Frequently asked questions

Shipping Policy

Shipping costs are strictly separate from product prices and are transparently displayed at checkout. Our shipping rates are based on a weight-based general profile for components, accessories, and apparel, combined with secure flat-rate profiles for technical products (framesets, complete bikes, wheelsets). For multiple-item orders, shipping fees naturally accumulate to cover ad-valorem insurance and the required protective packaging for your gear.

Our Specialized Carriers:

Colissimo & Chronopost: For standard home delivery of components, framesets, and wheelsets.

Mondial Relay: Only available for lightweight components and accessories eligible for pickup point collection. For safety reasons and to avoid any risk of damage or oversized package refusal, complete bikes, framesets, and wheelsets are not eligible for pickup point delivery.

Geodis: Freight carrier specialized in oversized cargo, mandatorily used for the shipment of all our complete bikes.

Transit and Inspection at the Montpellier Workshop

All our frames, complete bikes, AND all CYKL components must transit through our workshop in Montpellier. Every frame and bike is assembled and customized on-site. CYKL components as well as select partner brands (such as Elitewheels wheelsets or Cybrei cranksets) also transit through our workshop prior to being shipped to you.

Direct Partner Shipping (Short Circuit)

For certain accessories and standard CNC-machined parts from our retail catalog (notably chainrings and cranksets from our partner Stone), shipping may be fulfilled directly from the partner brand's logistics warehouse in Asia. This direct route applies exclusively to machined parts that require no prior assembly in our workshop, thereby reducing transit times and minimizing the carbon footprint of double transport.

Mixed Orders and Split Shipping

If your cart contains items immediately available at our Montpellier workshop alongside items requiring lead time (Pre-order products or stock held by our international partners), CYKL defaults to split shipping:

Priority Shipment: In-stock components and gear at the workshop are shipped to you immediately without delay—unless you specify otherwise.

Secondary Shipment: Frames, bikes, or components on pre-order or requiring custom preparation are shipped in a second dispatch as soon as they are received.

"Pre-order" Status

The "Pre-order" label indicates that the item (or one of its components) is currently en route to our Montpellier workshop or temporarily out of stock.

Additional Transit Time: Confirming a pre-order initiates the item's shipment to our workshop. This adds an estimated average lead time of 15 to 20 business days. This timeframe covers international transit from our specialized partners' workshops to Montpellier, receiving, quality control inspection, and final dispatch to your address.

Logistics Disclaimer: This 15 to 20 business day timeframe is an observed statistical average. CYKL has no direct control over international freight transit speeds or customs clearance delays. These lead times are provided for informational purposes only and do not constitute a contractual guarantee. No order cancellations or claims resulting from delays beyond this estimated timeframe will be accepted.

International, Customs & Taxes

We ship our frames, components, and bikes worldwide. For all deliveries outside the European Union (Non-EU, including the UK, Switzerland, and overseas territories), the following import conditions apply:

Taxes and Duties Payable by the Customer: Prices are displayed exclusive of local import taxes. All customs duties, local value-added taxes (import VAT), customs brokerage fees, and local import taxes required by the destination country are the sole responsibility of the recipient. CYKL has no control over sovereign tax policies and cannot estimate these amounts in advance.

Delivery Refusal: If the recipient refuses delivery upon presentation (specifically due to refusal to pay customs fees), or if the package is returned due to lack of clearance/claim, the full cost of actual round-trip shipping, as well as any customs duties and processing fees charged to CYKL for repatriating the goods, will be directly and fully deducted from the order refund.

Receiving Protocol

The technical integrity of your equipment is our top priority. Upon delivery—especially for bike shipments via Geodis or wheels and frames via Chronopost—adhering to the inspection protocol is mandatory to validate transit insurance coverage:

1. Immediate Inspection in Carrier's Presence: Before signing the delivery slip (paper or electronic terminal), you must inspect the outer condition of the box, security tape, and internal contents. The carrier is legally obligated to allow you time to perform this check.
2. Specific Written Reservations: In the event of observed damage (crushed, torn, or punctured packaging, impact marks, scratched or cracked components), you must write explicit, detailed, and specific reservations on the delivery slip (e.g., "Box punctured on right side, frame headtube scratched due to impact").
   Note: The generic phrase "subject to unpacking" holds no legal value and invalidates any recourse against the carrier.
3. 48-Hour Workshop Notification: Any transport damage properly documented on the delivery slip must be reported in writing to our technical support team at contact@cykl.store within a strict deadline of 48 business hours, accompanied by clear photos of the packaging, shipping label, and damaged equipment. Without explicit and detailed reservations recorded upon delivery, the shipment is legally deemed delivered in perfect condition, and no transport-related claims or warranty requests will be accepted thereafter.

WITHDRAWAL PERIOD – Limited for PERSONALIZED AND CUSTOM-MADE products
Pursuant to Article L.221-28 of the Consumer Code, you have a period of fourteen (14) days from receipt of the product(s) to exercise your right of withdrawal without having to provide a reason for your decision.
Any product that is incomplete or damaged following handling other than that necessary to establish its nature, characteristics and proper functioning will not be refunded.
CYKL Bicycles will reimburse you for all sums paid, including delivery costs, no later than fourteen (14) days from the date on which you received the Product(s) sent via the payment method used when placing the order, unless you agree to use another payment method.
However, in accordance with article L.221-28 of the Consumer Code, the right of withdrawal cannot be exercised for:

• The supply of goods made to the consumer's specifications or clearly personalized, such as Products in the CUSTOMIZED and PERSONALIZED category.
• The supply of goods that are likely to deteriorate or expire rapidly, such as, but not limited to, carbon components, which are fragile in nature. Thus, carbon handlebars and forks cannot be returned once fitted and used.
• The supply of goods which have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection.

Therefore, the Buyer is particularly informed that no returns on the basis of L.221-28 of the Consumer Code may be made on PERSONALIZED AND CUSTOM-MADE Products, as described above.

5.2 Reimbursement period and terms
Exercising the right of withdrawal will result in a refund made by the means used by the Buyer when paying for the order, with the exception of “cash on delivery” payments which will be subject to a refund by bank transfer once the Buyer has provided CYKL with their bank details (IBAN and BIC).
The refund will be made no later than fourteen (14) days from the date on which CYKL was informed of the Buyer's decision to withdraw.

Refund Policy

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your request is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Delays or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Then contact your bank.

There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at contact@cykl.store.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

CYKL Payment and Financing Options

Transaction Security

3D Secure 2.0: Mandatory strong authentication in compliance with the European PSD2 directive.

PCI-DSS Protocol: Your banking data is processed through secure servers and is never stored by CYKL.

Immediate Validation: Priority order processing for card payments and mobile solutions.

Payment Methods Summary

Mobile and Instant Payments

We integrate Apple Pay, Google Pay, and Revolut Pay. These technologies allow for validation via biometric identification, eliminating the risks associated with entering banking details online.

Bank Transfer: Validation Procedure

For high-value transactions or orders outside the Eurozone, bank transfer remains the most stable method. Our banking details (IBAN/BIC) will be provided to you during the checkout process.

Long-Term Financing with Cofidis

To help you bring your future CYKL bike to life, we offer a financing solution in partnership with Cofidis. This option allows you to spread the payment of your equipment over 12 to 48 months.

Rate (APR): Defined on a case-by-case basis by Cofidis, depending on the selected duration and your borrower profile.

Flexibility: Choice of monthly installments adapted to your budget.

Simplicity: 100% online financing request with an instant decision in principle.

Financing Disclaimer: The granting of credit is subject to the review and final acceptance of your application by our financial partner Cofidis. CYKL acts as a non-exclusive credit intermediary and does not participate in the decision to grant or refuse financing, nor in defining the interest rate applied.

MANDATORY LEGAL NOTICE: A credit agreement is binding and must be repaid. Check your repayment capacity before committing.

Security and Legal Protection

All transactions performed on the CYKL store are protected by end-to-end SSL encryption. In accordance with legislation regarding personalized or custom-built products, we remind you that the right of withdrawal does not apply once the production of the frame has been validated.