Frequently Asked Questions
Everything you need to know about orders, delivery, payments, returns, sizing and our stores — all in one place.
🚚 Orders & Delivery
Where do you deliver and how long does it take?
Where do you deliver and how long does it take?
We deliver across the UAE and all GCC countries.
- Dubai: 1–2 working days
- Other UAE emirates: 2–3 working days
- GCC countries: 10–14 working days
Very large orders may take a little longer. Remote areas may have additional courier fees.
Do you offer free delivery?
Do you offer free delivery?
Yes — free delivery on all UAE metro orders of AED 150 or more.
- Orders under AED 150: flat AED 25 delivery fee
- Remote UAE areas: additional fee may apply — shown at checkout
- Not sure if your area is covered? WhatsApp us before ordering and we'll check for you.
Do you ship to GCC countries?
Do you ship to GCC countries?
Yes, we ship to all GCC countries. Shipping costs are calculated based on the size and volume of your order. A courier quotation will be shown at checkout or shared with you before you confirm payment.
Are products delivered fully assembled?
Are products delivered fully assembled?
Yes — every product arrives fully assembled and ready to ride. No flatpack, no tools needed. If you'd prefer to receive the item in the box, just let us know when ordering.
💳 Payments & Pricing
What payment methods do you accept?
What payment methods do you accept?
💳 Online: Visa, Mastercard, Amex, Discover, Diners Club, UnionPay, Samsung Pay, Apple Pay
🌍 GCC orders — advance payment required
🏪 In-store: Cash and card accepted
Which currency will I be charged in?
Which currency will I be charged in?
We charge in AED. If your bank account is in a different currency, your bank will apply their standard conversion rate at checkout.
Do you offer instalment payments?
Do you offer instalment payments?
Instalment payments are coming soon. We're integrating with Tabby so you'll be able to split payments on eligible orders. Once live, it will appear automatically at checkout.
Do you price match other stores?
Do you price match other stores?
We don't currently offer a price-match guarantee. Our prices reflect the quality, full assembly, pre-dispatch checks and after-sales service included with every order.
🔄 Returns & Warranty
What is your return policy?
What is your return policy?
We offer a 15-day return period from the date of purchase, subject to the item's condition.
- Item must be undamaged, clean and in original condition
- Must match our pre-dispatch visual record
- Accessories are non-returnable for hygiene and safety reasons
- Assembled products are returnable if we delivered them assembled and they meet the above conditions
What warranty do you offer?
What warranty do you offer?
All products come with a 15-day warranty from the date of delivery covering genuine manufacturing faults.
- We'll support with repair, replacement or a suitable solution
- Bring the item in person to avoid return shipping costs
- If courier collection is required, the customer covers shipping both ways
What if my item arrives damaged or defective?
What if my item arrives damaged or defective?
This is rare — we inspect and photograph every product before dispatch. If something isn't right:
- Contact us within 3 days of delivery
- Send your order number and clear photos or videos of the issue and packaging
- We'll compare against our pre-dispatch records and advise the next step
We can offer repair, replacement or refund depending on the situation.
Can I cancel or change my order?
Can I cancel or change my order?
Yes — within the first 24 hours of placing your order, as long as it hasn't been prepared for dispatch. After 24 hours, or once dispatched, changes and cancellations are treated as a return under our standard policy. Contact us with your order number as soon as possible.
How long do refunds take?
How long do refunds take?
Once approved and processed on our side, refunds typically take 7–14 business days to appear in your account, depending on your bank or payment provider. We'll confirm as soon as we've processed it.
📏 Sizing & Advice
How do I choose the right size?
How do I choose the right size?
Check our Size & Fit Guide — it breaks down recommendations by age, height and use case for every product category. You can also WhatsApp us with:
- Age
- Height (and weight if relevant)
- Where the product will be used
- Your budget range
We'll recommend the right options and explain why they fit.
Can you help me pick the right model?
Can you help me pick the right model?
Yes — that's something we do every day. Message us with the details above and we'll suggest a few options with clear explanations so you can choose confidently.
Can I test ride before buying?
Can I test ride before buying?
Yes — walk into any of our stores during opening hours. No appointment needed for a basic test. Our team will help with sizing and can demo products in person. Not sure which store has your model in stock? WhatsApp us first and we'll check across all three locations.
🏪 Store & Services
Do you have a physical store?
Do you have a physical store?
Yes — three Dubai locations:
- 📍 Rally Star General Trading — Naif, Deira
- 📍 Rally Bicycles Trading — Naif, Deira
- 📍 Rally Rider Station — Al A'amal St, Business Bay
Do you offer servicing and repairs?
Do you offer servicing and repairs?
Yes — our Business Bay store (Rally Rider Station) handles all workshop jobs:
- Full bike servicing & tune-ups
- Electric bike & scooter repairs
- Parts replacement
- Typical turnaround: 2–5 business days depending on complexity and parts
WhatsApp us with your product and the issue and we'll confirm timing.
What are your support hours?
What are your support hours?
- Mon–Fri: 9:00–14:00 & 16:00–22:30
- Sat–Sun: 10:00–22:00
WhatsApp is the fastest channel — we usually reply within minutes during hours.