Frequently asked questions

Can I still cancel my order?

Yes, as long as it is "Open" or "In progress". Open the order in your account, click "Edit order" and then "Cancel order" at the bottom. If you have already paid, we refund the amount during our opening hours, the same way you paid. Once we are packing it, that is no longer possible, so just send the parcel back after it arrives.

I forgot something. Can I add products to my order?

Yes. In "Edit order" you'll find the button "+ Add products". They go into the same parcel and the shipping cost stays the same. You pay the difference right afterwards with "Pay outstanding amount".

Can I change a quantity or remove a product?

Yes, with "Change quantity" and "Remove" in "Edit order", as long as the order is open or in progress. If it gets cheaper, we refund the difference; if it gets more expensive, you pay the rest online. The shop recalculates the shipping cost when you do.

A product isn't available. Do I have to order again?

No. Remove it in "Edit order" and add the alternative with "+ Add products". If you'd rather wait, just reply to our mail.

I forgot to enter my voucher code.

Just reply to your order confirmation with the code. As long as the order hasn't shipped, we credit it afterwards.

Can I change the delivery address?

As long as the order hasn't shipped, send us the new address through our contact form. You can't change it yourself. Once the parcel is on its way, only DHL can redirect it.

Which payment methods do you offer?

PayPal (including pay later and instalments), Apple Pay and Google Pay, card and Klarna via Stripe, bank transfer with a 0.5 % discount, cash on delivery within Germany, and cash or debit card when you pick up. All details are on our payment methods page.

My payment didn't go through. What now?

Your order is still with us. Open it in your account and click "Pay outstanding amount"; there you can try again with PayPal, Stripe (card, Klarna and more) or bank transfer. If one payment method won't work, just pick another.

How do I pay with Klarna?

Choose "Stripe" at checkout; Klarna shows up as an option there.

I'm paying by bank transfer. What do I need to know?

The bank details are in your order confirmation and on your order page, also as a QR code for your banking app. Use your order number as the reference. We ship as soon as the money is in, which usually takes one or two business days.

Where can I find my invoice?

In your account, on the order, under "Download invoice (PDF)". The link appears once the invoice has been created. If you need it earlier or with company details, write to us through our contact form.

What do "in stock" and "ready to ship in approx. 2-5 business days" mean?

"In stock" is on our shelf in Stuttgart and ships right away. "Ready to ship in approx. 2-5 business days" is in stock at our supplier; we order it for you and it's usually here within one or two days. Your order page shows where each product is right now.

Why hasn't my order shipped yet?

We ship an order in one parcel as soon as all products are here and the payment has arrived. Your order page shows what it is waiting for and when it will probably go out. If a product takes too long for you, you can remove it yourself.

When does my parcel leave?

Monday to Friday. If everything is in stock and paid, an order that comes in by 13:00 (German time) usually goes to DHL the same day. DHL collects our parcels in the afternoon.

My parcel isn't moving. What can I do?

Tracking often only updates at the next parcel centre. DHL only accepts a trace request once the delivery time of your zone has passed (see our shipping page). Get in touch after that and we'll start the trace and send you a replacement or refund the money.

Is there free shipping?

No, but cheaper shipping: in Germany from 99 EUR order value, in the other zones from higher amounts. All prices are on our shipping page.

Why can't I order a bike to my country?

Bikes from 22 inch, cruisers and MTBs are bulky goods. DHL only takes them within Europe (15 EUR surcharge); other countries aren't possible, unfortunately. You can always pick them up at our shop in Stuttgart.

Do I have to pay customs?

Outside the EU you pay customs duties and import VAT yourself on delivery. In return, German VAT is already taken off the price. Your post office or customs office can tell you how much it will be.

How do I send something back?

Register the return within 30 days of receiving the goods in our returns portal: in your account on the order with "Register return", or without an account with your order number and postcode. You get the DHL label straight away, to print or as a QR code for the post office.

Does the return cost anything?

From Germany it's free. From the other EU countries, Switzerland and the UK we deduct 10.00 EUR from the refund. From all other countries you send it back at your own cost, marked "Returned Goods"; the portal shows you the address.

I can't find my order in the returns portal.

Returns are possible once the order has shipped and up to 30 days after you received it. If you ordered as a guest, enter your order number and postcode instead of logging in.

Can I exchange something?

Just order the right size or colour again and send the other one back through the returns portal. That's the fastest way to get the new one.

When do I get my money back?

Within 2-5 business days after the return arrives, the same way you paid. If you choose a voucher instead, we usually add 5 EUR on top.

Something is broken. What do you need from me?

Write to us through our contact form (topic "Complaint & warranty") with your order number and attach the photos right there: a photo of the whole bike, a close-up photo of the damage, the rider's age, height and weight, how long the part has been ridden and for what (street, park, dirt, race). For noises a short video helps, best sent as a reply to our mail. That lets us file the case with the manufacturer straight away.

How long does a warranty claim take?

The manufacturer or distributor checks it, which usually takes three to five weeks. We keep you posted.

I ordered as a guest. How can I see my order?

With the link "View order details" in your order confirmation, or here with your order number and postcode. There you can edit, cancel and return just like with an account. "Set password" turns it into a real account, and your earlier guest orders with the same email are added to it.

Can I pick up at the shop?

Yes, choose "Pickup at the shop in Stuttgart" at checkout, it's free. Items in stock are usually ready the same day, items we order in two to five days. We let you know once everything is here. You'll find us at Rotebühlstr. 63, 70178 Stuttgart, Monday to Friday 11 AM - 1 PM and 2 - 6 PM, Saturday 11 AM - 4 PM.

I'm ordering for a company. Can I buy without VAT?

Create an account and send us your company name, address, VAT ID and proof of business registration at [email protected]. We activate your account, and then you see your prices throughout the shop. Within the EU we deliver without VAT once your VAT ID has been verified. More on our B2B page.

Can you get a product that isn't in the shop?

Often, yes. Send us the brand, model and ideally a link through the contact form, and we check with our suppliers and get back to you. Not everything is available in Germany; if a product is only sold directly by the manufacturer, we tell you so. Unfortunately we can't get stickers and decals for individual bikes.

Can you fit parts before shipping or build a wheel for me?

Yes. Write in the order comment what we should fit, for example a brake or a rotor. For a custom wheel, put the hub, rim and spokes in your cart and add the BMX wheel building service once per wheel. You can also send in your own parts after checking with us. Orders with assembly take a little longer to ship.

I'm looking for a spare part. What do you need to know?

We find it fastest with a photo of the part and, if possible, the model of your bike. For hubs, the axle diameter (for example 10 or 14 mm) and whether the axle is male (with nuts) or female (with bolts) also help; for bolts and nuts, the thread. Send it to us through the contact form.

Can you find out which bike I have?

We're happy to try. Send us a photo of the whole bike and one of the underside of the bottom bracket, where the serial number usually is. For older bikes or bikes without stickers the model can't always be identified for sure.