STELVELO - Performance Cycling Clothing and Accesories

FAQ

Frequent questions

orders

After placing an order. Will I receive a confirmation of my order?

As soon as you place your order, you will receive a confirmation email in real time. This will happen for each order placed in the online store. Please check your free email accounts carefully as some of these email services tend to put emails from new senders in the junk or spam folder. If this is the case, you should change the spam settings in your account to ensure you don't miss any mail from our store.

How are multiple orders handled on the same day?

Unfortunately, we cannot unify different orders, not even those made on the same day, so each order will be treated individually. This is due to technical reasons of our E-Commerce platform. We appreciate your understanding in this regard.

I have changed my mind and no longer want my order. How can I cancel it?

If you wish to cancel an order that has already been placed, please contact us as soon as possible through our contact form, by email hello@stelvelo.cc or by calling the telephone number +34 618 790 892 (customer service hours from Monday to Friday from 10 a.m. to 2 p.m.). In said form or email, send the data corresponding to your order number and customer number. If you carry out this procedure by phone, please have said information at hand since they will be requested to process the cancellation of the order.

Keep in mind that if it takes too long to cancel your order, it is possible that your order has already been packaged and even shipped, so your order can no longer be canceled and you will have to use the withdrawal or return service. Consult the information related to returns in this same document.

How to order? There are different options.

Through our online store.

By phone by calling our customer service number directly. Calling the number +34 618 790 892 (customer service hours from Monday to Friday from 10 a.m. to 2 p.m.).

If you place an order through our customer service telephone number and the order is placed after 1:00 p.m., the order will not be processed until the next business day. If this happens on a Friday, the order will not be processed until the following Monday.

The order process is detailed below:

- Select the article and the size, if the desired article has a size. Click add to cart to add the item to your shopping cart.

- Once you have selected the desired items, go to your shopping cart and review the chosen products. At this point in the process you can still change some details such as the number of items you want from each reference or their size if necessary.

- If you are clear about your order then click on go to checkout.

- At this point, you must enter your personal data in our form and select your shipping address. Remember that all fields marked with (*) are required.

- If you wish to receive your order at a collection station or PaketShop, please consult said information in the shipping section of this document. There is a field called observations in which you can enter a note or personal message for our customer service department, use this field if you want to make any type of relevant annotation.

- Then you must select the payment method you want.

- Once you have selected the desired payment method, click on place your order now. At this moment you will automatically accept our general conditions of sale and the order process will be completed.

Availability of items offered in our store

In order to be able to better inform you about the availability of the articles, said availability will be indicated in the product sheet of each one of them:

Item in stock: The merchandise is available.

Available soon: This product will be available for shipment in the coming weeks. However, due to possible delays beyond our control, delivery times may be somewhat longer.

It can be ordered from dd.mm.yyyy: Indicates the date from which the product can be ordered.

Item out of stock: Unfortunately this item is no longer available. In some cases said article will be replaced again in our stock, in other cases the product will be discontinued. If said discontinued item is a garment with its corresponding size, this item will be removed from the web as soon as all its sizes have been sold out.

Once you have placed your order, the following steps will be considered subsequent processes.

- Regardless of the payment method you have chosen, you will receive a confirmation in real time by email. Check your junk or spam folder in case the email has ended up in that folder.

- You will receive an email from SEUR/DPD when your merchandise is shipped. In this email you will find a tracking number that will allow you to check the status of your order. Please check your free email accounts carefully and again also check your spam or spam folder in case such email might end up in that folder.

Payments

The accepted payment methods are the following:

- Visa, Mastercard, American Express, Discover, JCB, Dinners Club and UnionPay credit cards.

- Payment through Paypal.

- Payment through Bizum.

shipments

Do you do international shipments?

At the moment we only make international shipments within the European continent.

What transport company do you use for delivery in each country and what are the shipping costs?

For mainland Spain we use SEUR. The shipping cost is 3.95 Euros in all those orders weighing less than 20 Kg.

For insular Spain (Canary and Balearic Islands) we use SEUR. The shipping cost is XX Euros in all those orders weighing less than 20 Kg.

For international shipments within the European continent we use SEUR. Please note that deliveries to these European countries will be made by DPD.

Do you deliver to collection points?

We can send your order to a SEUR collection point in Spain and to a DPD collection point in European countries since the delivery of the packages in these countries will be carried out through the DPD company, so to receive a package in collection points in European countries enter the DPD website and select the collection point that best suits your needs.

To receive your order at a SEUR collection point in Spain or DPD in a European country, you must fill in the data corresponding to the delivery address in your customer file as follows:

Name and surname: Those that correspond

Address: The one that corresponds to the collection point

Additional address: Name of the Paketshop (SEUR Paketshop) in Spain (DPD Paketshop) rest of Europe

Postal code: The one that corresponds to the pick-up point

City: The one that corresponds to the collection point

Province: The one that corresponds to the collection point

Country: The one that corresponds to the delivery point

It is important that in the additional address field you enter the text SEUR Paketshop for collections in Spain or DPD Paketshop for collections at collection points in other European countries. This is a way of highlighting that said package will be picked up at a collection point.

Click and collect. Pick up your order in our Showroom.

We offer the option of picking up your order at our Showroom. For this purpose there are two options. The first option is simple, place your order on the web, mark the collection option in Showroom and we will notify you as soon as your order is ready for collection. The second option is that you make an appointment to visit our Showroom and during your visit buy the garments that you like the most, remember that in the Showroom you will have to make the purchase in situ also through our online store and pay through any digital means of those that we offer as a method of payment.

Returns

If you are not 100% satisfied with your purchase, you may return it within 14 days of receipt and in salable condition for a refund or exchange for a similar product.

Please return your item in its original and unused packaging, keeping its label. Keep in mind that all items to be returned or exchanged must be in a state fit for sale and must not have been washed.

Please make sure that the product is well packed in its original bag and protected with an opaque bag or box to avoid damage during transport and thus arrives in perfect condition when shipped to avoid problems in this process.

DEFECTIVE PRODUCTS

Occasionally, manufacturing defects can and do occur. If you think that your product has a manufacturing defect, please contact us at hello@stelvelo.cc and we will analyze your case. Products damaged by excessive or prolonged use are not considered defective. The receipt of laundered garments may mean that we return the product to the sender and the change is not processed.

RETURNS WITHIN SPAIN AND PORTUGAL

HOW TO START THE RETURN PROCESS

Write to hello@stelvelo.cc indicating the email with which you made the purchase along with the order number and product you wish to return and we will send you an invitation to create a label and instructions for making your return.

Stelvelo will bear the shipping costs in case of returns of orders in which the shipping costs are higher than the minimum amount for orders with free shipping, as long as the collection is scheduled by Stelvelo and, in no case, if the customer has chosen a different shipping method or if the return is made from outside the territories mentioned above.

In the case of partial return of items that means breaching the minimum amount for orders with free shipping, Stelvelo will refund the amount of the returned items, and Stelvelo will bear half of the shipping costs, assuming the customer the other half, for which we will discount of the refund amount €2.95.

Any transport operator that is not one of those offered by Stelvelo will be under the responsibility of the client. Stelvelo is not responsible for loss or damage by independent carriers.

CHANGES (ONLY SPAIN AND PORTUGAL)

Stelvelo offers you the possibility of making a size change free of charge if you have made the wrong size when placing your order. Free size changes are exclusive for technical garments; culottes, jerseys, vests and jackets. If there is no available size of the same item, you can select a similar item in the collection items, as long as you are within 14 calendar days from when you received the order.

Changes can be made between similar Collection products, this means that size changes of the same product are accepted. If you want a different product, please return it for a refund and place a new order.

HOW TO START THE PROCESS OF CHANGE

Write to hello@stelvelo.cc indicating the email with which you made the purchase along with the order number, the item you want to change and the reason for it.

Later we will send you a change label and instructions.

Stelvelo accepts changes exclusively in Spain and Portugal free of charge. Stelvelo will bear the shipping costs in case of changes in said areas, as long as the collection is scheduled by Stelvelo and, in no case, if the client has chosen a different shipping method or if the change is made from outside the territories mentioned above.

Any transport operator that is not one of those offered by Stelvelo, will be under the responsibility of the client. Stelvelo is not responsible for loss or damage by independent carriers.

HOW DO I RECEIVE MY MONEY?

Stelvelo offers 14 calendar days from when the customer receives their order, once you start the return process and the product arrives at our facilities, the items will be reviewed. Once it is verified that they are in perfect condition and have not suffered any damage, the corresponding economic amount will be refunded within a period of 7 working days.

DEFECTIVE PRODUCTS AND REPAIRS

We control the quality of each product. However, in minimal cases, there may be a manufacturing defect. If you believe that your product has a manufacturing defect, please contact us at hello@stelvelo.cc.

Products damaged as a result of excessive use over a long period of time will not be considered defective.

Stelvelo will bear the shipping costs in case of changes as long as the collection is scheduled by Stelvelo within Spain and Portugal, and in no case if the client has chosen a different shipping method than the most economical, or if the change is carried out outside the territories mentioned above.

In cases in which the shipping costs are borne by the customer, Stelvelo will provide a label with the address to which you must send the package, by your own means. If you need us to help you find a transport agency, you can request it.

ORDER CANCELLATION PROCESS

You can request the cancellation of your order as long as it has not been processed. That is, even though the payment has been made, the order has not left our facilities.

To process your cancellation, please send us an email to Stelvelo with your personal data and order identification data (order number and personal data), via WhatsApp or by calling +34 618 790 892 (customer service hours from Monday to Friday from 10 a.m. to 2 p.m.) you have any questions and we will answer you as soon as possible.

RETURNS WITHIN ANDORRA, DENMARK, SLOVEKIA, SLOVENIA, HUNGARY, NETHERLANDS, ITALY, LUXEMBOURG, IRELAND, CZECH REPUBLIC, GERMANY, AUSTRIA, BELGIUM, FRANCE AND POLAND

HOW TO START THE RETURN PROCESS

Write to hello@stelvelo.cc indicating the email with which you made the purchase together with the order number and the product for which you want to make the return and we will send you an invitation to create a label and instructions to make your return in case your order over €150* (*minimum amount for orders with free shipping).

Stelvelo will bear the shipping costs in case of returns that meet the minimum amount for orders with free shipping, as long as the collection is scheduled by Stelvelo and, in no case, if the customer has chosen a different shipping method or if the return is made from outside the territories mentioned above.

In the case of partial or total return of items that means breaching the minimum order amount with free delivery, Stelvelo will refund the amount of the returned items, but subtracting the amount of the first shipment costs.

In any other cases in which the shipping costs are borne by the customer, Stelvelo will refund the amount of the item by subtracting the amount of the shipping costs.

Any transport operator that is not one of those offered by Stelvelo, will be under the responsibility of the client. Stelvelo is not responsible for loss or damage by independent carriers.

HOW DO I RECEIVE MY MONEY?

DEFECTIVE PRODUCTS AND REPAIRS

Products damaged as a result of excessive use over a long period of time will not be considered defective.

The shipping costs will be borne by the customer, Stelvelo will provide a label with the address to which you must send the package, by your own means. If you need us to help you find a transport agency, you can request it.

ORDER CANCELLATION PROCESS

You can request the cancellation of your order as long as it has not been processed. That is, even though the payment has been made, the order has not left our facilities.

To process your cancellation, please send us an email to hello@stelvelo.cc with your personal data and order identification data (order number and personal data), via WhatsApp or by calling +34 618 790 892 (business hours). customer service from Monday to Friday from 10 a.m. to 2 p.m.) you have any questions and we will answer you as soon as possible.

RETURNS WITHIN CROATIA, ESTONIA, LATVIA, LITHUANIA AND SWEDEN

HOW TO START THE RETURN PROCESS

Write to hello@stelvelo.cc indicating the email with which you made the purchase along with the order number and product for which you want to make the return to create it in the system within the return period of 14 calendar days once the purchase is made.

The customer will bear the shipping costs for the return of the item/s to be returned and said return will be under the responsibility of the customer. Stelvelo is not responsible for loss or damage by independent carriers.

HOW DO I RECEIVE MY MONEY?

DEFECTIVE PRODUCTS AND REPAIRS

Products damaged as a result of excessive use over a long period of time will not be considered defective.

ORDER CANCELLATION PROCESS

You can request the cancellation of your order as long as it has not been processed. That is, even though the payment has been made, the order has not left our facilities.