Shipping policy

Shipping Costs

Shipping is included in the prices displayed for mainland Europe. For deliveries to European islands, Switzerland, the United Kingdom, or international destinations, additional fees may apply. Please contact us at contact@pilateo.com for a personalized quote.

Delivery Zones

We currently deliver to the following areas:

  • Mainland Europe: All EU countries (shipping included)
  • European islands: Delivery available with additional fee (please contact us)
  • Non-EU European countries (Switzerland, UK, Norway, etc.): Delivery available with additional fee (please contact us)

Delivery Time & Tracking

Delivery times vary depending on the type of item ordered. Estimated times are stated on each product page and confirmed at checkout.

Average estimated times:

  • Reformer machines in stock: 3 to 8 business days after order confirmation
  • Accessories in stock: 5 to 14 business days after order confirmation
  • Pre-orders: Varies depending on the product, timing indicated on the product page and confirmed by email

Delivery is carried out with tracking through our logistics partners FedEx or DB Schenker, who will deliver directly to your home. The carrier will contact you by phone 24 to 48 hours before delivery to arrange a time slot.

Excluding pre-orders, your order is shipped within 24 to 48 hours. Once shipped, you will receive a confirmation email containing a tracking link so you can follow your parcel in real time.

Assembly

Assembly is included in the total price of your machine. Pilateo reformers are delivered more than 90% pre-assembled. Only a few final parts need to be inserted for optimal use:

  • Shoulder rests
  • Springs
  • Pulleys
  • Removable accessories

A detailed assembly manual with illustrations is provided with each machine. Final assembly takes approximately 10 to 15 minutes and does not require any particular technical skills. Tutorial videos are also available.

Receiving Your Machine

Delivery is made directly to your door (no installation inside the home). The carrier will contact you by phone 24 to 48 hours before delivery to arrange an appointment.

Packaging: Pilates reformer machines are delivered in a reinforced wooden crate with a metal frame, providing maximum protection during transport. This sturdy structure effectively protects the product from impacts and damage during transit.

Unpacking: Although the packaging is secure, opening the parcel remains straightforward. To open the crate, we recommend using:

  • A sturdy screwdriver
  • A crowbar
  • Any other long tool with a thin, sturdy tip

Opening is accessible and does not require excessive force.

Important recommendation: We strongly recommend having at least 2 people present upon delivery to handle the crate and the machine safely. The weight of the reformers ranges from 50 to 85 kg depending on the model.

Inspection on Delivery

Mandatory inspection: Upon receiving your parcel, it is essential to check the condition of the packaging in the presence of the delivery driver. If there is visible damage to the crate (impacts, tears, dents), please:

  1. Note written reservations on the carrier's delivery slip
  2. Take photos of the damaged packaging
  3. Contact us immediately at contact@pilateo.com

Important: Any claim regarding visible damage must be reported at the time of delivery. Reservations must be written on the delivery slip before signing.

Damage During Delivery

All Pilateo machines are inspected and tested before each shipment to guarantee their quality and proper functioning.

Procedure in the event of damage:

  1. Film the unpacking: We strongly recommend filming the opening of the parcel on video
  2. Take photos: Take detailed photos of all damage observed (packaging and product)
  3. Contact us: Send us these elements within 48 hours at contact@pilateo.com

Our commitment: In the event of damage occurring during transport, our customer service undertakes to:

  • Process your request within 48 business hours
  • Replace all damaged parts free of charge
  • Provide you with new equipment as soon as possible
  • Cover all costs related to the replacement

No claim may be accepted after a period of 14 days following receipt without photographic or video evidence.

Delivery Delays

Although we do everything possible to meet the announced deadlines, delays may exceptionally occur due to circumstances beyond our control (weather conditions, strikes, logistical issues, etc.).

In the event of a delay:

  • You will be informed by email as soon as we become aware of the delay
  • A new estimated timeframe will be communicated to you
  • You will be able to follow the progress of your order via the tracking link

Cancellation for excessive delay: If the delay exceeds 35 business days from the initially announced deadline, you have the option to cancel your order and obtain a full refund. To do so, contact our customer service at contact@pilateo.com.

Pilateo cannot be held responsible for delivery delays due to force majeure events or incorrect delivery information provided by the customer.

Absence at Delivery

If you are absent at the time of delivery:

  1. The carrier will leave a delivery notice
  2. You will need to contact the carrier to arrange a new delivery
  3. If a second attempt is unsuccessful, the parcel will be returned to our warehouses
  4. Redelivery fees may be charged to you (variable depending on the carrier)

Recommendation: Make sure you are present during the time slot agreed with the carrier or designate a trusted person to receive the delivery.

Returns and Refunds

Return conditions:

You have 30 days from receipt of your order to exercise your right of withdrawal, in accordance with applicable European legislation.

Products concerned:

  • Reformer machines may be returned if they have not been used and are in their original packaging
  • Accessories may be returned if they are in their original sealed packaging
  • Personalized or custom-made products are not eligible for return

Return procedure:

  1. Contact our customer service at contact@pilateo.com indicating your order number and the reason for the return
  2. You will receive a return slip and instructions for shipping
  3. Carefully pack the product in its original packaging
  4. Return the product to the address provided

Refund:

  • The refund will be issued within 14 days following receipt of the returned product
  • The refund will be made using the same payment method used for the purchase
  • Initial shipping costs are non-refundable (except for defective products)
  • The product will be inspected upon receipt; any product returned in poor condition or incomplete may be subject to a reduction in the refund

Customer Service

Our team is available for any questions regarding your delivery:

  • Email: contact@pilateo.com
  • Response time: Within 24 to 48 business hours
  • Hours: Monday to Friday, 9:00 AM - 6:00 PM (CET)

For any claim, please provide us with your order number and visual evidence (photos or videos) for quick processing of your request.

Legal Information

These delivery terms form an integral part of our General Terms and Conditions of Sale. By placing an order on our website, you accept these terms without reservation.

In accordance with the European General Data Protection Regulation (GDPR), you have the right to access, rectify, and delete your personal data. To exercise this right, contact us at contact@pilateo.com.