FAQ - Frequently Asked Questions
🛒 Orders and Payments
What payment methods do you accept?
We accept payments by credit card (Visa, Mastercard, American Express), PayPal and Apple Pay.
Is payment secure?
Yes, all payments made on our site are 100% secure thanks to SSL encryption.
Can I change or cancel my order after purchase?
Once your order is placed, we will process your purchase promptly. If you wish to change or cancel, please contact us immediately at xtrapilates@gmail.com.
How to use a promo code?
Add your items to your cart, then enter your code in the “Promo Code” field before confirming your order.
🚚 Shipping and Delivery
What are the delivery times?
Delivery times vary depending on your location:
🌍 Europe: 5 to 7 working days
✈️ International: 7 to 14 working days
What are the delivery costs?
Delivery costs are free.
How do I track my order?
As soon as your order is shipped, you will receive an email with a tracking link.
What if my order is late or lost?
If your order exceeds the estimated time, please contact our customer service at xtrapilates@gmail.com.
🔄 Returns and Refunds
Can I return an item?
Yes, you have 30 days after receipt to return an item in its original condition. Contact us for the return procedure by email at xtrapilates@gmail.com
What are the delivery costs?
Delivery costs are free.
Are I responsible for return shipping costs?
Return costs are the responsibility of the customer except in the case of a defective product or an error on our part.
How to get a refund?
Once the return is validated, we will refund you to the original payment method within a few days.
🧘♀️ Products and Maintenance
Are your Pilates accessories suitable for beginners?
Yes! Our products are suitable for both beginners and advanced users.
How do I maintain my products?
Clean it with a damp cloth and a little mild soap after each session. Avoid prolonged exposure to the sun.
Are the materials used environmentally friendly?
We favor environmentally friendly materials, including natural cork and recyclable TPE.
📞 Other Questions
Can I contact you if I have a question?
Of course! Our customer service is available at xtrapilates@gmail.com or via our contact form.
Do you have a loyalty program or discounts?
Yes! Subscribe to our newsletter to enjoy exclusive discounts.
How to receive advice on Pilates?
We regularly publish articles and videos on our blog and social media. Follow us on Instagram/Facebook/TikTok.