How does this process work?
You need to fill out this form to request your bike to be shipped back to you.
You need to transfer the shipping fee of €300 to the bank account of the trustees (see details below).
Once VanMoof has confirmed the receipt of your payment, we will work with UPS to create a shipping label and to initiate the shipping process. No bike will be shipped before the payment is received.
You will receive a tracking number so you can trace your shipment.
What are the deadlines for requesting my bike to be shipped back to me?
We will use two deadlines for the request (submission of the Google form) and payment to be finalised:
Friday 18 August 12:00h noon: requests and payments received before this deadline, will be shipped the following week
Friday 25 August 12:00h noon: requests and payments received before this deadline, will be shipped the following week
When can I expect to receive my bike?
Deliveries are expected within one to two weeks after dispatched from our service warehouse (e.g. dependent on shipping location). You will receive tracking information to see where your bike is in the delivery process.
How can I pay?
Payments can be made through international bank transfer to the bank account of the bankruptcy estate of VanMoof Global Support B.V.
Beneficiary name: R.P.A. de Wit q.q.
Account number: NL15ISAE0000022433
BIC/Swift Code: ISAENL2A
Bank name: CACEIS BANK
Payment reference/description: frame number & name of bike owner
Amount: €300
IMPORTANT: Please include your frame number and the name on which the bike is registered with VanMoof in the payment description. Otherwise we cannot handle your request and cannot let UPS ship the bike back to you.
Can I choose a different delivery address?
Yes, you can choose a delivery address that works best for you.
I am unable to take delivery of the bike, can I send it to friends or family?
Yes, you can choose a delivery address of a friend or family member that can take delivery of your bike if you are unable to do this yourself.
What happens if I am unable to take delivery of the bike?
If you miss the first delivery attempt, UPS will try a second time to deliver your bike. If the delivery is unsuccessful, the bike will be sent back to VanMoof.
What will it cost to ship back?
Shipping your bike back to you can happen at a flat rate of €300, regardless of the destination country.
UPS offers a special/cheaper shipping rate for this operation as the size and weight of the bike box is too large for standard shipping options.
Can I make my own arrangements and find a shipping company myself?
No, you can not make your own arrangements. We are working with our regular shipping partner (UPS) to create this operation.
UPS offers a special/cheaper shipping rate for this operation as the size and weight of the bike box is too large for standard shipping options.
However, you can pick up your bike in the Utrecht Service Warehouse, Savannahweg 63-65 (3542 AW) Utrecht if you prefer on 16, 17, 18 and 19 August 2023 from 10 AM till 6 PM, please find details here.
Can I pick up the bike in the Utrecht Service Warehouse instead of getting it shipped to me?
Yes, you can pick up your bike in the Utrecht Service Warehouse, Savannahweg 63-65 (3542 AW) Utrecht if you prefer on 16, 17, 18 and 19 August 2023 from 10 AM till 6 PM. Please find details in our other FAQ article.
I have already paid for shipping when booking the ship-in repair, why do I have to pay again?
Unfortunately all shipping arrangements and payments made before the bankruptcy of VanMoof's Dutch entities are nullified. So all current shipping arrangements need to be regarded as new transactions that require new payments.
What happens if I do not agree to paying to get my bike shipped back to me?
If you do not want to pay the shipment fee to get your bike shipped back to you, you need to pick up the bike in the Service Warehouse in Utrecht yourself. The last pick-up possibilities are: 16, 17, 18 and 19 August 2023 from 10 AM till 6 PM.