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FAQ - Frequently Asked Questions

We hope that our FAQs provide answers to most of your questions!

However, if you still have doubts, please use the contact form to get directly in touch with our service team.

Help Desk

When and how can I contact you?

Our service team is always glad to offer help and advice via phone (+49.2405.450045) or through our Live Chat. You can reach us Monday through Friday from 9 am to 8 pm CET, and Saturdays from 10 am to 4 pm. Outside of these hours - and at any time - you can also contact us via e-mail to info@bike-components.de. Your queries will be answered as quickly as possible, generally within one work day.

What are the opening hours at your store in Aachen, Germany?

You need to pick up your order, are looking for in-person advice, or just want to chat about awesome bike stuff? Our store location welcomes you Monday through Friday from 10 am to 7 pm and Saturdays from 10 am to 4 pm. Come find us at Neupforte 2d in Aachen, Germany.

I want to order some clothes, but I’m not sure about my size. Can you help me with that?

For most of our sweet clothing brands, we offer a handy sizing guide. Click here to determine the correct fit for you. If the item you’re looking at is not covered by the sizing guide, we’re always happy to lend our expertise. You can reach our service team via phone (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm), Live Chat or send an e-mail to info@bike-components.de.

I'm interested in a complete bike and I would like some advice.

Contrary to our name, we’ll also help you find your dream bike. Give us a call (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or send an e-mail to info@bike-components.de.

We have a great selection of ready-made bikes, and we will also deck out every frame in our assortment from scratch, allowing for maximum personalization. If you already have a rough idea of what you want, it’s always helpful if you collect everything in your shopping cart and send us an overview, i.e. via screenshot. This will be an excellent basis for our discussion as we figure out the best possible bike for you.

My Account

Where can I find the history of my past orders?

All orders made through your registered online account can be accessed in the log-in area of our page. Go to “My account”, and check the tab “My orders” for your previous purchases. Orders made as a guest or via PayPal Express will not show up in your customer account.

Where can I find my personal information on your webpage?

Personal information, such as billing and shipping addresses, as well as past orders can be accessed via “My account” in the log-in area of our page. Please note that you must have a registered online account for this information to be visible.

How do I change my shipping address?

To view and change your shipping address, first you have to log in, click on “My account” and then “My addresses”. During the order process, you can select your preferred delivery location from all your saved addresses.

Please note that address changes in your online account are not applied to orders that are already in our system. To change the shipping address of an ongoing order, it’s best to give us a call (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or use the Live Chat. You can also send us an e-mail at info@bike-components.de.

How do I change my billing address?

To view and change your billing address, first you have to log in, click on “My account” and then “My addresses”.

Please note that address changes in your online account are not applied to orders that are already in our system. To change the billing address of an ongoing order, it’s best to give us a call (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or use the Live Chat. You can also send us an e-mail at info@bike-components.de.

How do I change the password for my account?

To change your password, click on “My account” and then “My password”. Now simply follow the instructions to set a new password.

Ordering

Can I also order without being registered or setting up a customer account?

You don’t need to log in with a registered account to complete your purchase. To order as a guest, go to your shopping cart, click “go to checkout” and then select the “guest order” tab. There, you simply enter your information and complete the order.

Is there a minimum order value?

No, there's no minimum order value. You can order any small component from us without additional charge.

How can I cancel an item from my order?

If you want to cancel an item from an order that hasn’t been shipped yet, just give us a call (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or use the Live Chat. It’s also possible to send an e-mail to info@bike-components.de, but be advised that it can take around one workday to process your request. For quick changes, it’s usually best to call.

Can I also buy the items from the online shop at your store in Aachen?

Every item from our assortment can be delivered to our store location in Aachen. Be advised that items marked as “in stock” are usually located in our warehouse, i.e. not immediately available at our store.

Make your order through the online shop as usual and select “Pick up” as the shipping method. We will then deliver your order to our store location, and you’ll be notified via E-Mail once everything can be picked up.

How can I place an order?

Generally speaking, the online store is your best option, since it allows your order to be processed and shipped as quickly as possible. Our detailed item pages give you all the information you need, such as sizing, compatibility, availability and much more. You can also double-check your address and payment information before sending your order. That way, errors and delays can be minimized or avoided entirely.

Alternatively, you can order via phone (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm), send an e-mail to info@bike-components.de or fax your order to us.

Where can I find the history of my past orders?

All orders made through your registered online account can be accessed in the log-in area of our page. Go to “My account”, and check the tab “My orders” for your previous purchases. Orders made as a guest or via PayPal Express will not show up in your customer account.

Can you combine my orders to save shipping?

If your original order has not been shipped yet, we can combine it with your current one. In that case you will only be billed once for shipping. Please use the order comment box on the page “review and finalise” to indicate which order the current one should be combined with (order no. XB...X).

Be advised that for technical reasons orders via PayPal or credit card will always be charged full shipping costs. In that case, we will refund the resulting balance upon completion of the order.

What tax rate is applied to my purchases?

Customers from within the European Union will always be charged the value added tax (VAT) of the selected delivery country. In accordance with EU trade law, bike-components is required to collect the VAT of the destination country and forward it to the respective national taxing authority.

Customers from outside the European Union are exempt from paying EU VAT.

Can I change my order after I have placed it?

As long as your order hasn’t been shipped, it’s always possible to change it.

If you want to add more parts, just make a new order and mention the original order number (XB…X) in the order comment box. We will then combine both orders. Be advised that for technical reasons, orders via PayPal or credit card will always be charged full shipping costs. In that case, we will refund the resulting balance upon completion of the order.

For changing or cancelling items as well as address changes it’s best to give us a call (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or use the Live Chat. Queries via an e-mail to info@bike-components.de are also possible, but can take up to one work day to process. For quick changes, it’s usually best to call.

How can I redeem my gift card / voucher?

Voucher codes can be redeemed during the last step of the order process. Enter your code into the field at the bottom of the page “review and finalise”.

When you click “redeem”, the gift card / voucher will be subtracted from your order total. If the order total is less than the value of the gift card, you can redeem the remaining amount in your next order with the same code.

Multiple vouchers can be applied to a single order.

Please note, only one partner voucher (e.g. from an event, subscription or similar) can be used per order.

Can I also order complete bikes from you?

Contrary to our name, we’ll also help you find your dream bike. Give us a call (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or send an e-mail to info@bike-components.de.

We have a great selection of ready-made bikes, and we will also deck out every frame in our assortment from scratch, allowing for maximum personalization. If you already have a rough idea of what you want, it’s always helpful if you collect everything in your shopping cart and send us an overview, i.e. via screenshot. This will be an excellent basis for our discussion as we figure out the best possible bike for you.

Why do product prices change when I enter my delivery country?

When you first open our page, all prices are displayed with 19% German value added tax (VAT). Once you log in or change your delivery country, VAT rates are adapted according to the destination.

Customers from within the European Union will always be charged the VAT of the selected delivery country. In accordance with EU trade law, bike-components is required to collect the VAT of the destination country and forward it to the respective national taxing authority.

Customers from outside the European Union are exempt from paying EU VAT.

Payment

How can I pay?

Online orders can be paid via bank transfer, credit card or PayPal. For telephone orders, payment via credit card is not possible, due to safety reasons.

Orders that are picked up at our store location can be paid in cash or via debit card.

Where can I find your account details for the bank transfer?

For safety reasons, orders are transferred into our internal system at specific times during the day. Only then do we dispatch a second confirmation of your order, complete with our account data as well as the payment reference “XB…X”.

Will you send me a confirmation when my payment has been received?

To limit the amount of order-related e-mails, we do not send a separate notification when the payment has been processed. You will however be notified once your order has been shipped.

I've received a notification that my payment is overdue. What does this mean?

In that case, all items from your order are in stock, but we have not yet received the full amount of the payment. As soon as the order is paid in full, everything will be packed and shipped to you.

Should you no longer require the ordered items, please let us know so we can cancel the order.

Can I change my method of payment after ordering?

PayPal and credit card orders cannot be changed to a different payment option, since the full amount is deducted immediately upon ordering.

Orders via bank transfer can be changed to PayPal afterwards. To change the payment method of an ongoing order, it’s best to give us a call (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or use the Live Chat. You can also send us an e-mail to info@bike-components.de.

Can you combine my orders to save shipping?

If your original order has not been shipped yet, we can combine it with your current one. In that case you will only be billed once for shipping. Please use the order comment box on the page “review and finalise” to indicate which order the current one should be combined with (order no. XB...X).

Be advised that for technical reasons orders via PayPal or credit card will always be charged full shipping costs. In that case we will refund the resulting balance upon completion of the order.

How can I redeem my gift card / voucher?

Voucher codes can be redeemed during the last step of the order process. Enter your code into the field at the bottom of the page “review and finalise”.

When you click “redeem”, the gift card / voucher will be subtracted from your order total. If the order total is less than the value of the gift card, you can redeem the remaining amount in your next order with the same code.

Multiple vouchers can be applied to a single order.

Please note, only one partner voucher (e.g. from an event, subscription or similar) can be used per order.

Ratenzahlung powered by PayPal

Not available outside of Germany

Returns & Warranty Claims

How can I exchange an item?

We do not offer a direct exchange. Please start a normal revocation for the item you want to return, e.g. through our revocation form. As soon as your package has been processed by our returns department, the refund will be issued through the same form of payment as the original purchase.

Simply make a new order for the item you want in exchange.

Will I be notified that my return has been received?

We do not send a separate notification when your return has arrived here. You will however be notified once your return has been processed.

Who pays the shipping cost for returned goods?

From a legal standpoint, the shipping cost for a revocation has to be paid by the customer.

For customers from Germany and the EU, we offer prepaid shipping label up to two weeks after delivery. For returns within Germany, Austria, Belgium, Luxemburg and the Netherlands, there is no charge for the return label. For all other EU countries, the shipping label will be offset with 5 € against the value of the returned goods. You can request the return label through our revocation form.

Revocations from non-EU countries have to be shipped at your own expense.

In case of defective items and warranty claims, please contact our customer service via phone (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or send us an e-mail to info@bike-components.de.

How can I make a warranty claim?

If you want to make a warranty claim for an item, please contact our customer service via phone (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or send us an e-mail to info@bike-components.de.

When you return the item, please include a detailed description of the problem as well as a copy of the invoice. We will assess the claim and, if possible, handle it in-house. If necessary, we will forward the item to the manufacturer or supplier and notify you. Please address further queries about your claim to retour@bike-components.de.

Customers from Germany and the EU:

After you have contacted us, you will receive a free shipping label for your return.

Customers from outside the EU:

Please post the package at your own expense. Use the least expensive shipping option, and include the invoice for the shipping costs as well as your bank data (IBAN and BIC) with the package. If the warranty claim is approved, we will refund the shipping costs to you.

Use the following shipping address:

bike-components

Retour

Carlo Schmid Str. 12

52146 Würselen

Germany

How long will it take until my warranty claim is completed?

It’s hard to predict when exactly a warranty claim will be completed by the manufacturer. Ordinarily, processing times between two and six weeks can be expected. Please note that wait times will vary depending on the season, since manufacturers tend to be particularly busy during spring and summer.

Do you take back disposable and rechargeable batteries?

Used batteries should never be thrown out with your house waste. They can be returned for disposal free of charge at municipal recycling centres and most retail locations, including our store. If you bought batteries through our online store, you can also ship them to us at your own expense. We will then forward them to a proper disposal facility.

Please note that we will only take back batteries of types that we actually have or had in our assortment, and that the return is limited to quantities typical for end users.

Can I revoke my order?

You have the legal right to revoke your purchase contract within 14 days without giving an explicit reason. The revocation period of 14 days starts when you or a third party other than the delivery agent accept the purchased goods. In case of multiple separate deliveries from one order, the period starts upon delivery of the last package or piece of the order.

To initiate the revocation process, you should inform us,

bc GmbH & Co. KG
bike-components
Carlo-Schmid-Str. 12
52146 Würselen
Germany
info@bike-components.de
Tel: +49.2405.450045, Fax: +49.2405.450046

that you wish to revoke your order. To be legally valid, your revocation must be in written form, i.e. via postal letter, fax or e-mail. For your convenience, we also provide an online revocation form, but its use is not required.

We will confirm your revocation as soon as possible.

How can I make use of the extended 100-day return period?

In addition to the legal return period of two weeks, we offer an extended return period up to 100 days after the order was delivered to you. We only accept returns of goods that have not been used or mounted. Conducting an “inspection of the properties and function” of the item as per § 6 of our terms and conditions does not count as use.

At your own expense, please send the package to the following address:

bike-components

 Retour

 Carlo-Schmid-Str. 12

 52146 Würselen

 Germany

Shipping and Delivery

What are your shipping costs?

The shipping costs depend on your delivery country and the items you purchase. Bulky items, such as frames, wheels or trainers, are generally more expensive to ship.

Click here for an overview of all shipping costs.

Do you charge customs duties, taxes or other fees for deliveries outside the EU?

If you select a delivery country outside the EU, prices are automatically calculated without German value added tax (VAT). All customs duties, taxes and fees due for your order are collected by the respective authorities when your shipment enters the destination country. To obtain further information on the relevant regulations in your country, please contact your local customs or taxation office.

How can I track my package?

When you order is dispatched, you will receive a shipping notification with the tracking number of your package. That way you can follow the progress of your ordered goods at any time.

How long will it take until my order is shipped?

When all items from your order are in stock and your payment has been processed, your order will be packed and shipped as quickly as possible, usually on the same day.

Be advised that not every item in our assortment is stocked in our warehouse at all times, and may have to be ordered from one of our suppliers before it can be dispatched. For an estimate you can check the availability of each item on its respective page in our online store.

Can I change the delivery address of my order at a later date?

As long as your order hasn’t been shipped, we can still change the delivery address. It’s best to give us a call (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm) or use the Live Chat, so we can update your address immediately. You can also send an e-mail to info@bike-components.de.

Please note that changes to the delivery address saved in your online account will not be applied to ongoing orders.

What if I have received the wrong part?

Please contact us if what you have received does not match your order. We will initiate the return of the item and exchange it for the correct part.

You can contact our customer service via phone (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm), Live Chat, or send us an e-mail to info@bike-components.de.

What if a damaged or defective part has been delivered to me?

Please contact us immediately, if your package or an item from your order arrives in a damaged state. If there is visible damage to package upon arrival, it’s best to refuse the delivery, or to open the package in the presence of the delivery agent.

You can contact our customer service via phone (+49.2405.450045, Mo-Fri 9 am to 8 pm, Sat 9 am to 4 pm), Live Chat, or send us an e-mail to info@bike-components.de.

What if I'm not at home when my parcel is delivered?

If you’re unable accept the package at the time of delivery, there are several possible courses of action.

Options include delivery to a neighbour or household member, a second delivery attempt on the next work day, or storage at a near pickup point for 7 work days.

In each case, you will be informed of your package’s whereabouts through a written notification by the delivery agent, and via the electronic tracking information.

Where can I view and change my delivery country?

On the page of each item, the selected delivery country and the corresponding VAT are displayed right below the item price. In the shopping cart, you can find the total VAT below the list of your items.

To change the delivery country, simply click on the underlined country name in either of these views, or log in. The VAT rate and the prices shown on the website will then be adjusted accordingly.

  • 100 day return period
  • CO2 neutral shipping with DHL
  • Trusted Shop 4.89/5.00
Payment options

We accept advanced payment, payment on delivery, VISA, Mastercard, PayPal and Ratenzahlung powered by PayPal (only available with invoicing address in Germany).

Shipping and in store pick-up

We ship your order CO2-neutral using DHL. For Items that are in stock, delivery times are as follows: 1-2 business days within Germany, 2-5 business days for the rest of Europe, and 5-8 business for the rest of the world.

You also have the option to pick up your order in our retail store in Aachen.

100 day return period
CO2 neutral shipping with DHL
Trusted Shop 4.89/5.00

All prices are in Euro and excl. MwSt plus shipping cost to the delivery destination: USA.

Use the Live Chat
Do you have any questions? We are here to help! Use the chat, e-mail or call us.