FAQs

FAQ about online orders:

The price of the web, will it include VAT?

Depends of the country of your address. Be sure to login and have a delivery address so the system can give you your real price. For the countries of the European Union all our items are VAT included.

I've placed my order, can I change it?

It may only be modified if the order has not yet been shipped or invoiced.

How I can make a change in my order?

Contact us by telephone, e-mail, Contact form or Whatsapp.

Can I modify all orders regardless of form of payment?

Yes, but if there is a price increase you will have to make a second payment for the difference. Contact us to know how to make that second payment.

Can I cancel my order?

You can always cancel if the order has not already been billed for shipping.

How I can cancel my order?

Contact us by telephone, e-mail, Contact form or Whatsapp.

How do I confirm the cancellation of my order?

By phone, email, or you can see the state in the order history.

I canceled my order and was paid, when I receive my money?

It depends on the payment method you used. We make the refund the same day usually, but some payment methods take longer to be affective than others. Paypal: is automatic, looks almost the moment. Credit Card will receive it in about 2-5 working days approx. Bank Transfer: usually takes between 2-3 days depending on the bank.

Can I place an order by phone and pay by card or Paypal?

No, because the law of data protection these types of payment will only be made through the web in a completely secure enviroment. Our employees never will ask you for card data, bank accounts, password or other sensible data.

Card payment is giving error, what happen?

A card payment error could be for many reasons, for example:

- The card is not VISA or Mastercard, or is an special variant.

- You did not confirm the payment in the phone app of your bank.

- You are making the payment with a card from other country.

- The card has not been activated for online shopping.

FAQs about Order Tracking:

When will my order be delivered?

If the items requested are in stock, the order will leave our facility in approximately 24 working hours.

If the items requested are available but not in stock in our warehouse, will depend on the delivery time to give us the manufacturer or supplier.

If it is urgent, please call us before ordering for us to check stock availability with our suppliers and to offer a more reliable date.

I will be notified when you send the order?

Always, once the transport agency takes the package, you will receive an e-mail with the shipping confirmation and will provide the necessary information so you can make online tracking.

How soon will I receive my order?

See our Shipping Costs section, but time depends on the type of shipping selected.

My order has been shipped, but still have not received it. What I can do?

Check the status of your shipment with tracking data that we send by e-mail. If you have not fulfilled the delivery, we recommend you wait until then or contact the transport agency for further information. If the agency has tried to make the delivery and you was not at home, you should contact them to confirm the information and make an appointment for delivery.

If the package is stopped at customs for import to your country, please verify your email (including "Spam" folder) in the case that the transport agency sent you the documentation of the import process and instructions to make the payment of the taxes and duties.

If after 2 or 3 days of the estimated delivery date has not yet received your order, please contact us and we'll try to solve any incident that may have occurred with your package.

I lost my bill. How I can get a copy?

To request a copy of any of your bills you should send an e-mail indicating the name and surname contained in the invoice or DNI, approximate date of purchase and articles contained in this bill.

General FAQs

What is the difference between an OEM or RETAIL article?

The Retail versions always come in the original manufacturer box with all accessories this includes while the OEM or BULK version does not come in the box manufacturer and does not usually bring accessories and normally sold bicycles assemblies intended for this reason are often cheaper.