1. What is PicarlyRide?

PicarlyRide is an Italy-based electric bicycle store offering eBikes, accessories, spare parts, and related services for customers across Europe. We focus on reliable products, transparent policies, secure payments, and professional customer support.

2. Where is PicarlyRide located?

PicarlyRide is officially registered in Italy as PicarlyRide di Islam Tofiqul.

Registered Office & Physical Store:
Viale Dante Alighieri 47/B
28100 Novara (NO), Italy

Customers may contact us before visiting the physical store to confirm opening hours, product availability, collection options, or service availability.

3. Do you have a physical store?

Yes. PicarlyRide has a physical store at the same registered address in Novara, Italy. Product availability, test rides, collection options, and in-store services may vary, so we recommend contacting us in advance.

4. What types of eBikes does PicarlyRide sell?

We offer a range of electric bikes for different needs, riding styles, and terrains, including:

• City eBikes: suitable for commuting and daily urban travel.
• Folding eBikes: compact models for storage, public transport, and travel.
• Mountain eBikes: designed for rougher terrain and outdoor riding.
• Fat Tire eBikes: built for stability on gravel, sand, snow, and uneven roads.
• Accessories and spare parts: selected items for maintenance, comfort, and replacement.

5. Are the product descriptions accurate?

We aim to keep product descriptions, specifications, prices, images, and availability accurate and up to date. Minor differences may occur due to supplier updates, screen settings, manufacturing changes, or technical improvements.

6. Can I test ride an eBike before buying?

Test rides may be available for selected models at our physical store, subject to product availability and prior confirmation. Please contact us before visiting to check whether the model you are interested in is available for viewing or testing.

7. What payment methods do you accept?

We accept secure payment methods available at checkout, which may include:

• Credit and debit cards
• PayPal
• Shopify-supported secure payment methods
• Selected installment or pay-later providers, where available

Available payment methods may vary by country, order value, customer eligibility, and provider approval.

8. Can I pay in installments?

Installment or pay-later options may be available at checkout through third-party providers such as Klarna, Alma, Scalapay, PayPal Pay Later, or similar services, depending on availability and eligibility.

Approval decisions, payment schedules, fees, and refund handling are managed directly by the selected payment provider according to its own terms.

9. Are online payments secure?

Yes. Payments are processed through secure payment providers. PicarlyRide does not store full card details on its website. Payment information is handled by authorized payment processors using secure encryption and fraud-prevention systems.

10. Where do you ship?

We ship to selected European countries, including Italy, Germany, France, Spain, Netherlands, Belgium, Poland, Ireland, Denmark, Austria, Luxembourg, Czech Republic, Romania, and other supported EU destinations where available.

11. How long does delivery take?

Estimated delivery time usually ranges from 3 to 14 business days, depending on the destination, product availability, warehouse location, courier performance, and seasonal demand.

Unless otherwise agreed, EU consumer deliveries are normally completed within 30 days from the order date.

12. Do you offer free shipping?

We offer free standard shipping on eligible electric bikes and selected products to supported destinations. Any shipping cost, surcharge, special delivery fee, or remote-area fee will be shown clearly at checkout before payment.

13. Will I receive tracking information?

Yes. Once your order has been dispatched, tracking information will be sent where available. Tracking updates may take 24–72 hours to appear after dispatch.

14. What should I do if my order arrives damaged or incomplete?

If your order arrives damaged, defective, or missing parts, please contact us as soon as possible.

• Email us at support@picarlyride.com.
• Include your order number.
• Attach clear photos or videos of the packaging, product, shipping label, and issue.
• Keep the original packaging until the case is resolved.

We will review the case and may offer replacement parts, repair support, replacement, or refund depending on the situation and applicable law.

15. What is your return policy?

EU consumers may have the right to withdraw from an online purchase within 14 calendar days from delivery, subject to legal conditions and exceptions.

PicarlyRide may also offer a voluntary 30-day return guarantee for eligible products. Products must meet the return conditions stated in our Return & Refund Policy.

16. How do I start a return?

To request a return, please contact our support team before sending any product back.

• Email: support@picarlyride.com
• Include your order number, full name, and reason for return.
• Attach photos or videos if the product is damaged, defective, or incorrect.
• Wait for return instructions before shipping the product.

Unauthorized returns may be refused or delayed.

17. How long does a refund take?

Approved refunds are issued to the original payment method after the returned product has been received and inspected.

• PayPal: usually 1–3 business days after refund approval.
• Credit or debit card: usually 3–14 business days, depending on the bank.
• Installment providers: processing depends on the provider’s own refund procedure.

18. Do your eBikes come with a warranty?

Products may be covered by statutory legal guarantee rights under EU and Italian consumer protection law. Some products may also include manufacturer warranty coverage, depending on the brand and model.

Warranty coverage generally applies to manufacturing defects and product non-conformity. It may not cover normal wear and tear, misuse, accident damage, improper assembly, unauthorized repairs, modifications, or lack of maintenance.

19. How can I contact PicarlyRide?

You can contact our customer support team using the details below:

• Email: support@picarlyride.com
• PEC: picarlyride@pec.it
• Address: Viale Dante Alighieri 47/B, 28100 Novara (NO), Italy

We usually respond within 24–48 business hours, excluding weekends and public holidays.

20. What information should I include when contacting support?

To help us resolve your request faster, please include:

• Your full name
• Order number
• Email used at checkout
• Clear explanation of the issue
• Photos or videos, if the issue concerns damage, defects, missing parts, or delivery problems