FAQ Frequently asked questions
Here you will find answers to the most frequently asked questions.
If you have any further questions, please let us know using the contact form below and we will be happy to help you.
When will my delivery be handed over to the forwarding agent?
Orders placed by 2:00 p.m. are usually handed over to the shipping company on the same day. In most cases, delivery will take place within 2 days of dispatch.
How is it shipped?
We send our packages with Deutsche Post and DHL GoGreen. Please see Shipping for further details
Which payment options?
Our goal is to make paying for your order as easy and customizable as possible. Therefore, we provide you with a selection of different payment options.
Please note that we can only ship your order once you have selected one of the specified payment methods for your invoice. You can find more information about our main payment methods at the bottom of this page.
You can choose to pay by credit card at the end of the online ordering process. We accept Visa and Mastercard credit and debit cards.
At the end of the online ordering process, you have the option of selecting payment via PayPal. After you have made your selection, you will be automatically redirected to the PayPal website where you can enter your details.
We would like to point out that we will debit your PayPal account immediately after sending the order. For this it is important that both your PayPal account limit and the available credit limit of your deposited payment method at PayPal are sufficient.
To complete your payment via Klarna, please follow these steps:
- At the end of the online ordering process, select the "Klarna" payment option.
- You will be automatically redirected to the Klarna website.
- After a successful transfer, your order will be confirmed and processed.
Various payment options are available to you at Klarna, including immediate transfer, direct debit or credit card. Alternatively, you have the option to pay within 14 days and only pay for the items you want to keep.
Please note that you must be at least 18 years old to pay with Klarna and have a valid registered address and bank details.
Can I return the purchased product?
Purchased products can usually be returned within a certain period and conditions. For this we refer you to the return & exchange policy. You will learn all the details about it.
What size do I need?
You can find our size chart in the fit guide. If you need help choosing the size, please contact email@example.com.
Do you also offer individual team clothing?
Custom orders require a restart of the entire production process, so minimum order quantities apply.
Minimum order quantity for custom-made products:
A separate process is performed for each product that needs to be custom made. For example: If you want to customize any model from the collection according to your own design ideas, you can place an order for this product with a minimum order quantity of one custom design. The product type should remain the same.
* Minimum order limit for custom-made products: 30 pieces.
If minimum order quantities are not relevant to you, contact us for more information.
* The delivery time for custom-made products may vary depending on the production workload
We provide support for any product that you have purchased from the soracycling.cde website. Please send us detailed photos of the damaged parts of the product. If it's fixable, we're more than happy to help.
The item I want is sold out?
Stocks are usually replenished on a regular basis, but occasionally certain products may be sold out. Please contact us to find out when the desired product will be back in stock.
I am between 2 sizes which should I prefer?
In-between sizes can sometimes be frustrating. In such cases, you should check the size chart and clarify your intended use. If you want the product to fit your body snugly, you should choose the smaller size. If you prefer to be more comfortable, you can prefer the larger size.
In which shop could I view the products?
Our number of dealers is constantly growing and to check their addresses you can visit the "Stores" page. In case there is no dealer in your area, it may be a good option to recommend us at your nearest bike shop.
I would like my order gift wrapped.
If you place an order as a gift, you can contact us and we can prepare special packaging for the products in your order. Additionally, receiver resizing information is included with all orders as standard.
Didn't receive an invoice for my order?
No printed invoice will be sent with your orders. Your invoices will be sent online to the email address you provided when placing your order. If you have not received the email, please contact us so that we can email you the invoice for your order.
Do you have any questions or ambiguities? Let us know your request via the contact form and we will be happy to help you. Alternatively you can reach us via email firstname.lastname@example.org or via our social media accounts @sora_cycling