{"id":6078321,"date":"2025-10-16T17:00:52","date_gmt":"2025-10-16T15:00:52","guid":{"rendered":"https:\/\/rap-webshop.nl\/customer-service\/"},"modified":"2025-11-13T16:39:30","modified_gmt":"2025-11-13T15:39:30","slug":"customer-service","status":"publish","type":"page","link":"https:\/\/rap-webshop.nl\/en\/customer-service\/","title":{"rendered":"Customer service"},"content":{"rendered":"\t\t
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Customer service<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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General<\/h4>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Ordering bicycles and specific (system) parts is reserved for dealers and users of an electric bicycle from RAP. Batteries, chargers and related products are generic and can be ordered by anyone. If you use a RAP electric bicycle and would like to order a specific part for your bicycle, please send us an email.<\/p>

Further down this page you will find answers to questions regarding ordering and payment methods, delivery, shipping, returns, and warranty. You will also find information about using and managing your battery. If you cannot find the answer to your question, please contact us at info@traprap.nl. We will do our best to answer your question the same day. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t

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Contact details<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Opening hours<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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On weekdays from 09.00 – 17.00 (closed on Saturdays).
Available by phone, email and WhatsApp.<\/p>

Prefer to visit in person? We would be happy to make an appointment with you.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t

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Contact details<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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Office:
Dr. Hub van Doorneweg 157 – 12
5026 Rc Tilburg<\/p>

Tel: 013 2032048
Email: info@traprap.nl
retour@rap-webshop.nl
WhatsApp: (green button at the bottom of each page)<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t

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Frequently Asked Questions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow can I order?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

You can order the desired product by selecting it in the webshop and continuing through the checkout process, including payment. You can create an account if you wish, but it’s not required. After placing your order, you will receive an email confirmation.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Availability is indicated in the product description.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tI want to change or cancel my order, is that possible?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

To change or cancel your order, please contact customer service as soon as possible. If the product has not yet been shipped, we will stop the shipment and refund your money. If the order has already been shipped, the return procedure will take effect. You will find this further on in this FAQ.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tI can't order digitally or ordering in the webshop doesn't work?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

In this case, please contact us. We are happy to assist you with ordering via the webshop or, if not, we will discuss an alternative ordering method with you.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow can I pay for my order?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Customers from the Netherlands can pay with Ideal, credit card, Paypal or (for orders from \u20ac 100) via Klarna afterwards. The same options apply to customers from Belgium, except that Belgian Bankcontact replaces Ideal. Separate payment arrangements are made with dealers.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tCan I, as a business customer, receive delivery on invoice?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

No, this service is reserved for dealers only. As a registered bicycle repairer\/bicycle retailer, you will receive a trade discount from us. Please ask for the conditions via customer service.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow do I know if the order was successful?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

You will receive an email confirmation of your order from us. If you paid with iDEAL or bank contact, the amount will be debited from your bank account almost immediately. You can also use this to check whether the order was successful. If you paid by credit card or you pay later with Klarna, you will receive an order confirmation by email stating this payment method. If you have not received a confirmation email or the payment via Ideal\/Bankcontact is not debited, please contact us.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tHow do I use the coupon code from the voucher?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

If you have received a code from us, for example for a promotion, you can redeem it by entering it in the coupon code box in the shopping cart. If you then click on \u201capply voucher\u201d, the agreed discount will be deducted from the purchase price.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tI have returned the order. How and when can I expect my money back?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Once we have received your returned order, we will check the contents of your shipment. If everything is in order, the refund order will be created. We aim to have your money refunded to you within 3 working days of receipt of the returned products. If you have not received the money from us within 5 working days after returning the products, please contact customer service. Please do not forget to include your name and original order number as well as the shipping confirmation information. <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t

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We deliver your order with PostNL or with our own delivery service. Delivery will be made to the address you specified. We do not yet offer the option to collect your order from a collection point.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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Orders of \u20ac100 and above are shipped free of charge. For orders under \u20ac100, shipping within the Netherlands costs \u20ac6.95 and shipping to Belgium costs \u20ac8.95.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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RAP generally supplies everything from stock and ships orders within 1 working day. If the delivery service is not delayed, the order will be delivered the next working day.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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You will receive an email from PostNL containing the track & trace information for your order. You can track your order via the link in this email. If we deliver the order ourselves, you will be called in advance to inform you of the delivery time.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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First, check the status of your order via the track & trace information or ask your neighbors if the package might have been delivered there while you were not home. If this does not provide further clarity, please contact customer service.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\tThe package is damaged, what now?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

Do NOT accept a damaged package but return it immediately to the sender. If you do accept the package, please immediately take photos of the packaging and the products you received and send them to customer service for consultation.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t

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If (part of) your order is unnecessary, incorrect, damaged, incorrect, incomplete, or defective, you can return your order within 14 days of receipt and claim a refund. After this period, the normal (factory) warranty period comes into effect.<\/span><\/p>\n

To ensure smooth and correct processing of your return, please keep the following in mind:<\/p>\n

\u2022 Please ensure that the product(s) are returned complete, in their original condition and without any signs of use, preferably in the original packaging. You can of course unpack the products and check their functionality, but we would like to receive them back in the same condition as you received them from us.<\/p>\n

To minimize the risk of damage or theft, we request that you place the original packaging in an additional outer box when returning.<\/p>\n

\u2022 If there is any reduction in value due to use, careless or incomplete returns, costs may be charged. If this is the case, our customer service will contact you in advance.<\/p>\n

\u2022 The cancellation period is 14 days after the physical delivery of the product (to you or a person designated by you).<\/p>\n

\u2022 If we have made a mistake by delivering an incorrect product or if the item turns out to be defective, we will cover the return costs. In all other cases, the return costs are at your own expense.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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