Need a little help?
Whether you’re tracking your package, arranging a return, or paying for your new ride, our FAQ is here to help. Browse our topic sections to find answers in just one click. And if you still have a question, our team of enthusiasts is never far away!
Customer account
It’s easy! Click the “My Account” icon at the top right of our site, then click “No account? Create one”. Enter your information (email, last name, first name, date of birth—optional, but handy if you’d like a little birthday gift!) and choose a secure password. You’ll immediately receive a confirmation email to verify your registration.
First, make sure you’re using the email address you entered when you created your account. Also check that the “Caps Lock” key isn’t accidentally turned on.
If the problem persists: Try clearing your browser cache or using a different device. You can also contact us.
Don't worry! On the login page, click “Forgot password?”. Enter the email address associated with your account and we’ll instantly send you a link to reset your password. If you don’t receive it, check your “Junk” or “Spam” folder.
Once your order has shipped, your invoice is automatically generated. You can download it as a PDF by logging in to your customer account, going to “Order history and details”, then clicking the details for the relevant order.
- We’re sorry to see you go, but we respect your choice! You can:
Click the “Unsubscribe” link at the bottom of any email we send. - Manage your preferences directly in your customer account, under the “Information” tab, by checking or unchecking the “Receive our newsletter” box.
Under GDPR regulations, you have full rights over your personal data (access, changes, and deletion). To exercise these rights, we provide a dedicated tool:
- Go to your customer account, then click the “My personal data” tab.
- From there, you can request access to your data or request its permanent deletion yourself.
- If you need help, our team is happy to assist at pureinfo@purebike.fr.
Shipping & delivery
We offer several options to suit your needs:
- Home delivery: Via Colissimo, Chronopost, and Lettre Suivie (small parts only).
- Pickup point: Via Mondial Relay/InPost.
- Locker (automated parcel locker): Via Mondial Relay, Colissimo, and Chronopost.
- Bikes & oversized items: Specialized carrier Geodis.
- In-store pickup: Free at our store in Saint-Maixent-l'École.
For more specific delivery times based on the carrier and your location, visit our Shipping page.
Delivery time depends on the shipping service you choose at checkout and the product's availability (see: When will my order ship?)
For delivery by Lettre Suivie
Once your order has been prepared and handed over to the carrier, delivery takes between 48 hours and 10 business days. This is a very economical shipping option, but since it travels through La Poste's mail service, it isn't the fastest. If you need your order quickly, we recommend choosing Colissimo or Chronopost delivery. Once your order ships, you’ll receive a tracking link by email. Since this is a tracked letter, only the drop-off and delivery steps will be shown. No intermediate steps will appear in online tracking.
For delivery by Colissimo
Once your order has been prepared and handed over to the carrier, delivery takes between 48 and 72 hours. Please note that these are typical delivery times and may sometimes vary. Delays in delivery are not eligible for compensation. Once your order ships, you’ll receive a tracking link by email showing the various stages of its journey.
For delivery by Chronopost
Your order will be delivered the day after it ships. In the event of a delay, shipping costs paid at checkout will be refunded upon request by email. If you received free shipping, no compensation will be available. Once your order ships, you’ll receive a tracking link by email showing the various stages of its journey.
For delivery by Mondial Relay
Once your order has been prepared and handed over to the carrier, delivery takes between 4 and 5 days. Please note that these are typical delivery times and may sometimes vary. Delays in delivery are not eligible for compensation. Once your order ships, you’ll receive a tracking link by email showing the various stages of its journey.
For delivery of oversized items (bikes or other items)
PureBike selects the carrier when confirming your order, based on the package dimensions. We generally use Geodis, which typically schedules an appointment before delivery and delivers within 2 to 3 days in mainland France. Once your order ships, you’ll receive notifications from the carrier (email/text).
Note: Delivery times shown do not include Sundays or public holidays, or potential delays due to weather conditions, local government orders, or carrier issues. No compensation will be available for such delays.
Absolutely. When you place your order, you can enter separate billing and shipping addresses (handy if you want your package delivered to your office or are sending a gift).
This means your order has been confirmed and is being prepared by our logistics team.
Orders ship Monday through Friday in the mid-afternoon. For your order to ship on the day it is placed, it must be submitted before 3 p.m. and all items in the order must be marked “IN STOCK”.
If any items in your order are marked “SHIPS WITHIN 48–72 HOURS” or “SHIPS WITHIN xx DAYS”, your order will ship within the timeframe shown.
Example: Order No. 1 placed on a Tuesday before 3 p.m.
- A derailleur (IN STOCK)
- A derailleur order (IN STOCK)
The order ships the same day.
Example: Order No. 2 placed on a Tuesday before 3 p.m.
- A saddle (IN STOCK)
- A chain (SHIPS WITHIN 48 TO 72 HOURS)
The order will ship Thursday or Friday.
Example: Order No. 3 placed on a Thursday before 3 p.m.
- A pair of shorts (IN STOCK)
- A chain (SHIPS WITHIN 48 TO 72 HOURS)
The order will ship Monday or Tuesday.
As soon as your package leaves our warehouse, you’ll receive an email with a tracking number. You can also find the tracking link in your customer account, under “Order history and details”.
The tracking link usually becomes active within 12 to 24 hours after shipping, once the carrier scans the package at its facility. If nothing appears after 48 hours, contact us.
You can’t choose an exact delivery time when placing your order. However, with Chronopost or GLS, you’ll receive a notification that morning with an estimated delivery window (usually 2 hours).
- Check with your neighbors or building manager.
- Check whether a delivery notice was left in your mailbox.
- If you still can’t find your package, contact us within 48 hours so we can open an investigation with the carrier.
Important: Always check the condition of the box in front of the delivery driver. If the package is damaged or open, you must either refuse it or note specific details on the shipping receipt (e.g., “Box crushed, product visible”). The phrase “subject to unpacking” has no legal value.
The carrier will drop off your package at the nearest pickup point or attempt delivery again the next day. You’ll be notified by email or text.
Yes! In-store pickup in Saint-Maixent-l'École (79) is free. Select “In-store pickup” at checkout. You’ll receive an email as soon as your order is ready (usually within 2 to 4 hours).
Hours: Monday through Friday (9:30 a.m.–12:30 p.m. / 2:00–7:00 p.m.) and Saturday (9:30 a.m.–12:30 p.m.).
My order
To ensure the fastest possible shipping, our team processes orders very quickly.
- If your order isn't being prepared yet: We may be able to intercept it. Contact us immediately by phone at 09 72 29 11 33.
- If your order is already “Being prepared” (or has another status): Unfortunately, it can no longer be changed. You’ll need to place a new order for the additional item or return the unwanted product once it arrives.
If you change your mind, contact our customer service team by phone as soon as possible. If the package hasn't yet been handed over to the carrier, we’ll cancel your order and issue a full refund. If the package has already shipped, you’ll need to return it to us using our contact form.
We take great care when preparing orders, but mistakes can happen.
- Check the bottom of the package and the packaging materials carefully (small parts can sometimes get tucked inside).
- If an item is missing or incorrect, contact us within 48 hours at pureinfo@purebike.fr with a photo of your package and packing slip.
We don’t include invoices in packages (to reduce paper waste). They’re available as PDFs in your customer account, under “Order history and details”, as soon as your package ships.
If an item is out of stock or you’re looking for an alternative, check the “Related products” section at the bottom of each product page. You can also use our category filters (for example, choose another tire brand in the same size).
Payment
We accept credit and debit cards (Visa, MasterCard), PayPal, bank transfers, and installment payments with Alma: 3 or 4 interest-free payments, or 10 payments with financing (subject to eligibility).
Absolutely. All transactions are encrypted using SSL. We also use two-factor authentication (3D Secure): when you confirm your purchase, your bank sends you a code (by text or through your banking app) to verify that you’re the one making the purchase.
If you choose to pay by bank transfer, our banking details (IBAN and BIC) will appear on the order confirmation page and will be emailed to you.
Note: Your order will ship once we receive the funds (allow 24 to 48 hours, depending on the bank).
If your payment failed (disconnection, card limit reached, 3D Secure error), your order will remain pending. You can try paying again from your customer account or contact us to change your payment method (for example, to a bank transfer). If you were disconnected during the bank verification step, you will not be charged.
Alma lets you spread out your payments. It’s quick and easy:
- 3 or 4 payments by card: No documents required. Approval is immediate after you fill out a short form.
- 10 payments: For this longer-term financing, Alma will ask you to link your bank account through a secure interface (or provide supporting documents) to verify your creditworthiness.
- Fees: There are no fees when you choose to pay in 3 or 4 installments. PureBike covers these fees, not you. Financing in 10 installments is a standard loan with interest. Warning! Borrowing costs money and must be repaid. For a €300 purchase paid in 4 installments: €75 down payment, then 3 monthly payments of €75. €225 loan at a fixed 0% rate over 3 months. Credit cost: €0. Total amount due: €300. APR: 0%. The cost of credit is covered by the retailer. Subject to approval by Alma SAS (almapay.com), a financing company licensed by the ACPR (CIB code: 17408). Nanterre Trade and Companies Register No. 839100575. Contact: support@almapay.com.
No, you don't need to create an account in advance. Everything is handled when you pay on PureBike. You’ll then receive access to your own Alma portal to track your payments or update your card if it changes.
For questions about your monthly payments or changing your card, contact Alma support directly through their website at almpay.com. PureBike does not have access to your confidential banking information.
For questions about your monthly payments or changing your card, contact Alma support directly through their website at almpay.com. PureBike does not have access to your confidential banking information.
We share our offers through our newsletter and social media. If you have a code, click “Have a promo code?” and enter it in the field in your cart before checkout.
Check the terms of use: expiration date, minimum order amount, or excluded product categories (some brands or items already on sale may be excluded). If you see an error message for your store credit, contact us at pureinfo@purebike.fr.
Yes! Store credit and gift certificates issued on our site can be used both online and at our shop in Saint-Maixent-l'École.
As a general rule, promo codes can’t be combined on the same order. However, you can usually combine store credit (from a return) with a promo code.
When an order is canceled, the refund is issued immediately. Depending on your bank, it may take 2 to 5 business days to appear in your account. For cards with deferred billing, the refund will appear at the end of the month.
If you exceed your usual card limit, your bank may block the transaction for security reasons. We recommend contacting us and checking with your bank about making a bank transfer, which is the easiest and most secure option for large amounts.
If your card is new, make sure you’ve activated it by first making a withdrawal at an ATM or an in-person purchase using your PIN. Also check with your bank that your online purchase limit is high enough to cover your PureBike order.
For your security, PureBike does not store your payment details directly.
- If you use PayPal: Manage your payment details directly in your PayPal account.
- If you saved a card through our payment platform: You can manage your saved cards during checkout for your next order, or contact us to request that our banking provider delete the card token.
Returns and refunds
Once you’ve dropped off your package with the carrier, we recommend keeping your drop-off receipt with the tracking number in a safe place. When your return arrives at our Saint-Maixent-l'École warehouse, our team will receive and inspect it within 48 to 72 business hours. You’ll then receive an email from our customer service team confirming receipt and approval of your return.
Please note: Failure to follow the return instructions provided by email in advance (signs of assembly or wear, non-compliant and/or damaged packaging, etc.) may result in your return being denied or handled differently depending on the condition of the item.
If you change your mind and decide to keep your item, it’s simple: just don’t ship the package. Please email us at pureinfo@purebike.fr to let us know.
Your PureBike store credits are valid for 1 year (12 months) from the date they’re issued. You can use them across the entire website or directly in our store.
Yes! Unlike promo codes, store credits are considered a payment method. You can combine multiple store credits to pay for a single order. If your store credit balance exceeds your order total, the remaining balance will be available for a future purchase.
Don’t worry—this depends on the type of card you have:
- Debit card: The transaction appears within 2 to 5 days, depending on your bank.
- Credit card: The refund is credited to your account, but won’t appear until the end of the month when your transactions are summarized. Also check the date of your original order, as some banks show the refund on the purchase date rather than the date it was processed.
If you paid for your original order by bank transfer or with a payment method that doesn’t allow an automatic refund, our accounting team needs your IBAN and BIC to make a secure transfer to your account. This request will always come from pureinfo@purebike.fr.
Orders paid for with gift certificates or gift cards are not eligible for a monetary refund (bank transfer or credit card). If you return an item, we’ll issue a new store credit to your customer account, valid for 12 months.
Contact
You can contact us by:
- Phone: 09 72 29 11 33
- Email: pureinfo@purebike.fr
- Contact form: available here
Our team is available Monday through Friday from 9:30 a.m. to 12:30 p.m. and from 2 p.m. to 7 p.m., as well as Saturday from 9:30 a.m. to 12:30 p.m.
17 Avenue de blossac, 79400 Saint Maixent L'école