FAQS
Can I contact MOMABIKES by phone?
No, in order to provide good service, we only accept inquiries by email. If necessary, we will call you. This allows us to respond in order and direct queries to specialists, as a technical question differs from a shipping inquiry. Always write to info@momabikes.com being clear and concise.
Can I buy directly at the Nàpols street store?
Yes, you can purchase a bicycle in the store. The store operates independently from the website, so you do not need to place an order or reserve online if you wish to buy in-store. If you buy in the store, you will not have to pay shipping costs, but there is a €15 charge per bike for assembly, adjustment, delivery, and store maintenance.
Can I reserve a bicycle in-store?
No, you cannot reserve any units in the store.
Can I reserve a sold-out bike on the website?
No, you cannot reserve any units on the website. Stock is always updated, and if you are interested in an out-of-stock model, you can use the "Notify Me When Available" button.
Can I buy a bicycle on the website and pick it up in-store?
No, purchases through the website are shipped to the address specified by the customer at the time of ordering, provided the country is within our shipping zones.
Can I place an order on the website without registering?
Yes, you can place an order on our website without registering.
How do I know my size?
If a model has different sizes, you can check the size guide on the product page to determine the appropriate size for your height.
What countries do you ship to?
We currently ship to Spain, Portugal, France, Italy, Germany, Belgium, Austria, Hungary, Romania, Luxembourg, and the Netherlands.
What are the return terms?
You can check the return conditions by clicking on the following links: Return Information or General Conditions.
Are bikes shipped assembled?
The bicycles are shipped 90% assembled. Depending on the model, they may require final assembly steps, such as screwing on the pedals and attaching the front wheel.
How do I receive my bike?
On each bicycle’s product page, you can find an unboxing video that demonstrates how the bicycle is received and the steps needed to assemble it.
Where can I find the assembly manuals?
You can access the assembly manuals at the following link. Additionally, most models include a step-by-step unboxing video.
Do I need to adjust my bike when I receive it?
We recommend a 20-hour break-in period using the middle chainring and center sprocket, followed by a re-adjustment of all components. Regular maintenance of wear components (tires, brakes, transmission, spokes, etc.) is necessary. Professional servicing is recommended.
How do I adjust my bike?
We recommend that adjustments, especially for brakes and gears, be done in a specialized workshop. However, you can find instructional videos in our adjustments section.
What type of maintenance does my bike require?
Regularly clean and lubricate the transmission, check tire pressure, keep the bike clean and dry, ensure all screws are properly tightened, adjust the steering if necessary, and check brakes, bearings, and hubs. If your bike has suspension, keep it clean.
How can I obtain certificates for state or local subsidies?
To request an approval certificate, email us at info@momabikes.com with your order number.
How can I track my order shipment?
Once your order has been dispatched, you will receive an SMS and an email with the tracking number and a link to the courier’s tracking system.
Can I cancel my order?
Yes, check the return information section on our website: Return Information for instructions.
Can I request an invoice with a different billing address?
Yes, as long as the shipping and billing countries are the same. You can specify both addresses during checkout. Once the order is finalized, they cannot be changed.
How can I obtain my purchase invoice?
The invoice is sent automatically via email approximately 14 days after you receive your order.
If I buy multiple items, will they arrive in the same shipment?
We strive to deliver all items together, but some products may arrive in separate shipments on different days.
What should I do when I receive my order?
Check that the packaging is in good condition and that the product has no damage or missing components. We recommend noting “Compliant unless examined” on the delivery receipt and keeping the box for 14 days.
What should I do if I receive a damaged order?
Note any visible damage on the delivery receipt and report it by emailing info@momabikes.com with photos of the damage.
How long do I have to report product damage?
You have 24 hours to report any damage by emailing info@momabikes.com with photos of the damaged product, packaging, and labels.
Where can I find my bike's serial number?
The serial number is stamped on the frame under the bottom bracket or on the steering stem, depending on the model.
How long will it take to receive my order?
Spain/Portugal: 1-3 business days
Rest of Europe: 3-4 business days
We ship to more countries. You can check the details in the "Shipping Information and Rates" section.
