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Order


How do I order something from Trivio?

Ordering Trivio products is very simple. Your order will have arrived before you know it!

1. Ordering your Trivio product

Look for the articles you need for your kit, bicycle, or for maintaining it. Order these products quickly and easily by clicking on the green button and putting the article in your shopping basket. Then choose whether you want to shop further or go to the checkout.

2. Log in via My Trivio

Do you already have a Trivio account? If you do, log in to your account and you can place your orders quicker. 

Don’t have an account? No problem - you can place orders even without an account. We will, though, need some information from you. This takes just a few minutes and will help us process your order as quickly as possible. We advise that you create a Trivio account so that you have everything in one place, from your ordering history and returns, through to the shopping basket. It also takes less time for you to place your orders, because we already have your ordering details.

3. Check that your order is correct and pay

Have you already logged in, or have you filled in your personal details? It is now time to complete your payment. Select the payment method you wish to use and then check carefully that everything is correct!

Everything correct? Sure? Then you can make your payment via the shopping basket. The faster you pay, the faster we can send your new Trivio purchases to you. 


When do I know for certain that my order has gone through?

Of course, you want to know as soon as possible that your order has been successful. This is very easy to check. Once your order has been completed, you will receive an order confirmation email from us in your mailbox. This order confirmation is proof that the order has been successful. 

However, sometimes you might have to wait a little while to receive this confirmation, in some cases up to an hour. If you have not received confirmation of your order after an hour, please contact our customer service department. We will help you find out what has happened to your order. Because our priority is your cycling pleasure!


Where can I find the details of my order?

It is, of course, always handy to be able to check your order details. To make things as easy as possible for you, you can find all your order details in one place under 'My Account'. You can find all your Trivio orders here and download them as PDFs. Ideal if you can't quite remember just what that handy Trivio article was that you were trying to think of.

If you place an order without an account, you can find the details on the invoice that we always send once the package has been dispatched. 


What can I do when I accidentally ordered an item to many times?

Whoops, maybe four work stands are too much of a good thing! If you have not yet received a dispatch confirmation, get in touch with our Trivio customer service department right away via 0031 (0) 46 457 27 96 or info@trivio.com. We will be happy to change your order.

If you have already received a dispatch confirmation, meaning your package has already been dispatched to your delivery address, it is unfortunately no longer possible to change your order. But even in this situation we will be happy to help you. Just contact our customer service department via 0031 (0)46 457 27 96 or info@trivio.com. We will help find a suitable solution for returning the products. Want to know more about returning products? Then go to our returns and service page.




Payments


Where can I find my invoices?

After you have ordered your favourite Trivio products, we will always send you an order confirmation email. As soon as your order is dispatched we will send you another email which will also contain the invoice. 

To make things even easier for you, you can find an overview of all your orders and invoices in your personal account. This means all your invoices are in one place and you can see and print them as often as you like. 

1. Go to 'My account'.

2. Click on ‘My orders’

3. You will now see an overview of all your orders.

4. Click on the order for the invoice you want to see.

5. Click on the button: Yes, I would like to receive an new invoice.

6. We will send you an email with the relevant invoice as soon as possible. 


My payment has failed or been refused. What now?

This is not supposed to happen! It can be very annoying for you if your payment has failed or been refused. Because of privacy regulations we have no insight into the reasons for this. In the event of a failed or refused payment, your order will be cancelled automatically and no money transferred from your account.

If you want to re-order, we recommend that you first check the following steps:

  • Do you have sufficient funds in your account?
  • Is the credit limit sufficient?
  • If you are paying by credit card, is the 3D secure code of your card activated and correct?
  • Has the credit card been blocked or has it expired?

If none of the above provide a solution, we advise you to contact your bank or credit card company as appropriate. They will be able to tell you the reason for the failed or refused payment. 

If you have any other questions about your failed or refused payment, please contact our customer service department. We will be happy to help you further so you can enjoy our cycling products.




Shipping


When will my order be dispatched?

You have placed your order and can’t wait for your Trivio package to be delivered to your home. We fully understand that and are working hard to dispatch the package as soon as possible. We will immediately start work as soon as we receive your payment. You will receive an order confirmation when payment has been processed. We will then set to work and dispatch your package within one working day. We will send you a message to confirm dispatch, including an invoice and Track & Trace code. You can use this Track & Trace code to see exactly when your Trivio products will arrive. 


How quickly do you deliver?

We work hard to process your order. We are passionate about your cycling pleasure so we process your order as quickly as possible. If you place your order before 17.00 on a working day, you will receive your products in The Netherlands and Belgium the next day. You can use the Track & Trace code to track the shipment and see when it is likely to be delivered. We hope you really enjoy your Trivio purchase!


I have received the wrong item. What now?

Our apologies – this was not supposed to happen. We will resolve this issue as quickly as possible so that your cycling adventures can begin.

You can report receipt of an incorrect item by logging into My Trivio. Go to the heading, My Orders, and find your order for the incorrectly-delivered item. This is where you can report the incorrect delivery. We will then e-mail you all the information you need. This will include a return form, to enable you to return the item free of charge. When we receive the incorrectly-delivered item, we will dispatch the correct item to you on the same day.

If you do not have a Trivio account, we will of course be happy to help. In that case, please contact our customer service department on 0031 (0)46 457 27 96 or at info@trivio.eu. Have your invoice to hand so we can immediately begin work to find a suitable solution.


Can I have my orders delivered to a collection point? 

Of course, we offer this option. Our aim is to offer you the possibility of a delivery time that suits you. We therefore offer you the option of collecting your Trivio order from a PostNL/DHL collection point. All you have to do is indicate how you want your Trivio order delivered. It couldn’t be easier! 


What is the shipping status of my package?

You are eagerly waiting for your Trivio sunglasses, toolbox or saddle. To help manage expectations, you will receive a Track & Trace code from us as soon as your package leaves the warehouse. This code enables you to easily see when the package will arrive. Enjoy your next ride with Trivio.


Will my order be delivered all together?

Unfortunately, we cannot guarantee this, because certain Trivio items sell like hot cakes. We may deliver your order in two shipments so you don’t have to wait too long for the part of your order that's ready. But rest assured – we have a large warehouse with more than sufficient Trivio stocks.


I have not received my order. What now? 

That’s not what we like to hear. Something has unfortunately gone wrong with the delivery of your order. As cycling fanatics, we aim to offer the best possible service and will immediately look into where your order is. To report it, log into MyTrivio and go to the heading, My Orders. Then, go to the order concerned and report it as lost. We will respond as soon as possible and re-dispatch your order to you. 

If you do not have a Trivio account, please contact our customer service department on 0031 (0)46 457 27 96 or at info@trivio.eu. Make sure you have the invoice for the order to hand. This will help us to identify the order and enable us to send you the Trivio items again.




Returns


How do I return items?

You want to return one of your Trivio purchases for some reason. We make this very easy for you. Log into your My Trivio account and scroll to 'My Orders'. Search for the relevant order and click to the right of the product to report your return. You have a choice from the following options.

  • I have received an incorrect item.
  • I am not satisfied with the item.
  • I have not received this item.
  • My Trivio item is faulty.

As soon as you finalise the return report, we will e-mail you all the information you need. This will include a return form, to enable you to return the item free of charge. When we receive the returned item, we will send you the correct item on the same day.

If you do not have a Trivio account, we will of course be happy to help. In that case, please contact our customer service department on 0031 (0)46 457 27 96 or at info@trivio.eu. If you have your invoice to hand, we can immediately set to work on your problem.


How long do I have to return items?

Our aim is to enable you to really enjoy cycling. However, there are occasions when you realise after a short time that your Trivio item is not quite right for you. No problem: we offer you a 14-day period to think things over. You can return our Trivio products up to 14 days after the date of purchase.

But what happens if a Trivio product develops a fault? We offer you a full two-year guarantee from the date of purchase. Always keep your invoice safe and we can arrange a acceptable solution.


What is the return address?

If you use our return form, you will have the address immediately to hand. This form is all you need to return items to us. Our aim is to make things as easy as possible! You can find our return address below.

Trivio

Tomeikerweg 31
6161 RB Geleen
The Netherlands


How quickly will you process my return?

As soon as we receive your return shipment, we will be ready and waiting to start work. We will do our best to process your shipment as quickly as possible. Occasionally, this can take longer because of thorough checking of the products, but you can expect us to process it within three working days. We will notify you by e-mail when this has been done.


Where should I send my return shipment from?

Would you like to post a return shipment but are unsure where you should do this? In order to make things as convenient as possible for you, we have a partnership with PostNL postal service. Thanks to this partnership, you can hand in your package at numerous outlets all over the Netherlands. On the PostNL website it is easy to search for the nearest PostNL Pakketpunt and to return the items free of charge using the return form enclosed. 


How quickly will I receive my refund after returning items?

After receiving and processing your return shipment, we will e-mail you to notify you that it has been fully processed. Of course, we then need to take another step: refunding your money to your bank account. This will take up to a maximum of fourteen days. It can be quicker – who knows, you may even receive your refund the next day. Please note, we are allowed to wait with refund until we have received the products, or until you have indicated that you have sent them.


How do I track my return shipment?

Interested in finding out how to track your return shipment? After you have handed it in at the PostNL Pakketpunt, you will be issued with a receipt for the shipment. There will be a Track & Trace code on it. You can use this code to track your shipment and be sure that we receive the package in good order.


You have not received my return shipment. What now?

This is not supposed to happen. If you have not received notification of receipt via Track & Code within five working days, there may be an issue with the shipment of the package. In that case, we advise you to contact our customer service department on 0031 (0)46 457 27 96 or at info@trivio.eu. Have the return shipment receipt to hand and we will work with you to find a acceptable solution for this annoying situation.




Complaints


If you have a complaint about our products or our service, you can contact us via info@trivio.com. You receive a response from us within 14 days of receiving your complaint. If you do not agree with the solution, you can submit your complaint to the Disputes Committee via the European ODR Platform: https://ec.europa.eu/consumers/odr/.





My Account


How do I open an account?

We're happy to hear you've decided to become a Trivio customer! Did you know that as a customer you can take advantage of all kinds of benefits? Let's start by opening an account for you, so you can start to enjoy the full range of Trivio products as soon as possible. Welcome!

1. Click on the login button in the top right-hand corner of the screen. 

2. This will open a screen where you can log in or register as a new customer.

3. Go to ‘New Customer’ and click on the button ‘Proceed as a new customer’. 

4. Make sure you fill in all your details correctly.

5. As soon as you have successfully completed the registration process, you will be able to start ordering from the Trivio webshop. 


How can I change my details?

Have you changed address or telephone number? You can change your personal data quickly and easily in ‘My Account’. Log in to your account and go to ‘My Details’. You can also change your password here.


How do you handle my personal data?

We understand the importance of keeping personal data private and personal. So we take great care in dealing with your personal data. We do all we can to maintain the privacy of your personal data and we never share it with any third party.

Would you like to know more about how we deal with your personal data? Then please read our privacy policy. It gives you all the relevant information. If you have any questions after having read our privacy policy, please contact our customer service department. We will be glad to help you.




Password forgotten


Help, I've forgotten my password!

Of course, we all forget something sometimes. Even a password. Fortunately, we can sort it out quickly and you can request a new password from us at any time.

Go to the login screen by clicking on the login button in the top right-hand corner. Here, you will find a link ‘I have forgotten my password'. Click on the link and enter your email address in the field provided. In a few moments you will receive an email with instructions for resetting your password.


I want to change my password. How do I do this?

You can change your Trivio password quickly and easily, no problem! Log in to your account and go to ‘My details’. Here, you will find all your personal details. Click on 'Change Password' and follow the instructions to change your password.




Discount codes


I want to use my discount code. How does it work?

Great that you want to purchase a Trivio product! An extra discount makes your purchase even more attractive. So we're pleased to offer the opportunity for you to use a discount code on your purchase. Of course, you need to have a valid code for the product in question, so be sure to check the relevant conditions.

Using your discount code is quick and easy. Just enter it in the field provided when completing your order. You will find this in the step ‘Payment method’. Just tick your method of payment and then enter the discount code. Click on Continue and you will see the discount included in the overview. In this way, you can see that the discount has been processed in your order.

Then click on complete your order and we will dispatch your order as soon as possible!