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HORACIO HELP
Something wrong?
Start with what you notice. If the bike feels unsafe, stop riding and contact us.
Riding & mechanical issues
My gears aren’t changing smoothly
On a derailleur-equipped bike, keep the pedals turning gently while changing gear and ease off the pressure on the pedals.
If shifting remains slow, noisy or inconsistent, the bike may need cleaning, adjustment or an inspection. If the chain skips, comes off, or the rear derailleur looks bent towards the spokes, stop riding and contact us. Don’t bend parts or turn adjustment screws at random.
If shifting remains slow, noisy or inconsistent, the bike may need cleaning, adjustment or an inspection. If the chain skips, comes off, or the rear derailleur looks bent towards the spokes, stop riding and contact us. Don’t bend parts or turn adjustment screws at random.
My brakes rub or make a noise
Tell us whether the noise happens only when braking or also when the wheel turns freely. If it started after fitting a wheel, check its installation against your bike’s instructions. If you’re unsure, contact us first. We’ll help you work out what needs checking and what to do next.
Never put oil or lubricant on brake discs or pads. If braking feels weak, a lever pulls to the handlebar, or you notice leaking brake fluid or visible damage, stop riding and contact us.
Never put oil or lubricant on brake discs or pads. If braking feels weak, a lever pulls to the handlebar, or you notice leaking brake fluid or visible damage, stop riding and contact us.
My tyre keeps going flat
Tyres gradually lose pressure over time, so occasional pumping is normal. Use a pump with a gauge and follow the permitted pressure limits for both your tyre and wheel.
A tyre that goes flat quickly or repeatedly needs checking. Possible causes include a puncture, a valve leak or an issue with the tube or rim tape. Don’t ride on a flat tyre. If it was flat when unpacked, photograph it and contact us before riding.
A tyre that goes flat quickly or repeatedly needs checking. Possible causes include a puncture, a valve leak or an issue with the tube or rim tape. Don’t ride on a flat tyre. If it was flat when unpacked, photograph it and contact us before riding.
Something feels loose or makes a noise
Notice when it happens: while pedalling, braking, steering or rolling without pedalling. This helps us narrow down what needs checking.
If a pedal, crank arm, wheel, handlebar or stem feels loose, stop riding. Don’t keep riding to test it or tighten bolts by guesswork. Different parts require different torque settings. Contact us or ask a qualified bicycle mechanic to inspect it.
If a pedal, crank arm, wheel, handlebar or stem feels loose, stop riding. Don’t keep riding to test it or tighten bolts by guesswork. Different parts require different torque settings. Contact us or ask a qualified bicycle mechanic to inspect it.
Arrival issues & getting help
Something arrived damaged
If you notice damage or a displaced part when unpacking, pause assembly and don’t ride until it has been checked.
Take clear photos of the whole bike, the affected area and any packaging damage. Keep the packaging and affected parts if you can. This helps us assess possible transit damage. Contact us promptly with your order number. Our arrival guide explains what to check.
Take clear photos of the whole bike, the affected area and any packaging damage. Keep the packaging and affected parts if you can. This helps us assess possible transit damage. Contact us promptly with your order number. Our arrival guide explains what to check.
I’m not sure what’s wrong
You don’t need to know the name of the part. Tell us what you notice, when it happens and when it first started. Include your order number, bike model and clear photos.
A short video can help, but only record it if you can do so safely—don’t ride or recreate an unsafe fault for the camera. If the bike feels unsafe, stop using it and contact us.
A short video can help, but only record it if you can do so safely—don’t ride or recreate an unsafe fault for the camera. If the bike feels unsafe, stop using it and contact us.
Need a hand?
Tell us what you need help with. If it concerns an order, include your order number. We will reply within one business day.
For a warranty assessment, read our warranty policy and use the Warranty Claim Form. Contact us before authorising repairs if you want us to cover the cost. Your rights under Australian Consumer Law are not affected.