Help and Support
How to order
- Sign up on our website or log-in with your previously created account.
- Add items to the shopping cart from our web catalog.
- Confirm your order and indicate the billing and shipping information.
- Receive your order at the address indicated and within the estimated delivery time.
If your order contains several items, will be sent when we have in our stores all the products you have ordered, otherwise and if any problem arises, Eurobikes would contact you to solve it as soon as possible.
The total price of all the items you are going to order and the shipping and handling costs (if need it) will be shown in the order summary before confirmation once you have inserted the shipping address.
Credit or debit card: the most convenient and fastest way, your order will be managed instantly.
Paypal: Just as fast and simple as the credit card, although it includes some commissions (about 4%) generated by Paypal, that will be charged to your bill.
Bank transfer: payment by transfer leaves the order retained until we receive the money in our bank account, so it may take a few days. Our account numbers are as follows:
IBAN: ES34 0081 4243 2700 0141 9244
BIC / SWIFT: BSABESBB
IBAN: ES33 0049 5222 05 2616073364
BIC / SWIFT: BSCHESMM
IBAN: ES48 2100 4077 6622 0009 1159
BIC / SWIFT: CAIXESBB
Cash on delivery: pay the order when you receive it at home paying a small extra commission (4% of the total, with a minimum of 4€). This method is limited to orders less than 180€ and only available for Spain (except the Canary Islands, the Balearic Islands, Ceuta and Melilla) and Portugal (except Azores and Madeira).
Bank financing (Only for Spain): after confirming your order, our website will redirect you to Cetelem's financing process. It is 100% digital, fast, simple and comfortable. You can sign your contract digitally by means of an SMS that we will send to your mobile, and attach the requested documentation directly. If you are a Cetelem customer, the process is even faster because you only need your ID and have your mobile phone at hand. There is a minimum amount of 120€ and a minimum monthly fee of 12€. Cetelem finances individuals, self-employed workers and pensioners. You will need a copy of your ID card or residence card, the last payroll if you are a salaried employee, the last Declaration of Income for self-employed workers and the letter of revaluation of the Pension for Pensioners. Finally, a certificate of ownership of a bank account or first page of the book or booklet indicating the IBAN. As in the case of the bank transfer, the order is retained until we receive confirmation of its approval by Cetelem, which may therefore affect the delivery terms.
The payment methods may vary depending on the destination country of your order, in any case once you have filled your personal data and address we will show you all the available ones and the possible expenses that could have.
Our website has SSL security protocols, because of that, your data is not compromised at any time. Likewise, any information that you enter from your credit cards is managed by Redsys and Paypal externally, so the security of your bank details is fully guaranteed.
VAT and customs
Eurobikes in accordance with European laws charge VAT on all orders destined to territories belonging to the European Union, except the Canary Islands, Ceuta and Melilla that are exempt from VAT.
Eurobikes can reimburse the amount corresponding to VAT if your area is outside the European zone or for special conditions your area is exempt from VAT. To process this management with guarantees you must contact our accounting department through the web contact form.
The additional expenses of any order derived from customs procedures and taxes will be paid by the client at destination (Canary Islands, Ceuta, Melilla, non European Union countries ...).
The shipping costs we apply are different depending on the country the order is destined.
Spain (except the Canary Islands, the Balearic Islands, Ceuta and Melilla): Free shipping on all articles on our website.
Canary Islands, Ceuta and Melilla 20€ shipping costs *
The Balearic Islands
- 6,99€ on orders under 69€
- 3,99€ on orders starting at 69€ and up to 150€
- Free on orders over 150€
Portugal (except Azores and Madeira):
- 2,99€ on orders under 50€
- Free on orders over 50€
Zone 1 - Germany, Italy, France and Monaco (rate not applicable to islands)*:
- 6.99 € on orders under 69 €
- 3.99 € on orders starting at 69 € and up to 150 €
- Free on orders over 150 €
Zone 2 - Austria, Belgium, Luxembourg, Holland, United Kingdom, San Marino and the Vatican (rate not applicable to islands)*:
- 9.99 € on orders under 69 €
- 5.99 € on orders starting at 69 € and up to 150€
- Free on orders over 150 €
Zone 3 - Bulgaria, Croatia, Estonia, Finland, Hungary, Ireland, Latvia, Liechtenstein, Lithuania, Norway, Romania, Serbia and Sweden (rate not applicable to islands)*:
- 12.99 € on orders under 69 €
- 10.99 € on orders starting at 69 € and up to 150 €
- 5.99 € on orders over 150 €
Zone 4 - Denmark, Slovakia, Slovenia, Poland, Czech Republic and Switzerland (rate not applicable to islands)*:
- 11.99 € on orders less than 69 €
- 9.99 € on orders starting at 69 and up to 150 €
- 5.99 € on orders over 150 €
These are our base shipping rates, which may be modified due to volume and quantity of items purchased . The value of the shipping costs will be reflected in the shopping cart when you place the order and before paying it, so at all times you will know what our delivery costs you.
* Some countries have islands and territories that have a complicated geography, so can result in an increase in shipping costs and delivery time. These expenses will be reflected before making the payment of your order, so you avoid surprises!
Return or Exchange insurance
We have an insurance for refunds or size changes that you can acquire before finalizing the order and that assures you a reduced price in case you want to return the order or change the size of any of the items.
This insurance will cost 3.99€ for Spain (except the Canary Islands, the Balearic Islands, Ceuta and Melilla) and Portugal (except Azores and Madeira), and 4.99€ for the countries of the European Union that belong to the Zone 1 and Zone 2 (check the Shipping Cost scheme)
The Exchange and Refund insurance will be limited to one change per order or item, being able to change the size or return several items of the same order at the same time.
If you are not sure about your size or your purchase is a gift, make sure you hire this insurance so that the refund or size changing will be much cheaper.
Modify or cancel an order
If for any reason you want to make a change to your order you can contact us by opening a Ticket and we will do everything in our power to apply that change, as long as the order has not left our warehouse.
Have in mind that, modifying an order can result in delays when sending the order.
If the order has already left our warehouse, it will be necessary to process once it arrives at its destination as if it were a return or a size change, with the corresponding expenses.
Order delivery deadlines
The delivery period of each item is reflected before adding into the shopping cart and once the data of the shipping address has been set. We try to be as successful as possible at all times, but unforeseen circumstances may arise from the stock of our warehouses or our suppliers. In these cases we will contact you as soon as possible to keep you informed and find the most convenient solution for you.
Note: Remember that the delivery time of your order comes into effect when we receive the confirmation of the payment by the financial institution.
Shipments to the Canary Islands are expensive and require more paperwork than any other shipment to the rest of the European area, so the delivery times are sensitive to be altered frequently. We commit ourselves to speed up these shipments as much as possible, but the client must bear in mind that the ship with the goods only leaves on Fridays and that in our warehouses it may take several days to have the package ready for shipment, so we ask for patience if the shipment is delayed a few days. These shipments take between 10 and 15 days to reach the islands.
Each order has a tracking number once it leaves our warehouse that you can see from your profile on our website or in the email that we send you. From the summary of your orders you will have access to download the invoice of the order, and a link to our transport agency with live tracking of your order.
Sometimes the transport agency finds that there is no one at home at the delivery time, in these cases you can contact them directly to arrange a new delivery time from the same tracking link.
My order has arrived damaged or opened
Sometimes the package that leaves our warehouse may have suffered a blow during transport or even be opened during the trip. If you detect any problem at the time of delivery by our transport agency do not accept the order, reject it and communicate it to us with a Ticket, we will send you a new order as soon as we receive the damaged one.
If you have already picked up the package without realizing that it had any damage, please contact us through a Ticket within a maximum of 3 days to be able to give you a quick and satisfactory solution. After these 3 days, Eurobikes will not be held responsible for any error or damage arising from the delivery of the order, and any claim will be treated as a factory warranty and subject to its conditions.
We recommend that if you have received a damaged package, you will take some photos for an eventual claim. Then you can open the package and check if all the content is in perfect condition.
I want to make a return
The products purchased in Eurobikes have a return period of 15 calendar days from the receipt of the same, and the costs of the return will be borne by the customer as long as it is not due to an error on our part, in which case Eurobikes will be made charge of all costs derived from the return of the product.
We only accept return of products that come with all the original accessories, boxes, labels, etc... and they do not have indications of being used. In the case in which the article presents indications of use, it will be returned to the client. In case you do not have the insurance contracted, the shipping costs of the return will be borne by the customer.
All changes and returns to Eurobikes must be made by our transport agency. In this way we guarantee the arrival of the product and in case of possible loss of the package during shipment, your purchase will be covered.
The refund of the returned items will be made, whenever possible, by the original payment method of the order, in case of impossibility to do it in the same way, we will contact you to arrange another method for the refund.
I want to make a size change
The request for size, colour or product change has a period of 15 calendar days to be ask by the customer. Expenses derived from transport will be borne by the client except an error from us.
The products that are returned to Eurobikes must be in their original packaging and must not have been used. Likewise, the package to be returned must be properly packaged so that the product and its original packaging do not suffer any damage, since in this case Eurobikes reserves the right to refuse such return.
The product changes are processed in order of arrival at our facilities and usually do not take more than two or three days to be processed, except for lack of stock of the product to be sent or delay by our suppliers, in which case we would inform you as soon as possible to find at a solution totally satisfactory for you.
Returns and size changing costs
The return costs by zones will be the following:
In Spain (except the Balearic and Canary Islands) and Portugal (except Azores and Madeira), the returns or size changing cost will be 9€, or the cost will be free, if you have hired previously our Return or Exchange Insurance.
In the Canary Islands, the returns or size changing cost will be 39€.
In the Balearic Islands, the returns or size changing cost will be 30€.
In zones 1 and 2, the returns or size changing cost will be 30€, or the cost will be free, if you have hired previously our Return or Exchange Insurance.
In zones 3 and 4, the returns or size changing cost will be 39€.
As it happens with the shipping costs, some islands and territories could lead to an increase in price and delivery times.