Shopping guide

* In orders worth 80€ or more.

How to make a purchase

To place an order you must be registered on www.orbea.com

If you are not yet registered, follow these steps:

  • First go to REGISTER on the Start menu.
  • You should register only once. You need an e-mail address and a personal password, and must indicate your home country, gender and date of birth. All other details are optional and merely help us to learn more about you so that we can offer you items that match your needs. Once you have started to place your order you will be prompted to provide invoicing and shipping addresses.

We comply with current data protection regulations and will not pass on your details to third parties.

  • Confirm your data by clicking on "Save". You will then be redirected to your user account, where you can review, edit and complete your data at any time.

If you wish to delete your Orbea customer account, please contact us and let us know why, to help us improve our services. privacy@orbea.com

Entering Orders

  • Once you have selected an item, just specify size and color and click on "Add to Basket". To delete or edit items in your basket, just click on the "Delete" or "Edit" links.
  • After you have added the item to your basket you can choose to continue shopping and add more items by clicking on "Continue Shopping" or go on to complete your purchase by clicking on "Place Order".
  • Just follow the steps indicated and complete the information requested. Fields marked with an asterisk are compulsory.
  • If all the items in your basket have a home delivery option Home you can have your order delivered to your home address or select an Orbea store where you can pick it up.
  • Once you have filled in the personal details required for the order, you can pay online by credit card or PayPal.
  • We will then send you a confirmation email as soon as your order has been placed, with all the details of your purchase.

When the purchase process is completed you can access a summary of your purchase by going to the Orders section. There you have the option of cancelling or returning items and can access the following detailed information:

  • Order number
  • Order date
  • Order status
  • Delivery date
  • Price

Payment

Once you have filled in the personal details required for the order, you can choose an online payment platform. Such platforms guarantee privacy and safeguard information during the process of transferring user data, thus ensuring secure transactions.

The payment platform will prompt you to enter your credit card details along with personal data such as your full name and ID number.

The following cards are accepted for payment purposes: Visa Visa Electron MasterCard Maestro

PayPal also offers the usual services of a payment platform. For details, see www.paypal.es
Once payment has been made you will receive an e-mail confirming that your order is being processed.

Delivery time

We give an expected delivery time and undertake to do all that we can to meet or even improve on it.

If we fail to deliver by the time indicated, please give us a period of grace. In any event you will be informed of any delay.

Once your order has been placed you can see its status by accessing the ORDERS section in your user account. Information on order dates will begin to be updated once the order is confirmed.

For information on your order, please contact our Customer Service Department by telephone on 902 042 or by e-mail at orbea.es@orbea.com

Order tracking

You can track your order via your account. Go to Access/Registration If you are not already registered, fill in your details and register. Once you are registered you can access your orders by entering your e-mail address and password. Orders may have the following statuses:

IN PROCESS

After placing your order, you will receive a confirmation message by e-mail to let you know that we are processing it.

This message is a confirmation of payment. The order is not considered as confirmed by Orbea until the its status is shown as CONFIRMED in your account, and until then you do not yet have a contractual agreement with us.

It is possible, though unlikely, that there may be stock errors in the system. In that case Orbea will refund the amount paid.

CONFIRMED
This means that your order is in the system and has been confirmed by Orbea.com, and that we will shortly begin the process of shipping it to you at a store.
Cancelled

While the status of your order is shown as CONFIRMED, you can still cancel it via the "Orders" tab in "My Account". If you cancel your order the status shown will immediately change to CANCELLED.

If you have not cancelled your order but its status is shown as CANCELLED, we may have had to cancel it for various reasons. For more information, please contact Customer Service at returns@orbea.com

ONGOING
We are processing your order.
SHIPPED TO STORE
Your order has left the warehouse. You will receive a confirmation e-mail message and the product will arrive at the Orbea delivery point in 48-72 hours. You will be advised from the delivery point when you can pick it up.
SHIPPED TO HOME ADDRESS
Your order has left the warehouse. You will receive a confirmation e-mail message and the product will arrive at the address indicated in 24-48 working hours.
Return requested
If you wish to return the order received for any reason, you may do so via the "Orders" tab in "My Account". If the Product ordered is a bicycle you must request its return via the store from which you picked it up.
When you ask for the Product to be returned the order status immediately changes to RETURN REQUESTED.
Return accepted
Once we have received the Product at Orbea and confirmed its condition, the order status switches to RETURN ACCEPTED. The price of the items returned will be then refunded in 4-7 days, minus the shipping costs entailed by the sending of the original order.

Shipping costs

Orders worth 80€ or more are eligible for free shipping.

  • Spare Parts: 9.50€
  • Cycle clothing: 9.50€
  • Helmets: 9.50€
  • Hydra: 9.50€

Cancellations and returns

Cancellation of Orders

You have the right to cancel one or more items included in your order up to the time when it is shipped. Select the items that you wish to cancel by checking the Cancel Item box and then clicking on OK to confirm cancellation. Once you have completed the cancellation process, we will refund the price via the same method used to make payment.

Terms & conditions for returns

Terms & conditions for returns vary depending on whether you collected your products from an Orbea store or had it delivered to your home.

For all returns, you will need a claim number associated with the order. To obtain that number please contact Customer Service for online sales by e-mail at returns@orbea.com or by telephone on +34 902 042 929.

If the order was picked up from an Orbea store:

You may return the product within 15 calendar days as from the date when the item was delivered to you at the store. The product returned must be in the same condition as when it was delivered to you, unused and with its original packaging and labels. Customized orders may not be returned.

To return a product, hand it over to the distributor from whom you collected it. Once the store has checked that the product is in the required condition, you can request a refund via the website.

To return products, follow the instructions below:

  • When you access your account you can review your orders under ORDERS, where there is an option to return one or more items included in purchase orders placed.
  • Mark the item(s) to be returned and click on OK to confirm the return.
  • Both you and the store will receive e-mails with a return authorization number. The store will mark that number on the outside of the packaging.
  • Once we receive the Product and confirm the condition of same, the refund will be issued by the same means with which the purchase was made, minus the shipping costs associated with the return.
If your order was delivered to your home

You may return the product within 15 calendar days as from the date when the item was delivered to you. The product returned must be in the same condition as when it was delivered to you, unused and with its original packaging and labels. Customized orders may not be returned.

  • When you access your account you can review your orders under ORDERS, where there is an option to return one or more items included in purchase orders placed.
  • Mark the item(s) to be returned and click on OK to confirm the return.
  • You will receive an e-mail prompting you to return the item(s), including the order number that you must indicate in a prominent place on the outside of the packaging to help us identify it.

Once the product arrives back at Orbea and we confirm its condition the price of the items returned will be refunded in 4-7 days, minus the shipping costs entailed by the sending of the original order.

Products damaged in transit
If you observe any knocks or damage on the packaging when you receive your order, make a note of them on the delivery note provided by the shipping company (e.g. “packaging damaged”) and return the package unopened to the carrier. Then report the incident immediately to our customer service staff by telephone on +34 902 042 929 or by e-mail to returns@orbea.com.
IF YOU RECEIVE THE WRONG ITEM(S)
If you receive an item you have not ordered by mistake, please send an email to returns@orbea.com or call +34 902 042 929.

EXCHANGING A PRODUCT

Products can only be returned in exchange for a refund. If you need a different size or color, or wish to acquire alternative products, you must place a new order.

CONDITIONS FOR RETURNING CUSTOMISED PRODUCTS

For some models, Orbea offers you the possibility of selecting bicycle components so that you can customize your bike according to your needs and tastes.

The exclusive customization of such bicycles means that we cannot accept any returns except in case of manufacturing defects.

For any questions about returning customized Orbea models purchased from www.orbea.com, please contact the point of sale where you picked up the product or call us on +34 902 042 929 (Monday - Thursday, 8:00 am to 1:30 pm and 2:30 pm to 5:00 pm; Friday, 8:00 am to 2:00 pm); you can also send an email to returns@orbea.com

Warranty Terms & Conditions

ACCESS/REGISTRATION

By law, we offer either a two-year LIMITED WARRANTY or a warranty valid for the period established by law in your country.

COVERAGE

  • ORBEA provides a warranty on all products that it manufactures and/or distributes against any nonconformity issues for the first two years after their purchase. This warranty is valid only for the original buyer of the product, who is entitled to the repair and/or replacement of the defective product completely free of charge for the affected user in the event of any nonconformity.
  • This warranty also specifically covers paint, varnish and corrosion defects on all frames and rigid forks assembled on our bicycles during the period specified in the first paragraph hereof.
  • This legal warranty from Orbea is fully compatible with the legal and sales warranties offered by the manufacturers and dealers of the individual components of other brands fitted to our bicycles, and in the event of any nonconformity in any such component the user must process the individual warranty claim for same directly with said manufacturers or dealers.

CONDITIONS

  • When filing a claim under this warranty, the user must provide a copy of the purchase document (sales invoice) for the bicycle to ORBEA or the dealer.
  • The user must maintain the product purchased in good working condition, according to the instructions and recommendations provided in the instruction booklet accompanying the bicycle. ORBEA may reject any warranty claims that are the direct result of poor product maintenance by the user.
  • This warranty is null and void in cases of damage or defects arising from negligent use of the bicycle, the mounting of non-original accessories not supplied or mounted by our factory, or any inappropriate manipulation or maintenance operations by you, the user, or by any third party on your behalf.
  • This warranty does not cover the normal wear and tear of the perishable elements of the product in any case. Said elements may include, without limitation, the following elements subject to wear and tear:

    Handlebar tape
    O-rings
    Bottom bracket cups
    Bearings
    Brake pads
    Seals
    Threads
    Sprockets
    Disk brake rotors
    Dust caps
    Core
    Grips and tapes
    Shock absorber joints
    Screws
    Rubber parts
    Seat covers
    Gear and brake cables and jackets
    Gear or brake lever hoods
    Spokes
    Nipples
  • Due to the inherent hazards associated with using a bicycle on roads or trails and the physical risks arising from its use, this warranty refers only to the replacement of non-conforming components and does not cover any personal injury that may arise directly or indirectly from malfunction during use. In case of a traffic accident, regardless of the direct cause, the warranty provided by Orbea is null and void.

THE PROCESS

  • In order to process any claim in relation to this warranty, the user must proceed to the point of sale where he/she purchased the product, so the dealer can process the legal warranty. If it is not possible to visit said dealer, or this is overly burdensome for you, the user, you may visit another official ORBEA dealer to file the claim, or contact ORBEA directly by clicking on the link below, to receive instructions for processing the warranty claim. When filing a claim under this warranty, the user must provide a copy of the purchase document (sales invoice) for the bicycle to ORBEA or the dealer.
  • This warranty is subject to the decision reached by our technicians with regard to the nature of the product non-conformity once they have studied the part in question.
  • If repair is not possible and ORBEA opts to replace the product, ORBEA will replace the non-conforming product with another similar product, and if this is not possible for reasons of stockage, you, the user, will receive another product of equal quality and features from the ORBEA range for the year in which the warranty claim is filed.

Access/Register

Access/Registration is a customized page for you as an individual user, with the services that Orbea offers you. If you are already registered, enter your e-mail address and password to:

  • See/modify your personal details.
  • See the status of your current and past orders.
  • Create an account.
  • Access your account.