Frequently Asked Questions
Before making the purchase
It is very simple. On our website we provide a search engine where you can enter the name of the product you are looking for. A second option is to use the filters you will find on the left side of the page. Here, you can narrow or widen the search to suit your needs. Finally, you can browse our category menu until you find the desired product.
When you find the item you are looking for, when applicable select the necessary details: size, color, etc., and select the "Add to cart" option where you will see the list of items you have added so far. You can make all the changes you want, such as: changing the quantity of an item or removing an item from the cart.
If you want to continue shopping, select the "Continue shopping" button. Once you have everything in the cart and you want to place the order, select the "Complete order" button.
During your first purchase, you must identify yourself and register by filling out the corresponding form with all your data.
If you are already a registered customer, you only have to select the "Log in" button with your username and password.
To finalize your purchase, select the shipping method and then the payment method you prefer.
If everything is correct, the message that the order has been placed will appear on the screen and you will receive a confirmation email with all the details of your order.
We ship our products within mainland Spain.
We will be soon be adding countries and areas from which we can send your order. If you want us to send an order to a country or area which is not available, consult with us by writing our Customer Service department at firstname.lastname@example.org and we will study your request on an individual basis.
Our main payment methods are the following:
- Credit card: Credit and debit cards (MasterCard, Visa and Visa Electron), and via the Caixa Banc payment gateway, which guarantees your payments will be secure.
- Wire transfer: Make a transfer of the amount indicated in the invoice to our bank account. You will receive an order confirmation from us by email, with the bank details and the order number.
Your order will be activated once we receive the full amount for your purchase and your order will be shipped once we have prepared all of the products in full.
Each of these payment methods we offer may vary depending on the country of destination.
Once you have added all the items to your basket and selected the shipping method, all available payment methods for the destination country of your order will be displayed.
Shipping is free for purchases of over €99 for the entire Spanish peninsular territory, with the exception of the products specified in the following table:
- Ski and Snowboard Boots
- Bicycle Frames
- Skis and Snowboards
- Suitcases and Travel Bags
- Bike rack, board rack and ski rack
- Cycling Rollers
- Bicycle Wheels
In the event the bicycle requires assembly, it will cost €99.99. This cost is not included in the shipping costs.
IMPORTANT: We do not ship to Ceuta and Melilla.
Shipments are made through the transport company Nacex. In the event the shipping data is not correct, you must inform us as soon as possible in order to avoid any delays in delivery.
Orders that are large in volume or of considerable weight will be delivered to the door of the building.
The estimated delivery time is 24-48 working hours from the time you place your order.
You will receive an email with the tracking number when your package leaves our warehouse.
All purchase costs will appear in your shopping cart before you finalize your order and will also include shipping costs.
However, in some exceptional cases, shipments to certain areas may pose additional customs and tax costs, which must be paid by the recipient of the merchandise at its destination.
CARBOSPORTS allows the return of its products within a period of 14 days from the date on which the customer received it. All products sold at CARBOSPORTS are subject to the exercise of the right of withdrawal and return and refund policies, as provided for in accordance with the provisions of Directive 2011/83/EU of the European Parliament and the Council of October 25, regarding the rights of consumers.
The consumer is guaranteed, by law, the right to withdraw from the purchase contract, without indicating the reason, for all products sold by CARBOSPORTS within 14 calendar days from the date on which they received the product.
Products must be returned in the same condition in which the buyer received them. Therefore, new products must be returned new, unused and complete. In no case will we accept a product that has been used by the customer or with damage to the original packaging.
Management of the return and reimbursement of money
In the event the consumer returns an item sold by CARBOSPORTS because the product is in poor condition or the delivery is incorrect, the amount of the product will be refunded, as well as the return costs. In any other case, only the amount for the product will be refunded.
The consumer will receive the refund within a maximum period of 14 days, via the same means of payment the consumer used to make the purchase, unless he or she indicates otherwise.
In the event a product is defective, the consumer can make a claim within the 2 year period from the date on which the product was received. For more information regarding the guarantee policy of each product, please contact our Customer Service by writing an email to email@example.com.
Likewise, for any additional matter not contemplated in this Return Policy for CARBOSPORTS, refer to the provisions of the aforementioned Directive 2011/83/EU of the European Parliament and the Council of October 25, regarding the rights of consumers.
After making the purchase
You will be able to see all the details, the estimated date of delivery and the status of your order by going to My Account > My orders >. Select the order number, and you will be able to view all the details, the estimated date of delivery and the status of your order.
When your purchase leaves the warehouse, you will receive an email with the tracking link so you can know where your order is at all times. If you prefer, you can also choose to pick up your package at the courier office in your area, or change the delivery address.
If a product indicates "Delivery in 24 hours" it means that particular item is available in our central warehouses, and Carbosport offers the possibility of delivery for the next day (business day), provided the order is placed before 12:00 noon the day before.
When the delivery times indicated are from 3 to 5 days, 1 week, etc., it means that the products are subject to the availability among our network of official suppliers who regularly confirm that they have said products in stock. In case of any eventuality, the customer service team will keep you promptly informed.
In the case of payment via bank transfer, the time of delivery will be calculated from the date on which the payment is validated.
IMPORTANT: In the event the order includes several items, the order will be delivered when all the items in the order are available.
You will receive a link by email when your purchase leaves the warehouse. This way you can track the shipment and contact the courier if necessary. You can also choose to pick up your package at the courier office in your area, or change the delivery address.
Before the order enters the process of preparation, you can change it, add another product, and modify the delivery information. To do this, you should contact us by email at firstname.lastname@example.org
IMPORTANT: To cancel your order, go to My Account> My orders, select the order and click on the 'Cancel order' button. We can cancel it as long as it is not being prepared or has been prepared but has not yet left our warehouse. If the order is already being prepared, the cancel button will no longer appear in your account.
If you are not at home at the time of delivery, the courier will leave you a notice so that you can contact the courier's office and arrange a second delivery. Normally, that will be for the next day, although the time slot will be determined by the courier. You can also pick up your package at the courier office in your area.
To request an invoice, contact us at email@example.com and our Customer Service team will send it to you.
After receiving the purchase
No problem! Write to us at firstname.lastname@example.org and our Customer Service team will send it to you.
When you receive your package, it is very important you make sure that the packaging and the product are in perfect condition. If they are not, do not accept the delivery of this package unless you indicate to the delivery person, in the moment, that it is not in good condition and that you will inspect it later. If you verify any incident, you must notify us within a maximum period of 24 hours after receipt, since we must inform the transport company and claim the damages.
For the claim, we will need you to send us an email to email@example.com , with a photo of the product and the outer label of the package.
For our part, we will make an immediate replacement, provided the product is in stock.
Otherwise, you will receive a voucher for the amount of the order.
We do our best to ensure that you correctly receive the products you have ordered. However, if you receive an item that is not one you purchased on our website, please contact us and we will do our best to replace and deliver the correct product to you.
Every product purchased at Carbosports is covered by its respective warranty, which covers manufacturing defects and defects due to poor workmanship. If you believe that your article has some imperfection, follow the steps below:
Send us an email to firstname.lastname@example.org indicating the following information:
- Order number
- Brief explanation of the problem
- Photo of the product defect
We will contact the brand to manage the guarantee, and we will inform about the situation as soon as possible. The response time will depend on the technical service for each brand. Likewise, the decision to change or repair the item rests exclusively with the brand.
If the brand asks us for the item, we will send you the return label by email so that you do not have to pay the costs of the return yourself. The email will include information regarding the nearest drop-off points for you to leave the package.
If the guarantee is accepted, we will deliver the new or repaired product free of shipping costs. We reserve the right to reject a guarantee request in the event that the returned item has not arrived in accordance with the conditions indicated in our return policy.
Carbosport does not cover general wear and tear on tires, inner tubes, brakes, brake cables, brake pads, batteries, bumps and dents, etc. Nor will Carbosport accept damp garments, products that give off a bad smell, or items that cause physical discomfort.
Damage caused by external factors will not be considered: abrasions or damage caused by sharp objects, chemical products, etc.
After the initial 15 day period, Carbosport reserves the right to repair/replace any defective product under warranty. All products repaired or replaced under warranty will be covered for the remaining period of the original product.