Customer service
1. Payment methods
The available payment methods are shown at checkout before you confirm your order: credit or debit card, mobile payments such as Apple Pay or Google Pay and, in some countries, payment in instalments. We do not charge a fee for any payment method. Payment is secure: your card details are processed directly by the entity that handles the payment and Santafixie has no access to them.
2. Delivery
We ship from our warehouse in Barcelona, mainly with GLS. Each product page shows when the item leaves our warehouse and, in mainland Spain, delivery usually takes 24-48 hours from then, excluding weekends and public holidays. The shipping cost is calculated and shown at checkout before you pay. Because of their size, bicycles cannot be sent to pickup points. When your order leaves our warehouse, we email you the tracking number. You can find all the details in our Shipping policy.
3. Terms of sale
Every purchase is governed by our Terms of sale: prices including VAT unless stated otherwise, the order process, payment, delivery, 30-day returns and a 3-year legal guarantee. You can read them in full in our Terms of sale.
4. Returns
You have 30 calendar days from the day you receive your order to return it without giving any reason. Write to us at [email protected] with your order number and we will tell you how to do it. Return costs are €49.95 for bicycles and frames and, from mainland Spain and the Balearic Islands, €4.95 for other products (€7.95 for wheels); if the product is faulty or is not the one you ordered, the return costs you nothing. We refund you within a maximum of 14 days using the same payment method. You can find all the details, the exceptions and the withdrawal form in our Returns and refunds policy.
5. Product warranty
All products come with a 3-year legal guarantee from delivery. If a product fails, write to us at [email protected] with your order number, a description of the problem and photos, and we will repair it, replace it or refund you. The guarantee does not cover normal wear and tear of parts that are consumed through use (tyres, inner tubes, brake pads, cables, chains…) or damage caused by incorrect assembly, misuse or lack of maintenance. You can find the details in our Terms of sale.