Need a Hand?
Whether you need to track your package, arrange a return, or set up your new bike, our FAQ is here to help. Browse our topic sections to find answers in just a click. And if you still have a question, our team of passionate cyclists is always close by!
Customer Account
It’s easy! Click the “My Account” icon in the top right of our website, then click “Don't have an account? Create one.” Enter your information (email, last name, first name, date of birth - optional, but nice if you'd like a little birthday gift -) and choose a secure password. You’ll receive a confirmation email right away to verify your registration.
First, check that you’re using the email address you entered when you created your account. Also make sure the “Caps Lock” key on your keyboard isn’t turned on by mistake.
If the problem persists: Try clearing your browser cache or using another 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 anything, check your "Junk" or "Spam" folder.
Once your order ships, 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 relevant order details.
- 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, modification, and deletion). To exercise these rights, we provide a dedicated tool:
- Go to your customer account, then open the "My personal data" tab.
- You can request access to your data or permanently delete it yourself.
- If you need help, our team is available at pureinfo@purebike.fr.
Shipping & Delivery
We offer several options to suit your needs:
- Home delivery: Via Colissimo, Chronopost, and Tracked Letter (small parts only).
- Pickup points: Via Mondial Relay/InPost.
- Lockers (automated parcel lockers): 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 estimated delivery times based on the carrier and your location, visit our Shipping page.
Delivery time depends on the shipping service you choose at checkout, as well as product availability (see the question: When will my order ship?)
Tracked Letter delivery
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 is handled by La Poste's mail service, it is not the fastest. If you need your order quickly, we recommend choosing Colissimo or Chronopost delivery. Once your order ships, you will receive an email with a tracking link. Since this is a tracked letter, only the acceptance and delivery events will appear. No intermediate tracking updates will be shown online.
Colissimo delivery
Once your order has been prepared and handed over to the carrier, delivery takes between 48 and 72 hours. Please note these are typical delivery times and may sometimes vary. Delays in delivery are not eligible for compensation. Once your order ships, you will receive an email with a tracking link showing the different stages of your order's journey.
Chronopost delivery
Your order will be delivered the day after it ships. If there is a delay, shipping costs paid with your order will be refunded upon request by email. If you received free shipping, no compensation will be available. Once your order ships, you will receive an email with a tracking link showing the different stages of your order's journey.
Mondial Relay delivery
Once your order has been prepared and handed over to the carrier, delivery takes between 4 and 5 days. Please note these are typical delivery times and may sometimes vary. Delays in delivery are not eligible for compensation. Once your order ships, you will receive an email with a tracking link showing the different stages of your order's journey.
Delivery of Oversized Items (bikes or other items)
PureBike selects the carrier when your order is confirmed based on the package dimensions. The carrier is usually Geodis, which generally schedules an appointment before delivery. Delivery typically takes 2 to 3 days within mainland France. Once your order ships, you will receive notifications from the carrier (email/text message).
Important: Stated delivery times do not include Sundays or public holidays, and do not account for possible delays due to weather conditions, 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'd like to receive your package at work or send a gift).
This means your order has been confirmed and is being prepared by our fulfillment team.
Orders ship Monday through Friday in the mid-afternoon. For your order to ship on the day it is confirmed, it must be placed before 3 PM and all items in the order must be marked "IN STOCK".
If any items in your order are marked "SHIPS IN 48-72H" or "SHIPS IN xx DAYS," your order will ship within the timeframe shown.
Example: Order #1 placed on a Tuesday before 3 PM
- A derailleur (IN STOCK)
- A derailleur order (IN STOCK)
The order ships the same day.
Example: Order #2 placed on a Tuesday before 3 PM
- A saddle (IN STOCK)
- A chain (SHIPS IN 48 TO 72H)
The order will ship Thursday or Friday.
Example: Order #3 placed on a Thursday before 3 PM
- A pair of shorts (IN STOCK)
- A chain (SHIPS IN 48 TO 72H)
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 link in your customer account, under “Order history and details.”
The tracking link usually becomes active 12 to 24 hours after shipping, once the carrier scans your 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 the morning of delivery with an estimated delivery window (often 2 hours).
- Check with your neighbors or building manager.
- Check whether a delivery notice was left in your mailbox.
- If you can't find it, 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, either refuse delivery or note specific details on the shipping receipt (e.g., "Crushed package, 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 will be notified by email or text message.
Yes! In-store pickup in Saint-Maixent-l'École (79) is free. Choose the "In-store pickup" option 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 AM-12:30 PM / 2:00 PM-7:00 PM) and Saturday (9:30 AM-12:30 PM).
My Order
To ensure the fastest possible shipping, our fulfillment team processes orders very quickly.
- If your order hasn't started processing yet: We can try to intercept it. Contact us immediately by phone at 09 72 29 11 33.
- If your order is already "Being processed" (or has another status): Unfortunately, it's no longer possible to change it. 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 been handed over to the carrier yet, 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 special care when preparing orders, but mistakes can happen.
- Check the bottom of the package and the protective packaging carefully (small parts can sometimes get tucked inside).
- If an item is missing or incorrect, contact us within 48 hours at puresav@purebike.fr with a photo of your package and packing slip.
Invoices aren't included 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 with the same dimensions).
Payment
We accept credit 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 the SSL protocol. We also use two-factor authentication (3D Secure): when you confirm your payment, your bank sends you a code (by text or through your banking app) to verify that you made the purchase.
If you choose to pay by bank transfer, our bank details (IBAN and BIC) will appear on the order confirmation page and be sent to you by email.
Note: Your order will ship once the funds have been received (allow 24–48 hours, depending on your bank).
If your payment failed (disconnection, spending 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 (to a bank transfer, for example). If you were disconnected during the banking step, you won't be charged.
Alma lets you spread out your payments. It's quick and easy:
- 3 or 4 payments by credit 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 for choosing 3 or 4 installments. PureBike covers these fees, not you. Financing over 10 installments is a standard loan with interest. Warning! A loan costs money and must be repaid. For a €300 purchase paid in 4 installments: €75 down payment, followed by 3 monthly payments of €75. Credit of €225 at a fixed rate of 0% 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, where you can 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 doesn't 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 doesn't have access to your confidential banking information.
We share our offers through our newsletter and on social media. If you have a code, click “Have a promo code?” and enter it in the field in your cart before checking out.
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 website can be used online or at our store in Saint-Maixent-l'École.
As a general rule, promo codes can't be combined on a single order. However, you can usually combine store credit (from a return) with a promo code.
When an order is canceled, the refund is initiated 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 spending limit, your bank may block the transaction for security reasons. We recommend contacting us and your bank to arrange a bank transfer, which is the easiest and safest option for large amounts.
If your card is new, make sure you've activated it by making a withdrawal at an ATM or an in-person payment using your PIN. Also check with your bank that your online spending limit is high enough to cover your PureBike order.
For your security, PureBike doesn't store your banking information directly.
- If you use PayPal: Manage your payment methods directly in your PayPal account.
- If you saved a card through our payment platform: You can manage your saved cards during checkout on your next order, or contact us to request that our payment provider delete the card token.
Returns & 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. Once your return arrives at our warehouse in Saint-Maixent-l'École, our team will receive and inspect it within 48–72 business hours. Our customer service team will then email you to confirm receipt and approval of your return.
Please note: Failure to follow the return instructions provided in advance by email (signs of installation 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've changed your mind and want to keep your item after all, it's easy: just don't ship the package. Please email us at puresav@purebike.fr to let us know.
Your PureBike store credit is valid for 1 year (12 months) from the date it was issued. You can use it anywhere on our website or directly in-store.
Yes! Unlike promo codes, store credits are considered a payment method. You can combine multiple 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; it depends on the type of card you have:
- Immediate debit: The transaction appears within 2 to 5 days, depending on your bank.
- Deferred debit: 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 the original order, as some banks show the refund on the purchase date rather than the current date.
If you paid for your original order by bank transfer or using a payment method that doesn't allow an automatic refund, our accounting team needs your IBAN and BIC to securely transfer the refund to your account. This request will always come from pureinfo@purebike.fr.
Orders paid for with gift cards or gift certificates can't be refunded in cash (by bank transfer or credit card). For returns, we'll issue 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 2 p.m. to 7 p.m., and Saturday from 9:30 a.m. to 12:30 p.m.
17 Avenue de blossac, 79400 Saint Maixent L'école