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Answers to questions from our users

In our FAQ we answer questions some commonly received user questions: An explanation of How BikeExchange works. As well as information on ordering, shipping and payment, bicycle advice and other general information.

How does BikeExchange work?

What is an online marketplace?

BikeExchange is not an online store, but an online marketplace. The difference? Is actually quite simple: BikeExchange has no bikes and no accessories in stock. We are the platform on the bicycle retailers to offer their articles on the Internet. We do that because we think you're better off with a professional than on an anonymous website. Bicycles and all the trappings must fit. Therefore, it is important to do a test drive. If you try on helmets or cycling gear, you can be sure that the fit is right. There is a local dealer simply the best address.

Who can advise me when buying a bike?

We can do that, you'll find our phone number below. But even better you can our retailers. They are absolute specialists for all questions around the bike, to advise you is their job. In addition, they have many bikes in the store in stock - a test ride often says more than any advice! In our blog you will also find plenty of buying advice from guides, reviews and more.

I'm looking for a specific bike, how do I find that with you?

You can type the bike you are looking for in the search bar or use the category and trademark search. All other articles can also be found via the search bar or the menu.

Can I try a bike?

Yes!! If you have found your dream bike at a dealer near you, you can test it there extensively. Simply use one of the contact options (e-mail, telephone, address) and contact the dealer directly to make an appointment.

Do you have .... in stock?

No we have not. But our nearly 400 bicycle retailers throughout Germany certainly have just the right thing for you. Simply contact one of the distributors and ask if the product is available in your desired size or color.

How do I find a dealer in my area?

At the top of the menu you will find the button "Find a bicycle shop". When you click on it, a menu will open where you can find our merchants by location, zip code or area. On a map they are also all listed. If you click on one of the points on the map, a window opens with the address of the bicycle shop. In addition, information about the respective dealer with each article. You can ask questions by email or call the dealer.

How do the prices come about? Can I trade with you?

We have nothing to do with the pricing policies of our dealers. They make their own prices.

Are there also bargains with you?

Our dealers always have special offers for you. Or cheap last year's models at a bargain price. BikeExchange always offers discount promotions, in which many of our dealers participate. Then you can count on particularly cheap offers.

What does inquiry mean?

At BikeExchange you will find on every product page on the right side all information about the dealer who offers the item. There is a contact field where you can ask questions. Also on the page with the search results there is the possibility to click on "Queries" for each article. You can also reach many of our dealers by phone. So you can find out if the item is still in stock, arrange test drives or inform yourself about product details.

Do you have coupon promotions?

There are always coupons on BikeExchange. You can redeem the vouchers during the order process. Our dealers can also issue vouchers, which you can redeem at the next order from the same dealer.

Do you also work directly with manufacturers?

Many top manufacturers cooperate with BikeExchange, they provide us with the data of their bikes, so the offers of our dealers are always up to date. In addition, we get many product photos directly from the manufacturers. So you can get a very accurate picture of bicycles and accessories.


How does the order work?

On BikeExchange you choose the article that suits your ideas. You can do that through search queries or via the menu. Then you can put it directly into the shopping cart and go to the virtual cash register. Payment is via PayPal, credit card (MasterCard, VISA), GiroPay and Klarna. If you have questions, you can always ask them directly to the provider, the contact information can be found on the right side of the ad page.

Do I get an order confirmation?

Yes, it comes by email from us. It is also your bill, so you should save it for later questions or in the event of a complaint or print and cancel.

How does Click&Collect work?

Click&Collect combines the benefits of online ordering with the benefits of buying in-store. You can calmly make your selection on the internet, put the article in the shopping cart, click on Click&Collect and pay for it. Then you can pick it up at the dealer's shop. This saves on shipping costs, plus you can get such a briefing in the store, which is very helpful in technical equipment. Especially with bicycles Click&Collect offers, because the bike often needs to be set up, so you can arrange a pickup with the dealer and be sure that your bike is ready for you. You can read more about Click&Collect here.

How does the purchase work directly in the store?

Just as you are used to. However, you can make a pre-selection via our online marketplace and also ask if the retailer really has the article you are looking for. This will save you nerve-wracking searches.

What about shipping costs?

The shipping costs depend on the size, weight or value of the order. Our dealers calculate the shipping costs, they will be added to the total amount during the order. You can find more about that here.

Can I order different items at once?

Of course you can. The current shipping costs can be found in your shopping cart. Of course, you can also order from different dealers - a combined shipping is then not possible.

Is there a minimum order?

No, there is no minimum order.

I'm looking for something specific, but I can not find it on BikeExchange. Can I still order the article?

Many of our retailers do not put their entire range on the Internet. If you ask the traders directly, it is possible that previously undiscovered treasures can be found.

Something does not fit! What do I have to do?

Too big, too small, the shipment is damaged? Cancellation is not a problem for up to 14 days after ordering, contact us and the dealer and clarify with him the process. The cost of a return usually bears the buyer. Here you can read more about it.

What if the dealer does not have the bike anymore?

It happens that a bicycle or even another article goes over the counter at the moment it was ordered on the internet. If this is the case, contact us or the dealer - there is certainly a solution. We then try to find your desired product at another dealer - or you look at the dealer directly from a replacement product. Of course you can also cancel the order at any time.

Shipping and payment

Order or shop - what's better?

You can order many of our items or browse the Internet and pick them up at the store. If you are looking for a specific item that can not be found near you, it's a good idea to order it quickly and easily. Of course, if you want to test or try on something we advise you to make your way to the bike shop.

How do you ship? How long does it take?

Shipping is organized by our dealers themselves. Therefore, you choose the shipping companies yourself. Usually shipping takes between 3 and 10 working days after ordering. Often you will find the shipping time in the item descriptions, will be shipped as soon as the ordered items are ready to ship.

Where can I pick up my order?

You can pick up your order from the dealer who offers it. The pick up address will be displayed on your receipt upon check out using the "click and collect" option. Alternatively you can use the "show address" button on each advert to show the full address of the store who stock the product you are after and you can go the to the store to pick up the product and pay in-store.

How can I pay?

You can pay via PayPal, credit card (MasterCard, VISA, AMEX) or debit card. The entire payment process is done via a secure encrypted server, more can be found here.

What kind of payment is safest? What's the fastest?

All offered ways to pay your order are absolutely safe, the fastest way is according to experience with PayPal.

Can I arrange a specific delivery date?

You can arrange a specific appointment with the dealer, but once your order is in the hands of the shipping company, the dealer has no influence on the delivery. Large items such as bicycles or bike carriers are usually shipped via a forwarding agency, with which you can arrange a delivery date by phone.

My order is not coming, what can I do?

You should first ask the dealer if and when the order was sent. If she is already on the way, perhaps a tracking can provide information about the whereabouts of the goods.

Bike consulting

Which bike suits me?

You have no idea which bike it should be? We advise you! On our site you will find numerous purchase advice , from a general bicycle buying advice to detailed advice on individual bike categories in our blog.

I would like to buy an e-bike, but I do not know the technique. What is important when purchasing?

No problem. We've put together a great e-bike buying guide where you'll learn everything you need to know. If you have any questions, our dealers will be happy to help you.

Which children's bike is right for my child?

A children's bike must meet very special requirements. That's why we have some buying aids for you, such as a buying guide or help for safe driving with children in traffic.

Which accessories do I need?

That depends on several factors - How much time you spend on the bike, what season will you be riding etc . Some accessories but should always be at hand:
A helmet (for purchase advice)
repair kit / spare tubes and a pump


Do I have to assemble the bike myself?

Bicycles are delivered pre-assembled in a special shipping box. For some bicycles, you still need to grow the pedals. In order to fit your new bike in a flat cardboard box, the handlebars should be placed lengthways, you must align it and tighten the bracket.

Which tools do I need?

It is best to ask the dealer during the ordering process, which construction work you expect and which tool you need in which size.

Where can I find out everything about cycling?

We keep you up to date in our blog about everything worth knowing about two-wheelers. There you will find interesting information from the world of cycling, detailed purchase advice or our opinion on the new releases in the market.

Do I have to rate my order?

No, of course you do not have to. But we are always happy about positive feedback. Equally important are indications of how we can improve our work in the future.

Do I get a guarantee?

In principle, the statutory warranty applies with a two-year warranty period for all products purchased through BikeExchange. The guarantee service is always handled by the selling dealer, so you should contact him in case of a complaint. You can find more about this here.

I have questions, can I contact you at BikeExchange?

Sure, we're here from 9am-6pm on weekdays and you can reach us on +44 20 7784 6453 or email us at We look forward to hearing from you!

More information

Click & Collect

Returns & Exchanges

Frame height calculator

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