FAQ

HOW CAN WE HELP YOU?

In this section you can find the answer to your questions. If should you not find the answers to your questions in this section, you can always contact our customer service by phone at the following number 0419690499 or by email at onlinecustomercare@bionike.it

How do you place an order?

Choose your favourite products, selecting the colour and size, and add them to your cart.
Check your cart to make sure you have added only the items you want to purchase. If you want, you can still change quantities, delete or add some items. Go to "Proceed to checkout" or "View cart"; you can access your reserved area if you have registered on our site or continue as a Guest. Now fill in the form with your delivery address and payment method. If you have a promocode, you can add it now: you will find an appropriate field in your shopping cart or directly at check-out.


Before confirming your payment, if you would like to request an invoice, please note that you must check the invoice request box and enter all the data in the appropriate fields.

Now you can confirm your order: if the order has been registered correctly, a confirmation message will appear with the order number. After a few minutes, you will receive an e-mail at the address you provided when placing your order. If you do not see it, please also check your Spam folder. Once the order has been confirmed, you will have the possibility to check it in your Reserved Area or on the Guest Page.



Can I place an order by phone?

Yes, you can place an order by telephone by calling 0419690499 Monday to Friday, 8.30 a.m. to 1 p.m. and 2.30 p.m. to 6 p.m.0

 

Where should I insert the promotional code?

To redeem your promocode, place the products in the shopping cart and go to checkout. At this point, you will find a field on the right side of the page where you can enter your promocode.



Can multiple promotional codes be entered?

No, promocodes cannot be combined with other active promotions on the website.



Why is my promotional code not working?

Check that your code has been typed in correctly, without spaces. If the problem persists, please contact us by e-mail at onlinecustomercare@bionike.it or call 0419690499

Customer service is available Monday to Friday from 8.30 a.m. to 1 p.m. and 2.30 p.m. to 6 p.m



Is it possible to add a promotional code after finalising an order?

It is not possible to add a promotional code after the order has been finalised. If the order is still being processed, it can be cancelled and a new order confirmed. In case of need, please promptly contact customer service at 0419690499



Can an order be cancelled?

It is only possible to cancel the order if our logistics have not processed it.
Please ask us to cancel your order by contacting us immediately at 0419690499.

Customer service is available Monday to Friday from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m.

Which payment methods are accepted?

You can pay for your orders by choosing from the following methods

- PayPal

- Credit Card

- Bank transfer



What can I do if payment is refused?

After entering your credit card details and confirming your order, your bank is asked to validate the payment to obtain authorisation to proceed. If payment is refused, please contact your bank directly. If you have any problems, BioNike Customer Service remains at your disposal by e-mail at onlinecustomercare@bionike.it or you can call 0419690499

Customer service is available Monday to Friday from 8.30 to 13.00 and from 14.30 to 18.00

What advantages do I have by subscribing to the newsletter?

Sign up for the BioNike newsletter to stay up to date, be the first to find out what's new and not miss out on promotions! Signing up is very easy: just go to the dedicated section and enter the requested data. If you wish to unsubscribe, you can do so directly from the last newsletter you received, from the Newsletter section on the site, or from your account. Should you have any difficulties or doubts, please do not hesitate to contact Customer Service.



I no longer want to receive newsletters, what should I do?

If you no longer wish to receive the BioNike newsletter, you can unsubscribe in several ways:
- from the Newsletter section of your account and then accessing your personal area
- by clicking on the link "If you no longer wish to receive the newsletter click here" at the bottom of the last newsletter you received.

Should you have any doubts or problems, please send us an email to onlinecustomercare@bionike.it

Is it necessary to create an account?

To complete an order you have two options:
- Create an account, if you do not already have one. Having an account allows you to store your shipping details, view your order history and the ability to track an order and register a return yourself.
- Place your order as a guest without creating an account

 

How can I create an account?

To create your personal account, simply click on the dedicated image at the top right of the homepage, click on "register", and enter the required data.



What do I do if I forgot my password?

You can reset your password on Bionike.co.uk in the login section by clicking on the link "Forgot your password?".

You will be sent an email with the link to reset your password yourself.



What do I have to do to delete my account?

If you wish to cancel your account you can write to onlinecustomercare@bionike.it or call 0419690499

Customer service is available from Monday to Friday from 8.30 a.m. to 1 p.m. and 2.30 p.m. to 6 p.m.

Where do you ship products?

At the moment BioNike only ships to Italy.

If a destination country does not appear among those listed, please contact us by email at onlinecustomercare@bionike.it for information on authorised retailers in the country of your interest.



Can I combine several orders?

It is not possible to combine different orders as payment and validation correspond to a single order: one delivery address and one billing address.



When will my order be shipped?/ What is the delivery time for my order?

Logistics usually prepares the shipment of your order within 24-48 working hours after your purchase. Timelines may vary depending on the daily flow of orders.



Where is my order?/ How can I track my shipment?

Upon dispatch, the customer will receive an email containing the tracking number with which, from the courier's site, he can follow the status of his package.

For further information, please contact customer service at onlinecustomercare@bionike.it or at 0419690499.



I checked the shipment status and found problems. What should I do?

Contact our Customer Service at onlinecustomercare@bionike.it or by phone 0419690499 from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m.

 

What happens if I am not at home at the time of delivery?

In the event of non-delivery, the courier leaves a notice on the intercom/mailbox, notifying the recipient of the delivery. A second delivery is automatically rescheduled the next day. If the addressee is still absent, the consignment is held at the local branch for 3 working days. If there is no collection within this time, the parcel is automatically returned to the warehouse.

 

What should I do if I have entered an incorrect delivery address?

If you experience any problems, you can contact our Customer Service at onlinecustomercare@bionike.it or by phone 0419690499 from Monday to Friday from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m., stating what happened.



What should I do if I receive an order with broken or missing products?

Write to us at onlinecustomercare@bionike.it or call us on 0419690499 Monday to Friday from 8.30 a.m. to 1 p.m. and 2.30 p.m. to 6 p.m., stating what happened.

I wish to return one or more products from my order, how can I do so?

You may return a product within 14 calendar days from the date of delivery. The goods must be returned intact, complete with all its parts and in their original packaging (envelopes and packages), stored and, if necessary, used for the time strictly necessary to establish and verify their nature and characteristics.
Please note that the right of withdrawal is not applicable in the case of the supply of sealed goods that are not suitable to be returned for hygienic reasons, or those related to the protection of health, and are opened after delivery (e.g. creams, cosmetic products, food supplements and other similar goods), as well as (pursuant to Article 47, Paragraph I, letter b), of the Consumer Code), with reference to medicines and medical devices.

You can request returns directly from your reserved area:

- log on to www.bionike.it with User and Password;
- in your reserved area you will find "my orders";
-select the order for which you wish to request a return;
- select the products you wish to return, indicating the quantities and the reasons for the return;
- you will receive an e-mail confirming the return request;
- within 1/2 working days you will receive the return authorisation email from our customer care, containing the identification number (RMA ID) and instructions for shipping the package;
- insert the return approval e-mail inside the package and send it to the address:
FiloBlu c/o Gruppo Sinergia - Viale dell'Artigianato, 32
37064 Povegliano Veronese (VR)

If you do not have an account, enter the return request by clicking on the following link:
https://www.bionike.it/it/guest/order/ entering your order details.
Enter the details of your order and select "RETURN".
Insert the return request for the products to be returned, you will immediately receive an e-mail confirming the insertion of your return request with the associated RMA number.

 

 

How long have I got to make a return?

To exercise your right of withdrawal, you must send Bionike a notice to that effect, within 14 days of receipt of the parcel, to the following email address onlinecustomercare@bionike.it. or via your account in the "Orders and Returns" section.



I received a faulty or wrong product, can I return it?

Please note that the right of withdrawal is not applicable in the case of the supply of sealed goods that are not suitable for return for hygienic reasons, or reasons connected with the protection of health, and are opened after delivery (e.g. creams, cosmetic products, food supplements and other similar goods), as well as (pursuant to Art. 47, para. I, lett. b), Consumer Code), with regard to medicines and medical devices.

To submit your request for a return due to defect, please contact our Customer Service by e-mail at onlinecustomercare@bionike.it or by phone at 0419690499 from Monday to Friday from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m., stating what happened. You will be asked for the order number and some photos of the product, where the defect is clearly visible.

 

Can I return or ask for a refund on a purchase made at a perfume shop or pharmacy?

It is not possible to return or request a refund for a purchase not placed on our online shop.
Please contact the retailer where the purchase was made.

 

Is it possible to exchange a product purchased online directly in a shop?

It is not possible to return a product purchased online from a shop.
We invite you to open a return request directly from your account, or by contacting our Customer Service by e-mail at onlinecustomercare@bionike.it or by calling us on 0419690499 from Monday to Friday from 8.30 a.m. to 1 p.m. and from 2.30 p.m. to 6 p.m., stating what happened.

 

How and within how long will I be reimbursed?

If the condition of the returned product meets the requirements, a refund will be issued within 14 days from the date of return of the package via the same payment method used to finalise the order.


BioNike will not be liable in any way for damage, theft, loss occurring during or in any way dependent on the return shipment.

If the purchase was made using a discount code, the amount of the discount will not be refunded. The refund will only be for the amount actually spent. In addition, BioNike may suspend the refund until receipt of the returned product or until the time at which the Customer demonstrates that he/she has correctly returned the product, whichever is earlier.

Where can I find all offers and current promotions?

To stay up-to-date on all active promotions, please subscribe to our newsletter or visit the Promo's page. 



How can I find retailers nearest to me??

Visit the store locator section here.

Simply enter the name of the city, province or postcode you are interested in to view the BioNike shops nearest to you. You can contact them, or visit them in person, to check the availability of the product you are looking for.