ELVES BIKE UK & EUROPE FAQ's
Q: How long does it take to receive my product after I have ordered? A: We always confirm your order and advise you to anticipate an estimated 8-10 week timescale to manage expectations. However, as with all manufacturers, there are peak times and quieter times. Very often we deliver in under the estimated timescales.
Q: Do you have any frames in stock with a faster turnaround? A: Elves have started to stock some frames that are available for immediate dispatch. This means that we can deliver to you in approximately 3-4 weeks from the time of ordering. To find out what the latest aviability is, contact us on hello@elvesbikes.co.uk
Q: Does custom paint extend the time I have to wait for the frame? A: Not usually no as other than the limited frames we have started to stock, we manufacture to order.
Q: Is there a surcharge for custom paint? A: Only for the Falath Evo as this framset has the option of three colours. However, the surcharge is only £39. Other frames currently offer complementary custom-paint.
Q: I am unsure of my size, can you help me? A: The geometry and sizing is available on the website under the frameset you are interested in. If you are still unsure, we are happy to provide you with some guidance, but without seeing you face-to-face, there are limitations to this advice. We offer a complementary bike sizing for all full custom builds at our workshop in Southampton. However, to get an accurate fit, we always recommend a bike fit. Another valuable resource that many riders have given us positive feedback on is Bike Insights https://bikeinsights.com/ that you may find useful
Q: Can I change my mind once I have ordered? A: If you have ordered a bespoke custom product, unfortunately, you cannot change your mind once the order is placed. However, do speak to us, if we have not started production, we will always do our best to support any customer requests.
Q: Do Elves offer a warranty? A: Yes we offer a 5-year warranty on our framesets and forks, 2 years on wheelsets and 1 year on saddles. Terms and conditions apply, please see the wrattnty section here for more information.
Q: If I have a warranty claim, who deals with this? A: In the unlikely event that you have a warranty claim and you have purchased the Elves components through this website, we will process any warranty claims directly for you. If you have purchased a fully-built custom-bike through one of our authorised custom shops, please speak to that store directly who will advise you on the next steps.
Q: Is delivery and custom tax included in the price I can see on the website. A: Yes, for the majority of the UK and EU countries it is. There are some remote areas we regrettably cannot deliver to and some countries outside of the EU will be liable to pay their own customs duties. If you require any confirmation of this please contact us on hello@elvesbikes.co.uk
Q: How do I design my custom paint A: Head over to the custom paint page where you can submit an outline to your design.From there we will work with our designers to create a mock-up for you that will be emailed back to you.
Q: Are Elves Frames open source moulds? A: No, Elves have been supplying both ODM and OEM services for many years to very well- known established brands. We have our own R&D team in Tiawan, and a manufacturing plant in China. Our design services are supplied by Diamond Sports Design in Hong Kong who have inspired many top international sports brands. We are proud to consider ourselves as industry leaders.
Q: Does my frame come with a bottom bracke included, if so what button bracket do I need for my frame? A: All elves frames are supplied with a button bracket. Please tell us what groupset you are using and we will endeavour to supply you with the bottom bracket suitable for your groupset.
Q: Can I get more headset spacers? A: Yes, please just let us know when you order yoru frame and bars.
Q: Can I get a spare gear mech hanger for my Elves frame? A: Your Elves frame is supplied with two gear mech handers, if you need more, please just let us know
Q: What quality assurances can you offer me? A: Our frames meet the EN 14766 And ISO 4210-6:2014 European and International quality standards and provide durability and value in terms of quality and price. Certain frames also conform to UCI (Union Cycliste Internationale) standards and can be used to race in international competition.
If you have any other questions please email us here