PLEASE NOTE:
Our service hubs are ONLY open for bike pickups. Our employees are ONLY there to support this process, they are NOT able to provide repair services anymore and also don’t have any answers on other matters like open orders or refunds.
The store employees reserve the right to close the service hubs immediately if they feel their wellbeing is at risk.
When can I pick up my bike from the Service Hub?
In the week of 31 July – 4 August the shops in Amsterdam, Utrecht and Rotterdam were open to pick up your bike.
The last possibilities to pick up your bike are:
Amsterdam East: on 16, 17 and 18 August 2023 from 10 AM till 6 PM
Amsterdam West: on 16, 17 and 18 August 2023 from 10 AM till 6 PM
Rotterdam: on 5 and 16 August 2023 from 10 AM till 6 PM
Utrecht ( shop and warehouse): on 5, 16, 17, 18 and 19 August 2023 from 10 AM till 6 PM
Some repair bikes are still with logistics partners like PostNL or UPS. If your bike was in the process of being delivered or was just picked up (e.g. you had access to track & trace information), we suggest you wait for us to reach out to you. Your bike might not be in our Service Warehouse in Utrecht (yet).
You do not have to make an appointment anymore to pick up your bike. Unfortunately, it could be the case that your bike is not repaired when picked up.
How can I make a pick-up appointment?
It is no longer needed to make an appointment to pick up your bike. You can pick up your bike in the shop during the opening hours as mentioned before under ‘’When can I pick up my bike from the Service Hub?”
We have created a booking link per location where you can select a timeslot to pick up your bike.
Here are the links per location: -
Utrecht (Including shipped in repairs) **
*if your bike was shipped to our Service Warehouse in Utrecht for repair, you can book a timeslot in the Utrecht store to pick up your bike
What should I do if I can not collect my bike in the Service Warehouse in Utrecht?
At the moment we can not ship your bike back to you. We are working with our logistics partners to see what options can be created for you
I don’t see a booking link yet for my location, what do I do?
It can be the case that we have not started the pickups yet at your local Service Hub so it might be that we ask for a bit more patience until it is your turn.
I have not received an invitation yet, what do I do?
We will send out invitations in batches to remain in control of how many riders are at the service hub at once, so it might be that we ask for a bit more patience until it is your turn. It can also be the case that we have not started the pickups yet at your local Service Hub.
Can I cancel or change my appointment?
Yes, you can cancel or change your appointment through the planning tool. We encourage you to manage your appointment and cancel it if necessary to avoid no-shows.
What happens during the pick-up appointment?
Our store employees will welcome you to our Service Hubs. Depending on the state of your bike/repair, we may need to process some administrative tasks, after that, we will give you your bike back.
Can I drop by the service hub to pick up my bike?
No, the pick-ups are organised in a controlled way to make sure that it is a pleasant experience for both riders, and store employees.
Will my bike be repaired when collecting the bike?
At this stage we want to make sure that our riders get back what is rightfully theirs. A bike under repair at VanMoof is yours, and we want to give riders the chance to collect it, even if it is not repaired yet. Some bikes were repaired before the Dutch entities were declared bankrupt, and some were not. The repair status in MyVanMoof gives you some indication of the status of your bike.
Can I get my bike repaired later?
The Trustees are currently assessing the situation at VanMoof and are investigating the possibilities of a re-start out of bankruptcy, so that the activities of VanMoof (under which the repair services) can be continued by a third party.
At this stage we can not comment yet on if we can restart repairs.
If repairs were done, do I have to pay for the repairs that were done?
This depends on the timing of when the repairs were completed:
Our regular policy applies for bikes repaired before the bankruptcy date (July, 17):
Warranty repairs/Peace of Mind repairs: free of charge
Non-warranty repairs: need to be paid by the riders.
No bikes were repaired after the bankruptcy, so also no payments for repairments will be required.
Bikes for which the repair was started but not finished when the bankruptcy happened, will be given back in the state in which we received the bike from our riders.
My bike is at a Certified Workshop, what do I do?
Bikes at a Certified Workshop can be collected by riders. The following policies apply:
Bikes repaired before the bankruptcy date (July, 17): Our regular policy applies:
Warranty repairs/Peace of Mind repairs: free of charge
Non-warranty repairs: need to be paid by the riders.
Bikes repaired after the bankruptcy date (July, 17): Any payments regarding repairs made after the bankruptcy date should be discussed with the Certified Workshop directly.
Can you ship my bike from the service hub back to me?
No, we can not ship your bikes from the Service Hubs.
Can the bike pick-ups start in all service hubs globally?
No, only the Dutch legal entities of VanMoof are declared bankrupt. The legal entities of VanMoof outside the Netherlands are not in insolvency proceedings.
My bike is not in a Service Hub, but was shipped to your service warehouse in Utrecht, what do I do?
Due to the bankruptcy we are unable to pay and organise shipping for you. We are still working on a plan on how these bikes can be returned to you. We will inform you over email if we have news.
Does this mean your service hubs are open again?
No, our service hubs are ONLY open in order to be able to return bikes to their owners.
My bike was deemed unsafe to ride, what should I do?
Bikes deemed unsafe to ride by VanMoof can be handed back to riders, after signing a waiver that waives any responsibility of VanMoof.
My bike is still in an insurance assessment process, what should I do?
We don't have instructions for you yet, the Trustees are still investigating these cases. Please keep an eye out for updates in this FAQ article.
I will not be able to pick up my bike between July 27th and August 18th. What will happen to my bike?
We will review at a later date if we can extend the pickup period. Keep an eye out for updates in this FAQ article.
If I can’t pick up my bike up myself, can I send someone else? What will I have to do and what do they have to bring?
No worries – if you can’t pick up your bike yourself, simply forward the pickup invitation to whoever is picking up your bike along with your repair number, frame number and a copy of the ID of the owner of the bike (a picture of your ID will do!). This person can book the pick up appointment and collect your bike.