FAQ
Delivery
[[COLLAPSIBLE]]What countries do you ship to?
[[COLLAPSIBLE-OPEN]]Our bikes can be shipped to almost all countries within the EU (except for the European islands) for just €19,95. Unfortunately, we don’t ship outside the EU.
[[COLLAPSIBLE-END]] [[COLLAPSIBLE]]How long will it take to receive my order?
[[COLLAPSIBLE-OPEN]]On average it takes 10 business days, when the items are in stock. Shortly after placing an order you will receive an email confirming that your order has been received and is now being processed. Once we ship your order, you will be provided with a track and trace code via email.
[[COLLAPSIBLE-END]] [[COLLAPSIBLE]]Do you deliver on weekends?
[[COLLAPSIBLE-OPEN]]The kids’ bikes can be delivered on weekends. But due to the size of the package of the adult bikes, DHL cannot deliver those on weekends.
[[COLLAPSIBLE-END]] [[COLLAPSIBLE]]How will I receive my new Veloretti?
[[COLLAPSIBLE-OPEN]]Your new ride will arrive 85% assembled. All you need to do is unpack and mount the kickstand, the saddle, the handlebar, the pedals, the front wheel with the front fender and additional accessories.
[[COLLAPSIBLE-END]] [[COLLAPSIBLE]]Can I pick up my Veloretti?
[[COLLAPSIBLE-OPEN]]Unfortunately, you can’t pick up the bicycle at our brandstore. We only have show models on display and do not sell bicycles directly from our store.
[[COLLAPSIBLE-END]] [[COLLAPSIBLE]]What kind of tools do I need?
[[COLLAPSIBLE-OPEN]]For the assembly of the bikes, you’ll need a set of Allen keys which will be provided by us and a wrench 10 and 15 out of your own toolbox. That’s it!
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Returns
[[COLLAPSIBLE]]How do I make changes or cancel my order?
[[COLLAPSIBLE-OPEN]]There is a small window after you place your order where we are able to make changes. If you need to make any changes, please call us as soon as possible or email us at info@veloretti.com so we can assist you.
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What to do when I received a damaged box?
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Please inspect your package upon arrival. If a shipment arrives with obvious shipping damage, please document the damage by taking photos before inspecting the product inside. If the product is damaged, please contact us within 2 business days and send photos where applicable to service@veloretti.com. Please also save the boxes and packing materials.
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Warranty
[[COLLAPSIBLE]]Do Veloretti bicycles come with a warranty?
[[COLLAPSIBLE-OPEN]]Of course they do, a two-year warranty to be exact. Veloretti frames are warrantied against manufacturing defects for the life of the original owner. Whilst parts and accessories are warranted for two years after purchase. This warranty is non-transferrable and covers only manufacturing defects. Not included: user-incurred damage, unforeseen accidents, and/or everyday wear and tear. Claims under this warranty must be made directly to Veloretti BV.
[[COLLAPSIBLE-END]] [[COLLAPSIBLE]]What if my bicycle is stolen?
[[COLLAPSIBLE-OPEN]]There's no doubt about it that bike thieves suck! Therefore we would like to offer the victims of Veloretti bicycle theft a free AXA-lock with a chain when ordering a new Veloretti. All you have to do is send an email to service@veloretti.com and attach your police report and we'll hook you up.
[[COLLAPSIBLE-END]] [[COLLAPSIBLE]]Do you have spare parts?
[[COLLAPSIBLE-OPEN]]We do sell most of the Veloretti components separately so if you need a spare part send an email to service@veloretti.com. We will help you out and send you an invoice.
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General
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What are the payment options?
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We accept Ideal, Paypal, Credit Card, Bancontact, Sofort Banking, Belfins, KBC/CBC Payment Button, Klarna and international bank transfers. We’re sorry but at this moment we do not accept American Express, Eco-cheques and cash money orders.
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Can I test ride a Veloretti?
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Sure! You are more than welcome in our Brand Store in Amsterdam to test any bike you like.
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What is my frame size?
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Buying the right frame size is important, it makes all the difference with regards to your riding experience. Please see our size chart to find out what frame size would fit you best.
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Can I attach a child's seat onto a Veloretti bicycle?
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Yes, as a proud mother or father it is possible to drive a Veloretti. Children’s seats can be attached both on the front and back of all the Veloretti bicycles (except the Cafechaser model). But if you need any advice don’t hesitate to contact us.
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Where do I find the frame number?
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The frame number of your bike is stamped on the bottom of your bicycle. To find it, flip your bike over and you’ll find it near the kickstand on the left side towards the left crank arm. You may need a flashlight to see the nine characters clearly, as again, it’s not a sticker; the numbers are etched directly into the aluminium frame.
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Where else can I buy a Veloretti Bicycle?
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We sell our products via our own website or brandstore. However conceptstore Made.com (located in Amsterdam) and De Bijenkorf do sell some of our bicycles. If you don’t live near our brandstore, you can always check what the other shops have in stock and drop by.
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Do you work with national bike plan?
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Sure! NFP offers a lot of opportunities for Dutch employers and its employees. Apart from saving money, you will help to improve the environment and keeps you in shape. Curious about the possibilities? Feel free to contact us by sending an email to info@veloretti.com.
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What is your privacy policy?
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Your privacy is important to us and we will never sell and/or share your private information with third parties.
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COVID-19
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Bicycle in stock?
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Due to the COVID-19 conditions, our factory also experiences the necessary limitations with the production of our models. If the model you are looking for is not in stock at that time, it will soon be produced again or is coming soon. The never run out of fashion!
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The bicycle is not in stock, can I order it anyway?
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Yes, to get your hands first on the bike you want, we do sell some of our bikes as a pre-order and we would like to ask you to keep a close eye on the website. Delivery times are indicated and those are often pretty accurate. As soon as a bicycle is back in the warehouse, it will be prepared and shipped a.s.a.p. We think this is the fairest way! You can also register via the "notify me when back in stock" button if you cannot pre-order a bike!
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I would like to know where my delivery is?
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If you have received an order confirmation from us, your order has certainly been received and will be processed normally. We would like to emphasize that it is extremely busy with both us and the carriers, which means that delivery can take longer than usual.
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My Track & Trace (T&T) code indicates the message "not yet received"?
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If you have received a T&T code that is not yet active, rest assured, your package has been prepared by us, but not yet scheduled by the carrier. Both DHL, DPD and PostNL all indicate that the depots are overcrowded and therefore unable to process packages as quickly as usual. But again, it is coming.
If you do not see any changes to your T&T link after five working days, please do not hesitate to contact us again.
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How does the delivery work?
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Your order(s) will still be delivered, but all our partners take into account the hygiene measures drawn up by RIVM. For example, they will keep 1.5 meters away when handing over the bike.
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Can I have my package delivered to a collection point?
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For this we advise you to contact the different points to see whether they accept the format of the package and whether it is open.
Read the frequently asked questions to PostNL or frequently asked questions for DHL about delivery and collection.
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Can I also receive part of my order?
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Yes, this is possible! Our system is set up in such a way that we can split the order on request and already send a part of it. Such as the accessories.
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Is your Brandstore open?
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Our Brandstore is open for you. (Mon-Fri 9:30am till 6:00pm and Saturday from 10:00am till 5:30pm) and with all appropriate precautions:
- Remember to keep a distance of at least 1.5 meters and stay behind the markings we have indicated.
- A maximum of 3 households are allowed in the Brandstore at the same time. We let a maximum of 1 customer inside the workshop.
- When the door is closed, we hope you can enjoy the weather and wait until it's your turn.
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Can I come to the Brandstore for a repair?
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- Yes you can! But please make an appointment, call or email our customer service.
- Are you coming for a repair? Then take the side door on the left at Tweede Jan van der Heijdenstraat and wait for an employee.
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Can I exchange something in the Brandstore?
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You can, but always consult customer service first. Handing something in is always possible, they can then schedule this in and take the necessary precautions to ensure that the exchange can be done as efficiently as possible.
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How does return work?
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You can still return all items within 30 days, if the product is in the original packaging and the product has not been used. After we receive the package we will check it for any damage or missing parts and if everything is ok we will refund you the full amount within 14 days if the product is received in good condition.
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I have returned something, but haven't heard anything yet?
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As with shipping, returning a product may take a little longer and processing it too. If you have not heard something after 10 working days, feel free to contact us via info@veloretti.com
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