Help, Frequently Asked Questions

Is there a minimum purchase amount?

No, there is no minimum purchase amount. You can buy any product no matter how small its price is.

What are the shipping costs?

This depends on your location.
Here you have all the shipping costs explained by zones and countries.

Please note that the shipping costs for bicycles are much higher and are not free even if they exceed the minimum amount.

Is VAT included in the Web prices?

All the prices that you will see in the web have the VAT included.
In all European Union countries, this tax rate will be applied.
In the rest of the world, VAT will not be charged on purchases.
Some special countries and territories (usually countries outside the European Union or territories with special regime) may apply customs charges and taxes to be paid at destination and borne by the customer. These charges are variable, depending on each destination country, and must be paid at destination (only if necessary). Consult your customs agency about these charges.

Are there extra shipping costs that are not listed in the store?

No. Shipping costs are always clear and are explained in this link. No extra or hidden shipping costs will be applied to orders. Do keep in mind that Customs duties are not part of shipping costs and that these might be charged by Customs control, depending on your location.

What are the payment methods?

Santafixie payments are processed by Shopify Payments, Shopify's payment gateway, which provides the most advanced and secure technology for online payments and an intuitive, easy-to-use checkout.

In addition, we have a security department, which is responsible on a daily basis to review all payments to detect any kind of problem or fraud. Santafixie reserves the right to cancel the order and the transaction for security reasons.

We have three methods for you to complete your payment:

• 1.- By debit / credit card.
  It is the fastest, safest and has no commission. The card payment through the existing security protocols is 100% secure, even more secure than when you pay at a restaurant or gas station. No card details are stored on any server and the connection is encrypted at all times. For security reasons, Santafixie verifies all orders paid by credit card. We accept American Express, Maestro and any Visa and Mastercard cards registered in the Verified by Visa secure payment system.

  For security reasons, SantaFixie S.L. verifies all orders placed using bankcards. We accept American Express, Maestro and any Visa or MasterCard that uses the Verified by Visa secure payment system.

• Even with these payment options, if you prefer to make a bank transfer or deposit in a bank account, please contact us at email hello [at] santafixie [dot] com and we will provide you with the bank details without any problem.

  Do I have to pay anything when I receive the order?

  You will not have to pay anything when you receive your order if you have previously paid by credit card or bank transfer. Keep in mind that Customs duties might however be charged before you receive your order, depending on your location. Customers in the United Kingdom will not pay any duties. All duties and expenses are included for UK customers.

Can I return an item after receiving it?

Of course. You have 30 calendar days from receiving your order to return one, several or all of the products and get a refund. You can handle the products as much as needed to check them, as you would in a shop; if use goes beyond that, we will deduct the loss of value from the refund.

It is essential that you protect the products to be returned as well as possible to avoid damage during transport back to our warehouse.

We recommend returning them in their original packaging. If a product has been fitted to the bike, used or shows wear, we will deduct the resulting loss of value from the refund.

Here is a link where we explain in more detail the two types of returns.

For bikes and frames, don't assemble them beyond what is strictly necessary to check them, and don't ride them: signs of use or assembly, scratches or damage caused by inadequate packaging will be deducted from the refund according to the repair cost or loss of value. Return them in a well-closed, protected box, ideally the original one.

SPECIAL EXCHANGES AND RETURNS CONDITIONS (Gift Card)

The Gift Card (e-Gift Card) is an electronic product, whose primary purpose is to be used as a method of payment. Therefore, Gift Cards cannot be returned or refunded.

Exchanging items purchased with an e-Gift Card: Items purchased with an e-Gift Card can only be exchanged. They cannot be refunded to a credit card or any other payment method.

Return of items purchased with an e-Gift Card: If the customer wishes to return any product purchased with a gift card, the amount will be credited to a new gift card.

If the customer decides to return an item partially purchased with an e-Gift Card, the amount paid through the gift card will be credited to a new card, and not by any other means. The amount paid by another payment method will be credited to the same payment method.

How do I send a product back?

It is necessary that you protect the products as well as possible, inside their wrappings and packaging before putting them in the box. Protect them as well as possible with cardboard wrappings to fill the empty spaces in the box so that they cannot hit each other during transport.

If we have made a mistake and sent you the wrong item, we will send a courier to pick up the package at our expense.

However, if the mistake in the order was yours, the return or exchange costs are on you. You can send us the parcel with any carrier you like, or email us at [email protected] and we'll send you a payment link and a GLS label. With our label, a return costs €4.95 from mainland Spain and the Balearic Islands (€7.95 for wheels) and €6.99 from other countries (€9.99 for wheels). For bikes and frames it costs €49.95 from any country, and we arrange the collection with our carrier. If you're sending from the Canary Islands, email us and we'll send you the instructions.

When and how will I receive my refund?

We refund everything you paid, including standard initial shipping, within 14 calendar days of you telling us about the return. We may wait until we have received the products at our warehouse or you have sent us proof of having shipped them, whichever comes first. If you chose a more expensive shipping option than standard, the difference is not refunded. The refund is made using the same payment method you used for the purchase; depending on your bank, it may take a few days to appear in your account.

What do I do if I have received a product in bad condition?

Check your order as soon as you receive it. If a product is missing, isn't the one you ordered or has been damaged in transit, email us at [email protected] within 7 days of delivery with your order number and photos of the box inside and out (with its labels), the packaging and the product. That way we can check it with our warehouse and claim from the carrier in time: the later you tell us, the harder it is to know what happened.

In that case, we'll collect it at no cost to you and repair it, replace it or refund you.

If a product fails with use, it's covered by the 3-year legal guarantee: email us with your order number, a description of the problem and photos.

Is it free to return an item that is the wrong size or measurement?

The amount of the return is free only if we have made a mistake in the shipment. If the error is on your part or if you do not like the color of the product, the amount of the return is at your expense.

My order has been returned, what can I do?

The carrier tries to deliver the order twice. If unsuccessful, it leaves it at a nearby pickup point for about 10 working days (except bikes, because of their size). If nobody collects it, the order comes back to our warehouse and we'll email you so you can choose:

• New delivery: we send it again to the same or a different address, and you pay the shipping costs again.
• Cancellation: we refund the cost of the products. Shipping costs are not refunded, as the delivery has already been made; the cost of returning the parcel to our warehouse is on us.

If you don't reply within 14 days, we'll cancel the order and refund the products. If the order isn't delivered because of a mistake on our part or the carrier's, we refund the whole order, shipping included. This does not affect your right of withdrawal. More information in our shipping policy.