Frequently asked questions :

How do i return a product for an exchange?

How do i return a product for a refund?

How does the warranty service work?

Why I am not able to add an item to my basket?

How can I create an Acycles account?

Why is my order not showing on my Acycles account?

Why is my order’s status showing as “pending”?

Why can’t I log on to my Acycles account?

How do I know if Acycles delivers to my address?

Why do I get the message that “no shipping method is available”?

Why is the shipping not free when I want to place my order?

Why is the tracking of my parcel not working?

Why is my tracking not changing after arriving in the UK?

How can I unsubscribe to the Acycles Newsletter?

I haven’t received any confirmation for my order / I have not received an answer to my email?

How can I find my invoice with the VAT number?

What are the promotional offers at the moment?

How do i use a discount code?

What if my discount code is not valid?

Free returns

 

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How can return an item for an exchange?

If you have received a product that you would like to return please follow theses instrcutions.
All products must be returned within a maximum of 30 days following the purchase.
To be exchanged, the goods must be returned new, without having been used and in its complete original packaging, making sure to include all the accessories related to the product.
Any shipping costs to return the goods are your responsibility. Acycles will bear the cost of returning to you the new product to your original delivery address.

We encourage you to follow the procedure for the exchange below.

1) Inform Acycles Returns services by contacting us on the 'Contact us' page that you can find here 'Contact us' , indicating the following information:
- The products returned and quantity
- What product you would like returning (size, color, model, etc.)
- Your order number.

2) Send us your package. Be sure to properly pack and protect the items so that they arrive in a good condition. Any product that is damaged during return will not be eligible for an exchange.
Please put a copy of your delivery note, invoice or a  note stating your order number and customer number.
Be sure to clearly indicate the items returned, the reason for return and what you would like (exchange the size, style, color, etc..).

We also invite you to mention your order number, and what you would like to receive for your return (refund, echange, voucher) on a piece of paper that you will include in the parcel.

Send your package to the following address:

Acycles Returns
21 RUE CHARLES CHOLAT,
ZI NORD EST MONTREYNAUD,
42000,
Saint Etienne.
France

We recommend you return all products by recorded delivery.

3) Receipt of the return. Acycles will notify you upon receipt and at each stage of the return.
Please note : The exchange depends on the stocks available when we receive the returned products. In the case where the product desired is not availablbe Acycles shall contact the customer to find the best solution for the customer.

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How do I return a product for a refund?

You've changed your mind about a product and do not want to obtain another one instead? You can return the product in order to get a refund. The refund will either be in the form of a voucher code (valid on the whole Acycles website for a year) or a refund via the same payment method used when ordering.

To be accepted, the goods must be returned new, without having been used and in its complete original packaging, making sure to include all the accessories related to the product.

All products must be returned within a maximum of 30 days following the purchase.

Any shipping costs to return the goods are your responsibility

We encourage you to follow the procedure for the exchange below.

1) Inform Acycles Returns services by contacting us on the 'Contact us' page that you can find here 'Contact us', indicating the following information:
- The product(s) to return and quantity
- If you would like a credit note or refund.
- Your order number.

2) Send us your package. Be sure to properly pack and protect the items so that they arrive in a good condition. Any product that is damaged during return will not be eligible for a refund.
Please put a copy of your delivery note, invoice or a  note stating your order number and customer number.
Be sure to clearly indicate the items returned, the reason for return and the type of refund you would like.

We also invite you to mention your order number, and what you would like to receive for your return (refund, echange, voucher) on a piece of paper that you will include in the parcel.

Send your package to the following address:

Acycles Returns
21 RUE CHARLES CHOLAT,
ZI NORD EST MONTREYNAUD,
42000,
Saint Etienne.
France

We recommend you return all products by recorded delivery.

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How does the warranty service work?

As regards warranty, Acycles is not the manufacturer of any products we sell, but we apply the warranty as indicated by our manufacturers or suppliers. For the warrantly to go smoothly we always recommend you go through us here at Acycles. 

If your item is defective or damaged, we invite you to contact us by email and send us your order number as well as a picture/video showing the defect/damage. You will also have to describe the defect/damage, and give us the serial number corresponding to your item (only if your item is a wheel or an adult bike).

Once we receive your email, we will contact our suppliers and will come back to you with the next steps to follow.

Attention: we entirely depend on our suppliers regarding all warranty cases. We then cannot give you a precise date for the resolution of your case, and cannot go against the supplier’s decision.

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Why I am not able to add an item to my basket?

If you are not able to add an item to your basket because no « add to basket » button is showing on the product page, it means the item is unfortunately out of stock at the moment.

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How can I create an Acycles account?

In order to create an Acycles account, you will need to place your cursor on the « My account » button at the top right corner of your screen, and click on « Create an account ».

Attention: If you create an account after placing an order, the order won’t show on your new account, and we won’t be able to synchronize them.

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Why is my order not showing on my Acycles account?

 Your order is not showing on your Acycles account because you have placed the order by choosing the Paypal Express payment method, which means only your Paypal data has been used to place the order.

If you do have an Acycles account and that your order is still not showing on your dashboard, it means you were not logged in when placing the order.

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Why is my order’s status showing as “pending”?

 The status of your order is “pending” because you have selected the bank transfer payment method and that we have not received your payment.

If you have chosen this payment method by mistake, we invite you to contact us, and our team will cancel the order so you can place it again choosing the payment method of your choice.

NB: the payment by bank transfer can take up to 72 hours before being received by our company (not including week-ends, bank holidays, and Mondays), and the item you have ordered may be sent to another customer until we receive your payment.

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Why can’t I log on to my Acycles account?

 You may have forgotten you password. If so, you can click on “Forgot your Password?” and we will help you to choose another one.

It is also possible that you actually do not have an Acycles account, but you only used your Paypal data to place an order. In this case, we invite you to create an account now! It will only take you a few seconds.

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 How do I know if Acycles delivers to my address?

 If you want to know if we deliver to your address, we invite you to add the item you are interested in to your basket, and click on “Proceed to check out”.

Once you have clicked on this button, you will only have to fill up your billing and delivery address, and all the sipping methods available will be proposed to you.

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Why do I get the message that “no shipping method is available”?

It is possible we unfortunately are not able to deliver to your address.
If one of the items in your basket is a Mavic product and you live outside Europe, we are unfortunately not allowed to deliver you.
If you live in Jersey, the Isle of Man, or Guernsey, we invite you to choose one of the previously mentioned islands as the “country” you live in.

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Why is the shipping not free when I want to place my order?

Delivery is free for orders above £89.00. If your order is below this amount, delivery will not be free.
If you buy an adult bike (not a folding one), we will have to use a specific carrier, and won’t unfortunately be able to offer you the delivery, even if the amount of your order is above £89.00.

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 Why is the tracking of my parcel not working?

It is possible that our carriers’ website needs 24 to 48 hours to be updated.
If the tracking still does not work after the 24-48h time frame, we invite you to contact us so we can locate you parcel as soon as possible.

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Why is my tracking not changing after arriving in the UK?

 You will be able to track your parcel with a UK based carrier as soon as your parcel arrives in the UK.

If you have chosen the 3 to 7 day delivery, you will be able to use the same tracking on the Royal Mail website.
If you have chosen a GLS delivery method, you will be able to track your parcel with Parcel Force by using the Parcel Force parcel number given on your GLS tracking page (EHxxxxxxx).
If your tracking has not been updated after a couple of days, we invite you to contact us so we can locate your parcel as soon as possible.

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How can I unsubscribe to the Acycles Newsletter?

 You will only have to find the last Newsletter you have received by email, and click on the “Unsubscribe” button.

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I haven’t received any confirmation for my order / I have not received an answer to my email?

It is possible that you have made a small typo when entering your email address. You can check the information you have given us by going to your account’s dashboard. If you do not have an Acycles’ account, and you think you have made a typo, we invite you to contact us.

It is also possible that the emails we have sent you went straight to your junk folder. We then invite you to check your junk folder before contacting us.

In the situation where you haven’t received an answer to your email (even after checking your junk folder), it is possible our team didn’t have time to read your email.

We will then ask you to wait for 24hours (not including week-ends or bank holidays), and one of our team’s member will answer you! If your question concerns an urgent matter, we invite you to call us.

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How can I find my invoice with the VAT number?

 If you have an Acycles account, and you were logged in when placing the order, we invite you to go to your account-> my orders-> my invoices.

The invoice is automatically sent by email when you place an order, but if you cannot find it anymore and you do not have an Acycles account, you can of course contact us so we can send it to you again by email.
Attention: Make sure that the billing information you give us is the one you want to be showing on your invoice.
Indeed, the invoices are automatically generated with the date you enter, and cannot be modified.

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What are the promotional offers of the moment?

 You can find our special daily offers on the Acycles home page. You can also have access to these offer by clicking on the top right of the top menu bar. The slideshows on the home page are there to inform you of new arrivals, news and current offers.

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How do i use a discount code?

 The discount codes must be entered in the provided field before confirming your order. You can enter the code either in the shopping basket or on the last confirmation page. The discount will be deducted from the total amount to be paid and be visible on the totals shown.

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What if my discount code is not valid?

 Please contact our customer services to check the validity of your discount code or other abnormalities that may prevent you from using it.

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Free Returns

For the moment we are not able to offer free returns. However if you paid with Paypal then they do cover returns fees up to £15. Click on the Paypal image below to find out how it works.

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