FAQ

Selecting Your tokyobike

How do I know what size bike will be best for me?

Please consult our Size Guide for a good indication of which size will work for you. Please note that this provides an indication only, so if you are not 100% sure, please don’t hesitate to contact our friendly staff by phone or email for a sizing consultation.

Can I exchange the bike if the size does not fit?

If you are unsure about the choice of size, please consult with us before making your purchase. It is possible to exchange the bicycle if it doesn’t fit, provided the bike has not been ridden and subject to a check for any damage to the bike in transit. However, we will not be able to subsidise or cover the cost of professional repacking, freight back to us, or freight cost for resending the correct size. Please note that we are not able to provide a refund for incorrect size choice. Please see our Returns & Exchanges policy and Terms of Service for further details.

Can I choose another colour that is not available in the tokyobike range?

The tokyobike colour range is carefully curated and we take a lot of pride in the unique collection. We are not able to offer any colours outside of our range and the range is subject to availability.

I've seen another model/colour tokyobike overseas, can I order it in Australia?

tokyobike Australia has selected our own range of colours and models unique to Australia. Sometimes we have sizes, models and colours that you won't be able to find elsewhere, and sometimes other tokyobike stores around the world might have bicyles that we do not stock. We are not able to place an order for international bikes, as all of our bicycles are made to order within our range.

Why do tokyobikes have a smaller wheel size than other similar bikes?

tokyobike was conceived for riding around the city of Tokyo, and like riding in any city this involves a lot of starting and stopping. The smaller wheel size makes accelerating from a stop (at a traffic light, stop sign, or because you want to take a quick picture) a great deal easier. The smaller wheel size also makes tokyobikes more maneuverable and agile when dodging obstacles on the road, which in turn makes it safer to ride.

Payment

Am I able to buy a tokyobike using finance?

Yes, we accept Zip, which allows you to spread the cost of your tokyobike so you can control your repayments with a 3 months interest free period. Zip’s smooth and simple application process takes only 3 minutes to complete online. Once you are approved by Zip, you can use your credit to purchase your bike & any accessories without having to pay anything at the checkout.

Shipping & Delivery

Why don’t we send your bike order to your home?

We want your bike to be assembled by a professional bike mechanic to ensure your safety and so that you can pick up your bike ready to ride. We want this process to be as simple and easy as possible for you, so we cover the cost of assembly at your local bike shop. As soon as your bike is fully assembled and ready to ride we will contact you and you can head to the bike shop to pick it up.

How soon can I pick up my bike after placing an interstate bike order?

Delivery time will depend on your location and the amount of time that the mechanic at your local bike shop will need to complete the assembly. Please don't hesitate to contact our friendly staff by phone or email prior to placing your order. 

Can I choose the local bike shop for interstate assembly?

We have worked with a range of reliable bike shops in a number of cities and towns for assembly, and have received positive feedback from our customers. If you would like to choose your own local bike shop, we can check in with them to see if it is possible. Please contact us prior to placing your order if you would like to arrange an alternative bike shop.

Is there extra freight charged for accessories when you order a bike for interstate delivery?

We charge a flat rate of $70 for interstate bike deliveries and this includes the cost of freight for extra accessories when ordered at the same time.

Can I track my order?

Once your order has dispatched with Australia Post or a courier service, you will receive a shipping confirmation email with tracking details. For bike orders, we will contact you when the bike is ready at your local bike shop for pick up.

Do you offer international shipping?

tokyobike Australia does not ship overseas. Please check our international store listing and contact a tokyobike store in your area for information about finding your nearest store or stockist.

Returns & Exchanges

What is your refund/exchange policy?

You will find relevant information outlined in our Returns & Exchanges policy and Terms of Service. Please read carefully before proceeding with your order as we we do not provide refunds or exchanges for change of mind or incorrect choice.

Warranty

What is the tokyobike warranty?

We stand behind the bicycles we sell. We offer a 12 month guarantee on all frames and forks. Please refer to our Warranty page for more information. We recommend that a professional mechanic maintain all tokyobikes. It is also recommended that all bikes be serviced at least once a year.

Bike Maintenance

What should I do to keep my tokyobike in good condition?

Read our Maintenaince Tips for details on how to keep your bike running smoothly!

Where can I purchase tubes or tyres that fit tokyobikes?

We always stock plenty of tubes and tyres available to fit your tokyobike. We recommend having a spare tube on hand for emergencies. Many bike shops have the correct size tubes and tyres available, however, as they are less common sizes we recommend calling ahead to check first. You can always purchase tubes and tyres from us online.

I’m going to leave my bike parked in public a lot. What is the best way to keep it safe?

The best way to keep your bike safe is to lock the frame to a post (make sure that it is secured into the ground by concrete not just pins) using a steel D-lock. If you are going to leave it locked in public often we would also recommend swapping over the quick release skewers to a full Security Skewer Set as unfortunately sometimes people try to steal the wheels or saddle. The security skewer set replaces the front and rear wheel skewers and the seat post clamp with a pentagonal allen key operated set. You will receive a corresponding key so you can remove the wheels or alter the saddle height as you need.