How can we help you?

For items purchased online, you can send them back for a full refund within 28 days, provided it has not been used or fitted, and is returned with any packaging that form part of the goods with a valid proof of purchase. Please complete and include the returns form with your goods when sending it back to us.

If your item is a wetsuit that you have purchased on line then please call or email TRI UK prior to returning your wetsuit. Please note you cannot return your wetsuit to the below address.

Email: mailorder@triuk.com

Call: 01935 41 41 42

If you return goods claiming they are defective, the returned goods will be examined by TRI UK warranty staff and/or the manufacturer warranty staff. Based on the inspections carried out TRI UK will notify you of the warranty decision by phone or email. If it has been deemed to be a warranty then a replacement item or a refund can be discussed. If a refund is due you will receive your refund within thirty (30) days of the day we confirm to you that you are entitled to a refund for defective goods. Please retain your proof of postage as we will need that to reimburse you the cost of the return for the faulty item. This will be done once the return has been processed.

Here's the return address:

TRI UK

Returns Dept,
Parkway Works,
35 Kettlebridge Road,
Sheffield.
S9 3BZ.

For any returns, the original packaging and swing tickets, where applicable, need to still be in place.

Please note: Unfortunately, you can't return swimwear, underwear, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons, nutrition, facemasks, helmets or any items that have been inseparably mixed after delivery.

To return your item(s) bought in store for a credit note or where possible make an exchange, visit any TRI UK store within 28 days of purchase.

Faulty goods purchased in-store: Please return your purchases to the stores you purchased from. Please bring along your proof of purchase. If you return goods claiming they are defective, the returned goods will be examined by TRI UK warranty staff and/or the manufacturer warranty staff. Based on the inspections carried out TRI UK will notify you of the warranty decision by phone or email. If it has been deemed to be a warranty then a replacement item or a refund can be discussed. If a refund is due you will receive your refund within thirty (30) days of the day we confirm to you that you are entitled to a refund for defective goods.

Unfortunately, you can't return swimwear, underwear, personalised or bespoke items, items which deteriorate or expire rapidly, magazines, items that are sealed for hygiene reasons or any items that have been inseparably mixed after delivery.

You can return an online item for an exchange. Please mark the size and/or colour required on the returns form.

If we don’t have the item you want in stock, we will process a refund instead. Please note the item can only be exchanged for the same product in a different colour and/or size.

If your item is a wetsuit that you have purchased online then please call or email TRI UK prior to returning your wetsuit. Please note you cannot return your wetsuit to the below address.

Email: mailorder@triuk.com

Call: 01935 41 41 42

In the meantime, you may find the following information of use: Click here

Please return each order separately and include any packaging that forms part of the goods with your valid proof of purchase.

We try and process all returns as quickly as possible for you to get your refund. You should receive a confirmation email within a week of having returned the item but it takes longer sometimes.

Any refunds will be refunded to the same payment method you used when you placed the order.

If your order was paid part or in full by a gift card, the refund will be issued as a gift card or evoucher up to the value of the gift card you used.

When you send back an item for an exchange it depends on stock availability at the time. If we don't have the item you want to exchange to, we will process a refund instead.

You should receive an email with the details of your return and if we are providing you with an exchange or a refund.

We try and process all returns as quickly as possible for you to get your refund, but please give us 7 days to process your return. You should receive a confirmation email when this is done. After this, it may take up to another 7 days for the money to get back to your payment method, as this depends on the banks' processes.

At certain times of the year, the process time will be longer, such as Christmas and public holidays.

Please allow 7 days for the refund to appear in your bank account. This varies depending on your bank.

The first step to placing an order is adding your desired products to your shopping cart. You can do so by clicking the “Add to Basket” button on the product page.

Once you have your items in your basket, you can then increase the quantity by entering the desired amount in the Quantity field. You can see the Quantity field by clicking on the shopping bag icon in the top right corner of your screen.

Clicking on the “Pay securely now” button on the “Basket” screen takes you to the checkout area where you can select the correct delivery and billing address for this order. Please note that the billing address must match the details for the card that is being used. Once you have chosen the delivery method and clicked on the “Continue” button, you will be taken through to the Payment page.

Currently, we accept the following methods of payment: Mastercard, VISA, VISA Debit, VISA Electron, Maestro, American Express, PayPal and Gift Cards. The Payment Pages used on our site are secure—you can safely enter your card details to pay for your order.

When you are ready to purchase, please select the desired payment option and proceed to the next page where you can enter any required details. Based on the type of card you are using for payment, you may then be asked to enter further details to enhance the security of the transaction. Any additional information requested comes directly from your card issuer and is meant to identify you as the authorised user of the card. If you are asked for payment authentication and do not have one set up with your card provider yet, you can do so online during the transaction.

All credit and debit cardholders are subject to validation and authorisation by both us and the card issuer to maintain security and prevent fraud. Internet fraud is illegal and perpetrators will be prosecuted in all cases.

If you use a gift card to purchase goods of a higher price than the value stored on the card, you will be prompted to pay the difference with another payment method. If you do not spend the entire balance on the gift card, the remaining balance will be stored on the gift card and may be used as payment for another purchase. We will not offer any cash change for purchases made with gift cards.

Gift cards cannot be used to buy additional gift cards.

We only take payment for an item after it has been processed. However, in the interim before processing, we will take an authorisation. An authorisation will show on your bank statement as a reservation of funds that allocates the money to your order. However, the funds will not be released until we have processed your item(s) for delivery. 

In the event of us not being able to fulfil your order we immediately contact your bank to request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.

Payment authentication or 3D secure are fraud prevention initiatives launched by card issuers. Verified by Visa (VbV) and MasterCard Secure Code (MSC) work in the same way. The authentication works by using passwords that you use with the card providers to verify your identity. These passwords are set up by you with the card provider to protect you when you shop online. You will be required to enter your password during the payment process on our site. Along with this password, your name and billing address details must match the cardholder address details held by your card issuer.

How do I activate my card?

Many customers register their payment authentication with their card issuer. However, if you have not registered your card, you can register while going through the transaction on our site.

To do so, open a second browser window or tab and navigate to your card provider’s site. Then, select the option to set up payment authentication. You should be prompted to enter your card details and set a password. Once you have registered your card, when you shop online in the future you will only have to enter your password.

Who do I contact for further information?

Customers should have received information about the payment authentication process from their card issuers. If you require more detailed information, please contact your card issuer directly. If your card is rejected by our online payment processing systems, please double-check that all of the details you entered were correct. 

If you are sure you are using a valid card, please try again with the same credit or debit card or place the order again using a different card. If the problem persists, please contact your card provider. Unfortunately, as a third-party, we have no control over the payment authentication process so we will be unable to assist with any authentication inquiries.

Please note your order will only be processed once we have received authorisation from your payment card issuer. Please contact your payment card issuer directly with any queries regarding your credit or debit card password.

If you are looking for something particular, you can use the search functionality to search for the description of the product or the product code if you know it. You can find the search functionality at the top left corner of your browser’s window where it says “Search for product or brand.”

We’ve also created useful shopping categories which you can see at the top of your browser window. If you see an area of interest, click on it! This will guide you to a curated selection of product listing. Then, click on a specific product that you’re interested in for more details, or to add the product to your cart.

To add a product to your shopping cart, hit the “Add to basket” button.

Occasionally, we will offer special products that are available for pre-order. Pre-order allows you to order an item either prior to the official launch or before the stock becomes available for general sale in stores. This can be especially useful for highly sought after or limited edition items.

The item, along with the rest of the order, will be processed for shipment once the stock becomes available. While we do show dates on the site for expected ship dates, they are meant as a guide rather than a guarantee. Rest assured, though, that we will endeavour to process your order for delivery as soon as we have the product in stock. We strive to get everything shipped out to you either on the date shown or shortly afterwards. We’ll keep you updated as soon as we send it out!

You will not be charged for your items until your order has been processed.

We know that discounts make everyone’s shopping experience a little bit better. Please follow these steps to apply a discount or voucher code to your order.

1. Begin by adding your desired and/or any required items for the discount to your bag.

2. Select "View basket" to make sure you're happy with your items 

3. On the right-hand side, press "Add" to apply a new Promo Code

Other than pre-order products, we only show products on our website that we have in stock. If you can’t find it on our site, it is not currently available. It is worth checking the website on a regular basis as the stock availability is changing all of the time.

Please note that when purchasing a product that includes a gift with purchase, the gift is subject to availability, while stocks last only.

If you are buying large quantities of one particular product or we are running low on the product that you are trying to buy, we will tell you that we are not able to add more than a given number to your basket. 

Please contact us to discuss larger purchases.

Please note that when purchasing a product that includes a gift with purchase, the gift is subject to availability.

Sizes vary with each product and with each manufacturer. A size medium wetsuit will be different across the various wetsuit brands. A size 56cm road bike will have a different geometry across the different bike brands.

There are manufacturers size guides on each product page to ensure that you make the correct size decision for the product you are wanting to buy. Alternatively you can call or email the TRI UK stores direct for expert help and advise on sizing to ensure you order the correct sized product.

Bike Sizing: All bike brands have their own way of sizing their bikes. Sizing also differs depending on the style of bike and the geometry of the bike. For example, a 56cm Brand A road bike may fit you, but a 56cm Brand B road bike may well be smaller or larger – this is due to measurements each brand uses and the geometry each brand uses. Therefore it is essential that you use the sizing charts for the brand and model you are interested. In addition you can email or call TRI UK direct and talk to one of our Bike Specialists who will be able to advise you and help you with your sizing decision.

Wetsuit Sizing: Each wetsuit brand uses their own sizing charts. Therefore it is imperative that you consult the sizing chart for the brand and model that you are interested in buying. Please note that if you are a size medium in jumpers or jackets this does not mean you are a size medium in a wetsuit, as a wetsuit needs to fit you in a totally different way to a jacket or a jumper. It is also vitally important that you take some time to measure and weigh yourself. All wetsuit manufacturers sizing chart are correct for their brands. If you use your correct measurements then the wetsuit size you have chosen will definitely fit you. The only time that sizing issues occur is if you have not used correct measurements. Those extra 5kgs you have not included when you used your ‘guestimated weight’ will make a difference to the wetsuit fitting correctly.

When your wetsuit arrives and you unpack it you will quite possibly panic and think it looks far too small for you. If you have used your correct measurements then this will not be the case. If you have used your correct measurements then the wetsuit will fit you. Click here to understand how your new wetsuit should fit and feel.

Helmet Sizing: Different helmet brands use different measurements for their sizing. Please refer to the manufacturer’s sizing chart for the brand and model you are interested in. Many brands offer a ‘One Size’ system where the helmet fits all head sizes and the sizing is adjusted by an internal cage system. When fitting your helmet straps you need to ensure that you helmet is horizontal on your head – just slightly above you eyebrow levels. Do not wear your helmet on the back of your head with your forehead exposed. To keep the helmet nice and horizontal you need to adjust the straps so the side straps are vertical and pull down onto your jaw bone and the rear/side strap also pulls across/down onto your jaw bone. This will ensure your helmet stays horizontal.

 Cycle Shoe sizing: Cycle shoes fit and feel different to most other shoes we wear. Each brand uses its own sizing chart. Cycling shoes need to fit snugly to ensure the shoe does not pull off your foot when you unclip your pedals. The stiff sole of cycling shoes also makes the shoes feel very different to other shoes we wear. The correct fit is one that is snug and secure – but not so tight that it hurts your feet and toes.

A triathlon/swimming wetsuit needs to fit you like a second skin. If you have previously worn a sailing or surfing wetsuit then please forget everything about that type of wetsuit. A triathlon/swimming wetsuit is designed to fit in a totally different way.

When putting your wetsuit on it needs to sit nice and high above your ankles. This will ensure that you can get the wetsuit nice and high into your groin area. The same applies to the chest section. This needs to sit nice and high up your chest so the wetsuit sits nice and high up into your armpits. If you have any arched ‘banana’ curves of neoprene in your groin area or your armpit area then you have not got the wetsuit high enough up your body. If the wetsuit is not high enough up your body then it will pull down on your shoulders. If you feel the wetsuit pulling down on your shoulders then ease the wetsuit further up your body. When the wetsuit is on fully you should have a handspan gap between the two edges of the rear zip. You need to ask a friend to do the zip up for you. Do not pull the zip up yourself as you may well pull/rip the base of the zip away from its stitching. You need to put your shoulder blades back and your friend needs to pull the edges of the zip together and ease the zip up. When the zip is fully done up it is a good idea to crouch down in the suit and to bend over in the suit so you can feel the suit moving up your body that little bit more.

Your wetsuit will no doubt feel very unusual. It is a very different feeling to most other items of clothing we wear. It will possibly feel slightly restrictive on the chest area. However once you enter the water the wetsuit will feel different. Many wetsuit manufacturers say that if a wetsuit is comfortable on the land then the chances are it is too big for you. Once in the water you will feel the wetsuit ease and it will start to sit better on your body. Please note that water will enter the wetsuit. It is not a dry suit. The water will create a thin layer all around your body inside the wetsuit. This is what helps keeps you warm in the water and this is what helps the wetsuit sits more comfortably on your body.

If you have any questions or queries about how to put your wetsuit on or how it should fit and feel, then please call or email TRI UK to chat with our TRI UK Wetsuit Experts. They will be able to help and assist you to ensure you are happy with the fit and feel of your new wetsuit.

All bikes purchased from TRI UK will be fully built and will have gone through a workshop Pre Delivery Set Up and Inspection. When your new bike arrives with you it will need the handle bars straightening, the pedal putting on ( if your model comes with pedals) and your saddle height setting up.

Straighten handlebars: Please refer to the manufacturers instruction booklet for guidance on this. If your bike has a carbon fibre fork or stem or handlebar then please observe the manufacturers torque settings to ensure you do not overtighten these components.

Putting pedals on: Your pedals will be labelled on the axles with a L or R. Please use the correct pedal on the correct side of your bike. You will need to put your pedals on initially just with your fingers. Just put the pedals on finger tight at first. You will be able to screw the pedals 98% with your fingers only. If you are having to force the thread and it is feel too tight to screw on with just your fingers then the need to stop as you may well have the axle threads cross threaded. Only use a spanner for the final tightening of the pedals. This will ensure that you do not cross thread the pedals and strip the axle threads.

Setting saddle height: This is a simple task depending on whether your bike has a quick release level or an allen key bolt. During the first few times of riding your bike you will quite possibly lower and raise your saddle as you get used to your bike and until you find that perfect height for yourself. If your bike has a carbon fibre seat post and/or a carbon fibre frame then please observe the manufacturers torque settings to ensure you do not overtighten these components.

If you are new to riding this style/level of bike, please take a few minutes to read the following information.

We hope you find it useful and we hope that it will ensure the correct use of the bike’s moving parts.

Tip One: Your bike is a mechanical item, with lots of moving parts. Your bike has been fully checked over and set up by a cycle technician so it is ready for you to ride. However, your bike will need continuous attention to ensure it remains running smoothly. As your components stretch, move slightly and ‘bed in’ your bike will need to be re-checked over by a cycle technician. This is all very normal and all to be expected. It does not mean there is anything wrong with your bike. It does not mean that your bike is broken. Please ensure you take your bike to a cycle technician once these movements start so that no damage occurs to your bike ans its components.

Tip Two: Be careful when leaning your bike up against a wall or when putting your bike in the back of the car etc. Do not lie your bike with the rear mech/chain set underneath/face down/next to the wall/ The rear mech needs to remain in alignment in order to continue to work smoothly. Even the relatively light weight of the bike can/will knock the rear mech out of alignment – this can then cause the rear mech to break off and/or go onto your rear wheel. Therefore be very aware of any knocks or incidents that may cause this rear mech area to move and become out of line. It will be perfectly in line, fully set up and tested prior to leaving our workshop.

Tip Three: When riding your bike try to pedal at a brisk pace. It is better to pedal at a brisk pace, using the easier-to-pedal gears, than to strain the components (and your legs!) by using the harder-to pedal gears and pedalling more slowly. Grinding along in a high gear is not going to do your cycle components any good at all. This technique will increase your stamina over a longer ride and will enable you to accelerate more quickly if you need to set-off quickly – from a junction for example. This brisk pace on the pedals will also facilitate you changing up and down your gears.

Tip Four: This is a hugely important tip! Lighten the pressure on the pedals when you shift gear. Keep the pedals turning, but don’t be grinding down on them while you shift. Lightening the pressure on the pedals facilitates a smooth gear change, reduces any grinding noises when you shift and lengthens the life of your rear mech, cassette, chain and chain rings.

Tip Five: This tip deals with the chain line. Try to keep your chain as straight and ‘in line’ as possible. Chains do not like being at extreme angles. It causes excess strain on the components and causes the components to grind, rub and wear excessively. With the number of gear combinations available on your bike, you will be able to find the perfect gear without expecting the chain to cope with being put under ‘extreme angle’ pressure.

Tip Six: Remember to shift back to a low gear before you stop, so that you will be in an easy gear for starting off again. Just as if you are in your car! You cannot expect your components to survive all XX stone of you pushing hard down on the pedals from a red traffic light if you are still in a high gear. You would not expect your car to set off in 4^th gear – please do not expect your bike to!

Tip Seven: It will be pretty obvious when you need to change gears. As stated in the above points, you need to be in the correct gear so that you are benefitting from the components – not putting unnecessary strain on them and expecting them to perform under unnecessary pressure. As per your car – if you drove at 70mph in 2^nd gear your gear box would not last long. The same applies to your bike components.

Tip Eight: Finally....never pedal backwards on a bike with a rear derailleur...always pedal forwards.

Happy cycling...training...and racing!

Sometimes you may run into trouble and not receive account emails that we are sending to you. That’s problematic because we communicate shipping notifications, billing errors and order updates via email. By adding our email address to your safe sender list, you’ll ensure that you receive our emails into your inbox and reduce the chances of having problems receiving emails from us in the future.

Each internet service provider (ISP) has spam filters which keep both white-listed addresses and blacklisted addresses. If an address is on a person’s white list then mail from the specific sender will be allowed.

To ensure that you receive our emails please follow the instructions below to add our email addresses to your address book for your specific ISP.

Hotmail

1. Open your inbox

2. Click "Options" (at the top right hand corner of the screen) then "More Options" at the bottom of the dropdown list

3. Select "Safe and Blocked senders" then click "Safe Senders"

4. Copy and paste our email address into the box provided and click "add to list"

5. Our email address has been successfully added to your safe sender list

Microsoft Office Outlook 2003

1. Open your inbox

2. On the toolbar click "Actions"

3. Select "Junk E-mail" from the drop down menu

4. Select "Add sender to safe senders list"

5. A dialogue box may appear with the words "The sender of the selected message has been added to your safe senders list". Click OK to confirm

6. The email address has now been entered into your Outlook contacts list

Yahoo!

1. Open your inbox.

2. Navigate to an email from us and click the "Add" button next to our email address

3. If not there already, copy and paste our email address into the email field and click "Save"

4. A dialogue box may appear with the words "Contact was Added" beside a green checkmark. Click “OK” to close the dialogue box

5. The email address has now been entered into your Yahoo! address book.

Microsoft Office Outlook 2007

1. Open your inbox

2. Open the “Tools” menu and click "Options"

3. On the “Preferences” tab under “Email” click “Junk Email”

4. Click the “Safe Senders” or “Safe Recipients” tab and select “Add”

5. In the “Enter an e-mail address or Internet domain name to be added to the list” box, copy and paste our email address and click OK

6. The email address has now been added to your contacts list.

AOL Mail

1. Open your inbox

2. Navigate to one of our emails to you. Hover over our email address in the “From” section to open up a small dropdown.

3. Click “Add contact” to confirm

4. The email address has now been added to your Contacts list

Google Mail

1. Open your inbox

2. Navigate to an email from us

3. Click on the "More options" link next to the date

4. Click on "Add sender to Contacts list" in the options list

5. The email address has now been entered into your Gmail contacts list.

We’re sorry to hear that you’re having trouble!

In order to shop with us or access your account on our website, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the exact same email address and password that you used when you first registered with us. A good way to check this is to look for your registration email and identify the email address it was first sent to. 

If you can't remember your password, simply select the "Forgotten Password" option found on the sign-in page. From there, input your email address and follow the steps to set up a new password. Once signed in, you can change any of your details at any time by navigating to the My Account page.

If, after these troubleshooting steps, you are still having problems signing in to your account, please contact us.

Please contact us with details about the issue. A few helpful things to include are:

• Where did the issue occur (a link to the page is helpful)
• When did the problem occur
• A screenshot of the issue occurring
• Details on what you’d expect the behaviour to be, versus what it was
• What browser you are using
• Frequency of the issue. For example, does it happen every time? Randomly? Once?
• Any error message that appeared on the screen

If you’re running into any trouble on the website, please contact us with details about the issue. A few helpful things to include are:

• Where did the issue occur (a link to the page is helpful)
• When did the problem occur
• A screenshot of the issue occurring
• Details on what you’d expect the behaviour to be, versus what it was
• What browser you are using
• Frequency of the issue. For example, does it happen every time? Randomly? Once?
• Any error message that appeared on the screen

Registering an account with us gives you the ability to purchase products on our site, take advantage of our expedited check-out system, and receive special emails to make sure you’re the first to know when we have special offers or discounts. 

All you need in order to register is an active, valid email address. You can register here.

Once registered, you can update your details using the "My Account" section of the site. You can access the “My Account” section by clicking on the icon of the person in the top right corner of your browser window.

If you need to add an alternative shipping address, simply click the link to enter a new address within the Address Book section of My Account.

For your security, you will be asked to set up a password when you register a new account. If you are unable to remember your password simply select "Forgotten Password" on your account page.

After you click that link, you’ll be prompted to input your email address and follow the steps in the email to reset your password.

After you’ve received your password reset, you’ll be able to assign a new password at your leisure by heading to the “My Account” section of our site.