Help hub


Questions about the purchasing process.

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Is this bike new or used? What color is it?

The condition is written in gray above the title, and the color is indicated in the specs.

Can I see real images of this bike?

If it’s a second-hand product, our photographer took about 20 pictures of it: you can see them all in the ad. Thanks to their high definition, you can zoom them in and see all the details, including possible scratches and dents.

Should you be interested in a new item, please be aware that this is not in stock at the moment, but will be ordered to our provider the moment your payment is complete. For this reason, we don’t have any pictures of it.

The description and the pictures don’t match, which one is correct?

If you are looking at a new product, please refer to the description.

If you are looking at a pre-owned product, then the pictures indicate the real state of things. Kindly let us know if this is the case so we can correct the description!

What’s the mileage of this second-hand or pro bike?

Bikeroom is not aware of the exact mileage of each bike (except for e-bikes), as teams do not keep track of it, nor is there a way to prove what dealers or private sellers declare.

However, we always recondition or even swap heavily used parts such as the chain, the tires or the tubulars, etc. You can find more details about the condition of components by clicking on "refurbished rating". We also offer a one-year warranty on all used products.

What’s my size?

Every brand adopts a different scale for their sizes. You can use our Size Guide tool or take a look at the official brand’s website. The manufacturer usually provides more detailed information on this topic.

How do I place an order?

To purchase a bike, please add it to your cart and insert your billing and shipping address. In the following step, you will be able to select an extra service.

You will then get to the payment section: select your preferred option and place your order. A confirmation email will soon arrive in your inbox.

Can I customize my bike or frame, or change some of the components?

Unfortunately, this won’t be possible. However, you can add your preferences in the order notes: should we have the chance to get you the desired configuration, we will be happy to provide it.

Will you be putting the model I want on sale anytime soon?

Bikeroom is constantly looking to offer as many products as possible. Because our listed items mainly depend on our distributors net, our offer depends on their availability. If you can’t find the bike you are looking for, or it's now gone out of stock, please fill the form below. We’ll send you a notification as soon as it’s back in stock!


What payment methods do you accept?

You can either transfer the total via bank wire or use your credit card. You can also trade in your bike as a partial payment. Discover more here.

Can I put down a reservation for a bike I see on your website?

Unfortunately, that’s not possible. Please only place an order when you are sure about your purchase.

Can I use different payment methods to complete my purchase?

No, unfortunately, that is currently not possible. Our apologies for the inconvenience.


Do I have to pay import fees/VAT/GST on top or are these included?

VAT, GST, and any due import fees are added to your final price in the cart. Bikeroom and FedEx will take care of the customs clearance on your behalf and you will only be asked to fill out a form with your personal info.

You can also pick up your bike in person at our headquarters in Milan and export it to your country within 90 days. This way, you won’t be charged with the Italian or European VAT rate, but will have to declare the export and subsequent import of the goods at your destination customs office.

Why can’t I have a product shipped to my country?

Bikeroom is currently unable to ship e-bikes via air. For this reason, we cannot sell this product category outside of Europe.

Furthermore, some brands cannot be sold to specific countries. Please contact your local retailer of that brand to get their best offer.

When will you ship my order?

The shipping time is indicated on the product ad. 

Here’s a brief explanation of the order statuses:

  • On hold: waiting for your payment 
  • Processing: payment received, about to order your product to our provider
  • Waiting on drop: order forwarded, waiting on your product to be delivered to us
  • Ready for shipping: preparing your order at our workshop
  • Shipped: product on its way to you
  • Completed: order delivered.
Where is my order?

Please log into your account account and check the status order.

Contact us

For further assistance related to online purchase, please fill out the form below.

We will reply within 24 hours, Monday to Friday.

Live chat

Chat with one of our experts from Monday to Friday 9:00 a.m. - 6:00 p.m.


You can contact us at, and we will get back to you within a business day.

Phone & Whatsapp

For direct support call us at +39 350 933 6617 from Monday to Friday 9:00 a.m. - 6:00 p.m.

You can also text us via WhatsApp at the same number.