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Contact Us / FAQ

Find your answer quickly and easily on our customer service page.
+31(0)639 333 199
Mon / Fri from 10:00 - 17:00
Live chat
Mon / Sun from 10:00 - 17:00

Our customers are our priority and we are going to do as much as we can to make sure that you are in good hands.

Here you can find important information we would like to share with you.

We usually try to respond to all inquiries within 24h to 48h.



Van Oldenbarneveltstraat 132, 3012GW, Rotterdam, The Netherlands.

Phone: +31(0)102 107 718


Company Legal Information:


Van Oldenbarneveltstraat 132, 3012GW, Rotterdam, The Netherlands.

Reg. No.: 854909230B01

VAT Reg. No.: NL854909230B01

KVK No.: 62666053

EORI NL:  NL854909230

EORI GB: GB075843386000

Mobile: +31(0)639 333 199


Payment details:

Bank: ABN AMRO Bank N.V.

IBAN/Account No.: NL18ABNA0455203679


Contact us

Contact details

+31(0)102 107 718
+31(0)639 333 199
COC number: 62666053
TAX/VAT Number: NL854909230B01
Simple Bike Store Van Oldenbarneveltstraat 132
3012 GW Rotterdam
The Netherlands

Frequently asked questions

General Questions
How is the availability display in the item description to be understood?

Green stock status

-Item(s) is in our main warehouse and can be shipped to pretty much anywhere in the world on short notice. We strive to process these orders in 1-2 business days.


Orange stock status (Warehouse)

-Item(s) are in one of our warehouses, from which we potentially cannot ship directly to your destination, so we must first consolidate/transport your order to one warehouse, from which we can fulfill it. The product description reflects the average processing time listed below the product's "Add to cart" button.


Red stock status (Out of stock)

-Item(s) are not in our warehouse and possibly we do not have an exact restock date from the manufacturer. With thousands and thousands of products listed, it's a tedious job to refresh all data, so you are welcome to send us a message if you find a product, that shows as out of stock. We possibly may have more precise data, but have not yet updated it on the product's page.


If you order items with different delivery dates, your order will be shipped as soon as all items are available.

Cannot find what I'm looking for

You like our webshop but cannot find an item on our website? There's a good chance if it's bicycle related, that we can source it. Send us a message and we'll check to see if we can offer the item!

I have not received a reply to my inquiry

There are numerous way how to get in touch with us - phone, website chat, contact form. Each platform is designed and manned by a specific team and do not have access to all information in order for us to be able to provide the best and fastest service possible.

Phone inquiries - you will reach our Rotterdam Retail Store, where our staff will be able to help you with stock availability, repairs and services that are provided by the retail store. The retail store staff does not have information regarding online orders.

Website Chat - this feature is designed to help with questions regarding products, sizing, description clarification, etc. The chat staff does not have information regarding online orders.

Contact Us Form - Please use this tool to get in touch with us regarding any open order, shipping questions, warranty cases or other questions for which you cannot find answers in this FAQ.


Due to all of your support to our company, we receive a lot of inquiries on a daily basis, to which we strive to reply as quickly as possible. Please refrain from sending us inquiries via all available forms as this clogs up our inboxes and further hinders our ability to reply in a timely manner. It can also lead to a internal miscommunication, where none of the staff members pick up your case. The more inquiries you send, the higher the chance you will not receive a reply from us!

What is the status of my order?

After placing an order, you can see the status of it in your account. If you have placed an order as a guest, you can use the password recovery tool to receive a new password based on the e-mail adress you used for the order.


Status explanations:

Awaiting Payment - payments are processed by our system automatically. In cases like bank transfers it can take longer for the system to process the payment. (If you have made a bank transfer, you can ignore payment reminders)

Processing - We have received the payment for your order and its underway to be shipped out. Depending on the stock status (see "How is the availability display in the item description to be understood?" FAQ) it can take a bit longer to consolidate your order. Once this process has been started, your order cannot be cancelled and will be shipped to you. For cancellation/returns please see our Delivery and Returns page.

Pickup (preparing) - You have selected store pickup and we're organizing the goods to be delivered to our store. Once they arrive, you will receive an email that your order is ready for pickup!

Pending Refund - There has been an issue with your order and a partial/full refund is pending. In case of questions, please contact us here.

Awaiting Customer Response - There has been an issue with your order and we have sent you an email regarding the situation. Depending on what email provider you use, rarely, but our email might have landed in your spam folder.

Pre-Order - The ordered good(s) are a pre-order and will be processed accordingly. Please see Terms and Conditions for more information.

On Hold - If for any reason you have requested to hold your order, to be shipped at a later date, you might see this status.

Cancelled - Your order has been cancelled. If it has not been paid, this is a simple status update and it will not be shipped/completed. If the order was paid at any stage of the order, this status will appear after a refund has been made.

Where is my order?

You can find the current status of your order in your account under "My Orders".

Can I pre-order or reserve a product?

Sometimes high demand products can be unavailable for a certain period of time and have very limited restock quantities. We are happy to offer pre-order options. Please see full Terms and Conditions for such orders!

When will you ship my order out?

There can be numerous reasons why your order is not yet shipped - from a delay in restock to unexpected high volume of incoming orders. We are only human and it takes time to prep, check and process all of your orders. We are ever grateful for all of your support and it is in our best interest to fulfill each and every one's order as quickly as possible.

For the average processing time of any given product, please check the product's listed shipping info upon placing it in your cart or below the "Add to cart" button.

I forgot to order an item

Buying a bicycle can be a exciting. Perhaps you forgot to add a kickstand or a lock. Please contact us mentioning your order number and we'll help you solve the issue.

It is advised to use the same email address and name in which the order has been placed, otherwise it can be impossible to link your inquiry with an order and lead to miscommunication.

I received the wrong item

We're still some ways away from having robots among our team. Real people process, pack and ship your order. Sometimes mistakes happen. If this has occured to you - we sincerely apologize! Please send us a message, mentioning your order number!

I wish to cancel my order

Once an order is placed and paid, it automatically goes into processing and unless the item(s) are not available, your order will be shipped to you. Simplebikestore offers a 14-day return policy in which you can return the unwanted goods. Goods must be returned in an unused, re-saleable condition, with their original packaging, and all labels still attached. They should also be securely packaged in a sealed box to make sure the contents are protected during transit. Our Returns team will review all items to check they meet the criteria outlined in this Returns Policy. If an item is returned outside of our Returns Policy, the return may be rejected, and the item sent back to you. Your return postage fee will not be refunded.

Products requiring registration with the manufacturer (Cycling computers, watches, warranty directly with manufacturer, etc.) cannot be returned if the registration has been made!

Please see full Delivery and Returns Policy here.

How do I get my refund?

Refund processing can take up 14 days.

This can depend on many variables - payment method, international bank transfers, etc. The "Pending Refund" process is started when an order has a confirmed cancellation or a return of goods is confirmed. Once the refund is processed and the payment is released it must be processed by the bank. How long this takes depends on both the bank and the payment method. The refund will be processed through the same payment method you originally used.

Why are there different prices for each delivery country?

By default all prices listed on our website are with the Netherland's 21% Value Added Tax (VAT). Once you have entered your shipping details, the final price might change, based on what the destination country's VAT rate is. For example Denmark's VAT is 25%, so the final price will be higher. If the chosen destination country is outside the EU, VAT will be deducted and the recipient will have to pay customs duties and local taxes.

Where is my refund?

Refunds can take up to 14 days to process, so if it has not arrived yet, it probably will shortly.

We refund via the same payment method, the original payment has been made and we cannot

return any funds via a different payment method as the payment was made.

I do not live within the EU. Do I need to pay VAT?

VAT is automatically calculated based on your shipping address. If the shipping address is outside the EU, VAT is automatically deducted from the order value at the cart, once the shipping destination is entered.

(We are aware that purchasing bicycles to Portugal have an applied 6% VAT and we're currently working on an automatic solution for this. If the bicycle model displays 23% VAT when selected shipping to Portugal, please send us a message and we can manually fix this)

I wish to purchase as a business without VAT

If you have a valid VAT number in the EU, simply register an account here, while entering your company's details and the system will automatically deduct the VAT if its applicable.

Please note: in the field of "COC Number", please enter your company's VAT Number!

Which payment methods are accepted?

We offer a lot of payment options. You can find more detailed information here.

How long does shipping take?

This depends on how far the destination country. 
Within Europe it usually takes up to 5 working days at most. The further your destination is from the Netherlands, the longer it will take.

For international shipments - since the vast majority of shipments are air freight, it takes about 5-7 business days to ship something to pretty much anywhere in the world. If the shipment is subject to a customs clearance, that can delay the delivery. Usually no more than a day or two.

How do I track my order?

Once your order is processed and shipped, we will send you the tracking number via email. If you have not received such an email, your order is not yet shipped and in processing.

Can I collect the order myself?

If you are able to visit our retail store in Rotterdam, you are most welcome to pick your order up there! Once the goods will be shipped to the store, we will inform you via email.

We do not have retail stores in other locations/countries!

Are there any restrictions on where my order can be delivered to?

We unfortunately cannot offer to ship goods to P.O. Boxes or parcel shops, regardless of the destination country!

For the time being we are not able to ship goods to very remote places like the ISS or Antarctica, due to logistical reasons, but as soon as a commercial shipping company will offer such services, we'll get right to it!

What are the shipping costs?

Shipping costs depend on what you wish to order and where the shipping destination is. You can find most common destinations here. Otherwise you will see shipping costs calculated when you have entered your shipping details before making the payment.

Shipping is delayed/lost

It would be impossible for us to deliver all bikes and accessories to each client in person, so as the absolute vast majority of online stores, we work with shipping companies, that are 3rd party.

Once a package has been handed over to the courier, there are very limited actions we can do to affect anything about the shipment. We cannot hasten a delivery and we cannot stop it either. In most cases, if anything can be done regarding a shipment, that's in the hands of the receiver, not the shipper.

If a package is significantly delayed or perhaps even lost, we do our best to help find it and get it back on track, but that is not an immediate process.

Our experience shows that getting in touch with the local shipping company's customer service yields the best and fastest results.

I paid for priority handling, where's my order?

We offer the option to pay an additional charge for priority handling. This means we treat your order out of line. If we have a large backlog of open orders, we first process the priority ones. This is not priority shipping! If you are in a very big hurry to get an item, we can ship it with next day delivery, but please mind that this costs usually upwards of 50,- Euros for even small items (depending on the destination country) and needs to be requested manually via a message.  

If the product is not in our main warehouse, we are not able to offer priority shipping!

Will my order automatically be partially delivered if items are not available from stock?

In principle, we deliver orders when all parts are available. Partial delivery of your order is possible at any time upon request. Please note that additional shipping costs may apply. Please send us a message.

If an item from your order is not available, your order will be automatically fulfilled without the item and the missing parts will be automatically refunded.

Why did I receive a request for additional shipping costs?

Like any system, none is perfect, and shipping costs are calculated automatically based on certain parameters. This can sometimes lead to some unique item combinations, for example, a bicycle and a helmet, where the size of the helmet does not fit within the bicycle's box and needs to be shipped separately, which increases shipping costs. If the difference is minimal, we try not to bother anyone with additional costs, but especially for shipments outside the EU, the difference can be too great for us to take the cost upon ourselves. In such cases we get in touch with you and offer solutions depending on the situation.

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