FAQ

Dear customer,

we inform you that due to the summer holidays, our customer service and accounting department will remain closed until the 20.08.2017. All the refunds will be done after this date. In addition, the majority of our suppliers close their customer services as well over the summer, so warranty claims will not be considered before September.

We will remain available by e-mail to answer all your questions.

The whole RCZ Team wish you happy summer holidays!

The RCZ Team

 

 

In order to well inform you, we have listed below a frequently asked questions list you might ask yourself.

We have assembled information in 4 categories :

 

In order to pay with a credit card, please select PayPal as a payment method, then click on "I do not have an account on PayPal"!

 

PRODUCTS CATALOGUE

  • I have a technical question about a product or products on the site.

Due to the large amount of emails we process daily and for a time saving for you and for us: We invite you first to visit the manufacturer's website available at the paragraph: "brands."
If, despite your visit to the manufacturer's website, questions remain: Please send us an email (or complete the contact form). We will be happy to help you and advise you.

 

  • I want to know the duration and conditions of a guarantee of the products on the site.

All products sold on our site have the “manufacturer” guarantee. In general, this period is 1 year from the date of purchase, except for wear parts (chains, cassettes, brake pads, bearings, cables) that have a 3 month warranty.
However, some situations will void the warranty:


- Poor Settings: tire pressure or fork / shock exceeding the recommended limits, tightening or fixing a component does not meet the recommended tightening torque (eg, seat clamp, stems)
- Misuse or non use of the product for your practice.
- Poor maintenance (components not lubricated, use of high-pressure cleaner, accumulation of external dirt (sludge, debris)
- Damage due to the intervention of the buyer or a repairer on one or more products (brake bleeding, fork / shock)

To learn more about return procedures in guarantee, please visit our paragraph "Service & Returns”

 

  • Are all products shown in your website in your stock?

We can guarantee you that all products in our website are in stock. This is a key element for us to guarantee you best delivery times. If a product is no more in our stock, it won’t appear anymore in our website. As soon as we we are replenished, the product will thus appear again on our website.

  • Is it possible that there are errors concerning product photos or information on a product page?

All the products sold on www.rczbikeshop.com are presented with the utmost care. The photos, descriptions and features are chosen to inform the customer about the product the best possible way. Nevertheless human error can occur or our suppliers may make without having us informed.

Because of the multitude of makes and models we offer and the technical complexity of some products, we advise our visitors to send us an email to  info@rczbikeshop.com for any requests for clarification or advice. The customer remains solely responsible in case a purchased product is not suitable for its needs or conflicts with other items purchased on www.rczbikeshop.com or already in possession of the customer.
In no event shall the responsibility of NBD S.àr.l. be engaged.

  • Is it possible to receive a paper print catalogue?

We have not printed in paper format our products catalogue. We ask our customers to consult our online catalogue directly on our website and use filters (left column) in order to find  items that fit your needs.

  • If I don’t find a product I would like to buy on your website, are you able to perform a special order to one your suppliers?

In general, we can’t perform small specific orders to our suppliers because one of the reasons we are able to offer you attractive prices is the fact that we perform high volume orders to our suppliers in order to guarantee best purchase prices, and so better purchase prices for you too.
All products which are not visible on our website are not available for purchase.

  • Is it possible to book an item without ordering it?

Unfortunately we can’t accept booking wothout ordering because this will disrupt our stock management and our availabilities.

 

ORDER

 

  • Is it possible to order by phone?

For organisational reasons, we don’t accept orders placed by phone. The only one way to order is through our online sales website.

 

  • I have validated and paid my order and I made a mistake in the order. Can I change the order?


If you have validated and paid your order, we receive your order already encoded.
Unfortunately we are unable to intervene and make any modification in any order already coded
So we thank our customers before submitting your order, check carefully the items of the "shopping cart" (number, size, color, etc..), prior to validation.

  • I have validated and paid my order and I made a mistake in the order. I can cancel it?


After validation and payment of your order, we issue the invoice. An order invoiced means that your payment has been registered and your order is under preparation.

Unfortunately an annulation would strongly disturb our organization and would not be admissible.

So we thank our customers before submitting your order, check carefully the items of the "shopping cart" (number, size, color, etc..), prior to validation.

  •  I have validated and paid my order and I forgot to add the discount code. Can you apply it, or can you return me the discount?


If you have validated and paid your order, our logistics department receives the order encoded.
Furthermore, for reasons of transparency, only the customer has the possibility to apply the discount code.
So unfortunately we are not able to intervene and make any changes on an order coded.
We invite you to check carefully your shopping cart before to validation.

 

  • I have just performed an order, and  I receive few hours or days after a special offer by mail which includes items I have ordered but with more interresting price. Will you refund the difference?

We can’t grant you retroactive refund on our special prices. The order price correspond to the price for each item at a given time. We often send you emails with our special offers valid for a specific period, and you are so advised to take this opportunity to buy products you need during this specific validity period.

  •  When I validated my order, I opted to pay by bank transfer. I changed my mind and I wish to pay by credit card. How to proceed?


You simply send us an E-mail (or use the contact form) and tell us your order number. Upon receipt of your message, we will cancel your initial order and will confirm this by e-mail. Then you have just to put a new order and select the desired payment method.

 

  •  I ordered on the site and I want to know the delivery time

If you have chosen the payment by credit card:

 The deadline for the reception of your order depends on your choice of delivery method:

- Point Relais Delivery:
The average delivery time is 4 to 6 business days  from the time the package has left our facilities and collected by Global Relay.
Your point relay will notify you by email when the package is available.

Packets collection by Global Relay takes place every working day (except Monday), so all orders validated on our website from Friday to Monday will be collected by Mondial Relay the following Tuesday.

- Home delivery by Colissimo or UPS:
The average delivery time is 2 to 4 working days for Europe (for countries outside of Europe 6-10 working days) from the time the package has left our facilities and collected by the carrier .

 

If you have chosen to pay by bank transfer:
- Please note the management time for each bank.
It should be an average of 2 working days after your transfer (if your account is in Luxembourg)
And an average of 4 working days if it is an international transfer.
- Your order will be processed as soon as our bank will confirm the reception of your payment.


The deadline for the reception of your order depends on your choice of delivery method:

- Point Relais Delivery:
The average delivery time is 4 to 6 business days from the time the package has left our facilities and collected by Global Relay.
Your point relay will notify you by email when the package is available.

Packets collection by Global Relay takes place every working day (except Monday), so all orders validated on our website from Friday to Monday will be collected by Mondial Relay the following Tuesday.

- Home delivery by Colissimo or UPS:
The average delivery time is 2 to 4 working days for Europe (for countries outside of Europe 6-10 working days) from the time the package has left our facilities and collected by the carrier .

 

  • I have placed my order and I would like to know my tracking number.


If you have chosen the payment by credit card:

Your order will be dispatched since our bank confirms the reception of your payment.
Your tracking number will be available in your client account on our website (My orders - View Order - Shipping - tracking number): (http://www.rczbikeshop.com/france/sales/order/shipment/order_id/)
Within 24 hours after your order has been taken by the carrier

 

Exception: If your order has been validated on Friday / Saturday / Sunday, the tracking number will be available by Tuesday night.
 
If you have chosen the payment by bank transfer:

Your order will be dispatched since our bank confirms the reception of your payment.


Your tracking number will be available in your client account on our website (My orders - View Order - Shipping - tracking number): (http://www.rczbikeshop.com/france/sales/order/shipment/order_id/)
Within 24 hours after your order has been taken by the carrier.

Exception: If your order has been validated on Friday / Saturday / Sunday, the tracking number will be available by Tuesday night.

   

  • I made two separate orders, is it possible to join them in one package?


Each order confirmed on the site is assigned to a single bill and has its own shipping number.
The combination of two or more commands in a single shipment is not possible.

 

  • Is it possible to add an item to our order after having paid it?

Unfortunately we can’t accept the addition of an item after payment because this is not compatible with our processes which enable us to be delivered in best times.

 

  • I have already received the order. Due to a change of opinion, I would return one or more products, or the whole order. How should I proceed?

A- If you want to return one or more products of your order, the procedure is as follows:
We have to point out that RCZ does not make product changes, and all returns will be subject to deductions (through  bank transfer, loyalty points or to the card which was used to make the payment)

After receive your order,  you can send us an email (or by the contact form) with the following information:

    - Order number.
    - Product or products that you want to return (with reference).
    - The reason you want to return it.

Once we receive your request, we will send by mail the "return number" and the procedure you have to follow.

To cover the cost of processing your return (return-trip, delivery costs, bank fees, management time by our team, etc), you will have to pay one of the following amounts:

  - 9 Euros for the return of one or more small spare parts (chain, cassette, handlebar ...)
  - 15 Euros for the return of one wheel.
  - 25 Euros for the return of a fork or a pair of wheels.
  - 40 Euros for the return of a painting.
  - 70 Euros for the return of a complete bicycle.


The shipping costs of the returned products are in charge of the customer.

IMPORTANT: All products without return number previously sent by us will be rejected. The returned products are under the responsibility of the costumer. We are not responsible for the deterioration or loss of the order.

Any product incomplete, damaged, or whose original packaging has been damaged will not be exchanged or refunded, and eventual return to the address of the client will be at his charge.

If the product is returned in good conditions, we are committed to reimburse you directly and quickly via  bank transfer, loyalty points or to the card which was used to make the payment (you will see the refund on your next bank statement).

NBD S.àr.l. can not be held responsible for a deterioration in the quality of the products occurred after delivering to the customer.
Any return packages without return number will be refused and we disclaim any responsibility for the package.

 

B-If you wish to return a complete order already shipped, please follow the steps below:

We have to point out that RCZ does not make product changes, and all returns will be subject to deductions (via bank transfer, loyalty points or to the card which was used to make the payment)

After receive your order, you can send us an email (or by the contact form) with the following information: 


                - Order number
                - The product or products you wish to return
                - The reason for the return

Once we receive your request, we will send by mail the "return number" and the procedure you have to follow.

To cover the cost of processing your return (return-trip, delivery costs, bank fees, management time by our team, etc), you will have to pay one of the following amounts:

  -  9 Euros for the return of one or more small spare parts (chain, cassette, handlebar ...)
  - 15 Euros for the return of one wheel.
  - 25 Euros for the return of a fork or a pair of wheels.
  - 40 Euros for the return of a frame.
  - 70 Euros for the return of a complete bike.


IMPORTANT: All products without return number previously sent by us will be rejected. The returned products are under the responsibility of the costumer. We are not responsible for the deterioration or loss of the order.

The shipping costs of the returned products are in charge of the customer.

Moreover: if you decide to reject the order (in the Point Relais or directly to the carrier): please, take note that a charge of 35 Euros will be applied on the return of the product.

 Any product incomplete, damaged, or whose original packaging has been damaged will not be exchanged or refunded, and eventual return to the address of the client will be at his charge.

If the product is returned in good conditions, we are committed to reimburse you directly and quickly via bank transfer, loyalty points or to the card which was used to make the payment (you will see the refund on your next bank statement).

NBD S.àr.l. can not be held responsible for a deterioration in the quality of the products occurred after delivering to the customer.
Any return packages without return number will be refused and we disclaim any responsibility for the package.

 

For questions regarding the shipment of your order and payment, please visit our FAQ section - DELIVERY. You will certainly find the answers to your questions

 

PAYMENT

 

  • I try to place an order with my credit card and I can not access the Paybox payment


It is possible that the page of Paybox is not accessible because of your firewall (Firewall). Please check the setting of the firewall and re-order.

It also happens that because of extraordinary demand, access to the secure page of Paybox is difficult. We invite you to re-order later.
However, if the validation of your credit card payment is not possible, we suggest you repeat the order by choosing payment via bank transfer.

 

  • Could you please guarantee me that online payment is secured on your website?

For the security of your payments, we have made the choice to use Paybox System, the Paybox Services internet payment solution. Paybox System ensure the payment data transfer to your bank with full confidentiality. Indeed, Paybox System use a powerfull  data encryption which ensure the confidentiality of payment information and is under security certifications required by international financial institutions Visa and MasterCard.

 

  • What payment methods do you propose?

We offer our customers two payment methods depending on the delivery country : Payment by credit card (VISA / MasterCard / Maestro) or payment by Bank Transfer.

Following the list of countries we offer both payment options for :

Austria, Bulgary, Cyprus, Czeck Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and Ukraine.

For all other countries we offer solely the payment by Bank Transfer.

We do not accept payments by check.

 

Additional information concerning payments by credit card :

Due to our partnership with Secure Payments Gateway « Paybox » you can pay our bikeparts in complete safety.

On the payment page you will have 15 minutes time to fill out the payment form and confirm your payment.

Should Paybox inform you that the payment was not successful there could be the following reasons for this error message:

-  Check for typos in the fields cardnumber, the valid through date and the credit card verification code (CVV – on the back of your card). You have 3 times to correct them.

-  Your bank does not accept the payment, maybe because you have or are going to overdraw your monthly limit. In this case you could ask your bank to temporarly lift the limit or choose to pay by Bank Transfer on our website.

-  Your type of creditcard is not supported by our payment system. We accept the following cards : VISA / MasterCard / Maestro.

If a payment did not go through we automatically cancel the order and advise our clients to recreate a new order.

Additional information concerning payment by Bank Transfer :

 Following our bank account details :

IBAN : LU55 0022 1993 3935 8100

BIC : BILLLULL

In order for us to receive your order, please work through the entire checkout tunnel. At the end of it you will confirm your order by clicking the button « Place Order ».

After this step we will send you an email to confirm the reception of your order. From that moment you have 3 days to transfer the money to our account. We will ship the order as soon as we receive the payment.

In case we haven’t heard from you after 8 days please understand that we cancel the order and put the reserved items back in stock.

 IMPORTANT: Please do not forget to mention our Order Number on your Bank Transfer.

Here our coordinates that can be useful when paying via Bank Transfer :

- Our Address

NBD chez Luxroutage
145, rue de Cessange
L-1321 LUXEMBOURG

- Our bank’s address

DEXIA B.I.L.
69, route d'Esch
L-2953 LUXEMBOURG

As soon as we received the money on our account we will ship the parcel. In case we don’t hear from you within 8 days we will need to cancel the order and put the reserved items back in stock. 

Should you still have problems with a payment or any other concern, just send us an email to  info@rczbikeshop.com. Our team is looking forward to help you !

 All orders via bank transfer whch amount exceeds 600€ , must be paid within 3 days otherwise they will be cancelled. We have indeed experienced an increased number of abuses and do not wish our ware to be blocked indefinitely.

DELIVERY

 

  • Is it possible for me to choose to pick up my order directly from your facility?

For organisational reasons, we don’t offer our customer the opportunity to come and pick up their order directly from our facility. We have made the choice to offer you a drop-off points delivery (for countries in which Mondial Relay has developped its network) or door to door delivery. We have decide a very attractive delivery cost policy in order to allow you to receive your orders free of charge from very low orders thresholds.

  • Is it possible for me to choose a delivery time slot?

Organisational constraints of our logistics partners do not allow them to offer you precise delivery time slots.
For France, Luxembourg and Spain, you are advised to take the advantage of our Mondial Relay partner and its wide drop-off points network to pick up your packages if you are not often present at home.
For the other countries, you are adviced to be delivered to your work place or to trust person house who are most present at home if you have this opportunity.
But in any case, our partners who deliver to your home offer several deliveries for the same shipment.

Don’t hesitate to have a look on our « Shipping Cost » section for further information about our different partners.

  • I placed the order some days ago and have not received it yet.


If you think that the delivery time is too long and much more than the delivery time announced (link to delivery delays on the “Order” section).

Moreover, if using the tracking number we provided you, you don’t get satisfactory information, you can send us an email (or fill out a contact form) giving us the following information:

     - Order number.

     - Your contact details of the order

     - Tracking number.

Once we receive your mail, we will do everything to get all the information regarding to the delivery of your order.

 

  • I received my order and I can appreciate that the packaging is damaged or the package is in poor condition.
 

Please always follow the procedures below:
- Report any anomalies to the employee in charge of the Point Relay or point the problem to the driver.
- Make a written complaint on the waybill when you sign it.
- Then let us know about this incident by e-mail (or by completing the contact form) within a maximum of 24 hours after the reception of the package.
All these actions will allow us to turn against the carrier for the claim.
Please note that if any of the procedures mentioned above is not performed, no claim

  • I received my order and when I have opened the package: one or more products arrived defective. What to do?

Please send us an email (or complete the contact form) with the following information:
- The order number
- Photos
- The explanation of the problem.
- Product damaged.

Once we receive your request, we will send by mail the "return number" and the procedure you have to follow.
We are committed to return a product or a refund to you as soon as possible

IMPORTANT: All packages without return number previously sent by us will be rejected. The returned products are under the responsibility of the costumer. We are not responsible for the deterioration or loss of the order.

 

  • I received my package and at the opening: one product or more are not conforming to my order. What to do?

Please send us an email (or complete the contact form) with the following information:
- The order number
- Photos
- The explanation of the problem.
- The product that is wrong.

 

Once we receive your request, we will send by mail the "return number" and the procedure you have to follow.
We are committed to return a product or a refund to you as soon as possible

IMPORTANT: All packages without return number previously sent by us will be rejected. The returned products are under the responsibility of the costumer. We are not responsible for the deterioration or loss of the order.

 

 

If you have not find the correct answer to your question in the list above,please send us your question to info@rczbikeshop.com and we will be pleased to answer you as quick as possible.

MTB yours

RCZ Team