possible.

There are items missing from my order, what do I do?
When our courier delivers your products, please make a thorough inspection if all items from your order are present and in acceptable condition. Contact our customer service team and we shall inspect and arrange re-delivery for you as soon as possible.

Returns

What is your returns policy?
XXVII supports a 7-day returns policy. If you wish to return a purchased product for any reason, please return to us within 7 days of receiving and we will issue you a refund. All returns must be in the condition you received them in with the original box and/or packaging and the manufacturer tags where applicable. Products that have been opened and used, and without original packaging and manufacturer tags will not be eligible for returns or refunds. For all returns, the cost of shipping and handling is your responsibility and we shall deduct shipping costs from your refund. Note that some of our products are not eligible for returns as clarified in the product description page and in the checkout description page.

Why is my refund taking so long?
If you have received our email confirming a refund, please note that refunds will require several business days for completion. Please refer to our Returns Policy for more information.

Invoices

Do you provide formal invoices for all orders?
Yes, XXVII can provide invoices for all orders. During checkout, click on INVOICE and then fill out the title you need.

Will the invoice be sent together with my order?
No, invoices will not be included with your order. Please expect to receive the invoice within 15 business days after receiving your order.

Service

How do I contact customer service?
You can contact us by Telephone, E-mail, or WeChat:

TELEPHONE:
+86-21-58127310
Business Hours: 
Monday to Friday 9:00AM-17:30PM

E-MAIL:
support@xxvii.com