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Customer Service
Safety & Privacy
If you order online in our webshop, then we need certain information from you. We make every effort to ensure the reliability, security and integrity of the information we collect from you. Below we explain when we need your data and what we do with it.
OrderDelivery
Returns and Warranty
Exchange / Occasion
Account
Contact our Customer Service
Personal advice
Newsletter and e-mail
Reviews
Visit our website
Social Media
Campaign
Security and Cameras
Cookies
Want to know more
If you have questions regarding the information mentioned above, send them to privacy@mantel.com.
- 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.
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.
To deliver your package at the right address, we and our delivery partners need your details. What do we want to know?
First name and surname
Our customers are our bike friends. You approach friends with their first name. Your surname is for example for your invoice and the delivery company.
Address and city
Our delivery guys need to know where they have to be exactly.
Phone number
Is optional. You do not have to fill it in, but it is convenient, if we need to contact you.
E-mail address
You will receive information to track the delivery of your order on your e-mail address. In some cases you will get a following e-mail on which you can schedule an appointment for delivery.
If you return your product, then we need some details, to make sure the product is sent by you. And if we want to offer you the best solution for a warranty case, like repairing or replacing a product, we need, of course, some extra information as well.
Order number
With your order number we can figure out what you ordered from us and when.
E-mail address
With the e-mail address we verify whether the order and the order number belong together. This ensures that no one will register a return or warranty when they have never bought the product from us.
Additional information
Would you like to submit something for warranty that, for example, is not yet registered, or perhaps has not even been purchased in our (online) store? Then we need some additional information to help you as much as we can. We create an customer account with the following details:
First name and surname
Of course we want to know who our customer is.
Address and city
Our delivery guys need to know where they have to be exactly to deliver your order.
Phone number
Sometimes we call to inform you about the solution.
E-mail address
Via e-mail we will keep you informed about the status of your reparation, we ask you questions about additional information or we can send you a payment link, if there are additional costs.
Product information
If necessary, we ask you for extra information of your product, like serial numbers, frame numbers and type numbers.
It is possible to exchange bikes at our store. When you exchange a bike, we are obliged to write down some details, according to the Digital Buyers Register.
Product information
We fill in the brand, type and frame number and we will forward them to the database of the Digital Buyers Register to check if the bike has not been reported as stolen.
Reviews are very important to us. They give us valuable feedback so that we can offer you even better service. In addition, a product review helps other customers in choosing the right product.
After you have purchased a product from us, we will send you an email asking you to rate us and our products. Also, if you have had contact with our customer service, you will be asked to give us your opinion on how your question/inquiry/complaint was handled.
Would you rather not receive these e-mails? Send an email to privacy@mantel.com and we will make sure that you will no longer receive review invitations.
Order number
By including your order number, we ensure that your order is linked to your review of a product. This way, only those who have purchased products are able to leave a review.
We have cameras in our shops. They are there for your own safety and, of course, for our employees and products. We don’t store security footage of our stores longer than 4 weeks. Unless we see something suspicious and we need to investigate it or we have to store the footage longer, due to another legal obligation.
In order to help you as quickly and effectively as possible, we often ask for an order number, transaction number, name, e-mail address or a telephone number. This way we can quickly get to your details and we can also help you further.
And to make sure you do not have to tell your story more than once, we take notes and save them. When you get to speak to another of our employees, they will be able to see what it is all about.
If you visit our website and click on one of our products, you will receive cookies. With these cookies we can follow your behaviour on our website. For example, we can see which products you click on or which ones you order. Based on these interests, we can show relevant advertisements.
Want to know more about cookies or about changing your settings? View our cookie page.
- First name and surname
- Invoice- and delivery address
- Phone number
- E-mail address
- Password
- Order-, return- and warranty number
- Invoice
An account is super convenient. Here we save the details of your previous orders, returns, warranties and e-mail preferences. And of course, your personal data, so you do not have to fill them in more than once.
The following data is in your account:
First name and surname
We like to know who we can add to our cycling friends.
Invoice- and delivery address
We place your address and place of residence on the invoice as well. In your account you can also enter a changed delivery address.
Phone number
It is not necessary, but could be helpful if we want to contact you.
E-mail address
This is also your username to log in to your Mantel account.
We also use your e-mail address to send you personal and general e-mails. When you prefer to not receive any e-mails, you can change your preferences in your account or unsubscribe yourself via the link in the e-mails.
Password
Your password is stored in an encrypted form. We cannot even decode them.
Order-, return- and warranty number
We keep and store an overview of your orders so that we can find what you have ordered from us and what the status of this order is.
Invoice
Our invoices contain the following information: first name and surname, address and place of residence, invoice number, customer number and order number. The information on the invoice can’t be changed afterwards.
We only send newsletters with your permission. If you do not want to receive newsletters anymore, you can unsubscribe yourself with the link at the bottom every newsletter.
In addition to our general newsletters, we also send personal newsletters, adapted to your interests and what you have bought before at Mantel. This way we ensure that the newsletter is as relevant as possible for you.
When you visit our website, we recognise you as a unique visitor and keep track of your behaviour. For example, we check which pages you visit, which links you sound on, and which filters you use. We store this centrally, so that we can analyse all this in order to make our website even better.
We also use it to display your advertisements on our website or those of third parties that are relevant to you. This way you will not see a ladies shirt when you are a man. And no road bike tyres if you are just looking for mountain bike tyres.
We will of course treat your data with care. And if we involve third parties, we make sure they do too.
We will also use cookies to get to know you, as a customer, better. We have a special page that shows you which cookies there are. If you don’t want cookies, you can delete cookies and we won’t be able to see you as a unique visitor anymore. You will not receive personal advertisements.
If we organise a campaign, then we need your details in case you turn out to be the winner. We can ask for a name and an e-mail address.
We are active on Social Media. Facebook, Twitter, Instagram. You can also watch videos of us on YouTube. On these channels we show you relevant products or offers, based on the interests you have shown on these channels. Your customer details will never be shared with one of these parties.
We use cookies to make shopping even easier and more personal. These cookies allow us and third parties to collect information about you and track your internet behaviour inside (and possibly outside) our website. Based on this information, we and third parties can adapt advertisements to your interests and profile. By continuing to use our website, we assume that you agree with this.
Cookie preferences
If you do not want us to save marketing cookies, you can change your cookie preferences here. Standard cookies allow you to see ads that are not specifically adapted to you. With the personalised cookies we make sure that you only see relevant ads.
Cookie summary
Functional cookies
Mantel| Name | Purpose | Duration |
| PHPSESSID | During your visit to our website, this cookie stores information. By doing so, you do not have to fill in a form again when you reload a page, for example. Or you do not have to fill in all the fields correctly at once. | Session duration |
| product-compare[],product-compare-box-collapsed | These cookies make it possible to compare products with each other. | Session duration |
| mantel_account | This cookie allows you to login at Mantel. | 1 month |
| redirect_auto | This cookie ensures that you get to see the Mantel website in the correct language automatically. | 1 month |
| Name | Purpose | Duration |
| pnctest | This cookie allows you to chat with the customer service staff. | Maximum 2 years |
| Name | Purpose | Duration |
| __cfduid | This cookie ensures that your device is considered reliable. | 1 year |
Analytical cookies
Cloudflare| Name | Purpose | Duration |
| _biz_nA, _biz_pendingA, _biz_sid, _flagsA | These are cookies that are used for analytical purposes and to remember settings. | 1 year |
| Name | Purpose | Duration |
| _ga, _gid, _gat | These cookies store statistics anonymously about the use of the website. | Maximum 2 years |
Marketing cookies
DoubleClick| Name | Purpose | Duration |
| IDE, test_cookie | Double click checks if cookies are accepted, shows advertisements and measures interaction with advertisements. | Maximum 1 year |
| Name | Purpose | Duration |
| APISID, NID, SID, 1P_JAR | Show customised ads on Google websites, based on recent searches and previous interactions. | Maximum 1 year |
| HSID, SSID, APISID, SAPISID | Saves user preferences and information when visiting pages that integrate Google Maps or YouTube | Maximum 2 years |
| CONSENT, DV, UULE | Collects data for Google Analytics, in order to compile an anonymous user profile and to measure whether advertisements are effective. | Maximum 2 years |
- What are the legal grounds for using your data?
- Who has access to your data?
- Where do we store your data?
- How long do we store your data?
- What are your rights?
- Do you have questions or complaints?
- Invoice
What are the legal grounds for using your data?
According to the privacy law, we must tell you on which legal grounds we need your data. The most important of these is that some data are necessary for the implementation of the agreement. Therefore, we only made the information mandatory we actually need to complete your order successfully.
In addition, we may also use your data in the event of a 'legitimate' interest. Our interest is to offer you, the customer, the optimal and best service. For example, you will receive invitations for reviews, so we can improve our service. And our customer service can ask for other details to provide you the best personal advice.
We have also legal obligations to prevent fraud. We are obliged to keep a register of whom we receive second hand bicycles, to prevent fencing.
Sometimes you have given us permission to use additional data, for example, if you signed up for the newsletters. We save this permission, to make sure you really want it.
Who has access to your data?
Important to know is that we only forward your details to other parties if that’s necessary for our service. And, of course, only the information that is necessary. It concerns our delivery partners. They need to know where to deliver the package. As well as suppliers for warranty and reparation. Payment partners, IT service providers and parties who collect reviews for us.
Parties who gain access to your data may only use it to provide you with a service on behalf of Mantel. We never sell your data to third parties.
Where do we store your data?
We store your data in various databases. We always have strict security measures in place. East West, best at home: that is why your data is almost always stored within the European Union. In the exceptional event that customer data is transferred to countries outside the European Union, we will ensure that your privacy is adequately protected. This has been officially established for a number of countries. Some U.S. parties have registered under the Privacy Shield, which provides adequate protection. Or we work with official model contracts that are specifically designed to safeguard your privacy.
How long do we store your data?
If possible, we will, of course, store your data anonymised.
- We don’t store security footage of our stores longer than 4 weeks. Unless we see something suspicious and there’s a possibility of fraud.
- The tax authorities says we need to store our administration, with your invoice-, payment and order data, for 7 years.
- If you have your product repaired or replaced by Mantel, we will retain your report and contact details for 7 years.
- If you have subscribed to the newsletter or given permission to receive personalised messages, we will retain that permission for 5 years. Even if you decide at any time that you no longer wish to receive the newsletter or personalised messages, we will retain the withdrawal of your request.
What are your rights?
Would you like to have more information, update your personal details or email preferences? You can, of course. You can change most of this yourself in your account. Would you like to delete your account? Please contact our customer service team at 020 3695 9922.
We may ask for additional information to make sure that it is you who make the request. It would be annoying if someone pretends to be you.
Do you have questions or complaints?
For questions or complaints we have a special e-mail address: privacy@mantel.com. But you can contact us by post as well.
If you are not satisfied with how Mantel handles your privacy, you can contact the privacy authority.