Our Commitment to Your Active Lifestyle

At Bergfreunde Shop, we understand that your passion for cycling and outdoor activities demands gear that performs as hard as you do. That’s why we’re committed to providing premium sports apparel and ensuring your complete satisfaction with every purchase.

Shipping Information

Order Processing

We process all orders within 1-2 business days of receiving your payment. You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

Shipping Method Cost Delivery Time Carrier
Standard Shipping $12.95 10-15 business days after shipping DHL or FedEx
Free Shipping FREE (orders over $50) 15-25 business days after shipping EMS

Please Note: We ship worldwide excluding Asia and some remote areas. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

Our Satisfaction Guarantee

We want you to be completely satisfied with your Bergfreunde gear. If any item doesn’t meet your expectations, you may return or exchange it within 15 days of receiving your order.

Return Conditions

All returned items must be in original condition:

  • Unworn and unwashed
  • Original tags attached
  • Original packaging included

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • 3/4 length underwear
  • Briefs & boxers
  • Cycling singlets
  • Any items without original tags or packaging
  • Personalized or custom-made products

Step-by-Step Return Process

Step 1: Initiate Your Return Request

Contact our customer service within 15 days of receiving your order using the template below:

Email Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Message Template:
Dear Bergfreunde Shop Customer Service,

I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Items to Return/Exchange: [Product Name, Size, Color]
Reason for Return/Exchange: [Please specify – Size issue, damaged item, wrong item received, etc.]
Preferred Resolution: [Refund / Exchange for (specific product)]
Full Name: [Your Full Name]
Email Address: [Your Email Address]

Thank you for your assistance.
Sincerely,
[Your Name]

Step 2: Receive Return Instructions

Our customer service team will email you detailed return instructions within 24-48 hours, including the return shipping address.

Step 3: Package and Ship Your Return

Carefully package the items in their original condition and ship them to the provided address. We recommend using a trackable shipping service and retaining your shipping receipt.

Step 4: Processing and Resolution

Once we receive your return, our team will inspect the items within 3-5 business days and process your refund or exchange according to your request.

Refund Information

Refund Timeline & Method

Refunds will be processed to your original payment method within 7-10 business days after we receive and inspect your returned items.

Payment Method Refund Processing Time
Credit/Debit Cards (Visa, MasterCard, JCB) 3-7 business days after we process the refund
PayPal Typically within 24-48 hours after we process the refund

Important: Original shipping fees are non-refundable, unless the return is due to our error or a defective product.

Return Shipping Costs

Customers are responsible for return shipping costs, unless the return is due to our error or a defective product. For international returns, please note that shipping costs and customs duties are the customer’s responsibility.

Exchanges

We’re happy to exchange items for a different size or color, subject to availability. If the item you want is out of stock, we’ll process a refund instead. Exchange shipping is free for customers in eligible regions.

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges:

Email: [email protected]

Response Time: Within 24-48 hours during business days

Business Address:
1279 Birch Street, El Paso, US 79924

Thank you for choosing Bergfreunde Shop. We’re committed to supporting your active lifestyle with quality cycling and outdoor gear, and exceptional service that matches your passion for adventure.