FAQ

1°-Delivery & Order

What are your delivery times?

Each Kaleo Pilates equipment is custom-made by our partner workshops, according to your specifications. This artisanal approach allows us to guarantee rigorous quality control on each machine before shipment.

Estimated delivery time: 20 to 30 working days from the validation of your order. Working days correspond to Monday to Friday, excluding public holidays.

We will assist you throughout the process: you will receive a personalized email at each key stage, from production to delivery to your home. A tracking number will be provided for final delivery.

How much does delivery cost?

-Order from €50: free delivery
-Order below €50: €4.90

Delivery available to mainland France, Belgium, Luxembourg, and Switzerland.

I have not received my order

Upon shipment, you will receive an email with the tracking number and the carrier's name. In case of delay, wait an additional 2 to 3 business days, then:

-1 Check progress via online tracking
-2 Contact the carrier directly

If the problem persists, contact us via our contact form or at contact@kaleopilates.com.

My package has not yet been shipped

Several reasons can delay a shipment:

-Temporary stockout
-Customs procedures (international shipments)
-Force majeure event (bad weather, strike, etc.)
-Internal verification (quality control)

If your order has not moved after 7 business days, contact us for an update on its status.

Receipt

-If the item fits in a standard mailbox, it will be deposited there by your local postal service.
-If the package is bulky (Pilates machines), the carrier will deliver it in person, to the ground floor, without unloading or installation (DAP mode).
-In case of absence, a delivery notice will be left: you can pick up your package at the post office or the carrier's depot according to their conditions.

2°-Cancellation & Return

What is your refund policy?

Individual customers (B2C): You have a 14-day right of withdrawal from the receipt of your order, in accordance with Article L221-18 of the Consumer Code.

Exceptions (Article L221-28) — This right does not apply to:

-Customized products or products manufactured according to your specifications (upholstery, special colors)
-Bulky products or products difficult to re-ship

The following are notably excluded from the right of withdrawal: equipment such as Cadillac, Reformer, Ladder Barrel, Combo Chair, Wall Unit, Wall Board, as well as any special configuration. This equipment cannot be returned or refunded, except in case of a manifest defect or error.

Procedure in case of accepted return:

-1 Contact us before any return (contact form or e-mail)
-2 Return the product at your expense, new, unused, in its complete original packaging
-3 Refund within 7 business days after receipt and verification
-4 Standard shipping costs are refunded if the return is valid under the right of withdrawal
-5 In case of use or damage, a reconditioning cost (up to 30% of the price) may be deducted

Professional clients (B2B): B2B orders are firm and final. The right of withdrawal does not apply to professionals.

However, we may consider a return as an exception, only if:

-the request concerns a first order,

-the product has not been used,

-it is returned in its original packaging, within 7 days.

Any accepted return will be subject to a preliminary evaluation, with the possibility of reconditioning costs (up to 30% of the price). In case of a defect or error on our part, the costs are of course covered by us.

Is it possible to modify my order?

Before shipment: you have a period of 6 hours after payment validation to request a modification (address, items, quantities) by contacting us.

After shipment: no modification is possible. You can then refuse delivery or initiate a return procedure.

Can I cancel my order?

Before shipment (within 6 hours of purchase): yes, free of charge, upon simple request to contact@kaleopilates.com.

After shipment: you can refuse delivery (the package will be returned to our warehouses) or accept delivery and then return the item according to the return procedure (return costs at your expense).

My product is damaged, what should I do?

Report any problem to us within 48 hours of receipt, by email to contact@kaleopilates.com.

Evidence to provide:

-One or more clear photos/videos of the package and the product
-Your order number
-A precise description of the type of defect (damaged product, missing part, model error, etc.)

Solution offered within 48 to 72 business hours:

-Standard exchange of the defective or non-compliant item (shipping costs covered)
-Full refund (item + standard shipping costs)

3°-Payments & Security

What payment methods do you accept?

We accept payments by Visa, Mastercard, Bank Transfer, Apple Pay, Shop Pay for all your orders.

Is my information secure?

Our site uses SSL/TLS encryption (HTTPS) to protect your personal data during transfer. Payment data is processed by our approved providers (Shopify Payments), compliant with PCI DSS standards. Kaleo Pilates never stores your credit card number on its servers.