FAQ

You've got questions, we've got answers

Ordering

 

Where can I buy Standert bikes?

Standert bikes and frames are available right here at standert.de and at our HUB in Berlin, where you can also book a test ride or a consultation with one of our expert staff. We're also always working on finding great places to pop-up and you can check where we are right now here.

How do I find the right bike for me?

If you need to find the correct size bike, you can consult our comprehensive size guide on each bike product page. If you need further advice, please feel free to phone the showroom +493084519228, or email shop@standert.de.

  • We have most sizes and models available for viewing and testing in our Berlin showroom. To organize a test ride and to check which bikes we have built up, please phone the store or email shop@standert.de to make an appointment.
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How do I place an order online?

Add the desired items to the shopping cart on our online store, choose the model, colour, size and any other specifications for any given product, from road bikes to gravel bikes, bidons to t-shirts. For example with bikes you can choose different wheelsets or add things like bottle cages to your bike build.

Can I customise my Standert?

You sure can! Most our models are available in our unique configurator so you can customise your bike from the groupset right down to the bottle cages.
Some models are available in a fixed specification only and these sadly cannot be customised. If you have any special requests or questions, you can always get in touch at shop@standert.de and we'll everything we can to accomodate you.

I live outside the EU, what happens with VAT/Taxes?

If you live outside the EU, German VAT (value added tax at 19%) will be removed at checkout. Local taxes and duties may apply to your order. This will all be handled directly by our delivery partner DHL. They take care of everything required for your order to clear you local customs and will inform you of any taxes or duties payable, which are paid very easily through a simple link.

All orders within the EU will have the relevant VAT applied.

I want to order a complete bike but there aren't any shipping options for my country.

Currently we can ship framesets and complete bikes to almost anywhere in the world, with just a few exceptions. For example, we are unable to ship complete bikes to USA (framesets are fine). If we are unable to ship to your country with DHL Express, no shipping options will be available when you select your country. If this applies to you, please get in touch with us at shop@standert.de and we may be able to organise a custom quote.
 

What happens once I place my order?

  • You’ll receive an order confirmation shortly afterwards to let you know your order has been received. If you hav made a mistake or want to change something, you will have 48 hours to do so, changes after 48 hours may incur a processing fee.

    We will carefully check every part of your order and contact you if there are any problems. Once confirmed, you will receive a final invoice and payment will be finalised.

  • You will then receive a shipping confirmation and tracking number once your order has been shipped, along with any tracking information.

Can I change or cancel my order?

    • If you ordered the wrong item or made a mistake in your personal information, please contact us within 48 hours of ordering, either in the showroom during opening hours, by email shop@standert.de or by phone on +49 (0)30 28444221 and we will get back as soon as possible.

  • If you want to cancel your order please contact us as soon as possible.

The one I want is out of stock. Do you restock your bikes or frames?

    • For most of our models, we will restock at least once so you get two chances at your dream bike. For limited editions, we do not restock so when they're gone, they're gone for good. You can always get in touch at shop@standert.de if you can't find what you're after and we'd be happy to provide guidance around availability.

Shipping

 

How much does shipping cost?

Shipping costs are calculated live at checkout for every order. As a guide, shipping for complete bikes starts at 80€ within Germany and 125€ outside Germany.
For more information, please consult our Shipping and Delivery page.
 

How long will it take to ship my order?

Shipping times vary depending on the type of product, destination and time of order. During busy periods, delivery times can increase. Please visit our Shipping Info page for more information. Orders outside the EU may take longer due to customs, unfortunately we cannot guarantee exact delivery times in this case.
 
As a guide, it generally takes 1-4 weeks to prepare framesets and bikes for shipment. Delivery is then often only 1-3 days within Germany and 2-5 within Europe, however these timelines are highly dependent on seasonal variability, holidays etc.

Can I choose which day I would like my order delivered?

  • For small parts and framesets we ship using DHL, and once the product has been shipped we generally have no control over delivery. You can use the tracking number provided to you to follow the progress of your shipment.
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  • For complete bikes and framesets, we ship using DHL Express. They provide an in-depth service and you can usually specify particular times for delivery or update your delivery details using DHL on demand. Details and instructions are provided by DHL Express with your tracking details.
 

How will my bike/frame be shipped?

  • Framesets and Complete Bikes are carefully packed in protective cartons by our expert logistics team. For complete bikes, all you have to do is set the handlebar straight and you're good to go.
    For more details about how we pack our bikes, please refer to our Shipping and Delivery page.

My order arrived damaged. What should I do?

  • If your parcel is damaged on the outside, please open it in front of the delivery person to make sure there is no damage to the contents, and if so make a direct claim with the carrier.

  • If the delivery person has already left or the package was delivered to a neighbour, please take photographs of the packet and the outside damage. Open the contents carefully and be sure to take photographs of the inside of the packet and potential damage before removing the contents.

  • Please send photos of the damaged item, any damaged packaging, and the shipping label to shop@standert.de as soon as possible.
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Payment

 

What payment methods does Standert offer?

We offer secure card payments provided by Shopify Payments using Visa, Mastercard, American Express and Maestro.
You can also pay via direct bank transfer, PayPal, Klarna Sofort and EPS-Überweisung (Austria).

Buy-Now-Pay-Later and payment in instalments are available through PayPal and Klarna.

Finance and bike leasing are also available to customers in Germany.
 
Further information about payment can be found on our Payment, Finance and Leasing page.
 

Do you offer bike-leasing?

We offer bike leasing through most of Germany's major operators including JobRad, Mein Dienstrad and Business Bike. Simply select the option your workplace is registered with at checkout and provide any further information in the order comments section.

Bike leasing is available to customers within Germany only and you can find all relevant information on our Bike Leasing page.
 

Does Standert offer finance, instalments or Buy-Now-Pay-Later options?

You can take advantage of Buy-Now-Pay-Later and instalment options through PayPal and Klarna.
We also offer competitive finance through our partner Finance-a-Bike. Further information is available on our Payment, Leasing and Finance page.
 

Returns and Warranty

 

Can I return my order or part of it?

If you wish to return your purchased item, you may do so within 30 days of delivery. All returned items must be in unused, brand new condition. The customer is responsible for the cost of return shipping.

Please get in touch at shop@standert.de to initiate your return.

How do I return an order?

Please first refer to our Returns page to ensure your order qualifies, then get in touch with us at shop@standert.de to begin the process.

When will I receive my refund?

  • If you are eligible for a refund, once the returned order has been received and the items have been checked we will issue a refund to your original method of payment. Except in the case of PayPal payments, we will issue a refund via Bank Transfer.

Does Standert offer warranty on its products?

  • We proudly stand behind all of our products and offer a 2-year warranty with extended guarantee options available. All products sold from other manufacturers come with their respective full warranty (except where noted in certain cases such as demo bikes). Full details of our warranty policy can be found on our Warranty page.

My product is faulty, how do I make a warranty claim?

  • In the unfortunate but unlikely event of a faulty product, the best course of action is to contact us at shop@standert.de and we'll work through it together. You can also submit a warranty claim using the form on our Warranty page.