Frequently asked questions

If you need help, we have a list of frequently asked questions and answers. We strive to provide you with the best shopping experience possible. Click on a question below to see the answer.

If you need to change anything about your order, please contact us immediately. We typically process orders within 2-4 hours and once we have processed your order, we will not be able to make any changes.

The customer can freely choose to pay for purchases made through:

  • Credit or debit card: MasterCard, Visa, Visa Electron and American Express
  • Paypal: you can pay securely through PayPal.
  • Pay with Bizum.
  • Pay in several installments with PayPal Pay Later (Pay in 3 installments without interest)
  • Payment by bank transfer.
  • Klarna: buy now, pay later, (pay in 30 days or in 3 interest-free installments)
  • Pay in installments with Caixa Bank Payments & Consumer: pay in installments up to 36 months (only available in Spain)

In certain cases and to prevent possible fraud Pitk Pelotas S.L. reserves the right to request a specific payment method from a client in the event that the buyer's identity is not reliably proven.

Yes, we have 3 forms of financing depending on your needs and the amount of the purchase:

  • PayPal Pay Later: Pay in 3 installments without commission or interest, divided into 2 months. Available for purchases between €30 and €2,000.
    It is done through your PayPal account
  • Klarna: buy now, pay later. Klarna allows you to choose between paying in 3 installments within two months of making the purchase, or paying 30 days after making the purchase. In both options you will not be charged interest or administration fees.
    These Klarna payment methods are available in: Spain, Italy, Sweden, Norway, Finland, Denmark, Germany, Austria, the Netherlands, Great Britain and the United States .
    Check the official Klarna website for the updated list.
  • Caixa Bank Payments & Consumer (only available in Spain):Interest-free conditions, but with opening commission. For amounts not exceeding €10,000 per holder (DNI)
    1% opening commission at 3 months
    2% opening commission at 6 months
    3% opening commission at 10 months
    3% opening commission at 12 months
    4% opening commission at 20 months
    4.5% opening commission at 24 months
    6% commission from opening to 36 months

    It is done online through a few simple steps.
    If you have any questions about how to finance your order, do not hesitate to contact our team.

Yes, you can! After placing your order, you will receive an order confirmation via email. Each order begins production 24 hours after you place your order. Within 72 hours of placing your order, you will receive an expected delivery date. When the order is shipped, you will receive another email with the tracking number and a link to track the order online with the carrier.
Please visit our returns and exchanges page for more information.
Delivery times will depend on your location. Once payment is confirmed, your order will be packaged. Delivery can be expected within 10 business days.

By phone: Calling +34 948 310 791

By email: Sending your order to [email protected]

Our store has installed a SSL Digital Certificate which means that all connections between any page of our store and your device are made using a secure HTTPS protocol, that's what we want meaning that all information travels encrypted and cannot be deciphered.

The prices of the products displayed on the Elina Pilates website include the Value Added Tax (VAT) to be applied according to the user's member state. Purchases made by natural or legal persons residing in non-member states of the European Union will be exempt from VAT.

Following the entry into force on July 1, 2021 of the new "Directive (EU) on VAT on electronic commerce (2017/2455)", the VAT that we apply to For natural or legal persons (without intra-community VAT) from EU member states, it is the equivalent VAT in the country of destination.
Important: It is for this reason that the final price applied may vary from the price with VAT indicated in the promotional banners located in our online store, we are working to adapt to this new situation

We have spare parts for all our equipment. If you are missing any part or component, do not hesitate to contact us and we will be happy to help you.

Entry and assembly are not included in the standard price. Generally in the budgets for packages of more than 10 kilos or voluminous, they cover transportation and delivery at street level. Although the client himself can also choose to manage the transport by his own means or collect theproducts in our facilities.

If entry and assembly service is required, we can obtain a quote from a specialized transport company. It is very important to provide specific details about delivery requirements. The assembly of our products is usually simple, since most of the equipment is usually almost assembled. However, we offer additional resources, such asassembly videos on our YouTube channel and manuals in PDF format, to facilitate customer installation.

With the assembly instructions come some maintenance recommendations to keep your machines as good as the first day:
Try to keep the equipment clean, free of dirt and dust, especially the guides and wheels. Metal parts must be lubricated periodically. The springs must be changed every 2 years, depending on the use of the machine this time may be shortened.

The best product to lubricate wheels, guides and any metal part is silicone oil spray.

After each use, it is advisable to clean the machine with water and a microfiber cloth. For stains that cannot be cleaned with water, use a small measure of neutral liquid or powder detergent, diluted in two liters of water. Be sure to dry it well.

Often, the decision is not only reduced to the aesthetics that you want to give to your space. You must think about the properties of each material even if the functionality of the equipment is the same and the same exercises can be performed with the same result.

Aluminum is a lighter and more resistant to corrosion material and many of them can be stacked or placed vertically.
On the other hand, wood is a warmer, more pleasant and stable material.
You should also think about whether your space has a lot of humidity, the use you are going to give it and the space you have for your machines.
If you still have any questions, you can consult our experts.

The only difference between the HL1, HL2, HL3 and HL4 reformers is the height of the leg. Therefore, the height of the bed is: 22, 27, 42 and 62 respectively.

In the case of the reformers that have the same model in Fisio, the difference is the height of the leg, for example, between the Master Instructor and the Master Instructor Fisio at a technical level they would be the same, the difference that exists would be the height.

Our products are available in two standard colors, black and gray, plus six other colors available on demand, including green, blue, red, ivory, ocean blue and mocha. These changes do not entail any extra cost.

If you are interested in other colors, do not hesitate to consult with our team.

Of course! We offer discounts for purchase volumeand the higher the volume, the greater the discount. We not only consider the volume of a specific order, but also maintain or even increase it for future purchases, taking into account your previous purchases when calculating discounts.

You can contact our technical service team by email or phone call and they will tell you how to proceed.

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