Help & FAQs

All our delivery times are estimates and calculated in business days (Monday to Friday), subject to supplier availability and force majeure conditions (strikes, bad weather, etc.).

Pilates Accessories (mats, balls, rings, resistance bands, etc.) :

• Order processing: 1–2 business days
• Shipping: 4–10 business days
• Estimated total delivery time: 5–12 business days

Pilates Machines (Reformers, Cadillac, etc.) :

• Machines will be delivered as quickly as possible. To find out delivery times for a specific model, please contact us via our contact form or by phone at +33 7 80 91 79 12

Once your order has been shipped, you will receive an email containing a tracking number to follow your package in real-time.

Individuals (Metropolitan France): Free delivery, no minimum purchase (subject to conditions listed below).

Professionals (France, Belgium, Luxembourg, Italy, Germany): Delivery costs calculated based on volume, destination, and carrier. For a transport quote, please contact us.

We often ship your items from different warehouses to optimize delivery times:

• Your items may arrive in separate packages.
• It is normal to receive one package before the others.

If, after 20 business days, you still have not received all of your products, please contact us so we can check the status of your shipment.

Once your order has shipped, you will receive an email with the tracking number and the name of the carrier.

In case of a delay, please wait an additional 2–3 business days, then:

1. Check the progress via online tracking.
   
2. Contact the carrier directly (post office, courier, etc.).

If the problem persists, please send us a message via our contact form or by email at info@pilatesme-france.com.

Several reasons can delay a shipment:

• Temporary out of stock at the supplier

• Customs procedures (for international shipments)

• Force majeure event (bad weather, strike, etc.)

• Internal verification (quality control, special preparation)

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

1. If the item fits into a standard mailbox, it will be delivered there by your local postal service.
2. If the package is bulky, the carrier will deliver it in person, at ground level, without unloading or installation (DAP mode).
3. In case of absence, a delivery notice will be left: you will be able to collect your package at the post office or at the carrier's depot according to their conditions (maximum period before return to the depot).

Individual Customers (B2C):

You benefit from a 14-day right of withdrawal from the receipt of the product(s), in accordance with Article L221-18 of the Consumer Code.

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

• to products personalized or manufactured according to your specifications (e.g., upholstery, special colors),
• to bulky or difficult-to-reship products.

Specifically excluded from the right of withdrawal are:
apparatuses such as Cadillac, Cadillac-Reformer, Reformer, Ladder Barrel, Combo Chair, Wall Unit, Wall Board, Ped&Pull, Spine Corrector, Arcs, Arc Barrel, Triangle Step Barrel, Mat, Pilates towers, as well as any special configurations.

These equipment items cannot be returned or refunded, except in case of a defect or obvious error.

Procedure for accepted returns:

• Contact us before any return (form or email).
• Return the product at your expense, new, unused, in its complete original packaging (manual, accessories, labels).
• Refund within 7 business days after receipt and verification:
• Product price (excluding shipping costs).
• Standard shipping costs are refunded if the return is valid under the right of withdrawal.
• In case of use or damage, a reconditioning cost (up to 30% of the ex-tax price) may be deducted.
  

Professional Customers (B2B):

B2B orders are firm and final. The right of withdrawal does not apply to professionals.

However, we may consider a return exceptionally, 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 prior assessment, with the possibility of reconditioning costs (up to 30% ex-tax). In case of a defect or error on our part, the costs are, of course, covered by us.

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

After shipment: the order is considered shipped, no modifications are possible. You can then refuse delivery or initiate a return (see § 9).

Before shipping (within 6 hours of purchase): Yes, free of charge, upon request to info@pilatesme-france.com.

After shipping: 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 shipping costs at your expense).

Time limit: please report any issues within 48 hours of receipt by email to info@pilatesme-france.com.

Evidence required:

1. One or more clear photos/videos of the package and product.
2. Your order or quote number.
3. A precise description of the type of defect, "damaged product", "missing part", "model error", etc.

Proposed solution: within 48–72 working hours, we will offer you, free of charge:

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

12-month credit note if you wish to keep the amount for a future purchase.

• B2C right of withdrawal: Return shipping costs are at the Customer's expense, unless a prepaid return label is provided.
• Defective product / order error: Free returns (costs covered by Pilates&Me).
• Requests outside the right of withdrawal (B2B or B2C after deadline): Return shipping costs are at the Customer's expense, unless otherwise agreed in writing.

The return address is different from the original shipping address:

• It will be sent to you by email after your return request has been approved.
• Any package sent without prior request or to the wrong address cannot be processed or refunded.

We accept payments by Visa, Mastercard, Apple Pay and bank transfer for all your orders.

Our site uses SSL/TLS encryption (HTTPS) to protect personal data (card number, name, address, etc.) during transfer.

Payment data is processed by our approved providers (Shopify Payments, Stripe), who comply with PCI DSS standards. Pilates&Me France never stores your credit card number on its servers.