FAQ | Standert Bicycles
  • Where can I buy Standert bikes?

  • Standert Bicycles are available online at standert.de and in our showroom in Berlin.



    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.

 


  • How do I place an order?

  • 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. For example with bikes you can choose different wheelsets or add things like bottle cages to your bike build.



    Can I customize my Standert Bike?

  • Standert bikes are shipped as described with components based on model and size. We cannot change any of the components on each model, the specifications are fixed. The only customization possible is what is offered as upgrade options on each product page.
  •  
  • If you would like a different stem length or bar width, please add a note in the comments during check out.
  •  
  •  
  •  
  • I live outside the EU, can I order without German VAT?

  • If you live in a country outside of the European Union, you can order without paying Germany taxes. Just select the country you are ordering from and taxes will be deducted at checkout.

  • We cannot provide any information regarding import duties in your country, you are responsible for any duties that may be charged.



  • I want to order a complete bike, but I cannot find my country of delivery.

  • Currently we can only deliver complete bikes within Europe for a set cost. If you would like a complete bike delivered outside the EU, please contact us for an individual shipping quote.

 

  • What happens once I have placed 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 could incur a processing fee.

  • You will 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 in touch as soon as possible.

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

 

What I want to order is out of stock, how often do you restock your frames?
 
We aim to restock our frames twice a year, or every 6 months. We typically do one restock of a particular colourway before making new designs. Which means you two chances to get your dream bike.
  • How much does shipping cost?

  • Shipping costs depend on the product and destination and will be applied at checkout. Please consult our shipping page for more information.
  •  


  • 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 can take longer due to customs, unfortunately we cannot guarantee exact delivery times in this case.



  • 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 no longer have control over delivery. You can use the tracking number provided to you to follow the progress of your shipment.
  • For complete bikes we ship using Logwin Logistics. It’s a requirement to provide a telephone number so the courier can coordinate delivery with you.
  •  
  •  
  1. How will my bike ship?

  2. We ship your bike fully assembled in a protective full carton. All you have to do is set the handlebar straight. Please have a look at our 'How will I receive my bike' film in the Shipping/Returns section.

 


  1. My packet arrived damaged, what do I do?

  2. 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.

  3. 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.
  4. Please send photos of the damaged item, any damaged packaging, and the shipping label to shop@standert.de.
  1. What payment methods does the shop offer?

  2. Accepted payment methods include Paypal, Visa, Mastercard, Klarna SOFORT, Amazon Payments, bank transfer and payment upon pickup in our showroom.

  3. For our German customers, we also offer bike leasing services such as JobRad, Mein Dienstrad and Business Bike.
  4. For information on JobRad visit www.jobrad.org
  5. For information on Mein Dienstrad visit www.mein-dienstrad.de
  6. For information on Business Bike visit www.businessbike.de
  1. I cannot find the option to pay through bike leasing, can I do this online?

  2. Bike leasing isn’t available online at this point, if you would like to purchase a bike through JobRad, Mein Dienstrad or Business Bike, please send your order to shop@standert.de



  4. Does Standert offer Financing, or can I pay for my order in instalments?
  5.  
  6. Unfortunately at this time Standert does not offer this service.
  • 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.



  • How do I return an order?

  • Please refer to our Shipping and Returns page for more information before returning an item.
  • 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.



  • What's your warranty Policy? 

  • Please refer to our Warranty section on how to make a warranty claim.