Help. Frequently Asked Questions. FAQS
- 1. HELP ABOUT ORDERS
- Is online shopping secure?
- Do I have to register to place an order?
- How long will it take to receive my order?
- How do I place an order?
- How do I know my order has been processed properly?
- Can I cancel or change my order?
- How can I find out if an item is in stock?
- What happens if I’m not at home when my order arrives?
- What happens if not all the items I’ve purchased are in stock?
- Can I add a product to an order I’ve already placed?
- 2. HELP SHIPPING CHARGES, PRICES AND
PAYMENT METHODS- Is there a minimum amount to place an order?
- How much is shipping?
- Is VAT included in the prices on the website?
- I live in the Canary Islands, Ceuta or Melilla. What happens with VAT?
- Are there any extra shipping charges that aren’t listed in the store?
- What payment methods are available?
- Do I have to pay anything upon receiving my order?
- 3. HELP RETURNS AND REFUNDS
Is online shopping secure?
¡Of course it is! All of your purchases from our online shop are 100% secure. The encryption and security protocols used for bank transactions are 100% secure.
Your bank details are protected and encrypted with the most advanced technology. Using a credit card on our site is safer than at a petrol station or restaurant.
Your bank details will be sent to our server, encrypted with the SSL protocol (Secure Socket Layer) and then passed on to our bank in a completely secure environment. Your data is never stored on our servers.
Do I have to register to place an order?
No, you don’t have to register. You can place an order as a guest.
We only ask that you fill in the information we need to deliver your order.
How long will it take to receive my order?
Normally, most orders are delivered 2 and 3 working days.
If you purchase bicycles from the brands State Bicycle, 6KU, Quella Bikes or Foffa Bikes, delivery time is explained in the product details section for each bicycle.
How do I place an order?
You can do it easily on our website. Add the products you want to purchase to your shopping bag. When you’re finished, fill in your personal information for delivery and then choose a payment method.
However, if you are more comfortable, you can also place your order by phone. Call us on 014 7042 2050 and one of our team members will be pleased to help you complete your order.
How do I know my order has been processed properly?
When you finish placing your order, you will see the following message on the screen:
“Your order has been received”
And you will receive a confirmation e-mail at the address provided with all the details of your purchase. (Make sure you provide a valid e-mail address, phone number and street address when filling out the order form).
Can I cancel or change my order?
You can, as long as the order hasn’t been dispatched from our warehouse.
Contact us by phone on 014 7042 2050 or by e-mail at orders [at] santafixie [dot] com including your name and/or order number.
How can I find out if an item is in stock?
All items you see on the site are in stock.
You may see items for which the “buy” button is temporary unavailable, which is because someone has recently purchased the last unit.
If this happens, our purchasing department will do their best to restock the item as soon as possible.
What happens if I’m not at home when my order arrives?
Don’t worry. If you aren’t at home when your order arrives and the courier can't leave it with someone else like a doorman, relative, neighbour, etc. they will try again the next business day. If no one is available to receive the order on the second attempt, the courier will leave a note for you to contact their office and arrange a different time or delivery method.
This is why it is important for you to make sure your information, both address and phone number, is correct on the form in order to ensure delivery and avoid problems.
What happens if not all the items I’ve purchased are in stock?
Occasionally there may be a stocking error meaning that we don’t have a product you have ordered. Don’t worry, we will contact you immediately so you can decide whether we should hold the order until the item has been restocked or refund your money for the missing item and send you the rest of the order.
Can I add a product to an order I’ve already placed?
Yes, you can add as many products as you want as long as your order hasn’t been dispatched from our warehouse. To check, contact us by phone on 014 7042 2050 or by e-mail at orders [at] santafixie [dot] com.
However, if your order has already been dispatched from our warehouse, you must place a new order and we will send it to you the following business day.
Is there a minimum amount to place an order?
No, there is no minimum. You can buy any product, no matter how little the total price.
How much is shipping?
If your order is more than £79, shipping is free to United Kingdom. If not, shipping charges are £4,95.
It is normally better to purchase another product to put your order over this limit than to pay shipping charges.
Here is a full breakdown of our Shipping Charges by area and country.
Is VAT included in the prices on the website?
All the prices on the site include VAT.
This tax will be applied to purchases from all European Union countries.
It will not be applied to purchases from the rest of the world.
However, customs agents in each country will levy any applicable taxes, which must be paid upon receipt.
I live in the Canary Islands, Ceuta or Melilla. What happens with VAT?
Given their special tax regime, in terms of VAT, the Canary Islands, Ceuta and Melilla are considered non-EC territories. So, any purchases made by residents of these territories are exempt from VAT. Customs taxes, as well as local taxes, for each territory will be shown in the shipping charges for each place. This means that you will receive your order at home without having to pay any additional charges to those shown on your order.
As you will see, the VAT will be discounted from your order if you select one of these territories.
Are there any extra shipping charges that aren’t listed in the store?
No. Shipping charges are always as clearly explained on this link.
What payment methods are available?
SantaFixie Group S.L. has an agreement with Tefpay S.L. to ensure maximum security in online payments and to provide an intuitive, easy-to-use payment system.Additionally, we have a security department, which reviews payments every day to detect any type of problem or possible fraud. SantaFixie Group S.L. reserves the right to void any orders or transactions for security reasons.
We offer three payment methods:
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1.- Debit/credit cards
This is the fastest, safest method and has no additional charges for the customer.Debit or credit card payment is processed using 100% secure protocols and is even safer than when you use them to pay at a petrol station or restaurant. We don’t store any of the information from your card on our servers and the connection is encrypted at all times.
For security reasons, SantaFixie Group 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.
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2.- PayPal.
PayPal allows you to pay directly using an e-mail account. It is accepted around the world and is totally secure. To use this system, you must pay a small commission, which will be noted if you choose this payment method.However, if you prefer to make a bank transfer or deposit on account, contact us by phone on 014 7042 2050 or by e-mail at orders [at] santafixie [dot] com and we will happily provide our bank details.
Do I have to pay anything upon receiving my order?
No, you will not have to make any additional payment if you have done so previously by bankcard or PayPal.
Can I return an item after receiving it?
Of course you can. You can return an item and get a refund for the amount paid within 14 days of receiving it. Important: the product must not have been used, mounted or damaged, and must be in its original packaging.
It is very important that you protect any items you want to return to the best of your ability in order to avoid damage during return shipping.
Refunds will not be made for items that have been mounted on bicycles, used or show any type of wear and tear. Items returned must be in perfect conditions for resale, otherwise no refund will be given.
Here is a link where you can find more detailed information on the types of returns available.
How do I ship a product back to you for a return?
As we mentioned before, you must protect the item to the best of your ability, in its original packaging before putting it in the box.
If the mistake was ours, we will send a courier to pick up the package and pay the shipping charges.
However, if the mistake was yours, you will have to pay the shipping charges. You can send us a package by standard post (the most affordable shipping option) or contact us by phone on 014 7042 2050 or by e-mail at orders [at] santafixie [dot] com.
How and when will I receive the refund?
Once we have received your package at our warehouse and have verified that the products are in proper conditions, we will process your refund immediately. In any case, our administration department will contact you to confirm the operation.
What should I do if I have received a defective product?
If you have received your package and one of the products isn’t in the proper conditions, has dents, scratches or any other type of defect, please contact us by phone on 014 7042 2050 or by e-mail at orders [at] santafixie [dot] com within 7 days of receiving your order and our administration department will process the return.
Are returns on items that are the wrong size free of charge?
Return shipping is not charged only if we have shipped the wrong item. If the mistake is yours, or you don’t like the colour, you must pay the shipping charges.
My order has been returned. What can I do?
After several attempts to deliver the order and several attempts to contact you, if no one collects the order it will be returned to our warehouse.
Once it has been returned we will contact you to find out whether you want it delivered to another address or prefer to return it.
