FAQ - Mokumono

ANSWERS TO

FREQUENTLY ASKED QUESTIONS

You can put together your Mokumono in the configurator (accessible via 'order now' button in the menu bar) or in our brand store in Amsterdam.
We do not offer insurance ourselves but work closely with Qover.
After delivery of your bike, you will receive via email all the information you need to purchase insurance with them.
You can checkout your bike online using Ideal, Credit Card, bank transfer and Paypal.
In the brand store, you can also use direct debit cards.

Yes, you can cancel your order by contacting us by email or phone.
Yes definitely, you can enter your company information in the ordering process and the invoice will be created based on that information.

The moment your bike is ready, we will contact you to make a delivery or pick-up appointment.
For home deliveries, we work with the carrier Brenger.
They deliver the Mokumono's to you ready to ride, not in a box. You can start riding immediately!
We deliver to the following countries:
- Netherlands
- Belgium

Yes that is definitely possible. We will contact you when the bike is ready and then it can also be picked up directly at our brand store in Amsterdam.
No, we deliver all bikes ready to ride. So you can ride immediately upon receipt!

As a consumer, you are entitled to a legal warranty of 2 years from delivery of the product under the conditions determined by the relevant legislation. This warranty is also valid 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 made 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 choice of repair or replacement will be determined by Mokumono. We will also cover the cost of returning the repaired or replaced product.
4. During the first six months of warranty, you do not have to prove that the product was defective at the time of purchase.
5. The warranty does not apply to improper assembly or installation of the product by the user, improper use or negligence in the operation of the product, or distortion of the product, maintenance contrary to the maintenance instructions of the product (e.g., lack of maintenance of the brakes), normal wear and tear, defects resulting from normal use or normal life of the product, such as the degradation of a battery, and empty due to accidental damage or defects.

If you are not satisfied with any of our products at the time you receive them or if any of our products do not work to your satisfaction, please contact us requesting a repair, replacement or refund. Damage due to wear and tear will be repaired for a reasonable fee.

To assist you as quickly as possible, please call us at 020 776 96 75 or email support@mokumono.com.
We will look at the best solution right away.
Check the support page on our website for a current list of affiliated service locations.
You can contact the location easiest for you directly to schedule an appointment.
To keep your Mokumono in top condition, it is a good idea to clean it from time to time. This will prevent sand and mud from causing extra wear, for example.
It is best to clean the bike with a large sponge and a bucket of water with a small amount of mild soap.
Clean the 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 high-pressure cleaner to prevent water entry into bearings and electronic components.
Thick tires require less pressure than thin tires and also need to be inflated less often. Still, it is good to keep an eye on this from time to time (at least once a month) because to keep the bike's comfort and range optimal.
The Polder's tires should be inflated to about 2.5-3.5 bar, depending on rider weight and personal preference.

A major annual maintenance service takes about 1 hour and costs €80.00 to €100.00.
In that hour, we make sure your bike is back in top condition and you can continue cycling for another year without any problems.
We do our best to make a low-maintenance bicycle. We succeed well by choosing high quality parts and deliberately omitting certain parts, such as gears.
Still, no bicycle is maintenance-free. The moving parts need maintenance every ±5000 km so that you are ahead of any problems. Prevention is better than cure.
Installing the up to 3 additional spacers under your Polder's handlebars can be a simple process if you follow the steps carefully.
In the accessory box you receive with the Polder are the 3 extra spacers + the necessary tools.
Step 1: Disassemble the steering wheel
Use the torx 30 wrench to loosen the bolt at the top of the handlebar. Remove it along with the top cap.
Next, loosen the two bolts on the side of the stem with the torx 25 wrench. You do not have to unscrew these two bolts completely.
Now pull the handlebars up from the fork tube, it may help to move it back and forth gently. Be careful not to damage the brake lines.
Step 2: Place the spacers
Place up to 3 spacers additional spacers. Thus, a total of 4 spacers can be installed.
Next, place the handlebars back on the fork tube.

Place the top cap on the top of the handlebars and retighten the bolt with the torx 30 wrench.

Be careful not to overtighten this bolt. This is because this bolt puts tension on the bearings of the headset. Proper tension is important for the life of the bearings.
You want to tighten it tight enough to remove play in the headset, but not so tight that you can't steer smoothly.

By squeezing the left brake lever and moving the bike forward and backward you can feel for play in the bearings, by moving the front wheel left and right you can check that it is spinning smoothly.
When you have put the correct tension on the bearings you can retighten the two bolts on the side of the handlebars. Tighten them to a maximum of 7 Nm.

Check again that you can steer smoothly and that there is no play on the headset.
If necessary, repeat the steps for adjusting the headset.
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Make sure Bluetooth is enabled on your phone and that the Mokumono App has access in the Bluetooth privacy settings.

After receiving your new Polder, link the bike to your account. After logging in, the app will start looking for the bike. Stand next to your bike and make sure the battery is connected.

After initial pairing, your bike automatically connects the moment you open app and are logged in.
Yes, our bikes are phone independent. You can use the electric support the moment you put the battery in the bike.
Without an app, you just can't control the lights (they will always be on when in use) or see the battery level.

Contact us to give someone access to your bike.
Make sure app is connected to the bike. On the dashboard, you can then easily turn the lights on or off.

Yes definitely, as a dealer we are affiliated with the following leasing providers:
- Lease a Bike
- HelloRider
- Leasecycle.co.uk
Yes sure, you can through our partner Leasefiets.nl.
Contact us for a free proposal or check out the leasing page on our website for more information.
A lease term typically lasts 36 months.
The Abus ring lock is always added to the order. This is a requirement from insurance companies. Other accessories can usually be added to the order, with the exception of HelloRider.
After 36 months, you have the option to take over the bicycle for its then-current fair market value.

You can also choose to return the bicycle free of charge at the end of the contract.
Yes, all bikes are insured. If your bike is stolen you will receive a new bike within the existing lease contract.

No you don't. You only pay the monthly lease fee.
If you are in possession of an order code and would like to lease a Mokumono, it is advisable to send us an e-mail to transmit your order. In the e-mail, please include your order code and the specifications of your order (type of bike, color, battery).
As soon as we have received your e-mail, we will process the order in the Lease a Bike system. You will automatically receive a message about this, after which you can approve the order.
If you are in possession of an order code and would like to lease a Mokumono, it is advisable to send us an e-mail to transmit your order. In the e-mail, please include your order code and the specifications of your order (type of bike, color, battery).
Once we have received your email, we will process the order in HelloRider's system. You will automatically receive a message about this, after which you can approve the order.
If you are in possession of an order code and would like to lease a Mokumono, it is advisable to send us an e-mail to transmit your order. In the e-mail, please include your order code and the specifications of your order (type of bike, color, battery).
As soon as we have received your e-mail, we will process the order in FiscFree's system. You will automatically receive a message about this, after which you can approve the order.
Yes, we are affiliated as a dealer with National Bicycle Projects. You can order a Mokumono through the FiscFree system.

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CALL US: +31 (0)20 776 9675

MAIL US: support@mokumono.com

VISIT US: Amstelstroomlaan 8, 1096GL Amsterdam

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