Frequently Asked Questions (FAQ)

Welcome to our help section. Here you will find frequently asked questions and answers about ordering, payment and shipping. Your question is not answered here? Please use our contact form and contact our customer service directly.

Questions about customer service and online shop

Our customer service can be reached via email and phone on weekdays (Monday to Friday, except holidays) from 11 am to 6 pm. We usually respond to emails within 1–2 business days. Please note that our telephone system is located in Germany and international calls may incur charges.

Phone: +49 (0)351 795 69 101
E-mail: info@ebike24.com

Don't worry – we will respond to your email. If you haven't received a reply after 3–4 business days, please contact us again. Also, check your spam or junk mail folder.

Yes, if you need help choosing the right spare parts or would like e-bike advice, feel free to contact us by phone.

Phone: +49 (0)351 795 69 101
Service hours (CET):
Monday: 10 am – 4 pm
Tuesday: 10 am – 3 pm
Wednesday – Friday: 10 am – 2 pm

Please note that our telephone system is located in Germany and international calls may incur charges.

Please use our frame size calculator in the online shop. After your purchase, we will contact you to personally confirm and, if necessary, adjust the frame size.

We offer spare parts for all common e-bike drive systems. You can find them in the categories “E-bike spare parts” and “E-bike batteries”. Use the filter function in the shop to display only compatible products for your drive system.

Questions about your order

How can I place an order?

Please use our online shop for this purpose. Your order will then be processed and shipped as soon as possible. If you have any problems, you can always contact our customer service.

How can I check if my order was successful?

Before submitting your order, please check that you have entered your e-mail address correctly and that no typos have been made. After placing your order, you will receive an order confirmation to this e-mail address. Please also check your spam folder.

Can I change my order afterwards?

This is possible in exceptional cases, as long as the order is not yet ready for shipment. Please contact us immediately via our contact form.

I have a very urgent order. Can I speed up the handling and shipping process?

If the goods are in stock, your order is received before 12:00 pm (CET) and you have initiated an immediate payment, the order will usually be shipped on the same day. This does not apply to e-bikes and dangerous goods shipments (e-bike batteries).

Please refrain from messages in the comment field of the order (e.g. "Urgent!" or "On vacation from Friday, please ship today!"), as we will check this manually and your order may be held back.

With the following payment methods, your order can be processed immediately: PayPal, PayPal Express, Amazon Pay, invoice, credit card, debit card, Sofort, Giropay, iDEAL, eps, Przelewy24, Bancontact, KBC/CBC.

My requested item shows the status "Not available". Can I be notified once it is available again?

Use the "Availability Enquiry" feature of our shop. If the desired item is back in stock, you will automatically receive an e-mail to the address you have entered. Please note that the item will not be reserved or pre-ordered for you.

My desired e-bike is not available. What do I do now?

You can view similar available e-bikes directly on the product page of your desired e-bike. Furthermore, you can contact our customer service and receive extensive advice.

What do I need to consider when ordering an e-bike?

Choose the desired e-bike in our online shop, calculate your size with our frame calculator and add the appropriate size to the shopping cart. After purchase, we will contact you within 1–2 business days to coordinate the frame size and other details with you.

Will my e-bike be delivered fully assembled?

Yes. When you buy an e-bike from us, we will coordinate the frame size and any other modifications or components with you individually. You will receive a fully assembled e-bike that has been adjusted to your weight and test ridden. You only need to mount or adjust handlebars, saddle and pedals — this can be done in a few minutes using our illustrated assembly instructions.

Is there a minimum order value?

No, there is not. You can order small parts without extra charge. We offer inexpensive letter service for this purpose.

How do I redeem a voucher?

Enter the voucher code in the shopping cart in the field "Enter voucher code" and confirm the entry. The voucher will be applied directly to the order. Only one voucher can be applied per order.

Can I see my previous orders?

If you have a customer account, you can view your order history at any time under "My Account". Orders are not stored in the history for guest orders, payments via Amazon Pay or PayPal Express, or telephone/manual orders not placed via the online shop.

Which VAT will be charged on my purchase?

For deliveries within the EU, the valid VAT of the country of delivery will be charged. Outside the EU, no VAT will be charged. The online shop automatically calculates the VAT for your delivery country once you enter a delivery address during checkout.

I live outside the EU (e.g. Norway, Switzerland). Which VAT will be charged?

We do not charge VAT outside the EU. The goods will be delivered free of VAT. You are responsible for any import VAT, customs duties or customs clearance costs.

Questions about payment

Which payment options are available for me?

We offer you a variety of ways to pay for your order. You can find an overview of our payment options here.

Can I pay on account?

Payment by invoice is only possible for public administration (e.g. authorities, universities, etc.). An invoice indicating a payment term will be attached to your order. You will have to pay the amount of your order within the time limit, indicating your order number. If you wish to pay by invoice, please contact our customer service.

Do you have a store where I can view or pick up my goods?

eBike24 is an online shop. Our address in Dresden is therefore not suitable for customer visits. For e-bikes we offer store deliveries to our partner Tretmühle in Dresden, Radebeul and Stuttgart. To do this, select "Pick up at a branch" as the delivery method.

Where can I find your bank details?

Our bank details can be found in the footer of the invoice.

Can I change my payment method afterwards?

As long as no payment has been made you can change the payment method. To do so, please contact our customer service.

Will I receive a confirmation as soon as the payment is received?

Yes, you will receive an e-mail upon receipt of payment.

My order has not been shipped yet, but the money has already been withdrawn. Why?

Do not worry, your money is not "gone" and we will not forget to ship your already paid order. The time of payment is currently regardless of the time of shipment. We will inform you about the shipment of the order in a separate e-mail.

Questions about delivery

What shipping methods can I use?

We ship your order as a letter or parcel. Shipping is done by Deutsche Post, DHL, DPD, UPS, trans-o-flex or by freight forwarding (DHL freight, Emons). Some of these shipping methods are only available in Germany.

Can I track my shipment? Where is my package?

As soon as the goods leave our warehouse you will receive a shipping confirmation and tracking by e-mail. Letter shipments within Germany are currently not trackable.

I am not home during the day, can I have my order sent to another address?

You can enter a different delivery address or a parcel store of your choice. E-bike batteries are considered dangerous goods and therefore may not be shipped to parcel stores.

What are the shipping costs?

You can find an overview of the shipping costs here. After specifying your payment method and delivery address in the ordering process, you will receive the exact shipping costs for your address.

Why do I have to pay extra fees when ordering from the USA or outside the EU?

As we are a retailer based in Germany, any shipment outside the European Union goes through customs clearance in the destination country. Local customs authorities may charge import duties, tariffs, taxes (including the local VAT), or handling fees before the parcel can be delivered. Shipments outside the EU are dispatched without charging the local VAT of the destination country. Upon import, the recipient is responsible for paying the local VAT in addition to any applicable customs duties, tariffs, or other fees. These fees are set and collected solely by the government of the receiving country and must be paid by the recipient. We have no control over these charges and do not receive any part of them. If such fees are not paid, the carrier (e.g. UPS) may return the shipment to us. In this case, we are obliged to deduct the incurred return shipping costs, as well as any additional charges billed to us by the carrier, from the refund.

How long will it take for my order to be shipped?

Our promise to you: Your order will be dispatched on the same day from Monday to Friday, if the goods are in stock and you complete the ordering process with an immediate payment before 12:00 PM (CET). Please note that e-bikes and hazardous shipments are excluded. Due to public holidays, there may be delays in shipping. Our team always strives to dispatch your goods as quickly as possible.

For the shipping time of unavailable items, please refer to the item page or the order confirmation. Please also note that only fully paid orders can be shipped (except for purchase on account).

Do you offer partial delivery?

Partial delivery is possible in exceptional cases. Please contact our customer service.

Can I change my shipping address afterwards?

This is possible in exceptional cases, as long as the order is not yet ready for shipment. Please contact us immediately via our contact form.

Fragen zur Retoure

Sie können ihre Bestellung innerhalb von 30 Tagen an uns zurücksenden. Ausgenommen sind Schlüssel und Ketten, welche auf individuellen Kundenwunsch angefertigt wurden. Sie können Ihren Retourenwunsch hier anmelden.

Wir übernehmen die Kosten der Rücksendung für Sie, wenn:

der zurückzusendende Warenwert größer als 40 Euro ist
die Lieferung innerhalb der EU (Europäischen Union) erfolgte

Sie erhalten nach Anmeldung der Retoure, von uns ein kostenloses Rücksende-Etikett per Mail zugeschickt. Dieses können Sie im Anschluss ausdrucken oder in einer Postfiliale per QR-Code ausdrucken lassen. Weitere Informationen können Sie unserer Retourenmail entnehmen.

Einen Umtausch der Ware bieten wir nicht an. Wenn Sie einen Artikel z.B. in einer anderen Größe brauchen, senden Sie bitte den Artikel zur Erstattung an uns zurück und geben Sie in unserem Shop eine neue Bestellung auf.