Customer Service
Search results: 'Mantel Gift Card'
In addition to the order confirmation you will receive a scheduling email. In this email you can schedule the day you want to pick up your bike in our store.
Keep a close eye on your inbox! If you ordered a bike, you can pick it up at the same time as the other parts or accessories you've ordered. We can not pre-assemble these on your bike.
Orders that do not include a bike
Place your order Monday through Friday before 22:00, and you can pick it up at the store the next day. Your orders will be available from 12:00. On Mondays you can collect you order from 13:00.
Cancel and return
Are you not as excited about the product now that you've seen it in person at the store? No problem, it is possible to cancel your order when you come for pickup. After processing your cancellation, the amount to be refunded will appear within 3 working days on the payment method used to pay for your order.
Online orders to be delivered at home or at a PostNL pickup point can be paid with Bancontact, Paypal, credit card (Visa or MasterCard only). In our Superstores and at our Service Points you can pay with PIN, cash, credit card, Mantel gift cards and the “Nationale Fietsbon” (National Bicycle Voucher). This also applies to online orders for which you select “Pick up and pay at the store”.
Can I pay with VVV cards at Mantel?
No, VVV vouchers cannot be exchanged in our stores. We do accept payment with our Mantel gift cards in our stores.When I opt for “Pick up and pay at the store” does it mean that I am obliged to pay?
No, certainly not. Any order which is completed online and picked up at the store can still be cancelled at the store. For exampleSuppose you are still deciding between two bikes. You can then order them both and select “Pick up and pay at the store”. When you go to the store you can try out both bikes and take as much time for that as you need. If you want to buy one of them you pay for that one at the checkout. The other bike will then go back to our warehouse. Don’t like either one of them? No problem, we will cancel the entire order. There is no obligation to pay if the bike you have ordered turns out not to be the right choice for you. Online orders that are picked up at our Superstores or Service Points can be paid with cash or PIN. While placing the order select “Pick up and pay at the store” - then collect your parcel at our store and pay with cash or PIN at the checkout.
Does Mantel have a post-payment arrangement?
Unfortunately, we don’t. Nor do we accept other payment methods such as Acceptgiro, instalments, American Express or BFN vouchers.What is Adyen?
All our online payments are made through our payment provider Adyen, whose name may appear in the address bar of your browser during the completion of your payment, or afterwards in the payment details in your bank account.With this service we aim to make sure you're on the right bike. It may be that you thought you picked the right bike, because it felt right during your test ride. However, after a few rides you find that it is not quite the right match. You will notice this in your body. Possible complaints are neck, back and shoulder aches and tingling in your hands. But it is also possible that you just do not like the colour. With the Mantel exchange service, you can exchange your bike for a similar type of bike, but one that does suit you.
Is this different from returning the bike?
Yes! When you return a bike, it means that you've taken a short test ride and decided that you do not wish to keep it after all within 30 days of purchasing it. With a test ride we mean that you cycle a lap around the street, or two or three, so that you can test how the bike rides. A test ride does not mean going shopping or cycling through the forest.
When can I make use of the Mantel exchange service?
You can do so if you find that you and the bike are not the best match within 30 days after receiving the bike.
- First name and surname
- Address and city
- Phone number
- Payment details and invoice
- IP-adres
- E-mail address
- Serial numbers
If you buy a product from us online or in one of our stores, we will need, of course, some data from you in order to process it in our administration. The same applies, of course, for sending an invoice, making an appointment in our workshop or making a special order.
First name and surname
Our customers are our bike friends. And friends speak to you with your first name. Your surname is for example for your invoice and the delivery company.
Address and city
We will include your address and place of residence on the invoice. We also use this as your delivery address. You cannot change your address on your invoice afterwards.
Phone number
We only ask for your phone number if we really need it. For example, for a reparation, to call about the costs, to send a text when your bike is ready. Or, for example, if you order a bicycle, the delivery guy contacts you about the time period, so you will know when your bike will be delivered. We only call you when there’s no other way to do so, obviously.
Payment details and invoice
For all our payments we use a secure banking environment. You want your details to be safe. If you pay through transaction, your details will be saved in our administration and linked to your order. This way we know exactly which order is paid.
When you pay online at Mantel, we will send your details, from the secure environment, directly to Adyen. They perform our credit card payments. With this, we will not see your credit card details, Adyen only tells us if the payment succeeded.
When you pay in our stores at one of our cash registers, your payment is processed in our Vendit POS system and linked to our records.
On our invoice you will see the following details: your first name and surname, your address and place of residence, the invoice number and order number. You cannot change your invoice afterwards.
IP address
We remember your IP address, so we can offer all our customers a safe shopping experience.
E-mail address
Your email address is our most important way to communicate. You will receive the confirmation of your order, the delivery information and invoice in your inbox. If you have signed up for a ‘stock notification’, you will receive an email once the product is back in stock.
Serial numbers
We record serial numbers and frame numbers of certain products in our administration. These are convenient identification numbers in case of theft, but also if there is a recall from the manufacturer.
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The Mantel gift card or gift voucher can be purchased at our Superstores and online.
Where can I pay with the Mantel gift card?
In our stores and online! When you are at one of our stores you can use the gift card to pay at the checkout. When you make an online purchase you can use the gift card when you select a payment method.
Can I use part of the balance on my gift card when I order?
Yes, you can. If the amount of your purchase is lower than the total balance on your gift card the remaining amount can be used for future purchases. Gift cards have no expiration date and can be used one or multiple times. If the amount of your purchase exceeds the balance on your gift card the full amount will be deducted.
I wish to return products which I have paid with a Mantel gift card. Do I get a refund?
If you return a product which was paid with a Mantel gift card, you will receive this amount on a new gift card, which can be a physical or a digital one. If you return the item at the store you will receive the amount on a new physical gift card. If you return the item by post, you will receive a new digital gift card by email.
Can I exchange multiple gift cards when I order?
Yes, you can. We will only deduct the amount required for that particular purchase. The remaining balance can be used for future purchases.
How do I know the balance of my gift card?
In our stores you can have your gift card balanced check for you by one of our staff members; online you can use our balance checker.
Mantel gift card - conditions
- The Mantel gift card or gift voucher can be purchased at our Superstores and from our webshop
- The card has a minimum initial top-up amount of €10 and a maximum of €150.
- When it is activated you receive a proof of purchase to be kept for future reference.
- The balance on the gift card is valid indefinitely, can be used one or multiple times, and can be checked at the checkout in our stores or at mantel.com/gift-card-balance.
- The gift card is non-refundable and not exchangeable for cash. The gift card does not entitle its holder to a (partial) refund.
- If you return a product you have bought with a gift card, Mantel will not refund the amount in question in cash or through any other means of payment.
- You will receive a new (digital) gift card with the amount of the returned product which was paid with a gift card.
- Counterfeiting the gift card is forbidden. Any alteration, illegibility or damage will invalidate the gift card.
- The gift card is valid both in the stores and our webshop.
These terms and conditions use the following terminology as defined below:
- Content: all content shared through placing a product review by the user and published by Mantel, which includes text and/or visual images or footage, irrespective of whether these are redactional or commercial in nature.
- Use: the use of a product review in the broadest sense of the word, which includes viewing, reading, or placing a product review.
- User: anyone who places or views a product review, or who in any other way utilises the content in a product review.
- Mantel: Mantel Arnhem BV, also operating under the name Mantel.com.
- Product review: all product reviews placed by a user and published by Mantel, including any content offered therewith.
2. Applicability
These terms and conditions apply to any and all use of a product review. By using a product review, you acknowledge and agree to all related terms and conditions.
3. Intellectual Property Rights
All (intellectual) property rights pertaining to a product review, including but not limited to copyright, trademark rights, database rights, and trade name rights, belong to Mantel and/or her licensors. The right to using a product review does not imply a transfer, license, or any form of (usage)right pertaining to these (intellectual) property rights, unless set forth otherwise in these terms and conditions.
Mantel expressively maintains ownership of all copyrights pertaining to the product reviews. You are not permitted to copy and/or publish (parts of) product reviews without the prior written permission from Mantel. Mantel will determine whether or not permission to do so will be granted per individual request, and if so under which conditions.
Notwithstanding the previous, users are allowed to link to a product review without prior permission from Mantel.
4. Disclaimer
Mantel does not guarantee in any way that the content is complete, correct, or reliable. Claims and opinions set forth in the content of product reviews are those of the involved author(s) and/or user(s), and not (necessarily) those of Mantel.
Mantel is not in any way responsible for (the content of) product reviews by third parties to which is referred, for instance by a link, in the product reviews. Mantel can not be held accountable for damages in any nature caused by or connected to the use of product reviews, or by the (temporary) incapability to use a product review, regardless of the cause therefore.
5. Content
Content may:- not be in violation of the law, break the rights of third parties (including intellectual property rights, privacy- or portrait rights) or be in any other way illegal or in violation towards third parties or Mantel;
- not contain viruses, Trojan horses, worms, or any other type of program capable of inflicting damage or harm in any way to Mantel and/or other users.
By placing content in a product review, you declare and guarantee that you are allowed to publish this content, copy it, and license Mantel and other users to do the following:
- by placing content you extend to Mantel an irrevocable, world-wide, non-exclusive, royalty-free, transferable licence not limited by time (with the right to sub-licensing) which allows for any and all (re)use, multiplication, distribution, creation of derived works, showing and execution of the content or parts thereof, to whichever purpose and in whichever way possible (including the sharing of content on social media such as but not limited to YouTube, Facebook, Instagram and/or Twitter, and through linear and non-linear services) as well as for saving content in (electronic) files;
- Shorten, edit, refuse, remove, or block product reviews, or in any other way make them inaccessible when they violate the terms and conditions set out in this document, or without providing any previously required reason;
- Inform investigative services on any illegal content at their request.
6. Notice-and-takedown procedure
Mantel does not automatically check the published content in product reviews. If you feel that the content published in a product review is undoubtedly wrongful or illegal in nature, then please report it via service.be-en@mantel.com.
This procedure does not bestow any rights to the reporter. In response to this report, Mantel will determine to the best of her abilities whether the content involved will be removed or not, or that any other steps may be taken as a result.
7. Liability
If a product review is used in violation of these terms and conditions, you will be liable for any and all damages suffered by Mantel as a result, including but not limited to the costs of tracking down the illegal user, investigations, and legal aid. You indemnify Mantel against claims of third parties involved.
8. Alterations
Mantel maintains the right to change the contents of these terms and conditions at any time. The altered terms and conditions become binding from the moment they are published.
9. Choice of applicable law
These terms and conditions and any disputes pertaining to or resulting from these, are subject to Dutch national law.
The way you receive a refund depends on the payment method you used for your online purchase.
- If you paid with iDEAL, you will receive the refund in your bank account.
- If you paid with Paypal, you will receive the refund in your Paypal account.
- If you paid by credit card, the amount will be refunded to your credit card.
- If you paid with the Mantel gift card, you will receive the same amount on a new digital gift card. If you paid the rest of the sum with a different payment method, that amount will be refunded via that same method.
Have you returned the entire order or a part thereof?
- If you return the entire order, we will refund the purchase price plus any shipping costs.
- If you return part of the order, we will refund the purchase price of the returned products.
If you return an online purchase in one of our stores, your return will be processed and you will receive your money back within 3 working days after confirmation by Email. You can also swap your return with another product in the store. Any residual value will be refunded.
Refunds of store purchases
There are two ways to return your store purchase.
- If you want to return a store purchase in one of our stores, you can present it at the return desk within 30 days and get your money back immediately; no registration is required. You can also swap the product or we can settle the return amount with another purchase.
- If you want to return a store purchase by mail you can register your return online. Register products for return
My return has been received, but I haven’t had a confirmation by Email yet.
Via the Track & Trace service you can see when your returning item(s) was/were received in our warehouse. Once received, your return is usually processed within 24 hours. Haven’t gotten a message from us within 2 working days after we’ve received your item(s)? Then please contact us.
I haven’t received a refund.
The time it takes for the refund to be credited to your account varies from bank to bank. After processing your return request, the refund will be in your account within 3 working days. Is the amount still not in your account after 5 working days? Then please contact our customer service.