Got a question? Get your answer
Want to find out more about shopping at Bike@Home?
Which payment methods do you offer?
You can pay with the following payment methods:
- Creditcard (Visa, Mastercard)
- Klarna (Afterpay)
Can I pay with a gift card?
At the moment we do not offer gift cards. It is therefore not possible to order with a gift card.
Can I also order as a business?
Of course you can also place an order with us as a business customer. All you have to do is indicate in the check-out that you are a company and provide your company name.
My order has failed/expired?
Did your order fail or expire because you waited too long to pay? Then we advise you to make the payment again. To do this, go back to your shopping cart and start the payment process again. Still having problems? Please contact our customer service.
Can I order with a discount code?
If you have a discount code, it can be applied to your order in the shopping cart. Discount codes are single use and can only be used in the online checkout.
What are the delivery costs?
Orders from £50 are shipped free of charge. Below £50 we charge a shipping fee of £3.95.
What delivery options are there?
You can receive your order in the following ways:
- Delivered to your home by DPD
- Collection from a DPD pick-up point
- At one of our affiliated bicycle shops
I need help ordering
We are happy to help! For help with ordering, please contact us via our contact page. We can help you further by, contact form or email.
My package has not been delivered
We are sorry that your package has not been delivered. Of course there can always be (unexpected) delays. Always check the track-and-trace link first to find out why the order has been delayed. If your parcel continues not to be delivered, please contact DPD Customer service via their website. Please mention your parcel number in all communication so we will be able to track your parcels quickly.
I have received part of the order
At our discretion, we will dispatch items in the most efficient manner, including splitting deliveries if required. We will always let you know the quantity of packages you should receive to complete your order. In addition, you will also receive various track-and-trace links if the order consists of several shipments.
I have received the wrong product
We are happy to solve this for you. Please contact our customer service for this.
I have not received a track & trace link
Track and trace links are provided when the order is registered with our carrier. If you have not received a track-and-trace link, please check your spam box. If that is not the case either, please contact our customer service so that we can find out the status of your order.
How can I track my package?
If your order is registered with our carrier, you will automatically receive a track-and-trace link to track your package.
I have unexpectedly received a package
If you have received a package that you have not ordered, please fill out the contact form with all appropriate details.
Returns and cancelations
How do I return my order?
You can make a return request in your account. If you do not have an account, please contact our customer service. They will let you know the next steps.
When do I get a refund?
After receiving and inspecting your return order, we strive to refund you within a 14 day period.
What are the terms and conditions for returns?
Please refer to our terms and conditions.
What is my returns period?
All of our products come with a 30 day returns period if you are not satisfied with your purchase. Your statutory rights are unaffected by this.
I’m too late with returning my order, now what?
Unfortunately we do not accept returned orders outside of our 30 day returns period.
Is returning my order free?
Yes, returning your order is absolutely free!
How do I cancel my order?
At this moment, it is not possible to cancel your order once it is placed. Please accept the delivery and follow our returns process to return the goods as below.
My order has been shipped, can I still cancel my order?
At this moment, it is not possible to cancel your order once it is shipped. Please accept the delivery and follow our returns process to return the goods as below.
How long will it take to be refunded?
We aim to refund you within 14 days of the goods returning back to us.
How will I be refunded?
You will be refunded in the same way as you paid with.
Returned the whole or part of the order?
If you have returned the entire order, we will of course refund the full amount to you. If you have returned part of the order, we will refund the amount of these products.
My return has been received but I have not yet received a confirmation by e-mail.
It may take a while before you receive a confirmation by e-mail . Have you not heard anything within two working days of receiving the return? Then contact us.
I have not received a refund
Have you received notice from us that we will issue a refund? Please contact us if you still have not received this amount from us after 14 days.
What is refunded with a partial return?
If you have ordered several items at the same time, of which you want to return 1 or more, you will receive a refund of the returned items. You will not be reimbursed for the shipping costs. You will only be reimbursed the shipping costs if you return your entire order.
How long do I have a warranty?
For the manufacturer's warranty, please refer to the conditions of the manufacturer of the product you have purchased.
My product broke after the warranty period
Unfortunately, products outside of warranty cannot be returned.
Where can I find my warranty information?
This differs per product. Usually this is included in the packaging of your product. We also recommend that you always keep the proof of purchase.
Do I have to pay the return costs myself?
With a defective product, you obviously do not have to pay the shipping costs yourself. We will provide you with a return label.
Is warranty always free of charge?
Please consult your terms and conditions.
How should a faulty product be returned make a warranty claim?
The product must be in its original packaging. Do you no longer have these? Then we would like to receive the product back in sturdy shipping packaging. You must enclose your details (name / address for return delivery and telephone number or email address, so that we can inform you about the status of the product). You must also enclose a copy of your proof of purchase.
How do your product reviews work?
Our product reviews have been placed by real people who took the effort to let us (and our customers) know, what they think about a product.
How do I leave a product review?
Scroll down on a product page and press the button 'Leave a review'. Please login with your account details or make a new account if you don’t have one yet. After that you can leave a product review.
Legal, privacy and data
Where can i find the legal, privacy and safety documents?
You can find all legal documents in the menu at the bottom of each page.
I want to request all my data you have from me
Please contact our customer service for this.
I want to delete my account and all my data
Please contact our customer service for this.