Contact us if you have had any incidence

Phone or whatsapp +34 633 483 233

Email info@picsilsport.com

Although perhaps your question is already resolved here below

Help and Customer Service

Search our customer service list for answers:

 

DELIVERIES

WHY IS MY ORDER DELAYED?

We always strive to meet standard delivery times. However, sometimes there can be external causes beyond our control that cause a delay in delivery.

Here are some of the reasons why your order may be delayed:

  • Your order has been shipped in the sales season.
  • You placed the order on a public holiday in Navarra (Spain). Our main warehouse is located in Navarra and it is always the starting point of all our products.
  • Unexpected events have happened out of our control.

 

WHY CAN NOT YOU SEND MY ORDER?

There are a few reasons that may prevent us from submitting your order. You can contact with us to find a solution.

These are some of the reasons we can not send it, does it match your case?:

  • Some of the products you ordered are sold out.
  • You live in a remote area where we can not deliver the order.
  • You provided a PO box as the delivery address.
    Unfortunately, we can not send orders to a post office because a person must sign the receipt of the order.
  • There may have been a problem with the payment.

 

WHAT DO I HAVE TO DO IF I RECEIVED AN INCORRECT PRODUCT?

If you placed your order in our online store and you have received a different product or it is not what you expected, contact us as soon as possible to make the return by clicking here.

WHAT SHOULD I DO IF I HAVE NOT RECEIVED MY ORDER?

If you haven´t yet received your order after the standard delivery time, contact us to detect the problem and solve it as soon as possible.

HOW SOON WILL I GET MY ORDER?

The delivery times of the orders depend on the type of products that they include, your delivery address and the type of delivery you have chosen. In sales time and other promotions, the delivery may be longer than expected.

Delivery type Standard delivery
Zona 1
Portugal
Tiempo de entrega estimado: 24h**
Zona 2
Belgium, Monaco, Italy, France
Tiempo de entrega estimado: 24/48h**
Zona 3
Netherlands, Luxembourg, Germany, United Kingdom (UK)
Tiempo de entrega estimado: 24/48h**
Zona 4
Denmark, Austria, Sweden, Ireland, Greece, Finland
Tiempo de entrega estimado: 24/48h**
Zona 5
Slovenia, Slovakia, Romania, Poland, Malta, Lithuania, Latvia, Hungary, Estonia, Czech Republic, Cyprus, Croatia, Bulgaria
Tiempo de entrega estimado: 24/48h**
Zona 6
Switzerland, San Marino, Norway, Liechtenstein, Jersey, Gibraltar, Morocco
Tiempo de entrega estimado: 24/48h**
Zona 7
Serbia, Russia, Montenegro, Iceland, United Arab Emirates, Saudi Arabia, Israel, Turkey
Tiempo de entrega estimado: 48/72h**
Zona 8
United States (US), Canada
Tiempo de entrega estimado: 48/72h**
Zona 9
Venezuela, Uruguay, Peru, Paraguay, Guyana, Ecuador, Colombia, Chile, Brazil, Bolivia…
Tiempo de entrega estimado: 3-5 days**

*All shipments made after 4:00 pm will be sent the next day.
**Orders placed on Fridays from 1:00 pm will be sent on Monday.

 

Rules and restrictions on our shipments

  • Orders are only shipped on working days. Working days are from Monday to Friday, excluding national holidays in Spain.
  • All deliveries require the signature of the corresponding acknowledgment of receipt.
  • We do not ship to PO Boxes.
  • Due to logistical difficulties in shipping to certain remote areas, we reserve the right to cancel your order and to apply additional terms and conditions to it (for example, requiring the order to reach a minimum amount). If it happens, or if we detect any difficulties in processing your order, we will send you the corresponding notification.

 

HOW MUCH DO THE SHIPPING COSTS ASCEND?

You can check the shipping price when placing your order.

 

RETURNS AND REFUNDS

HOW LONG DOES THE RETURN ARRIVE?

As soon as the package arrives at our warehouse, you will receive a confirmation email to know we already have it.

 

WHEN WILL I RECEIVE REFUND?

Products purchased at the online store
You will receive the refund within 14 calendar days once we have received the order returned at our facilities. Once you have delivered the parcel to the courier service, it will take between 1 – 3 working days to arrive at our facilities. When we receive the returned products, we will notify you by email. Our quality department will review the status of the articles and if they are in good condition we will authorize the refund within 1 – 2 days. Once authorized the refund, your bank will must process it. The time required to complete this step depends on the bank and the method of payment. You will receive the refund in the same form of payment that you chose when you placed the order.

 

WHAT ARE THE REQUIREMENTS FOR RETURNING ONE OR SEVERAL PRODUCTS?

That depends on where you purchased that product and the type of product it is. Items purchased in the online store can not be returned or exchanged at a dealer. You must return them following the instructions in the returns section of the online store.

Products purchased at the online store
You can return your order within 15 days of delivery. If the articles of the same order have been delivered in several packages, the term of 15 days begins counting from the delivery of the last of the packages.

Right to reinstatement
You have the right to be paid the amount of an order made through the online store within 14 calendar days without justification. Read the Legal Terms section if you want more information about your right to reinstatement.

Products Purchased from a dealer store
The return conditions for products purchased at a dealer store are detailed on the purchase receipt. You only need to carry the ticket and make the return within the allowed period.

Products Purchased from an Authorized Dealer
If you have purchased our products in an authorized retail store, you should contact the store directly, as they will have their own return policy.

Return Conditions

•       The product must be brand new and not used.

•       The product must be in perfect condition and returned in its original packaging.

•       Clothing items must carry all of their original labels.

•       Accessories must include all parts contained in the original packaging.

 

HOW MUCH DOES IT COST TO RETURN A PRODUCT?

If you want to change a product because there has been a problem with size, color or anything else you will have to pay for shipping. We will send you the product you want for free. If you want to return a product you will have to pay the shipping to the transport company.

 

HOW LONG DO I HAVE TO RETURN AN ORDER?

Returns are free and can be made for a period of 15 days from the date of reception of the order provided they conform to our return policy. First of all, contact us.

 

ORDERS AND PAYMENT

HOW DO I KNOW THAT MY ORDER HAS BEEN PROCESSED?

When we have processed your order we will send you an email confirming of the order. This message confirms that the order was successful.

You can check the status of an order from the Order Status page. In this way you will be always able to know in what stage your order is.

 

WHY HAS MY ONLINE ORDER BEEN CANCELED?

Sometimes we are forced to cancel an order. It can be due to several reasons:

  • Problems with the pay. Your payment may not have arrived, or we have not been able to verify payment information.
  • Problems with the shipping address. You may have entered an incorrect or incomplete delivery address and our system could not process it.

In any case, we will not charge you any extra for the canceled products. If your order (or a part of it) has been canceled, we will refund the products that have been canceled.

 

CAN YOU CANCEL ONLINE ORDERS?

If you need to cancel an order, contact us as soon as possible. If it has not been sent yet when you contact us we can cancel it manually.

 

CAN YOU RESERVE PRODUCTS?

Only new products that are eligible for the “pre-sale” option may be reserved. In the case of products without stock you will be able to join the “waiting list” leaving your email and we will notify you as soon as we have the product for sale again.

 

WHAT METHODS OF PAYMENT DO WE ACCEPT?

We accept the following methods of payment:

– MasterCard
– Visa
– PayPal
– Wire transfer

Payment by credit card: Once you have validated all the information about your purchase (articles, shipping modes, delivery and billing address) a new page will appear to choose which payment mode you want to use and enter your data. No payments can be made with cards issued outside the Spanish territory.

PicSil reserves the right to refuse any operation carried out with a credit card. In this case we will proceed to reintegrate the cash into the original card. In these cases and if the customer is interested in continue with the purchase of the items, we will request a bank transfer.

PayPal: You can make the payment of your purchase through PayPal. By choosing PayPal as a payment method, the billing address listed above will be ignored, and the address registered in your PayPal account for billing issues will be taken into account.

Wire transfer: You can make the payment of your purchase by bank transfer selected this payment method. When your order is processed with payment via wire transfer you will see the account number to make the payment.

Beneficiary: PicSil

When making the transfer, indicate the field concept: Order number – Name and Surnames of the person registered on the site and who makes the purchase.
Once the order has been placed, you have a maximum period of 4 days from the date of confirmation to order the bank transfer. After this period, if the payment has not been made we will cancel the purchase.

The purchase is not considered finished until the transference is verified.

CAN I PUT A DIFFERENT DELIVERY AND BILLING ADDRESS?

You have two options:
1. . Make your purchase, and once you have chosen the shipment, check the box “Send to a different address?” And complete the necessary data.
2. From “My account” in the “Addresses” section, you can edit the delivery and billing addresses.

 

SIZE GUIDE

TABLE OF SIZES?

Grips   Shorts
guía de tallas calleras guía de tallas pantalonetas

 

 

ACCOUNTS AND SUBSCRIPTIONS

HOW CAN I STOP RECEIVING SUBSCRIPTIONS AND OTHER PROMOTIONS?

By e-mail.Click the “Unsubscribe” link that you will find at the end of our newsletter or promotional emails that you want to stop receiving.

You will automatically stop subscribing to our promotional subscriptions or emails. We will need a maximum of one week to effect your request, so it is possible that during the next week your withdrawal request you will still receive subscriptions or promotional emails from PicSil.

 

HOW CAN I CHANGE MY PASSWORD ACCOUNT?

This is very easy. Start by entering the Login page. Click “Have you forgotten your password?”, Enter the email address you usually use to log in to your account and click “Send”. You will receive an email soon. Follow the instructions we indicate to change your password and congratulations! You already have a new password. Finally you will receive an email asking you to confirm the password change you just made.

 

PROMOTIONS AND DISCOUNT CODES

WHAT HAPPENS WITH MY DISCOUNT COUPON IF I RETURN AN ORDER OR MY ORDER (OR PART OF IT) IS CANCELED?

If you return an order (or part of it) purchased with a coupon consisting of a discount percentage, you will be refunded what you paid for each returned product.

If during the process your discount code fails because of problems on the web, please contact us so we can apply it manually or if it was necessary activate a new discount code.

 

WHAT SHOULD I DO IF MY PROMOTIONAL CODE DOESN´T WORK?

If during the process your promotional code fails, get in touch with us to apply it manually or if it was necessary activate a new code.

 

PRODUCTS

ARE ALL PRODUCTS OF THE STORE ALSO AVAILABLE IN OUR DEALERS?

Good news. You can go to your dealer and buy all the products that are in our online store.

 

WHERE CAN I SUBMIT A COMPLAINT OR CONGRATULATE FOR SOMETHING?

We value congratulations and complaints in the same way and therefore we encourage you to contact us to tell us what you especially liked about our services or our products, or what has been bothering you and is a reason for your complaint.

 

WHAT DO I HAVE TO DO IF THE SIZE OR PRODUCT I SEEK IS SOLD OUT?

Due to the great success of some of our articles sometimes become exhausted quickly but do not despair it is only a matter of time that they become available again. You can sign up for the waiting list and we will notify you by email when they are back in stock.

 

COMPANY INFORMATION

HOW CAN I MAKE ME A PICSIL DEALER?

If you like our products and you are interested in being one of our dealers visit our page and complete the form. We will contact you as soon as possible.

 

HOW CAN I FIND A PICSIL DEALER IN MY AREA?

You can buy in our online store and we will send it to the address that you choose.