Customer service

It may happen that an order does not reach you to your complete satisfaction. If the package or product is damaged and therefore does not meet your expectations, please contact our customer service via service@fietscomfort.nl or call 0315-341558.

Please keep your order number and possibly Have photos of the damage at hand so that we can process the return quickly. After assessment, you must return the package to us in the original packaging. The return shipping costs will then be borne by us and we will provide you with a return label, which you can print out, stick on the package and take to a collection location near you. We will then discuss your bank details by telephone or email, so that the money will be refunded within a maximum of 30 days after receipt of the product.

If you have ordered a product from Fietscomfort but you later discover that the product is not the right size, or that you would have preferred a different color for a particular product, you have the right to return your order. within 14 days. The return shipping costs will then be at your expense.

The following procedure applies at Fietscomfort:

You must always contact us before returning. For quick processing, this must be done in writing or by e-mail.

– You then send us an email with the product description, order number, your name, address and bank account number with which you paid.

– We will discuss with you what you want. If you would like to exchange an item, please return the item undamaged, unused, in the original packaging to us within 14 days of purchase and you must pay the return costs. In consultation and after receiving the returned product, we will send you the correct item.

NB! All exchange products must be in perfect new condition. Products that have already been assembled or used cannot be returned.

Are you not at home when your package is first presented? Then the parcel deliverer offers the package to the neighbors. The recipient will receive a notification stating to which house number the package was delivered. Do you not want the parcel deliverer to deliver the package to the neighbors? Then check ‘home address only’ with your order and we will not deliver it to your immediate neighbors when you are not at home. You can also indicate that you would like to receive your order at a different address than your billing information. Then complete the delivery details form at step 2 in the check-out process.

If delivery to the neighbors is not possible or if you would rather not have the parcel deliverer deliver your package to the neighbors, the parcel deliverer will try a second time at a later time.

The parcel service also delivers on Saturdays. Orders placed and paid for before 4:00 PM on Saturday, Sunday or Monday will be delivered on Tuesday.

After completing your order, you will receive an automatic shipping email with a track & trace number at the end of the day. You can track your shipment using the link in this email via the parcel service’s tracking page.

Do you want to ship to another country? Please contact us for shipping costs.

All products purchased from Fietscomfort have the normal manufacturer’s or supplier’s warranty. Consult the conditions in the product leaflet. If you would like to make use of the warranty scheme because your product is defective and you are entitled to a warranty, please first send us a photo of the product in question. We would also like to receive your order number and a description of the reason why you want to make use of the warranty. You can send this information to service@fietscomfort.nl. We will then contact you on working days between 9:00 AM and 6:00 PM and, if there is a valid reason, we will consult with the factory/supplier. If the manufacturer does not wish to grant the warranty for whatever reason, Fietscomfort will process your request.

If the complaint is justified and the product is not older than 3 months, the shipping costs will be borne by Fietscomfort. Naturally, this does not apply if you deliver the product to us personally. In consultation with the manufacturer/supplier, Fietscomfort determines whether your complaint is eligible for warranty and how we will resolve it with you. The product may then be replaced, or if possible, a repair may be carried out. Any costs that could arise from this due to the defective product are not eligible for reimbursement.