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 conditions allow you to return new articles only if not washed & not worn with original labels and bags. Customers have to inform us of the return online within 14 days after receipt and have 30 days maxi to return the articles.
Returns are on customer behalf
Returns are offered only for a credit request for the following countries :
Belgium,France,Germany,Spain,Italy,Luxemburg,Netherlands,Austria,Poland,Denmark,Czech Republic,Sweden,Slovenia,

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

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 particle(s) you want to return
- Select 1 following option : 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 pack : :
- 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
- Prepare a return label and stick it on the package.
- Click here find where you can drop your pack.
- Please return the pack by post to the following address : :

JCR EKOI
1090 Avenue des Lions
PARC D’ACTIVITÉ DU CAPITOU PRODUCTION
83600 Fréjus
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 14 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,
Customised items cannot be returned.
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.

Returns are on customer behalf
Returns are offered only for a credit request for the following countries :
Belgium,France,Germany,Spain,Italy,Luxemburg,Netherlands,Austria,Poland,Denmark,Czech Republic,Sweden,Slovenia,

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

For any order placed before 12 noon, UPS home delivery within 2 working days. 11.79£
UPS Pick-up point : £6.34 (For any order placed before 12.00, delivery in 1 to 2 days). Free delivery from £81.68 per order

France

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
Mondial relay
Delivery in a pick-up point of your choice in 4 days.
Free Delivery from 69,99 €
Retail price : 4,99 €
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Belgique

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
Mondial relay
Delivery in a pick-up point of your choice in 4 days.
Free Delivery from 69,99 €
Retail price : 4,99 €
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Allemagne

At home
DHL
24/48H
Free Delivery from 129,99 €
Retail price : 6,99 €
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Autriche

At home
DHL
24/48H
Free Delivery from 129,99 €
Retail price : 6,99 €
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Espagne

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Italie

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 79,99 €
Retail price : 7,99 €

Pays-Bas

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Luxembourg

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
Mondial relay
Delivery in a pick-up point of your choice in 4 days.
Free Delivery from 69,99 €
Retail price : 4,99 €
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Suisse

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Retail price : 14,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 6,99 €

Pologne

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 79,99 €
Retail price : 7,99 €

Danemark

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

République Tchèque & Slovaquie

Czech Republic / Slovakia

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 79,99 €
Retail price : 7,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 79,99 €
Retail price : 7,99 €

Croatie

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Retail price : 19,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €

Finlande

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 6,99 €

Royaume-Uni

United Kingdom / Ireland / Guernsey

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 2 working days.
Retail price : 12,99 €
In a pick-up point
UPS Express Saver ® Access Point
For any order placed before 12.00, delivery in 1 to 2 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Portugal

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €
In a pick-up point
UPS Standard ® Access Point
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 89,99 €
Retail price : 6,99 €

Europe

Greece / Romania / Andorra / Estonia / Iceland / Latvia / Liechtenstein / Lithuania / Macedonia / Hungary / Bulgaria

At home
UPS Express Saver ®
For any order place before 12.00, delivery in 1 to 2 days.
Retail price : 19,99 €

Europe 2

Cyprus / Malta / Ukraine / Bosnia and Herzegovina

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 2 working days.
Retail price : 39,99 €

Europe 3

Sweden / Norway / Slovenia

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 2 working days.
Retail price : 19,99 €

Dom-Tom / Zone1

Guadeloupe / Martinique / Reunion Island

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 3-5 working days.
Retail price : 39,99 €

Dom-Tom / Zone2

Mauritius / Djibouti / Mayotte / New Caledonia / Wallis and Futuna / French Guiana / French Polynesia / French Southern Territories

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 2-3 working days.
Retail price : 39,99 €

Japon

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 3-5 working days.
Retail price : 39,99 €

Etats-unis

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 2-3 working days.
Free Delivery from 149,99 €
Retail price : 14,99 €

Australie

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 3-6 working days.
Retail price : 39,99 €

Colombie

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 3-5 working days.
Retail price : 39,99 €

Monaco

At home
UPS Standard ®
For any order placed before 12.00, delivery in 1 to 3 days.
Free Delivery from 99,99 €
Retail price : 9,99 €

Canaries

At home
UPS Canaries
For any order placed before 12 noon, home delivery within 2-3 working days.
Free Delivery from 149,00 €
Retail price : 39,99 €

Amérique du Nord

Canada / American Samoa / Antigua and Barbuda / Bahamas / Barbados / Bermuda / Mexico / Virgin Islands (British) / Virgin Islands (U.S.)

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 2-3 working days.
Retail price : 39,99 €

Asie

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 3-5 working days.
Retail price : 39,99 €

Oceanie

At home
UPS Express Saver ®
For any order place before 12.00, delivery in 1 to 2 days.
Retail price : 39,99 €

Amérique du Sud

Bolivia / Argentina / Brazil / Chile / Ecuador / Guyana / Paraguay / Trinidad and Tobago / Uruguay / Venezuela

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 3-5 working days.
Retail price : 39,99 €

Amérique Centrale

At home
UPS Express Saver ®
For any order placed before 12 noon, home delivery within 3-5 working days.
Retail price : 39,99 €
Delivery Time

Same day processing and dispatch for all orders confirmed before 12.00 AM, except at week-ends and for customized items
Orders confirmed after 12.00 AM will be dispatched the following day, except on Fridays and the eve of a public holiday when the order will be dispatched the following working day

Delivery times may vary according to each country and each transporter. Please see below for delivery times for orders dispatched to your country.

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 orders 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

UK - Ireland / Guernsey :
- UPS Pick-up point : £6.34 (For any order placed before 12.00, delivery in 1 to 2 days). Free delivery from £81.68 per order
- UPS Express : Home delivery £11.79 (For any order placed before 12 noon, delivery within 2 working days.)
If delivery cannot be done at home or at the chosen pick up point, your package may be transferred to the nearest collection point. The carrier will inform you 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 to 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 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

Payments and Gateways
What are the available Payment Options :

Orders can be paid by secure payments, with no additional fees. :
- - Credit cards (Visa, MasterCard..)
- --PayPal

Vous aurez également la possibilité du paiement en plusieurs fois sans frais, pour les commandes par cartes bancaires uniquement :

- 2X sans frais à partir de 99,99 €

- 3X sans frais à partir de 149,99 €

- 4X sans frais à partir de 199,99 €

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.

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
United Kingdom
england@ekoi.com
en

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