All bikes and accessories can be ordered on our website. Add the item(s) of your choice to your cart and proceed with your payment to complete the order. Need a spare part? Please contact Customer Care at support@veloretti.com

All bikes and accessories can be ordered on our website. Add the item(s) of your choice to your cart and proceed with your payment to complete the order.&#xA0;Need a spare part? Please contact Customer Care at <a href="mailto:support@veloretti.com">support@veloretti.com</a>&#xA0;

How can I place an order?

After your payment is processed, you’ll receive a confirmation by email within minutes after your purchase. Didn't see it still after a few hours, and it's not in your spam folder? Please contact our Customer Care at support@veloretti.com

After your payment is processed, you&#x2019;ll receive a confirmation by email within minutes after your purchase.&#xA0;Didn&apos;t see it still after a few hours, and it&apos;s not in your spam folder? Please contact our Customer Care at <a href="mailto:support@veloretti.com">support@veloretti.com</a>

I didn’t receive an order confirmation, what now?

Most spare parts can be ordered through our Customer Care team. You can reach them at +31 (0) 20 2611433 or support@veloretti.com.

Most spare parts can be ordered through our Customer Care team. You can reach them at +31 (0) 20 2611433 or&#xA0;<a href="mailto:support@veloretti.com">support@veloretti.com</a>.

How do I order spare parts?

We understand that you are very excited about our Veloretti Electric So are we! As we focus on building Veloretti, we're just delivering Electric bikes to the Netherlands, Germany and Belgium for now. Follow us on Instagram or subscribe to our

We understand that you are very excited about our Veloretti Electric. So are we!&#xA0;As we focus on building Veloretti, we&apos;re just delivering Electric bikes to the Netherlands, Germany, and Belgium for now.&#xA0;Follow us on Instagram or subscribe to our newsletter so you can see when we open to more countries in the future!

I don’t live in the Netherlands, Belgium or Germany, can I still buy the Electric bikes?

It is not possible to modify an order after it has been placed. Please call our Customer Care to cancel your order if it has not been shipped yet. A new order can be placed on our website.

If your order has already been shipped, you can refuse the p

It is not possible to modify an order after it has been placed.&#xA0;Please call our Customer Care to cancel your order if it has not been shipped yet. A new order can be placed on our website.If your order has already been shipped, you can refuse the parcel at the door. If you have already accepted the parcel, please contact our Customer Care to arrange a return.&#xA0;

Can I modify my order?

Please call our Customer Care if you want to cancel your order and we will do our best to make it happen. Cancellation is not possible when the order is already in transit, but you can arrange a return and refund. Note that it is not possible to canc

Please call our Customer Care if you want to cancel your order and we will do our best to make it happen.&#xA0;Cancellation is not possible when the order is already in transit, but you can arrange a return and refund.Note that it is not possible to cancel an order for an Electric Two after it has been placed. Please reject the package at your door, or reach out to our Customer Care after the delivery if you wish to return your order.

Can I cancel my order?

Yes, you can lease our Veloretti Electric bikes. We offer leasing via the company you work at. If you are an employee, please reach out to your employer to discuss possibilities. If you’re an employer, see more info on company leasing here. It’s curr

Yes, you can lease our Veloretti Electric bikes. We offer leasing via the company you work at. If you are an employee, please reach out to your employer to discuss possibilities.If you&#x2019;re an employer, see more info on company leasing <a href="https://www.veloretti.com/bike-leasing" rel="noopener noreferrer" target="_blank">here</a>.&#xA0;It&#x2019;s currently not possible to privately lease a Veloretti Electric bike.&#xA0;

Is it possible to lease a bike?

The Dutch Bike Plan (Fietsplan) is a government program that encourages people to ride their bikes to work. Employees can get a tax break if they buy a new bike through their employer. In the case of an Electric bike, that quickly saves some money

The Bicycle Plan is a Dutch government programme that encourages people to cycle to work.Employees can get a tax benefit if they buy a new bike through their employer. In the case of an electric bike, this quickly saves some money. This scheme not only saves money for the employees, but also for the employer, as they have to pay less gross salary.Besides the benefits of saving money, employers also offer this to their employees in connection with vitality policies, to increase sustainability efforts and solve parking problems. You can use the bike plan scheme in cooperation with your employer if you live in the Netherlands. Veloretti collaborates with Nationale Fiets Projecten (NFP)/Fiscfree for this purpose. We recommend you always contact your HR department first to discuss the possibilities.Ordering a bicycle via Fiscfree/a bicycle plan is subject to the following conditions:<ul><li>Any discounts and promotions are excluded from participation.</li><li>It is not possible to purchase the premium package when participating in the Dutch bike plan. Of course, you are free to have your bike insured elsewhere.</li><li>Per order, we charge a processing fee of &#x20AC;75. These costs cannot be included in the bicycle plan and will be charged directly to you.</li></ul>If your employer is affiliated to Fiscfree, follow the steps below:<ul><li>Submit your order using the form provided by your employer. Your employer should then forward this to Fiscfree. It is also possible to place the order via the Fiscfree portal. To do so, you will need your cycling card code, which Fiscfree will give you.</li><li>After placing your order with Fiscfree, send an overview of the total order to <a data-fr-linked="true" href="mailto:leasing@veloretti.com">leasing@veloretti.com</a>. Make sure that the total amount corresponds to the total price you entered when placing your order. If you wish to purchase accessories with National Bike Vouchers, you can mention this here. We will then give you instructions on how to use them with us.</li><li>Please note that we will charge a processing fee of &#x20AC;75 per order placed. We will send you a payment request for this.</li><li>And then comes the fun part! We receive the approval and check whether the payment behaviour is correct. We also check whether the processing fee has been paid. If everything is correct, we will process your order and you will receive confirmation!</li></ul>If your employer has its own bike plan, follow the steps below:<ul><li>Send us an overview of the total order you want. We would also like to receive the details to be included on the invoice and the delivery address. You can send this to <a data-fr-linked="true" href="mailto:leasing@veloretti.com">leasing@veloretti.com</a>.</li><li>We will then send you a pro-forma invoice that your employer can pay. This can be done via the enclosed link, or via a manual payment. If your employer pays via the enclosed link, the order will be processed automatically and you will receive confirmation of this.</li><li>If your employer pays by manual payment, you will have to inform us. We will then check this in our system and can confirm your order.</li></ul>

What is the Dutch bike Plan and how does it work?

Ordering

Ordering and payment

Which Electric bike frame sizes are available?

What are the weights of the Electric bikes?

What is the maximum speed of the Electric bikes?

What kind of battery is used in the Electric bikes?

How long does it take to charge the batteries and what are their ranges?

Can I also use the Electric bikes when the battery is empty?

What is the maximum weight capacity of the Electric bikes?

What kind of motor do your Electric bikes have?

On what kind of terrain can I ride the Electric bikes?

What kind of displays do the Electrics have?

Which app do I need for the Electric bikes?

Do the Electrics also work without the app?

What gears do the Electrics have?

What kind of brake system do the Electrics have?

Can I mount a child seat on the Electric bikes?

Will the bike rust?

Where can I find the frame number on Veloretti Electrics?

Do you sell spare parts for the Electric bikes?

Electrics

How do I pick the right size for me?

Can I mount a child seat on the City bikes?

Do City bikes and Kids bikes rust?

What kind of brake system is used?

What kind of gears are available for City and Kids bikes?

Where can I find the frame number on Veloretti City and Kids bikes?

What is the maximum weight capacity of the City Bikes?

City and Kids' bikes

What kinds of service plans do you offer for Electric?

What kind of insurance do we offer in our Premium plan?

Can I purchase an insurance package after I received my Veloretti bike?

What does my Veloretti Electric insurance not cover?

How can I activate my insurance?

I haven't received a Qover insurance activation link but my Electric has already been delivered, what do I do?

My Electric bike has been stolen or damaged, how do I make a claim?

If I add accessories to my Electric bike, am I still covered by insurance?

What are my insurance obligations?

Where am I covered?

When and how do I pay?

How do I know if I am eligible for Qover x Veloretti insurance?

Service Plans and insurance

I haven't received my Veloretti gift card yet, what now?

Can I see the remaining value on my gift card?

Can I use the (digital) card in the Veloretti brand store?

I have lost my digital gift card, what now?

I've lost my physical gift card, what can I do?

Can I exchange the credit on the card for money?

Giftcards

Get to know your bike

Which payment methods can I use?

Where is my invoice?

Am I entitled to a VAT-free order/invoice?

Do I need to pay VAT / customs fee when placing an order from within the UK?

Payments and Invoicing

What are the delivery times?

What are the delivery costs?

Can I pick up my order in the brand store?

What countries do you ship to?

To what extent is the bike assembled upon delivery?

What should I do if I did not receive my order?

What should I do if I receive a damaged packaging or product?

Delivery

How do I return my order?

What is the return policy?

How much does it cost to return items?

How should I pack my bike for return shipment?

Can I exchange items?

When will I get my refund after I return my order?

Returns and refunds

What is the warranty policy?

Warranty

How do I assemble an Electric One?

How do I adjust the saddle height?

How do I install and use the battery?

How do I pair and calibrate the Enviolo Automatic gear shifting device?

How do I use the Electric One display?

How do I download the Veloretti app and connect my Electric bike?

How do I break in the disc brakes?

How do I mount the rear lock?

How do I attach the STVZO light?

How can I install the front carrier on a Electric One?

How do I assemble an Electric Two?

How do I install the front carrier on a Electric Two

How do I assemble a Caféchaser?

How do I assemble a Caféracer?

How do I assemble a Berlin?

How do I assemble a Robyn?

How do I mount a bell on a City bike?

How do I mount a lock on a City bike?

How do I mount grips on a City bike?

How do I mount a light on a City bike?

How do I install a front carrier on a City bike?

How to set the gears on a City Bike?

How do I mount a Porteur carrier on a City Bike?

City Bikes

How to assemble a Kids bike Tricycle?

How to assemble a Kids Bike Mini?

Can I convert the Tricycle into a Mini?

Can I convert the Mini into a Tricycle?

How do I assemble a Kids Bike Maxi?

How do I assemble a Kids Bike Junior?

How can I mount a bell on a Kids Bike?

How to mount a saddle on a Kids Bike?

How can I mount grips on a Kids Bike?

How can I mount a light on a Kids Bike?

How can I mount a lock on a Kids Bike?

How can I add training wheels to a Kids Bike Maxi?

Kids Bikes

Assembly and manuals

Everyday maintenance Electrics

Periodical maintenance Electrics

Maintenance City or Kids bikes

Maintenance

My bike or display is not turning on

I'm missing information like SoC (State of charge) or speed on my display

My display is damaged

Display

My Enviolo gears are not shifting

Calibration won't work

What do the lights on the Enviolo button mean?

Enviolo

I hear a ticking noise in my motor

My assistance level is not working

I don’t feel much power assisting me

Motor

My battery button is not showing any lights

Battery does not charge

What do the lights mean on the Battery button

What do the lights mean of my charger?

My battery range seems very low

Battery

My integrated front light is not turning on

My integrated rear light is not turning on

STVZO light is not turning on (Electric One)

Lights

My belt drive is too tight or loose

Belt drive

My rear wheel is not mounted straight (Electric One)

My fender needs adjusting

My saddle is too high or low

Wheel, fender, saddle

My tyre is flat

How to pump up my tyre?

My tyre has a wobble

Tyres

My lock keys are lost

Lock

Noise is coming from the wheel and fenders

Noise is coming from the disc brakes in the wheel

Noise is coming from my handlebar/front fork

Strange noise?

My City bike or Kids bike chain is too tight or loose

Bike chain

My City bike or Kids' bike rear wheel is not mounted straight

My City bike or Kids' bike fender needs adjusting

My City bike or Kids' bike saddle is too high or low

My City bike or Kids' bike brakes need to be adjusted

My gears don't shift (smoothly)

Gears and/or breaks

My City bike or Kids' bike tyre is flat

How to pump up my City bike or Kids' bike tyre?

My City bike or Kids' bike tyre has a wobble

My City bike or Kids bike lock keys are lost

Noise is coming from the caliper hand brakes

Help with my bike

My Electric bike has issues/has defects. What can I do?

Can I do my own repairs/maintenance on the Electric bike?

Can I alter the Veloretti Electric with third-party components or accessories?

Manual - How to replace front carrier and front fender bolts

Manual - How to replace front fender bolts

My City bike or Kids bike has issues/has defects. What can I do?

Can I alter my City or Kids bike with third-party components or accessories?

City and Kids' Bikes

Repair

Can I lease an Electric bike directly with Veloretti?

What are lease benefits?

Leasing for companies