FAQ – Frequently asked questions

Our business: offering you MTB and road bike spare parts, as well as complete bikes, at very low prices thanks to our private sales. We answer your technical questions based on the information provided by the manufacturers and our suppliers.

Because of the large number of requests we handle every day, and to save time for both you and us, we invite you first to visit the manufacturer's website, available in the “Brands” tab.

If you still have questions after visiting the manufacturer's website, contact us via our Claimlane platform. We will be happy to answer and advise you. Please bear in mind, however, that the information we have is often limited: as products are often offered in private sales, we do not have them in stock to check.

As a small team, we cannot check the weight of products or measure them. That is why we do not provide this information. Nor do we mention the model year of products, unless it is expressly specified by the supplier. Returns related to this information will therefore not be considered a mistake on our part, but a change of mind.

If you are buying clothing or shoes, we advise you to try them on in a shop first and then order them. Sizes can vary between brands: an M from one brand may, for example, correspond to an L from another. The same applies to shoe sizes. RCZ can in no way be held responsible for a wrong size.

The customer remains solely responsible for a purchase that does not suit their needs, or for an item that is incompatible with other items bought on www.rczbikeshop.com or already in their possession.

All products sold on our website are covered by the manufacturer's warranty. It lasts 2 years from the date of purchase, including for so-called wear parts (chain, cassette, brake pads, bearings, cables and housings). Normal wear and tear from use is not covered by the warranty.

Some of the bikes we sell come with a lifetime warranty. It is the customer's responsibility to check with the brand and register their bike online. If the bike is not registered, RCZ cannot be held responsible.

However, some situations void the warranty:

For warranty return procedures, please see our Customer service and returns page.

We offer two types of products:

• products available immediately, marked “In stock” on the product page;
• private sale products, with a lead time of 1 to 5 months shown on the product page.

Items in stock are sent to you as soon as they have been prepared by our logistics department, to give you the best possible delivery times. If a product is no longer available, it becomes invisible on our website. As soon as we are restocked, the product becomes visible again.

Private sale products, with lead times shown on the product page or in the newsletter, are sent once we have received them from our suppliers. The lead times given are estimates and may be shorter or longer than expected.

Our products are spread across 2 stocks: stock 1 (yellow frame) and stock 2 (grey frame). You can order products from both stocks, but please note that your order will be split into two orders (and therefore two sets of shipping costs).

No. Even if your order is split in two, only one discount code can be used for both orders.

No, the delivery address must be the same for both orders. You cannot have one order delivered to one address and the other order to another address. If you choose Mondial Relay delivery for one of the orders, you can however choose the pickup point.

All products sold on www.rczbikeshop.com are presented with the greatest care. However, please note that photos are not contractually binding: please refer to the product description. In addition, human errors may occur, or changes may be made by our suppliers without informing us. The technical information on our product pages is the information provided by our suppliers.

Because of the large number of brands and models we offer and the technical complexity of some products, we advise our visitors to contact us via our Claimlane platform with any request for clarification or advice. The customer remains solely responsible for a purchase that does not suit their needs, or for an item that is incompatible with other items bought on www.rczbikeshop.com or already in their possession.

Under no circumstances can NBD S.à r.l. be held liable.

We do not have a printed version of our product catalogue. We invite our customers to browse our catalogue directly on our website and use the filters (left-hand column) to find the items that suit their needs.

As a general rule, we cannot place small specific orders with our suppliers. Products that are not visible on our website are not available for purchase.

Unfortunately, we cannot accept reservations without an order, as this would disrupt the organisation of our stock and availability.

For organisational reasons, we do not accept orders by phone. Orders can only be placed through our online shop.

Once you have confirmed and paid for your order, our team receives your order form, which is already recorded. Unfortunately, we cannot change a document that has already been recorded.

Please check your order carefully before confirming it.

After your order has been confirmed and paid, we issue your invoice. An invoiced order means that your payment has been recorded and your order is being prepared. We can still cancel your order and refund you, using the payment method chosen when ordering, within 1 to 20 working days.

Once you have confirmed and paid for your order, our team receives your order form, which is already recorded. If you forgot your discount code, we can refund the difference once the order has been shipped.

However, we cannot add loyalty points you forgot to use when ordering, as we cannot change an order that has already been recorded.

In any case, please check your order carefully before confirming it.

We cannot apply our promotional prices retroactively. The price of an order is the price of each item at a given moment. We regularly send you e-mails with promotions valid for a given period: we advise you to take advantage of these promotions to buy the products you need while they are valid.

Simply contact us via our Claimlane platform with your order number. As soon as we receive your message, we will cancel your original order and confirm this by e-mail. You then just need to place a new order with the payment method of your choice.

If you paid by credit card

When you receive your order depends on the delivery method chosen:

If you paid by bank transfer

Please allow for each bank's processing time, which is on average 2 working days after your transfer (if your account is in Luxembourg) and 4 working days for an international transfer.

Your order will be processed as soon as our bank confirms receipt of your transfer. The delivery times are then the same as above.

The lead times given for private sales (on product pages or in newsletters) are added to the standard shipping times mentioned in the previous question. All about our private sales

Once you have confirmed and paid for your order, our team receives your order form, which is already recorded. Each order has a single tracking number: we therefore cannot split an order and create two tracking numbers.

If you paid by credit card: the tracking number will be available in your customer account (My account > My orders) no later than 24 hours after the parcel has been collected by the carrier.
Exception: if your order was confirmed on a Friday, Saturday or Sunday, the tracking number will be available on Tuesday evening.

If you paid by bank transfer: your parcel will be shipped as soon as our bank has confirmed receipt of your payment. The tracking number will then be available in your customer account no later than 24 hours after the parcel has been collected by the carrier (with the same exception for orders confirmed from Friday to Sunday).

Each order confirmed on the website corresponds to a single invoice and has its own shipping number. It is therefore not possible to combine 2 or more orders into a single shipment.

If you change your mind after receiving your parcel, you can send the item(s) concerned back to us within 14 days of the day of receipt.

A. You wish to return one or more products from your order

Please note that we do not exchange products: all returns are refunded (by bank transfer, in loyalty points or to the card used for payment).

After receiving your parcel, please contact us via our Claimlane platform with the following information:

As soon as we receive your request, we will send you the return number and the procedure to follow by e-mail.

Please note that return costs are at your expense.

Any product that is incomplete, damaged or whose original packaging has been damaged will be neither exchanged nor refunded, and any return shipment to the customer will be at their expense.

If the product is returned to us in good condition, we undertake to refund you quickly, by bank transfer or to the card used for payment (you will see the refund on your next bank statement).

NBD S.à r.l. cannot be held responsible for any deterioration in the quality of the products after their delivery to the customer.

Please note that for returns following a change of mind or a mistake on your part, a flat-rate fee will be deducted from your refund by bank transfer or to the card used for payment:

• Return of standard components (chain, cassette, handlebar…)€9
• Return of a single wheel€15
• Return of a fork or a pair of wheels€25
• Return of a frame€40
• Return of a complete MTB€70

B. You wish to return an entire order that has already been shipped

Please note that we do not exchange products: all returns are refunded (by bank transfer, in loyalty points or to the card used for payment).

After receiving your parcel, please contact us via our Claimlane platform with the following information:

As soon as we receive your request, we will send you the return number and the procedure to follow by e-mail.

Please note that return costs are at your expense.

However, if you refuse the parcel (at the pickup point or from the delivery driver), a flat fee of €35 will be deducted from your refund.

Any product that is incomplete, damaged or whose original packaging has been damaged will be neither exchanged nor refunded, and any return shipment to the customer will be at their expense.

If the product is returned to us in good condition, we undertake to refund you quickly by bank transfer (you will see the refund on your next bank statement).

NBD S.à r.l. cannot be held responsible for any deterioration in the quality of the products after their delivery to the customer.

The flat-rate fees indicated above will be deducted from your refund.

For any question about the shipping and payment of your order, please see the Delivery section of this FAQ. You will certainly find the answers to your questions there.

Depending on the country, our customers can pay by card (Visa / Mastercard / Maestro) or by bank transfer.

Here is the list of countries for which we offer payment by card and by bank transfer:

We do not accept payment by cheque, to avoid the additional delays caused by sending, receiving and processing cheques.

Here are our bank details:

For your order to be recorded correctly, please go through the whole checkout process (step 5: order review) and confirm your order. You will then receive an order confirmation e-mail and you will have 3 days to make the transfer and send us proof of payment via our Claimlane platform.

Here is some additional information that may help you make your transfer:

If we have not heard from you 5 days after this 3-day period (i.e. 8 days after the order), we will cancel your order and put the items ordered back in stock.

If, despite these recommendations, you encounter a problem with your payment, contact us via our Claimlane platform. Our team will be happy to help you complete your payment.

For organisational reasons, we do not offer collection of orders from our premises. We have chosen to offer you delivery to a pickup point (in the countries where Mondial Relay has developed its network) or home delivery.

Because of their organisational constraints, our logistics partners cannot offer you precise delivery time slots.

For France, Germany, Spain, the Netherlands and Portugal, we recommend taking advantage of our partner Mondial Relay and its large network of pickup points to collect your parcels if you are often away from home.

For other countries, we recommend having your order delivered to your workplace or to trusted people who are more often at home, if possible.

In any case, our home delivery partners make several delivery attempts.

See our Delivery methods and costs page for more information about our various partners.

If the delivery of your parcel is taking unusually long, exceeds the delivery times given in the Order section, and your tracking number does not give you satisfactory information, contact us via our Claimlane platform with:

As soon as we receive this information, we will do everything we can to obtain the delivery information for your parcel.

Please follow the procedure below:

All these steps will allow us to make a claim against the carrier.

Please contact us via our Claimlane platform with the following information:

As soon as we receive your request, we will send you the return number and the procedure to follow by e-mail. We undertake to send you a replacement product or refund you as soon as possible.

Please contact us via our Claimlane platform with the following information:

As soon as we receive your request, we will send you the return number and the procedure to follow by e-mail. We undertake to send you a replacement product or refund you as soon as possible.