Delivery & returns

Everything you need to know about how we ship your order, how to cancel it, and how returns work — for wholesale customers across Europe.

Delivery

  • We work with the vast majority of shipping companies — TNT/FedEx, DPD, DHL, UPS, PostNL, Dachser, DB Schenker, and more. To offer the best shipping prices, we choose the best courier based on weight, volume and destination country. If you have a preferred courier, reach out to us before placing an order and we'll take this into account.
  • Despatch time may vary according to availability, and any guarantees or representations made as to delivery times are limited. This is subject to any delays resulting from postal delays or force majeure, for which we are not responsible.
  • If your delivery address is on the Islands, delivery times may be extended, depending on where your business is located.
  • Deliveries cannot be made to PO Box addresses. We strongly advise against deliveries to hotels or third-party couriers — any order sent this way is entirely at the client's risk. We cannot accept liability for orders that fail to arrive at a hotel or third-party courier, or that are damaged on receipt, though we will always do what we can to help.
  • All shipments outside the EU/Schengen Zone are shipped under Incoterms DAP, meaning the receiver is responsible for all import duties and customs clearance costs. Delivery charges cover shipping costs and insurance only.

Cancellations

  • Orders may be cancelled at any time before they are prepared by our team. Simply visit your account and follow the steps for a full refund. If the item has already been despatched, please see our returns policy below.
  • Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order in writing (except for customised products) within 14 working days, beginning the day after you receive the goods. See our returns policy for guidance on the method and cost of return.

Returns

Bike Provider offers a helpful, hassle-free returns policy — after all, we're here to help you. You're entitled to returns as per Dutch Consumer Law, including the right to cancel your order and return your item within the quoted time frame. Please notify us by email of your intention to return an item, following the steps below.

Not sure which case applies to you? Email orders@bikeprovider.com and we’ll help you out.

14 DAYSUnwanted item / not faulty

If you've changed your mind on your purchase, you have 14 days to return it. Please make sure your return meets the following criteria: products must be in the unused condition you received them in, and in the original box (unmarked) and packaging. If your return adheres to this, email us at orders@bikeprovider.com.

FAULTYFaulty item

If you've received a faulty item, email us at orders@bikeprovider.com with your purchase invoice and pictures or videos describing the fault.

OUR ERRORWrong item

If we've accidentally sent you the wrong item, please contact us and we'll sort it out as quickly as possible.

OTHERNone of the above

If none of the above situations apply to your case, please contact us and we'll help you find the right solution.