Customer Service

• Help & Contact
• Payments
• Returns & Refunds
• Order Processing
• Delivery times
• Duties & Taxes

Help & Contact

Contact us

If you are a returning customer, please insert your username and password to access the contact form. If you are a new user, please register by clicking on "Register" and in just a few clicks you will be able to login to your account and ask us any question!

Alternatively e-mail us: sales@bikez4all.com

Call us

Our Customer Service is at your complete disposal for any questions or concerns related to the online shop or online purchases. We will answer your questions Monday to Friday from 9:00 to 12:00 p.m. and from 14:00 to 17:00 GMT/UTC + 1 (Continental Europe: Berlin, Bruxelles, Madrid, Paris, Rome etc . . .)

Please have your customer or your order code number ready when you contact us, we will be able to help you in a quicker and more effective way. Our online shop is open for business 24 hours a day, 7 days a week, 365 days a year. Call us at the dedicated number displayed in our contact form.

Please note that our customer service is closed on Weekends and Italian Holidays.

T: +39 (0171) 911383 Or BETTER e-mail us: sales@bikez4all.comsales@bikez4all.com

Payments

Our online store accepts payments by PayPal, Credit Card, Bank Transfer. You can choose one of these payment methods after the checkout.

Please note: This online shop operates from the European Union and all transactions are ultimately made in Euro. If you are paying using a different currency, the currency conversion will be based on the exchange rate of the day of the purchase. There is no extra cost for currency conversion.

PayPal

PayPal permits any company or individual consumer who has an email address to send and receive payments in a safe, secure manner. Clicking the "Pay with PayPal" link will bring you to PayPal's secure website. Once there, if you already have a PayPal account, you can simply proceed to authorise your payment.

If you do not have a PayPal account, you can register for free and securely enter your credit card information (prepaid cards are also accepted). You will then be able to send order payments with the simple click of your mouse. You can also use your current bank account to apply funds to your PayPal account, from which you can subsequently make payments. The use of PayPal as an online payment tool is free.

Credit cards

You can securely pay by credit card. We accept the following cards: CartaSi, Visa, MasterCard, Laser Card and Maestro.

The payment occurs over a secure server (SSL) with a 128-bit encryption key. Over this secure system, your credit card information is sent directly to the applicable banking authority over a secured, encrypted connection. No individual within Bikez4All, or over the internet will have access to your credit card information during and after the moment of purchase.

Your transaction will appear on your bank statement with the description ZerogreyWeb or ZerogreyMaster. The total amount of your order will be reserved immediately on your credit card and afterwards debited on your account. Orders paid using credit cards are processed faster than those paid via bank transfer, as communication of the payment to us is instantaneous.

To ensure you a secure payment transaction, our payment department might get in touch with you requesting further information before processing your order.This can influence the delivery time of your order.

Bank transfer

You have the option to pay for your purchases using a bank transfer. To make a bank transfer, please follow these steps:

1. Select “Pay by Bank Transfer”
2. Take note of the on-screen instructions or print them for completing the payment. You will be given:
   • Our IBAN and BIC/SWIFT bank details
   • The unique transaction code or "payment reference number
   • The Beneficiary Name, which has to be exactly the ones displayed
   • These need to be strictly identical on your bank transfer
3. Contact your bank and arrange the payment to the bank account given.

IMPORTANT: Make sure to include only the "payment reference number" or "unique transaction code" in the description or reference field of your bank transfer form and no additional information. If the bank details used differ from the ones we provided, it might not be possible for our bank to receive your payment and process your order.

Your order will be processed once the payment has been received and confirmed by our bank. This usually takes an average of 3 business days although this may take up to 10 business days. As banking delays are beyond our control, we are unable to reserve stock during this period. If you require a faster service, we suggest choosing Credit Card or PayPal as an alternative payment method.

Returns and Refunds

Returns

PLEASE DO NOT ACCEPT DELIVERY OF A DAMAGED PARCELS. TAKE A PICTURE OF THE PARCEL AND CONTACT US IMMEDIATELY: sales@bikez4all.com +39 (0171) 911383

Before you decide to return the product call us, we can help and make sure you are satisfied.

We only accept returns if the product is faulty, PLEASE DO NOT ACCEPT DELIVERY OF A DAMAGED PARCELS.This does not affect your statutory rights.

It is your responsibility to fully understand evaluates and know the purchased product. We can supply information, technical description sheets, pictures and laboratory compliance tests.

It is your responsibility to check that:

• the products correspond to the content of the courier's delivery slip (DDT) both as regards to the quantity and type.
• the parcel/package of the Products is intact, undamaged, not wet nor in any way altered even with reference to the securing material.
• Any damage to the parcel/packaging of the products must be immediately claimed by the customers by means of a comment expressing "control reserve" to be written on the courier's slip acknowledging delivery. It is understood that once the slip is signed without any claim, the customers will not be entitled to claim any exterior defect of the delivered products.
• The products may be delivered by couriers only to the customers or to third parties authorized by the customers. The receiving party is obliged to sign the slip in order to certify the occurred delivery. Couriers do not deliver at postal office boxes. Please read the relevant Terms & Conditions.

Faulty Goods

All goods sold by Bikez4all.com are covered as follow:

• The frame of your bicycle is guaranteed for 2 years – Bicycles must be stored in a dry place when not in use. Any damage to the frame or its structure due to accidents or paint scratching is not covered by the guarantee.
• Bicycles must be assembled by a qualified bicycle mechanic with adapted tools.
• All bicycles must be regularly serviced by a trained bicycle mechanic, should a warranty claim be submitted for components that are over 3 months old proof of assembly and maintenance will be required.
• Components are guaranteed for 1 year. This covers manufacture defects, but does not cover damage by crashing, abuse, or general wear and tear.
• If an item has a defect, which does not appear within the first 21 days, contact us.
• We reserve the right to turn down a return if the item appears damaged due to misuse or incorrect assembly. Please read carefully the user's manual. The bicycle should be assembled, carefully fitted to your or the user’s size and serviced by a qualified bicycle mechanic..
• Goods wrongly delivered, or damaged in transit: DO NOT ACCEPT DELIVERY OF A DAMAGED PARCEL. TAKE A PICTURE OF THE PARCEL AND CONTACT US IMMEDIATELY: sales@bikez4all.com Tel: +39 (0171) 911383

It is your responsibility to check that:

• the products correspond to the content of the courier's delivery slip (DDT) both as regards to the quantity and type.
• the parcel/package of the Products is intact, undamaged, not wet nor in any way altered even with reference to the securing material.
• STATE THE DAMAGES ON THE DELIVERY DOCKET TO ALLOW US TO CLAIM
• IF YOU ARE UNHAPPY WITH THE APPEARANCE OF THE PARCEL, PLEASE REFUSE THE DELIVERY
• If we send the wrong goods by mistake, or the goods arrive damaged we will be happy to find a solution to meet your satisfaction. Please contact us immediately at sales@bikez4all.com Tel: +39 (0171) 911383

Refunds

According to Bikez4all, return policy, all reimbursements will be made without cost to the original buyer. However, the costs of sending the returned product (s) to our warehouse, by courier or carrier, are the responsibility of the customer. The customer will be reimbursed only by the value of the returned product (s) and after checking the status of the returned product. Repair, re-boxing if needed, will be made at buyer’s expense.

Refund procedure

We can only refund your order on the same payment method you have used to complete your order.

IMPORTANT: Returned products that have been paid for via national bank transfer will be refunded only by bank transfer. In order to proceed with the refund, you will have to insert your bank details directly into the Return form.

Refund timeframe

Please remember that your return will be evaluated by our Quality Check Team.We will issue your refund only after this evaluation. Our aim is to make sure that you are always satisfied with your purchases on Bikez4All online store. Please bear in mind that it can take up to three weeks for our warehouse to confirm and process your return. We remind you as well that for orders paid by Credit Card, it can take up to 4 weeks for the refund to appear on your current account with the description Zerogrey or ZerogreyWeb.

If you have an issue with the product you received:

• PLEASE DO NOT ACCEPT DELIVERY OF A DAMAGED PARCEL
• TAKE A PICTURE OF THE PARCEL AND CONTACT US IMMEDIATELY: sales@bikez4all.com Tel: +39 (0171) 911383

For any issues with the product received, please contact our Customer Experience Team: sales@bikez4all.com Tel: +39 (0171) 911383 we will be glad to offer you an appropriate solution.

Delivery information

PLEASE DO NOT ACCEPT DELIVERY OF A DAMAGED PARCEL. TAKE A PICTURE OF THE PARCEL AND CONTACT US IMMEDIATELY: sales@bikez4all.com Tel: +39 (0171) 911383

In order to ensure prompt and timely delivery to our valued customers, Bikez4All, online store cooperates with the best express delivery services available. Delivery services are selected according to the destination of your shipment, as well as the type of the product(s) being shipped.

The final cost of the shipment will be listed in your "Shopping Cart" before the payment and will be added to the total amount of your order on the "Checkout Screen". The total amount will be charged to you. No additional amount should be paid to the courier at the moment of delivery.

Order Processing

Orders are processed between 9:00 and to 16:00 GMT/UTC +1, Monday to Friday. Orders placed after 12:00 on Friday will be processed the following Monday.

Keep an eye on your order

In order to review and verify the information related to your order, please log in into your account on our online store and click on “My Orders”, then just click on your order number to view its details. In order to follow the initial progress of your order through our system, you can view its "Status" beside each order code in the section "My Orders". Once the package has been sent, you will receive the tracking number. You can enter this number on the courier's homepage to track the real-time shipping status of your order from the initial shipment until its delivery.

Delivery times

Generally, shipments within continental Italy are delivered within three working days from the time of despatching. Shipments to the rest of the European Union take approximately five working days. Shipments to the rest of the world take approximately seven working days (not accounting for customs delays).

Duties and taxes

All sales are made with Italian VAT

Outside the European Union

Sales might be subject to local import taxes or customs duties that will be determined when the package reaches the country of destination. Such customs duties are solely payable by the receiver of the package, who will pay said fees to the courier or to the proper governing authorities.

Failure to clear customs

The onus is on the customer to ensure that their package clears customs by providing customs with all the necessary information and/or fees. If your package does not clear customs, it will be returned to our warehouse at customer’s expense. See our “Return Policy” for more information.