FAQ

Last updated: Germany

1. How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing:

  • Your tracking number

  • A direct tracking link

  • Carrier information

You can track your shipment anytime via our Order Tracking Page (link provided once available).

Note: Tracking information may take 12–24 hours to update after dispatch.

2. What is your return policy?

We offer a 30-day free return guarantee for all eligible orders within Germany.

To qualify for a return:

  • The item must be unused and in its original packaging

  • All accessories, manuals, and components must be included

  • Proof of purchase is required

Once your return request is approved, we will provide a free prepaid return label.
Refunds are issued to the original payment method after inspection.

3. How long does delivery take?

Delivery times depend on order timing and location:

  • Handling time: 1–2 business days (Monday–Saturday)

  • Transit time: 2–3 business days

  • Total delivery time: 3–5 business days

During peak seasons or public holidays, delivery may take slightly longer.

4. Do you offer international shipping?

At this time, we ship within Germany only.
If EU or international shipping becomes available, this page will be updated.

5. How can I contact customer service?

You can reach our support team anytime via:

📧 Email: contact@CoastCycles.shop

We aim to respond within 24 hours (Monday–Saturday).

6. Are there any shipping fees?

No.
All orders within Germany include free standard tracked shipping with no hidden charges.

7. What payment methods do you accept?

We offer a range of secure payment options, including:

  • Visa, Mastercard, American Express

  • PayPal

  • Apple Pay / Google Pay

  • Shop Pay

  • Other trusted payment methods shown at checkout

All payments are encrypted, and we never store your payment information.

8. Can I change or cancel my order after placing it?

If you need to change or cancel your order, contact us as soon as possible at contact@CoastCycles.shop.

Orders can only be modified or cancelled if they:

  • Have not yet been processed

  • Have not been shipped

Once an order has been dispatched, changes or cancellations are no longer possible.

9. What if my order arrives damaged or defective?

If your item arrives damaged or defective:

  • Contact us within 48 hours of delivery

  • Provide a description of the issue

  • Include clear photos or videos

After verification, we will arrange either a free replacement or a full refund, based on your preference.

10. My tracking number isn’t updating. What should I do?

Tracking updates can take up to 24 hours after dispatch.
If there are no updates after 48 hours, please contact us and we will investigate with the carrier.

11. Do your products come with a warranty?

Yes.
All products include the manufacturer’s warranty, in addition to your statutory 2-year legal warranty under German and EU consumer protection law.

If you experience any issues, contact us and we’ll assist you promptly.

12. Can I change the delivery address after placing my order?

Delivery address changes are only possible before the order is processed.
Once the order has shipped, the delivery address cannot be modified.

Please contact us immediately if you need to update your details.

13. What if I entered the wrong address?

If an incorrect address was provided:

  • Contact us immediately

  • If the order has not shipped, we can correct it

  • If the order has already shipped, we may not be able to intercept the parcel

Returned packages due to incorrect addresses may require additional reshipping steps.

14. Do you offer express or next-day shipping?

Currently, we offer free standard delivery only.
Express or next-day options may be added in the future.

15. Will I receive an invoice?

Yes.
A digital invoice is automatically sent by email after purchase.

If you need VAT details or a custom invoice, simply contact us and we’ll be happy to help.