Frequently Asked Questions






How do I place an order with

After you've placed the desired products in your Shopping Cart, click the Checkout button. You can view the contents of your Shopping Cart by clicking 'Shopping Cart' in the top right of your screen.

If you'd like to remove a product, go to your Shopping Cart and click the Recycle Bin icon next to the product you wish to remove.


Why is there a Service Code box?

When you've received a service code from us, for example after submitting a returns request, you can enter this code in the Service Code box. Your discount is then automatically deducted.


How do I calculate my shipping costs?

By selecting your country of destination in the Ship To box, your shipping costs are automatically calculated and added to your order total.

Total Price instantly displays your order total, including product costs, VAT (if VAT is calculated for your country of destination) and shipping.


How does the checkout process work?

By clicking Checkout, you're taken to the next page, where you can proceed to checkout quickly and easily.

Step 1 Billing Address: Here you can enter your address or log in if you already have a registered account. If the shipping address is different from the billing address, check the box 'Shipping and billing address are not the same'. You can then enter your shipping address.

Step 2 Delivery and Payment Select your payment method here. (For additional information about the various payment methods, go to:

Step 3 Verify Your Order Here you can add a possible order reference and check your order again. If you're satisfied with your order, click Confirm (don't forget to agree to our General Terms and Conditions).

On the next page, we'll confirm that your order has been successfully received by After placing your order, you'll also receive an order confirmation via email.


Did receive my order?

When you've received our order confirmation via email, you've successfully placed your order with us.


Can I change my order?

If you've placed an order but you'd like to change it, please email us as soon as possible at Include your order number and the product model number of the product you wish to add or remove. We will then contact you.

If this order change generates a price difference, we kindly request that you pay the price difference to:

Bank Details:

Bank: ABN AMRO (The Hague, NL)

IBAN: NL53ABNA0542298961



We will of course refund a canceled product to you if you've already paid for it.

PLEASE NOTE: Unfortunately we are unable to cancel an order once it has been shipped.


Can I change my address, shipping address or billing address?

If you've placed an order but you'd like to change the address you provided, please email us as soon as possible at State your order number and the address you wish to change in your email.

Please note: We can't change the address for an order once it has been shipped. Packages with an invalid shipping address are automatically returned to us, after which we can send it to the correct address.


How do I create an account with

You can create an account at while placing your order. An account has various advantages, like:

·         Members Shopping Cart - Any product you add to your shopping cart will be saved to your Shopping Cart until you choose to order or remove it.

·         Address Book - We can deliver your order to a different shipping address! This feature is perfect for sending a birthday present straight to the birthday boy or girl, for example.

·         Order History - View all your previous orders.


How do I create a Business Account with

Are you a business client and interested in creating an account? Then you can create a business account by clicking 'Business Account' in the top left of your screen.

A business account has many advantages: international shipments are delivered free of VAT. You also receive a discount on specific products and special offers. And with a business account, your information is stored so you won't have to enter it again with every visit and you can shop much quicker.

I received a notification that a product is out of stock. What happens now?

Unfortunately a product that you ordered can sometimes turn out to be out of stock. If this is the case, we will notify you via email as soon as possible.

You can then choose one of the following options:

1: We can send you the rest of your order and give you a refund for the products that are out of stock.*

2: Select a similar product on our website to replace the out-of-stock product and we'll send out your complete order.**

3: We can put your order on hold until the product is back in stock (this may take several weeks) and then send you your entire order.

4: We can cancel your order in its entirety and give you a refund.*

*If you've paid in advance.
**If the replacement product is cheaper than the original product, we will refund you the surplus amount. If the product is more expensive, we request that you transfer the price difference to our bank account, stating your name and order number.

Please tell us via email which option you prefer.






Which payment methods does offer? offers the following payment methods:


Bank transfer:

You can transfer the total amount of your order via bank transfer, using your order number as the reference number. The information required to do this will be included in your confirmation email.

Please note: We will only begin processing your order after receiving payment, so shipping your order may take slightly longer than usual.


Pay with iDEAL:

iDEAL offers a familiar, secure and convenient way of paying online. You can pay within the trusted online banking environment of your own bank. Simply pay the way you usually do with online banking.


Pay with your credit card: accepts both MasterCard and Visa.


Pay with PayPal:

PayPal lets you send and receive online payments safely and easily with nothing more than an email address. PayPal is accepted in an increasing number of webstores and has become one of the most important payment providers for online retailers.


Can I switch payment methods?

Unfortunately it's not possible to switch payment methods after you've placed your order.


Has my payment been received?

Have you received a message from your payment provider, stating that something went wrong with your payment? If so, please contact them. After we've successfully received payment, we will process your order.


I've been notified about getting a refund for my order or part of my order. How does that work?

We always try to refund an order as quickly as possible, and always to the account that was used to pay for the order.

PLEASE NOTE: If this isn't a direct payment - such as via AfterPay, PayPal or credit card - it may take several days for the refunded amount to appear in your bank statement.






When will my order be delivered?

 In general all our orders (with the exception of bicycles) have a delivery time of 1 to 2 business days within the Netherlands. This period starts as soon as we've received payment.

The average delivery time for our bicycles is 5 business days.

International shipments may take several days longer.


How will my order be delivered?

All orders are shipped with PostNL or DHL. When your order has been picked up by the shipping company, they will send you an email with the Track & Trace number for your order. This will allow you to trace your order.

Bicycles are shipped using a specialized package service (Monday through Friday).

An order consisting of a bicycle AND accessories will be shipped in two different packages.


Which countries does ship to?

While placing your order, you can choose from various destinations in the drop-down menu. We will ship almost all our products to these countries. However for various reasons, some products cannot be shipped outside the European Union:
bicycles (some folding bikes excluded) and packages weighing over 20 kg, as well as hazardous goods (like batteries and spray cans) which cannot or may not be transported by plane.






You've received a product that didn't meet your expectations, and you'd like to return it? Not a problem. You can send your order or part of your order to:
Attn: Returns Department
Veenland 19
2291 NS Wateringen


Please include a completed returns form with your returned products, clearly stating your personal information and order number. We also kindly ask you not to write on the original packaging.

We only accept returned products that are complete, unused, undamaged and in their original packaging.
When we've received and processed these products, you will be notified via email and receive a refund. 






If you have a problem with one of our products, please contact We will be happy to help you find a fitting solution.

For further information about returns and warranties with, see

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