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FAQ: Coronavirus

Can I shop by appointment at Mantel?

Yes definitely! Book an appointment in our store planner to shop in one of our Superstores.

How do I book a store appointment?

Go to our store planner. You choose a Superstore, then the day and start time of your appointment. We will send you a confirmation by e-mail. This is also your entrance ticket. You can show this by phone, printing is not necessary.

Do the Superstores have all products in stock again?

Unfortunately we do not have road bikes or mountain bikes in stock in our stores. E-bikes and city bikes are in stock. Clothing, accessories and parts are also in stock.

Can I change / cancel an appointment?

Can’t make it after all and want to cancel the appointment, or just prefer a different start time for your store appointment? Book a new appointment at the desired start time and day. Please reply to the confirmation e-mail of the appointment you wanted to change or cancel indicating you want to cancel the appointment. This way we can make sure that no time slots are left unused.

The time / date I want is no longer available, can I still make an appointment?

No, if a start time has been dropped then that time slot is fully booked. Please choose another starting time.
Can I pick up my order at the store?

Yes, you can place an order online and pick it up from the store. You will receive a 30 minute slot between 12:00 and 17:00 hrs to pick up your order the next day the store is open. Look up the opening hours of our stores.

How does order pickup from the store work?

You will receive an email from us confirming when you can collect your order. The order will then be ready for you.You can view, assess and try the product before deciding whether or not to take it home.

If the product you have ordered is not exactly what you are looking for, we will look for a suitable alternative together, within your time slot and through our webshop. Our physical store are, regrettably, not filled with all our beautiful products.

Can I also exchange or return a product at the store?

Yes you can. Book an appointment in our store planner.

Can I choose the pickup day myself?

That depends on your order.

If you order a bike, you will receive a scheduling email from us to choose a pickup day. After that, you will receive a confirmation email from us with a 30 minute time slot. This time slot will always be between 12:00 and 17:00 hrs. Other time periods or time slots are not possible.

If you order another product, you will receive a confirmation email from us with the pickup date and time slot. It is not possible to choose a pick-up day.

What if the pickup day of my order is not convenient?

Book an appointment in our store planner. Choose another day and start time that works for you.

What if the time slot is not convenient for me?

Book an appointment in our store planner. Choose a start time that starts later than the time slot you received. If you choose an earlier start time, the parcel will not be ready and waiting for you.

Are you open for repairs and maintenance?

Yes, our superstores & service points are open for repairs and maintenance.

I would like to make an appointment for maintenance / repair work.

You can schedule an appointment online in our workshop planner. Click here for our workshop planner.

In all our stores we follow the recommendations of the RIVM. We pay extra attention to the hygiene of our shop and our staff is well-instructed on the subject. In addition, we ask you as a customer to keep 1.5 metres distance, both when queuing and when looking around our store.

What is the best time to visit the shop?

On weekdays, the mornings are quieter than the afternoons. Shopping will be possible by appointment from March 16. Book your appointment in our store planner.

What do I have to bear in mind as a customer?

  • Are you suffering from a cold, illness or fever? If you have any symptoms, please stay at home.
  • Wearing a face mask is mandatory in our shops.
  • Keep a distance of 1.5 metres.
  • On entering our store, disinfect your hands.
  • Shopping is temporarily possible by appointment only.
  • Please follow the instructions of our store staff.
  • Come alone and be on time for your store appointment.
  • If our store is too busy, it may be that our store will be closed for a while.
When will the product be back in stock?

At present, too few products are produced to meet the demand. This will remain so in the weeks ahead. The best chance of purchasing one is by signing up for the stock notification, but even if you do, when the product is back in stock the demand will still exceed the supply and you may miss out.

Is the delivery date as indicated on the product page correct?

We communicate with our suppliers on a daily basis to provide the best possible indication of the delivery date. However it may occur that an expected delivery changes unexpectedly. In such cases we will change the information on the product page accordingly.

Can I reserve a product in advance?

No, reserving products which are out of stock is not possible.

What can I do if a product I wish to order is out of stock?

You can sign up for the ‘Stock notification’ on the product page. You will then receive an email as soon as the product is available again.

The product was expected to come back in stock but I have not received an email.

For some products, such as turbo trainers and sports bikes, the demand is so great that we cannot send a stock notification to everyone who has signed up for one. We send those emails on the basis of the sign-up date and the number of available products. As soon as the new stock has been sold we stop sending out stock notifications.

I have received your notification but the product is not in stock. How can that be?

For some products we receive many registrations. As a result, when a product is back in stock, it may be sold out again soon.

Does it still make sense to register for the stock notification?

To be honest, the demand for some products is currently much much higher than the number of products currently available and produced by our suppliers. The list of interested parties who register for the 'stock notification' of very popular products, such as a number of sports bikes and bicycle trainers, is getting longer and longer. So if you read this now and want to register, the chance that you will receive a notification from us in the near future is unfortunately small.

Can PostNL deliver my order?

PostNL delivers the parcels in accordance with the hygiene measures as drawn up by the Dutch National Institute for Public Health and the Environment (RIVM). These include maintaining a distance of 1.5 metres.

Why has the delivery of my parcel been delayed?

These are very busy times for ourselves and our carriers. Nonetheless, most parcels are delivered on time. Check your Track&Trace for the latest information concerning your delivery.

Can I have my parcel delivered to a PostNL pickup point?

Yes, you can. During the ordering process you will see a selection of available PostNL pickup points.

Click here to read the FAQs to PostNL about delivery and pickup.

Will the bike I have ordered still be delivered?

Yes, your bike will definitely be delivered.

How will the bike be delivered?

In consultation with Extra@home we have determined how to provide the best delivery service possible. The Extra@home delivery person will straighten the handlebars and fit the pedals to your bike. They will do this outside and at a proper distance from you.

Is customer services still available?

Our customer service employees are available as usual.

Please note: As our customer service is very busy we may need a little more time before we can help you.

Will my return / warranty request be processed?

The processing of return parcels and warranty requests continues as usual. We will keep you informed of what will happen by email.

Customer Service
026-3230809
service.nl-en@mantel.com
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