Frequently asked questions
PREPARATION AND DELIVERY
When will my order be dispatched?Our products are handmade in our workshop in Barcelona and it generally takes us 5 - 8 business days from the time of purchase to have them ready for dispatch.
How can I know the status of my order?As soon as your order is dispatched we’ll send you a notification including the tracking information for your package.
What are the estimated delivery times?Please find below the estimated delivery times per region. Please bear in mind that these times may change, as they depend on many factors that we cannot control, such as the shipping companies and customs (if applicable).
Spain: 2-3 business days
EU: 4-5 business days
US & Canada: 4-6 business days
Japan: 6-8 business days
Australia, New Zealand and Oceania: 6-8 business days
Latin America and the Caribbean: 6-8 business days
RETURNS, REFUNDS & CANCELLATIONS
Can I exchange or return my product, once received?We gladly accept returns and exchanges. Please contact us within 14 days of delivery to arrange this. Please note that all products should be returned within 21 days of delivery.
What are the conditions to get a refund for my purchase?Please contact us within 14 days of delivery to let us know you wish to return your product, and please mail it back to us within 21 days of delivery. Once we receive the product, we’ll process the refund for the full amount paid.
Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Can I cancel my order after placing a payment?
We accept cancellations, especially if there’s a valid reason. Please let us know if you have any problems with your order and we’ll get back to you with a resolution asap.
Can I install a Viroki bike rack on drywall?Our bike racks are not suitable for weak and thin walls, such as plasterboard, drywall and gypsum walls.
Where do you recommend installing the bike rack?
Strong and stable walls of bricks, concrete, or similar are the optimal alternatives.
Are the installation elements included in the package?
All the necessary materials are included in the kit, together with the installation manual.