The factory store

Using our site

FREQUENTLY QUESTIONS

1 Do I need to register to purchase something from the Contrast online shop? 
Registration is not required. You can always place an order at the Contrast online shop as a guest.  At the same time - if you plan to make regular purchases through our site - we recommend that you register.  This will save you time when re-ordering at the Contrast online shop.

 
2 What is the delivery time?
All orders start to be processed immediately after confirm the purchase on line..
Delivery Time
The delivery time of the order depends of the area of the World of his destination

• Delivery by transport company to Spain and rest of Europe: from 3 to 5 business days
• Delivery by transport company to rest of World: From 3 to 10 business days
• Delivery by post to Europe and rest of World: From 3 to 15 business days

You will receive an email notifying when your order has been shipped.
Public Holidays
Please note our warehouse is closed on the following date(s):
01/01/201x – Semana Santa - 1/05/201x - 24/06/201x - 26/7/201x - 15/08/201x - 12/10/201x - 6/12/201x - 8/12/201x - 25/12/201x - 26/12/201x
For orders placed on, or the day before one of these dates, delivery time will be extended by 1 – 2 working days.


3 How do I find the product I'm looking for?
If you need help finding a product, use our product search at the top of any page. Simply enter either keyword(s) or a product number in the search box and click "SEARCH". The results of your search will be displayed on the page, with links to particular products or groups of products.
Search Tips:

• Make sure you spelled search words correctly, this will allow for more accurate results
• Use multiple words to find specific types of products,

 
4 How do I find a product that is not available at the Contrast online shop?
The Contrast online shop offers the latest and greatest gear that Contrast has to offer, however, we do not carry every product that the company makes.
If you can't find a product, or we are out of a stock, you have a few options: 

• Feel free to call our online shop customer service team at +34 972 354 865 or send us an e-mail and we will let you know if and when we'll be getting that product back in stock. If we are not getting more, we'll do our absolute best to find a similar product for you. Our online shop customer service team is available Monday through Friday from 09:00 a.m. to 18:00 p.m.
• You can also use our store finder on our website to find a Contrastdistributor or supplier in your local area. You can then contact them directly to see if they have the product you are looking for.

5 How do I add products to my cart?
To add products to your shopping cart, follow these simple steps:

• Choose a “quantity” in the field provided
• Click the “add to cart” button to add the product to your shopping cart. You should see a message on your screen confirming that the product has been added to your shopping cart

6 How do I make changes to my cart?
At first please click on your shopping cart by clicking on the cart icon at the top of any page.
Before going to Checkout, you can make the following changes in your shopping cart if you need to:

• Update the quantity. Choose a quantity from the dropdown provided
• Remove a product from your Shopping Cart. To remove a product, click on “delete icon”, or change the quantity to zero and click “intro”.
• Return to shopping. If you want to continue shopping, you can use the shopping cart to store products you want to purchase. Click any menu option to search the site for additional products. At any time during your shopping experience, you can return to your shopping cart by clicking on the cart icon at the top of any page.

 
7 How do I checkout?
Our simple checkout process is designed to help you complete your order and finalize your online shopping visit quickly and easily. If you have already created an account at our online shop before, you can use your data to login. Otherwise, you can check out as a guest or create an account. Having an account will give you access to handy features such as the address book and your personal order history.

If you've created an account you must click and accept first the conditions and after accept the order to access the transport step and payment.
Select country or area of the world where you are and the shipping method you prefer if more than one is available. If you are in country very far away of our headquarters can choose transport by Post or Transport Company with big cost difference. If you are in Spain or nearby countries only have a transport option because the costs are similar between Post and Transport Company.
The website automatically calculates the weight of your shipment and the cost of transport to your area, adding to the final purchase amount.
Then you will be prompted for payment information. You can choose to pay by credit card, by PayPal or bank transfer. After entering all your data on this page and click "continue",
To ensure the security of your data, Contrast will not store your credit card or debit card data in our system as the payment platform directs you to the secure website of our bank that performs the collection with the maximum security guarantees.
 
 
8 Can I place an order over the phone?
Yes, you can order products from our online shop or over the phone through our online shop customer service team. Our customer service advisors are happy to help you order products that you wish to purchase.
Feel free to call our online shop customer service team +34 972354865 and let the advisor know what products you are interested in purchasing. Our online shop customer service team is available Monday through Friday from 09:00 a.m. to 18:00 p.m.


9 What could be the status of my orderand what kind of email will I receive about my order?
After you have placed your order at the Contrast online shop, your order can have one of the following statuses:
Order confirmed: This means that you have placed an order successfully. You should receive this confirmation within minutes after placing your order.  All orders are subject to availability. If an item is unavailable after the order is placed, you will be contacted by our customer service representatives.
Order shipped: This means that your order has been shipped from our warehouse and it is on the way to you. An email will be sent out just after your parcel has left our warehouse, informing you of this. Please use the tracking-information from the carrier, included in the email, to obtain detailed tracking information.  


10 What methods of payment are accepted?
Payment
The following payment options are available:

• Bank Transfer        
• Debit Cards:
  • Maestro
  • Solo
  • Visa
• Credit Cards:
  • Visa
  • Mastercard
  • American Express
  • Diners
• PayPal

 
11 What if I forgot my account password?
If you have forgotten your account password, please click on Sign In and then on the “Forgotten password” link and we will email you your data of user and password. 


12 How can I solve problems viewing the Contrast online shop?
If you are having problems viewing the Contrast online shop, you could try deleting the cookies and the temporary internet files. This should help to solve your viewing problems. Please ensure that your cookies are enabled.
We support the following browsers: Internet Explorer, Firefox and Google Chrome.


13 What are my shipping charges?
At checkout, you will be prompted to choose a shipping method for your product(s). Your total shipping charges will automatically compute during checkout prior to the completion of your order.


14 Can I have a different delivery address to my billing address? 
Yes, it is possible. During the checkout process you can choose different addresses. Please note that this option is only valid for addresses within the same country. 


15 How do I track my order? 
You can track your order by going to your Order History under My Account. Go to the order details of the order that you want to track and click on the tracking number in the “Details” column. This takes you to the carrier's website where you can find the most up-to-date information available.

Please note that until the carrier updates their computer with your tracking information, you’ll be unable to track your order via the web. It is therefore possible that when we provide you with the tracking link, on the first day after you place your order, no tracking information will yet be available. However, the carrier usually updates their information within one business day of the time that we provide you with the link, so if no information is yet available please check again later.

Some orders are packaged in more than one box. Each box will have its own unique tracking number. Customised (mi adidas) products are shipped seperately and have their own unique tracking number.

Possible statuses are:
·         Received
This status means that your order has been received by the system but that it hasn’t yet been processed by our order management team. You will also receive an e-mail to confirm that an order has been received by us.
·         Transferred
This status means that your order has been transferred to the warehouse and that your goods are being picked and prepared for shipping.
·         Order shipped
This status means that your order has left our warehouse and is now either in the hands of the carrier or has already been delivered by the carrier. You can click the carrier's tracking link, which is also provided with this status, and see where your package is at the moment. When your order leaves our warehouse, you will also receive an e-mail with the order tracking link.
·         Returns Received
This is an additional status that will appear in case you have decided to return (part of) your order. This will indicate that the returns have been received and accepted. You will also receive an e-mail when your returns have been received and accepted.
·         Order completed
This status is indicated when the order is no longer traceable at the carrier's website because the order has taken place too long ago.


16 Can I change or cancel my order?
The process of preparing your shipment begins as you confirm the order. We are sorry but through our online store you cannot change or cancel an order that has already been done. You can change or cancel your order by phone or mail by contacting our customer service department before it is delivered to the carrier.
If your request for an amendment arrives once the order has already been shipped you can return any product according to our return policy. 


17 Can I change my ship to address after my order has shipped?
Yes, but it depends on the time passed by after you have placed the order at our online shop. Please call our online shop customer service team Phone +34 972354865 or by mail to info@contrast-racing.comand let the advisor know your order number and the shipping address. Our customer service advisor will get in touch for you with our carrier and ask if it’s still possible to change your shipping address. Please note that a change is normally only possible when the carrier has not picked up your order from our warehouse already.
As soon as possible you will receive your shipping notification and in this case you will receive the parcel within the usual period. With your shipping notification you will receive a tracking link for your order. From this link you are able to see if the carrier was able to change your address.
Our online shop customer service team is available Monday through Friday from 09:00 a.m. to 18:00 p.m. Our advisors are happy to assist you. 


18 Where can I find tracking information about my order?
Tracking your order
You can track your order using the tracking number which will be provided by mail when your shipment has been delivered. With this link to access the carrier's web site where you can find the most up-to-date information available.

Please note that until the carrier updates their computer with your tracking information, you’ll be unable to track your order via the web. It is therefore possible that when we provide you with the tracking link, on the first day after you place your order, no tracking information will yet be available. However, the carrier usually updates their information within one business day of the time that we provide you with the link, so if no information is yet available please check again later.

Some orders are packaged in more than one box. Each box will have its own unique tracking number.
 

19 Why has my order been cancelled?
Your order may have been cancelled for a number of reasons. The most common one is if the product that you ordered is unfortunately no longer in stock. Naturally we do our best to deliver on all customer orders, however very occasionally we do have issues with stock levels. In order to get a clear understanding why your order was cancelled we recommend you to callour online shop customer service team +34 972 354 865 or to send a mail to info@contrast-racing.comand let the advisor know what products you are interested in purchasing. Our online shop customer service team is available Monday through Friday from 09:00 a.m. to 18:00 p.m. Our advisors are happy to assist you.


20 What is your exchange policy?
Unfortunately we are unable to exchange products. This is due to the fact that our order processing commences as soon as your order is placed. If you wish to exchange a product, you will need to return your purchase for refund and place a new order. It is only possible to get a refund on returns when the return is in line with our return policy. 


21 What are the return rules and restrictions?
Cause the character of our products Contrast Racing doesn’t allow return of purchases. If you has discover some technical problems covered by our guarantee we recommend you contact our online shop customer service team +34 972 354 865 or to send a mail to info@contrast-racing.comand let the advisor know your problem. Our online shop customer service team is available Monday through Friday from 09:00 a.m. to 18:00 p.m. Our advisors are happy to assist you.


22 What should I do if I received the wrong product?
If you have received an incorrect product, we recommend you contact our online shop customer service team +34 972 354 865 or to send a mail to info@contrast-racing.comand let the advisor know your problem. Our online shop customer service team is available Monday through Friday from 09:00 a.m. to 18:00 p.m. Our advisors are happy to assist you.


23 What should I do if the product arrived damaged or defective?
If you have received a damaged or defective product, we recommend you contact our online shop customer service team +34 972 354 865 or to send a mail to info@contrast-racing.comand let the advisor know your problem. Our online shop customer service team is available Monday through Friday from 09:00 a.m. to 18:00 p.m. Our advisors are happy to assist you. 


24 What did I can't find the answer to my question here?
If you cannot find the answer to your question here, we recommend you contact our online shop customer service team +34 972 354 865 or to send a mail to info@contrast-racing.comand let the advisor know your problem. Our online shop customer service team is available Monday through Friday from 09:00 a.m. to 18:00 p.m. Our advisors are happy to assist you.