Purchase and payment

When the payment is approved, we send you a confirmation email with the order number, the items, the total price including taxes, the shipping costs (if any), the payment and delivery method, information about your right of withdrawal with its form, and the 3-year legal guarantee. Keep it: it is your proof of purchase.

First check your spam or junk folder, and add info@biomecanics.com to your contacts so it does not happen again. If it is not there, check with your bank whether the payment has been taken and email us at info@biomecanics.com with the proof of payment, your full name and the email address you used to buy.

Credit or debit card (Visa, Mastercard and American Express) through Shopify Payments. You can also pay with Apple Pay, Google Pay, Shop Pay, PayPal or, if you prefer to pay later, with Klarna. On the payment screen you will see the options available for your country before you confirm anything. We do not accept bank transfer or cash on delivery.

No. You can buy as a guest, with just the details needed to send you the order. If you create an account, your addresses are saved and you can check the status and history of your orders from there.

Yes, to prevent fraud. For your security, the maximum amount per order is €400. Split your purchase into two orders to continue: there is no limit on how much you can buy, only on the amount of each order.

Yes. Payment is processed through the shop's secure payment gateway: your card details travel encrypted to the institution that handles the payment and are not stored on our servers. Your bank may ask you for an additional verification to authorise the transaction, usually through its app or by SMS; this is a mandatory step and means everything is in order.

Yes. All prices are shown in euros with taxes already included. Shipping costs, where applicable, are calculated according to the destination, and you will see them in the summary before you confirm payment. You will find the details on the Shipping page.

Your goods come with the delivery note (packing slip), which lists the items in the order. Need an invoice? Email us at info@biomecanics.com stating who the invoice should be made out to, the order number and the email address where you would like to receive it.

Email us as soon as possible at info@biomecanics.com and we will try, but once payment has been accepted we cannot guarantee that the order can be cancelled or changed: it goes into preparation straight away. This does not affect your right of withdrawal: once you receive the order, you have 14 calendar days (30 under our commercial policy) to return it.

Make sure your card details are correct, that the card has not expired, that you have not exceeded the spending limit set with your bank and that you have completed the verification your bank asks for. If the error happens again, try another payment method or a different browser.

I have tried several times and it keeps failing.

Give the system a breather. Repeated attempts can be held by the anti-fraud systems of the payment gateway and of your bank, and can end up creating duplicate orders. Email us at info@biomecanics.com before you try again: we will check the actual status of the transaction and resolve it with you.

The charge is on my account but I have no order.

Sometimes the bank holds the amount as a pre-authorisation even though the purchase is not completed; in that case the money is released automatically after a few days. Email us at info@biomecanics.com with the proof of payment, your full name and the email address you used for the purchase, and we will look into it.

Yes. You can order several sizes or models, try them on at home without rushing and return the ones that do not fit the foot. Before you choose, have a look at the Size guide. The conditions, deadlines and cost of returns are on the Returns page.

Email us at info@biomecanics.com, call us on (+34) 966 633 941 or send us a WhatsApp message on (+34) 610 843 398. We are available Monday to Friday, from 9:00 to 14:00.