FAQ

Before ordering

1) I have a question about a product, who do I contact?

We have e bike experts on stand by for you via email (service(at)vansprint(dot)co(dot)uk). Visit the Contact us page for more information

2) How do I know what size bike I should buy?

The size depends on the type of bike as well as on your own height. For example, mountain bikes you should buy at a smaller frame size than you would a road bike. Take a look at our bike size guide to see what size bike is right for you.

3) How do I book a test drive?

A test drive is not possible in your country but you can return your item free of charge if it doesn't fit. Further information can be found on this page.

4) Can I specify special requests during the order process?

Yes, during checkout you'll find a comment field where you can let us know about special requests such as bike customizations, a preferred shipping date, or a specific delivery day.

5) How can I finance an e-bike?

Please contact us at service(at)vansprint(dot)co(dot)uk. Our service members will be happy to discuss the possible options with you.

6) How much does shipping cost?

For a cart value below £500, we charge £19.99 for shipping. Everything above that is £75.00.

The only exception is cargo bikes, for which fixed shipping costs of £199 apply, regardless of the bike's price.

7) Is the bike I want available immediately?

You can see whether the bike you want is available immediately by looking at the markings on the product page. A green dot means your bike is in stock and can be shipped immediately. An orange dot means that it is an order item. A shipping time will be specified.

The shipping time is an estimated date. There may be delays or earlier delivery due to unforeseen changes.

8) What do the different shipping methods mean?

Basic check: For everyone who wants to receive their order quickly. Here, our workshop only checks what is necessary to ensure faster shipping.

Complete inspection: Our workshop team will fully check your order in advance. Please note that this may extend shipping by a few days.

9) Do we also deliver to Switzerland?

We also deliver to Switzerland. Please register as a customer as normal with your Swiss billing and delivery address. You will then see all prices net.

Shipping costs to Switzerland are €200.00 net. Please note that you are responsible for paying Swiss VAT and any applicable import fees.

You also have the option of having your order delivered to a German address and exporting it yourself. When exporting, please have the export certificate stamped download here and send it to us. If we receive the stamped document from you, we can refund you the German VAT.

After order placement

1) When will I receive my order?

• You can see an estimated shipping date in your customer account. You will receive automatic updates via email if the estimated shipping date changes.
• The shipping company will contact you to arrange a delivery date.

2) Can I change the delivery address after shipping?

• Once your goods have been shipped, the delivery address can no longer be changed. If you change the address yourself when contacting the shipping company regarding the delivery date, additional costs will be incurred, which we will have to invoice you for.
• If you are not present on the delivery date agreed with the shipping company, the shipping company will arrange a new date with you. The recipient of the goods bears the costs for a second delivery attempt.

3) What condition is the bike delivered in?

Your bike comes mostly pre-assembled. This also depends on your chosen shipping method. Some final assembly is your responsibility and depends on the type of bike. The pedals must be screwed in and the handlebars must be straightened. It may also be necessary to use the front wheel.
You should - actually before every trip - check the tire pressure and all screw connections, as well as the gears and the brakes.

4) How can I change an order I have already placed?

Did you order the wrong size or color? Please use our online form to request an order change. We will take care of changing your order immediately.

5) How can I track the shipment?

As soon as your order has been shipped, you will receive a tracking link by email to the email address you used to register with us. Please also check your spam folder first before contacting our team.

6) How do I cancel my order?

If you would like to cancel your order, please use our online form to submit a ticket. Here you also have the option to have the order changed if you have ordered the wrong item.

7) Delivery takes too long

Please contact our service team or use our online form. Cancellation due to longer delivery times is not always necessary. We would be happy to see if we can expedite shipping for you or if we can offer you other options.

After order receipt

1) My bike arrived damaged

We are sorry that the delivery was not to your satisfaction. Please report any transport damage within two days of receiving the goods using our online form. Our team will contact you to find a solution together.

Please note that transport damage reported after the deadline can no longer be taken into account.

2) My bike has different components than in the picture on the website?

Due to global delivery bottlenecks, individual components of our products may be adjusted by the manufacturer to ensure availability. In addition, minimal color deviations due to the display are possible. VanSprint has no influence on this. An exchange or a price reduction is therefore not possible./p>

3) Where can I go if I need service or maintenance?

Maintenance can be carried out at any bicycle workshop.

4) Guarantee and warranty claims

Please report all guarantee and warranty claims without exception using our online form. Our team will take care of the processing as soon as possible.

Please note that processing times may take longer, especially in the summer months. We ask that you only open one ticket so that the processing time for all customers is not unnecessarily extended. We promise you that we will take care of it.

5) How can I return an item?

After you have received your order, you have 14 days to return the ordered item. Please use our online form to submit a ticket.

Please also note our conditions for returns.

Leasing

1) How does bike leasing work?

There is no option for you to lease a bike from us in your country.

If you still have any questions, please contact our team at service(at)vansprint(dot)co(dot)uk.