Support - wp005

Order

Why can't I see my guest order in my customer account?

If you have a customer account with us and you have placed your order as a guest, this order will not be displayed in your customer account. Unfortunately, it is also not possible to view this order in your customer account afterwards. We therefore recommend that you log in to your customer account before placing an order so that you have an overview of all your orders afterwards.

An item is currently not available, when will it be available again?

Should an item not be available, we will specify the delivery date according to our supplier. If you do not find a delivery date in the item description, we do not have any further information about the expected delivery date at present.

You have the possibility to use our notification service. You can enter your email address on the item page by using the corresponding button. You will get a notification as soon as the item is available again.

I am ordering from the UK, what do I need to consider?

For customers from Great Britain (except Northern Ireland) there is a minimum order value of 175 GBP incl. shipping costs. Unfortunately, it is currently not possible to ship bicycles and bulky goods to the UK.

I have forgotten to add an item to my order. Can you please add it?

That is not possible for logistical reasons.

We can neither add an item to an existing order nor can we ship an order together with another order.

The forgotten item has to be ordered separately.

I can not find an item in your shop. How can I order it?

You only can order items at our website which are in our product range. It is not possible to order items that are not listed in our product range.

As soon as we add an item to our product range you will find it in our Online shop even if an item is not available at present. In this case you will find a note with the estimated delivery date at the respective item.

If you do not find an item in our product range but you have the opinion we should offer this item you can recommend this item with our “Wish List“. Afterwards we will check if we are able to add this item in our product range. This process can take several weeks from the request to a possible addition to our product range.

Please note that your request will be checked only internally. We can not provide personal feedback about a possible addition because of the high number of requests.

How do I cancel an order?

It is only possible to cancel an order as long as this order is not transferred to logistics.

If you want to cancel an order please do not send any email to us because editing the email and shipping do overlap in many cases.

Please use our contact form, there you will find the item “Cancel” in the selection menu.

Guidance

Can you give me further information about size and fit of clothes and shoes?

Despite our many years of experience it is not possible for us to make binding statements about sizes or fits.

That is mainly because of our constantly changing range. Thus, we can not estimate what fits best to every customer. Some customers like tight clothe while other customers like wide clothes more.

However, we can give advice if products from one brand are more likely small or big compared to another brand.

My carbon frame has an uneven finish, is this a manufacturing defect?

No, it is a common feature of UD carbon that you can see individual carbon layers under the clear coat – each frame is unique due to the manufacturing process by hand and therefore one of a kind. The fibers are arranged in parallel in this manufacturing process, eliminating the need for a specially laid “visible layer” or carbon layer.

Of course, it would be possible to apply an additional top layer of lacquer to achieve a uniform appearance – but the frame would become heavier and lose its unique characteristics. In principle, you can compare it analogously to a “raw finish” for aluminum frames. Here, too, the focus is on the look with traces from production, so the look (as with UD carbon) is different for every bike and bears the signature of the frame builder.

The look is therefore intended and has no technical downsides.

Which frame size do I need?

We provide a frame size calculator. With it, you can calculate the right frame size based on your step length.

Payment

What payment options does bike-biscount offer?

Currently, we offer the following payment options:

Amazon Pay
Credit Card
Financing
Payment in Advance
PayPal

You will find more detailed instructions about every single payment option at our website under Payment Methods.

Warranty / Guarantee / Right of revocation

Guarantee of the brands Radon and Cube

Should a Radon or Cube bike frame break, we will either replace the broken frame completely or the broken frame part (for fullys). We reserve the right to replace the frame or the frame part with a successor model. The prerequisite is normal use of the bike in accordance with the manufacturer’s specifications. Frame breakages caused by external influences (e.g. fall damage) are not covered by the guarantee. Warranty periods apply to the first purchaser.

	Material aluminium	Material carbonium
Radon	6 years	3 years
Cube	6 years	3 years

In the case of frames or frame parts that are replaced within our manufacturer’s guarantee after the statutory warranty period has expired, all additional costs incurred for modifications, shipping or the replacement of parts for reasons of compatibility must be borne by the buyer!

How long is my revocation right?

Your revocation right is 14 days.

This period begins with the delivery of the order.

What warranty do I have?

In general, you have a statutory warranty of 2 years.

This is to ensure that the goods are free of defects of quality and free of defects of title at the time of delivery.

Should there be a defect within the first 2 years you can demand rectification:

Repair
Replacement

Within the first 12 months after delivery of the goods it is assumed that a defect is a concealed defect.

Excluded from this are damages caused by external influences or normal abrasion. After these 12 months, the so-called reversal of the burden of proof takes place.
After the first 12 months you have to proof, that the item had a concealed defect already with the delivery when the defect has occurred afterwards.

My Account

I have forgotten my login information.

Click on My Account in the upper right corner in our Online-Shop and afterwards click on Forgot password?.

Enter the email address by which you are registered here. We will send you a new password to this
E-Mail-Address. You can log in with the new password into your account. There you can create a new individual password for yourself.
Should you have forgotten the email address you used before or should your email address not be valid anymore please register as a new customer. Now you can create a new login name and a new password. Please use this data from now on.

I can not login into my account, what can I do?

Please note that the password is case-sensitive. Enter the password without spaces.

You can not log in into your account despite the correct input of data? Here you have the possibility to have a new password sent to you. With it, you can log in into your customer account and afterwards create a new password according to your wishes.

How can I delete my customer account?

We do not offer automatic account deletion via the customer account in order to protect your personal data.

Account deletion is only done in consultation with customer support.

How can I create an account?

Click on “My Account” in the upper right corner in our Online-Shop and click on the button “Register now!”.
Afterwards please fill out all marked mandatory fields and click on the button “sign up”.
You can also carry out these steps after filling the shopping basket during the ordering process.

How can I change my E-Mail-Address?

You can change your E-Mail-Address in your customer account under the menu item “Personal data“.

The new E-Mail-Address is automatically the login name.

How do I reset my password?

Click on My Account in the upper right corner in our Online-Shop and afterwards click on Forgot password?.

Enter the email address you used when you registered. To this address, we will e-mail you with a link where you can set up a new password.

Returns and Claims

How can I initiate a return/complaint as a guest customer?

Please enclose the completed return form so that we can process your return.

In which cases we will cover the shipping costs of your return, please see the following link:

Do I have to pay the return shipping costs?

Please note that we cannot provide these shipping labels for every country.

Please see the following link for more information:

Do I have to pay the return shipping costs?

Assuming that you use our return package stamp,

we bear the return costs if:

You make a justified complaint within the warranty period.
Further information about the topic guarantee you can find in our FAQ under ‘What warranty do I have?’.

Return items from an order with a return value of €50 or more*
Excluded therefrom are items which are shipped by carrier. These items have to be returned by carrier too and we charge flat rate shipping costs in the amount of € 40.

we do not bear the return costs if:

You return goods on the basis of revocation* and the value of the goods is less than € 50 .
You return the goods on the basis of revocation* which have to be shipped back by carrier. In this case we charge flat rate shipping costs in the amount of € 40.

Can I replace items?

We do not offer a replacement.

If you need an item e.g. in a different size, please send back the item to us for a refund and place a new order via our Online-shop.

Why do we not offer a replacement?

It may take several days until we receive the returned goods. Afterwards we need a certain amount of time for the processing. Often the requested size is sold out in the meantime, and we can not replace the item anymore. By ordering the new item before returning the old item you ensure that you actually receive the new item in the requested size.

I have received a wrong item.

In this case please contact our service team.

Send us a description of the error via our contact form ‘Question about complaint (general)‘.

This will help us to react quickly to this error, and we can prevent further faulty items from being shipped.

Afterwards please send back the goods for replacement or credit.

You will automatically receive a confirmation of receipt with a ticket number to your email, please indicate this ticket number on the return note.

Shipping / Delivery

The package was delivered with a transport damage.

If you have received a damaged or resealed package, we kindly ask for your cooperation so that we can report the issue to the carrier.

Please contact us via our contact form and select the category ‘complaint (general)‘.

Include clear photos of the package (from all sides) and the damaged item, so we can properly file a claim with the respective transport company.

Please let us know whether you would like a replacement of the damaged item or a refund of the purchase amount.

We apologize for the inconvenience, and sincerely thank you for your support.

I have received an incomplete delivery.

We ask all customers to check the package for any damage upon delivery.
Should the parcel be re-glued by the deliverer or show clear damage please refuse acceptance!

The goods are then automatically returned to us. We can then refund the purchase amount or arrange for a new shipment.

If you have already accepted the damaged or glued package we ask for your cooperation so that we can assert our claims against the deliverer.

Every item is scanned during the packing process and for systemic reasons we only ship complete orders. Therefore, goods can only have been lost during delivery.

Therefore, we ask you to send us meaningful photos of the package so that we can complain the delivery to the respective carrier.

We also need a list of the items that were missing in the package. Please let us know if you would like a new shipment (if the items are still in stock) or if you would like a refund.

Where is my package?

In order to keep you informed about the progress of your order, you will receive two further status emails from us after the order confirmation. The first email will be sent by our system after your order has been packed. You will receive the second one during the evening after the parcel has been picked up by the deliverer.

In the second email you will also find the tracking link for tracking your shipment.

In most cases the link will not be activated until the next day, when the package has been processed for the first time in a distribution center.

You will generally find the delivery time for the desired product and your country of delivery displayed with the product. (Please make sure you have selected the correct delivery country.)

Prepayment orders can only be processed after receipt of payment.
Please note the differing delivery times for bicycles. The current delivery time can be found in our online store on the product page of the respective item.

Nevertheless, please plan a longer delivery time for your orders especially if you need the goods e.g. for the holiday start. In individual cases delays may occur with us or with the supplier.

If more than 4-5 working days should elapse after the order/receipt of payment without a dispatch notification, please contact our service via our contact form (question to order (general)).

(Please note that delivery times for bicycles are different. The delivery time is always shown next to the article in our online shop.)

Has my order already been shipped?

In the second email you will also find the tracking link for tracking your shipment.

In most cases the link will not be activated until the next day, when the package has been processed for the first time in a distribution center.

It usually takes 2-3 business days from order to delivery, depending on your chosen country of destination.

Prepayment orders can only be processed after receipt of payment.
Please note the differing delivery times for bicycles. The current delivery time can be found in our online store on the product page of the respective item

Nevertheless, please plan a longer delivery time for your orders especially if you need the goods e.g. for the holiday start. In individual cases delays may occur with us or with the supplier.

If more than 4-5 working days should elapse after the order/receipt of payment without a dispatch notification, please contact our service via our contact form (question to order (general)).

(Please note that delivery times for bicycles are different. The delivery time is always shown next to the article in our online shop.)

What are the shipping costs?

The shipping costs for the respective item are displayed below the item price.

Please note:

• The shipping costs shown for bulky goods refer to one parcel e.g. a transport case. When ordering several bulky goods the shipping costs also increase according to the number of items ordered since several packages must be shipped.

• Our standard shipping rates apply to quantities typical for private households.
For very large orders or particularly bulky items, we will check before dispatch whether shipping is technically and logistically feasible without any issues.
In some cases, we may contact you before shipping to discuss the order together.