Preferences
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Help and contact

You need some help ? The Frequent Questions (FAQ) section is the speedest way to get usefull information. You can follow your pack, get info on deliveries, payment, how to return articles… You will also find answers on several points.

your question concerns :
Product return
Delivery
Ekoi products
Orders and payments
The Ekoï Brand
Warranty
Product return
How much is a return ?

Our return policy allows you to return your products in new condition (unworn, unwashed), with tags attached and in their original packaging within 30 days.
For a Credit or Exchange request, the return costs are totally free*.For a Refund request, the cost of a return request is 5.00 EUR** which will be deducted from your refund.*Valid in Austria, Belgium, Canada, Czech Republic, Denmark, France, Germany, Italy, Japan, Luxembourg, Netherlands, Poland, Spain, United Kingdom, United States.**Valid in Belgium, France, Italy, Luxembourg, Netherlands, Spain. 10.00 EUR in Austria, Czech Republic, Denmark, Germany, Poland, United Kingdom.

I want to return 1 or more articles …. How can I do this ?

Make your request :
If you comply with the return conditions, just go to your customer account and then click on My return
- Select the order concerned by the return*
- Tick the quantity of the article(s) you want to return
- Select 1 following option : change, credit note, or refund
- Once the return request has been completed you can prepare your pack and send it.

*If the order is no longer available, you do not respect the return conditions (return within 30 days)*

Prepare your parcel :
- Add a copy of you invoice in the pack or write your details
- Return the product(s) with the labels attached and in their original packaging
- Helmets and glasses MUST be returned in a rigid, reinforced cardboard box. Any return in soft packaging will result in the immediate return of the product without exchange or refund. In the event of failure to comply with this instruction, Ekoï declines all responsibility for the condition of the product.
- If you want to return a product on your own within the UK, you can send it to the following address: Brian Smith / Ekoï UK, c/o 86 Elm Grove, Orpington BR6 0AD, UK. If your are based in Europe, you can send it to the following address :

EKOI
146 chemin du drap
83480 PUGET-SUR ARGENS
France

When will my return be dealt with ?

On receipt at our warehouse the pack will be dealt with within 5 working days maxi and the refund or credit made at the same time.
In case of refund, the amount will be sent back by reverse transaction.
In case of instalments, the amount will be deducted from the last payment

What are your return conditions?

Our return conditions allow return of your new products (not worn during training or washed), with the original labels and bags. Customers have to inform us of the return online within 30 days after receipt of the order and have 30 days maxi to return the articles.

Items tried to check the size are not considered like worn. We reserve the right to refuse a return if it is damaged or for hygienic reasons.

In case of refund, the gifts offered with the products must also be returned (mentioned on the invoices,
All customised items cannot be returned. (glasses, prescription glasses, helmets...)
The bags containing the product (s) to be returned must not be stapled (risk of damage of the product
For the return of shoes, the soles must not be marked, either by placing cleats, or by walking on an abrasive surface.

I ‘ve sent my pack back, have you already received it ?

First of all check with your tracking n° if the pack has been delivered to our warehouse or not.
If so, it will be dealt with within 5 working days maximum.

delivery
Shipping Costs

France

At home
Colissimo
48/72h
Free from $152.20 spend
Retail price : $7.60
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $9.77
In a pick-up point
Shop2shop
48h/72h
Free from $108.71 spend
Retail price : $4.34
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $130.46 spend
Retail price : $5.43
Mondial relay
Delivery will be made within 3 working days to the parcel store nearest to your residence.
Free from $163.08 spend
Retail price : $5.43

Belgium

At home
DPD
Delivery will be made to your home within 3 to 5 working days.
Free from $152.20 spend
Retail price : $9.77
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $13.04
In a pick-up point
2Shop EUR
72h
Free from $119.59 spend
Retail price : $5.43
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $141.33 spend
Retail price : $8.69

Germany

At home
DPD
Delivery will be made to your home within 3 to 5 working days.
Free from $130.46 spend
Retail price : $7.60
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $13.04
DHL ECX
Delivery on request within 1 to 3 working days to your home, workplace or DHL parcel store.
Retail price : $21.73
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $141.33 spend
Retail price : $8.69
Chronopost - Livraison express en point relais
Delivery will be made the next day before 1 pm to the parcel store nearest to your residence.
Free from $152.20 spend
Retail price : $9.77

Austria

At home
DPD
Delivery will be made to your home within 3 to 5 working days.
Free from $141.33 spend
Retail price : $8.69
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $13.04
DHL ECX
Delivery on request within 1 to 3 working days to your home, workplace or DHL parcel store.
Retail price : $21.73
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $130.46 spend
Retail price : $8.69
Chronopost - Livraison express en point relais
Delivery will be made the next day before 1 pm to the parcel store nearest to your residence.
Free from $152.20 spend
Retail price : $9.77

Spain

At home
DPD
Delivery will be made to your home within 3 to 5 working days.
Free from $141.33 spend
Retail price : $9.77
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $13.04
DHL ECX
Delivery on request within 1 to 3 working days to your home, workplace or DHL parcel store.
Retail price : $21.73
In a pick-up point
2Shop EUR
72h
Free from $108.71 spend
Retail price : $5.43
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $119.59 spend
Retail price : $8.69

Italy

At home
Chronopost Classic Zone 1
Average delay of delivery except weekend : 3 days (except on custom products)
Free from $141.33 spend
Retail price : $10.86
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $13.04
DHL ECX
Delivery on request within 1 to 3 working days to your home, workplace or DHL parcel store.
Retail price : $21.73
In a pick-up point
2Shop EUR
72h
Free from $108.71 spend
Retail price : $7.60
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $130.46 spend
Retail price : $8.69

Netherlands

At home
DPD
Delivery will be made to your home within 3 to 5 working days.
Free from $152.20 spend
Retail price : $9.77
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $13.04
In a pick-up point
2Shop EUR
72h
Free from $119.59 spend
Retail price : $5.43
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $141.33 spend
Retail price : $8.69

Luxembourg

At home
DPD
Delivery will be made to your home within 3 to 5 working days.
Free from $152.20 spend
Retail price : $9.77
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $13.04
In a pick-up point
2Shop EUR
72h
Free from $119.59 spend
Retail price : $5.43
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $141.33 spend
Retail price : $8.69

Switzerland

At home
UPS Standard ®
Delivery will be made to your home within 2 working days.
Retail price : $27.17
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $130.46 spend
Retail price : $21.73

Poland

At home
DPD
Delivery will be made to your home within 3 to 5 working days.
Free from $119.59 spend
Retail price : $7.60
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $14.12
DHL ECX
Delivery on request within 1 to 3 working days to your home, workplace or DHL parcel store.
Retail price : $21.73
In a pick-up point
2Shop EUR
72h
Free from $130.46 spend
Retail price : $8.69
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $152.20 spend
Retail price : $10.86

Denmark

At home
Chronopost Classic Zone 1
Average delay of delivery except weekend : 3 days (except on custom products)
Free from $141.33 spend
Retail price : $9.77
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $14.12
DHL ECX
Delivery on request within 1 to 3 working days to your home, workplace or DHL parcel store.
Retail price : $27.17
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $130.46 spend
Retail price : $9.77

Czech Republic / Slovakia

Czech Republic / Slovakia

At home
DPD
Delivery will be made to your home within 3 to 5 working days.
Free from $108.71 spend
Retail price : $7.60
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $14.12
DHL ECX
Delivery on request within 1 to 3 working days to your home, workplace or DHL parcel store.
Retail price : $21.73
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $141.33 spend
Retail price : $10.86

Croatia

At home
UPS Standard ®
Delivery will be made to your home within 2 working days.
Retail price : $21.73
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $141.33 spend
Retail price : $16.30

Finland

At home
UPS Standard ®
Delivery will be made to your home within 2 working days.
Retail price : $21.73
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $152.20 spend
Retail price : $16.30

Sweden

At home
Chronopost Classic Zone 1
Average delay of delivery except weekend : 3 days (except on custom products)
Free from $173.95 spend
Retail price : $11.95
UPS Standard ®
Delivery will be made to your home within 2 working days.
Retail price : $14.12
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $141.33 spend
Retail price : $10.86
Chronopost - Livraison express en point relais
Delivery will be made the next day before 1 pm to the parcel store nearest to your residence.
Free from $141.33 spend
Retail price : $10.86

United Kingdom

United Kingdom / Ireland

At home
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $163.08 spend
Retail price : $27.17
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $152.20 spend
Retail price : $21.73
All orders above £135 (excluding shipping fees and VAT) placed on Ekoï (France) and delivered to Great Britain will be subject to import taxes. VAT will not be charged at the point of sale. The total order amount to pay will NOT include VAT. VAT and custom duties will be charged by Border Customs and should be paid by the customer before the delivery
If the customer refuses to pay and/or ask for return of the pack, Ekoi will deduct those fees from the order refund.
For more precisions, please check on the UK Government site or with your local customs office.

Portugal

At home
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $21.73
In a pick-up point
UPS Standard ® Access Point
Delivery will be made within 1 to 3 working days to the parcel store nearest to your residence.
Free from $130.46 spend
Retail price : $16.30

Europe

Greece / Romania / Latvia / Lithuania / Hungary / Slovenia / Bulgaria

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $32.61

Monaco

At home
UPS Standard ®
Delivery will be made to your home within 2 working days.
Free from $173.95 spend
Retail price : $13.04

Norway

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $54.35

Dom-Tom / Zone2

Mayotte / New Caledonia / French Guiana

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $54.35

Dom-Tom / Zone1

Guadeloupe / Martinique / Reunion Island

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $54.35

USA

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Free from $141.33 spend
Retail price : $32.61
DHL  WPX
Delivery on request within 2 to 4 working days to your home, workplace or DHL parcel store.
Free from $163.08 spend
Retail price : $32.61
In a pick-up point
UPS Express Saver ® Access Point
Delivery within 2 to 4 working days to a parcel store.
Free from $108.71 spend
Retail price : $27.17

Canada

At home
DHL  WPX
Delivery on request within 2 to 4 working days to your home, workplace or DHL parcel store.
Free from $163.08 spend
Retail price : $38.04
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Free from $173.95 spend
Retail price : $43.48

Australia

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Free from $163.08 spend
Retail price : $54.35
DHL  WPX
Delivery on request within 2 to 4 working days to your home, workplace or DHL parcel store.
Free from $163.08 spend
Retail price : $54.35

New Zealand

At home
DHL  WPX
Delivery on request within 2 to 4 working days to your home, workplace or DHL parcel store.
Free from $163.08 spend
Retail price : $54.35

UAE (Emirates)

At home
DHL  WPX
Delivery on request within 2 to 4 working days to your home, workplace or DHL parcel store.
Retail price : $32.61

Japan

At home
DHL  WPX
Delivery on request within 2 to 4 working days to your home, workplace or DHL parcel store.
Retail price : $32.61
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $54.35

Asia

Singapore / South Korea / Israel / Indonesia / Malaysia / Vietnam

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $54.35

Central America

Puerto Rico / Saint Barthelemy

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $54.35

North America

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $54.35

South America

Argentina / Chile

At home
UPS Express Saver ®
Delivery within 2 to 4 working days, at your home, workplace or UPS package store.
Retail price : $54.35
Delivery Time

Orders placed before 12pm are generally processed the same day or the day after (excluding weekends and public holidays).
As customized products request extra preparation, the processing time for customized sunglasses can take up to 4 working days, and customized helmets up to 7 working days.

As soon as your order leaves our warehouse, the delivery time generally observed is 2 to 5 working for delivery to a relay point, excluding Sundays and public holidays, and 2 to 5 working days for home delivery, excluding weekends and public holidays.

How can I track my pack ?

As soon as your order leaves our warehouse, we will send you a shipping confirmation email with a link allowing you to track your package.
If you don't see this email, check in your spam

If you have your order tracking number, you can go to the carrier s site to track the package in real time : UPS :
UPS

You can also follow the pack from your order history  Your order history.
Click on your last order number
In the part: follow your order step by step, click on the link allowing you to track the order on the carrier s website.

If your pack is signed delivered but you did not receive it : :
- Check in your letter box. The carrier may have left a delivery notice
- If delivery cannot be done at home or in the collection point selected, the pack may be left at the nearest collection point

Delivery Options

You can be delivered at home, at work or at a collection/pick up point.

For more details on the delivery methods available, please check in the Shipping Costs section.

If delivery cannot take place your home, at your workplace or in a chosen point relay, your package will be transferred to the nearest relay point The carrier will inform directly.

Find a UPS collection point

In addition to home delivery, EKOI offers delivery to a pick-up point
Find the nearest UPS pick-up point : :
- UPS

Useful Tip : :
The order can be picked up by someone else.
In that case the person must have his/her ID, passport or driving license as well as that of the package recipient

The pick up point generally keeps the pack for 10 working days

How to pick up my pack ?

The order can be picked up by another person
In that case the person must have his/her ID, passport or driving license as well as that of the package recipient

I am not at home for delivery

If you chose UPS delivery at home, and not available the carrier will leave a delivery notice in your letter box to decide a further delivery date
Eventually your pack can be left at the nearest collection point

If you choose a collection point delivery, your pack will be kept for 10 working days after delivery

Can I change my delivery address ?

Once confirmed and paid the order is blocked. Delivery address cannot be changed.
However contact us asap so that we can see how we can help you

No address change can be done once the order has left our warehouse. You can place another order with the right address and contact us so that we have the previous one returned and refunded

Ekoi products
How can I choose my articles ?

The search engine, categories and filters, help you to find easily the product you need.

For each product, you will find a file with rich content developed by our technical experts : :
Photos, detailed descriptions, More about products, use, features, material…

Photos, detailed descriptions (more about products use, features, composition etc…) The reviews left by other cyclists who share the same passion are also there to help you : :
This allows you to get a real idea of the article before your purchase.

How can I choose my size ?

A size guide is on each product description : :
There is no universal size guide, each model having a specific cut, different materials and fabrics.

: There is no universal size guide, Each model has its own cut, different materials or fabrics. When shopping always check out the size chart of each article

All the articles on the site are available ?

Yes, all the articles displayed on Ekoi Site are available : :
.

For pre-order articles, the expected shipping date will be clearly indicated.

Why the articles in my cart are no more available ?

Adding a product in stock to your basket does not reserve it for you.

The available stock is allocated only when your order is confirmed

The articles put in your basket show the current price. Please note that if the order is not confirmed rapidly this price may be different from previously.

Are there articles not shown on the site, available?

No, all our articles are displayed on the site

Can I reserve a product ?

No, the available stock is reserved only when your order is confirmed and when you have received an email confirmation for this order.

That is why, it is better to confirm your order as soon as possible.

Can I have an email alert when my article is back in stock?

Yes, you just have to click on ‘request email alert’ for availability of the article directly of the article description sheet.

How can I take care of my EKOI articles ?

For each product you will find rich content developed by our technical experts, including maintenance tips in the washing section

Payment
What are the available Payment Options :

Ekoï offers you different payment methods. All of these payment methods are secure and free of charge :
- Credit cards (Visa, MasterCard..)
- PayPal

How can I use my credit note :

A credit note is generally done on your Ekoi account further to an order return. It is valid 1 year from its creation
You can see it under your basket once connected.

If the credit is higher that the order, the remaining difference will be credited again on your Ekoi account for a future order.

If the credit is lower than the order amount (shipping costs incl.) you can complete the difference by credit card or Paypal.

My payment was denied :

If your payment is refused, it is not from the site but from your bank.
In that case, please contact your bank to check and possibly unblock the restrictions.

Payment are verified with 3DS systems, (Visa Cards and Mastercards) So cards not equipped with that systems can be denied. In case of doubt check with your bank.

Is my Payment Secure ?

All transactions are 100% secure. You can order in confidence.

EKOI BRAND
Who are we ?

Created by Jean-Christophe Rattel in 2001, the EKOI brand quickly established itself as a major player in the European market for cycling equipment.
Involved in the world of cycling from the very early days of his career, J-C Rattel has a real passion for stylish gears and pros cycling world
From the sponsorship, and partnerships of some of the best teams

Pioneer of direct to end user marketing using the internet, Ekoi has effectively cut out the intermediaries and has therefore been able to offer products to its customers at unbeatable value for money, generally 30% to 40% cheaper than the competition. A logical and vital element of the EKOI strategy is to make cycling equipment more readily accessible to the largest market possible, or in any case to make it less expensive for all cyclists.

Where are we ?

Our headoffice and warehouse are based in France, at Fréjus in the Esterel

Is there a shop ?

Ekoi welcome you in one of our 3 shops * :
Ekoï Concept Store Fréjus
Ekoï Ventoux
Ekoï Italy
For more details see on  Showroom

Are taxes included in the price ?

Orders are shipped from France : In EU VAT is included and orders are not submitted to importation or customs duty fees.
For other countries (including French overseas countries) invoices are tax free so can be submitted to customs duties or importation fees.

Ekoi products

Our products are designed in France with EKOI pro athletes and champions partners cooperation.
Our products are mainly made in France by experts.

Contacts Presse

Contact presse : [email protected]

Warranty
Is there a warranty ?

At Ekoï, we guarantee quality products. All products (helmets, clothing, glasses, shoes, accessories) have a legal warranty period of 2 years (24 months).
The warranty applies when a product is found to be defective due to a manufacturing defect.

I have a request for warranty ?

Contact us, explain the problem you have and the circumstances in which it occurred. Remember to provide photos
Our team will get back to you as soon as possible to best answer your request.

You did not find the answer to your question
You can contact us :
Add file (Max. 2mo)

*Required field


Mail
Hong Kong
[email protected]
Phone
Hong Kong
Monday to Friday, 10am to 6:30pm. +852 56423968
en

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