FAQ

At Bobshop you have several possibilities to easily find your article:
1.) use our shop navigation to find the desired categories and shop there or
2.) enter a search term, the name or number of an article in the "Search" field.

You will find information about availability right next to the size indication in the drop-down menu:

Ready for shipping: the article is on stock and can be shipped immediately.
Available on ….: The article can be shipped from the given date – yet, you can order the article now, it will be reserved for you and shipped to you as soon as it arrives in our warehouse.
Sold out: unfortunately, the article is no longer available and will not be delivered to us in the future. Yet it might be interesting to keep an eye on the article, since in some cases articles are returned and the state can change to "available immediately".

If your desired size is not available in the menu then unfortunately your size is not in our product range.

On the right hand side, next to the size selection, you will find the sizing chart. Simply click and determine the correct size according to your measurements.

In addition, please note that there are descriptions of each article which are often useful to know more about size and fit, too.

If you are still not sure which size to choose, we will be happy to assist you: [email protected]

After receiving your order, we will send a confirmation email (order confirmation) detailing the exact order (items, type of payment you have chosen, address, etc.) with your order number.
After having received the order confirmation you can be sure that your order has reached us and is being processed immediately.

The most common reason for a missing confirmation e-mail is an incorrect email address. Perhaps you have mistyped your address or entered a wrong email address?
In rare cases, it could be due to the order process not being correctly finished.

If you haven't received a confirmation email please contact our customer service in any case:

[email protected]

You will automatically be notified of any news about your order by email. As soon as your articles are shipped, we will send you a shipment confirmation with a tracking number and a link for you to track your shipment.

If you have installed a customer account at bobshop, you can access the state of your order any time - simply log in here:

https://www.bobshop.com/en/account

Since it is not possible for you to change your order after it has been placed, we would like to invite you to contact us via chat or email. As long as your articles haven't been shipped, we will be happy to consider your wishes.

Email: [email protected]

Your credit card data including the possible additional authentification towards your bank are encrypted and transmitted via SSL (Secure Socket Layer). This way your data is completely safe with Bobshop.

At bobshop you have the possibility to choose between different types of payment.
Please find all information about types of payment here.

Your credit card might not be authorised for the 3D Secure procedure yet. In this case please contact your bank issuing the credit card.

Please transfer the amount to the following bank account:

Bank: Postbank Karlsruhe
Recipient: Bike o'bello Radsportversand GmbH & Co. KG
IBAN: DE77660100750134125758
BIC: PBNKDEFFXXX

Please enter as subject your order number and, if known, your customer number.

Your creditcard will be charged immediately after placing your order.
As PayPal is the quickest type of payment, the amount will be debited immediately after shipment.

As soon as we receive your payment, your order will be shipped and you will be informed via email.

As long as your order has not been passed on to shipping department, you can change the type of payment.
Please contact our accounting department [email protected]

The shipping costs and delivery times depend on your country and the type of shipment chosen (standard or express).
Click here for exact information.

For delivery outside Germany we use DHL, DPD or FedEx.
Express shipments will be shipped exclusivly with FedEx.

Before you place your order, please get information about the customs regulation for your country!
Possible taxes or customs duties must be borne by you and cannot be reimbursed by us! Shipments to countries outside the EU are exempted from German VAT (19%). When choosing your delivery country, prices will automatically appear without VAT.

If you are not at home when your shipment is delivered, the postman will leave your package with a neighbour and inform you about it by placing a note in your mailbox. If delivery with a neighbour is not possible, usually a second try will take place at a later point in time or the package is stored at a depot (in such a case you would be informed).

If possible, please enter an address where you will be available during the day. Within the ordering process, we therefore give you the possibility of entering a "ship to address" which differs from your home address. For example, you could enter your office address as the ship to address.

You can have your order shipped to a different address. Please choose "different shipping address" in your order process and enter the address there.

As soon as your shipment leaves our premises you will receive a shipment confirmation with a link for tracking.

If you have installed an account at bobshop, you can monitor the status of your orders any time and track your package - simply log in here:

https://www.bobshop.com/en/account

If a product does not meet your expectations, no problem! Unused articles with original labels can conveniently be returned within 30 days of receipt to be reimbursed or exchanged.

Please find all important information concerning returns here.

Please send your return shipment to the following address:

Bike o'bello Radsportversand GmbH & Co. KG
In den Weinäckern 4
69168 Wiesloch
Germany

As soon as we receive your return shipment, we will send you a confirmation email.

We will confirm your incoming return shipment. Within a few days, depending on the type of payment you chose, we will reimburse the amount.
In case of advance payment or cash on delivery we will need your bank account for reimbursement. Please fill in this information on your return slip.

In case of a product, purchased at bobshop, not meeting the usual high quality standards, you can, of course, make a complaint within the statutory period of 24 months.

Please note that to ensure the respection of hygiene we can only accept textiles that have been washed.

Please, include the reason of your complaint in written form on the return slip and place it in the package so we can process your complaint more quickly.

If you have any questions concerning your complaint, please contact our complaint department directly:
Email: [email protected]

You must declare your return as a "return of goods" or "returned goods". Provide proof of this when you check in your parcel, e.g. with freight documents, invoice, etc., and pay any shipping costs incurred. Your returned goods are then exempt from customs duty.

To install a customer account please click the following link:
https://www.bobshop.com/account and fill in all compulsory (*) fields.

After installation you can log in with wour email address and password any time.

We offer a "forgot my password" function.
You will find it under https://www.bobshop.com/account/password

You will receive an email with which you can determine a new password.

If you have installed a customer account, please click the following link:
https://www.bobshop.com/account/profile
There, you can change your email address and password any time.

To subscribe to our newsletter, please click the following link
http://www.bobshop.com/en/newsletter-signup/
and fill in all compulsary (*) fields.

You will then receive an e-mail with which you will have to confirm your subscription.

The Bobshop BobStar membership offers many advantages at Bobshop. BobStar members save 8% on every purchase (exluded are set offers and reduced articles on sale) and benefit from exclusive offers and regular pre-sales. The membership fee is only 7.95 € per year. As a BobStar member, you are also automatically registered for our BobCash program and will receive a cashback bonus of 2% on your shopping cart value with every order. Free shipment within Ireland for standard shipping starting at 30 € merchandiese value after returns. The bobstar membership automatically renews year after year. The membership fee is automatically withdrawn after 12 months from your chosen payment method and you can simply benefit from the exclusive advantages for another year

To become a BobStar member of Bobshop, only a few steps are necessary:

1. Add the membership to your shopping cart - just like you would do with a normal item.
2. Proceed to checkout, complete your order and benefit immediately from an 8% BobStar discount*.
3. Log in with your email address and password the next time you visit Bobshop.
4. Take advantage of all BobStar & BobCash benefits.

Please note: Bobstar membership is valid for 12 months and will automatically renew for another 12 months (chargeable) unless you cancel it at least 14 days prior to the end of the term within your customer account or by notifying our customer service department. For this purpose, currently, we can only offer the credit card payment method for membership.

For further information about BobStar please refer to our terms and conditions: https://www.bobshop.com/en/trading-conditions

*except for set-offers and sales

To cancel your membership, please log in to your Bobshop account with your email address and password up to 14 days before the regular end of your membership. Select "My subscriptions" and then click on "Details" and cancel your bobstar subscription by clicking on "Cancel now". Of course you can also send your cancellation request directly to our customer service ([email protected])
For further information about BobStar please refer to our terms and conditions: https://www.bobshop.com/en/trading-conditions

In this case, please contact our customer service [email protected]. We will be happy to help you.

Yes, at regular intervals there will be exclusive bobstar campaigns and vouchers you will be informed about.

BobCash is the Bobshop Cashback program. Here we offer all our customers the opportunity to collect cash with every purchase. The collected BobCash can be credited to further purchases to reduce the invoice amount.

BobCash is easy to collect with every purchase you make in our online store. You can get BobCash on our complete range of products. Redeeming your BobCash balance will reduce your shopping cart value, which is the basis for the new BobCash calculation.

The BobCash program is simple and logical: For every euro you receive 2 cents cashback. (Example: For a shopping cart value of 100 € you will receive 2 € BobCash credited to your customer account) In case of cent amounts we will of course round up in your favor (e.g. your shopping cart value corresponds to 149,95 € - in this case you will receive 3 € BobCash).

Accumulated bobcash credit will expire 24 months from date of invoice of the respective order.

For every purchase in our store, you will be asked at the end of the checkout process if you wish to redeem your BobCash balance. If you choose the option "Yes" your invoice amount will be reduced by your Bobcash balance. With your new shopping cart value you will collect new BobCash again.

The possibility of a (cash) payout is not possible.

You can view your accumulated balance at any time in your Bobshop customer account. Simply log in with your login data and then click on "My account" and then on "My Benefits"

Yes, we ship to Great Britain

Yes, Brexit-related the minimum order value for shippings to Great Britain is 140 GBP net (total value of goods excluding cost of shipping).

In the course of shipment to delivery address in Great Britain, your orders will be declared to the customs authorities of United Kingdom. The British value added tax and any incurring customs duties and charges shall be borne by you. Please visit https://www.gov.uk/guidance/vat-and-overseas-goods-sold-directly-to-customers-in-the-uk for further details