ANSWERS TO
FREQUENTLY ASKED QUESTIONS
PURCHASE
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You can customize your Mokumono using the configurator (accessible via the "Order Now" button in the menu bar) or at our brand store in Amsterdam.
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We do not offer insurance ourselves, but we work closely with Qover.
Once your bike has been delivered, you will receive an email containing all the information you need to purchase insurance from them.
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You can pay for your bike online using iDEAL, credit card, bank transfer, and PayPal.
You can also pay by debit card right at the brand store.
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Yes, you can cancel your order by contacting us via email or phone.
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Yes, of course. You can enter your company information during the ordering process, and the invoice will be generated based on that information.
SHIPPING AND DELIVERY
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As soon as your bike is ready, we'll contact you to schedule a delivery or pickup.
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For home deliveries, we work with the shipping company Brenger.
They deliver the Mokumonos to your doorstep, ready to ride—not in a box. You can start cycling right away!
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We deliver to the following countries:
- Netherlands
- Belgium
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Yes, that’s definitely possible. We’ll contact you when the bike is ready, and you can pick it up right away at our brand store in Amsterdam.
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No, we deliver all bikes ready to ride. So you can start riding right away!
WARRANTY
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As a consumer, you are entitled to a 2-year statutory warranty starting from the date of delivery of the product, subject to the terms and conditions set forth in the relevant legislation. This warranty remains valid even if the bicycle is transferred to another owner.
1. The warranty covers all original parts related to manufacturing and material defects (for example, if the product does not match the product description in the user manual or product advertisement).
2. Claims under this warranty must be submitted directly to Mokumono. Repairs within the warranty period must be performed by Mokumono or after Mokumono has approved the repair. Otherwise, Mokumono reserves the right to reject warranty claims.
3. During the warranty period and for products covered by this warranty, we will repair or replace the product (or defective parts) free of charge. The decision to repair or replace the product is at Mokumono’s discretion. We will also cover the cost of returning the repaired or replaced product.
4. During the first six months of the warranty, you do not need to prove that the product was defective at the time of purchase.
5. The warranty does not apply to incorrect assembly or installation of the product by the user, improper use or negligence in operating the product, or deformation of the product, maintenance performed contrary to the product’s maintenance instructions (e.g., failure to maintain the brakes), normal wear and tear, defects resulting from normal use or the product’s normal lifespan, such as battery degradation, and damage or defects resulting from accidental damage.
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If you are not satisfied with one of our products upon receipt, or if one of our products does not function properly, please contact us to request a repair, replacement, or refund. Damage caused by normal wear and tear will be repaired for a reasonable fee.
MAINTENANCE AND REPAIRS
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You can send an email to support@mokumono.com; we may be able to provide you with a solution right away.
Is there a problem with your bike that we need to take a look at? If so, please schedule a repair appointment here.
We'll look into the best solution right away.
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Visit the support page on our website for an up-to-date list of participating service locations.
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To keep your Mokumono in top condition, it’s a good idea to clean it every now and then. This will help prevent sand and mud from causing extra wear and tear.
The best way to clean your bike is with a large sponge and a bucket of water mixed with a small amount of mild soap.
Clean the brake calipers and brake discs with isopropyl alcohol and a lint-free cloth. Do not touch the brake discs with your hands to prevent them from getting dirty or greasy again.
Never use a pressure washer to prevent water from entering the bearings and electronic components.
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Thick tires require less air pressure than thin tires and don’t need to be inflated as often. Still, it’s a good idea to check them occasionally (at least once a month) to ensure optimal comfort and range.
The Polder's tires should be inflated to approximately 2.5–3.5 bar, depending on the rider's weight and personal preference.
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A major annual service takes about 1.5 hours and costs €100, excluding the cost of any parts that need to be replaced.
During that time, we’ll make sure your bike is back in top condition so you can enjoy another year of trouble-free riding.
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We do our best to create a low-maintenance bicycle. We achieve this by selecting high-quality components and deliberately omitting certain parts, such as gears.
Still, no bicycle is maintenance-free. The moving parts need to be serviced every ±5,000 km to prevent any potential problems. Prevention is definitely better than cure.
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Installing up to 3 additional spacers under the handlebars of your Polder can be a simple process if you follow the steps carefully.
The accessory box that comes with the Polder contains the 3 extra spacers and the necessary tools.
Step 1: Remove the handlebars
Use the Torx 30 wrench to loosen the bolt at the top of the handlebar. Remove it along with the top cap.
Next, use the Torx 25 wrench to loosen the two bolts on the side of the stem. You don’t need to remove these two bolts completely.Now pull the handlebars up off the steerer tube; it may help to gently wiggle them back and forth a bit. Be careful not to damage the brake lines.
Step 2: Insert the spacers
Install up to 3 additional spacers. This means a total of 4 spacers can be installed.
Next, reattach the handlebars to the fork steerer tube.
Place the top cap on top of the handlebars and tighten the bolt again using the Torx 30 wrench.
Be careful not to overtighten this bolt. This bolt applies tension to the headset bearings. The correct tension is important for the bearings’ lifespan.
You want to tighten it enough to eliminate play in the headset, but not so tight that you can’t steer smoothly.
By squeezing the left brake lever and moving the bike back and forth, you can feel if there is any play in the bearings; by moving the front wheel left and right, you can check if it turns smoothly.Once you have applied the correct tension to the bearings, you can tighten the two bolts on the side of the handlebars again. Tighten them to a maximum of 7 Nm.
Check again to make sure the steering is smooth and that there is no play in the headset.
If necessary, repeat the steps for adjusting the headset.
MOKUMONO APP
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Make sure Bluetooth is turned on on your phone and that the Mokumono App has access in your Bluetooth privacy settings.
Once you receive your new Polder, pair the bike with your account. After logging in, the app will search for the bike. Stand next to your bike and make sure the battery is connected.
After the initial pairing, your bike will connect automatically as soon as you open the app and are logged in. -
Yes, our bikes don't require a phone. You can use the electric assist as soon as you insert the battery into the bike.
However, without the app, you won't be able to control the lights (which will stay on while in use) or check the battery level.
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Please contact us to grant someone access to your bike.
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Make sure the app is connected to the bike. You can then easily turn the lights on or off from the dashboard.
LEASE
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Yes, of course. As a dealer, we are affiliated with the following lease providers:
- Lease a Bike
- HelloRider
- Leasefiets.nl
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Yes, of course—you can do that through our partner, Leasefiets.nl.
Please contact us for a no-obligation quote, or visit the leasing page on our website for more information.
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A lease term is usually 36 months.
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The Abus ring lock is always included in the order. This is a requirement of insurance companies. Other accessories can usually be added to the order, with the exception of HelloRider.
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After 36 months, you have the option to purchase the bicycle at its current market value.
You can also choose to return the bicycle at no cost at the end of the contract. -
Yes, all bicycles are insured. If your bicycle is stolen, you will receive a new one under the existing lease agreement.
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No, that's not necessary. You only pay the monthly lease payments.
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If you have an order code and would like to lease a Mokumono, we recommend that you send us an email to place your order. Please include your order code and the details of your order (bike model, color, battery) in the email.
As soon as we receive your email, we will process the order in the Lease a Bike system. You will automatically receive a notification, after which you can approve the order.
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If you have an order code and would like to lease a Mokumono, we recommend that you send us an email to place your order. Please include your order code and the details of your order (bike model, color, battery) in the email.
As soon as we receive your email, we will process the order in the HelloRider system. You will automatically receive a notification, after which you can approve the order.
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If you have an order code and would like to lease a Mokumono, we recommend that you send us an email to place your order. Please include your order code and the details of your order (bike model, color, battery) in the email.
As soon as we receive your email, we will process the order in the FiscFree system. You will automatically receive a notification, after which you can approve the order.
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Yes, we are a dealer affiliated with Nationale Fiets Projecten. You can order a Mokumono through the FiscFree system.