FAQ-Return/Complaint/Service

You have the right to cancel your contract within 14 days without giving any reason. The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the last goods.
You can find more detailed information here: https://www.storck-bikes.com/de/widerrufsrecht

Our shipping packaging is also suitable for returns. Please contact our customer service shop@storck-bikes.com with your order number before returning the goods. Our customer service will arrange the return of the goods with you or arrange the return. If something is damaged on your product, please send us as many detailed pictures (videos) as possible of your bike and the damaged area in which the problem is directly visible. We also need the original invoice. See point Complaints, Service.

All costs incurred in connection with the return will not be refunded. In the case of returns from third countries, you are responsible for the direct costs and customs clearance of the goods. See also right of withdrawal: https://www.storck-bikes.com/de/widerrufsrecht

• First of all, stay calm. Together we will find a solution. Contact us by e-mail at service@storck-bicycle.de or call us at 06126/9536 222.
• Please send us the following information:
  • When did you buy the bike and are you the first owner?
  • The invoice, as well as photos of the bike and the frame number, which is listed at the bottom of the bottom bracket.
  • As many detailed pictures (videos) as possible that show us the problem directly.
  • A description of the problem and, if possible, the reason for or time of the problem.
  • We will look at your request and give you information about what will happen next. If your bike needs repair, send it in or bring it to one of our stores. We will repair your bike, possibly in cooperation with one of our partners who will take care of special repairs and provide you with a cost estimate depending on the effort involved.

Check all components carefully. If you are unsure about something, be on the safe side and contact our service. Describe the incident and send very detailed pictures. If this remote diagnosis is not possible, bring your bike to us or send it in, or we will have it collected from you. For more information, check the point above.

We offer you a "crash replacement", which means that you will receive an equivalent Storck aluminium or carbon frame from us at a price of 70% of the recommended new price. You can find more detailed information here:

https://www.storck-bikes.com/de/crash-replacement

If you live near one of our stores in Idstein, Düsseldorf, Munich or Wertheim, then bring your bike to us. If you don't live near our stores, you are still not alone. Most independent workshops and bicycle dealers accept our bikes and can carry out everything. We recommend that you simply ask the workshop of your choice beforehand.

Alternatively, you can discuss a collection with our customer service.