Post purchase information

Where is my order

If you have not yet received your order confirmation by email, this means we are still processing your order: for your security, in some cases order processing can take up to two working days to verify they are not fraudulent orders.

If you have yet received your order confirmation, this means we are preparing your order! As soon as it is despatched, you will receive a shipping confirmation email containing a link which allows you to track the delivery.

If you have not yet received shipping confirmation by email, this means the order has not yet been despatched. Please remember that orders containing articles marked with a yellow label will be shipped after about 6 working days, as the article was stocked in our secondary warehouse at the time the order was placed. Delivery is in any case guaranteed!

If you don't remember seeing the label, you should check the order confirmation email you received.

If you think the shipping is delayed despite the above indicated timing, please contact us sending an email to customerservice@wheelup.it

For further information on order processing and delivery times, please consult the Shipping Times page on our website



I have to change the size

Size changes can only be effected within 14 days from the date on which you received the order.
When the article reaches our warehouse, we will send you the article in the size you have indicated if it is in stock; on the contrary, once the article reaches our warehouse, our customer care service will contact you.

Follow the procedure below:

SIZE CHANGE FOR REGISTERED USERS
You can request a return in the “My Returns” section in the My Account area

SIZE CHANGE FOR NON- REGISTERED USERS
You can request a size change at the following link entering the order number and the email used to make the purchase.

ATTENTION:
- The article must not have been worn or washed and must be “as new”.
- The article must be returned with the original label and packaging fully intact.
- The article must be shipped using the same Wheelup box it was delivered in.
- Keep a copy of the shipping code you receive via email when returning the article. You may need it if the courier is late in delivering it to out warehouses.



I received a faulty/damaged product

DID THE PRODUCT ARRIVE MORE THAN 14 DAYS AGO?
If the product is faulty and under warranty, the procedure to be followed can be found here

DID THE PRODUCT ARRIVE LESS THAN 14 DAYS AGO?
If the product arrived faulty or damaged, you have 14 days from the date you received the order to return the products,
Follow the procedure below:

RETURNS FOR REGISTERED USERS
You can request a return in the “My Returns” section in the My Account

area RETURNS FOR NON-REGISTERED USERS
You can request a return at the following link entering the order number and the email used to make the purchase.

ATTENTION:
- The article must not have been worn or washed and must be “as new”.
- The article must be returned with the original label and packaging fully intact.
- The article must be shipped using the same Wheelup box it was delivered in.
- Keep a copy of the shipping code you receive via email when returning the article. You may need it if the courier is late in delivering it to out warehouses.



I received a product that I did not order

If you received a product that you did not order, you have 14 days from the date you received the order to return the products.
Follow the procedure below:

RETURNS FOR REGISTERED USERS
You can request a return in the “My Returns” section in the My account area

RETURNS FOR NON-REGISTERED USERS
You can request a return at the following link entering the order number and the email used to make the purchase.

ATTENTION:
- The article must not have been worn or washed and must be “as new”.
- The article must be returned with the original label and packaging fully intact.
- The article must be shipped using the same Wheelup box it was delivered in.
- Keep a copy of the shipping code you receive via email when returning the article. You may need it if the courier is late in delivering it to out warehouses.



I want to return a product and receive a refund

If you are not satisfied with your purchase, you have 14 days from the date you received the order to return the purchased products and request a refund.
Further information concerning withdrawal rights can be found here
Follow the procedure below:

RETURNS FOR REGISTERED USERS
You can request a return in the “My Returns” section in the My account area

RETURNS FOR NON-REGISTERED USERS
You can request a return at the following link entering the order number and the email used to make the purchase.

ATTENTION:
- The article must not have been worn or washed and must be “as new”.
- The article must be returned with the original label and packaging fully intact.
- The article must be shipped using the same Wheelup box it was delivered in.
- Keep a copy of the shipping code you receive via email when returning the article. You may need it if the courier is late in delivering it to out warehouses.



I need assistance regarding the warranty

If the product is faulty and under warranty, the procedure to be followed can be found here

If the product you have purchased is faulty you are entitled to request a repair service within 2 years from receiving the order.
To return the article please follow the warranty return procedure online, attaching one or more images of the product that clearly highlight the fault and completing the “details” field with your request.

WARRANTY RETURN PROCEDURE FOR REGISTERED USERS
You can request a return in the “My Returns” section in the My Account area

WARRANTY RETURN PROCEDURE FOR NON-REGISTERED USERS
You can request a return at the following link entering the order number and the email used to make the purchase.

Upon receiving the returned article, we shall verify the claimed non-conformity and effect the repair, or replace the product if in stock.

Authorisation to return the Products shall, under no circumstances, infer acknowledgement of the defect or non-conformity; this aspect will be assessed once the Products have been returned.
If the non-conformity is acknowledged by the manufacturer, the same is entitled to establish if the product should be repaired or it needs replacing.

N.B.: Once it arrives at our warehouses, if the non-conformity is not acknowledged by the manufacturer, the customer shall bear the shipping costs to return the product. .



I have already returned the product, has the return been processed?

If you have already returned a prodcut and wish to check the status, the location or refund timing, please access the My Returns section and click on “details” to view all the contact information. Please be reminded that our contact details can also be found in the RMA email you received in order to return the product.

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