Frequently asked questions

Green stock status

The item is in our main warehouse and can usually be shipped worldwide at short notice. We aim to process these orders within 1–2 business days.

Orange stock status (Warehouse)

The item is in one of our warehouses. We may first need to consolidate or transport it to the warehouse that can serve your destination. The estimated processing time is shown below the Add to cart button.

Red stock status (Out of stock)

The item is not currently in our warehouse and we may not yet have an exact restock date from the manufacturer. If you need a more precise update, please contact us.

If you order products with different delivery dates, the order will ship when all items are available.

If the item is bicycle-related, there is a good chance we can source it even if it is not listed online. Send us a message and we will check whether we can offer it.

Different contact channels are handled by different teams:

Phone and WhatsApp are best for retail-store stock, repairs, and services. The retail team may not have access to online-order information.

Website chat is best for product, sizing, and product-description questions. The chat team may not have access to online-order information.

Contact form is the correct channel for open orders, shipping questions, warranty cases, and anything not answered here.

Please avoid sending the same inquiry through several channels, as duplicate messages can slow down the response and create internal confusion.

To ship bicycles safely and cost-effectively, most brands use packaging described as approximately 85% assembled. This keeps the box smaller and helps protect the bicycle in transit.

Final assembly may include installing or adjusting the front wheel, handlebars, pedals, saddle or seat post, gears, and brakes. This work can require tools, grease, and in some cases carbon assembly paste, which are usually not included.

We strongly recommend having the bicycle assembled and safety-checked by a professional local bicycle shop. Simple Bike Store does not cover these assembly costs.

If you notice possible transit damage, ask a professional mechanic for a written assessment and contact us before authorizing any paid repair or replacement. Each case is reviewed individually. Written approval from Simple Bike Store is required before repair or replacement costs can be considered for reimbursement.

You can review your order in your customer account.

Awaiting payment: payment has not yet been confirmed. Bank transfers can take longer to process.

Processing: payment has been received and the order is being prepared. Consolidation may take longer depending on the products' stock locations.

Pickup (preparing): your store-pickup order is being organized. We will email you when it is ready.

Pending refund: a partial or full refund is being prepared.

Awaiting customer response: we have emailed you about an issue. Please also check your spam folder.

Pre-order: one or more products are being handled as a pre-order. See our Terms and Conditions.

On hold: the order is being held for shipment at a later date.

Cancelled: the order has been cancelled. If it was paid, this status appears after the refund has been issued.

You can find the current status in your customer account. The average processing time for each product is shown below the Add to cart button.

If your order contains several products, its processing time is determined by the product with the longest lead time.

Dispatch can be affected by restock delays, warehouse transfers, and periods of unusually high order volume. For the average processing time, check the delivery information shown on the product page and in the cart when ordering.

Contact us with your order number and we will check what is possible. Please use the same name and email address as the original order so we can match your request correctly.

We sincerely apologize. Please send us a message with your order number and photos of the item you received so we can resolve it.

Paid orders automatically enter processing and may no longer be cancellable once fulfillment has started. Simple Bike Store offers a 14-day return period for unwanted goods.

Returned products must be unused, resalable, securely packaged in their original packaging, and include all labels. Return postage is not refunded. Products that require manufacturer registration, such as cycling computers and watches, cannot be returned once registered.

See the full Delivery and Returns Policy.

We may offer pre-orders for high-demand products with limited future availability. Please review our Terms and Conditions for the conditions that apply to pre-orders.

Refund processing can take up to 14 days. A pending refund begins after an order cancellation or returned goods have been confirmed. Once released, the payment must also be processed by the bank or payment provider.

The refund is always sent to the same payment method used for the original purchase.

Prices are initially displayed with the Netherlands' 21% VAT. After you enter the shipping destination, the final price can change to reflect the destination country's VAT rate.

For destinations outside the EU, VAT may be deducted and the recipient may instead need to pay import duties and local taxes.

Refunds can take up to 14 days to process. We refund through the original payment method and cannot send the funds through a different method.

VAT is calculated from the shipping address. For an address outside the EU, VAT is automatically deducted after the shipping destination is entered. The recipient may need to pay customs duties and local taxes when the shipment arrives.

If the VAT shown at checkout appears incorrect for your destination or product type, please contact us before paying.

If your business has a valid EU VAT number, create a customer account with the company details. Where applicable, the system will deduct VAT after the VAT number has been validated.

Enter the company's VAT number in the COC Number field.

We offer several payment options. See our payment methods page for the current list available at checkout.

Transit time depends on the destination. Within Europe, delivery usually takes up to 5 working days after dispatch.

Most international shipments travel by air and usually take approximately 5–7 business days after dispatch. Customs clearance can delay delivery.

Once your order has been processed and shipped, we will email you a tracking number. If you have not received a tracking email, the order is likely still being processed.

Yes. If store pickup is offered at checkout, you can collect the order from our Rotterdam retail store. We will email you when the goods have arrived and the order is ready. We do not operate retail stores in other locations.

We cannot ship orders to P.O. boxes or parcel shops. Some remote destinations may also be unavailable because of courier limitations or other logistical restrictions.

Shipping cost depends on the products and destination. See the common rates on our delivery costs page. The precise cost is calculated after you enter the shipping address and before payment.

After a package is handed to the courier, our ability to speed up or redirect it is limited. If tracking shows a delay, contacting the courier's local customer service often gives the fastest update.

If the package is significantly delayed or may be lost, please contact us. We will help investigate, but carrier investigations can take time.

Priority handling means your order is moved ahead in our processing queue. It is not priority shipping.

Express delivery may be available by manual request and can cost more than €50 even for small items, depending on the destination. Express handling may not be possible when a product is not in our main warehouse. Contact us before ordering if timing is critical.

We normally dispatch an order when all items are available. Partial delivery may be possible on request, but additional shipping charges can apply.

If an item cannot be supplied, we may fulfill the available items and refund the missing item. Please contact us if you want to discuss a partial shipment.

Shipping is calculated automatically from product and destination data. Some combinations need more packages than the calculator predicts—for example, a bicycle and an accessory that will not fit safely in the bicycle box.

When the difference is substantial, particularly for shipments outside the EU, we will contact you and explain the available options before proceeding.