Delivery

Delivery Pricing

Delivery is included in the displayed prices for mainland France. For deliveries to Corsica, French overseas territories (DOM-TOM), Switzerland, or international destinations, additional fees may apply. Please contact us at contact@pilateo.com to obtain a personalized quote.

Delivery Areas

We currently deliver to the following areas:

  • Mainland France: All regions (delivery included)
  • Corsica: Delivery available with additional fees (contact us)
  • French overseas territories (DOM-TOM): Delivery available with additional fees (contact us)

Delivery Time & Tracking

Delivery times vary depending on the type of item ordered. Estimated delivery times are indicated on each product page and confirmed during checkout.

Average estimated delivery times:

  • Reformer machines in stock: 2 to 5 business days after order confirmation
  • Accessories in stock: 5 to 12 business days after order confirmation
  • Pre-orders: Variable depending on the product, delivery time indicated on the product page and confirmed by email

Delivery is carried out with tracking by 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.

Except for pre-orders, your order is shipped within 24 to 48 hours. Once shipped, you will receive a confirmation email containing a tracking link allowing you to follow your package 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 components need to be inserted for optimal use:

  • Shoulder rests
  • Springs
  • Pulleys
  • Removable accessories

A detailed assembly manual with illustrations is included with each machine. Final assembly takes approximately 10 to 15 minutes and does not require any special 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 schedule an appointment.

Packaging: Pilates reformer machines are delivered in a reinforced wooden crate with a metal frame, offering maximum protection during transport. This robust structure effectively protects the product against shocks and damage during transit.

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

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

Opening the crate is accessible and does not require excessive force.

Important recommendation: It is strongly recommended that at least two people be present when receiving the delivery to safely handle the crate and the machine. Reformer machines weigh between 50 and 85 kg depending on the model.

Inspection Upon Delivery

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

  1. Write detailed reservations on the carrier’s delivery note
  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 note before signing.

Damage During Delivery

All Pilateo machines are inspected and tested before shipment to ensure quality and proper operation.

Procedure in case of damage:

  1. Film the unpacking: We strongly recommend recording a video while opening the package
  2. Take photos: Capture detailed photos of all damage observed (packaging and product)
  3. Contact us: Send these materials within 48 hours to contact@pilateo.com

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

  • Processing your request within 48 business hours
  • Replacing all damaged parts free of charge
  • Providing new equipment as quickly as possible
  • Covering all costs related to the replacement

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

Delivery Delays

Although we make every effort to respect the announced delivery times, delays may exceptionally occur due to circumstances beyond our control (weather conditions, strikes, logistical issues, etc.).

In case of delay:

  • You will be informed by email as soon as we become aware of the delay
  • A new estimated delivery time will be provided
  • You will be able to track the progress of your order via the tracking link

Cancellation due to excessive delay: If the delay exceeds 35 business days compared to the initially announced timeframe, you have the right 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 caused by force majeure events or incorrect delivery information provided by the customer.

Absence During Delivery

If you are absent during delivery:

  1. The carrier will leave a delivery notice
  2. You will need to contact the carrier to arrange a new delivery
  3. In case of a second unsuccessful attempt, the package will be returned to our warehouse
  4. Reshipping fees may be charged (depending on the carrier)

Recommendation: Make sure you are available during the scheduled delivery time or designate a trusted person to receive the package.

Returns and Refunds

Return conditions:

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

Eligible products:

  • 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
  • Customized or made-to-order 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 label and shipping instructions
  3. Carefully pack the product in its original packaging
  4. Send the product to the indicated address

Refunds:

  • The refund will be processed within 14 days after receiving the returned product
  • The refund will be made using the same payment method used for the purchase
  • Initial delivery fees are not refundable (except in case of defective products)
  • The product will be inspected upon receipt; any product returned damaged or incomplete may result in a reduced refund

Customer Service

Our team is available to assist you with 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

For any claim, please provide your order number and visual evidence (photos or videos) to ensure fast processing of your request.

Legal Information

These delivery conditions form an integral part of our General Terms and Conditions of Sale. By placing an order on our website, you fully accept these conditions.

In accordance with data protection laws (GDPR), you have the right to access, rectify, and delete your personal data. To exercise this right, please contact us at contact@pilateo.com.