Important Contacts
Customer Support
Telephone: + 420 603 498 988
e-mail: info@katmar.cz
e-mail: info@katmar.cz, reklamace@katmar.cz
Working hours: Mon-Fri 8:00-17:00
Service and Shop
Shop: + 420 603 725 897
Service: + 420 774 442 587
e-mail: info@katmar.cz
Adress: Bubenské nábřeží 705/8, Prague 7, 170 00
Working hours: Mon-Fri 10:00-18:00, Sat 9:00-12:00
General
Do I have to register before buying?
No, you can place an order on our e-shop even if you are not registered. Registration is recommended to allow you to track orders, save addresses and communicate and buy faster. At the same time you can get benefits.
How can I create an account on the e-shop?
In the top right corner, click on "Login" and select "Register". Fill in your details and create a password. Registering will allow you to track orders, save addresses and shop faster.
Why do I pay 29 CZK for cash on delivery when I get free shipping?
The price of 29 CZK is not for shipping, but for arranging payment to our account. If you want to avoid this fee, you can pay your order via the payment gateway on our website or by bank transfer.
How do I check the status of my order?
You can find out the status of your order simply by logging into your customer account in the "My purchases" section. If you are not a registered customer, you can check the status of your order by entering the order number and your email address in the "Order Status" box.
What should I do if I can't add an item to my cart?
In this case, it is probably because another customer has put the same product in the cart a few moments before you did, and the next piece in the desired size is no longer in stock. The product is then reserved for this customer who placed the item in the basket earlier.
However, you can try calling us on +420 603 498 988 to see if there is an error elsewhere.
Need to merge orders?
If you wish to send two or more orders in one package, please write your request in the order notes. If we have not yet shipped your orders we will merge them.
Do you need to add additional items to your order?
If the order is not already shipping, we may interfere with it. Just send your request to info@katmar.cz or call us on +420 603 603 498 988.
What should I do if I receive different goods than I ordered?
We apologize for this inconvenience, we will resolve the situation as soon as possible.
How to proceed?
- Email us at info@katmar.cz
- Pack the incorrectly delivered goods and enclose the completed return form (download HERE).
- Send the parcel to our address - we will reimburse the postage.
- In the meantime, we will send you the correct goods or offer a replacement solution as soon as possible.
Can't send the goods yourself? Contact us and we will arrange for the package to be collected from your chosen address.
What does "Availability on request" mean?
If a product is out of stock you will see a "Availability on Request" sign, this means that the item is currently out of stock but may be available in our central European warehouse or on its way to us. Would you like to reserve a product? Simply fill in the short form and once the goods arrive, we will inform you immediately and dispatch your order as quickly as possible.
Shipping and delivery
What is the fastest way to deliver the goods?
Orders placed before 12:00 are dispatched the same day if the goods are in stock. The order must be prepaid by credit card or ordered on delivery. For bank transfer, there may be a delay in dispatch due to payment processing time.
How long does it take to deliver an order?
Orders are usually dispatched within 1 working day of payment. Delivery time varies depending on the chosen shipping method - within the Czech Republic it takes 1-2 days, to Slovakia 2-3 days and international deliveries are made individually.
Do you also deliver abroad?
Yes, if you wish, we can deliver abroad, but you have to take into account a higher postage fee.
How can I track my shipment?
After you submit your order, you will receive an email with a tracking number that you can use on the carrier's website to track the delivery status in real time.
Can I track my order?
Yes. We will email you a tracking number after shipment. Simply enter it on the carrier's website to see the current status of your shipment.
What should I do if my parcel has not arrived?
If your shipment does not arrive within 5 days of shipment, please contact us at the customer support number and we will check the status of your order with the carrier.
Can I change my delivery address afterwards?
Yes, but you need to contact us as soon as possible, as we ship orders you place before 12pm the same day and other orders the next day. You can do this by calling +420 603 498 988 (weekdays 8am - 4pm) or by emailing info@katmar.cz (we reply within 24 hours).
How do I know if I can pick up my order in store?
As soon as your order is ready to be picked up at the store, we will send you the email specified in the order. Please wait for this message before heading to the store so that we can issue the goods to you without waiting. After 7 days we have the right to withdraw from the contract and cancel your order.
Can't make it and still want to collect the goods? Contact our Customer Service Centre on +420 603 725 893 or email info@katmar.cz to make arrangements.
Complaints, returns and exchanges
Explore our exchange, returns and complaints section.
Payment methods and vouchers
What payment methods can I use?
- Payment card (Visa, Mastercard)
- Bank transfer
- Cash on delivery (payment on collection)
- Apple Pay, Google Pay
Are online payments safe?
Yes, all online payments are made through the secure and certified payment gateway ComGate Payments, a.s. All transactions are encrypted and subject to regulation by the Czech National Bank. For more information, see Payment Security
How do I redeem a voucher in the e-shop?
Just enter the voucher number in the discount code field and the system will adjust the price of your order. The voucher can only be redeemed in our e-shop or in person at our stores.
What should I do if my card payment has not been processed?
Don't worry, you won't lose your money, even this scenario can happen. The quickest way is to create a new order and try again. We will automatically cancel your original order for you. Or you can wait and we'll send you payment instructions via email. Or call us +420 603 498 988 or email info@katmar.cz and we'll sort everything out quickly.
Questions about products and selection
How do I choose the right bike?
Choosing a bike depends on your needs.
Basic overview:
- Mountain bikes (MTB) - ideal for off-road, forest and mountain trails.
- Bicycle Motocross (BMX) - ideal for those who want to do tricks in bike parks and jump all over the city.
- Road bikes - suitable for riding on asphalt, light and fast.
- Gravel bikes - versatile, can handle both road and light terrain.
- City and trekking bikes - comfortable for longer trips and into town.
- Electric bikes - ideal for those who want an easier ride and longer range.
If you're not sure, email us at info@katmar.cz and we'll be happy to advise you.
What is the difference between MTB and BMX?
MTB (mountain bikes)
- Designed for off-road, forest, mountain riding
- Has a suspension fork or full suspension frame for comfort
- Larger wheels (26", 27.5" or 29") for better stability
- Equipped with derailleur for easy pedaling up hills
- If you're looking for a bike for trail, forest and longer rides choose an MTB
BMX (freestyle and racing bikes)
- Small and lightweight frame (usually 20" wheels) for maximum control
- Fixed fork and simple gearing
- Designed for tricks, jumps and skatepark riding
- Durable construction to withstand hard impacts
- If you want to do tricks, jump and ride in the bike park choose BMX
- How to choose the right size bike?
How to choose bike size?
The frame size depends on your height and the supplier's recommendation, which we always include in the product section.
Approximate overview:
- 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 over → 23" (XXL)
Each manufacturer may vary slightly, we recommend checking specific measurements.
What's the difference between a carbon frame and an aluminium frame?
Carbon - lighter, stronger, better vibration damping, but more expensive.
Aluminium - more affordable, durable, slightly heavier.
Service and maintenance
Proper maintenance of the bike extends its life, increases safety and smooth running. Regular servicing is crucial not only for professionals but also for recreational cyclists.
How to care for your bike properly?
- Clean the chain and cassette regularly.
- Dry the frame and components after every ride in the rain.
- Have your brakes and gears serviced every 500 km.
- Always check tyre pressure and bolt tightening before the season.
- We recommend that you have your bike serviced before the season.
How often should a bike be serviced?
We recommend a regular service 1-2 times a year or every 2,000 km. If you ride extensively, servicing may be needed more often. You can arrange a service by calling us at +420 774 442 587, by e-mail servis@katmar.cz, or in person at our Prague shop at Bubenské nábřeží 705/8, Prague 7, 170 00. Opening hours: Mon-Fri 10:00-18:00, Sat 9:00-12:00.
How is the pre-season maintenance done at our shop?
To make sure your bike is ready for the season and your ride is safe and comfortable, we will perform a thorough inspection and adjustment. We focus on the key parts that affect the performance and longevity of your bike.
What we'll do:
- We will check and adjust the tyre pressure according to the recommended values.
- We will adjust brakes and shifters for smooth operation and maximum safety.
- Tighten bolts, fasteners and other connections to prevent loosening while driving.
- We lubricate the chain and moving parts to keep them running smoothly and lasting longer.
- Assess wear on parts (chain, cassette, brake pads, tyres) and recommend replacement if necessary.
How long does it take?
We can usually handle a standard pre-season service within 48 hours, but depending on service workload and the need to replace parts, the time may vary.
How often should I lubricate my chain?
We recommend lubricating the chain every 100-200 miles or after riding in rain and mud.
How do I know when my chain needs to be replaced?
It is a good idea to change the chain after about 1,500-2,500 km.
How much pressure should my bike tyres have?
You should find the recommended pressure on the side of the tyre. The pressure varies depending on the type of bike and the terrain.
- Road bikes: 6-8 bar
- Mountain bikes: 1.8-3 bar
- Gravel and trekking bikes: 3-5 bar
How do I know if I need a new tyre?
If you see cracks, a worn pattern or punctures are more common, it's time for a replacement.
How do I prepare my bike for winter?
If you don't ride over the winter, we recommend washing the bike, lubricating the chain, lowering the tire pressure and storing it in a dry environment.
How to extend the battery life of an electric bike?
We recommend:
- Do not leave the battery discharged for a long time.
- Store it at temperatures between 10-20 °C (not in freezing temperatures or in direct sunlight).
- Use the correct charger and do not charge it to 100% unless necessary.
Customer account
I forgot my login details, now what?
You can change your password by clicking the "Login" link in the header and then the "Forgot Password" link below the form.
How do I create a customer account?
Signing up is easy and takes just a few minutes:
- Click "Register" at the top of the page.
- Fill in your name, email and choose a password.
- Confirm your registration and log in to your account.
What benefits do I get by registering?
- Faster orders - you don't have to enter your address every time.
- Order overview - track the status of your orders online.
- Exclusive offers - discounts and promotions only for registered customers.
- Save your favourite products - easy access to your favourites.
How can I change my account details?
You can edit all your details at any time by logging into your account in the "My Profile" section.
I want to delete my account, how do I do it?
If you wish to delete your account and any personal data, please email us at info@katmar.cz and we will process your request in accordance with GDPR.
Data protection and GDPR
see more in the Privacy Policy section.
How do you protect my personal data?
Your personal data is safe with us. We use modern security technologies such as data encryption and secure servers. We comply with GDPR regulations and never share your data with third parties without your consent, except as necessary to process your order (e.g. forwarding to a carrier).
What personal data do you hold about me?
We only keep the data necessary to process orders and provide services:
- Name and surname
- Billing and delivery address
- E-mail and telephone number
- Payment details (not card details)
- Order history
Can I request deletion of my account and details?
Yes, you have the right to request the deletion of your account and personal data. Simply email us at info@katmar.cz and we will process your request in accordance with GDPR.
How can I get an overview of my stored data?
If you would like to receive a copy of all the personal data we hold about you, please email us at info@katmar.cz with your request. We will respond to you as mandated by the GDPR. You can delete your personal data in your personal account.
Can I request deletion of my account and data?
Yes, you can withdraw your consent to the processing of your personal data at any time. Just email us at info@katmar.cz and we will process your request in accordance with the GDPR.
How do I unsubscribe from marketing emails?
You will find an unsubscribe link or incentive in every marketing offer email. Just click on it and your email address will be removed from the database.
What happens to my personal data? Or who has access to my data?
We handle your data with the utmost care and according to the law. This simply means that we do not sell or misuse it.
Your data is only accessible to authorized personnel who handle order processing and customer support. We never sell or rent personal information to third parties.