Ready-to-Ride delivery
15 years of experience
fast shipping

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

How and when can I contact customer service?
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 answer e-mails within 1-2 business days. Please note that our telephone system is located in Germany and international calls may incur charges for you.

Phone: +49 (0) 351 / 795 52 35

I am not getting a reply to my e-mail. What can I do?
Do not worry, we will answer your e-mail. In this case, we kindly ask you to be patient. If you have not received a reply to your email after 3-4 business days, please contact us again. Check your spam folder as well.
Do you offer advice by phone?
If you need help choosing the right spare parts or would like some e-bike advice, please feel free to contact us by phone. Phone: +49 (0) 351 / 795 69 101 (Service hours: Monday: 10 am - 4 pm / Tuesday: 10 am - 3 pm / Wednesday - Friday: 10 am - 2 pm, All service hours refer to Central European Time)
Please note that our telephone system is located in Germany and international calls may incur charges for you.
How can I determine my frame size for e-bikes?
Please use the frame size calculator in our online shop. We will contact you after the purchase to personally check the frame size with you again and adjust it if necessary.
How can I find spare parts that fit my e-bike drive?
We offer spare parts for all common e-bike drives. You can find them in the category "E-bike spare parts" and "E-bike batteries". You can precisely filter the matching parts for your drive. All products in the selected category fit your drive system. Of course, you can also use the "Filter" function on the left side of the website.

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 "Am on vacation from Friday, please ship today!"), as we will check this manually and your order will thus 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, BancContact, KBC/CBC.
My requested item shows the status "Not available". Can I be notified once it is available again?
To do this, 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. In this case, however, 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 website 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?
You can 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 again.
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 you may require with you individually. You will receive a fully assembled e-bike that has been adjusted to your weight and has already been test ridden. You only need to mount or adjust handlebars, saddle and pedals. This is possible even for non-professionals in a few minutes thanks to our illustrated assembly instructions.
Is there a minimum order value?
No, there is not. You can order even 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?
This is the advantage of having a customer account: If you are registered as a customer, you can view your order history at any time under "My Account". In the following cases, orders are not stored in the history: guest orders, payment via Amazon Pay or PayPal Express, telephone or other manual orders that were 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 always be charged. Outside the EU, no VAT will be charged. As soon as you enter a delivery address in the order process, the online shop automatically calculates the VAT of your country of delivery.
Why is the price of my product in the ordering process higher or lower than displayed in the store?
This is related to the taxation depending on the delivery country. As soon as you enter a delivery address in the order process, the online shop automatically calculates the correct VAT of your delivery country. Therefore, the prices in the store vary depending on the delivery country with the corresponding tax rate.
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 to you free of VAT. You then pay the import VAT, any customs duties or customs clearance costs.
Is self-organized export of the goods outside the EU (e.g. Norway, Switzerland) possible?
Yes, if you can provide us with an official export certificate. In this case, please send us this document filled in the original and a copy of our invoice by registered mail. After complete verification by our accounting department, we will refund the VAT and issue a new VAT-free invoice. We will charge a fixed fee of €10.00 for the effort expended.

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.
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.
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