Welcome to Banwood's FAQ. We're happy to have you here as a customer. Here we're providing answers to the most frequently asked questions about our products, payment, shipping & returns. However, if you have any additional questions, please don't hesitate to contact us.
We accept various payment methods:
Once you have successfully paid for your order you will receive the order confirmation via email. If you are unsure that we received your payment and order, please contact us.
Our warehouses are located in Belgium (EU), Bradford (UK), NJ (US) and ON (CA).
As soon as you place your order, you will receive an order confirmation in your email. (Please bear in mind that the email can end up in the spam folder) This means that we have received your order in our system and charged your credit card for the purchase.
You can also log in to your account at https://banwood.com/en/inicio-sesion?back=my-account to check your order status at any time.
Once your order is shipped, you will receive a shipping confirmation with a tracking link. If you do not receive an email from us, please check your junk mail folder and see if you have provided the correct e-mail address upon checkout.
You can also log in to your account at https://banwood.com/en/inicio-sesion?back=my-account to check the tracking details of each order.
Depending on the courier your order has been shipped with, the tracking link might not be active in the first 2 business days. You are always welcome to contact us at https://banwood.com/en/customer-service should you have any questions.
Our warehouses are located in Belgium (EU), Bradford (UK), NJ (US) and ON (CA).
If the product is in perfect condition, to proceed with the return you must comply:
• Do not be out of the 14 day period from the moment you receive your order.
• The product must be unused and returned in the same original box and in perfect packaging conditions.
• Contact us at email@example.com to get detailed information for the return.
• Only items that have been purchased directly from Banwood can be returned to Banwood. Banwood products purchased through other retailers must be returned in accordance with their respective returns and refunds policy. Please contact the retailer directly.
Once the product is received in our warehouse and it has been verified that it meets the requirements, it will be refunded deducting the return costs, which will have been previously informed. BANWOOD will refund such amount within a maximum of 14 calendar days from receipt of the refund request in due form, but reserves the right to withhold reimbursement until receipt of the goods or confirmation of the return request as well as the additional data that could be needed to carry out the same.
If you receive a damaged or wrong product, you should contact us as soon as possible by email firstname.lastname@example.org. For this we request that you send us a photograph of the damaged product, order number and explain the problem. After reviewing it, we will contact you as soon as possible to offer you the best solution.
After we have accepted your return, we will send you the prepaid label to your email and all you must do is drop the package off at a FedEx station (USA) or a DPD drop-off place (EU). For returns in the UK we will arrange a pick up at the address you provide.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been sent from our warehouse. Please contact us under https://banwood.com/en/customer-service.
A credit will automatically be applied to your credit card or original method of payment, within 3-5 business days. Orders canceled after the item has shipped are subject to all standard return policies.
Yes, if you received a damaged item, please contact us directly under https://banwood.com/en/customer-service. We would need your order number, description of the issue, proof of purchase if received from a third-party retailer, and pictures of the problem. If you only want to change a colour or the model, please also contact us directly under https://banwood.com/en/customer-service.
Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 business days. Refunds due to change of mind will be issued without the return shipping costs.
The way your refund is processed depends on your original payment method:
No, the final price will have the Tax of your country included.
If you are a first-time customer, be sure to subscribe to our newsletter to stay in the know of all new arrivals, events, and promotions. Once subscribed you will receive a welcome code to receive 10% off your first full-price order.
Please create an account at https://banwood.com/en/inicio-sesion?back=my-account using the same email as you registered when signing up for our newsletter.
Once you are signed in, place the item into the basket and at the check-out, you can apply the voucher code.
For retail inquiries, please fill in the application formula at: https://banwood.com/en/pro.
Please be aware that we receive many requests and respond to them in continuous order. Thanks for your patience!
Please send an email to email@example.com with the subject line “Banwood Collab” including your collaboration proposal and mention in which country you are based.
No, your child moves forward using their own feet for balancing, so you won’t need stabilizers. Give it some practice and she/he will soon master her/his little bike.
No, all our bikes, except the First Go Chrome, include the wicker basket.
Measure your child's inseam and compare it to the balance bike's seat height is the best way to ensure a perfect bike fit.
We have two models of the balance bike.
Please follow the instructions in the manual included in the box. For more guidance, please check out the mounting video: https://www.youtube.com/watch?v=hkJ7i__Ju9I
If you have any questions regarding mounting the balance bike, please contact us under https://banwood.com/en/customer-service
Trike, wheels, seat, front wicker basket, bell removable push bar, nuts and bolts needed to assemble the trike. Toolbox. Assembly instructions.
Our trike is certified for use for children between 3 and 6 years of age.
The recommended height is between 94 cm - 116 cm.
Please follow the instructions in the manual included in the box. For more guidance, please check out the mounting video: https://www.youtube.com/watch?v=60Zuh173OAA&t=1s
If you have any questions regarding mounting the trike, please contact us under https://banwood.com/en/customer-service
Measure your child's inseam and compare it to the classic bike’s seat height is the best way to ensure a perfect bike fit.
Our Classic Bike is recommended for kids between 3 and 7 years.
Please follow the instructions in the manual included in the box. For more guidance, please check out the mounting video: https://www.youtube.com/watch?v=pMtPSc-i3Ms&t=24s
If you have any questions regarding mounting the Classic Bike, please contact us under https://banwood.com/en/customer-service
The Easy Ride mechanism is where the kid shifts his/her body weight left or right to gently turn the scooter in that direction and hold onto the handlebars to maintain their balance.
The 3-wheel scooter is developed to be used for kids aged 3+.
Please follow the instructions in the manual included in the box. For more guidance, please check out the mounting video: https://www.youtube.com/watch?v=cFt9gOqgtGI
If you have any questions regarding mounting the Scooter, please contact us under https://banwood.com/en/customer-service
The Maxi Scooter is developed to be used for kids aged 6+.
Our Carry Strap features a double clip that could be easily used in combination with balance bikes and scooters.
We have designed this fashionable Carry Strap so you can easily carry your kids' ride. It can easily be attached to balance bikes and scooters and be worn comfortably as a bag. The Carry Strap can also be used as a tool to help the little one move forward by pulling.
Our helmets come in one size and can be adjusted between 48 - 52 cm.
You need to measure your Child's head circumference and will want to wrap a measuring tape starting in the middle of the forehead and just above the eyebrows, then around the head above the ears and back around the head to the middle of the forehead where you started. Put simply you want to measure the head where a hat would normally sit.
For more guidance, please check out the fitting video: https://www.youtube.com/watch?v=f5Jc3C_YGY0
Yes, the Banwood helmet is certified according to the European standard CE EN1078, which means it has been tested and approved for safety, durability, and impact resistance.