FAQ | Returns

Return postage costs

Return shipping is free if you choose a voucher for your next order.

If you choose a refund, you are responsible for the return shipping costs: Probikeshop provides a return label for you to print, and €5 is deducted from your refund.

Return period

You have 30 days to decide whether to keep your item or return it to us. You can return it if the size, colour or style is not right for you.

Refund timescale

Processing your return may take up to 14 days after you drop off your parcel. You will receive a confirmation email once your refund has been issued. How long it takes to appear in your account depends on the payment method used.

Return conditions

• The item must be unused, clean and show no signs of use.
• The item must be returned in its original condition, with its labels and packaging.
• The item must not have been washed.

Returns procedure within France

This procedure applies only to returns from mainland France.

1. Register your return

From this page:

1. Click this link and enter your order number and email address.
2. Select the product or products you wish to return and the reason for the return.
3. Choose between a refund and a voucher for your next order.
4. Confirm your return.

From your customer account:

1. Log in to your account and click "My orders".
2. Select the relevant order, then click "Details" followed by "Create a return".

2. After confirmation

• Print the return label.
• Put the products back in their original packaging.
• Place the recipient form inside the parcel.
• You must drop off the parcel at a Chronopost Pickup point.

Your return is processed once we receive the parcel at our premises. We will send you a confirmation email. For refund timescales, see the "Refund timescales" section above.

Create my return

Returns procedure outside Europe

This procedure applies to returns from Switzerland, Guadeloupe, Martinique and Réunion.

1. Contact our customer service team

Before sending your parcel, contact our customer service team and provide:

• your order number;
• the product or products concerned and the reason for the return;
• whether you would prefer a refund or a voucher for your next order.

For returns from Switzerland, Probikeshop creates the return label and sends it to you.

2. After receiving the label

• Print the return label.
• Put the products back in their original packaging.
• Drop off the parcel following the instructions on the label.

Your return is processed once we receive the parcel at our premises. We will send you a confirmation email. For refund timescales, see the "Refund timescales" section above.

Contact customer service

Warranty procedure

If you need to make a warranty claim, Probikeshop will guide you through the process. For any enquiries, contact our customer service team.