How can I place an order?

We make it easy for you. You can use the search engine on our homepage by entering the name of what you are looking for, or you can use our filters that you will find in the sidebar on the left-hand side of our website to adjust the search requirements as much as you need. You can also browse our categories menu.
When you find the item you are looking for, select the size, if applicable, click the Add to cart button and you will see the list of items you have added. You can make as many changes as you want, such as changing the quantity of an item or removing an item from the cart.
If you wish to continue shopping, click on the Continue Shopping button. If you already have everything in the cart and you want to make the order then click on the Finish order button.
If it is your first purchase, you will have to fill in the form with all your details so that we will be able to deliver your order correctly.
If you are already a client and you are registered with us, you only have to click on the Login button and enter your username and password.
Select the shipping method and then the payment method of your choice.
If everything is correct, you will see on the screen that the order has been placed and you will receive a confirmation email with all the details of your order.

Go back

Which countries do you ship to?

We currently deliver to the following countries: Andorra, Australia, Austria, Belgium, Bulgaria, Canada, Chile, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal (mainland), Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, United States. If your country is not on the list, it means that unfortunately we do not currently offer delivery. Please note that some of our brands are not approved for shipping to certain countries. There are also some restrictions on bulky, heavy products, electronics or those that are considered flammable material. In any case, we will inform you about this during the ordering process.

Go back

What payment methods can I use?

Our main payment methods are as follows:

Credit Card

Credit and debit cards (Mastercard, Visa and Visa Electron), through the Adyen payment gateway that guarantees the security of your payments.

PayPal

Use your PayPal account to make quick and secure payments, without sharing financial information with Deporvillage.

Bank transfer

Your order will be activated from the moment we receive the full amount, and it will be sent when we have all the products in full.

Go back

Do you do free shipping?

Shipping costs depend on the order’s country of destination. You will be able view the total amount to pay once you have selected the country we’re shipping to.

However, there are some products for which the shipping cost is always the same as shown in the table below:

Shipments are made through the transport company GLS and DHL. If the shipping information is not correct, you must inform us as soon as possible because a misinformed address will cause a delay in receiving the product.

The cost of bike assembly is €19.99 which is not included in the shipping costs.

Orders that are large in volume or of considerable weight will be delivered to the door of the building and your collaboration will be necessary to bring the product up to the floor of residence.

Go back

Can I receive an order in 48 hours?

Yes! For products marked as "48h delivery", you will have the option of next day delivery (working day) as long as the order is placed before 13.40h of the previous day..

Go back

Do I have to pay anything when I receive my order?

All costs will be indicated in your shopping cart before finalising the order and will also include any shipping costs.
IMPORTANT: For shipments to areas that have additional customs and tax charges, these must be paid at the destination by the order recipient.

Go back

How do I know what my size is?

We will guide you and help you choose your size at all times. The recommendations we offer are always based on real data from customers who have already bought each product and are satisfied with the size chosen.

To do this, in many of our products we have integrated an application that will allow you to compare with sizes of other brands, or simply introduce your measurements so that we can advise you of the size you should choose in each case. All you have to do is click on the "What is my size?" link above the size of each product.

For the products that we don’t yet have this application, you can click on "Size guide" and you will see all the necessary information to be able to choose your size. Note that, in some cases, we recommend you buy a size more or less than indicated in the size guides (depending on the case) taking into account the experience of both us and our customers.

Go back

Can I return a product?

Of course! You have 365 days to make a return from the time you receive your order.

You can choose between sending the package by your own means or having a carrier pick it up at the address you provide with an additional cost (only Europe).

If you decide to have your return picked up at the address of your choice, you will not have to print anything, just have the package ready for when they come to pick it up. This service has a cost depending on the pickup country (11,99€ in the UK). The process time for the return and refund is between 8 and 12 working days.

Below, we detail the steps to follow to carry out a return with each of the methods:

Home collection Returns

1

Login into your account and select the item(s) you wish to return

Login to Deporvillage using your user information and enter My Account > My Orders.

Select the order you wish to return.

State the reason for the return.
Select the item(s) you wish to return.
Confirm the return and we will send the information to your email.

2

Prepare the parcel

• Prepare the items to return, unused, with the original packaging and labels.
• Use the same packaging that the order was delivered to you in, or similar to ensure the package is protected and does not get damaged.

Packaging conditions

The item must be received in the same condition it was delivered to the customer and the original packaging and labels must be preserved. Under no circumstances will we accept a product that has been used by the customer or with the original packaging broken.

3

Return and refund management

• Once we have received your return, we will check everything is okay and proceed to processing your refund.
• The process may take up to 8 - 12 business days, from when it is sent until the refund is confirmed.
• We will make the refund using the same payment method used in the purchase. If the purchase was made by bank transfer, we will need you to provide us an account number in order to process the refund.

When will I receive my order?

To know the status of your order just enter My account > My orders > and click on the order number to see all the details and the estimated delivery date.

When your order leaves the warehouse, we will send you an email with the tracking link so that you can know where your order is at all times. If you prefer, you can also pick up your package at your local courier's office or change the delivery address.

You can find the delivery times for each product on our website by clicking above the sizes, on the right-hand side the estimated delivery time will appear. This can be seen below the price in products without size options.

For products marked as "48h delivery", you will have the option of next day delivery (working day) as long as the order is placed before 13.40h of the previous day.

When delivery times are 3 to 5 days, 1 week, etc., it means that the products are subject to the availability of our network of official suppliers and manufacturers, who periodically validate that they have these products in stock. In case of any eventuality, our customer service team will keep you punctually informed.

In case of bank transfer, the delivery time will be calculated from the validation of the payment.

IMPORTANT: Your order will be delivered when all items in the order are available.

Go back

Can I track my order at any time?

Yes! When your order leaves the warehouse, we will send you an email where we will include a link so that you can track the shipment and you can contact the courier if you need. You will also have the possibility to pick up your package at the courier's office in your area or change the delivery address.

Go back

How can I modify or cancel my order?

If you wish to change or add an item, modify the data or cancel your order, please contact us quickly and give us your order number so that we can make the changes as soon as possible. If it is outside customer service hours (from 9.00 to 18.00 GMT+1) you can send us an email by clicking here.

IMPORTANT: We can cancel or modify your order all the time that it still has not been prepared and before it leaves our warehouse. You can check the status of your order by going to My account > My orders and clicking on the order.

Go back

What if I am not in at the time of delivery?

If you are not at home at the time of delivery, the courier will leave you a note of warning so that you can contact the courier office and arrange a second delivery. It will normally be for the next day, although the time slot will be determined by the courier. You will also have the possibility to pick up the package directly at the courier's office in your area.

We inform you of the phone numbers of the couriers:

• GLS: https://www.deporvillage.net/gls-contact
• DHL: https://www.deporvillage.net/dhl-contact

Go back

How do I request an invoice?

To print your invoice, you must login to My Account > My Orders > and click on the Request Invoice section. In this section you can modify, validate and generate your billing data.

If you need help requesting an invoice, you can contact us by clicking here.

Go back

How can I return or exchange a product?

Easy! Click here to see the steps to follow.

Go back

Will there be handling fees if I return a product?

To carry out the return, you can use the courier company that best suits your needs.

IMPORTANT: We recommend you select a transport company which offers a tracking service.

Go back

Are there any items I can't return or exchange?

We do not accept returns or exchanges on the following products:

• Electronic products that have been switched on and/or activated
• Food and nutrition products
• Reusable face masks
• Climbing equipment, for safety reasons

Go back

What should I do if I receive a damaged product or package in poor condition?

When you accept the parcel, it is very important that the product and its packaging are in perfect condition. Otherwise, you should not accept delivery of this package unless you leave it notified at the time you receive it for later review. If you have any issue, you must let us know within 24 hours of receiving the order so that we can inform the courier company and claim the damages.

For the claim, we will need you to send us an email with a photo of the product and the outer label of the package to [email protected].

For our part, we will immediately replace the damaged goods if we have stock. Otherwise, you will get a voucher for the value of the order.

Go back

What should I do if the product I received is not the right one?

We do our best to ensure that you receive the products you have ordered correctly and that we don't let you down. However, if you receive an item that is not the one you purchased, please contact us and we will do our best to replace it and deliver the correct product.

Go back

How can I manage a warranty?

All items purchased through Deporvillage are covered by warranty, which covers manufacturing faults. If you think your product has a defect, follow the steps below:

Send us an email to [email protected] with the following information:

• Order number
• Short explanation of the problem
• Photo of the faulty item

We will contact the brand to manage the warranty and inform you about the situation as soon as possible. The waiting time will depend on the technical service of each manufacturer. The decision to change or repair the article will depend exclusively on the manufacturer.

If the manufacturer asks us for the product, we will send the label to your email address for the return to be free of charge, informing you of the drop of points closest to you, where you can take the parcel.

If the warranty is accepted, we will deliver the new or repaired product to you free of shipping costs. We reserve the right to reject a warranty request, if the returned item does not meet the conditions outlined in our returns policy upon arrival.

Deporvillage does not cover general wear of tyres, inner tubes, brake cables, brake pads, batteries, etc. Nor will we accept items that have got wet, smell badly or that cause physical discomfort.

Damages caused by external factors will not be considered: friction, sharp objects, chemical products, etc.

Wetsuits are considered to be very delicate products since their material is very soft and can tear easily. Rips and tears will not be covered by the manufacturer's guarantee. We advise you to try them on very carefully, always using gloves.

After the initial 15-day period, Deporvillage reserves the right to repair/replace any faulty component under guarantee.

Any product which is repaired or replaced under guarantee, will continue to be covered for the remaining period of time of the original product.

Go back