Tu nueva Orbea está más cerca de lo que piensas: Encuéntrala

Guía de compra

  • Gastos de envío gratuítos *
  • Recogida en tiendas Orbea
  • Teléfono: 900 67 00 18
* En compras superiores a 60 € en la Península.

Acceso/Registro

My Account is a web page personalised for each user with the services offered by Orbea. Once you are registered just enter your email address and password to:

  • See/change your personal details
  • Change your password
  • Access the newsletter and customise the information that you receive
  • Access the Opportunities section, where you can indicate what type of opportunities you want to be informed about
  • Register the warranty for your bike
  • See the status of your past and present orders
  • See/manage your saved bikes
  • See the requests for bikes that you have submitted
  • Close your session

Guía de compra

To place an order you must be registered with www.orbea.com.There are two ways of registering:

    Registering prior to ordering

  • On the main menu, go to REGISTER
  • You must only register once. Our website is a consumer orientated website, so you must register as a person and not as a company. To do so, you will need an e-mail address and a personal password. All other data are optional and serve merely to help us get to know you and offer you what you need. You will be prompted to provide your shipping address & personal details when you place your order.

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

  • When you click on "Register" an email confirming your registration will be sent to the address given in the previous step.
  • You must click on the link in that email message to activate your registration.
  • Registering while placing an order

  • Add the items that you wish to purchase to your basket.
  • Click on "Place Order" in the basket to go to the checkout.
  • At the checkout, fill in the compulsory fields (marked *) in the address and contact data section. When you complete the form you will be asked to provide a personal password, which you must then use to access your account once the order is placed.
  • Purchasing process

    • Once you have chosen an item, click on "Purchase" and select the size and colour. After selecting the size and colour, click on "Add to Basket".
    • After adding items you can go directly to the checkout or modify the items in the basket.
    • Please, bear on mind that if you want to make a purchase in Orbea.com, you will need to do it as an individual consumer never as a legal entity.
    • To go straight to the checkout, place the cursor on the shopping trolley icon in the top menu and click on "Purchase".
    • To change, delete or add items go to the basket. Place the cursor on the shopping trolley icon in the main menu and click on "See or Edit Basket". When you are satisfied with the items in the basket click on "Place Order" (if you have a promotion code you can also enter it in the basket, but remember that you need to be registered and logged in to your account to do so).
    • At the checkout, follow the step-by-step instructions and provide the information requested. Those fields marked with an asterisk (*) are compulsory. If you are registered but have not logged in, click on "I am already registered" and some fields will auto-complete. If you are not already registered you will be asked to provide a personal password, which you must then use to access your account once the order is placed.
    • In the next step, you must indicate the delivery point. All of our products (except bikes and external batteries) have the option of being shipped either to your home or to an Orbea Dealer. In case you want to order a Bike or an External Battery, you will need to choose a dealer . Your preferred dealer will assemble and adjust the bike, help you with the warranty service and also he will be responsible for providing a free checkup of your bike after it has been built.
    • The final step is payment. Payment platforms guarantee privacy of information and offers secure transactions to protect it during the process of providing user data. Payments can be made via PayPal (see www.paypal.com)or by credit card. The following credit cards are admissible:: Visa Visa Electron Mastercard Maestro

    • On Orbea.com, you can always access your invoice as an individual consumer. As soon as the order is sent to the indicated address, you will receive an email with the invoice attached. Orbea's website is made for the individual consumer, therefore all invoices have the individual consumer's name.
    • You can also see detailed information on your order in the "Orders" section in your account. The information shown includes the order number, order date, order status, estimated shipping date, quantity, amount per item, shipping costs, full amount, collection point, personal data, etc.

Seguimiento de pedido

You can track your order from your account. If you are already logged in, simply go to "My Account" on the main menu and if not then go to "Register" on the main menu and enter your email address and password. If you cannot remember your password click on the "Forgotten your password?" link and follow the step-by-step instructions to reset it.

If you cannot remember the email address that you gave, contact our customer service staff at [email protected] or on +34 900 670 018 and give them your order number, which you can find on the confirmation message emailed to you when you made your purchase.

In "Orders" you can track your orders, which may show the following statuses:

CONFIRMED

This means that your order has been entered in our system and confirmed by Orbea.com, so we will shortly begin processing it and sending the items to the address indicated.

CANCELLED

While your order is classed as CONFIRMED you can still cancel it via the "Orders" section under "My Account". Once you ask for your order to be cancelled its status is changed to CANCELLED.

If an order appears as CANCELLED even though you have not requested its cancellation, we may have had to cancel it for a number of reasons. For more information please contact our customer service staff at [email protected]

SENT - TRACKING

Your order has left our warehouse. You will receive an email confirming shipment and the product will be delivered to the address indicated in 5-7 days. If you requested delivery to a C&C point the store will contact you so that you can pick up the product. In any event, the email confirming shipping provides contact data on the C&C point.

If you have requested in-store pickup, please remember that you will need to present the following documents:

  • A copy of the purchase confirmation.
  • Your personal identification document. In case you are unable to pick it up yourself, in addition to presenting the aforementioned documents, you must sign an authorization for another person to do so on your behalf.
  • *Orbea works with front-line couriers to provide fast, secure shipping. Remember that delivery times are estimates and that some orders may be delayed, especially during seasonal sales and special promotional periods.

    RETURN REQUESTED

    If you wish to return an order that has been delivered, you may do so via the "Orders" section under "My Account". If the product ordered is a bike, you must request its return via the store from which you collected it. Once you have requested that the product be returned, the order status changes to RETURN REQUESTED.

    Please read the "Cancellations and Returns" section for an explanation of the terms and conditions for the cancellation and/or return of an item or order.

    RETURN ACCEPTED

    Once the product is received at Orbea and we have confirmed that it is in perfect condition, the order status changes to RETURN ACCEPTED.

    Gastos de envío

    Shipping is free for orders in excess of 80 €. Orbea does not currently ship to the Canary Isles, Ceuta or Melilla. However, you can always place an order via our authorised dealers there. For more information please email us at [email protected] or call to 900 67 00 18

    For orders amounting to less than 80 € the following shipping charges apply:

    • OC Components, Accessories, Spare Parts: 9.50 €
    • Cycling clothing, casual clothing & merchandising: 9.50 €
    • <

      *If your order comprises various items but does not reach the minimum amount the rate applied will be that for the item with the highest shipping charge . 

    Cancelaciones y devoluciones

    "

    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 within 4.7 days via the same method used to make payment.

    As our service supplier, cancellation refunds will be handled by MODUSLINK B.V.,a company which provides global supply chain and ecommerce services, together with, in the frame of said agreement, tax and regulatory compliance, as well as fraud protection to ensure secure transactions, all in accordance with GDPR law. MODUSLINK B.V. will be selling and therefore billing any product article purchased in the following countries: Spain, France, Deutschland, The Netherlands, Italy, Ireland, Belgium, Denmark, Portugal, Austria and Sweden.

    In order to access and understand all information related to the terms and conditions of MODUSLINK B.V., we encourage you to consult the following Link.

    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.

    To make any return, it is necessary to have a return request number associated with the order. This number will be automatically generated when you log into your user account and select the item(s) you wish to return from your order and request the return. You will receive an email with the return request number that you will need to note on the return.

    As our service supplier, return refunds will be handled by MODUSLINK B.V.,a company which provides global supply chain and ecommerce services, together with, in the frame of said agreement, tax and regulatory compliance, as well as fraud protection to ensure secure transactions, all in accordance with GDPR law. MODUSLINK B.V. will be selling and therefore billing any product article purchased in the following countries: Spain, France, Deutschland, The Netherlands, Italy, Ireland, Belgium, Denmark, Portugal, Austria and Sweden.

    In order to receive more information on the terms and conditions of ModusLink B.V., we suggest that you consult the following Link.

    IF THE ORDER WAS PICKED UP FROM AN ORBEA STORE:

    You may return the product within 14 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. The customer is responsible for covering the return shipping costs. 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 and a carrier will be sent to pick up your order at the same store .
    • Once we receive the product at Orbea and confirm its condition, the refund will be issued in 4-7 days by the same means in which the purchase was made.

    IF YOUR ORDER WAS DELIVERED TO YOUR HOME

    You may return the product within 14 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. The customer is responsible for covering the return shipping costs. Customized orders may not be returned.

    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.
    • 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.
    • You will receive a return request email that includes the order number, which you must clearly write on the outside of the box so we can identify it.
    • The amounts paid for the products returned and the shipping costs incurred in the initial order will be refunded in 4-7 days.

      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 +34 900 670 018 or by e-mail to [email protected]

      IF YOU RECEIVE THE WRONG ITEM(S)

      If you receive an item you have not ordered by mistake, please send an email to [email protected] or call +34 900 670 018.

      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 returns except in case of manufacturing defects. Please, doble check all aspects related to your customized orders prior to execute it

      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 + 34 900 670 018 (Monday - Thursday, 8:00 am to 5:00 pm; Friday, 8:00 am to 2:00 pm); you can also send an email to [email protected].

      "

    Condiciones y términos de garantía

    The STATUTORY WARRANTY is the warranty that we provide for the period required in law in each country where products are purchased.

    COVERAGE

    • ORBEA provides a warranty on all products that it manufactures and/or distributes against any nonconformity issues for the required statutory warranty period after their purchase. This warranty shall be valid for the purchaser, 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 statutory warranty from ORBEA 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..

    TERMS & 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 distributor.
    • 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 and the manuals published on the ORBEA website. ORBEA may reject any warranty claims that are the direct result of poor product maintenance by the user.
    • This warranty does not apply to 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, but are not limited to, the following elements subject to wear and tear:
      • Handlebar tape
      • O-rings
      • Headset cups
      • Bearings
      • Brake shoes/pads
      • Retainers
      • Threads
      • Sprockets
      • Disk brake rotors
      • Dust caps
      • Hub
      • Grips and tapes
      • Shock absorber joints
      • Screws
      • Rubber parts
      • Seat covers
      • Gear and brake cables and jackets/fluid
      • Gear or brake lever hoods
      • Spokes
      • Nipples
      • Batteries & electrical system components on e-bikes.
    • Due to the inherent hazards associated with using a bicycle on roads or trails and the physical risks arising from the use of same, 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 who directly caused same, the warranty provided by ORBEA is null and void.
    • In no case does this warranty apply to electrical system components which have been dismounted or modified to change their functions without the prior consent of ORBEA.

    PROCESSING

    • To invoke the cover provided under this warranty, the user must proceed to the point of sale where he/she purchased the product, so that the distributor can process the claim. If it is not possible to visit that distributor or if visiting same would result overly burdensome for you, the user, you may go to another official ORBEA distributorto process the claim or contact ORBEA directly via theto receive instructions on how to process 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 distributor.
    • 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 with the same quality and features. ORBEA may replace personalized products in the MyO range by similar products in the color range if the original personalization cannot be reproduced.
    • The customer can file a claim on the online consumer dispute resolution platform. The list of dispute resolution bodies in EU countries is also available here.