Frequently Asked Questions

 

New bike day is the best – we want you out on the trails and sending it as soon as possible when your bike is delivered! Our FAQs are here to provide everything you need to know about buying a Saracen. 

Got more questions? Be sure to check out our shipping and delivery information page, as well as our returns and cancellations and warranty and crash replacement information.

Got a question we haven’t been able to answer? Please contact us.

 

About the bikes...

How do I find out which size bike I need?


Check out our comprehensive size guide! As everyone is differently proportioned we always recommend spending a little time looking at the geometry and also where you fit in our size guide.

Where can I test ride a Saracen bike? 


Under current government restrictions, it is not possible to test ride any of our bikes. However, just as soon as restrictions are lifted there will be a range of opportunities to get a leg over one of our bikes!

Our official UK test centre is Antur Stiniog bike park. As soon as restrictions are lifted and the bike park is open, there will be a chance to test ride the latest range of Saracen bikes on the trails, all while taking advantage of the excellent uplift service.

As soon events and races can take place again we will also be in attendance with our demo fleet – find out more about our upcoming test ride opportunities.

Where can I see Saracen bikes in person?


Under current government restrictions, it is not possible to view any of our bikes in person. However, just as soon as restrictions are lifted there will be a range of opportunities to see our bikes!

Our official UK test centre is Antur Stiniog bike park. As soon as restrictions are lifted and the bike park is open, there will be a chance to test ride the latest range of Saracen bikes on the trails, all while taking advantage of the excellent uplift service.

As soon events and races can take place again we will also be in attendance with our demo fleet – find out more about our upcoming test ride opportunities.

Can I get a Saracen delivered to my door to test ride?


We are not able to offer this service currently.

How does Saracen measure the size of its bike frames?


Please look at the geometry on each product page to see the full sizing details of our bikes. We size our frames on the reach measurement, however the seat tube height is also listed. You'll find full details on our size guide page

How does Saracen measure the weight of its bikes and frames?


Each bike weight is shown as per the image on the website. Bikes are weighed in a Large size without pedals. Frames are weighed with the supplied rear shock, seat clamp and all dropouts/axles required with the frame. Please note that bike and frame weight can vary between samples of the same model.

Will my bike come setup tubeless with sealant?


All Saracen models are shipped with inner tubes. The tyres however are all tubeless ready tyres – as are the rims. All you’ll need to do is add tubeless tape, valves and sealant.

How many bottle cages can I mount?


All hardtail models and the Ariel 30 and 60 have the option to mount one water bottle cage and a 550ml water bottle.

Can I fit a coil shock?


The Ariel 60, 80 and E models allow the fitment of a coil shock.

Can I mount mudguards and a pannier rack?


Saracen bikes do not currently have mounts for panniers or full mudguards.

 

About our E-Bikes...

Will the battery be charged when you deliver my new Saracen?


All Saracen E-Bikes will ship with a new Shimano battery fitted. This battery will require full charge before the first ride.

What's the lifespan of the battery of my E-Bike? 


Shimano state 1,000 charge cycles with no significant power loss.

What is the maximum range of my battery? How far can I ride an E-Bike on a full charge?


From new Shimano state that an E7000 system with a 504Wh battery will last for 100km in Eco, 75km in Trail and 50km in Boost. These figures are based on an average rider weight and average trail difficulty and will vary depending upon environmental and usage factors.

How long does it take to fully charge the battery?


Quick charging time (EC-E6000 charger) of a 504Wh battery from empty is 80% in 2.5 hours and from empty to 100% in five hours.

Can I change the maximum speed of my E-Bike? 


All Shimano STEPS equipped bikes have a maximum assistance speed of 15.4mph.

What happens if my battery is defective?


We only use Genuine Shimano Batteries on all Saracen bikes. If there is a problem with any of the Shimano items please contact Saracen in line with our warranty procedures.

There's an error message, what do I do?


If you get an error message on the Shimano STEPS system please refer to the manual or the STEPS website for help.

How often should I service my E-Bike? 


All Saracen E-Bikes should be serviced regularly as per a normal bicycle. At Saracen we do however suggest that you take your bike in for check-ups slightly sooner due to the extra weight on the bicycle.

You can find a list of your Shimano Service Centres here.

I would like a spare battery for my E-Bike. Where do I get one, how much do they cost and how much do they weigh?


Please visit Freewheel for the latest pricing and information on spare Shimano batteries.

 

Buying a Saracen...

Where can I buy Saracen bikes in person?


Saracen bikes are available exclusively on www.saracen.co.uk and www.freewheel.co.uk to UK residents (excluding the Republic Of Ireland, Jersey and Guernsey).

If you’re based in the EU, please contact your preferred local stockist.

If you’re based outside of the UK and the EU, please contact us, stating your location, for details on the latest shipping and import costs.

Can I buy a Saracen bike from my local bike shop in the UK? 


Currently Saracen bikes are only available in the UK on www.saracen.co.uk and www.freewheel.co.uk

How can I pay for my Saracen bike?

We offer multiple different payment methods including credit card, debit card Paypal and interest free finance. You can make your choice at the checkout.

Do Saracen offer any finance options for my bike?

We currently offer up to 36 months interest free credit on all of our range - click here for full details. Subject to status, minimum spend applies.

Can I buy a bike from Saracen using the cycle to work scheme (UK only)?

Unfortunately Saracen isn’t part of Cyclescheme, but we do offer fantastic interest free finance options.

My debit/credit card payment was declined. Why?

You will need to contact your bank/building society.

How can I contact Saracen?

You can get in touch using our contact page – or alternatively DM us on Facebook.

Can I customise my Saracen bike?


At this time it is not possible to customise Saracen bikes at the point of purchase.

Can you build my frame-only Saracen bike for me?


At this moment we don’t offer a full build option on the frameset, however we are working on this going forward.

Can you set up my Saracen for me before it is shipped?


While we cannot set your Saracen up for you, every bike has recommended rear shock settings as listed in the supplied technical information. This is also listed on every product page as a PDF download. We also have a dedicated suspension setup guide.

Will my bike come setup tubeless with sealant?


All Saracen models are shipped with inner tubes. The tyres however are all tubeless ready tyres – as are the rims. All you’ll need to do is add tubeless valves and sealant.

How many bottle cages can I mount?


All hardtail models and the Ariel 30 and 60 have the option to mount one water bottle cage and a 550ml water bottle.

Do you include volume spacers?


Saracen extensively test with the suspension manufacturers to get the best shock tune possible for each bike. We supply each bike with the tune and spacers required for an average weight rider and also provide recommended settings.

We also provide a comprehensive suspension setup guide. If you require spare volume spacers or alternative springs, we recommend that you contact the suspension manufacturer.

 

From delivery to first ride

How is my Saracen packaged – and how will it arrive with me?


All of our bikes are shipped in custom bike boxes, covered in protective packaging and have completed a pre-delivery inspection. You will only need to attach the handlebars, adjust your tyre pressures and set up your suspension. Add your own pedals and you will be ready to ride.

Do I need to build my new Saracen when it arrives?


You won’t need to build your new bike, however you will need to attach the handlebars, adjust your tyre pressures and set up your suspension. Add your own pedals and you will be ready to ride.

Do I need to use a torque wrench to assemble my bike?


Saracen recommend you always use a torque wrench to assemble any part of your bicycle.

Does my bike come with pedals?


All Saracen bikes are delivered without pedals.

Will I need a shock pump?


Bikes with air-sprung forks and shocks are not supplied with a shock pump. You can find our guide to set up your suspension here

What tools do you recommend that I have when I take delivery of my new Saracen?


We recommend that you have:

  • A track pump to inflate the tyres to your desired pressure. 
  • A shock pump to set up your air-sprung fork and shock. 
  • A torque wrench to install your handlebars and adjust the controls to your preferred position. 
  • A pedal spanner if required to install your own pedals.

I can’t assemble my bike – where can it be assembled for me?


Please contact your local Shimano Service Centre.

Can you set my Saracen up for me prior to shipping?


While we can't provide a personalised bike and suspension setup service, we do have a comprehensive suspension setup guide.

 

Servicing and maintenance 

Do I have to have my bike serviced by Saracen?


Saracen always recommend you get your bicycle checked and service regularly. Please visit our Shimano Service Centre listing to find your nearest bike shop.

How often should I service my E-Bike? 


All Saracen E-Bikes should be serviced regularly as per a normal bicycle. At Saracen we do however suggest that you take your bike in for check-ups slightly sooner due to the extra weight on the bicycle.

You can find a list of your Shimano Service Centres here.

I would like to bring my bike, in person, to Saracen for warranty/return, can I do this? 


Unfortunately this service is not available. Please contact us to arrange the return of your Saracen for any reason.

How often should I service my Saracen?


Service intervals depend on a wide range of external factors included but not limited to ride time, terrain encountered, weather conditions, riding style and quality of general maintenance.

How often should I get my suspension serviced?


Please refer to the service intervals and advice issued by your suspension manufacturer.