Frequently asked questions
I just placed my online order – what happens next?
As you probably learned from our website or in our Terms of Trade, we have 4-6 weeks of production lead time on your custom-designed and German-made Velorbis bicycle. First, check that you have received an order confirmation from us. Please carefully read the bike receipt listed here as this is how you have designed the bicycle, and if you discover any mistakes please contact us immediately if you want us to change the order. The next thing that happens in our communication with you, is that we will write to you, app. 4 weeks from sending out your order confirmation. When our factory has produced and packed and dispatched your order, we will send you your invoice along with a note about the shipment process.
You will receive an email when we have received confirmation that your order is on the truck to our warehouse in Denmark. In this email, we also inform you about details for delivery/pick-up, periodic service of your bicycle, and only registration of frame number, maintenance tips, advice, etc.
As mentioned above once we have registered your deposit (card payments are automatically registered), the bicycle is placed into production at our German factory, which has more than 100 years of experience in the production of traditionally lugged and brazed hand-crafted steel frames.
First, your frame is produced, and depending on the frame size and frame model, these variables must be planned for.
When the bicycle frame is produced, the frame must be cleaned and sandblasted. Then the bicycle frame and coloured bicycle components get rust protection as well as a basic coating and finally the bicycle frame gets a thick and impact-resistant powder coating, with a final clear coat which in turn gives the frame shine and protects the bike from bumps and scratches.
The wheels of your Velorbis bike are built on a wheel-building machine from Holland Mechanics which is a market leader in this discipline. We make wheels from 20 ”to 28” with 1, 3, and 7 gears both with and without freewheel, and the front wheels are built with or without drum brakes and dynamo hubs – just as you have configured your bike in our online design tool.
The last part of bicycle production is the assembly of all the parts. Wheels, crankset, chain, cables, handlebars, etc. are assembled and finally, the bike is packed into an impact-resistant box for transport.
Transport damage has occurred as my bicycle box it is torn or open, what should I do?
If you receive a damaged packet, please write ‘DAMAGED* on the form that you need to sign before reception. Hereafter please inform us about the transport damages as soon as possible, at the latest within 2 days upon reception. If the proof of delivery (POD) note does not state that the box was damaged upon arrival there is no insurance coverage and hence it is not possible to make a transport damage claim against us. If however, you have put ‘DAMAGED’ on the POD you can safely accept the box and inspect the content. All missing parts and damaged components will be compensated after identification.
Do you ship your bicycle all over the world?
We can ship to almost all countries in the world. Currently, our webshop is only set up for EU countries in Europe. If your country is not listed on any of our webshops please contact us for a shipping quote. Please note that shipments OUTSIDE the EU are subject to local import taxes and duties. Before you contact us please tell us what bicycle model and specific design you are interested in.
How is my bicycle packed for delivery?
All export bicycles are packed in cardboard boxes measuring 142 x 84 x 26 cm and weighing 20 kgs. The bicycle is 85% assembled
The front wheel and all front components are detached from the mainframe. Optional extras like baskets and crates are not fitted either. Link to assembly instructions and videos can be found here
How long is the delivery time?
For all our bags and bicycle accessories that are in stock in Germany or Denmark, we process your order within 3-5 working days. Transit time is app. another 3-5 working days, total delivery time for stock orders are 6-10 working days. A list of bicycles in stock can be found here
You can always check the availability and delivery time of a product on our webshop.
For custom-made bicycle orders (Design Your Bike – section) our normal production lead time is up to 12 weeks. Transit time is app. 5-10 working days. So, for International orders, the total delivery time can be from 5-8 weeks.
Our bespoke bicycles are made in Germany and along with bicycle accessories they will be dispatched from our factory. Leather bags are dispatched from our central warehouse in Denmark.
Velorbis bicycles use internal gears – what does this mean?
Internal gears have a system whereby the gear shifting mechanism is built into the hub of the rear wheel. The most widely known form of internal gearing is the three or seven-speed Shimano Nexus gear hubs, that are used on all Velorbis bicycles.
Internal gears are more reliable than derailleur gears, particularly for bicycles that are regularly exposed to wet weather or harsh elements. This is because the gear mechanism is cleverly contained and protected within the rear hub. Internal gears can also be shifted even when the bicycle is stationary (e.g. stopping at a traffic light), making them a perfect solution for urban city cycling.
Velorbis bicycles all have lugged steel frames – what are the advantages?
A lug is a socket that forms the junction between two or more frame tubes. Steel has historically been the material of choice for high-quality bicycle frames. Likewise lugged construction has always been the preferred means of assembling a steel frame. Traditional bicycle construction uses steel tubes and lugs joined together by brazing so that the space between the tube and the lug fills up with molten brass.
Before assembly, our German frame builder cuts the tubes to the desired length and precisely miters their ends, so that they fit closely together. The ends of the tubes are inserted into the lugs and are then brazed together with a brass metal filler. The lug greatly increases the strength of the joint by distributing the molten metal filler over a larger surface area via capillary action. When brazing a bicycle frame, our frame builders use small scaffolding called a jig to hold the tubes in place and maintain their precise alignment.
Four lugs are used to construct a typical Velorbis diamond bicycle frame:
1) The seat lug or seat cluster joins the top tube and seat tube.
2) The bottom shell bracket joins the chainstays, seat tube, and down tube, and includes a threaded cylindrical socket for the bottom bracket.
3) The upper head lug joins the head tube and top tube.
4) Lower head lug joins the head tube and down tube.
Lugged steel frames can be repaired more easily than MIG or TIG welded steel frames. For instance, a broken tube can be removed by the application of heat to un-braze it, and then its replacement can be brazed in its place.
Steel frames are generally easier to repair than aluminum or exotic materials, and it is for this reason that steel frames are preferred by many cyclists who cycle regularly. Lugs also reinforce the joints which results in a stronger frame, thus giving lugged frames an advantage for touring cyclists.
Is there a unique frame number on my bicycle?
Yes, all Velorbis bicycles follow some old Danish frame-making rules and your bicycle has a unique frame number embossed into the frame. The frame number is marked on the side of the seat tube on a Velorbis bicycle. As we use a strong impact-resistant powder coating for painting the bicycle frames in some cases, it can be difficult to read the frame number. If this should be the case, we recommend the three following methods for reading the frame number:
1) Take your bicycle into the sunlight and read the frame number from different angles.
2) Put paper over the frame number and use the back of a pencil to scrap on the paper to make the frame number visible.
3) Rub white fat on the frame number to make it more visible.
Decoding Velorbis: The Danish frame numbering system for bicycles is a special system in Denmark for the marking of bicycles. This was introduced in 1942 and requires that all bicycle frames originating from Denmark to be marked with a unique code. Velorbis bicycles produced in 2016 will have a frame number beginning with the letters WVEL, (VEL indicates our name) which is followed by six digits and ending with the letter ‘L’. In 2017 the last letter will be the letter ‘M’ etc. etc.
What are the differences between the Kopenhagen Classic and the Fusion /Arrow Classic models?
- Kopenhagen Classic has 50 mm wide semi-balloon tires for extra suspension and added comfort
- Fusion / Arrow Classic has 37 mm wide tires for added agility and a more sporty ride
- Kopenhagen Classic has coloured (60 mm) mudguards (optional 200+ colours)
- Fusion / Arrow Classic has narrower (42 mm) mudguards in stainless steel (colour options not available)
- Kopenhagen Classic has a 70 cm wide set of handlebars with an 8 cm rise from the stem
- Fusion / Arrow Classic has a 55 cm wide set of handlebars with a 5 cm rise from the stem
- Kopenhagen Classic has a double kickstand – Fusion / Arrow Classic has a single kickstand
- Kopenhagen Classic has a leather mud flap (available in 3 colours) – Not available on Fusion / Arrow Classic
Kopenhagen Classic weighs app. 2 kgs more than the Fusion / Arrow Classic
What are the differences between the Urban Chic ladies and the Kopenhagen Classic/ Fusion Ladies?
Here are the main differences:
- Urban Chic has rim brakes on the front wheel
- Kopenhagen Classic / Fusion has a built-in hub drum brake for low maintenance
- Urban chic has limited colours available (4 colours)
- Kopenhagen Classic / Fusion has 200+ Colours available
- Urban Chic / Kopenhagen Classic has 50 mm wide semi-balloon tires for extra suspension and added comfort
- Kopenhagen Fusion has 37 mm wide tires for added agility and a more sporty ride
- Urban Chic / Kopenhagen Classic has coloured 60 mm mudguards
- Kopenhagen Fusion has narrower 40 mm stainless steel mudguards
- Urban Chic / Kopenhagen Classic has a 70 cm wide set of handlebars with an 8 cm rise from the stem
- Kopenhagen Fusion has a 55 cm wide set of handlebars with a 5 cm rise from the stem
Urban chic / Kopenhagen Classic weighs app. 2 kgs more than the Kopenhagen Fusion
Bicycle Spare Parts
I have lost my key(s) to my bicycle. What do I do?
First, you must determine whether your VELORBIS bike has an AXA lock or an ABUS lock (bicycles with balloon tires). If you are in doubt, you can see it on your bike lock or contact VELORBIS
New keys can be ordered via the AXA Online Key service. The Axa locks are available in several colors and/or versions and all bear the name AXA. Go to AXA’s website and follow the instructions
New ABUS keys can be ordered via ABUS Online Key Service
Where can I get spare parts for my Velorbis bicycle?
Almost all of our bicycle parts and components are compatible with international standard measures. You should be able to get the most spare parts in a bicycle shop near you. If, however you find it difficult to find a specific part, you can always get in touch with us for further assistance. Painted parts can also be ordered through us. Please allow app. 4 weeks of production lead times for such painted parts. If you require help with getting a spare part, please find your receipt before contacting us, as the receipt often states the bicycle model name, colour code, and size. These are all relevant information, that we need from you when contacting us. Many times a picture of your bicycle will also speed up the process of finding the relevant spare part.
How do I maintain my new leather saddle?
Please find the leather care guidance here
How is the Velorbis wood crate attached to the bicycle?
Warranty and liability
What warranty does Velorbis offer?
Velorbis warrants that our bicycle frames will correspond with their specification at the time of delivery and will be free of defects in workmanship and material, for a period of 25 years from the date of purchase. Rust is not covered by this warranty. We warrant that our bicycle forks will correspond with their specification at the time of delivery and will be free of defects in workmanship and materials, for a period of 5 years from the date of purchase. Rust is not part of this warranty. Velorbis likewise, warrants all other original bicycle components that will correspond with their specification at the time at delivery and will be free of defects in workmanship and material, for a period of two years from the date of purchase. Rust of frame and fork is not part of the extended warranty.
Velorbis shall be under no liability in respect of any defects arising from fair wear and tear, willful damage, negligence, abnormal working conditions, failure to follow the assembly instructions, misuse or alteration or repair of the goods without Velorbis’ approval; the above warranty does not extend to parts, material or equipment not manufactured by Velorbis, in respect of which customers shall only be entitled to the benefit of any such warranty or guarantee as is given by the manufacturer to the Velorbis.
How do I report a claim?
Any claim which is based on any defect in the quality or conditions of goods or their failure to correspond with specifications shall (whether or not delivery is refused by the customer, be notified to Velorbis within two days from the date of delivery or (where the defect or failure was not apparent on reasonable inspection) within a reasonable time after discovery of the defect or failure.
If delivery is not refused, and the customer does not notify Velorbis accordingly, the customer shall not be entitled to reject the goods and Velorbis shall have no such liability for such defects or failure, and the customer shall be bound to pay the price as if the goods had been delivered in accordance with these conditions.
Where any valid claim in respect of any of the goods which is based on any defect in the quality or condition of the goods or their failure to meet specification is notified to Velorbis in accordance with these Conditions, Velorbis shall be entitled to replace the goods (or the part in question) free of charge or, at Velorbis’ sole discretion, refund to the customer, the price of the goods (or a proportionate part of the price), but Velorbis shall have, no further liability to the customer.