I WANNA ASK

 

ORDER & SIZING

  • How can I order?
  • Why do you use the form of pre-order for some products?
  • Why do you ask the passport number for the payment with PayU?
  • How do I know in which size I have to order my product?
  • Can I change my order?
  • Can I cancel my order?
  • Can I order several MOVA products?

 

PAYMENT

  • How can I pay online?
  • Which credit cards are accepted?
  • Can I also pay by PayPal?
  • How do I know that my payment is secured?

 

DELIVERY

  • When does my product get delivered?
  • When does my pre-order product get delivered?
  • Do I have to pay for the shipment / delivery or for taxes?

 

REFUND/ EXCHANGE

  • Can I exchange my product for another one if it doesn´t fit?
  • Who pays the shipping costs for the exchange?
  • Can I get my money back if I don’t like the product?
  • Can I exchange my product or get my money back if it shows defects?

 

ORDER & SIZING

  • How can I order?

There are three ways of ordering your MOVA product:

  1. Order online on this website using your credit card (secured payments through PayU / PayPal)
    N.B: If you use PayU, we will ask your passport number . Don’t be afraid, it’s requiered by colombian law and it’s only used to pay taxes. This process is automatic and we don’t use or store this data.
  2. Make a wire transfer to our account - Contact us via WhatsApp: +57 319 329 92 39 to organize it
  3. Step by in our office “La Guardia”, have some coffee with us, try the products, and pay either cash or by credit card.

We’re located in the Cra 27a bis # 61c -06. 111211 Bogotá, Colombia. We will attend you from Monday to Saturday between 10:00am and 19:00pm.

 

  • Why do you use the form of pre-order for some products?

Through our pre-order system, we can guarantee the best price and the best quality. You literally save money because we don´t need a stock or retailers and can work more efficiently. Additionally, it permits us to make big productions that allow us to get better prices for high-quality supplies.

And in the meantime between your order and the delivery, you receive updates about the project. You gain insights about the whole production process and have the possibility to give us ideas and suggestions on how to improve the product.

 

  • Why do you ask the passport number for the payment with PayU?

To fulfill the payment process using PayU, you will have to fill a field (“Identification » or « Documento de identificación » if you have the page in spanish) which ask for your passport number.
We know that you’re not used to that, but don’t be afraid.
It’s requiered by colombian law and it’s only used to pay taxes.This process is automatic and we don’t use or store this data.

 

  • How do I know in which size I have to order my product?

If you´re not sure which size you need, don´t worry! We provide a sizing guide where you just have to fill in your measurements and the system figures out which size you need. Click here to calculate which size should be your MOVA product.
still not sure? DO NOT HESITATE TO SEND US YOUR MEASUREMENTS 
(Size/Weight/Chest/Waist/Hip – or the measurements of your favorite jacket as depicted here
to family@movacycling.com 
or through WhatsApp : +57 319 329 92 39. 
Raul will be there for you.

 

  • Can I change my order?

Off course! You just unpacked your product and the size doesn’t fit, you don’t like the color or it has a problem, we will change it!

To begin processing a change please get in touch with us at: family@movacycling.com

We would need this info:

  1. Email you used to buy
  2. Order Number
  3. Reason of the change and which other product would you like (other size / color / …)

Once approved follow the instructions provided to ensure proper delivery.

Note: Please do not ship any product without the proper return labels. Failure to do so may result in a delay/forfeiture of your change. Please note that it can take up to 2 weeks to process your change once we receive the items back.

 

  • Can I cancel my order?

Yes! If you purchased a product from our website (movacycling.com) and are not happy with it, you may return it within 15 days of your purchase for a full refund. Check out our refund policy.

 

  • Can I order several MOVA products?

Yes you can! Add the other product(s) you would like to get to your cart before going to Checkout.
And if you would like to buy a lot of MOVA products, contact us through WhatsApp or email (+57 319 329 92 39 / family@movacycling.com). As we will save money by shipping only one big package, we should be able to make you a nice discount.

 

PAYMENT

  • How can I pay online?

You can pay online using:
-PayPal
-PayU for credit cards and wire transfers.
If you have any doubts about how to use those platforms, contact Raul through WhatsApp (+57 319 329 92 39) or write an email to family@movacycling.com

 

  • Which credit cards are accepted?

In order to offer you the possibility of a secure and flexible payment by credit card we work together with PayU (https://www.payulatam.com/co/).
PayU accepts:
-Visa
-MasterCard
-American Express
-Diners Club
-Codensa.

 

  • Can I also pay by PayPal?

Yes, you can! We accept both ways of payment to provide you more flexibility and safety.

  

  • How do I know that my payment is secured?

The safety of your payment is guaranteed either by payu or by paypal depending on which way of payment you opt for. We chose to work with those two providers because of their reputation. In the business for years, those are well known providers which are using the latest encryption techniques. Your payment and personal information are safe.

 

DELIVERY

  • When does my product get delivered?

We´re working together with DHL what implies that your product generally gets delivered within three working days once shipped. You automatically get a tracking number as soon as the packet is handled to DHL.

Nevertheless, since we don´t always have a stock it takes us sometimes a bit longer to be able to ship our products, as we have to produce them first. In this case, the shipping date is indicated on the product page. We assure you that we always make our best to get your order ready to ship as soon as possible.

 

  • When does my pre-order product get delivered?

In a case of a pre-order, the delivery date is indicated on the product page. Nevertheless, some unforeseen events might occur in the production process. If they cause any delay in the shipping date, we will inform you by email and publish news on our social networks.

 

  • Do I have to pay for the shipment / delivery or for taxes?

No! There are no hidden or additional costs!
The price you´ve paid includes shipment, delivery, taxes and co.

 

 

REFUND / EXCHANGE

  • Can I exchange my product for another one if it doesn´t fit?

Yes, of course!

To begin processing a change please get in touch with us at: family@movacycling.com

We would need this info:

  1. Email you used to buy
  2. Order Number
  3. Reason of the change and which other product would you like (other size / color / …)

Once approved follow the instructions provided to ensure the proper delivery.

Note: Please do not ship any product without the proper return labels. Failure to do so may result in a delay/forfeiture of your change.
Please note that it can take up to 2 weeks to process your change once we receive the items back.

 

  • Who pays the shipping costs for the exchange?

You would need to pay the return but we´ll send you the new product for free.

 

  • Can I get my money back if I don’t like the product?

Yes! If you purchased a product from our website (movacycling.com) and are not happy with it, you may return it within 15 days of your purchase for a full refund. Check out our refund policy.

 

  • Can I exchange my product or get my money back if it shows defects?

Of course, if your product shows any defects we´ll exchange it for you or you can also get your money back.

 

CONTACT FORM

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