Van Nicholas - Van Nicholas FAQ

What is your Order Payment Policy?

All prices are quoted in Euro. All purchases are made in Euro. The exchange rate for any International order will be determined by the credit card company (if paying by credit card) or by your bank (if paying by bank wire or money order). Please check with the respective institution to obtain their policies and rates of exchange.

1. Van Nicholas will accept MasterCard and Visa credit card payment for orders as long as the customer supplies all requested information regarding the issuing bank so that billing address and cardholder information can be verified. In addition Van Nicholas is only able to ship orders to the billing address on record with your credit card company. If we are not able to accurately verify this information, then payment will only be accepted by bank wire. Because our products are custom in nature, we will charge your credit card at the time of order. An adjustment will be made to your credit card if the order is cancelled.

Van Nicholas is NOT responsible for checks or money orders that are not delivered to our office. Please send your checks by traceable means (UPS, FedEx, DHL), signature required, and insured. By doing this, you fully protect yourself against possible loss.

2. Bank Wire: International & domestic orders can be paid by wire transfer. No orders will be processed until payment is received in full.

Our bank details are:

Bank Address:
Rabobank
Burg. De Zeeuwstraat 22
3281 AJ Numansdorp
The Netherlands

Account information:
European Bicycle Imports B.V.
Energieweg 23
3281 NH Numansdorp
The Netherlands
Account #: 3320.55.299
IBAN #:NL65RABO0332055299
Swift code: RABONL2U

European Community
All goods delivered within the European Community are subject to 19% VAT. Upon arrival no further duties or taxes will have to be paid. Goods sent outside the European Community are not subject to VAT. They may however be subject to local taxes and customs duties, payable by the buyer.

Any merchandise that is returned to Van Nicholas, after a failure to pay the appropriate duty, will be subject to a 10% restocking fee. It is the consumers’ responsibility to know the rules and regulations of importing into their country.

What is your Returns Policy?

Refunds will be credited in the same form as they were paid if a frame or bike is returned within 10 days of delivery. You receive the full refund of the purchase price (minus shipping charges).

Contact Van Nicholas at returns@vannicholas.com or +31 - (0)186 - 657718 to request a RA (Return Authorization) number.

We will ask you for the following information:
1.Your order number
2.The item(s) you wish to return
3.The reason for the return

How do I return an accessory or clothing?

Van Nicholas has a 30-day return policy on Accessory and Clothing purchases, which means any returns and exchanges must be completed within 30 days of original purchase. Returns will only be accepted if the product is returned it its ORIGINAL CONDITION, WITH IT’S ORIGINAL PACKAGING. USED CLOTHING IS NOT ELIGIBLE FOR RETURN OR EXCHANGE. If the product is not in a re-sellable condition, credit will not be issued and the customer will be responsible for return shipping charges. Credits will be issued in the form of original payment.

Steps to return a product:
1. Send the product with a copy of the receipt to:
Van Nicholas Bicycles
Attention: Returns Department
Energieweg 23
3281 NH Numansdorp The Netherlands

2. Please include your return address.

3. Indicate why you are returning the product, and if you would like a refund or exchange.

If I order today, how long will it take for me to get my bike?

From the time we receive the order, to the time you receive the bike, it is about a week and a half. It only takes about 2-4 days for a frame or accessory order to reach you.

How do I make a Warranty/Crash Replacement Claim?

Call Van Nicholas Customer Service to get a Return Authorization for the product you are considering for Warranty or Crash Replacement. Without this authorization number your goods can not be accepted.

Please return your item to us in original packaging whenever possible. This will help reduce risk of damage during shipment. Be sure to ship using a carrier that will insure the item as well as provide some means of tracking. Van Nicholas is not responsible for packages lost in transit.

Please include the following information in your package:
1. Your name, return address, and telephone number
2. Return Authorization Number (Also on outside of Box)
3. A brief description of the problem or service you are requesting
4. A copy of the original receipt

Ship to:
Van Nicholas Bicycles
Attn: Warranty Department / RA# _
Energieweg 23
3281 NH Numansdorp
The Netherlands
Upon delivery to Van Nicholas, your product will be inspected and a course of action determined. If it is decided that the Van Nicholas item meets the guidelines of our Warranty Policy we will send out a replacement product at no charge (Shipping Included).

In the case of Crash Replacement, the customer will be notified of the replacement cost of the new frame as well as return shipping Charges.

For other questions regarding the Van Nicholas Warranty Policy or Crash Replacement program please contact Customer Service and they will help you determine eligibility and the best course of action.

What do those icons in the Bike Configurator mean?

Help Me ChooseThis icon signals the availability of additional information to help you with your selection. Click on the icon to view detailed product information about your choice.

Compatibility Check This icon will identify potential conflicts. Its presence does not indicate that the bicycle you are customizing has the conflict identified. Simply confirm that your component selections are in agreement with the warning and proceed with your choices.

Lead-time Check This icon will identify components that have the potential to cause a delay in the shipment of your order. Due to manufacturer lead-times, some components might not be in stock at the time of your order. To determine if there currently is a delay and the extent, please contact Van Nicholas™.

How can I check the status of my order?

To check the status of an order, Login on our website with your account details and click the "Order Status"
link under the Customer Service menu and follow the instructions.
Please remember that you must be a registered client and signed in to your account.

I've checked the status of my order. It has been stuck in "component allocation" for several
days. Will I receive my bike on time?

Due to vast amount of product exhibited on our website, we are unable to keep some products in stock at all times. We are forced to place orders with these manufacturers and wait for delivery. These parts are due in before your due date. When the parts are received your bike will quickly move from "Component Allocation" to "Production Cue". In some cases the bike will move straight from "Component Allocation" to "In Production". Usually the day your order reaches production, it will be shipped.

Inventory information

As inventory can change significantly from day to day, we cannot guarantee your product will be shipped immediately after placing an order.

Backorders

Backordered merchandise includes items that are not currently in stock. In most cases, these items are on order from the manufacturers. In some cases, we are waiting or researching stock information from one or more of our suppliers. When we receive the product, we will notify you via e-mail and ship it to you promptly.

Backordered domestic items usually come into stock within 1 to 4 weeks but can occasionally take longer. If your order is not ready to ship within 10 days, we will send you an update via e-mail or by phone.

If for any reason we determine that a backordered item will no longer be available at all, we notify you immediately.

How is your Online Security?

Providing you with a secure online experience is one of our highest priorities. We recognize that your privacy and security are of the utmost importance, and we have devoted a great deal of effort to ensure that your personal information is safeguarded. Van Nicholas uses the latest technology to protect your credit card information and does not release it to any outside organization.

Your browser security preference settings are your first line of defence to stopping the theft or unwanted viewing of confidential, personal information. The presence of security measures surrounding the entry of data on a web page is identified in two ways for you on your browser:

1. The URL identifying the page will always begin with "https://" versus the normal "http://".

2. A security symbol to indicate operation in a mode that supports secure transmissions. A "closed lock" icon is present in the bottom right-hand corner of your Microsoft Internet Explorer browser screen. An "unbroken key" icon appears in the lower left-hand corner of the Netscape Navigator browser screen.

Double-clicking on the lock lets you confirm that you're connected to a secure site and view the site's certificate to make sure for yourself that the name on the certificate matches the company you think you're connected to. Most browsers can also be set to alert you when you enter and leave a secure site.

Van Nicholas uses the industry standard security protocol Secure Sockets Layer (SSL) to encode sensitive information like your credit card number, name and address information that passes between you and Van Nicholas. SSL works by letting only the computers on either end of a transmission scramble and unscramble information. To anyone in-between the sender and the receiver — including all the servers that may relay the message — the SSL transmission is indecipherable. Leading E-commerce companies such as Dell, depend on the same technology. SSL makes ordering online as secure as using a credit card anywhere else.

To verify the security of our site, we encourage you to click on the seal below to view our certificate of authenticity.

SSL Certificate Authority

Van Nicholas committed to our customers' security, and will continue to offer the highest levels of protection for your credit card transactions. We hope that once you understand the measures we employ and the steps you can take to protect yourself, you will be as confident about the security of your transactions and personal information as we are. The end result. When you buy online with Van Nicholas, you can buy with confidence.

Are there other options for Ordering

If you prefer not to transmit your card number over the internet, you may call in your order at +31 (0)186 657718 or fax it to +31 (0)186 657719.

When submitting credit card information, please include:

1. Your order number
2. The type of card
3. The card number
4. The expiration date
5. 3-digit security code on the back fo the credit card.
6. Your full name as it appears on the card
7. Billing address and telephone number
8. Shipping address and telephone number

Our contact information:
(phone) +31 (0)186-657718
(fax) +31 (0)186-657719
(email) sales@vannicholas.com

Your money-back guarantee states an item has to be unused to be returned. How is a person
supposed to know if the performance of the frame is lacking if they cannot ride it before
returning it?

Our answer to that is that we don't know anyone who has slammed a well built titanium frame for poor riding characteristics. Our geometry is pretty standard with the addition of an extended S/T, sloping T/T, Mono stay, and oversized seat stays which are all industry accepted frame enhancements. Our frames are stiffer in the rear triangle than our competition, and therefore tend to have noticeably better braking, climbing, and acceleration qualities.

If you look at our direct sales of Van Nicholas frames as being unique in both feature and price. Jan-Willem Sintnicolaas owner of Van Nicolas Bicycles says; " I am a small business owner, and I take a lot of pride in our products. If any customer called up after building his/her frame and complained of it having any sort of problem, I would ensure that the problem is taken care of; even if it meant taking back a "used" frame. My company will not be a successful business if I can't ensure my customers satisfaction with our products."

The 10 day 100% money back guarantee is offered to give people a risk free opportunity to inspect our frames and to gain confidence in our ability to produce a high quality titanium frame at a fantastic price. The other reason is to ensure that the consumer has ordered the correct size.

We would like to invite you to give Van Nicholas a shot. We guarantee you will not be disappointed.

I returned my product. When will I receive my credit?

Please allow 4 weeks for domestic returns to be processed, or 4 to 6 weeks for import merchandise. If you do not receive credit for your return within the time frames shown above, please trace your return shipment using the tracking number provided to you by the shipper when you shipped the package. If the tracking information indicates that Van Nicholas has received the package, please notify us using our Contact Van Nicholas page. Be sure to include your order number in your message.

Van Nicholas is not responsible for lost returns.

How can I make sure the bike will fit me?

The time draws near for me to get a new bike and the last questions are all size related. When ordering, should I get measurements from my old bike, or from my body? Keep in mind that my old ride was the old familiar story: it wasn't quite the right size (a little large), but it was last years model and a good deal. I have always been an off-the-rack kind a guy, things seem to fit my very average build pretty well right off the shelf. which parts (of my body or bike ) should I measure to ensure a good fit.
Initially measurements of your self work well. They should include the following. A. Height B. Inseam (measured from your crotch to the floor) C. Torso (measured from your crotch to the top of your sternum, this is at the base of your throat) D. Arm Length (measured from your armpit to the base of your thumb) E. Shoulder width.
We will average your torso and arm length, then add a constant X. This will give us a total effective top tube and stem length combined. We will subtract out the associated top tube length per frame size to find you an appropriate stem length. Inseam will become a factor in selection of crank arm length and to confirm that the frame size will accommodate an appropriate seat post exposure. Shoulder width will directly influence the width of your handlebars (on a road bike).

Step through our sizing advice here: Take Me To Sizing

If you do decide to simply copy your current bike's fit, then measure you effective top tube and stem length. Also check to see how much lower your handlebars are than your saddle. We can easily duplicate these numbers.

Does titanium corrode?

Titanium does not corrode or oxidize like steel or aluminum. This is one reason for titanium's use in the aerospace industry for hydraulic and fuel lines. The material is light, very strong and will not oxidize. Titanium does not require painting or material protection.

How stiff is titanium?

Titanium possesses a natural tendency to flex under stress. Some flex is good in deflecting or "dampening" vibrations and shocks transmitted through the wheels from the terrain you are riding. Too much flex produces a frame that is inefficient, and a percentage of the riders input is wasted rather than translated into speed.

Van Nicholas has gone to great lengths to maximize the stiffness of our frames while maintaining choice riding characteristics. The down tube is an oversized 40mm straight gauge tube of 3AL/2.5V titanium alloy. It is bi-axially ovalized at the head tube and bottom bracket. More specifically, the tubing at the bottom bracket is ovalized along its horizontal axis, producing a tubing profile that is 46mm wide by 35mm high. This process allows a significant increase in stiffness where the force from pedaling can cause significant flex. Conversely, the tubing at the head tube is ovalized along its vertical axis because the stress placed on the frame at the head tube tends to be vertical in nature.

The top tube is an oversized 31.8mm straight gauge tube of 3AL/2.5V titanium alloy. It is ovalized completely along the vertical axis producing a dimension of 29mm wide by 35mm high. This prevents flex that occurs in handling your bike during turns, throws, sprinting etc.

The Super fortress rear triangle is comprised of a bi-axially ovalized 31.8mm mono-stay with oversized (22.9mm) curved chain stays and seat stays. Optimized for long armed brakes, the "S" curve seat stays produce incredibly stiff braking performance. Additionally, the curved chain stays provide increased heel and tire clearance. 7mm thick CNC machined vertical dropouts finish the rear triangle and allow quick and easy wheel changes. Both the dropouts and the mono stay provide the necessary eyelets and bosses for those who would like to use a rack.

There are lighter frames available. Van Nicholas goal in designing this bike was not to produce the lightest frame possible, it was to produce a titanium frame that had great riding characteristics and was affordable. Every Van Nicholas frame is under 4 pounds.

Can your frames be repaired?

Van Nicholas has not come across a situation in which a frame needed to be repaired. The most problematic area is welded titanium seat clamp bosses. This is where a seat quick release is used on the frame. Van Nicholas avoids this complication by using an aluminum seat collar that is easily replaceable if there were to be a problem.

We have also heard of problems from other manufacturers who use 6/4 titanium for their dropouts, because the material is too hard, the dropouts could not be realigned with available shop tools. Van Nicholas uses CP Titanium for its dropouts, this allows for repair or alignment with standard shop tools, should it be necessary.

Why do you use CP (Commercially pure Titanium) for your dropouts, bottom bracket shell,
and head tube?

High grade CP (Commercially Pure Titanium) plate is the best material for dropouts because it is incredibly strong and easy to machine. In addition, Commercially Pure Titanium permits wheel skewers to be secured more reliably in the dropouts without fear of slippage. Slipping can occur in frames that use 6/4 titanium for its dropouts because the material is harder and does not permit sufficient "bite" for the skewer. CP Titanium will also permit the possibility of repair or alignment with standard shop tools, should it be necessary.

As far as the head tube and bottom bracket shell are concerned, we use a comparable grade 4 CP titanium billet. The reason we do this is CP titanium is more than strong enough for the intended application and it is easier and less expensive to fabricate. Both areas (H/T and B/B) are very critical. Our factory has been building frames for over eight years using Commercially Pure Titanium head tubes and bottom brackets without a failure. The thickness of our bottom bracket shell is 3.5mm and the head tube is 2.5mm. Because of the small area and the thickness used, we do not encounter problems with flex or other problems that have occurred using CP titanium tubing. Some companies early in the development of titanium frame manufacturing used CP tubing and experienced many problems.

Why don't titanium frames use replaceable derailleur hangers like aluminum frames?

Because of titanium's strength and long fatigue life, it is not necessary to use a replaceable derailleur hanger. The general consumer has been educated by manufacturers of aluminum bikes/frames that this is necessary, and it is, for aluminum! Aluminum fatigues 5 times faster than steel. If you were to bend an aluminum hanger, you would not be able to bend it back without losing a significant amount of strength in that area, hence, the replaceable hanger. The force required to bend a 7mm titanium hanger is enormous. Van Nicholas and a number of other titanium manufacturers use CP (Commercially Pure) Titanium for dropouts because of its ability to be repaired (bent back into place) using shop tools. I personally have never seen a titanium frame that has encountered this problem. In addition, component manufacturers (Shimano, SRAM) have engineered a number of their products with aluminum mounting bolts so that the bolt will actually break off before damage is done to the frame.

What is your warranty policy if the hanger does break?

Our warranty like any other bicycle company, is against manufacturer defects in materials or construction. If your derailleur hanger was bent due to a semi running over your bike, the resulting damage is not covered by the warranty. If on the other hand, a defect in materials or workmanship is apparent in the frame, then we would replace the frame with a new one without question.

What is headset spacing?

On a thread less headset, 5mm-10mm spacers are used to raise the stem up from the headset. If you are a very aggressive rider that feels the need for speed, few or no spacers may be appropriate. Keep in mind that the fewer headset spacers used, the lower your handlebars will be. Hence, you will feel "slumped over". If you like your handlebars close to the height of your saddle, maximum headset spacing will be required. The maximum amount of spacing for most forks is 30mm. The exception here is any fork with a carbon fiber steerer. Forks with carbon fiber steerers can use no more than 15mm of headset spacing. These are roads forks. Note. If you like your bars close to the height of your saddle, use a stem with a 105/32 deg rise.

What is cross chaining?

Cross chaining will do damage to your chain and rear derailleur. It causes the chain to bend out of its appropriate chain line and puts undue stress on the pivots of the chain. It can also cause the rear derailleur to twist a bit to the left which will put undue stress on the main pivot of the derailleur. Although Shimano has created a 9 speed cassette, it isn't best to make the bike use all 9 speeds per front chainring. A good general rule is to stay away from using the 2 rear cogs that are opposite the front chainring in use. If you do continue to use your 12T cog so frequently, you may also find yourself replacing your cassette sooner than later. This is because your chain is not distributing its force evenly over more cog teeth, which in turn will elongate the few teeth that you are using. In time your chain will begin to skip over the teeth. Having the chain rub the side of the big chainring while using the 12T cog, is not uncommon on any bike. If we were to shim out the bottom bracket to the right to compensate for the chain line, it would cause a worse situation in the opposite orientation (53T,25T). It may also adversely affect the chain line we desire in the lower gears (39T,25T). A more beneficial solution will be use a different gear combination (53T,16T).

How does the stem angle and length effect the rise/distance of the handlebars?

The relative position of "horizontal" on a road stem is specific to the head tube angle of the frame. For example the majority of our road frames have a 73-degree head tube angle, consequently a corresponding stem with angle of 73 would produce a completely horizontal alignment. Our Van Nicholas stems use an angle of 85 degrees so this would give the rider two options.

Option one: in 85 degree alignment would produce a stem that actually has a 12-degree rise. Option two: if the stem were turned upside down the stem would have a 5-degree rise.

Is there any problem using titanium components with your frame?

The important issue here is that a Electro/Chemical reaction takes place when two pieces of titanium are in direct contact with each other. For example, if you were using a Ti seat post with a Ti frame, the two materials will actually bond together, this process is called "gauling". To avoid gauling, it is necessary to use a product called "Anti-seize" made by Finishline or an equivalent. The essential components of this product are grease and ground up copper. The copper stops the reaction from occurring and will permit easy removal of any titanium part.