Customer service

Customer service

FAQ

Customer service

Legal area

CANCELLATION AND RETURN OF ORDERS

You can cancel the order if it has not yet been processed, that is, it is still marked with the status "in preparation" or "awaiting payment." If payment has already been made at the time of order cancellation, you must contact BioNike customer service from the Personal Area to request a refund. 
  
- Order in PENDING PAYMENT status: will be automatically deleted within 5 business days if you do not proceed with payment. 
- Order in status IN PREPARATION: you will have to send your request via the Contact form, without having to provide any reason. We will proceed to cancel it and enter the refund request. All you will have to do is wait for a confirmation from us. 
- Order in READY FOR SHIPPING status you will not be able to cancel it but you will be able to reject it during delivery. In case of prepayment, we will process the refund as soon as we receive notification that the order has been returned to the warehouse.
COSTS AND SHIPPING OF MY ORDERS

Upon confirmation of shipment, you will receive an email with a link that will direct you to the tracking page so that you can track your order. Log in and access the "My Orders" section to view the status of your orders, check their progress and shipment tracking/tracking. 
 
PLEASE NOTE: If your order is among those that are delayed due to courier operation issues, the tracking link may also not be updated in real time.

Delivery times are 1-2 days unless unforeseen from the date of shipment for orders in Italy. We do not deliver on Saturdays, Sundays or holidays. Times may lengthen for deliveries to inconvenient areas or islands.
 

No, opening an account  is not binding for online purchases but allows you to take advantage of certain benefits including tracking and history of your orders, the ability to receive dedicated discounts and promotions, and access to benefits dedicated to registered users.
 

If the order's package you receive is damaged or incomplete, immediately take photographs of both the outside and inside and contact our Customer Service Department. If, on the other hand, you have found that one or more products have a non-conformity defect, please tell us specifically what the issue is so that we can make the appropriate checks. As soon as we receive your report, we will contact you as soon as possible to arrange a refund method.  

If you have received different products from those you ordered or the package is incomplete, you can write to us from the Contact form specifying the following information: 
  • Order code 
  • Name of the wrong/missing products 
This will allow us to make the appropriate verifications after which we will contact you and agree with you on the refund method. 
We fully understand that these inconveniences can cause you to lose confidence in our Brand. However, we would like you to know that we put all our efforts and passion on a daily basis to ensure an increasingly professional and quality service.
 

BioNike's privacy policy is available for review at any time here
 

You can request delivery to a residential or business address as indicated at the time of your order. Deliveries occur during business hours Monday through Friday, excluding holidays.

You will receive a confirmation email as soon as your order leaves our warehouse. Someone must be present at the delivery location to receive the order and sign the relevant documentation. In the event that no one is present at the delivery address two more delivery attempts will be made and if unsuccessful, the order will return to our warehouse. For more information, contact BioNike Customer Service by filling out the form in the Contact Area.

If you need assistance in order to improve your shopping experience, please don't hesitate to contact us
PAYMENTS

Orders placed online can be paid with credit cards , debit cards via Worldine platform, with PayPal, Apple Pay and Bank Transfer. We accept MasterCard and Visa Cards.

Yes, the site is an initiative of BioNike managed in collaboration with B2X S.r.l. 
Shop with peace of mind, we have applied all necessary measures to ensure your safety.
BioNike Club Points Collection

  1. Register/Log in on bionike.it and accept the Terms and Conditions to join the BioNike Club.
  2. Earn points with your purchases and/or actions* on bionike.it.
  3. Receive discounts and exclusive benefits based on your level.
Find out more about the actions in the FAQ ‘How can I earn points?

You earn 1 point for every €1 spent (points are calculated on the ‘Total to pay’ in your shopping cart, i.e. on the amount actually spent, excluding shipping costs and net of discounts and promotions. Gift card purchases do not count towards the calculation of points).

You can also earn points in the following cases:
25 points when  you register on bionike.it;
25 point when you subscribe to Bionike newsletter; 
10 point for entering your date of birth in your reserved area;
10 point for purchases made on the bionike.it website by a friend you have invited (max 10 friends can be invited);
10 points for entering reviews on products you have purchased (maximum 1 review for each purchased product);
15 points for each test taken on bionike.it (e.g. Foundation Finder) for a maximum of 1 test per user;
​10 points on BioNike's birthday on 15/05/2026

The coupons will remain available in the ‘My Coupons’ section of your reserved area and will be valid until the programme expires on 15/12/2026.

Points are credited automatically after the order payment has been processed and verified.    Cards/PayPal/Apple Pay: Points are credited immediately.    
Bank transfer: Points are credited depending on interbank processing times.   
​Cash on delivery: Points will be visible after payment has been registered by the courier (after receipt of the order). 

We are sorry to see you go! Please contact us at onlineshop@bionike.it