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FAQ

How do I subscribe to Rouleur?

Rouleur subscriptions can easily and securely be purchased online from the Rouleur subscription site: rouleur.subscribeonline.co.uk or if you are based in the USA or Canada: www.imsnews.com/rouleur

 

You can also call our subscription hotlines: +44 (0) 1795 414938 (UK/international) or 1-800-428-3003 (USA/Canada)

 

Rouleur subscribers also receive a 10% discount on all items in the Rouleur online shop.

 

When will the first issue of my subscription be despatched?

Your subscription will begin with the next issue. If you are renewing a subscription, the subscription will simply be added on to the end of your existing contract. Subscriptions cannot include back issues. If you are looking for a back issue, these can be bought separately from the Rouleur shop if they're still available. Please visit www.rouleur.cc/shop

 

Subscriber Delivery Dates

The expected delivery dates for subscribers around the world are listed below.

Issue:

50

51

52

53

UK

03/10/2014

21/11/2014

22/01/2015

05/03/2015

Europe

06/10/2014

24/11/2014

25/01/2015

08/03/2015

N. America and R.O.W.

13/10/2014

01/12/2014

02/01/2015

15/03/2015

 

Do I have to sign for my magazine each time it is delivered?

No, your magazine will be sent via regular post.

 

Can I cancel my subscription?

You can cancel your subscription at any time and receive your money back (on any unmailed issues).

 

Gift Subscriptions

A gift subscription to Rouleur can make the ideal gift. To give a subscription as a gift simply click on the Buy a Gift Subscription tab (UK/international customers) or check the Gift Subscription box (USA/Canada) when prompted during the ordering process. When we send you the written confirmation we will include a gift card for you to send to the gift recipient so that you can add your personal touch.

 

Where Can I Find My Web ID?

Your Web ID is an 8 digit alphanumeric code which will be confirmed in the confirmation email or letter that we send to you. It is also printed by your name and address on the polythene that your subscription copy is sent in and it can also be found on any renewal letters you receive. Amongst other things, you will need you Web ID to claim your 10% discount on any merchandise you might like to purchase at the Rouleur shop.

 

If you can't find your Web ID then please call + 44 (0) 1795 592 893 (UK/International) or 1-800-428-3003 (USA/Canada). Alternatively you can email your request to [email protected] or [email protected], remembering to clearly state your name and address.

 

How Do I Contact You?

 

UK/international:

 

Telephone: + 44 (0) 1795 592 893

Email: [email protected]

Post:

Rouleur Subscriptions

800 Guillat Avenue

Kent Science Park

Sittingbourne

Kent ME9 8GU

UK

 

USA/Canada:

 

Telephone: 1-800-428-3003

Email: [email protected]

Post:

International Media Service

3330 Pacific Ave

Suite 500

Virginia Beach

VA 23451

USA

 

How often is Rouleur released?

Eight issues of Rouleur are released each year. Subscribers receive their issues before the issue is made available for general purchase in the Rouleur shop and with our retailers.

 

How do I buy from the Rouleur shop?

You need to register to place an order with the Rouleur shop. You can do this after you've put all the items you'd like to buy in your basket - when you proceed to checkout.

 

Once you've registered with Rouleur, you can review your purchases and add additional delivery addresses. When your order has been successfully placed, you will be forwarded to our payment page. All payments made to the Rouleur shop are handled by WorldPay. This ensures a safe and secure handling of online payments; Rouleur will retain none of your payment details once the payment has been successfully processed. WorldPay accepts Visa, Visa Electron, Visa Debit, Maestro, MasterCard, JCB and Solo.

 

The shop should support all browsers but if you do experience problems using any particular browsers, please let us know so we can work to fix it. We are not be able to accept telephone orders due to Verified by Visa and MasterCard SecureCode, but we are happy to help you with enquiries or guide you through the ordering process if you call +44 (0) 20 7199 3817 however this number is not a 24/7 hotline and if you are specifically wanting to check on an order it really is best to email the [email protected] address. Postal orders or cheques (payable to Rouleur) can be sent to Rouleur, Gruppo Media Limited, 10th Floor, Holborn Tower, 137 High Holborn, London WC1V 6PW. If you order via postal order or cheque, please remember to include the relevant postage and not just the price for the item purchased.

 

How do I change my account details?

This depends on which details you want to change. If you want to change the delivery details for your subscription, you must go to our dedicated subscription site to do so. Any changes made to rouleur.cc will not be transferred to your subscription, so it is very important that you remember to change your subscription details in the right place. However, if you want to change your billing or delivery details for any other shop purchase, you can do so by logging in to your account on rouleur.cc.

 

The product I want is out of stock - when will it be available again?

If we have any updates on when the product will be back in stock, these updates will be communicated via our newsletter and they will be on the product's page. If the information isn't available on the website, it's because we don't have it yet.

 

I'm trying to sign up, but the system is not accepting my details?

It's possible that you could already have profile in the Rouleur system - the system will not accept an email address if it's already in use on another profile.

 

How quickly are products purchased in the Rouleur shop shipped?

Products [unless they are sold on pre-order] should be shipped within one working day of confirmed payment. Under some circumstances, the shipping time may rise. If despatch will take longer than five days, it will be expressly stated on the shop page. All purchases will be dispatched from our distribution centre in Derby.

 

Will I need to sign for my order when I receive it?

Rouleur occasionally uses courier services that require a signature upon delivery. Please keep this is in mind when placing an order and provide an address where someone is present to receive and sign for your order.

 

What are the shipping rates?

Shipping is calculated entirely by the weight of an order and the destination. Once you have selected the items you want the basket will show the cost for your chosen delivery address. You will not pay shipping for a subscription. However, if you include any other products in an order that includes a subscription, you do have to pay for shipping.

 

Why is shipping priced like that?

Since our shipping costs are based on weight, it makes sense for us to charge accordingly. It should be noted that Rouleur magazines and books are printed on high-quality paper which is heavy and demands careful packaging; many of our products are therefore expensive to ship. Weight-based postage charges, however, mean a single issue, t-shirt or cap is a reasonable price including delivery.

 

How long does shipping* take?

Again, this depends on where you are. The times listed below are the maximum times promised by our delivery services, though it may take less time.

Maximum delivery time (as promised by carriers)

UK

Standard shipping: 5 working days; Express shipping: 2 working days

Europe

Standard shipping: 12 working days; Express shipping: 5 working days

USA & Rest of the World

Standard shipping: 10-25 working days; Express shipping: 5 working days

 

I don’t like the product - can I return it?

You can return any products in undamaged and re-sellable condition within two weeks of delivery. Similarly, you can exchange your purchase for whatever reason, also providing that they are undamaged and re-sellable. Products with defects will be exchanged with no quibble if they're still in stock. If not, you will be refunded for your purchase. All returns and exchanges should be sent to Rouleur Ltd Distribution Centre, c/o Spatial Group, Spatial house, Willow Farm Business Park, Castle Donington, Derby DE74 2TW.

 

The product I want is not currently available - when will it be in stock?

Rouleur notifies customer of new stock and new products via our newsletter, so you will always be told when a product becomes available again. Back issues of Rouleur are never reprinted. If you're looking for an issue that is no longer available from the Rouleur shop, we suggest you try one of our stockists.

 

The Rouleur shop is currently carrying a special, time-limited offer, and I'd like to take advantage of it on an order purchased before the offer came into effect - can I do that?

No offers on the Rouleur shop are retroactive. Rouleur reserves the right to do promotional offers, sales and price reductions without prior notice and without reference to previous purchases on the Rouleur shop. Subscribers and members will be notified of any such offers via email as and when they are put into effect.

 

Can Rouleur gift wrap my order?

Yes, you can add gift wrapping to your order. This is available as a tick box per item ordered so that you can have items individually wrapped. In the case of bundled items we will wrap all the items in the bundle, but customers only pay one gift-wrapping fee.

 

Where can I direct other queries regarding the Rouleur shop?

You can email queries to [email protected]

 

Who contributes to Rouleur?

Rouleur gets contributions from an eclectic set of writers and photographers, all of whom are passionate about cycling.

 

Who should I speak to about contributing to Rouleur?

Rouleur is not currently looking for contributors but if you feel that you have something exceptional to contribute, you can contact us at [email protected]

 

Who should I speak to about advertising in Rouleur?

You can contact Andy Hill who handles all advertising enquiries at [email protected]

 

How do I find my subscription Web ID?

If you have a subscription but can't find your Web ID, please either email [email protected] or call 0844 815 5836 (UK) or +44 (0)1795 414 938 from overseas quoting your full delivery address including post code and ask for the Web ID.