IT IS A CRAZY RIDE
The bikes industry is booming and creating new challenges for us
Bike riding is more popular than ever! Whether it’s e-bikes, road bikes or mountain bikes – the number of people swinging into the saddle is getting bigger and bigger. Even though we are delighted by the huge interest, this new situation has created some challenges that we are solving one by one.
We want to say thank you
for your understanding
By placing your trust in us, you are showing how important bike riding is to you. Unfortunately, right now you are waiting longer than usual for your order and experiencing limitations in our customer service. For this we are truly sorry, as it does not meet our aspirations. Behind the scenes we are doing everything to provide transparent, personal, and speedy assistance for your requests. We ask for your patience.
Bike Delivery Times
Why you are currently waiting longer for your bike
Increased supply bottlenecks
We are waiting much longer than usual for frames and parts, sometimes our expected deliveries are completely cancelled.
In these Corona times, more and more people are discovering the joys of bike riding. The entire industry is having delays in keeping up with the demand.
Many of our employees are still working under strict hygiene guidelines, which is limiting our bike production capacities.
Assembly by hand
Your bike is assembled by our mechanics by hand according to your specifications, to ensure the best quality.
We are doing everything we can to bring our delivery times back on course
So that your order of parts, accessories, and clothing items reaches you as soon as possible, we are offering partial delivery. That way our logistics team can already send you the available items. While the rest will be shipped later. We have also moved away from bicycle configurations - so that your new bike reaches you more quickly. In addition, we are now cooperating more with external partners that will support us with bicycle assembly.
Customer Service Reachability
Even if it takes us a bit longer, no request will go unanswered!
We are always here for you
Our customer service has been recognized in past years for its top qualities - and this is what keeps us going each and every day. But because of the current bicycle boom we are receiving three times as many emails and calls than last year - so you’ve been having to wait longer for a response. In addition, some colleagues are working from home, which has unfortunately led to a reduction in our phone call availability.
We will answer every question!
It doesn’t matter if you contact us via email, chat or through our social media channels. New hires have joined our teams and are working hand in hand with us to process the many requests. Also, you can use the chat feature and our FAQ to get help on many different topics. Our only request is that you stick to just one channel for your communications with us. The reason being that if you send multiple requests, this slows down the response time.
Tips for quick help
Here you can find some helpful tips for getting a quick answer to your question:
Send us an email
For general questions or information about your order, please write an email.
Here you can find answers to questions we frequently receive:
Are you experiencing delays with your order of technology, accessories or clothing items?We are processing these orders as usual. In your customer account you will find all relevant information about your order. But, if you still have questions, please contact our customer service via e-mail. Due to the global nature of the pandemic, air and ocean transportation capacities continue to be severely limited and our shipping partners are experiencing major delays to some regions. Current information about parcel deliveries in different countries of delivery can be found here.
Have there been changes to the return policies?Currently, the guidelines for returns from Germany have not changed: The return period is still 30 days. For returns from abroad, such as France, Italy or Spain, we are extending the return period from 30 to 60 days.
Are there delays with the processing of returns?Due to the changes in our logistics operations to protect our colleagues, processing your returns is currently taking 1-2 weeks longer than usual. We will send you an info via email as soon as your return has been scanned by us and processed.
What about Click & Collect orders?Our stores in Bocholt, Munich and Posthausen still serve as Click&Collect stations for package pick-up, but due to the current COVID-19 regulations packages can only be collected by prior appointment. This also applies to the collection of your new ROSE bike. CLICK HERE to book an appointment online!
What precautions are we taking to actively prevent the spread of the Covid-19 virus?The health and safety of our colleagues, our customers and our partners is our highest priority. That’s why, all colleagues who are able to do so are working from home. Our logistics and production colleagues are working in a multi-shift system with strict hygiene regulations and cleaning intervals to minimise meeting points and the risk of infection.