Which payment options do I have?

Online orders to be delivered at home or at a PostNL pickup point can be paid with iDeal, 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”.
Of course, you can also pay for a bike through Fietsplan / WKR (Bicycle Plan / Expense Allowance Scheme).

Can I pay with VVV vouchers 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 example:
Suppose you are in doubt between two bicycles. 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 want. 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.

Can I use cash or PIN to pay for my online order?

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?

Sorry, 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.

Where do I buy a Mantel gift card?

The Mantel gift card or gift voucher is currently sold out in our stores. We expect to have them available again in the second half of December. We do not sell gift cards 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, either 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 our staff at the checkout can check the balance on your gift card for you; online you can use our balance checker.

Mantel gift card - conditions

• The Mantel gift card is for sale at our Superstores and Service Points.
• The card has a minimum initial loading 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 by using the balance checker.
• 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.

The invoice is the proof of your online purchase. We always send it as an attachment in the email of your shipping confirmation but we also save it in your Mantel account so that you can easily retrieve it.

The receipt is the proof of your store purchase. We recommend that you keep it in a safe place.

Why can’t I enter my business’ VAT number during the ordering process?

Mantel focuses exclusively on private consumers, i.e. business-to-consumer (B2C). We do not have a business-to-business (B2B) sales model. It is, of course, possible for a business to purchase from us, but these purchases cannot be made VAT-free.

VAT refunds on exports

Our system does not automatically and digitally process the documentation, or perform the associated administration, required for VAT refunds. Therefore we cannot entertain any requests for refund of the VAT paid. This also applies to (intra-Community) requests via the VATfree organisation.

Can my VAT number be included in the invoice?

Unfortunately, this is not possible. We sell products to private consumers and, therefore, have no space in the ordering process to enter a VAT number.

Can my invoice be adjusted?

It is not possible to change invoices and/or add a VAT number afterwards.

I haven’t received an invoice, can I still obtain one?

You can easily find and download your invoice through your Mantel account. Don’t have a Mantel account yet? Contact our customer service and make sure you have your order number at hand. We will then send you the correct invoice via email.

I don’t have a Mantel account

Don’t worry, we will save all your invoices. Simply contact our customer service.

My payment has failed

Double-check whether the amount has been debited from your account. If the amount has not been debited, you can place a new order. We will automatically cancel the unpaid order for you. In case the amount has been debited from your account, and you haven’t received a confirmation email after one hour, please contact us.

My payment has failed multiple times

If you keep getting failed payments, check the following:

• Do you have sufficient balance on your chosen account?
• Is the payment limit of your account sufficient?
• Is the 3D secure code of your credit card activated and set up correctly?
• Has the credit card been blocked or expired?

Still having trouble paying?

In that case, please contact us. It may happen that a payment is wrongly classified as fraud and therefore blocked. Payments are checked in different ways and the risk of fraud is estimated. For example, the risk of fraud is increased when using a foreign credit card, or when several failed payment attempts have been made.

We cannot always prevent an unjustified fraud report, but we can try to solve it for you. So please contact our customer service if you cannot complete the payment.

You can pay your order through “Fietsplan” (Bicycle Plan) or “WKR” (Expense Allowance Scheme). All you have to do is find out exactly which scheme is in place and what your spending limit is.

Step 1: Ask your employer

Ask your employer whether you can purchase a bike within the Bicycle Plan or Expense Allowance Scheme and, if so, what your spending limit is. It is up to your employer to decide whether they will do the administration themselves or hire an intermediary such as NFP or FiscFree.

Step 2: Choose your new bike

Check out the range of bicycles we offer and select one. If it exceeds the maximum amount allowed through the Bicycle Plan or Expense Allowance Scheme, you pay the additional cost yourself. This amount can be paid directly to us.

Step 3: Payment

Currently there are three ways to pay for a bike with a Bicycle Plan or Expense Allowance Scheme:

1. Your employer transfers the invoice amount to us.
   • You select a bike.
   • You submit your order/quotation to your employer.
   • Your employer transfers the amount to us.
2. You pay the invoice and submit it to your employer.
   • You select a bike and pay the invoice.
   • You submit the invoice to your employer.
   • Your employer repays you.
3. Your employer has hired an intermediary (NFP or Fiscfree) for the Bicycle Plan or Expense Allowance Scheme.
• Ask your employer how to proceed.

For all three options it is important that you should insert your order number in the payment description upon making the payment so that we can easily find your payment.

Step 4: The fun part!

As soon as the payment has been completed by the employer / intermediary and processed by our administration (usually within five business days after payment) we will send you a link to a schedule. Now that the finances are in order you can select a date to come to our store and pick up your new bike or to have it delivered at home by PostNL.

Are any costs involved?

In most cases the Bicycle Plan / Expense Allowance Scheme does not come with additional costs. This has a simple explanation, you or your employer arrange the payment themselves. Unless your employer has hired an intermediary such as NFP or Fiscfree to take care of the administration. They will charge 15% administration costs on the maximum amount.

What does this mean in practice?

• If you buy a bike that costs EUR 1000 you must pay administration costs in the amount of EUR 150.
• If you buy a bike that costs more than EUR 1000 administration costs will not exceed EUR 150.
• If you buy a bike that costs less than EUR 1000 the administration costs will be lower, in proportion to the purchase price.

With a Bicycle Plan, will it take longer for my bike to be delivered?

The delivery of your bike will take longer if payment is made through your employer or an intermediary. Your bike will be delivered as soon as the price (and any additional costs) has been paid to us.

Refunds of online purchases

The way you receive a refund depends on how you paid for your online purchase.

• If you paid with iDEAL, you will get the refund in your bank account.
  • If you paid with Paypal, you will get 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. The remaining balance which was paid with a different payment method will be repaid through 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, we cannot give you your money back at the checkout or swap it for a new purchase. Once your return has been processed, we will send a confirmation by Email and make sure that you have your money back within 3 business days.

  Refunds of store purchases

  If you want to return a product you have bought at 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.

  My return has been received, but I haven’t had a confirmation by Email yet.

  Via the Track & Trace 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.

How to use a discount code

• Place the articles you want to buy in the shopping cart
• In the first step of the order process, you’ll see “I have a discount code" on the right, which is where you can enter your discount code. Make sure that it is complete (numbers, letters, dashes). You'll receive a confirmation when the code has been entered correctly.

Conditions

• Read the Terms & Conditions before using the discount code. These may vary per code.
• A digital discount code can only be used once per email address for an online order.
• You can only use one discount code per order.
• Discount codes can only be used for online orders.
• If you cancel an order in which a discount code was used, you cannot apply for a new code.
• The nature, duration, date of expiration, and other terms and conditions which may apply to the specific discount code can be found in the publication in which the original code was published. Every code is valid for a certain period. After this period has expired, the code can no longer be redeemed.
• You can’t use discount codes for orders that are already being processed.
• Discount codes cannot be exchanged for money.
• Discount codes can’t be used for any other products than those referred to in the original promotional event, and which are described in the original publications in which the discount code was included.
• Discount codes are only given out once. In case of theft or loss there will be no reimbursement. Under loss we also include (accidentally) deleting emails.
• It is prohibited to alter or falsify discount codes, including hacking, spreading viruses, spamming, or forwarding.
• You cannot use discount codes for commercial purposes and/or purposes other than those for which they were originally published.
• Every attempt of fraud or other unauthorised activities are recorded and lead to exclusion of discount code use.
• Mantel reserves the right to modify the terms and conditions prematurely or declare discount codes invalid.