Frequently Asked Questions
After you place an online order, we will keep you informed via email. You will receive a confirmation with your purchase and we will let you know via a shipping confirmation when your order is on its way! From there you have tracking that you can trace through one of our shipping partners. If you create a store account during checkout, you can also check your order status there.
Picking up your online order at our location in Amsterdam is of course free and possible within our opening hours. Select this option during checkout.
After your order has been placed, we usually can't change it because our team works quickly. Please contact our customer service team at firstname.lastname@example.org and we will do our best to find a solution.
The moment your order is shipped, you will see 'Shipped' under my orders next to the order. There you will also find a link to the Track & Trace of your order. You will also receive a shipping confirmation by e-mail with a PostNL, DHL, DPD, or Bicycle Couriers Track & Trace code, which you can use to track the shipment.
This is possible if you have chosen to create an account during checkout. You can view all your previous orders by logging into your account. Both your online purchases and your in-store purchases are included in this overview.
You can find and download your invoices in your account. Once logged in, click on 'my orders' for your order overview. Go to the correct order and click on 'details'. Then a button will appear with 'download your invoice'. You can also find order confirmation in your email.
At Maats we ship parcels all over the world. So if you live on planet Earth and you have an address, you can order from us and have your package delivered to you as soon as possible.
We ship your order for free from an order of at least €50. If you place a smaller order, we charge €6 shipping costs. We make an exception for small items such as socks or a cap because you can order these for €4.50 shipping costs.
Do you want to have an order delivered outside the Netherlands, but within Europe, we charge €10 shipping costs, but it is free from €250. Shipping costs for an order outside Europe is €25 and free with an order from €300.
International shipments often involve duties and surcharges. Unfortunately, we cannot bear these costs. If you want to use international shipping, please contact us so that we can inform you about any additional costs.
After you have completed the order, we will start working on it. We will send the package to you as soon as possible, but in any case the next working day. If you order before 15:00, the package will be shipped the same day and usually delivered the next working day.
We understand this is very frustrating. Unfortunately, we also depend on the delivery services and they are not always accurate in giving the correct information. For example, we have seen many times that a package seemed missing or delayed and then suddenly it was delivered to the right address. The difficult thing about this situation is that we have the same information as you via the T&T link and can therefore not tell you more in case of a delayed shipment. We therefore ask you to be patient. If the status still hasn't changed after a few days, please contact us.
That is of course possible. You can enter a different delivery address when placing your order.
We try to make paying for your order at Maats as easy and safe as possible for you. That is why we have chosen the following payment options:
Ideal - Most used online payment system in the Netherlands.
Mastercard/Visa/Amex - Of course you can also pay with your credit card at Maats.
PayPal - Worldwide known online payment system
Bancontact - Most used online payment system in Belgium.
You can also pay with a gift card at Maats.
All product prices include VAT. If you have questions about VAT on your order, let us know.
You can return your online order up to 14 days after receipt. We will then send a replacement product or refund the amount, always in consultation. Products can only be returned in new, unworn, unwashed condition in the original packaging.
Purchases that you have made in our store and that turn out not to be to your liking can be returned within 14 days. You can choose to exchange it for another product or you can return it. In this case you will receive a Maats voucher with the value of your purchase that you can use for a future purchase in our store.
1. Pack the products in the same way you received them
2. Print the return form, fill it in and include it with the return shipment
3. Send the package via the post office to our address stated on the return form.
Download the return form here.
This is always possible. If your order is not to your liking or if it is not the right size, you can always drop by the store to exchange your purchase for the right size or another product.
We will let you know when we have received your order back. If you have chosen a replacement product/size, we will send it to you as soon as possible. If you have indicated on the return form that you want the purchase amount back, we will refund this to your account within 14 working days after receipt of your return.
Returning the product is at your own expense, if you want to exchange for another product, we will send it for free.
At Maats you can rent a racing bike. Are you looking for a road bike for a specific cycling event and don't have one? Do you want to introduce your friend to cycling or are you visiting Amsterdam and do you want a good racing bike for a few days? Then we are happy to help you!
You can reserve a bicycle on this page. Would you like to know more about how renting a bicycle works? Then look here.
For all your questions about renting a road bike and finding the right size, look at this page.
By selecting the right size and combining it with the dates that you want to rent the bike, you can immediately see whether the bike is available. If it is not possible to make this combination (your size + desired date), the bike you are looking for is unfortunately already rented out and therefore not available.
Yes this is possible! There are two options: a physical gift card that we send or an e-gift card that you receive in your email. Both can be topped up with an amount between €25 and €250.
A Maats Gift Card is valid for one year from the date of issue.
At the moment you cannot check this yourself (yet). Please contact Maats for this and we will be happy to tell you the value on your card. In the store we can find out the value on your card quite easily.
From time to time, we will run discounted pricing on specific items as part of a sale or promotion. Subject to the sentence below, Maats is happy to compensate the difference in price between the amount paid and the discounted price, in the form of a Gift Card, if the item was purchased at full price within 14 days of the commencement of the specific discount. Please note that we are not able to offer any refund or voucher if the same item (inc. colour/size) is not in stock at the specific delivery address warehouse, as seen on Maats.cc at the time of the request, or if the item was originally purchased at a discounted sale price, or if we have already provided a price match on the order. Unfortunately, we cannot reimburse reductions in product prices within the offer period.
Refunds and/or compensation refunds are not possible with first order promotional discounts.
It is of course possible that a product or a certain size that you would like to have is not in stock. In most cases, the product is temporarily out of stock. In that case, it is best to leave your details on the product page via the 'NOTIFY ME WHEN AVAILABLE' button. In that case, you will receive a notification when the product is back in stock so that you can order it first.
Crash replacement and damage
This is obviously annoying and not the intention. A product that you order from us must of course be flawless and without damage. If this is not the case, we will of course solve this for you! Contact us and we will provide a replacement product or a suitable solution as soon as possible.
This is of course very annoying, but unfortunately falling is part of cycling. This can damage your clothing. There is of course a difference between a production error or damage/damage due to misuse. We would be happy to look for a solution together with you. Send an email to email@example.com with a description of the problem and clear pictures. We will then assess the damage and let you know whether we can solve it for you.
In that case, it is best to contact Wahoo distributor 2moso (firstname.lastname@example.org). They can analyze what the problem is and help you as well as possible. If the problem cannot be solved (for example due to a software update or a reboot), you will receive a replacement product if your purhcase is within the warranty period. You may then need a proof of purchase/order confirmation from us. Please contact us if you no longer have it.
It is of course possible that a product or a certain size that you would like to have is not in stock. In most cases, the product is temporarily out of stock. In that case, it is best to leave your details on the product page via the back-in-stock app. In that case, you will receive a notification when the product is back in stock.
That's a nice compliment! We'd love to talk to you. Send us an email to email@example.com and tell us a little about yourself and your plans and we'll get back to you shortly.