Banana Cycling FAQ
- Q: Do you have a size guide?
A: Yes, for every item we are selling; a size guide is included on the product-page. Furthermore a description is added to give you a bit more information on the fit.
- Q: I need help with my order, who can I contact?
A: Please contact customer service using the form on this page.
- Q: Has my order been successful?
A: All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, login to your account to check My Orders. If you do not have an account yet, you can create a new account.
- Q: How do I change my order after purchasing?
A: We process and pack your order as fast as possible. Your order can only be changed as long as your order has not been shipped. To change your order contact us using the form on this page.
- Q: How do I know it's safe to shop with Banana Cycling?
A: Bananacycling.cc uses an SSL certificate that uses industry standard 256-bit encryption technology. This is the same level of encryption used by large banks to keep your information secure.
Q: What payment types do you accept?
- Credit cards (visa, mastercard, american express)
- Pay Pal
- Banana gift voucher
- Q: How do I use my gift voucher or promotional code?
A: Redeem during the checkout and the discount will be deducted from your order.
PRICING AND CURRENCY
- Q: Do your prices include tax?
A: All Checkout Prices for Great Britain, Europe, Canada, Switzerland and Norway include sales taxes; there are no additional fees to pay at all. All other prices are exclusive of local import duties and taxes which are levied once a shipment reaches your country. In the US we are required to collect sales tax in certain states where we maintain presence. As such, we charge sales tax on all orders shipped to the following states: AZ, AR, CA, CO, CT, DC, IL, IN, IA, KY, MA, MI, MN, MO, NV, NY, OH, TX, UT, VA, WA, WI. Prices for Great Britain and Europe include VAT. All other prices are exclusive of local import duties and taxes which are levied once a shipment reaches your country.
- Q: When will I be charged for my order?
A: You’ll be charged for your order when it is despatched from our warehouse. For Paypal you will be charged when the order is placed.
- Q: I have recently purchased an item, and it has now been reduced in price, will Banana price match the difference?
A: Yes, we are happy to match the reduced price in the form of a credit voucher as long the product was purchased at full price and within 14 days of the price being reduced. We are not able to match the price if the product, including size and colour is not in stock at the time of the request or if we have already provided a price match on the product.
- Q: The item I want is out of stock, now what to do?
A: We try to have a stock level that will keep up with demand but some popular items may sell out fast. If an item is sold out there will be an option available to “notify me when back in stock.”
- Q: Do you place items on back order?
A: Items are not placed on back order and we try to avoid advertising products that are not in stock unless advised on the product page. If your desired item has sold out, you will be contacted by our Customer Service team and a refund will be arranged.
- Q: How are Products shipped and how much will shipping cost to my address?
A: Products are shipped with a track & trace code that is automatically mailed to you when our shipment is processed. This typically takes 1-2 business days.
- Q: How long will delivery take?
A: The Netherlands: 2-4 business days. International: 3-5 business days.
- Q: Where is my order shipped from?
A: All orders are dispatched from our warehouse in Utrecht, The Netherlands.
- Q: How much will shipping cost?
A: Rate info depends on your location and becomes visible during the order process in the shipment section.
- Q: How can I track my order?
A: You will be emailed your tracking number when your order has been dispatched (1 - 3 business days from placing your order).
- Q: How can I change my address after purchasing?
A: We process and pack your order as fast as possible. Your delivery address can only be changed as long as your order has not been shipped. To change your delivery address please contact us.
- Q: What’s your returns policy?
A: You can return any product you receive from Banana within 14 days of receipt, as long as the item is unused and unwashed. For more information, please visit the returns section of the website.
- Q: I want to return a product, but I don’t have the original packaging?
A: You can always send the products back to Banana in another package but please pack securely and follow the instructions in the returns section of the website.
- Q: How do I exchange a product?
A: If you would like to exchange your purchase, please follow the steps in the section ‘How to Make a Return’ in the Returns section of the website.
- Q: I do not like the product I ordered, what can I do?
A: If the product is new and unused you can return it to us for a refund within 14 days of receipt. Please visit our returns section for more information on how to return a product.
- Q: How do I return an Item?
A: Please check our returns policy
- Q: When will I receive my refund?
A: Once we have received your returned item, your request will be processed within 1-3 business days. For refunds, please note that your financial institution may need 3-5 days to clear the funds back into your account.
- Q: What are my options when returning an item?
A: We conduct our business according to the Dutch Consumer Law, which acknowledges your rights and entitlements as a customer.
You may return an item for your choice and:
Get a refund back to your original payment method
Exchange (depending on stock availability)
- Q: Do you have a crash replacement policy?
A: If you do happen to have a crash, shoot an email to firstname.lastname@example.org with details and some photos of your damaged kit, including your original receipt and we will provide you with a 30% discount on a replacement kit. See conditions below.
Proof of purchase must be provided. Receipt or order confirmation.
The age of your kit will be taken into consideration meaning fair wear and tear is not covered.
The discount provided may be used to replace the damaged item/s from the same product group. e.g If 1 pair of bib shorts is damaged, a discount will be provided for the purchase of 1 pair of bib shorts.
The replacement discount may only be applied at the bananacycling.cc online store.
- Q: Where can I buy Banana Cycling products in store?
A: We will engage in offline sales soon; please check our website regularly for updates.