Order & Payment
What payment methods do you accept?
We accept credit and debit cards as well as other secure online payment methods available at checkout. For orders shipped within Slovenia, we also offer cash on delivery, subject to an additional fee.
When is my payment processed?
Payment is processed immediately at the time of purchase.
Can I change or cancel my order after placing it?
Yes, changes or cancellations are possible before the order is shipped. Please contact us as soon as possible after placing your order, and we’ll do our best to assist you.
Will I receive an order confirmation after payment?
Yes. After your payment is successfully completed, you will receive an order confirmation email with your order details at the email address provided during checkout.
Shipping
Do you ship worldwide?
Yes, we ship worldwide. We ship from Slovenia (EU). As we are not VAT registered, VAT is not charged and no additional taxes apply within the EU. For deliveries outside the EU, local customs duties or import taxes may apply according to you country’s regulations. These charges are the responsibility of the customer. However, delivery to some countries may be limited or temporarily unavailable due to external circumstances beyond our control.
When will my order be shipped?
Orders are typically shipped within 1–2 business days after payment is received.
During periods of increased order volume or due to unforeseen circumstances, processing times may be slightly extended.
When will my order be delivered?
Delivery times depend on the destination and shipping carrier.
Once your order is shipped, you will receive a tracking number that allows you to follow the delivery progress. For estimated delivery times for each country, please refer to our Shipping policy page.
How much does shipping cost?
Shipping within Slovenia costs 5 € for all orders. For orders outside Slovenia, the shipping cost is calculated at checkout based on the destination country and the selected shipping method. The final shipping fee will be clearly displayed before completing the purchase.
Express delivery is available upon request, with pricing confirmed according to the destination.
Are there any addtional costs after the pruchase?
No additional costs apply after purchase for orders within the EU.
For orders outside the EU, local customs duties, import taxes, or handling fees may apply according to your country’s regulations and are the responsibility of the customer.
Do shipping times include customs clearance?
Shipping times do not include customs clearance. For deliveries outside the EU, customs processing may cause additional delays that are beyond our control.
What should I do if my order hasn’t arrived yet?
If your order hasn’t arrived yet, please first check the tracking information provided in your shipping confirmation email. If the tracking status hasn’t been updated for an extended period or if the estimated delivery time has passed, please contact us and we’ll be happy to assist you.
Do you offer express shipping?
Yes, we offer express shipping. Please contact us before or immediately after placing your order so we can confirm availability and additional costs based on your destination.
Returns & Refunds
What is your returns and refunds policy?
You may return goods within 14 days from the date of delivery. Returned items must be unused, undamaged, and in their original packaging with all original documentation. Once the return is approved, the full purchase price will be refunded. For more information please see our Return policy.
How do I return an item?
To return goods or withdraw from the contract, please send a clear written notice by post to Andrej Rakun s.p., Matke 51, 3312 Prebold, Slovenia or by email to rackun.bike@gmail.com. The goods must then be returned at your own expense.
How long do refunds take to process?
Refunds will be processed as soon as possible and no later than 14 days after we receive the returned goods or your notice of contract withdrawal.
Will I receive a full refund, including shipping costs?
You will receive a full refund of the purchase price. The customer is responsible for the cost of returning the goods, which is not refundable.
Are there any items that cannot be returned or refunded?
Returns are accepted only if the goods are returned undamaged, unused, and in their original packaging. If the goods are damaged, spoiled, lost, or reduced in value due to improper handling, the customer is responsible for any reduction in value.
Product information
What is the rack made of?
The rack is made from high-quality structural steel, ensuring strength, stability, and long-term durability. All contact points are protected with leather, felt, and rubber to prevent scratches and protect the bike frame.
What types of bikes is it compatible with?
The rack is compatible with all types of bicycles up to 20 kg. For bikes with a sloping top tube, we recommend RACKun M, which features an adjustable holder angle to keep the bike in a horizontal position. For bikes with handlebars wider than 46 cm, we recommend RACKun A, which offers an adjustable distance from the wall for additional clearance.
What is the difference between RACKun F and RACKun A?
In addition to the visual difference, the main difference is that the RACKun F (fixed bike rack) is suitable for handlebars up to 46 cm wide, whereas the RACKun A (adjustable bike rack) accommodates handlebars up to 82 cm wide. Furthermore, with the RACKun A, you can adjust how far the bike sits from the wall.
There is also a difference in glasses storage: the RACKun A has a hole on the front where you can hang your glasses, while the RACKun F does not. On the RACKun F, glasses can be stored by placing them on the holder’s flat surface.
Is it suitable for heavier bikes?
Yes, the racks are tested to support bikes weighing up to 20 kg.
Is the rack easy to install?
Yes, the rack is easy to install and does not require advanced technical skills.
You will need a spirit level, a drill, and a screwdriver or power screwdriver. Installation instructions are included to guide you through the process and ensure proper mounting.
Can it be mounted on any wall?
The rack is designed to be mounted on solid walls such as concrete or brick, and suitable mounting hardware is included. Because of the combined weight of the rack and the bike, installation on drywall or lightweight wall materials such as aerated concrete is not recommended for safety reasons.
Warranty & Complaints
What does the warranty cover?
The warranty covers manufacturing defects and material faults under normal use of the product. Complaints can only be submitted by the person listed as the purchaser on the original invoice.
How can I file a warranty claim or complaint?
If you wish to file a complaint or warranty claim, please contact us within 8 days of receiving the product by email at rackun.bike@gmail.com
How long is the warranty period?
The warranty period is 2 years and applies to products used under normal conditions and for their intended purpose, in accordance with applicable consumer protection laws.
What is not covered by the warranty?
The warranty does not apply in cases of: improper or negligent use, mechanical damage, unauthorized modifications or alterations, use of incompatible or non-original components, damage caused by force majeure, damage resulting from failure to follow installation instructions
What should I do if I receive a defective or damaged product?
Please contact us within 8 days of delivery by email at rackun.bike@gmail.com
with a description of the issue. We will review your complaint and inform you of the next steps in accordance with applicable law.
Customer Support & Technical Assistance
How can I contact customer support?
You can contact us by email at rackun.bike@gmail.com. We aim to respond as quickly as possible during regular business hours.
What should I do if I experience a technical issue on the website?
If you experience any technical issues (such as problems with checkout or payment), please contact us by email and describe the issue. Including screenshots or error messages will help us resolve the problem faster.
What should I do if my payment fails or I encounter an error during checkout?
If your payment fails or an error occurs, please try again later or contact us at rackun.bike@gmail.com. Do not place multiple orders before receiving confirmation.
How quickly will I receive a response from support?
We strive to respond to all support inquiries as soon as possible, usually within 24 hours during business days.