FAQs

When do you deliver?

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We deliver 7 days a week, between 9am and 9pm. If you have requirements outside of these times, please speak to our team about custom options.

How much can a cyclist handle?

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Our regular keen green cyclists can carry up to 6 kg and a box with the maximum dimensions of 40 x 40 x 40 cm. We also have a number of cargo bikes and electric vans that can carry much more. Please do get in touch to find out more.

Can you handle chilled items?

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Our 90 minutes delivery is great for chilled items, from the minute you put through the delivery to when it’s delivered it will be maximum 90 minutes, usually less. We’ve even delivered ice cream (in July!), now that is some fast pedalling.

Where do you deliver to?

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In London our cyclists cover a five mile radius from Charing Cross and our fleet of electric vans goes as far out as the M25!

In Bristol our cyclists cover a five mile radius from Temple Meads station and our electric vans cover a twenty five mile radius from central Bristol.

What do your delivery options mean?

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One off 9am-6pm - this is a flexible delivery going from the pick up location to the drop off, it will be picked up and delivered anytime between 9am and 6pm.

1 hour slot - this option caters for more time sensitive orders, it will de delivered within a one hour window of your choosing.

Within 90 minutes - from the minute you put through the request on the site to when it will be delivered to the drop off location will be a maximum of 90 minutes.

Multiple drop off - this is great if you have a bunch of packages going out to different drop off locations. Our multiple drop calculator will use the pick up and drop off postcodes to work out how long it will take a cyclist to do.

How do I get a quote?

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The easiest and quickest way to get a quote is to pop the pick-up and drop-off postcodes into the website.

My delivery is late - what should I do?

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Hopefully that shouldn't happen, but if you have any concerns live chat with us, or email support@xeroe.co.uk and someone will get back to you within 10 minutes.

What happens if the recipient isn't in to accept their delivery?

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In this situation we will attempt to deliver to a neighbour or reception area. If this fails we will leave the package in a safe and concealed place.

In both instances we will email you to let you know where your package has been left.

Is my package insured?

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Yes, we insure every package we deliver. For more information about insurance please contact us, or look at our terms and conditions.

I've changed my mind - can I cancel?

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You can cancel and receive a full refund as long as you notify us at least 1 hour before the start of the delivery window. If you cancel within the 1 hour period, you will not receive a full refund.

My delivery is late - what should I do?

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Hopefully that shouldn't happen, but if you have any concerns live chat with us, or email support@xeroe.co.uk and someone will get back to you within 10 minutes.

What if the package is not as described when the cyclist shows up?

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If the package is larger or heavier than described on booking and a cyclist shows up but cannot physically carry the package, you will still be charged for the delivery.

When do waiting time charges apply?

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If a cyclist waits for more than 10 minutes at pick-up or drop-off we will charge a % of £18.75/hour

Do you do invoicing?

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Yes, we do! If you're interested in exploring our invoicing options, please contact us.

Still have questions? Email us at support@xeroe.co.uk