Frequently Asked Questions
General questions
How can I contact you?
We're glad you'd like to contact us. You can do this in several ways.
📧 Send an email to: webshop@cc5311.nl.
☎️ Call us on: +31 (0)418 642 238
💬 Chat with us through the bubble on your screen
📍 Visit our store (Cycle Center 53-11, Van Heemstraweg-oost 4, 5301 KE Zaltbommel)
What are your opening hours?
You can reach us or visit us from Monday to Friday between 9:00 and 18:00 and on Saturday we are open from 9:00 to 16:00.
Do I need to create an account to order from you?
No, that's not necessary. It's easier to register an account, though. This way, you can see all your orders and easily contact us. You don't need to create a password. You'll receive a one-time code when you log in. This way, you'll never forget your password.
Do you also offer gift cards?
Yes, we're fans of giving gifts to others. You can order gift cards by clicking here .
Ordering and delivery
How do I place an order?
It's easy. Select one or more products you'd like to order by going to the product page. Be sure to select the correct color/size where necessary. Click the "Add to cart" button.
You'll now see that your product has been added to your cart. You can then proceed to checkout by clicking the "Checkout" button at the bottom of the cart.
You'll now be taken to a page where you'll need to enter your name and address. Here you can also select your preferred payment method. Clicking the "Pay Now" button will redirect you to your selected payment method. Once you've successfully completed this process, you'll be redirected back to our website and receive an email confirming your order.
What are the shipping costs?
Whether you want your package delivered to your home or a collection point, it doesn't matter. Orders over €50 are free of charge. For orders under this amount, the shipping cost is €3.99 for orders within the Netherlands and Belgium.
You can also pick up your package at our store. You'll never pay any shipping costs. Our address is: Van Heemstraweg-oost 4, 5301 KE Zaltbommel (NL).
How long does delivery take?
We understand you want your package delivered as quickly as possible. We strive to ship orders placed Monday through Friday before 4:00 PM the same day. Please ensure your products are in stock on our website.
We'll hand your package over to the postal service. They'll do everything they can to deliver it the next day .
If a different delivery time is shown on our website, this means the product is not currently in stock. The text on the website will then indicate the expected delivery time. This is an estimated delivery time and may vary depending on the product.
Can I track my order?
After we have shipped your order, you will receive a track and trace code from us by email, which you can use to track your package.
Do you also deliver internationally?
We also deliver packages to Belgium as standard. If you don't live in the Netherlands or Belgium, please contact us to discuss your options.
Can I also collect my package?
Yes, that's no problem! During checkout, you can choose whether to collect your order from a pickup point near you . You can also choose to collect your package from our store (Van Heemstraweg-oost 4, Zaltbommel, the Netherlands).
Payment
What payment methods do you accept?
You can pay safely and quickly with us using:
- iDEAL (in your own trusted banking environment)
- PayPal
- Klarna pay later
- Credit card
- KBC/CBC
- Bancontact
- CC5311 Gift Cards
Can I pay later?
Yes, you can pay later by clicking the "Klarna pay later" button while entering your details. You'll receive your package as soon as possible and pay later.
Can I also pay in the store?
Orders placed in the webshop cannot be paid for in-store. You can, however, choose to collect your package from our store (Van Heemstraweg-oost 4, Zaltbommel, the Netherlands).
Returns & Exchanges
Can I return my order?
Sure, that's no problem. It's possible you ordered the wrong product or size. In that case, please check our Exchanges/Returns page. It explains everything about returning your package.
What is your return period?
We understand you'd like to try on or inspect a product, and you'll have plenty of time to do so. If the product you ordered isn't what you expected or is too big or too small, that's no problem. Just make sure you return your package within 30 days of receiving it.
How does the return process work?
You can return a product to us in 3 ways:
1) You can easily register a return through our customer portal using your track & trace code and postal code. You can indicate why you are returning the product and indicate in the comments whether you would like to receive a different product.
2) Complete this return form and include it with your return shipment. This way, you can choose any postal company to return your package.
3) Drop off your package at our store (Van Heemstraweg-oost 4, 5301 KE Zaltbommel). Don't forget to include the return form in the box. We need to be able to refund your order to the correct person.
How long does it take to get my money back?
Once we receive your package, we'll do our best to process it as quickly as possible. We aim to process returns within 5 business days of receipt.
Can I exchange an item?
Of course you can! Even faster and easier is to order the correct product through our website . If you return the product you want to return, we'll refund you. This way, you'll receive the correct product the fastest .
Products & Stock
How do I know if a product is in stock?
Products that are in stock are indicated with green " In stock " text. We may only have a few items left in stock, and this will be indicated with the product information.
If there is no text with the product, it is possible that we have it in stock or that it will arrive from our supplier within 2 to 3 business days.
If a product is out of stock, we'll include an expected delivery time. Products may also be discontinued or an exact delivery date may not be available. In that case, these products will be marked "Sold Out."
Can I reserve a product?
It's technically not possible to reserve a product through our website for later shipment. If a product is out of stock in our webshop but can still be ordered, you can pay for it through the shopping cart and checkout. This way, it will be shipped to you as soon as it's back in stock.
How do I choose the right size or model?
Sometimes it's difficult to choose the right size or style. We try to include a size chart with all our products (where necessary) so you can measure correctly.
We strive to have our experts write the best possible explanations for our products so you can decide if this product is right for you. Still can't figure it out? Contact us! We'll work with you to find the best product for you.
Warranty & Repair
Do your products have a warranty?
All our products come with the statutory warranty for that specific category. If you have a problem with your product, please contact us.
What should I do if my product is defective?
Oops, that's a shame. Contact us right away and we'll see what we can do for you.
Do you also repair products?
Absolutely! Our technicians can fix many problems in our own workshop . Please contact us beforehand to discuss the possibilities, as not every product can be repaired anymore.
Loyaliteits programma
Wat houdt het loyaliteits programma in?
Ons loyaliteitsprogramma is een exclusief loyaliteitssysteem dat is ontworpen om uw winkelervaring te verbeteren. Verdien punten met aankopen en speciale activiteiten en wissel ze in voor kortingen. Zo willen we je bedanken dat je voor ons kiest.
Hoe kan je hieraan deelnemen?
Lidmaatschap is automatisch en volledig gratis! Maak een account aan of plaats je eerste bestelling en je wordt direct lid van onze rewards community. Je hoeft je niet verder aan te melden.
Hoe kan ik mijn beloningen volgen?
Je beloningsdashboard biedt een compleet overzicht van je puntensaldo en beschikbare kortingcodes. Ga in jouw account naar het kopje 'loyaliteits programma' om je puntengeschiedenis te bekijken, beloningen in te wisselen of je voortgang te controleren.
Verlopen mijn beloningspunten?
Jouw spaarpunten kun je onbeperkt behouden. Er is geen vervaldatum, waardoor je volledige flexibiliteit hebt om jouw punten te sparen en in te wisselen wanneer je maar wilt.