Support

Phone and WhatsApp: +34 626 825 518
Email: info@helpsnowboards.com

 

Main showroom:
Avda. Portal del Ángel 23, 3º 1ª
08002 Barcelona

Call +34626825518 to set an appointment.

Credit or debit card:

We accept payments by Visa and Mastercard credit or debit card.

Payments are 100% safe. We have an advanced anti-fraud system. It includes Secure Electronic Transaction (SET) from Verified by Visa and MasterCard SecureCode, in addition to other anti-fraud measures.

You must select the option “Pay with card” as a payment method during the purchase process. After verifying the order, the system will guide you to a page to enter your card data safely. We recommend you to have your credit or debit card information at hand. As soon as you send this information we will send you an email confirming the order and we will proceed with the shipment.

 

PayPal:

PayPal is an online payment service to pay quickly and safely. You need to sign up in PayPal and create a PayPal account.

You must select the option “PayPal” as payment method during the purchase process. After confirming your order the system will redirect you to the PayPal payment process. After completing the payment process, your order will be processed.

 

Bank Transfer:

With this payment method you can make the payment by a bank transfer to our account. As soon as we receive the transfer we will send your order.

You must select the option “Direct bank transfer” as a payment method during the purchase process. When confirming the order we will send you an email with instructions on how to make the payment.

You will simply have to make a bank transfer with the total amount of the order to our bank account. As a transfer concept, you must enter the order number. The payment can not have any charge for the beneficiary.

These are our bank details:

Banco: Banco Sabadell
IBAN: ES90-0081-0025-2600-0373-4376
BIC (Bank Identifier Code): BSAB ESBB
Beneficiary: Help Snowboards

Shipping Delivery Rate
Spain and Portugal (peninsular) 24/48h Free
Andorra (home delivery) 2-3 days 14€
Andorra (Pick up at La Seu d’Urgell) 24/48h delivery to the MRW office at La Seu d’Urgell. You can pick it up there in the following 7 days. Free
Balearic islands 48/72h 8€
Canary islands 5-10 business days 14€ + custom fees
France 1-2 days Free
Germany, Italy, Belgium, Austria, Netherlands, Denmark, Czech Republic and Luxembourg 2-3 days Free
Switzerland, Slovenia, Slovakia, Liechtenstein and Poland 3-4 days Free
United Kingdom 3-5 days Free
Hungary 2-3 days 14€
Ireland, Croatia and Romania 3-4 days 14€
Bulgaria, Serbia, Estonia, Latvia and Lithuania 4-5 days 14€
Norway 3-6 days 14€
Finland 4-6 days 14€

*In the indicated delivery time we always take into account only business days.

CHANGE OR REFUND FOR MALFUNCTION OR ERROR WHEN RECEIVING THE PRODUCT:

If upon receiving the package, the product is damaged or is not what you ordered, you can return it or change it at no cost.

CHANGE OR RETURN WITHOUT REASON:
If when you receive the package, you do not like it because it is not what you were expecting, because the size is not right for you, or for anything else, you do not have to give us explanations. You can return or change the product in the first 30 calendar days after receiving the package.

In cases of change or refund without reason, these are the costs charged to the client:

From Cost
Spain and Portugal (peninsular) Free
Andorra (Home delivery) 24€
Andorra (pick up at La Seu d’Urgell) Free

Return: you will have to take the package to the MRW office at La Seu d’Urgell. Change: from the arrival of the new package to the MRW office, you will have 7 days to go and pick it up and hand yours over.
Balearic islands 25€
Canary islands 34€
France and Germany 21€
United Kingdom, Italy, Belgium, Austria, Netherlands and Luxembourg 25€
Denmark, Czech Republic, Switzerland, Slovenia, Slovakia, Liechtenstein and Poland 34€
Hungary, Ireland, Croatia, Romania, Sweden, Bulgaria, Serbia, Estonia, Lativa, Lituana, Norway, Finland 59€

*These costs are lower than the rates of the transport company. Help Snowboards assumes a part of the cost of the change or return so you can change or return an order more easily.

 

PROCEDURE TO CHANGE OR RETURN AN ORDER:

 

  1. Send us an email to info@helpsnowboads.com or call us at +34 626 825 518 and tell us:

 

  • Order number
  • Name and surname
  • Email
  • Phone
  • Complete collection address (address, zip code, town/city, state/province and country).
  • Date and time at which we can make the collection or change (working days, from 2 days from your change or return request).
  • Tell us the reason for your change or return.

a. Flaw (the item arrived with some damage or flaw)

b. Error (it is not the item you ordered)

c. No reason

  • In case of flaw or error, tell us what is the flaw or error.
  • Tell us if it is a Change or Return.
  • If it is a change, tell us what product or products you want in exchange for the one you are returning (indicating model and size).

 

  1. We will organize the pick-up with the transport company and we will send you an email informing you when they will pick up the parcel.
    * If we do not have stock of the product that you have requested in exchange for yours, we will let you know so you can decide if you want to exchange it for another product or you prefer a refund.

 

  1. Pack the item as it was when you received it so that it is well protected, and hand it to the transport company when they come to pick it up.

 

  1. If it is an change due to flaw or error: when we receive the package, we will check that it is a flaw or that there was an error in the shipment, and we will send you the product or products that you have requested in exchange.

If the amount of the product that you return is less than the amount of the product or products that you have ordered in exchange, we will ask you to pay us the difference to our bank account and we will send you the package after receiving the payment. Never before.

If the amount of the product that you return is higher than the product or products that you have requested in exchange, we will refund the difference through the same option that you used for the payment of the order.

* If there is no flaw or error, we will consider that it is a return without reason.

 

  1. If it is an exchange without reason: when we receive the package, we will check that it is in perfect condition and we will send you the product or products that you have requested in exchange.

If the cost of the change is not free (check the table above), we will ask you to make the payment of the change to our bank account and we will send you the package after receiving the payment. Never before.

If the amount of the product that you return is less than the amount of the product or products that you have ordered in exchange, we will ask you to pay us the difference to our bank account and we will send you the package after receiving the payment. Never before.

If the amount of the product that you return is higher than the product or products that you have requested in exchange, we will refund the difference through the same option that you used for the payment of the order.

* If the product is used or damaged we will not accept the exchange and the customer will be responsible for all costs.

 

  1. If it is a refund for flaw or error: when we receive the package, we will check that it is a defect or that there was an error in the shipment, and we will refund the money by the same method that you used for the payment of the order.

* If there is no fault or error, we will consider that it is a return without reason.

 

  1. If it is a return without reason: when we receive the package, we will check that it is in perfect condition and we will refund the money through the same method that you used for the payment of the order, subtracting the cost of the return depending on the country from which the return is made (check the table above).

*If the product is used or damaged we will not accept the return and the customer will be responsible for all expenses. To accept the return, the product must be in the same condition in which the customer received it.

To use a discount code, you must enter the code on the cart page, in the box where it says “Coupon code”, and click on the “APPLY COUPON” button.

Automatically, the discount within your code will be applied to the total of the purchase.

Discounts are not cumulative.

Depending on the code, you may have limitations regarding the number of times you can use the code and the items you can buy. Most codes have an expiry date.

You can follow the order with the tracking number that we will provide. You will know where your package is at all times.

We provide you with a 2 year warranty on all our snowboards.
If before the 2 years have passed since the purchase, the board has some flaw that you consider to be a manufacturing defect, you can claim it as follows:

  1. Take at least two photographs of the damage, one so we can see where the damage is and another to see the detail of it.
  2. Send us the photographs, along with the details of the purchase and an explanation of the damage, to the email address info@helpsnowboards.com
  3. We will analyze the damage and we will give you an answer in a maximum of 15 days.
    • In the case of considering that it is a manufacturing defect, we will accept the claim and proceed to replace the board free of charge, following the procedure of a change.
    • In the case of not considering it a manufacturing defect, we will not accept the claim, we will explain the reasons and we will look for an alternative solution.