Frequently asked Questions
What is our Quality Program?
We created our quality program with you in mind. We put ourselves in your shoes and asked ourselves, "What are my expectations when I buy a high-end used bike?" It was only then that we were able to create this. Now we are proud to offer the highest quality used bikes for sale on the Internet!
Our team of professional bike buyers sift through hundreds of used bikes a day and select only the highest quality. We also check every serial number to ensure that bike thieves can't resell stolen bikes. Basically, if a bike is stolen or damaged, you won't find it on our site.
PROFESSIONALLY INSPECTED AND TUNED
Each bike is inspected and tuned by our team of bike mechanics. Any potential problems are identified during our thorough 114-point inspection. If a bike does not meet our standards, we do not sell it on our site.
This inspection gives you peace of mind, but we go beyond that. Every certified pre-owned bike is professionally tuned before being carefully packaged for shipment.
If for any reason you're not satisfied with your purchase, don't worry. We offer 30-day returns on every used bike we sell.
For more information, contact us at email@example.com
Bike inspection and tune-up
We have the largest online certified pre-owned bike store in Europe. Our team of bike mechanics inspects and tune up every bike. Every problem is diagnosed and recorded during our thorough inspection. If a bike does not meet our strict criteria, we do not sell it on our site.
What if I have a problem with my purchase?
The Cyclist House takes great pride in the quality of the bikes we sell. We have a team of mechanics who meticulously inspect every part of the bike to ensure that everything is in order. This includes, but is not limited to, inspecting the frame for structural damage and replacing the brake pads and chain. Our team of photographers identify and photograph every imperfection so that you can see the actual condition of the bike.
Most of the bikes we sell are pre-owned and will have some wear and tear from previous use. We believe that these slight imperfections add to the character and history of the bike, which we hope will bring you as much joy as it did to us. We hope to find a new home for these exceptional bikes!
When you receive your bike, we want to exceed your expectations. If you receive your bike and find it does not meet your expectations, there is unexpected damage or cosmetic wear that you did not anticipate. Don't hesitate to contact the Customer Service team before conducting any repairs. We cannot guarantee a repair fee paid by the purchaser without prior approval from the customer service team. In the event that your bike requires repair, maintenance or a replacement part, we will do our best to find a solution.
You can send us an email at firstname.lastname@example.org or call us at +33 3 90 46 19 52.
Our customer service team is here to help you.
How to pack your bike before sending it?
So you sold your bike to The Cyclist House. Great! Now it's time to pack it and ship it.
If you've never packed a bike before, don't worry. This video will help you through the basic steps. We're using a city bike here, but note that the same instructions apply to virtually any other bike - road, gravel, cyclocross, etc. In addition, we've included some other tips and suggestions below.
IMPORTANT: Nothing should be loose in the box. When in doubt, stuff more!
Check out our video for more details.
More tips for packing your bike
Remove your accessories
If you're shipping a bike to The Cyclist House, remove and save your pedals, bottle cages, speedometer stands, panniers and any other accessories that are not part of your bike.
Frame and fork
Protect the frame of your bike from rubbing or coming into direct contact with the box, front wheel or handlebars. Chances are your frame is made of carbon fiber and we don't want it to be damaged in transit. Don't skimp on the foam padding (or bubble padding if you don't have one) and make sure it is securely attached to your frame.
Switch to the easiest front and rear gear combination before you start preparing your bike for shipping. This will protect the derailleurs during shipping. It is usually best to remove the rear derailleur, protect it carefully, and secure it to your frame with plenty of padding to separate it from the frame. This protects both your derailleur and the derailleur hanger from shock.
You will need to remove the front wheel to put your bike in the box. It is crucial to ensure that the front wheel is secured to the frame with padding at each point of contact to protect the frame. Transport damage often occurs when the front wheel hub contacts the frame. Position your wheel with the hub away from the down tube of your frame. Use a plastic cap on your hub to prevent it from falling through the packing carton.
As with your front wheel, your handlebars should be attached to the frame with sufficient padding. Try a few different orientations to position the shifters and brake levers on the side of the box. You may need to add padding to protect them.
Tighten it up!
Do not allow any part of your bike to move freely in the box. This is sure to cause damage. Use plastic clamps and padding to secure the whole thing.
Are carbon bikes with frame repairs still Certified Pre-Owned?
Absolutely! We stand behind every bike we sell.
All carbon bikes that have had a frame repair will have a photo of the repaired area and a detailed note in the Conditions tab of the bike's listing. These repairs are done by our expert partners, and come with a 5 year limited warranty.
After repair, the bikes are inspected, maintained and tuned in the same manner as all of our bikes and receive all the benefits of Certified Pre-Owned: Guaranteed buy-back, 30-day returns, and express shipping.
Does The Cyclist House have a physical store?
The Cyclist House is primarily a web-based company; therefore, we do not have a physical store. That being said, we do have a team of enthusiastic advisors who would be more than happy to help you find the perfect bike through our online inventory.
If you have any questions, please contact us at email@example.com or call us at +33 3 90 46 19 52.
Why do some bikes have non-original parts?
As we are a reseller, we get much of our inventory from riders who have sold us their bikes. Many of our bikes are customized or have been upgraded by their previous owners.
If you have any further questions, please do not hesitate to call us at +33 3 90 46 19 52, or send us an email at firstname.lastname@example.org. Our advisors are here to help you!
Is the bike I bought from The Cyclist House covered by a manufacturer's warranty?
As a reseller, most of our items are not covered by the manufacturer's warranty unless otherwise noted in the inventory.
However, if you are not satisfied with your purchase, we do offer a 30-day return policy. If you have any further questions, please see our return policy or contact email@example.com
Can I try a bike?
In order to process our orders as quickly as possible, all bikes are packaged at the time they are received into inventory. Therefore, we are unable to offer trial rides. Although we do not have a physical store, we are always happy to help customers find a bike by phone, email or chat.
If you have any further questions, please feel free to contact firstname.lastname@example.org
Are the pictures representative of the bike?
Yes! All of our photos are actual photos of the bikes for sale. We are very proud of our professional photographers and photo studio.
Will this bike fit me?
Making sure you choose the right frame size is one of the most important things when choosing a bike. It can mean the difference between a bike that is comfortable and enjoyable to ride every day and one that you barely want to ride.
Because of the nature of buying a bike on the Internet, it can be difficult to choose. However, there are some basic measurements you can use to give you a good indication of the size of the bike.
The simplest measurement to consider is the rider's height. You will find a size chart for each bike in our inventory to give you a rough estimate of the size you should be looking for. This is only an estimate, as different manufacturers and models may have different sizes.
The second measurement to take is your current or previous bike. If your current or previous bike fits you well, you can simply compare the measurements of your current bike with the bike you are interested in. The most important measurements to consider are: top tube length and seat post length. If these figures differ by more than 20 millimeters, it's likely that the frame won't fit you.
If you have any questions or need help, please contact our advisors by phone at +33 3 90 46 19 52 or by email at email@example.com
What is included in my purchase?
If you see an item you are interested in, you can find out what is included in your purchase under the Condition tab. Bikes are sold as shown and pedals are not included.
If you have any further questions, please call us at +33 3 90 46 19 52 or email us at firstname.lastname@example.org. Our consultants are available to answer your needs!
Opening hours and address
We do not have a physical store but we would be happy to guide you through your purchase by phone or email!
We offer pickup by appointment from 10am-2pm on Wednesdays and Saturdays. If you choose this option when you place your order, you will be prompted to make an appointment for pickup.
Our advisors are available to assist you Monday through Saturday, 9am to 6pm. You can reach us by phone at +33 3 90 46 19 52 or by email at email@example.com.
What is the Certified Pre-Owned guaranteed buyback?
The guaranteed buyback is an exclusive offer from The Cyclist House.
We guarantee the trade-in or buy-back value of your Certified Pre-Owned bike for 12 months. The guaranteed trade-in value of your bike is a credit to The Cyclist House and will be updated monthly until the offer expires. You can find out the value of your bike at any time by logging into your account at www.thecyclisthouse.com and accessing the My Certified Pre-Owned tab in your account.
Trade-in and sale criteria, as well as other terms, are included below:
- The bike must not have significant structural damage, such as a cracked or broken frame or wheel, whether or not it has been repaired.
- The bike must have its original paint and decals.
- If improvements have been made to the bike, the buy-back price will be adjusted to reflect this.
- If the bike's original parts have been removed and replaced with components or parts of lesser value, the buy-back price will be adjusted accordingly.
- To take advantage of The Cyclist House's guaranteed buyback program, the bike must be presented within 12 months of purchase.
- The trade-in value is a credit to The Cyclist House, but a cash buyback offer will also be included in our response to your request. On average, the cash buyback value is 13% less than the purchase credit.
- The credit or cash payment for the bike will be issued upon receipt and inspection of the bike by The Cyclist House.
- The Cyclist House's decision to purchase or not purchase bikes may be influenced at any time and without notice by, among other things, excess product availability, consumer demand, processing capacity and general market conditions.
- This offer applies only to Certified Pre-Owned bikes purchased from The Cyclist House.
- For more information, including important legal terms that apply to this program, please see our Terms of Service.
Need help choosing your next bike? Contact a Cyclist House advisor at +33 3 90 46 19 52 or by email at firstname.lastname@example.org.
Sell or trade your Certified Pre-Owned bike
When you purchase a Certified Pre-Owned bike from The Cyclist House, we do everything we can to ensure your satisfaction. The trade-in value of your bike is always available in your account on our website.
However, if you decide to sell your old bike back to us rather than trade it in for a new one, we will do a cash buyback. Please note that the cash buyback value is on average 13% lower than the exchange value.
How does it work?
- After the first 30 days of owning your bike (The Cyclist House offers a no hassle return policy for the first 30 days), the trade-in value of your bike will appear in your account on our site.
- The bike's trade-in value will be updated each month until eligibility expires after 12 months.
- When you decide to purchase your next bike, you can initiate the redemption or exchange process through your account on our site.
- Any improvements to your bike will be reviewed by The Cyclist House trade-in team and the price will be adjusted accordingly.
- After reviewing your request, our team will respond with an offer expressed in three terms:
1. Guaranteed trade-in for a voucher at The Cyclist House : Redeemable gift cards at The Cyclist House are issued within two business days of arrival and inspection of the item. However, due to the speed at which our inventory changes, we understand that you may want to buy and sell at the same time. In this case, please make your purchase and once we have received and inspected your bike, we will refund the value of your bike.
2. Guaranteed trade-in for a voucher from a partner : Vouchers redeemable at one of our partner stores are issued within two business days of the arrival and inspection of the item.
3. Guaranteed trade-in for a bank transfer : Cash offers are paid by PayPal or bank transfer. Paypal payments are sent directly to the email address of your account. Payment will be made within 5-7 business days after arrival and inspection of the item.
- Once we have received and inspected your bike, we will proceed with payment.
Payment and Returns
What payment methods are accepted on the site?
You can only pay by credit card or bank card: Visa®, MasterCard®, American Express®, Maestro®, JCB®. You will have to indicate your credit or bank card number as well as its expiration date and the cryptogram on the page provided for this purpose.
The payment by Paypal is authorized in all Europe.
Is my payment secure?
All transactions made on our site are secure. The presence of a padlock next to the address of the page beginning with "https" indicates that you are in a secure environment.
Thanks to the 3DSecure system, the security of payments made with Visa® and Mastercard® is enhanced by the "Verified by Visa®" and "MasterCard® SecureCode" payment methods. You can find more information on the 3DSecure system under "What is 3DSecure? How can I pay with it?
In addition, we have security measures in place to protect the personal information you provide from unauthorized access and use. Please keep in mind, however, that the transmission of data over the Internet is never 100% secure and that any information you provide online can potentially be collected and used by someone other than the intended recipient.
When will my credit card be charged?
Cards are not charged until the order has been confirmed. However, a portion of the amount may be displayed as reserved upon checkout.
Do you accept international credit cards?
We accept international credit cards, however when you place your order you must enter your international billing address which is linked to your credit card.
Are the posted prices negotiable?
The prices listed on our website are our best prices and are not negotiable.
If the bike you are looking for is beyond your budget, trade in your current bike or sign up for our newsletter to get exclusive discounts!
We are responsible for all the bikes we sell.
You can buy from us with confidence. Every bike we sell is covered by a thirty (30) calendar day satisfaction guarantee. If you wish to return an item, please contact our team within 30 days of receiving your order. We will be happy to issue a full refund or store credit.
If we made a mistake or if the item you received does not match the description, there is no charge. Otherwise, a return shipping fee will be deducted from your refund (return shipping fee + 80€ cleaning and tune-up fee).
Returned products must be accompanied by their purchase invoice or a copy in case of partial return in order to process your refund efficiently.
Once the return request is initiated, we will send you the return instructions and the prepaid return label by email within 24 hours.
All returned items must be in the same condition as they were when you received them.
If you have any questions, you can email us at email@example.com or call us at +33 3 90 46 19 52.
Who do I contact if I have a problem with my delivery?
If you have any problems with the delivery of your bike such as shipping delays, packages being held or a change of address, please call our experts on +33 3 90 46 19 52.
Delivery times are from the moment we receive your order confirmation by email. Delivery times are 2 working days for all orders placed before 2pm GMT+1 and 3 working days for all orders placed after 2pm GMT+1.
Delivery in Metropolitan France and in the Principality of Monaco:
DHL Express or equivalent: delivery within 2 working days from Monday to Saturday.
Delivery in the United Kingdom, Germany, Belgium, Luxembourg, the Netherlands, Spain, Portugal, Italy, Ireland, Austria, Czech Republic, Finland, Denmark, Sweden:
DHL Express or equivalent: delivery within 4 working days of your order.
The signature of the recipient is required upon receipt of your package.
Pick up in store:
We offer in-store pickup by appointment only at our Quimper location from 10am to 2pm on Wednesdays and Saturdays. If you choose in-store pickup, you will be asked to schedule an appointment when you confirm your order.
Can I assemble the bike myself?
Our team of professionals works extremely hard to pack each bike safely.
Most bikes will be shipped with the handlebars, front wheel and seatpost removed.
Assembly of most bikes will only require 4, 5 and 6mm hex wrenches. If you have carbon fiber components, the use of a torque wrench is necessary to ensure that the components are not structurally damaged during assembly. Some bikes may require additional assembly.
The Cyclist House will not be held responsible for any damage that may occur during reassembly. We want to ensure your maximum safety and we do our best to provide you with quality components and service at unbeatable prices. Make sure your bike is assembled to the manufacturer's specifications to ensure your own safety.
Can I pick up my bike instead of having it delivered?
We offer pickup by appointment only at our Strasbourg location from 10am to 2pm on Wednesdays and Saturdays. If you choose in-store pickup, you will be asked to schedule an appointment when you confirm your order.
Can I put my order aside and ship it later?
The Cyclist House offers to set aside your order for up to two weeks after purchase.
If you would like to place your order on hold, please contact us at +33 3 90 46 19 52. Please note that your orders are shipped the same day or the next day and we will not be able to put them aside once shipped.
Can I change the delivery address of my order?
All orders are shipped the same day or the next day. If you need to change or modify the address of an order you have just placed, please call our Customer Service team on +33 3 90 46 19 52 as soon as possible.
We accept address changes whenever possible.
Sell // Trade
Sell // Trade
Q: What are the benefits of selling a bike through The Cyclist House?
R Selling a bike can be a stressful and difficult transaction. We want to change that! Our strong reputation in the cycling community, combined with our team's years of expertise, allows us to get you the best price for your bike quickly and easily, and give you peace of mind. The care and time we put into each bike allows us to guarantee a top quality used product to the future owner of your bike, while making your transaction simple and without surprises.
Q: What are the options for selling my bike?
R Your quote will include three options for selling your item:
-Voucher at The Cyclist House: the best choice if you want to trade in your bike for another bike or product from The Cyclist House.
-Gift certificate to a partner store: the best choice if you have your eye on a new bike at a local store.
-Bank transfer: the easiest way to turn your item into cash.
Please note that your offer cannot be split into multiple offer types and cannot be changed once your item has been received.
Q: How and when is the payment made?
R Once your bike or item has arrived at our facility and our mechanics have inspected it and verified that it is not damaged, your payment will be sent to you. This usually takes 3 business days. If the bike does not meet your description, The Cyclist House reserves the right to return it to you at your expense.
-Gift Cards at The Cyclist House: Redeemable gift cards at The Cyclist House are issued within two business days of arrival and inspection of the item. However, we understand that you may want to buy and sell at the same time because we have limited quantities and sizes in stock. In this case, please purchase the bike you want immediately. Once we receive and inspect your exchange item, we will issue your gift card. Please contact our experts at +33 3 90 46 19 52 or firstname.lastname@example.org to have this gift card applied to a purchase made within the previous two weeks.
-Partner Store Voucher: Vouchers redeemable at one of our partner stores are issued within three business days of receipt and inspection of the item.
-Bank transfer: Cash offers are paid by PayPal or bank transfer. Paypal payments are sent directly to the email address of your account. Payment will be made within three business days of arrival and inspection of the item.
Note: Vouchers are not redeemable for cash value.
Q: Who covers the shipping costs?
-Voucher from The Cyclist House: Your offer price includes the free use of our shipping label. Your bike is insured with our carrier, but any damage resulting from shipping will only be reimbursed if the bike was properly packaged, at the sole discretion of our carrier. At this time, we are not able to send a bike box or packing material. We strongly discourage the use of third party packing stations.
-Partner voucher: Your chosen business partner will handle the packaging and shipping.
-Bank transfer: Your offer price includes the use of our free shipping label. Your bike is insured with our carrier, but any damage resulting from shipping will only be reimbursed if the bike was properly packed, and this is at the sole discretion of our carrier. At this time, we are not able to send a bike box or packing material. We strongly discourage the use of third party packing stations.
Q: Are upgrades included in the offer?
R We use industry experts to carefully inspect each bike submitted, component by component, allowing us to accurately assess a bike that may be more valuable than a stock bike. Rather than using an algorithm, this method allows us to account for custom builds and expensive upgrades with aftermarket parts.
Please submit your bike in the configuration you wish to sell it in so that we can make the most accurate offer possible.
Q: How long is the offer valid for?
R Our offers are valid for 3 days to ensure the most competitive quote.
Q: How long does it take to get a quote on my bike?
R We will send you an estimate as soon as possible, often within one business day.
Q: Is the offer on my bike negotiable?
R No. Our team of expert buyers reviews each bike submitted individually and performs a daily market analysis so we can make our best offer.
Q: Can I drop my bike off, or do I have to ship it?
R All items must be shipped with the shipping label provided, which is emailed to you after your offer is accepted. We do not currently offer local drop-off, even for residents of the Finistère department.
Q: What does The Cyclist House look for in its inspection?
R Our cycle mechanics look for problems that would make the bike unsaleable, such as structural defects in the frame or wheels, or damage that affects the carbon. We are less concerned with normal wear and tear.
Q: Does the offer include small accessories such as pedals, cages, lights, etc?
R You may keep these items as they are not included in the final price unless specifically mentioned in the offer. All small parts will be removed and discarded upon receipt of the bike. We cannot return pedals, computer racks, bottle cages or other accessories left on the bike.
Q: Why does The Cyclist House collect my credentials?
R We are an industry leader and committed advocate for bike theft prevention. Every bike we inspect is verified via owner identification and bike serial number. Your information will remain confidential and secure.
Q: I don't live in France. Does The Cyclist House buy bikes from customers who do not live in France?
R Yes, we are able to buy bikes from customers outside of France. The process remains the same as for French residents.