Here to help!
Frequently asked questions and answers

Choose a category:


My account	Return	Delivery	Order	Payment

Order

Choose the topic of your question:

Placing an order

How do I select items to purchase?

Once you’ve selected the colour and size, you can add the desired item to your shopping cart by clicking the “Add to Cart” button.

What if I cannot find the right size?

Unfortunately, the item is out of stock in your size and we won’t get it back in.

What’s in my shopping cart?

The shopping cart provides a summary of the products you wish to purchase and allows you to change the quantity of a particular item. Besides, you can see the total value of the products as well as the estimated delivery time.

I have placed my order. What happens next?

After submitting your order, you will receive an email to inform you that your order has been received. You can check the status of your order by logging in to your account and visiting the “My Orders” section. Please allow up to 10 minutes for your order to show up on your account.
You will receive a shipping confirmation email once your order has shipped. This email contains a link to track the progress of your parcel.

Changing or cancelling an order

How can I change my order?

I’ve ordered the wrong item.

We are really fast at packing your order up. Therefore, we can’t make changes to your order once you’ve placed it. However, if you’ve chosen to pay by bank transfer and haven’t yet sent the payment, you may still be able to cancel your order and place a new one instead. Please get in touch with us to find out whether your order may still be cancelled.

My address has changed.

Once an order is placed, we can’t change the selected delivery address. However, if you’ve chosen to pay by bank transfer and haven’t yet sent the payment, you may still be able to cancel your order and place a new one instead. Please get in touch with us to find out whether your order may still be cancelled. If your order can’t be cancelled, you can refuse the parcel so that it will be returned to us for a full refund.

How do I cancel my order?

We are really fast at processing your order, which is why you can’t stop or cancel the order once it is placed. Please refuse the delivery instead or return the parcel with the pre-paid returns label you can find in our Terms and Conditions. If you’ve chosen to pay by bank transfer or if some of the desired items are on backorder, please contact us.

How can I change my address?

You can update your current billing or delivery address directly in your shopping cart.
You’ve already placed your order, but you prefer to use a different delivery address?

Once an order is placed, we can’t change the selected delivery address. However, if you’ve chosen to pay by bank transfer and haven’t yet sent the payment, you may still be able to cancel your order and place a new one instead. Please get in touch with us to find out whether your order may still be cancelled. If your order can’t be cancelled, you can refuse the parcel so that it will be returned to us for a full refund.

You want your order to be sent to a different country?

If you require your order to be delivered to a different country, please select your desired country by clicking the corresponding flag on top of the page.
Simply log in to your customer account as usual and enter your new address in the shopping cart.

What do I do if the parcel could not be delivered to the desired address?

The parcel is automatically returned us and you will be refunded in full. Please check your address and place a new order by entering the correct address.

How do I set up a customer account?

Registering a ROSE Bikes account with us is quick and easy. Just follow the steps below and you’ll soon be ready to order:

Click the “My Account” icon and click on the register button or follow this link:https://www.rosebikes.com/register.
Please complete all mandatory fields and choose a password with at least 6 characters in length, including capital and small letters, as well as special characters or numbers.
Once you are a registered user, you can sign in with your email address and password.

https://www.rosebikes.com/password/forgotten

My wish list

How can I add an item to my wish list?

To save items of interest for later, click the heart next to the “Make your Choice” or “Add to Cart” button on the product page. Please note that the item won’t be reserved for you when on your wish list.

How do I purchase an item from my wish list?

You can add all items on your wish list directly to your shopping cart to order them. Please note that the items will then be deleted automatically.

How can I remove items from my wish list?

Simply click the black “X” at the top right of the product preview.

Redeeming a voucher

Enter your voucher code in the “Enter Promo Code” box displayed in your shopping cart.
If all conditions are met, the amount will be automatically deducted from the order total.
What if my voucher code is not working?

Please check whether you have entered all letters and numbers correctly so that the code matches exactly and make sure there is no space at the end or beginning of the promo code.
Make sure you’ve reached the minimum order value required.
It may be that your promo code has already been used.

Shipping

When will I receive my order?

All products available will be shipped the next working day. Please note: If you select the “Bank Transfer” payment option, the parcel will only be shipped once we receive the payment.
When completing the “Payment and Delivery Method” information in the shopping cart, you can choose between partial shipments and complete shipments. This is helpful when not all of the ordered products are in stock and you require the available items urgently. The standard shipping option is the delivery of the complete order.
You can check the status of your order by logging in to your account and visiting the “My Orders” section.

I’ve made a mistake with my order, can I change it?

I’ve ordered the wrong item.

We are really fast at packing your order up. Therefore, we can’t make changes to your order once you’ve placed it. However, if you’ve chosen to pay by bank transfer and haven’t yet sent the payment, you may still be able to cancel your order and place a new one instead. Please get in touch with us to find out whether your order may still be cancelled.

My address has changed.

Once an order is placed, we can’t change the selected delivery address. However, if you’ve chosen to pay by bank transfer and haven’t yet sent the payment, you may still be able to cancel your order and place a new one instead. Please get in touch with us to find out whether your order may still be cancelled. If your order can’t be cancelled, you can refuse the parcel so that it will be returned to us for a full refund.

Exchange

How do I exchange my order?

We are not able to accept exchanges of products at this time but can provide a refund for the item/s returned. Please visit our online shop to see whether the item of your choice is still available in the correct size or colour. Thus, you can simply place a new order. Please return your first order. Refunds will be credited to your original method of payment once the goods are received and checked.

What is your return policy?

Please click here for our cancellation policy.

Returns

Unused items may be returned within 4 weeks using the returns form provided with the delivery note and the free returns label you can find online.

How do I return an item?

Pack your items in the original box

Complete the returns form and print off the free returns label. Just mark the items you are returning on the return form that came with your order and use the returns label you can find at https://www.rosebikes.com/termsandconditions to send back your order.

Drop off the parcel
- Drop off the parcel at your nearest DHL/UK Mail drop-off point. You should keep the return receipt until you receive your refund.
Wait for the confirmation email
- We will email you to confirm we have received your return.

How do I create a return label?

Just click here to create and print a return label.

Warranty claims

How can I submit a warranty claim?

We are very sorry that you are not satisfied with your product/s. We’ll be happy to process and resolve your complaint as soon as possible. Please email us and provide us with the following data:

Customer number
Order number
Product code
A short description of the fault and how it occurred
A picture, if possible

https://www.rosebikes.com/services/contact

Refund

When will I receive my refund?

We will email you when we receive your return. Refunds will be credited to your original method of payment once the goods are received and checked.

Why haven’t I received any email confirmation yet?

Please note that we will send you a confirmation email once the goods are checked. If your tracking shows the parcel as delivered but you haven’t yet received a confirmation, please give us another 7 days to process your return.

Why didn’t I get a full refund?

Please check whether you have any outstanding invoices. Any outstanding balance is settled first so that you might only receive a partial refund.

How do I get a refund if I have selected one of the following payment options?

Invoice

When returning an item from your order, we will deduct the refunded amount from the invoice so that you only pay for the products you’ve received.
If you have already sent the money, we will transfer the refunded amount to your bank account. It may take up to 5 working days for the refund to clear into your account. Please note that we’ll need your IBAN and BIC code to process the refund.

Credit card

The money will be refunded to the credit card account of the card we have charged. The refund will show up on your next credit card statement. It may happen that the date of the refund matches the date of the payment on your statement.

Bank transfer

We will transfer the refunded amount to your bank account. It may take up to 5 working days for the refund to clear into your account. Please note that we’ll need your IBAN and BIC code to process the refund.

PayPal

The refunded amount will be credited back to your PayPal account. Please see your PayPal account settings to check whether the money stays on your PayPal account or whether it is withdrawn from your PayPal account to your local bank account.

Gift voucher

The amount will be refunded to your gift card so that you can spend it on your next order.

How do I set up a customer account?

Click the “My Account” icon and click on the “Register” button.
Please complete all mandatory fields and choose a password with at least 6 characters in length, including capital and small letters, as well as special characters or numbers. Once you’re a registered customer, you will be asked to enter your email address and password to sign in to your account.

I forgot my password, what can I do?

https://www.rosebikes.com/password/forgotten

Shipping and Delivery

Choose the topic of your question:

Parcel tracking

You will receive a shipping confirmation email once your order has shipped. This is where you will find the parcel number to track your parcel.
In Europe, standard delivery times are generally between 1-4 working days for standard parcels. However, the delivery of large and heavy parcels may take approx. 2-5 days longer.
Where’s my parcel?

If you are still waiting for your parcel to arrive, please check the tracking site to see if the parcel has been left with a neighbour or if it is waiting at a collection point. If your parcel has the same status for more than 5 days in a row, please get in touch with us.

Can I have my parcel delivered to a different address?

Once an order is placed, we can’t change the selected delivery address. However, if you’ve chosen to pay by bank transfer and haven’t yet sent the payment, you may still be able to cancel your order and place a new one instead. Please get in touch with us to find out whether your order may still be cancelled. If your order can’t be cancelled, you can refuse the parcel so that it will be returned to us for a full refund.

I cannot find my country of delivery

Make sure you are in the right shop. Many European countries have their own shop. Just choose the right flag on top of the page. For all other countries, please visit www.rosebikes.com.

Shipping costs

What are the shipping costs for online orders?

For an overview of the shipping costs, please visit https://www.rosebikes.com/shipping
For free EU returns, please use our pre-paid returns label. You can create and print off the returns label at https://www.rosebikes.com/termsandconditions

Cancellation policy

How can I cancel my order?

Please click here for our cancellation policy.

Returns

How can I return my order?
How do I return an item?

Pack your items in the original box.
Complete the returns form and print off the free returns label. Just mark the items you are returning on the return form that came with your order and use the returns label you can find at https://www.rosebikes.com/termsandconditions to send back your order.
Drop off the parcel.
Drop off the parcel at your nearest DHL/UK Mail drop-off point. You should keep the return receipt until you receive your refund.
Wait for the confirmation email.
We will email you to confirm we have received your return.

How do I create a return label?

here

I’ve received an item I didn’t order.

We are sorry that you have received a wrong item. Please return the item and write on the return form that you didn’t order the product. If the wrong item was delivered instead of another item you ordered, please place a new order for the product you originally wanted to receive. If you have already paid for the item, we will refund the amount once we have received your return.

My parcel arrived damaged.

We are very sorry that your parcel didn’t arrive in perfect condition. Yet, we hope that all items are undamaged and complete.

If there’s only external damage to the packaging and you would like to return an item from your order, you can simply use a different box to send the product/s back to us. Make sure to complete the returns form provided with your order and to use our returns label to benefit from our free EU returns service.

My item has arrived damaged or there is an item missing from my order. What should I do?

If your parcel arrives damaged, please make sure to open it and check the contents while the delivery person waits and directly make a claim for damage.

What if the postman is already gone or if my neighbour accepted the parcel?

Please go to your local DHL store to make a claim for damage.

What happens next?

DHL will get in touch with us and you are welcome to place a new order.

My Customer Account

Choose the topic of your question:

Setting up a customer account

How do I set up a customer account?

Registering a ROSE Bikes account with us is quick and easy. Just follow the steps below and you’ll soon be ready to order: Click the “My Account” icon and click on the register button or follow this link:https://www.rosebikes.com/register. Please complete all mandatory fields and choose a password with at least 6 characters in length, including capital and small letters, as well as special characters or numbers. Once you are a registered user, you can sign in with your email address and password.

I forgot my password, what can I do?

https://www.rosebikes.com/password/forgotten

Login

How do I login?

If you have already registered as a customer, you can click on “My Account” to log in with your email address and password.
Not yet registered? Register as a customer in a few simple steps.
I forgot my password, what can I do? No worries, just click here to reset your password. Click here to request a new one: https://www.rosebikes.com/password/forgotten

Logout

How do I logout?

On your desktop

Hover your mouse over “My Account” to activate a window where you can click on “Sign Out”.

On the mobile website

Click on the little head on top of the page. This will activate the “My Account” menu where you can choose to sign out.

Forgotten password

I forgot my password. What can I do?

No worries, just click here to reset your password: Password forgotten
Enter the email address you’ve registered with. You will receive an email to the registered email address with a password reset link.
Please note that the email may take a few minutes to appear and make sure to also check your spam folder.

Change of personal data

How can I change my personal data?

Access your account by logging in and clicking on “My Details”. This is where you can enter your date of birth and change your password.
If you want to change your address, please just enter the new address in your shopping cart when placing your next order.
To change your email address, please call us at 00 800 22 77 55 55. For reasons of data protection, it is not possible to change your email address online.

Change of address

How can I change my address?

You can update your current billing or delivery address directly in your shopping cart.

Can I change my delivery address after I have placed my order?
Once an order is placed, we can’t change the selected delivery address. However, if you’ve chosen to pay by bank transfer and haven’t yet sent the payment, you may still be able to cancel your order and place a new one instead. Please get in touch with us to find out whether your order may still be cancelled. If your order can’t be cancelled, you can refuse the parcel so that it will be returned to us for a full refund.

Can I have my order sent to a different country?

If you require your order to be delivered to a different country, please select your desired country by clicking the corresponding flag on top of the page.
Simply log in to your customer account as usual and enter your new address in the shopping cart.

What do I do if the parcel could not be delivered to the desired address?

The parcel is automatically returned us and you will be refunded in full. Please check your address and place a new order by entering the correct address.

Delete my customer account

How can I delete my customer account?

Please get in touch with us by email or phone and provide us with your customer number and/or your address, as well as with your registered email address.
We would be grateful, if you could tell us why you want us to delete your account.

We may only delete your account if:

There are no outstanding invoices or refunds
All your orders are completed

New return label

How do I create a return label?

Just click here to create and print a return label.

My orders

Where can I find the details of my orders?

Just sign in and click on “My Orders” to find your order history.
Select an order to see all the details including:

The status of your order
The products you ordered
The selected delivery and billing address
The selected payment method
The order total
The tracking number (provided your order has already been shipped)

I’ve made a mistake with my order, can I change it?

I’ve ordered the wrong item.

We are really fast at packing your order up, which is why we can’t make changes to your order once you’ve placed it. Please just place a new order and return the wrong item/s once you received them.

My address has changed.

Once an order is placed, we can’t change the selected delivery address. However, if you’ve chosen to pay by bank transfer and haven’t yet sent the payment, you may still be able to cancel your order and place a new one instead. Please get in touch with us to find out whether your order may still be cancelled. If your order can’t be cancelled, you can refuse the parcel so that it will be returned to us for a full refund.

My wish list

How can I add an item to my wish list?

To save items of interest for later, click the heart next to the “Make your Choice” or “Add to Cart” button on the product page. Please note that the item won’t be reserved for you when on your wish list.

How do I purchase an item from my wish list?

You can add all items on your wish list directly to your shopping cart to order them. The item(s) will remain on your wish list nevertheless.

How can I remove items from my wish list?

Simply click the black “X” at the top right of the product preview.

How can I sign up for the newsletter?

You want to stay up-to-date? Simply sign up for your newsletter to get information on latest news, special offers and new products.
Click here to sign up now: https://www.rosebikes.com/newsletter
Enter your email address and click on “Sign up now”. You will receive a €2,95 welcome voucher code for your first subscription (minimum spend €200 after all returns)
You will receive a confirmation email to confirm your subscription. Once you’ve confirmed your subscription we are ready to go.

What if I don’t receive any newsletters even though I have subscribed?

Did you click on the link in your confirmation email? Your subscription will only be successful once you click the link in the confirmation email.
Please make sure to check your spam folder.

How do I unsubscribe from the newsletter?

On the bottom of each newsletter you can find a link to unsubscribe.

Returns and Guarantees

Choose the topic of your question:

Returns

Unused items may be returned within 4 weeks using the returns form provided with the delivery note and the free returns label you can find online.

How do I return an item?

Pack your items in the original box

Complete the returns form and print off the free returns label. Just mark the items you are returning on the return form that came with your order and use the returns label you can find at https://www.rosebikes.com/termsandconditions to send back your order.

Drop off the parcel
- Drop off the parcel at your nearest DHL/UK Mail drop-off point. You should keep the return receipt until you receive your refund.
Wait for the confirmation email
- We will email you to confirm we have received your return.

How do I create a return label?

Just click here to create and print a return label.

Warranty claims

How can I submit a warranty claim?

We are very sorry that you are not satisfied with your product/s. We’ll be happy to process and resolve your complaint as soon as possible. Please email us and provide us with the following data:

Customer number
Order number
Product code
A short description of the fault and how it occurred
A picture, if possible

https://www.rosebikes.com/services/contact

Refund

When will I receive my refund?

We will email you when we receive your return. Refunds will be credited to your original method of payment once the goods are received and checked.

Why haven’t I received any email confirmation yet?

Please note that we will send you a confirmation email once the goods are checked. If your tracking shows the parcel as delivered but you haven’t yet received a confirmation, please give us another 7 days to process your return.

Why didn’t I get a full refund?

Please check whether you have any outstanding invoices. Any outstanding balance is settled first so that you might only receive a partial refund.

How do I get a refund if I have selected one of the following payment options?

Invoice

When returning an item from your order, we will deduct the refunded amount from the invoice so that you only pay for the products you’ve received.
If you have already sent the money, we will transfer the refunded amount to your bank account. It may take up to 5 working days for the refund to clear into your account. Please note that we’ll need your IBAN and BIC code to process the refund.

Credit card

The money will be refunded to the credit card account of the card we have charged. The refund will show up on your next credit card statement. It may happen that the date of the refund matches the date of the payment on your statement.

Bank transfer

We will transfer the refunded amount to your bank account. It may take up to 5 working days for the refund to clear into your account. Please note that we’ll need your IBAN and BIC code to process the refund.

PayPal

The refunded amount will be credited back to your PayPal account. Please see your PayPal account settings to check whether the money stays on your PayPal account or whether it is withdrawn from your PayPal account to your local bank account.

Gift voucher

The amount will be refunded to your gift card so that you can spend it on your next order.

4-week return policy

What about the 4-week return policy?

You may return your item/s for any reason within 30 days of receiving them by using our returns label – just make sure the products are unused and don’t show any signs of use. Make sure to not remove any labels from the product. DVDs and books are not returnable. For more information on returns see here!

New return label

How do I create a return label?

Just click here to create and print a return label.

Parcel drop-off

Where can I drop off my parcel?

Drop off the parcel at your nearest DHL/UK Mail drop-off point. You should keep the return receipt until you receive your refund.

Return multiple orders

Can I return multiple orders at the same time?

If you have items from several orders to return to us, simply pack the items in one box. Just make sure to fill out the return slip for each order and put it into the parcel.

Exchange

How can I exchange an item?

We are not able to accept exchanges of products at this time but can provide a refund for the item/s returned. Please visit our online shop to see whether the item of your choice is still available in the correct size or colour. Thus, you can simply place a new order. Please return your first order. Refunds will be credited to your original method of payment once the goods are received and checked.

I’ve received an item I didn’t order.

Cancellation policy

How can I cancel my order?

Please click here for our cancellation policy.

Payment

Choose the topic of your question:

Invoice payment

Can I pay by invoice?

All our customers living in Germany have the option of paying by invoice. The invoice is included with your order and payment is due within 14 days of the invoice date.

Please find below our account details:

What if I return a product?
Only pay for the products you want to keep. Please note, however, that payment is due within 14 days of the invoice date regardless of the 4-week returns period.

I have included the wrong payment reference, now what?

Why can’t I pay by invoice?

We are sorry that we can’t offer you this payment method. As we send the products ahead of payment, we cannot offer this payment method for orders exceeding a certain value or for customers living abroad.

I’ve lost my invoice. What should I do?

Just email us and we’ll send a copy of your invoice to your registered email address.

Bank transfer

How can I pay in advance?

Add all desired products to your shopping cart and choose the payment method “bank transfer” during checkout.
You’ll then receive an email with the invoice amount and the order number.

Important information on money transfers:

Make sure to use your order and customer number as a payment reference.

Please make separate transactions for each order.

Our account details for SEPA payments

EUR Transfers

CHF Transfers

GBP Transfers

PayPal payment

How do I use PayPal to pay?

If you choose to pay by PayPal you will be redirected to PayPal to continue payment.
If you have a PayPal account, you can log in with your account data to make the payment. You want to create a new PayPal account? You can either choose the guest payment option or create a PayPal account to confirm the payment.
It only takes a few minutes for the payment to clear into our account, so that we can process your order straight away.

What happens if I return an item?

If you return an item, the refund will be made to the PayPal account used for payment. Please see your PayPal account settings to check whether the money stays on your PayPal account or whether it is withdrawn from your PayPal account to your local bank account.

Why can’t I choose PayPal payment?

We only offer the PayPal option for products available for immediate dispatch. If one or more items in your cart are currently not in stock, you cannot pay by PayPal.

Credit card payment

How do I pay by credit card?

We accept VISA or MasterCards for online orders.
Please enter your card number, expiration date and the card verification code. Please note that your card needs to be activated for 3D Secure (authentication process through your bank). You are not yet registered with 3D Secure? You are automatically redirected to the website of the card issuing bank to authorize the transaction.
The amount is reserved and will only be debited upon dispatch.
What happens if I return an item?

If you return item/s, the amount will automatically be refunded to your credit card.

Why is my credit card not working?

Have you already registered with 3D Secure? You are automatically redirected to the website of the card issuing bank during checkout to register.
Have you reached your credit card limit? Please contact your bank.

Here to help! Frequently asked questions and answers

Order

Placing an order

Changing or cancelling an order

My wish list

Redeeming a voucher

Shipping

Exchange

What is your return policy?

Returns

Warranty claims

Refund

How do I set up a customer account?

I forgot my password, what can I do?

Shipping and Delivery

Parcel tracking

I cannot find my country of delivery

Shipping costs

Cancellation policy

Returns

I’ve received an item I didn’t order.

My parcel arrived damaged.

My Customer Account

Setting up a customer account

Login

Logout

Forgotten password

Change of personal data

Change of address

Delete my customer account

New return label

My orders

My wish list

Newsletter

Returns and Guarantees

Returns

Warranty claims

Refund

4-week return policy

New return label

Parcel drop-off

Return multiple orders

Exchange

I’ve received an item I didn’t order.

Cancellation policy

Payment

Invoice payment

Bank transfer

PayPal payment

Credit card payment

VERSANDOPTIONEN

RECHTLICHES

Here to help!
Frequently asked questions and answers