You can send us a message anytime via our contact form. Our customer service will respond to you as soon as possible within our working hours from Mon-Fri from 10 am to 6 pm.

You wish for personal consultation regarding your complete bike? Write us a message via our contact form and our service staff will get in touch with you and advise you.

Generally, we ship parts, accessories, clothing, and tools within Germany within 2-4 business days. Bicycles currently require 8-12 business days within Germany.

On the page My Orders you can see the status of your order.

You will receive an order confirmation by email as soon as your order has been received by us. This message confirms that your order has been successfully placed in our online shop.

You can check and manage the status of your order via the page My Orders in your customer account. Here you will find a list of all statuses and their meanings that we transmit on the page:

1. Your order has been received and is being processed
   Your order has been received in our system and it will be processed as quickly as possible.
   
2. Your order has been paid & is ready for picking
   A payment receipt for your order has been received and it is now ready for picking in the warehouse.
   
3. Your order is being picked
   Your order is currently being picked and packed by a colleague.
   
4. Your order has been partially shipped
   Your order has been partially shipped as requested.
   
5. Your order has been shipped
   Your order has been handed over to the shipping service provider.
   
6. Your order has been canceled
   Your order may have been canceled for various reasons. You will receive an email explaining why your order was canceled.
   
7. 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. Once the item arrives in our warehouse, you will be informed immediately by email and can complete your order as usual.

This is how it works:

1. Select the desired size on the product page on the right.
2. If your desired size is not in stock, it is grayed out. Click on the envelope to the right of your size, enter your email address in the text field, and click "confirm." If you do not find an envelope symbol next to your desired size, it is no longer available for reorder. 

Yes, if part of your order is suddenly not deliverable due to a technical problem or high demand, you can write to us via our contact form, and we will send you the deliverable 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 the subject in the form. Our colleagues in customer service will cancel your order as soon as possible.

In the online shop, you can see which items are directly available at New Order Store in Berlin. If you order a bicycle from us, you can have the entire order delivered directly to the New Order Store via Click & Collect.

If you paid via AmazonPayment or PayPal installment payment, 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 page My Orders is still one of the following three statuses, we can change or supplement it 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 desired items that we should add to your order, their item number, and quantity. 

If you want to remove items from your order, also send us a message via our contact form.

Voucher codes can be entered directly in the shopping cart. You will find the corresponding field on the right: “Enter voucher code”. As soon as you click on the arrow, the voucher value will be directly deducted from your order. Only one voucher code can be deducted per order. Our terms and conditions apply. 

Note: Multiple voucher codes cannot be applied to one order.

A list of all our payment methods can be found under Payment Methods.

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 canceled. 

If you were not at home and your order is in a DHL branch, with a neighbor, or at a packing station, use the notification card left in your mailbox to pick up your package. Please do not forget to bring your ID in addition to the notification card.

Couldn't find a notification card? In this case, please contact DHL directly! 

You will receive the Track & Trace code for your order with the receipt of your shipping confirmation email. It contains the code and a link to track your order with the shipping service provider. Depending on the products you ordered, the dispatch of the shipping confirmation may vary.

If you have not received the email with the shipping confirmation, please check your spam folder. If you still cannot find the email, please check under 'Why is my order delayed?' or contact us!

There are various reasons why it may not be possible for us to ship your order. Here are the most common reasons:

• An item you ordered is no longer in stock. Unfortunately, this can happen with products that have very high demand. 
• Your delivery address was incomplete.
• You specified a parcel station as the delivery address and did not provide your postal number.
• A problem occurred with the payment while you were placing your order.

In any case, contact us via our contact form. We will get in touch with you as soon as possible. 

If you have not received your package within the standard delivery period, please follow the steps below!

1. Check the delivery period for the product type of your order. If your order includes bulky goods (e.g., a complete wheel), delivery usually takes 5-6 business days. Normal packages usually take 2-3 business days.
2. Check the delivery status of your order on the My Orders page. 
3. Check the shipping status of your order. The bold text corresponds to the shipping status your delivery may be in, with the respective meaning below:

1. Your order has been received and is being processed
   Your order has been received in our system and is being processed as quickly as possible.
   
2. Your order has been paid & is ready for picking
   A payment receipt for your order has been received and it is now ready for picking in the warehouse. 
   
3. Your order is being picked
   Your order is currently being picked and packed by a colleague.
   
4. Your order has been partially shipped
   Your order has been partially shipped as requested. 
   
5. Your order has been shipped 
   Your order has been handed over to the shipping service provider. 
   
6. Your order has been canceled
   Your order may have been canceled for various reasons. You will receive an email explaining why your order was canceled.
   
7. Please contact us via our contact form.
   It seems something went wrong. Please contact us via our contact form.

The shipping costs in Germany are 4.50 euros/order. For bicycles, 39.90 euros/bicycle.

The cash on delivery fee is 4.00 (plus EUR 2.00 DHL fee) in both cases.

Please note the following special cases!

1. In the case of a mixed purchase of standard package goods together with a bicycle, only the shipping costs for the bicycle apply.
2. Returns from abroad must always be borne at your own expense.
3. All displayed shipping prices include the statutory VAT.

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 extends the delivery time.
• Your order includes bulky goods. This can delay delivery by 2-3 business days.

Would you like to know the current shipping status of your order? Then check it under Orders in your customer account.

Yes, you can return an item to us with the appropriate return form. We will then arrange for the refund of the purchase price and shipping costs. Then select your new item in the online shop and place a new order. Items without original packaging and worn goods (missing tags, signs of use) are excluded from exchange. 

You will receive your refund within 14 days ...

1. after receipt of your return in our warehouse, or
2. after receipt of your cancellation declaration. Please note that within these 14 days, either proof must be provided that you have returned your order, or the returned goods must have already been received in our warehouse.

It takes approximately 3-5 business days for the return you submitted to be delivered to our warehouse by the shipping company. Once the return has been received in our warehouse, we will inform you by email with the status of your return.

Once the refund has been 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 using the same payment method you originally used. Here is an overview of the standard duration for the different payment methods:

1. Credit/Debit Card: max. 3 business days
2. PayPal: max. 3 business days
3. Prepayment: max: 14 business days
4. Purchase on account: max. 14 business days

If you received your order at an address outside of Germany, you must bear 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:

1. Print the delivery note from your shipping confirmation email.
2. Note on the delivery note which item you want to return, state the reason for the return, and include the item(s) along with the completed delivery note in your package. Please note any defects, what is defective, or where the defect is. Please ensure that all items are well and securely packed! 
3. You have already received a return label with your shipping confirmation email. If you can no longer find the return label, you can create it again via the DHL form . Print the return label and stick it on the package or take the QR code to the DHL location and have the label printed there. The return label is only available within Germany.
4. Please note the tracking number of your return.
5. Drop off your package at a corresponding DHL branch.

Once the return has been processed by us, the outstanding amount will be refunded to you. 

In principle, you can return your order free of charge with DHL or at your own expense with a shipping company of your choice.  Unfortunately, the return of bicycles is not possible with DHL and must be arranged through a freight forwarder. Please contact our customer service at: support@bike-mailorder.com.

Return conditions: You can find everything about returns 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 of Germany are subject to a fee. 

We will refund the shipping costs if the corresponding conditions are met. The entire shipping costs will be refunded if you return the entire order. However, we cannot refund the shipping costs if you only return part of your order.

You can return items free of charge within 100 days of receiving the goods and in compliance with the return conditions in our terms and conditions. If your order was delivered in multiple packages, the 100-day return period starts from the receipt of the last package.

Upon receipt of your return, the goods will be checked for condition, properties, and functionality. If we determine any loss of value attributable to your handling, you will bear the costs for the loss of value. 

Your VISA/MasterCard was charged with the invoice amount. If an amount to be refunded arises due to adjustments to your order, we will refund this back to your VISA/MasterCard account after the order is completed.