FAQ
If you have a question about a product, our ordering process, delivery, returns management or payment methods, you've come to the right place. On this page you will find answers to the most frequently asked questions in our online shop. You can use the search function to quickly and easily search for keywords. If you can't find an answer to your individual question here, please contact us via our contact form!
Order & Payment ▼ ▲
You will receive an order confirmation email as soon as we have received your order. This message confirms that your order has been successfully placed in our online shop.
You can check and edit the status of your order via the My Orders page in your customer account. Here you will find a list of all the statuses and their meaning that we transmit on the page:
|
Shipping status |
Meaning |
|---|---|
|
Your order has been received and is being processed |
Your order has been received into our system and will be processed as soon as possible. |
|
Your order has been paid & is ready for picking |
A payment receipt has been received for your order and it is now ready for picking in the warehouse. |
|
Your order is being picked |
Your order is currently being picked and packed by a colleague. |
|
Your order has been partially shipped |
Your order has been partially shipped as you requested. |
|
Your order has been shipped |
Your order has been handed over to the shipping company. |
|
Your order has been cancelled |
Your order may have been cancelled for a number of reasons. You will receive an email explaining why your order was cancelled. |
|
Please contact us via our contact form. |
Something seems to have gone wrong. Please contact us via our contact form. |
No, but you can be notified by email when your desired product is available. If the item arrives in our warehouse, you will be informed immediately by e-mail and can complete your order as usual.
This is how it works:
- Select the desired size on the product page on the right.
- If your desired size is not in stock, it will be greyed out. Click on the envelope to the right of your size and enter your email address in the text field and click "confirm". If you don't find a letter symbol next to your desired size, it can no longer be reordered.
Shipping ▼ ▲
In principle, yes. If your address was incorrect, the package will be returned to our warehouse. You will then automatically be refunded the purchase amount and your order will be cancelled.
If you were not at home and your order is at a DHL branch, a neighbor's or a locker, use the notification card left in your mailbox to pick up your package. Please do not forget to bring your ID card in addition to the notification card.
You could not find a notification card? In this case, please contact DHL directly!
You will receive the track & trace code for your order when you receive your shipping confirmation email. In it you will find the code and a link to track your order with the shipping provider. Depending on the products you ordered, the shipping confirmation will vary. Usually, we ship packages within 2-3 business days.
If you did not receive the shipping confirmation email, please check your spam folder. If you still can't find the email, please check 'Why is my order late?' or contact us!
Advice ▼ ▲
You can send us a message at any time via our contact form. Our customer service will answer you as soon as possible within our working hours from Mon-Fri from 10am-6pm.
Would you like personal advice on your complete wheel? Send us a message via our contact form and our service staff will get in touch with you and advise you.
Yes, it is possible to order without a customer account. Click on "Checkout" in the shopping cart and register as a new customer. In the form you will find a checkbox with which you can only register as a guest.
We usually ship parts, accessories, clothing and tools within 2-3 working days within Germany. Bicycles currently take 5-6 working days within Germany.
On the My Orders page you can see the status of your order.
It is likely that you were not logged in at the time of the order and ordered as a guest. To clarify whether this is the case or whether we did not receive your order, simply contact us via our contact form.
Yes, if part of your order is suddenly not available due to a technical problem or high demand, you can write to us via our contact form and we will send you the available part of your order in advance. You only pay the shipping costs once.
Write us a message via our contact form and select "Cancellation" as your request in the form. Our colleagues in customer service will then cancel your order as quickly as possible.
You can only pick up items in the New Order Store in Berlin that are also sold there. It is currently not possible to pick up items that were ordered online.
If you paid by AmazonPayment or PayPal instalment, we cannot manually add an item to your order. For all other payment methods, we can add items.
As long as the status of your order on the My Orders page is still one of the following three statuses, we can change or add items at any time: "Your order has been received", "Your order is being processed" or "Your order has been paid & is ready for picking".
To add items to your order, please send us a message via our contact form with the items you would like us to add to your order, their item number and quantity.
If you want to delete items from your order, please also send us a message via our contact form.
Coupon codes can be entered directly in the shopping cart. You will find the corresponding field on the right: "Enter coupon code". As soon as you click on the arrow, the voucher value will be charged directly to your order. Only one voucher code can be used per order. Our terms and conditions apply.
Note: You can not use more than one voucher code on one order.
You can find a list of all our payment methods under payment methods.
There are several reasons why we may not be able to ship your order. Here are the most common reasons:
- An item you ordered is out of stock. Unfortunately, this can happen with products that are in very high demand.
- Your delivery address was incomplete.
- You entered a package station as the delivery address and did not enter your postal number.
- While you were placing your order, there was a problem with the payment.
Contact us in any case via our contact form. We will contact you as soon as possible.
If you did not receive your package within the standard delivery time, please follow the steps below!
- Check the delivery time for the product type of your order. If your order contains bulky items (e.g. a complete wheel), delivery usually takes 5-6 business days. Normal packages usually take 2-3 business days.
- Check the delivery status of your order on the My Orders page.
- Check the shipping status of your order in the table below. It explains each stage your shipment may be in and what you can do at each stage.
|
Shipping Status |
Meaning |
|---|---|
|
Your order has been received |
Your order has just arrived in our system and it will be processed as soon as possible. Please be patient. If your order is on this status for several business days, please contact us. |
|
Your order has been paid & is ready for picking |
A payment receipt has been received for your order and it is now ready for picking in the warehouse. Please be patient. |
|
Your order is in picking |
Your order is currently being picked and packed by a colleague. It is expected to be handed over to our shipping agent today or tomorrow. |
|
Your order has been partially shipped |
Your order has been partially shipped as you requested. If you have any further questions, please feel free to contact us. |
|
Your order has been shipped |
Your order has been handed over to the shipping company. You can check the tracking link in your shipping confirmation email to see where your order is. If the tracking shows "Delivered" and your package has not been delivered, please contact us! |
|
Your order was canceled |
Your order may have been cancelled for various reasons. You will receive an email from us explaining why your order was cancelled. |
|
Please contact us via our contact form. |
Something seems to have gone wrong. Please contact us via our contact form. |
The shipping costs to Great Britain are are:
|
Postage in UK |
Standard package (EUR / Order) |
Bikes (EUR / Bike) |
|---|---|---|
|
Shipping costs |
10 |
29,90 |
|
|
Please note the following special cases!
- In the case of a mixed purchase of standard parcel goods together with a bicycle, only the shipping costs for the bicycle are incurred.
- Returns from abroad must always be borne at your own expense.
- All shipping prices shown include the statutory value added tax.
A complete overview of all shipping costs can be found under shipping costs.
We always strive to deliver your order within our standard delivery times, but sometimes unforeseen factors can delay delivery.
Here are some reasons why your delivery may be delayed:
- Your order was shipped during our special sales/promotions.
- You ordered more than one product. In exceptional cases, your order may arrive in separate packages and at different times.
- Your order includes products that need to be ordered from the supplier. This will increase the delivery time.
- Your order contains oversized goods. This may add 2-3 business days to the delivery time.
Do you want to know the current shipping status of your order? Then check it under orders in your customer account.
Return & Refund ▼ ▲
Yes, you can return an item to us using the appropriate return form. We will then arrange for a refund of the purchase amount and shipping costs. Then select your new item in the online store and place a new order.
You will receive your refund within 14 days ...
- after receipt of your return in our warehouse, or
- after receipt of your cancellation notice. Please note that within these 14 days you must either provide proof that you have returned your order, or the returned goods must have already been received by our warehouse.
It takes approximately 3-5 business days for your return to be delivered from the shipping company to our warehouse. Once the return is received by our warehouse, we will notify you by email with the status of your return.
Once the refund is authorized and released by us, it must be processed by the bank. How long this takes depends on both the bank and the payment method. The refund will be processed through the same payment method you originally used. Here is an overview of the standard duration for the different payment methods:
|
Payment Method |
Timeframe of the refund |
|---|---|
|
Credit-/Debitcard |
max. 3 working days |
|
Paypal |
max. 3 working days |
|
Prepayment |
max. 14 working days |
|
Purchase on account |
max. 14 working days |
If your order was shipped to an address outside of Germany, you must pay the shipping costs for the return yourself. If your order was shipped within Germany, the following information is relevant for you.
How to return items:
- Print out the delivery bill from your shipping confirmation email.
- Note on the delivery bill which item you want to return, state the reason for the return and enclose the item(s) together with the completed delivery bill in your package. In case of defects, please note what is defective or where the defect is. Please make sure that all items are well and safely packed!
- You have already received a return label with your shipping confirmation email. If you can't find the return label, you can create it again using the DHL form. Print the return label and stick it on the package or take the QR code to the DHL office and have the label printed there. The return label is only available within Germany.
- Please note the tracking number of your return.
- Drop off your package at an appropriate DHL branch.
When the return has been processed by us, the outstanding amount will be refunded to you.
In principle, you can return your order to us for free with DHL or for a fee with a shipping company of your choice.
Return conditions: Everything about returns can be found in our terms and conditions.
Returns within Germany are free of charge.
If you are not satisfied with your order, you can return it within Germany free of charge with our provided shipping label within the return policy.
Returns outside Germany are subject to a charge.
We will refund shipping costs if the appropriate conditions are met. The total shipping cost will be refunded if you return the entire order. However, we cannot refund shipping costs if you return only a part of your order.
You can return items free of charge within 100 days of receipt of the goods, subject to the return policy in our Terms & Conditions. If your order was delivered in several packages, the 100-day return period applies from the date of receipt of the last package.
The goods must not show any signs of use and must arrive complete and in their original packaging within the 100-day period.
Your VISA/Master Card has been charged with the invoice amount. If adjustments to your order result in a refundable balance, we will refund it back to your VISA/Master Card account upon completion of the order.