At Bespoke Official, all our products are genuine and we are the official distributor for many products sold in our shop. Our accreditation page on the HOME TAB features awards and certifications granted by local governing bodies. We achieved the award of Top 500 SME in Singapore for 2023.

At Bespoke, we've been operational for over ten years. Search "Bespoke Official" in Google and you'll see genuine customer reviews on the different platforms our products are sold on. We don't incentivize good feedback by providing additional rewards like what most shops do. Instead all free accessories are always given to customers upfront upon delivery. We've adhered to this fair policy since our company's inception. Our customers continually give us 5 star ratings, indicative of the outstanding products and services we provide.

Yes, we accept installment payment. Add an item to your cart, complete the checkout process, and opt in for an installment plan from Grabpaylater, Latitudepay, or ATOME. Alternatively, message us for a Shopback QR code (applicable for bicycles only).

We strive to complete deliveries within 1 to 3 working days.

For years, Bespoke has employed responsible delivery drivers to supply customers with our quality products. This is our standard process. For electronic products, we can provide same-day delivery services by GRAB/LALAMOVE/GOGO VAN.

Customers will receive SMS notifications indicating their delivery's estimated 4-hour time frame. Customers can reply with special instructions, such as setting the product outside the door or locking the bike at the gate if nobody is home. If the specified time does not work, you can respond to request a different delivery date.

We currently operate four warehouses in Singapore and one overseas. Our distribution centre/showroom is located at: Harvest @ Woodlands 280 Woodlands Industrial Park E5 Singapore 757322 Block 1, Unit 09-32 Operating Hours: 2:00 PM – 7:00 PM To ensure a smooth visit, we strongly advise customers to contact us in advance via: 📱 WhatsApp: 8383 7151 This allows us to notify our staff and better prepare for your visit. Thank you for your understanding and cooperation.

Absolutely. Just drop us a message via Contact Us to inform us that you wish to collect the product at our showroom.

Yes, we are committed to providing assistance for this arrangement. Please contact us using the tab located at the top of the page. We promise to make delivery as convenient as possible. Additionally, weekday night delivery is available.

When you purchase directly from BESPOKE OFFICIAL, you enjoy additional benefits that may not be available when purchasing through external platforms. Direct customers qualify for our Extended Warranty, which means labour charges are waived during the warranty period for eligible warranty servicing . Where a replacement part is required, customers generally only pay the applicable part cost, rather than paying both parts and labour. Purchasing direct may also mean better pricing. External platforms and third-party sellers may include platform fees, commissions or markups, which can add approximately 10%–20% to the selling price. By purchasing directly from BESPOKE OFFICIAL, you get access to our direct pricing without the additional platform-related costs. Another advantage is easier customisation. Direct customers have access to our range of compatible accessories and upgrades at affordable direct-customer prices. We can also assist in arranging your bicycle and accessories instatallation together, making it easier to customise your bicycle according to your needs. Direct customers may also enjoy greater discounts and more flexibility on bicycle packages, accessories and upgrades, depending on the model and current promotions. Ultimately, buying direct gives you better after-sales support, extended warranty benefits, more affordable customisation options and potentially better pricing. This is our way of rewarding customers who choose to purchase directly from BESPOKE OFFICIAL.

Bicycles purchased directly from our website come with a 1-year warranty provided by BESPOKE OFFICIAL. We have been operating for over a decade and have always maintained a cordial and long-term relationship with our customers. Our aim is to provide genuine customers with reliable after-sales support throughout their ownership. To ensure that our warranty and return policy remains fair to all customers, we do not accept return or warranty claims arising from misuse of the return policy, including claims of product defects or change of mind after the bicycle has been used for an extended period. As a general guideline, bicycles that have been used for more than 1 week will not qualify for a change-of-mind return, and warranty coverage may be voided where there is evidence of misuse, abuse, or dishonest claims. This policy is in place to protect both BESPOKE OFFICIAL and our genuine customers. Every bicycle is supplied as a brand-new product, and we believe it is important to ensure that products returned after prolonged use are not subsequently treated as new products for another customer. What about electronic components? Electronic components are generally covered by the local manufacturer's warranty, where applicable. Please refer to the individual product description for specific warranty information and coverage. For electronic export sets, a 1-month shop warranty applies unless otherwise stated in the product description. What if I have a genuine issue after the warranty period? Genuine customers have nothing to worry about. Although our warranty terms define the formal warranty coverage, we have always made an effort to go beyond the stated warranty where reasonably possible to assist our customers with after-sales support. Our goal is not simply to sell a bicycle, but to maintain a long-term relationship with our customers. If you encounter a genuine product issue, our team will assess the situation and do our best to provide a reasonable solution.

🔧 Extended Warranty vs Standard Warranty — Why Buy Direct from BESPOKE OFFICIAL? When you purchase your bicycle directly from BESPOKE OFFICIAL, you qualify for our Extended Warranty Coverage — one of the benefits we provide to reward our direct customers. What does this mean? If a covered component requires replacement during the warranty period, you only pay for the replacement part. Labour charges are waived. 🛠️ Here's a real example A customer required a rear derailleur replacement due to accidental damage. 💰 Typical bicycle shop quotation: $90 — including parts + labour 💰 BESPOKE OFFICIAL direct customer: Only $30 — replacement part cost $0 labour charge That's a $60 saving simply because the bicycle was purchased directly from BESPOKE OFFICIAL and the customer qualified for our extended warranty coverage. Why Buy Direct? ✅ Extended warranty coverage ✅ Pay part cost only for eligible warranty replacements ✅ No labour charges for covered warranty servicing ✅ Direct support from our team ✅ No middleman or platform involved We believe customers who choose to purchase directly from us should receive more value and better after-sales support. That's our way of rewarding our customers for buying direct. ❤️ 👉 Learn more about our warranty coverage: www.bespokebike.sg/pages/frequently-asked-questions BESPOKE OFFICIAL Trusted bicycle distributor operating for over a decade.

What does the bicycle warranty cover? Our 1-year warranty covers non-wearable parts and components that are found to have manufacturing defects or fail under normal intended use, subject to the applicable product specifications and warranty terms. Wear-and-tear items are not covered under warranty. These include bearings, bushings, tyres, rims, brake pads, cables, casings, hoses, chains, gears, sprockets, cassettes, grips, bar tape, pedals and saddles. Customers may, however, bring their bicycle to our service centre for inspection, where we can provide basic tuning, minor repairs and recommendations where applicable. If replacement parts are required, the applicable part costs will be borne by the customer. Warranty coverage does not apply where a product has been misused, ridden, handled, maintained, modified or overloaded in a manner that is inconsistent with its intended use. The warranty also does not cover accidental damage, including but not limited to punctured inner tubes, damaged frames, impact damage or damage caused by improper handling. Where is the warranty service centre? Warranty and after-sales servicing is provided by BESPOKE BIKE OFFICIAL at: Harvest@Woodlands 280 Woodlands Industrial Park E5 Singapore 757322 Block 1, #09-32 Our service centre provides up to 1 year of basic tuning and maintenance support for eligible bicycles purchased from our shop. Do I need an appointment? Yes. Customers must schedule an appointment through our Contact Us page before visiting our service centre. This allows our team to allocate sufficient time for inspection and servicing. Customers are required to bring the bicycle to our service centre for assessment. Warranty claims and repair requirements can only be determined after the bicycle or relevant component has been inspected. What happens if parts need to be replaced? If our inspection determines that a replacement part is required, BESPOKE BIKE OFFICIAL will inform the customer and provide a quotation before proceeding with the replacement. Where the replacement falls within the applicable warranty coverage, the warranty terms will apply. Wear-and-tear items, accidental damage and components outside the warranty coverage will be chargeable to the customer. What happens if I leave my bicycle at the service centre? Once repair or servicing work has been completed, customers are required to collect their bicycle within 30 days. If a bicycle remains uncollected, BESPOKE OFFICIAL reserves the right to dispose of or donate the bicycle after 3 months from the completion of the repair work. We conduct periodic clearance of uncollected products and bicycles approximately every six months. Customers are therefore strongly advised to collect their bicycles promptly once they have been notified that the repair or servicing work is complete. General Warranty Terms All product and service orders are subject to acceptance by BESPOKE BIKE OFFICIAL, and acceptance of an order remains at the discretion of BESPOKE BIKE OFFICIAL. By purchasing a product from our shop, the customer acknowledges and agrees to the applicable warranty terms. BESPOKE BIKE OFFICIAL warrants that products supplied are of acceptable quality and are intended to meet the individual product specifications applicable to the respective model. Unless otherwise stated in the individual product description, bicycles purchased from our shop are provided with a 1-year limited local warranty for eligible manufacturing defects and covered components. The warranty is intended to provide protection against genuine manufacturing defects under normal intended use. It is not an insurance policy against accidental damage, misuse, normal wear and tear or improper maintenance. For specific warranty coverage, customers should always refer to the warranty information stated in the individual product description, as coverage may vary between different brands and products.

If you request a refund before your order has been dispatched—usually due to a change of mind—the payment-processing and platform fees charged to us are non-refundable and will be deducted from your refund. The applicable fees are: Credit card: 3.6% GrabPay: 5% Grab PayLater or Atome instalment plans: 10% For example, if you paid $500 by credit card, the processing fee would be $18 and the amount refunded would be $482*. (We will trigger a refund of $482. Any additional charges from your own service provider will not be visible on our end) These charges are imposed by the payment providers and are not waived or returned to us when a refund is processed. The deduction is therefore non-negotiable, and we are unable to entertain requests for fee waivers. We strongly encourage customers to confirm their purchase details and proceed only when they are committed to the order. This saves time for both parties and prevent any unncessary disputes.

Due to the heightened risk of return fraud, all foldable bikes purchased from BESPOKE OFFICIAL are non-refundable and non-exchangeable unless there is a defect found. Customers can bring them to our warehouse for inspection if necessary. It's unlikely that such an inspection would be required, as all the bikes are assembled and tested with meticulous care before shipping. Refunds will not be granted simply because customers have changed their minds. This process ensures customers will always receive a brand-new bike, right out of the box. In the event of exceptional circumstances, customers can come to the shop and exchange the bike for another product, provided it is unused, with all original packaging included. Customers are responsible for their own shipping costs for returns and store purchases are non-refundable. ** If an order is made and customer request cancellation prior to delivery, it is possible as long as the customer contacts us beforehand. Please note that there will be backend processing charges incurred.(Transaction fees, CC card fees deducted, refund fees incured). This is non-negotiable. For refund charges processing rate, refer to processing rates tab above.

No refunds or returns are allowed after the seal of the electronic product is broken, per industry protocol. Local brands provide warranty coverage for extra assurance to customers. Please note that change of mind is not a valid reason. We seek your kind understanding. ** If an order is made and customer request cancellation prior to delivery, it is possible as long as the customer contacts us beforehand. Please note that there will be backend processing charges of $20 estimated. (Transaction fees, CC card fees deducted, refund fees incured). This is non-negotiable.

For local sets, most brands typically provide a 3 year warranty; inspect the product description for full details. The warranty coverage will be dependent on each brand's terms and conditions. When you purchase an export set, the shop provides a 1 month warranty. Should you encounter any difficulties, you can contact us.

We are committed to providing a safe and respectful environment for our staff and customers. To maintain this standard, we enforce a zero-tolerance policy against any form of abuse directed at our staff or delivery partner. Definition of Abuse - Abusive behavior includes but is not limited to: Verbal abuse, insults, or shouting at staff, written/text abuse, including emails, messages, or social media posts targeting staff. Use of vulgarities, offensive language, or hate speech. Threats of harm or intimidation towards staff or the shop It is unfortunate that we must put this policy in writing. However, there have been instances where a small group of customers have acted unreasonably and abused our staff.

Immediate termination of all services. All warranties and support agreements will be voided and not limited to the following actions. Refusal of future business. Reporting to relevant authorities, if threats or harassment occur. Your particulars will be handed to the relevant authorities. Defamatory false statements: We reserve the right to respond publicly, including identifying the customer on social media to clarify facts Our Commitment - We value all our customers, but we will not tolerate any form of abuse towards our team. By engaging with our services or products, customers acknowledge and agree to adhere to this policy. It’s simple: There is nothing to worry about with this policy—just be a decent human being and treat all staff with respect.

Exchange Policy (Non-Electronic) : If a bicycle is unused upon collection or delivery, or returned in very good condition within 3 days, and the customer wishes to exchange it for another model, costs will be incurred under the terms outlined below. These terms are strictly non-negotiable. Customers are expected to make a well-considered purchase decision prior to checkout. The exchange option is provided strictly as an additional service, not an entitlement. 1. Exchange Fee : A $30 exchange fee will be imposed. This is because a returned bicycle can no longer be sold as a brand-new product at full retail value, even if it has not been used. Customers generally expect brand-new products to have no prior delivery or ownership history. As such, the returned unit must be sold at a reduced price. The exchange fee does not include the mechanic’s labour required to assemble the replacement bicycle. 2. Inspection & Delivery Options : Customers may visit our shop to perform the exchange. Our mechanic will inspect the bicycle to ensure it is unused and in good condition. We reserve the right to reject the exchange if the bicycle does not meet our inspection standards. If re-delivery is required, a $50 delivery charge applies, as it involves a two-way journey (exchange pickup and return delivery). Alternatively, customers may arrange their own third-party delivery service (e.g. Lalamove). Please note that delivery charges are determined by external vendors, and we do not profit from these fees. 3. Exchange Eligibility (Price Difference) : Customers may only exchange for a bicycle of equal or higher value than the original product purchased. If the replacement bicycle is of a higher price, the price difference must be paid in full at the time of exchange. No refunds or credits will be issued for exchanges to a lower-priced product. All reference prices for bicycle exchanges will be based solely on the prices listed on www.bespokebike.sg . Prices from any other platforms or marketplaces will not be recognised. Transparency Commitment : Shops that offer “free exchanges” may circulate previously exchanged bicycles as brand-new units. This practice increases the likelihood of customers unknowingly receiving exchanged products at full retail prices. Our shop operates with full transparency and does not condone such practices.