Shopping Guide - All you need to know to order
In this article, you’ll find all the important information regarding the ordering process, available payment methods, shipping details, as well as useful tips on returns, warranties, and more. If you still have questions, feel free to reach out to our support team – we’re always happy to help!
We’ve also created separate guides to help you configure your dream bike: Buyers' Guide Madonna | Buyers' Guide Jibb | Buyers' Guide Yalla!.
- Your Path to the Perfect Bike: Ordering, Payment, and More
- Orders Within the EU
- Orders Outside the EU
- Frequently Asked Questions
Your Path to the Perfect Bike: Ordering, Payment, and More
Country and Language Selection
When you visit our online shop, the system automatically detects your location and adjusts the language and prices accordingly. If more than one language is available for your region, you’ll be asked to confirm your language preference on your first visit. Should you access the site from a country that differs from the shipping destination (perhaps because you're browsing while on vacation) or if the wrong country was detected, you can manually select your country and language at the bottom left of the page in the footer. Additionally, you can switch the language at the top right of the page.
The final price calculation, based on the correct tax settings, will be done at checkout after you’ve entered the full shipping address.
Page Structure, Categories, Filters, and Shopping Cart
Each of our bikes has its own dedicated page with videos and all the relevant information. You can find them under the "Bikes" menu. The shop is divided into the following categories: Rolling Chassis, Frames, Parts & Accessories, Apparel, and Outlet. Depending on the category, you can further refine the displayed products using various filters, such as showing only spare parts compatible with your bike.
On the product pages, you’ll find images and all the necessary details about the product and what's included in the package. For many products, you’ll also have the option to choose from different variations or customize your configuration. When you select a variation, the displayed price will automatically update. Unavailable options will be crossed out. Below the "Add to Cart" button, you’ll find additional information on availability and delivery times if applicable.
If the product variation you want is out of stock, you can set up a notification. We’ll let you know as soon as the product is available again. When you select an out-of-stock variation, a "Notify me when available" button will appear instead of the cart button. Clicking on it will open a window where you can enter your email address to receive the notification.
To purchase a product, you must first add it to your cart using the appropriate button.
Please note that products placed in your cart are not reserved for you until you complete the checkout process.
Checkout, Payment Methods, and Discount Codes
Once you’ve added all the products you want to purchase to your cart and are ready to check out, simply click the “Cart” link in the main menu on the right. This will take you to your shopping cart, where you can review your selected products and variations, and adjust the quantities if necessary. Clicking the “Proceed to Checkout” button will start the checkout process—don’t forget to check the box to confirm that you agree with the Terms and Conditions and Privacy Policy.
If you have a discount code, you can apply it during checkout. The field for entering your code is located below the order summary, which appears either in the right column (on desktops, laptops, and tablets) or at the bottom of the page (on smartphones), depending on your screen size.
For most of our promotions, we reduce the prices directly on the website, so no discount code is required. Additional discounts and promotions are often exclusive to our newsletter subscribers and RAAW Riders, and are communicated via our newsletter. You can sign up here.
You can conveniently pay for your order by credit card or bank transfer. At the moment, we do not offer financing options. The available payment methods for your order will be displayed during checkout. If you'd like to support us, you can choose to pay by bank transfer, as this method incurs no extra fees for us—thank you!
Taxes & Shipping
Shipping costs and any applicable sales taxes (e.g., VAT) depend on the destination country. For countries within the EU, VAT is already included in the prices displayed on our website. For countries outside the EU, we do not charge VAT; however, you will be responsible for paying it once the package arrives at your location. You can find more details on this in the sections below: "Orders Outside the EU" and "Orders Within the EU."
Returns
After receiving your order, you can return it to us within 14 days by simply sending an email to hello@raawmtb.com. Returns for apparel, small parts, and accessories within Germany are free of charge. However, the cost of returning complete bikes, frames, or orders from abroad must be covered by the buyer.
Once we receive and inspect the returned items, we will refund the amount paid through the original payment method. This usually takes 5-7 days.
Warranty and Crash Replacement
We offer a five-year warranty for both the first and second owners of the Jibb and Madonna, and a two-year warranty for the first and second owners of the Yalla!. The warranty covers manufacturing and material defects. The original purchase receipt is required for any warranty claims, even for second owners, so be sure to keep the invoice safe.
Additionally, we offer an attractive Crash Replacement Program, allowing you (or the second owner) to purchase replacement frame parts at a reduced price within the first five years after purchase in case of damage.
You can find all the details about our warranty and Crash Replacement Program on this page.
Orders Within the EU
Pick-Up at RAAW Showroom
You're welcome to pick up your order directly from our showroom in the Palatinate region of Germany. Simply select this option during checkout. Once your order is ready for collection, we’ll contact you to schedule a pick-up appointment. The pick-up is free of charge.
Shipping Costs and Delivery Times
Shipping costs for your order will be automatically calculated and displayed during checkout. Additionally, you can find an overview of the shipping costs for each country on this page.
For items that are in stock, shipping usually takes place within 1-2 business days. Delivery times vary from country to country but typically average around 3-4 days.
Taxes and Duties
When you visit our website from an EU country, the prices displayed include your local value-added tax (VAT). If you place an order with a shipping address in the EU, VAT is included in your total, and no additional duties or taxes will be applied—the price shown at checkout is the final price.
Orders Outside the EU
Taxes and Duties
When you visit our website from a country outside the EU, the prices shown will not include VAT, and we don’t charge you VAT.. (The final price will be based on the shipping address you provide at checkout.)
Once the package arrives in your country, your local customs office will apply taxes and duties. This may include local VAT, import duties, and handling fees. We have compiled a list of common taxes and duty rates for major countries on this page, along with links to more detailed information and the HS codes for our products. If you want to be 100% sure about the exact duties and taxes, you can contact your local customs office using these codes.
All international orders come with the necessary export documents to make customs clearance simple and straightforward.
Shipping Costs and Delivery Times
Shipping costs for your order will be automatically calculated and displayed during checkout. You can also find an overview of shipping costs for each country on this page.
For items that are in stock, international orders are usually shipped within 2-3 business days. Delivery times vary depending on the country, and we are working on a guide showing average delivery times for the most common destinations.
Please note that even if your order is shipped with DHL International, the final delivery will typically be handled by a local courier. For example, in the UK, this would be Parcelforce, and in Canada, it would be Canada Post.
Frequently Asked Questions
How can I track my order?
Once your order has been shipped, you will receive a shipping confirmation email from us containing all tracking numbers and links. You can use these links to track the current status and location of your order directly with the shipping provider.
Can I modify or cancel my order after it's placed?
Changing or canceling an order after it’s been placed is only possible manually through our support team, and only if the order status still allows for it. For example, if customs documents have already been prepared or the order has been shipped, changes are unfortunately no longer possible. We always try our best to accommodate requests, so please reach out to us as soon as possible. You can simply reply to your order confirmation email.
Can I expedite the shipping?
We generally process all orders in the order they are received and paid for. Typically, orders are shipped within a few days. However, if your order is particularly urgent, feel free to contact our support team, and we’ll see what we can do to help.
How long does a refund take after a return?
Once the returned items have arrived and been inspected, we will refund the payment via the original payment method. This usually takes 5-7 days.
Are there cheaper shipping rates or letter post options?
All available shipping methods for your order will be shown during checkout. We do not offer any additional shipping options, such as uninsured letter post. Thank you for your understanding.
How long does it usually take to process my order?
We process all incoming orders in the order they are received and paid for. If all items are in stock, we typically ship orders within a few days.
Can I have my order gift-wrapped?
At this time, we do not offer gift-wrapping services.