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Customer Service
Stores
Our Service Points are the place to be for bike maintenance and repairs. You can also come here to pick up an order, to ask questions about your purchase or warranty, and to exchange or return your purchase. In the latter cases, it doesn't matter whether you made your purchase online or in one of our other stores.
Our Superstores offer, in addition to the same services as our Service Points, a wide range of city bikes, e-bikes, mountain bikes, road bikes, bike parts, bike accessories and bike clothing. You can test bikes on our test track, take your new bike home within an hour, in most cases, and use our Mantel Exchange Service if you wish to do so.
Yes, this is possible in our stores. Bring your bike with you and our specialists will advise you on the discount you'll receive if you buy a new bike. The value of your bike depends on its make, type, age and condition. All types and brands can be traded in. Because we sell your used bike directly to a buyer, you will get a higher price if you list your bike yourself on a used bike site. This is because the collector wants to make money after the bike has been refurbished. If you find this too much of a hassle, we are happy to trade in your bike as a service.
Can I trade in my bike online?No, that's not possible. We need to assess the bike in person to determine its value.
Can I get an estimate of the trade-in value via email or phone?No, it's not possible to provide a remote estimate of your bike's trade-in value. It's difficult to make a proper assessment based on a description, photos, and videos. Bring your bike to one of our stores, and our specialists will inform you about the discount you'll receive when purchasing a new bike.
Yes, for any maintenance or repair on your bike, you can make your own workshop appointment via our workshop planner. Select the service or work you would like to have carried out, choose a location and date, and confirm your appointment.
The address and current opening hours of your nearest store can be found on the shop page.
Yes, you can place a product in your shopping cart online and choose pick-up at a store of your choice during ordering. You will not have to pay until you get to the store. So if you are less enthusiastic about your order in the shop, you are not stuck with anything.
Order with bikeWhen you order a bike, you will receive a schedule e-mail in addition to the order confirmation. You can use this to plan your own pick-up day in your chosen store. If you have ordered other items as well as a bike, you can pick them up at the same time. We cannot pre-mount parts or accessories on your bike.
Order without bikeDue to different opening hours of our stores the time you can pick up your order with parts & accessories varies.
SuperstoresIf you placed your order on Monday to Sunday before 22:00 hrs, you can pick it up the next day from 12:00 hrs and on Monday from 13:00 hrs.
Service PointsIf you placed your order on Monday to Friday before 22:00 hrs, you can pick it up the next day from 12:00 hrs. Orders placed on Friday after 22:00, Saturday or Sunday, can be collected on Tuesday from 12:00 hrs.
Every Superstore has a test track where you can experience and compare the comfort, performance and style of different bikes. Our specialists will make sure you get all the information you need to make the perfect choice. Take your time, ride as many laps as you like, and find the bike that suits you best.