Help. Frequently Asked Questions. FAQS

Is it safe to make an online purchase?

Of course! All the purchases you make in our online stores are 100% secure. The security and encryption protocols used for banking transactions are 100% secure.

Your bank details are protected and encrypted by the most advanced technology provided by our Adyen payment system, one of the payment technology platforms used by most online stores. It is safer to make a card payment in our stores than paying at a gas station or restaurant.

Your bank details will be sent to our server in encrypted form via the SSL (Secure Socket Layer) protocol and transmitted in a totally secure environment to our bank. At no time your data is stored on our servers.

Do I need to register to place an order?

No, registration is not required. You can place your order as a guest. We will only ask you for the necessary information to deliver your order at the end of the checkout process. Please note that if you register after placing an order, the order will not be reflected in your account.

However, if you have a company and you wish to place an order retracting the VAT, you need to have an account. Contact us for details and we will help you.

How long does it take for my order to arrive at home?

Normally, most orders are delivered within 2-7 working day. Orders placed after 3:00pm (CET) on Friday, and during the weekend, will be processed by our warehouse the next business day. Please note that some products take longer than 24/48 working hours. This shipping information is visible on each product page. However, the shipping may vary during sales seasons, promotions, inclement weather or transport strikes.

Orders placed on holidays will be prepared by our warehouse the next working day.

If you purchase a State Bicycle, 6KU or Quella Bicycle, the delivery time is indicated in the technical data sheets of the bicycles.

If for any reason, any of the products are not available in our warehouse, we will contact you to inform you of the delay in delivery.

Please note that we work with third party companies that organize the shipment directly, without having to go through our facilities. These companies have proven to be reliable partners during the more than 12 years we have been in business. However, delays may occur due to circumstances external to us that may occasionally cause delays in the delivery of the order.

How do I place my order?

It is very simple! All online orders can be placed through the website without any problem, using a web browser on your computer, cell phone or tablet.

Add the products you are interested in to your shopping cart. And when you are done, fill in your personal information for shipping and finish by choosing one of the payment methods.

How do I know that my order has been placed correctly?

At the end of your order you will be taken to the thank you page where you will see the following message: "Your order has been successfully placed", your order number and a summary of your purchase.

And you will receive, in the e-mail address you provided when filling in your data, a confirmation of purchase, with all the details of your order. Important: Make sure you write your email address, phone number and postal address correctly in your order information.

Can I cancel or modify my order?

If you want to cancel your order, please contact us notifying us of the cancellation of your order and the reason for cancellation and we will do our best to help you. If the order is confirmed and you need to change any of the products, add or remove more units, delete a product or add a new one, we will only be able to do it by canceling your current order and creating a new one. Please note that the modification of the order may also affect the delivery date.

How do I know if an item is in stock?

All the items you see enabled on the website are available in stock. Sometimes you will see some products that do not have the buy button enabled, this is because recently someone has taken the last unit. If this happens, our purchasing department will try to replace it as soon as possible and bring it back in stock. If there is no possibility of immediate replacement, we will send you alternative options to what you have purchased or offer you a refund.

When you see that a product is not available and therefore does not have the "Buy" button visible, you can leave your email and we will automatically notify you when it is available again. This way you will be the first to know when it is available again.

What happens if I am not at home when my order arrives?

If we can’t reach you during the second delivery attempt, your order will be deposited at the collection point closest to the delivery address you gave us so you can pick it up the following days. The carrier will inform you by email, providing you with the information and schedule for you to pick it up.

If we can’t reach you during the second delivery attempt, your order will be deposited at the collection point closest to the delivery address you gave us so you can pick it up the following days. The carrier will inform you by email, providing you with the information and schedule for you to pick it up.

What happens if you do not have all the products I have purchased in stock?

Occasionally, there may be a stock error and we may not have a product you have purchased. Don't worry, we will contact you immediately so that you can pick another product, or be refunded the amount of the product and send you the rest of the products you have purchased.

Can I add a product to an order I have already placed?

Yes, you can add the products you want, as long as your order has not left our warehouse. To confirm this, please contact us and our customer service team will be happy to help you.

On the other hand, if your order has already left our warehouse, you can only place a new order and we will ship it the next business day.

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 has an agreement with Adyen, one of the leading payment technology platforms used by most online stores, which provides the most advanced and secure technology for online payments offering an intuitive and easy to use payment gateway.

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.

  • 2.- PayPal payment.
    Paypal allows you to pay directly with an email address. It is accepted worldwide and the payment security is absolute. The choice of this payment method carries for you a small commission of 3%, which is specified when choosing this method.

    Even with these payment options, if you prefer to make a bank transfer or deposit in a bank account, please contact us at email orders[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, PayPal 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 can. You can return an item and get a refund as long as no more than 30 days have passed since you received it. And very important: as long as the product is unused, unworn, unworn, undamaged and still in its original condition and original packaging.

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

In no case will the amount of products that have been placed on the bicycle, have been used or suffer any kind of wear and tear be refunded. Returned items must be in optimal conditions for their subsequent sale, otherwise no refund will be given.

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

In the case of bicycles and its return conditions, in no case will we accept a return with traces of use, scratches, mounting marks, dirt on the tires, damage caused by improper packaging or any other type of damage that makes it impossible to put the bike back on sale. We will check that it is in perfect condition and with the seals intact. If Santafixie detects any damage it reserves the right not to accept the return. If the bicycle is not accepted and needs to be returned, it will be sent back to the buyer at the customer's expense.

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.

On the other hand, if you have made a mistake in the order, the return/exchange costs are at your expense. You can send us the package by Postal Mail or other shipping operator, or you can contact us by email at orders [at] santafixie [dot] com so we can send you a payment link and shipping label so you can send the package by GLS. We will provide the costs for the return shipping at that time.

When and how will I receive my refund?

Once we have received your package in our warehouse and we have checked that the products are in good condition, we will immediately proceed to refund the amount. In any case, our customer service department will contact you to confirm. This operation may take up to 7 working days, please note that in times of sales, Black Friday or Christmas the time may vary.

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

If you have received your box and any of the products is not in the condition it should be, because it has bumps, scratches or any anomaly, please contact us at email orders [at] santafixie [dot] com within 7 days from the date of receiving the order and we will contact you as soon as possible.

Our Administration department will tell you how to proceed with the refund. If the stipulated days are exceeded, we will not be able to consider your request. Please note that you will need to send us the following:

- Photographs of the inside of the box and packing material.
- Photographs of the outside of the box: the box itself, plus the labels on the box.
- Photographs of the damaged item.

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?

After several delivery attempts and several attempts to contact you, if no one picks up the order, it will be returned to our warehouse.

Once returned we will contact you to know if you want to receive it at another address or proceed with the return.