Warranty & Returns

If you're not 100% satisfied with your Brooklyn Bicycle, please reach out to us within 30 days, and we'll do everything we can to resolve the issue. One of the reasons we partner with bike shops around the country via our Buy & Ride program is to ensure that your bike is in perfect working order before it ever reaches you.


We’re so confident in the quality of our products that Brooklyn Bicycle Co. frames are warrantied against manufacturing defects for the life of the original owner, while parts and hardware are guaranteed for one year after purchase. These warranties are non-transferrable and cover only manufacturing defects, not user-incurred damage, unforeseen accidents, and/or everyday wear and tear.

If you’ve already purchased one of our bikes, we recommend you register your warranty. If you have a warranty question or concern, email us.


Return & Exchange Policy

The most common reason for returns is an issue with sizing. Please view our products’ size guides to ensure you’re ordering the correct size bicycle and reach out to us if you have any doubts about what size bike you should buy. If you are in between sizes, we generally recommend sizing down. In order to help you avoid our restocking fee, please reach out to us via phone at 800.631.0630, schedule a call with our Concierge line, live chat on our website, or email us at info@brooklynbicycleco.com if you have sizing concerns. 

For anything other than sizing, we can usually resolve most issues without resorting to a return, so please reach out to us at customerservice@brooklynbicycleco.com. If you'd still like to return, please note that returns must be initiated within 30 days of your purchase date (or within 30 days of shipment, for back-ordered items).

Return & Exchange Policy for Bicycles

Returned and exchanged bicycles incur a flat $150 restocking fee. We understand that a restocking fee of $150.00 seems excessive, however we pay to have the original bike shipped and assembled by your local bike shop, then disassembled and shipped back us. All of this is included in the flat restocking fee.

All purchases on discounted bicycles are final sale, including all promotional discounts.

Return & Exchange Policy for Accessories

Brooklyn Bicycle Co. will accept returns of unused and/or defective merchandise by mail. Please note that returns must be initiated within 30 days of your purchase (or within 30 days of shipment for back-ordered items only).

For purchases that included promotional offers, all applicable promotions, discounts, offers, free items (as part of a qualifying purchase) and coupons granted at the time of purchase will be deducted from the refund amount if not included in the return.

Shipping fees—both outbound and return—are non-refundable. If the item you are returning originally shipped for free, we will refund your payment less the current cost of shipping for similar items.

Please email us regarding your return. We will provide you with a return authorization number, which you are required to write on the outside of your package to expedite your return process.


What Are the Differences Between the Franklin and Willow Step-through Models?

Looking at the Franklin and Willow, but not quite sure how the models compare? No worries – we get this question a lot, so we’ve put together a quick rundown on what sets these models apart!


#TLDR (AKA Too Long Didn't Read)? Here's a Quick Summary:





This is probably the most notable difference between our step-through models. With the Willow featuring our Swept-Back Handlebars. This means a much more upright (European-style) riding position (think sitting in a chair) that is well suited for leisurely riding.

The Franklin models feature our Relaxed Ride Handlebars, which are slightly more aggressive and ideal for both commuting and leisurely weekend rides.



The Willow comes with cream tires, whereas the Franklin sports black tires. Do note that regardless of color, all our tires offer an added layer of puncture resistance.



The Willow is our premium model and includes a rear carrier, as well as an upgraded sprung saddle and grip set from Selle Royal’s Royalgel™ line.

The Franklin features Selle Royal Vegan Leather saddle and grips. Please note that this bike does not come with a rear carrier. If you would like to purchase a rear carrier for this model, you will need a 26” carrier for the S/M Franklin and a 700C carrier for the Large Franklin model.

Both models come with color matched fenders and chainguard, as well as a kickstand.



As our signature model, the Willow has a few additional premium features including a rust-prohibitive coating on the chain and internal gearing resulting in less maintenance and more riding.

The Franklin 3 model includes internal gearing (just like the Willow), whereas the Franklin 7 has an external 7-Speed derailleur.



On a more technical note – the geometry on both frames is identical, however the Franklin and Willow models are made from different materials. Are you currently thinking “WHAT DOES THIS MEAN?! I KNOW NOTHING ABOUT BIKES!!”? Do not fret – we totally get it! Take a breath and read on…

The Willow frame is made with double-butted 4130 Chromoly Steel. We use a stronger grade of steel, which allows us to use thinner tubing resulting in a lighter frame.

The Franklin frame is crafted with specially engineered high-tensile steel. What does this mean? We are able to offer a similar bike of a more moderate price point. Our Franklin model is the most economical step-through model in our portfolio of bikes (as well as a team favorite)!

Still have questions on sizing (or anything else)? Email us or schedule a concierge call with our team. We’d love to help!


Don’t forget: All of our bikes include Free Shipping & Professional Assembly.