Help & Contact

You have the option to have your order shipped with DHL, DHL Express or UPS. Possible options are displayed in the order process. You can find more information on our shipping page « click here ».

You will receive an email with a link to the delivery tracker as soon as your parcel is on its way. You will then be able to check the status of the delivery of your package at any time.

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 an e-mail to an [email protected].

To use the DHL service, you must register with DHL free of charge. You will then be assigned a postal number with which you can use the service offers. Please note that the service can only be used for shipments within Germany.

shipping to a packing station:

address suffix: your postal number
street: Paketstation
number: number of packing station for example 153
postal code: postal code of packing station
city: city of packing station

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shipping to a post office:

address suffix: your postal number
street: Postfiliale
number: post office number for example 502
postal code: postal code of post office
city: city of post office

German VAT to the amount of 7% or 19% will not be charged for deliveries in non-European countries, . There will, however, be general customs, charges and taxes for handling in the country of delivery. These costs vary considerably depending on the country of delivery. Please familiarise yourself with the regulations of your local customs authority.

If your order can be shipped with DHL Express, the option will be displayed in the order process.

The Express option is not always displayed in the shop as a selection, as DHL Express calculates the costs for shipping according to the volume of the package. In order to make the costs calculable for us, we have to exclude large items such as suspension forks or rims from express shipping in the shop. Nevertheless, we can of course also send large-volume items by express shipping. We will inform you of the shipping costs on request. Furthermore, hazardous goods (such as cleaning agents) or batteries are generally excluded from express shipping.

If you have received an incorrect item, please contact us immediately by e-mail at [email protected] with your order number. It would be helpful if you attach a picture of the wrong item to the email.

We ask you to check the parcel for any damage during delivery. If the parcel is clearly damaged, please ask the delivery person whether you can open and check the parcel in their presence. If this is not possible, please refuse to accept the parcel. The consignment will then be automatically returned to r2bike. If you have refused to accept the consignment, please inform us of the circumstances by e-mail. We will check the case and send a replacement delivery immediately.

If you have already accepted the damaged parcel, we need your help to make a claim against the delivery company. Please take clear photos of all six sides of the parcel, as well as the remaining contents inside the parcel (including the packaging material), immediately upon receipt. The damage must be reported and recorded immediately, and within 7 days of the delivery date, with the local delivery company (damage report). To do this, please take the parcel and its remaining contents to a local branch and explain the circumstances. Please then contact us without delay by email at [email protected] and send us a copy of the damage report or the registration number, including your photos. The damaged parcel must be kept as evidence until the investigation has been completed.

Thank you for your help!

Unfortunately, self-collection is not possible due to the prevailing premises. It is also impossible to place an order directly on site. Thank you for your understanding.

If you want to export your order that was delivered to Germany to a non-EU country, you can download the necessary form for the VAT refund here: « LINK ». Please send the completed and confirmed form by e-mail to [email protected]. Please check the import regulations with your local customs authority beforehand.

Information on VAT refunds:
We can refund the full VAT on all invoice items to business customers.

For private customers (goods for private use), VAT cannot be refunded for all product groups. Please note that all bicycle parts and accessories that are intended for mounting on the bicycle are not refundable. In addition to all the usual parts that belong to the bicycle, this also includes, for example: mobile navigation devices, small air pumps and locks. Parts that are not part of the bicycle are VAT deductible. These are, for example, stationary air pumps, clothing and nutrition. We can only refund the VAT retrospectively if all items on the invoice are deductible. If there are deductible and non-deductible items on the invoice, the VAT cannot be refunded. The total value of the delivery including VAT must exceed 50 €.