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Extended right of return until 10.01.2021

COVID-19 FAQ

What are the current delivery times?
Good news: we have now reached our regular shipping time of 1-3 working days again. However, the shipping service providers DHL and DPD are still working at the limits of their capacities, which means that updating the tracking information may take up to 2 days and the actual delivery may be delayed by several days. The delivery of bulky goods will currently take about 5 days more than usual.

Information regarding the shipping of bicycles:
Each order will only be processed after having received the payment confirmation or the financing approval. Since every bicycle will be assembled and set-up before shipping, it can currently take 3 to 6 working days from your order of a bicycle which is in stock to our handing it over to the shipping service provider. If the ordered bicycle is not in stock, the delivery time will increase according to the time required for the delivery of the bike to us.
As with all parcels, there may currently be delivery delays on the part of the respective shipping service provider for both, bicycles that are shipped as bulky goods as well as those that are shipped as freight. The update of the tracking information can presently also be delayed by several days.

Is the customer service still available?
Yes, our customer service is, of course, still available. However, our colleagues have to cope with a very high work load at the moment. We therefore kindly ask you for a bit of patience if the answering of your e-mail may take longer than usual. We can still be contacted by phone but, here too, the waiting times in the queue may be rather long in some cases.

Is the returns process also affected?
Due to the extended delivery times, there may also be delays when it comes to returns.
However, there is no need to worry if your return does not arrive before the end of the 14-day return period. It is not the day on which the goods arrive at our warehouse that counts, but the day on which you have shipped them back to us.

Do I have to consider anything when purchasing on account?
Since deliveries may be delayed, it is possible that in some cases you will get an email reminder from BillPay although you have not yet received the goods. In this case, please notify us and we will extend the payment period accordingly.

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