We hope that our FAQs provide answers to most of your questions! However, if you still have doubts, please click the contact form icon below to get directly in touch with our service team.
Haven't found a suitable answer in our FAQs? Our customer service team will be happy to help you!
You can reach us in the following ways:
- Contact form: The fastest way is 24/7 via our contact form on the service page.
- Email: Write us an email at info@bike-components.de.
- Appointment Booking Tool: Do you need expert advice or our help elsewhere? Book an appointment now with one of our Bike Buddies via our appointment booking tool. We will call you at the desired time. You can only book appointments for the next 7 days in advance. New appointments are released every morning – so it's worth checking back regularly.
Please note: Phone appointments are available in English or German only.
Our team will process your request as quickly as possible.
For selected brands, we offer a special size advisory in our online store. With this service, you can easily find out which size is right for you.
You can find our Online Size Advisory here.
If you are still unsure about the right size, you can also ask for individual size advice from us. It's best to use our Contact Form.
For a personal complete bike consultation, the best way to reach us is via our callback service. You can already provide us with key information in advance – such as your intended use, preferred brands or desired components. Our complete bike specialists will get back to you as soon as possible to offer you individual advice.
In addition to the pre-configured bikes on our website, we can also build any frame from our range into your custom dream bike.
Please note: Callback appointments are available in English or German only.
For manufacturers that we do not carry in our range, we often lack the technical data to make 100% statements.
Nevertheless, many standards are the same and compatible so that we can find the right and suitable part for you with the necessary information. Therefore, please provide us with as much information as possible with your inquiry. In most cases, this can also be found on the manufacturer's website or in the operating instructions.
Yes, we are currently testing our AI-powered chatbot B1C1, which can quickly help you with many issues – for example, with product searches, help with selecting suitable components, or general questions about our product range.
Currently, the chatbot is only available to some registered users. We are working to offer you uncomplicated and quick help directly on our website at any time – whenever you need it.
You can reach us by email at info@bike-components.de. We strive to answer your inquiry within 1–3 working days. During peak times (e.g., in spring/summer), it may occasionally take a little longer.
You don’t need to log in with a registered account to complete your purchase. To order as a guest, go to your shopping cart, click “go to checkout” and then select the “guest order” tab. There, you simply enter your information and complete the order.
The only way to place an order with us is through our online shop. This allows your order to be processed and shipped as quickly as possible.
Additionally, you can immediately access all information on sizes, colors, and delivery status with availability, as well as check your address and payment information again before placing the order.
Unfortunately, we can't make any changes to your order after it's been placed. As soon as an order is submitted, it's immediately sent to our logistics system for processing. This ensures that we can handle your order quickly and ship it out as soon as possible.
We appreciate your understanding.
There is usually no minimum order value with us. You can order any small part from us at no extra cost.
However, shipping to the UK is an exception - here the minimum order value is €165.
Canceling your order isn't possible either, since it's immediately processed in our logistics system upon receipt to guarantee swift handling and shipping.
If you decide you don't want to keep some items or the entire order, you can simply use our returns function on our website to send them back to us.
If you were logged in with your online account when placing the order, you can view your order history at any time in the Log-In area. You can find it under My Account the section All Orders.
Orders placed as a guest, via PayPal Express, or Amazon Pay are not directly shown in your customer account. However, you also have the option to call up a Order Overview to check the status of the order, leave a review for the item, or initiate a complaint or return.
Customers from within the European Union will always be charged the value added tax (VAT) of the selected delivery country. In accordance with EU trade law, bike-components is required to collect the VAT of the destination country and forward it to the respective national taxing authority.
Customers from outside the European Union are exempt from paying EU VAT.
When you first open our page, all prices are displayed with 19% German value added tax (VAT). Once you log in or change your delivery country, VAT rates are adapted according to the destination.
Customers from within the European Union will always be charged the VAT of the selected delivery country. In accordance with EU trade law, bike-components is required to collect the VAT of the destination country and forward it to the respective national taxing authority.
Customers from outside the European Union are exempt from paying EU VAT.
You will receive our digital gift voucher by e-mail as a PDF immediately after your purchase - ideal for spontaneous gift ideas.
After purchase, you can also access and download the digital voucher in the self-service area. To do this, call up the order with the voucher in your customer profile under ‘All Orders’.
Orders that you placed as a guest or paid for via PayPal Express or Amazon Pay are not shown directly in your regular customer account. However, you can call up the ‘Order Overview‘ for guest customers here to download your digital voucher.
You can access your invoice at any time in your customer account. Just go to “My Account” and click on “View All Orders”. There you'll find a list of your past orders. Select the order you want to download the invoice for as a PDF.
If you placed an order as a guest, you can check the guest order management. Here you can also download the invoice as a PDF, check the order status, review items, or initiate a complaint or return.
If you can't find the invoice, please contact our customer service.
No, a telephone order is unfortunately not possible. Please use our online shop to place orders. Here you will find an overview of all available payment methods.
You can find all our offered payment methods on our Payment Methods page.
A subsequent change of the payment method is not possible.
We have deliberately not put our bank details on the page, as your order is checked first. The bank transfer details will be sent to you in a second confirmation email as soon as your order has been transferred to our internal system.
To limit the amount of order-related e-mails, we do not send a separate notification when the payment has been processed. You will however be notified once your order has been shipped.
Voucher codes can be entered in the last step of the order process. You will find the corresponding field "Redeem Code" in the lower section of the "Check & Submit" page.
As soon as you click on "redeem," the voucher value is directly deducted. If the total amount of the order is less than the value of the voucher, the remaining value can be redeemed on the next order with the identical code.
Several voucher codes can be applied to one order. These must be "redeemed" individually one after the other.
Please note, however, that only one "Partner Voucher" (e.g., from a subscription, event, or similar) can be redeemed per order.
For the refund, we always use the payment method you used for your order. In the case of a cancellation, the refund is usually made within a few working days after confirmation of the cancellation. In the case of a return, we will refund the amount after successful inspection and processing of your return, which can take up to 14 working days depending on the volume.
Please note: Depending on the payment provider (e.g., credit card, PayPal, Klarna), there may be additional delays in crediting your account, which we cannot influence.
At your request, we can add your telephone number to the delivery address on the shipping label. Please enter your telephone number in the "Additional" field in the delivery address.
Yes, you can have your order delivered directly to a DHL Packstation or post office – even without a DHL customer account. As one of the first online shops in Germany, we offer you the option to use the Packstation service without registering with DHL.
You can choose from over 15,000 Packstations or post offices across Germany. Find a suitable location near you at DHL Finder | DHL .
As soon as your parcel has been placed in the Packstation or post office, you will receive an email from DHL with your personal pickup code. How you collect your parcel depends on the type of Packstation:
At stations with a display, scan the barcode from the email or enter the code manually.
At stations without a display, click "Pick up now" in the email. You will be redirected to the Post & DHL app, which will guide you through the process step by step.
The pickup code is sent to you automatically via email once your parcel is ready.
For Packstations with a display, use the barcode or manually enter the code.
For those without a display, access is only possible via the app.
If you already have a DHL customer account, you can continue using your personal number when addressing your parcel and enjoy all your usual benefits – including shipment tracking and bonus points. Of course, you can also use the new delivery option without an account, but in that case, you won’t earn any bonus points.
We currently do not offer free shipping. The shipping costs depend on the delivery country and the package weight and are transparently displayed in the shopping cart and at the checkout.
You can find an overview of all shipping costs in our shipping cost table.
In principle, we only ship items that are directly available and in stock. However, in rare exceptional cases, partial deliveries may occur.
Should that be the case, we will of course cover the additional shipping costs. So you don't have to worry about anything.
No, at the moment shipping to the USA is unfortunately not possible. Due to new import regulations, DHL and other European postal service providers have temporarily suspended postal shipping to the USA. As soon as this changes, you will find out directly in our shop.
If an item is marked as "in stock" with us, it means that it is physically in our warehouse in Würselen and is generally ready for immediate shipment.
The estimated shipping time – i.e., the period until we hand over your goods to the shipping service provider – is displayed directly on the product detail page. This can vary slightly depending on the product, order volume, and selected payment method.
You can find more detailed information on shipping duration, service providers, and delivery times – also for international shipping or complete bicycles – clearly on our shipping page.
The estimated delivery time for your order is displayed directly on the respective product detail page – usually under or next to the price.
A distinction is made here between shipping time and delivery time:
- The shipping time describes the period we need to make your order ready for shipment and hand it over to the shipping service provider. This depends, for example, on the availability of the item ("in stock" or "available in x days") and the payment method.
- The delivery time begins after we have handed over the goods to the shipping service provider and depends on the destination country, the shipping service provider, and possibly the shipping method (standard, express, etc.).
If you order several items, the estimated delivery time is based on the item with the longest availability. You can find more information – e.g., on delivery times to specific countries or for bicycle orders – on our shipping page.
The shipping costs depend on your delivery country and the items you purchase. Bulky items, such as frames, wheels or trainers, are generally more expensive to ship.
Unfortunately, a subsequent change of the delivery address is not possible. As soon as an order is placed, it is transmitted directly to our logistics system for processing to ensure fast handling and delivery.
We appreciate your understanding.
For deliveries to non-EU countries, we immediately deduct the German VAT. However, additional customs duties, taxes, and fees are incurred upon importation into the delivery country. These are not paid by us but must be paid on-site. You can get more information about this from the customs authority of your delivery country and in the shipping tab "Terms of delivery outside the EU".
For deliveries to Switzerland, we already calculate the Swiss VAT in the checkout (currently 8.1% standard rate or 2.6% reduced rate). So you see the final price including all taxes – without additional payments upon delivery.
We handle the customs clearance completely for you. There are no further customs fees or processing fees for importation.
You can find the shipping costs for deliveries to Switzerland in our shipping cost table.
As soon as we ship your order, you will receive a shipping confirmation by email. In it, you will find a link to the shipment tracking, with which you can check the current status of your delivery at any time.
Should the delivery be unexpectedly delayed or an item not be available as originally stated, we will of course inform you immediately by email. This way you always stay up to date.
As soon as your order is fully paid and all items are in stock, it will be shipped immediately. Once your order has been packed, we will automatically send an email with the tracking number.
Please note, however, that not every listed item is permanently in stock and may need to be ordered from the supplier for you after we receive your order. Therefore, the respective delivery status is explicitly marked on each item page. You will find more details about this in the confirmation email.
You can find more information on processing and shipping times under the shipping tab.
If you have received different goods than the ones you ordered, please contact us briefly. You can find all information on how to reach us under Service. Together we will find a suitable solution.
If goods delivered by us should arrive damaged, please inform us immediately. The best way to do this is to reply to the dispatch email or the order confirmation. Briefly describe the defect and attach 1-2 pictures of the defect. We will then offer you a solution as quickly as possible.
If the package already shows visible damage upon delivery, it is best to refuse acceptance or to open the shipment in the presence of the delivery person.
We primarily ship your order with DHL and DHL Freight (forwarding agency). To ensure a fast and reliable delivery, we also use other shipping service providers if necessary.
The choice of service provider is made during the shipping preparation and depends on the package size, weight, and destination region. An individual selection of the shipping service provider by you is unfortunately not possible at the moment.
You can find more information on processing and shipping times under the Shipping tab.
On the page of each item, the selected delivery country and the corresponding VAT are displayed right below the item price. In the shopping cart, you can find the total VAT below the list of your items.
To change the delivery country, simply click on the underlined country name in either of these views, or log in. The VAT rate and the prices shown on the website will then be adjusted accordingly.
Obvious damage to the package upon delivery must be reported to the sender immediately. Document the damage by taking a few pictures.
It is best to check the respective pages of the shipping service provider to see which deadlines must be met and how the shipping service provider must be notified.
We do not want to leave you alone with the problem, so you can also inform us in parallel, and we will try to help outside of the processing with the sender.
If you were logged in with your online account when placing the order, you can view your order history at any time in the Log-In area. You can find it under My Account the section All Orders.
Orders placed as a guest, via PayPal Express, or Amazon Pay are not directly shown in your customer account. However, you also have the option to call up a Order Overview to check the status of the order, leave a review for the item, or initiate a complaint or return.
You can find your personal data as well as delivery address, billing address, and past orders under My Account.
Your addresses are stored in the Log-In area under My Account and further My Address Book where you can adjust the billing address.
Please note that changes to the shipping address in the online customer account do not apply to ongoing orders. To change the shipping address of an ongoing order, you need to contact us shortly. All information about how to reach us can be found under Contact us.
Your addresses are stored in the Log-In area under My Account and further My Address Book where you can adjust the billing address.
Please note that changes to the billing address in the online customer account do not apply to ongoing orders. To change the billing address of an ongoing order, you need to contact us shortly. All information about how to reach us can be found under Contact us.
You can change your password under My Account. First, you need to log in. Then click on Change Password and follow the instructions.
The cost assumption depends on the reason for the return as well as the country from which the goods are being returned.
In the case of a revocation, the costs of the return are generally to be borne by you.
For customers from Germany and the EU, we are happy to provide a prepaid return label up to two weeks after delivery of the order. This is free of charge for customers from Germany, Belgium, Luxembourg, the Netherlands, and Austria. For all other EU countries, we charge a fee of 5.00 € for the return label due to higher shipping costs, which will be offset against the returned goods. You can get the return label via our Revocation Form.
If you return the goods from a non-EU country, you are responsible for the shipping costs.
If you wish to make use of your 100-day return right after the 14-day revocation period, the shipment will also be at your expense.
For a defective item or a complaint, use the "Complaint" function in the Order Overview in your customer account. Orders placed as a guest, via PayPal Express or Amazon Pay are not directly shown in your regular customer account. However, you also have the option to call up a Order Overview for Guest Orders and initiate the complaint.
To initiate a complaint with us most effectively, use the "Complaint" function in the Order Overview in your customer account.
Orders placed as a guest, via PayPal Express or Amazon Pay are not directly shown in your regular customer account. However, you also have the option to call up a Order Overview for Guest Orders and initiate the complaint.
Please send your return to
bc GmbH
bike-components
Reklamation
Carlo-Schmid-Straße 12
52146 Würselen
Germany
In the case of a recognized complaint, we will refund all costs.
For any queries, please contact retour@bike-components.de.
Unfortunately, direct exchanges with cost compensation are not possible with us. Please return the unwanted item as part of a standard cancellation, e.g., via our returns section. After we receive the return, we will refund the purchase price in the same way you originally paid.
Then simply reorder the item you want in exchange from our shop.
We do not send a separate notification when your return has arrived here. You will however be notified once your return has been processed.
You can view the current processing status in the "Returns" section – either via your customer account or via the "Return a guest order" section.
It’s hard to predict when exactly a warranty claim will be completed by the manufacturer. Ordinarily, processing times between two and six weeks can be expected. Please note that wait times will vary depending on the season, since manufacturers tend to be particularly busy during spring and summer.
Used batteries should never be thrown out with your house waste. They can be returned for disposal free of charge at municipal recycling centres and most retail locations. If you bought batteries through our online store, you can also ship them to us at your own expense. We will then forward them to a proper disposal facility.
Please note that we will only take back batteries of types that we actually have or had in our assortment, and that the return is limited to quantities typical for end users.
To initiate a complaint for a defectively delivered item, simply use the "Complain about item" function in the order overview in your customer account. Please have the following information ready:
- Order number
- Item number or description of the product
- Reason for the return or complaint (e.g., defect, wrong item, does not fit)
- For complaints: if possible, photos showing the defect
As soon as your complaint is registered, you will receive a confirmation by email as well as further information on the process and, if applicable, a return label.
Orders that you have placed as a guest, or paid for via PayPal Express or Amazon Pay, are not shown directly in your regular customer account. However, you also have the option here to call up the order overview for guest orders and initiate your complaint.
If you have any questions, please contact: retour@bike-components.de.
For customers from Germany and the European Union:
After you have contacted us, you will automatically receive a free return label from us.
For customers from other countries:
Please first send the claimed item to us at your own expense. Please use the cheapest shipping method and insure the package for the value of the goods. Also, include a copy of the invoice for the package shipment and provide us with your full bank details (with IBAN and SWIFT). If we recognize the complaint as a warranty or guarantee case, we will refund the shipping costs.
Please send your return to:
bc GmbH
bike-components
Reklamation
Carlo-Schmid-Straße 12
52146 Würselen
Germany
You have the legal right to revoke your purchase contract within 14 days without giving an explicit reason. The revocation period of 14 days starts when you or a third party other than the delivery agent accept the purchased goods. In case of multiple separate deliveries from one order, the period starts upon delivery of the last package or piece of the order.
To initiate the revocation process, you should inform us,
bc GmbH
bike-components
Carlo-Schmid-Str. 12
52146 Würselen
Germany
info@bike-components.de
that you wish to revoke your order. To be legally valid, your revocation must be in written form, i.e. via postal letter, fax or e-mail. For your convenience, we also provide an online revocation form, but its use is not required.
We will confirm your revocation as soon as possible.
In addition to the statutory right of withdrawal of 14 days, we offer you a voluntary right of return of a total of 100 days from receipt of the goods.
Statutory right of withdrawal (14 days):
- You can withdraw from your order within 14 days – without giving reasons.
- Prerequisite: You have only used the goods as is necessary to check the properties and function – i.e., similar to in a retail store (§6 of our GTC).
- We bear the return shipping costs within the EU.
- The refund will be made after receipt and inspection of the return via the same payment method as for the order.
100-day right of return (voluntary):
- Applies in addition to the statutory right of withdrawal.
- The goods must be unused and not mounted.
- A check of the properties (e.g., looking at, touching) is allowed, but not use.
- You bear the return shipping costs yourself.
- After receipt of the return, you will receive the purchase price back.
Please send your return to:
bc GmbH
bike-components
Retour
Carlo-Schmid-Str. 12
52146 Würselen
Germany
Once your return has been received by us, processing usually takes 3–5 working days. You will be informed by email as soon as the return has been checked and completed.
If you have requested a refund, the repayment will be made via the originally selected payment method – usually within a few days after completion of the check.
Please note: During peak times (e.g., during promotions or holidays), there may be occasional delays. If you have any questions, our customer service is always at your disposal.
Note: In the case of a complaint due to a defect, different processing times apply. You can find more information in the FAQ entry: How long will it take until my warranty claim is completed?
After your return has been received and checked by us, we will refund the purchase price to you in the same way you originally paid. The refund is usually made within a few working days after completion of the check.
Please note that a direct exchange with cost settlement is not possible with us. If you want another item, please simply order it again in our shop.
For the return, it is best to use our revocation form to make the process as uncomplicated as possible.
The original packaging is not mandatory for a return under the right of withdrawal. However, please ensure that the goods are packed securely and safely for transport to avoid damage.
The return should be made in a condition that corresponds to an inspection of the goods – undamaged and complete.
If your item was delivered defective or shows a defect during the warranty period, you can submit a complaint to us. Use the "Complain about item" function in your customer account or, if you ordered as a guest, the corresponding order overview for guest orders. Depending on the case, we offer the following solutions:
- Repair of the item, if possible
- Exchange for an equivalent product
- Refund of the purchase price if repair or exchange is not possible
Our customer service supports you throughout the entire process and informs you about the further steps. Please have photos or a precise description of the defect ready for the complaint if possible.
Use Part-Scout – our practical compatibility tool: Simply enter the brand, model, and year of your bicycle, and our system will show you all suitable and compatible components. This way, you can quickly and reliably find the right parts for your bike.
Important: Part-Scout currently only supports MTBs and E-MTBs. If you ride a different bike or are unsure, our customer service will be happy to assist you personally.
You can find technical details on the respective product page in the product description. For additional information, you can contact our customer service.
Yes, for E-bike-specific parts like batteries or motors, you will find notes on compatibility with specific systems and generations in the item descriptions. For a comprehensive overview, we also recommend our service page on component replacement for E-bikes.
If you are unsure about the compatibility of an item, it's best to use our Part-Scout. Our intelligent compatibility tool helps you quickly find the right spare part for your vehicle.
Should you still have questions or need further assistance, you can alternatively use our contact form or arrange a callback appointment with our advisory team. Our experts will be happy to help you. Please note: Callback appointments are available in English or German only.
No, we do not currently operate an open retail store. Our store at Neupforte in Aachen is currently closed, and we are fully concentrating on our core business, online retail.
No, we currently do not offer services such as bicycle repairs, inspections, individual purchase advice, bike fitting, or the on-site installation of accessories.
Our focus is on online retail with a large selection and competent advice via e-mail or telephone. Please note: Callback appointments are available in English or German only.
No, picking up online-ordered items in Aachen or Würselen is not possible at the moment.
We are constantly working to develop our service offerings, but currently, we are focusing entirely on shipping via our online shop.
No, it is not possible to make an appointment for repairs, inspections, or personal on-site consultations, as we unfortunately do not currently offer these services.
If you have questions about our products or would like an individual consultation, you can easily book an appointment for a telephone consultation via our online appointment booking tool. Our colleagues will then take the time for your request and provide competent advice – conveniently over the phone. Please note: Callback appointments are available in English or German only.
No, returns and complaints of online-ordered items are unfortunately not possible on-site at the store.
Please submit your return or complaint via the designated online process. You can find all information about this in the "Returns" tab on the website. Additionally, you will find more helpful tips and answers in our FAQ under the point "Returns & Warranty Claims".
