FAQ | Často kladené dotazy

No. You can place an order on our e-shop even without registration. However, we recommend registering because it allows you to track orders, save addresses, and shop faster in the future.

In the top right corner, click Login and then select Register. Fill in your details, create a password, and your account will be ready.

The CZK 29 fee is not for shipping. It is a fee for cash-on-delivery payment processing. If you want to avoid this charge, choose online payment or bank transfer.

You can check your order status by logging into your customer account in the My Purchases section. If you are not a registered customer, you can verify the order status using your order number and e-mail address in the Order Status section.

In most cases, this means that the last available item has already been added to the cart by another customer and is therefore temporarily reserved.

In that case, please contact us at +420 603 498 988 and we will check whether the product can still be ordered.

If you would like to ship two or more orders in one parcel, please add your request to the order note or contact us as soon as possible. If the orders have not yet been dispatched, we will try to merge them.

If the order has not yet been dispatched, we can still update it. Just e-mail us at info@katmar.cz or call +420 603 498 988.

We apologise for the inconvenience. We will do our best to resolve the issue as quickly as possible.

1. E-mail us at info@katmar.cz.
2. Pack the incorrectly delivered goods and include the completed return form (download here).
3. Send the parcel to our address. We will reimburse the shipping cost.
4. We will send the correct goods or offer a suitable solution as soon as possible.

If you cannot send the goods yourself, contact us and we will try to arrange parcel collection from your chosen address.

If a product is sold out, you may see the label Availability on request. This usually means that the item is not currently in stock, but it may still be available in our central warehouse or already on its way to us. If you would like to reserve the product, simply fill in the short form on the product page and we will inform you as soon as it arrives.

Orders placed before 12:00 are dispatched on the same working day, provided the goods are in stock and the order is paid online or placed with cash on delivery. For bank transfers, dispatch may be delayed due to payment processing time.

Orders are usually dispatched within 1 working day after payment is received. Delivery time then depends on the chosen shipping method:

• Czech Republic: usually 1–2 working days
• Slovakia: usually 2–3 working days
• International deliveries: individually based on destination

Yes. We do deliver internationally, but please note that shipping costs may be higher depending on the destination country.

Once your order has been dispatched, we will send you an e-mail with a tracking number. You can then enter it on the carrier’s website to see the current delivery status.

If your parcel has not arrived within 5 days after dispatch, please contact our customer support and we will check the status of your shipment with the carrier.

Yes, but you need to contact us as soon as possible. Orders placed before 12:00 are often shipped the same day. You can contact us by phone at +420 603 498 988 or by e-mail at info@katmar.cz.

As soon as your order is ready for collection, we will send a confirmation e-mail to the address provided in the order. Please wait for this confirmation before coming to the shop.

If you cannot collect the goods in time, contact us and we will arrange the next steps.

Full information can be found in our separate section Exchanges, Returns and Complaints.

• Payment card (Visa, Mastercard)
• Bank transfer
• Cash on delivery
• Apple Pay, Google Pay

Yes. All online payments are processed through the secure and certified ComGate Payments gateway. All transactions are encrypted and regulated by the Czech National Bank. More information can be found in the Payment Security section.

Simply enter the voucher number in the discount code field and the system will adjust the price of your order. The voucher can be redeemed both on our e-shop and in person at our shop.

Do not worry, your money will not be lost. The fastest solution is to create a new order and try the payment again. We will automatically cancel the original order.

Alternatively, you can wait for payment instructions by e-mail or contact us at +420 603 498 988 or info@katmar.cz.

Choosing the right bike depends on your needs. Basic overview:

• Mountain bikes (MTB) – ideal for trails, forests and off-road riding
• BMX – ideal for tricks, jumps and riding in bike parks or around the city
• Road bikes – lightweight and fast bikes for asphalt
• Gravel bikes – versatile bikes suitable for both roads and light terrain
• City and trekking bikes – comfortable for commuting and longer trips
• E-bikes – ideal for easier riding and longer range

If you are not sure, e-mail us at info@katmar.cz and we will be happy to help.

MTB:

• Designed for off-road, forest and mountain riding
• Usually equipped with a suspension fork or full suspension
• Larger wheels for better stability
• Derailleur for easier climbing

BMX:

• Small and lightweight frame for maximum control
• Rigid fork and simple gearing
• Designed for tricks, jumps and skateparks
• Durable construction for hard impacts

Frame size depends on your height and the manufacturer’s recommendation, which we always include on the product page.

• 150–165 cm → 15–16" (S)
• 165–175 cm → 17–18" (M)
• 175–185 cm → 19–20" (L)
• 185–195 cm → 21–22" (XL)
• 195 cm and above → 23" (XXL)

Each manufacturer may vary slightly, so we recommend checking the specific measurements and geometry.

• Carbon – lighter, better vibration absorption, but usually more expensive
• Aluminium – more affordable, durable, but usually slightly heavier

• Clean the chain and cassette regularly
• Dry the frame and components after riding in the rain
• Check brakes and shifting regularly
• Before the season, check tyre pressure and bolt tightness
• We recommend having your bike professionally serviced before the season

We recommend regular servicing 1–2 times a year or approximately every 2,000 km. If you ride more intensively, more frequent service may be needed. You can book service by phone at +420 774 442 587, by e-mail at servis@katmar.cz, or in person at our Prague shop.

To make sure your bike is ready for the season, we carry out a thorough inspection and adjustment of the key parts.

• We check and adjust tyre pressure
• We tune brakes and shifters
• We tighten bolts and important connections
• We lubricate the chain and moving parts
• We assess component wear and recommend replacement if needed

Standard pre-season service is usually completed within 48 hours, depending on current workload and parts replacement needs.

We recommend lubricating the chain every 100–200 km or after riding in rain or mud.

As a general rule, the chain should be replaced after approximately 1,500–2,500 km, depending on riding conditions and maintenance.

The recommended pressure can be found on the sidewall of the tyre. As a general guide:

• Road bikes: 6–8 bar
• Mountain bikes: 1.8–3 bar
• Gravel and trekking bikes: 3–5 bar

If you notice cracks, a significantly worn tread, or more frequent punctures, it is time to replace the tyre.

If you do not ride during winter, we recommend washing the bike, lubricating the chain, lowering tyre pressure, and storing it in a dry environment.

• Do not leave the battery fully discharged for a long period
• Store it at 10–20 °C
• Use the correct charger
• Do not charge it to 100% unless necessary

You can change your password by clicking Login in the header and then selecting Forgot Password below the login form.

1. Click Register at the top of the page
2. Fill in your name, e-mail and choose a password
3. Confirm your registration and log in to your account

• Faster checkout – no need to enter your details every time
• Order overview – track the status of your orders online
• Exclusive offers – promotions for registered customers
• Saved favourite products – quick access to your favourites

You can edit your details at any time after logging into your account in the My Profile section.

If you wish to delete your account and personal data, please e-mail us at info@katmar.cz. Your request will be processed in accordance with GDPR.

Your personal data is safe with us. We use modern security technologies, including data encryption and secure servers. We comply with GDPR and never share your data with third parties without your consent, except where necessary to fulfil your order.

We only store the data necessary for order processing and customer service:

• Name and surname
• Billing and delivery address
• E-mail and telephone number
• Payment details (excluding card data)
• Order history

Yes. You have the right to request deletion of your account and personal data. Simply e-mail us at info@katmar.cz and we will process your request in accordance with GDPR.

If you would like to receive a copy of the personal data we store about you, please e-mail us at info@katmar.cz. We will respond in accordance with GDPR requirements.

Yes. You may withdraw your consent to personal data processing at any time. Just e-mail us at info@katmar.cz and we will handle your request in accordance with GDPR.

Every marketing e-mail contains an unsubscribe link. Once clicked, your e-mail address will be removed from our mailing list.

We handle your data with the utmost care and in accordance with the law. This means that we do not sell or misuse it.

Your data is only accessible to authorised staff who process orders and provide customer support.