How do I check the status of my shipment?
If you are already registered, you can access the site www.ciclismosport.com in the “My orders” section or by consulting the shipping tracking number sent by email during the order confirmation phase. We also remind you that your order is immediately visible in the “My Orders” section, accessible within the reserved area.
My order has not come yet! Why?
The expected delivery date has already passed but your order has not yet arrived? Before contacting us make sure you have:
• Track the progress of your package using the link that was sent to you with the shipping confirmation email.
• Log in and check that the delivery address and your contact information are correct. In particular, make sure that the name on the intercom (if different from yours) is shown on the delivery address.
• Checked if the courier has left a transit notice. Your order may be at the courier’s depot.
By entering the shipping tracking on the site, you can have all the information necessary for the collection.
• Asked your neighbors if they have collected the package on your behalf. If you have already done all this but you have not yet received news of your package, contact our CUSTOMER SERVICE. We will do our best to help you.
What is the return policy?
You have up to 14 days from receipt of the order to request a return. You can request the free home collection service and a courier will collect the package containing the items you want to return. In order to take advantage of the first free return, it will be necessary to communicate us by e-mail to email@example.com the order number, the name and surname and the reasons for the return. We will send a return confirmation email with return instructions. We will undertake to send you a courier at home for the collection of the items that must be returned in the original packaging.
Shipping costs have not been refunded to me
When an order (or part of it) is returned, we only refund the price paid for the items and not the shipping costs, unless the entire order has defects.
I was refunded the wrong amount
If we made a mistake in the refund, we apologize for the inconvenience. Please consider that the refund amount may be influenced by:
• Shipping costs, refundable only in case of defective or incorrect goods.
• Any promotions applied at the time of sale, which may no longer be applicable. If you have any questions, please contact our CUSTOMER SERVICE
Have you received the goods that I have returned?
Keep in mind that it can take up to 15 working days (weekends and holidays excluded) for your return to reach our warehouse. Once received, we will send you an email within 3 working days to confirm the refund. We will re-credit the amount of your refund to the same credit card, Paypal account or bank account used for the purchase. The amount will be available again in your account in 5 – 10 working days. You will be informed by email of the arrival of the package at our warehouse and at the same time of the beginning of the refund procedures. All this will take place after a verification of the integrity of the returned products and of the conformity of the return to our conditions of sale. In the unlikely event that you do not receive an email within 15 working days (excluding weekends and holidays), please contact the CUSTOMER SERVICE. Make sure to tell us your order number, which items you returned and any other useful information (for example the tracking number) when you contact us: this will help us assist you in the shortest possible time.
What are the reimbursement times and methods?
After our staff has received the return and checked the integrity of the products, the refund procedure will be carried out, of which you will be informed by email. The conclusion of this procedure will take place within 14 working days from the date of receipt of the return, through the re-credit equal to the value of the returned goods through the payment method used at the time of the order.
Can I modify my order?
No, it is not possible to modify a completed order. In case of purchase of an incorrect item, you can communicate it to us by writing an email to firstname.lastname@example.org or by calling our CUSTOMER SERVICE.
Incomplete order or article failed … how should I behave?
Write us an email to email@example.com indicating the order number and the codes of the missing products or the failed item. In the latter case, the procedure will be the same as for the return.
Are credit card payments safe?
We guarantee that every purchase is made in total security and through the most advanced data encryption systems.
Are the colors of the items photographed exactly the real ones?
The presets of our photo shoots ensure a real color rendering of the garment. However, as device screens vary, we cannot guarantee that the color displayed on your screen is perfectly equal to that of the actual garment.
I made the payment by credit card, I visualized the page of “congratulations” but I have not received any confirmation email. What should I do?
Try to verify the receipt of the email in the “Spam” or “Junk Mail” folder of your mailbox:
if it is the first time that you make purchases on Ciclismo Sport, some providers may label the confirmation email as spam. If you do not find the email even in the junk mail, do not place the order again, but write immediately to firstname.lastname@example.org: we will contact you as soon as possible to confirm the correct receipt of the order.
I made a return but the card I used is no longer active
Was the card used to place your order lost / stolen / deactivated? Don’t worry, if the account linked to your card is still open, we will still be able to complete the refund. We cannot refund the value of your order on a different card. If your refund is not visible after 10 working days from the confirmation of accreditation, contact our CUSTOMER SERVICE.
The product I want is out of stock, will you carry out restocking?
At the moment we have no way of confirming if and when a specific item will be available again, however, the advice is to click on the “NOTIFY ME” icon of the reference product: you will be informed via email when the product will be available again in our stock. Alternatively, we encourage you to track our New Arrivals, you may find an article similar to what you are looking for!
Is a size guide available?
There is currently no size guide available. For any doubts you can contact our CUSTOMER SERVICE.
How do you search for a product?
Do you have the item code you are looking for? In this case, click the MAGNIFYING GLASS icon at the top right, type the product code in the search box and press enter. Alternatively, you can take a look at the available products by selecting a category from the drop-down menu. You can then refine your search by selecting the product type, size, color and price from the options listed on the left side of the page.
Do I have to pay to request a return?
The return of each order placed is free in Italy.
In some pages of the site the message “cookies disabled” appears … what should I do?
How can I be sure I made the purchase correctly?
Once the order has been placed, you will receive a confirmation message to your Email address, if you do not receive the email correctly, check also in the “Spam” or junk mail box. You will also be able to view all orders placed in the “MY ORDERS” section of your personal account. If you do not see your order correctly, contact our CUSTOMER SERVICE.
Is it possible to cancel an order?
You can do this as long as your order has not already been processed. If you want to proceed contact our CUSTOMER SERVICE.
I have received a wrong product
If you have received a wrong product, we apologize for the inconvenience. In case you want a refund, please return the item. Make the return following the instructions. In case you want a replacement, contact our CUSTOMER SERVICE to know all the details.
I have received a defective product
If you have received a defective product, contact CUSTOMER SERVICE as soon as you discover the defect and provide as many details as possible (the order number, which item is defective, what the defect is, etc.). Also remember to select your preference between a refund and a replacement (in both cases there will be no additional costs for you). A Customer Service representative will respond to your request as soon as possible.
An item is missing from my order
It is possible that your order has been sent in multiple packages therefore you may receive multiple shipments even on different days. If something is missing, contact our CUSTOMER SERVICE and we will try to solve the problem as quickly as possible.
How can I recover the forgotten password?
To recover the forgotten password, just enter the email used during registration and click on the link “Forgot Password?” that you find in the “My Profile” section.
When will the amount spent be charged?
If the card is authorized, payment will be charged as soon as the order is confirmed and you will receive a notification email. If the card does not obtain authorization, the payment will not be charged and I will receive an automatic email notification of the denied procedure.
I want to close my Ciclismo Sport account, how do I do it?
To close your Ciclismo Sport account contact our CUSTOMER SERVICE confirming:
• Your first and last name
• Your date of birth
• Your billing address
• The email address with which you registered your account
We will deactivate your account and send you an email to confirm the closure. If you change your mind in the future and want to go shopping on Ciclismo Sport again, all you have to do is register again.
How can I unsubscribe from the newsletter?
If you no longer wish to receive the Ciclismo Sport newsletter, you can unsubscribe via one of the following options:
Click on the “UNSUBSCRIBE” item at the bottom of one of our newsletters.
If you are registered on the site, access “My profile”, select the “NEWSLETTER SUBSCRIPTION” item, finally deselect the “receive newsletter” item and SAVE.