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Frequently Asked Questions
Who are we?
The Cyclist House was created in May 2020 by 3 entrepreneurs with a passion for cycling. Learn more about the team.
The company is registered with the RCS of Strasbourg. All bikes sold on our website are stored in our own warehouse near Strasbourg.
Do you have a physical store?
The Cyclist House is a 100% online store. Bikes are sold exclusively on our website. However we work with stores across Europe who can assist you with the assembly and maintenance of your bikes.
How to contact The Cyclist House?
We are available Monday through Saturday, from 9am to 7pm.
You can reach us at
- by phone at +33 3 90 46 19 52
- by WhatsApp at +33 3 90 46 19 52
- by email firstname.lastname@example.org
- by chat on the website www.thecyclisthouse.com
What is a Certified Pre-Owned bike ?
Where do the bikes sold by The Cyclist House come from?
We buy used bikes from individuals, stores and manufacturers across Europe. Each bike has a unique story. Some bikes have never been ridden but have minor cosmetic defects when they arrive in the store, others have had several owners and thousands of miles on them. Each transaction is documented and we make sure that the origin of the bikes is legitimate. If there is any doubt about the origin, we do not buy the bike.
Inspection and tuning: what operations are performed on used bikes?
When a bike arrives at The Cyclist House, it is thoroughly washed and inspected from top to bottom to identify any defects. Our professional mechanics are used to working on high-end bikes and our standards are high. Each bike is Certified Pre-Owned and has been inspected and tuned in 114 steps. Our goal is to provide you with a used bike in perfect condition, ready to ride as soon as you receive it. During the inspection, if we find that the bike does not meet our high standards, we will not put it up for sale on the site.
Our mechanics inspect the following items:
- Frame integrity (looking for interior and exterior cracks).
- bottom bracket and Headset (adjusting tensions, checking bearings)
- wheels (spokes, rims, tires, tubes)
- braking system (pads, hydraulic system draining, calipers, cables and sheaths)
- transmission (chain, cables and sheaths, chainrings, cassette)
- engine, batteries and operation of electrical components (power sensors, groups)
Each component whose wear is higher than 50% is systematically replaced.
How to know the exact condition of the bike before buying it?
Each bike is precisely described on the technical data sheet that can be found on each product page. The defects of the bike (scratches, paint chips) are visible on the photos of the product page.
The components of each bike are rated on a scale of 1 (very poor condition) to 10 (like new). The overall bike condition score is the average of these individual components and allows you to determine the overall wear of the bike. We only sell bikes with a condition score above 7.
10/10 : like new
These bikes are in perfect condition, often right out of the manufacturer's box. Original stickers, parts and accessories are included. Frame and wheels may have minor defects or scratches from shipping or in-store demos. Transmission, levers, steering components and suspension (if applicable) are in perfect condition.
9/10: excellent condition
Although these bikes have a few miles on them, they remain in excellent condition. The frame and wheels show slight signs of wear with minor scuffs and scratches - no paint chipping. The transmission shows light wear but there is no damage to the derailleurs, shifters or levers. The steering components have light wear, mostly on the grips or the steering tape. Handlebar. Bikes with suspension have minor scuffs and scratches on the fork and shocks.
8/10: very good condition
These bikes have some wear and tear but no major damage. The frame may have some minor paint loss, scratches and/or scrapes. The wheels may also have minor surface damage to the rims, spokes and/or hubs. The drivetrain may have wear from normal use and there will be minor scratches and scuffs on the derailleurs, shifters and levers. The steering components, seat and lower suspension (if applicable) may also have surface scratches and scuffs.
7/10: good condition
Bikes in this category have moderate wear. Although the frame and wheels will have surface scratches, scuffs and/or paint loss, they will not be structurally damaged. Frames may have very minor dents. The transmission shows moderate to heavy wear. The HandlebarStem, derailleurs and levers have moderate scratches or scuffs, and the seat may have slight tears. If the bike has a suspension, these components will have scratches and scuffs. The fork may have small scratches.
How can I be sure that the bike is not stolen, or that it is not a counterfeit?
We check each serial number to ensure that the bikes are registered by the manufacturers. We ask for the original invoices to fight against stolen bikes. If there is any doubt about the origin of a bike, we systematically refuse it.
Are carbon bikes with frame repairs still guaranteed?
Absolutely! We guarantee the quality of each bike sold on our website.
If a carbon bike has undergone a frame repair, the information is specified on the product sheet and a photo of the repaired area allows you to visualize the extent of the repair. These repairs are performed by our expert partners and are covered by a 5-year limited warranty. After repair, the bikes are inspected, maintained and adjusted in the same way as all our bikes and benefit from all the guarantees of The Cyclist House: guaranteed buy-back, return within 30 days, 1 year warranty.
Why do some bikes have non-original parts?
As a dealer specializing in used bikes, the majority of our available inventory comes from riders who have sold their bikes to us after 1 to 3 years of use. Many of our bikes are customized or have been upgraded by their previous owners. No matter how the bike is assembled, we inspect the quality and condition of each component individually to give you the pleasure of riding machines in perfect mechanical condition.
Buy a Certified Pre-Owned bike from The Cyclist House
What countries do you deliver to?
We deliver to most European Union member countries. You'll be able to select the country of delivery at the beginning of the check-out process
What is included in the 1 year warranty?
The warranty applies to all structural parts of the bicycle: frame, electronics, battery and motor. All warranty exclusions from the manufacturer are also excluded from The Cyclist House warranty. Defects caused by misuse or lack of maintenance of the bicycle are not covered.
How to activate the warranty in case of damage?
In case of damage, if your bike is still covered by the warranty, please contact our customer service to describe the problem. A cycle expert will accompany you for the diagnosis by phone to confirm that the damage is covered by the warranty. If necessary, we will direct you to the nearest partner to take care of the repair.
Is my Certified Pre-Owned bike covered by the manufacturer's warranty?
Most manufacturer's warranties are only available to the original owner of the bike. As a retailer specializing in used bikes, most of our items are not covered by the manufacturer's warranty, unless otherwise stated on the product sheet.
Are the pictures representative of the bike I will buy?
All photos and videos on the data sheets are taken in our warehouse, after the bikes have been cleaned and inspected. We do not use the manufacturers' catalog photos. Each photo represents the bike we sell: components, colors, possible accessories, precise condition. We take pictures of the slightest defect so that you have no surprises when you receive your order.
What is included in the price displayed on the site?
The price displayed on each product sheet corresponds to the price of the complete bike as it is presented on the sheet. In case of doubt, we describe all the components of the bike on each product sheet.
The price displayed does NOT include :
- additional options: component change, maintenance pack, insurance...
What is the guaranteed buy-back?
The guaranteed buyback is an exclusive offer from The Cyclist House.
We guarantee the trade-in or buy-back value of your bike for 12 months. The guaranteed buyback value is a voucher valid at The Cyclist House and is adjusted monthly as the offer expires. You can find out the value of your buyback offer at any time by contacting our customer service by email or phone.
Can I try the bike before I buy it?
In order to process orders as quickly as possible, all bikes are packaged as soon as they pass inspection. Therefore, we cannot offer trial rides, even if you come to our warehouse.
Each bike has a 30-day trial period, during which you can return the bike if it doesn't fit.
If you are unsure about the size of a bike, our team is available to guide you by phone, email or chat.
How do I know what size to choose?
Making sure you choose the right frame size is one of the most important things you can do when choosing a bike. It can mean the difference between a bike that's comfortable and enjoyable to ride every day and one that sits in the garage.
We have written a complete guide on this subject if you need more information: choosing your bike size.
Do I have to assemble the bike myself?
Most bikes are shipped with the handlebars, front wheel and seatpost removed.
Assembly of most bikes will only require 4, 5 and 6mm hex wrenches, delivered with the bike. If any of the components are carbon fiber, the use of a torque wrench is highly recommended to avoid damage during assembly. Some bikes may require additional assembly. We provide a detailed assembly guide with each bike and our experts are available to assist you if needed.
The Cyclist House will not be held responsible for any damage that may occur during assembly. If you have any doubts when assembling the bike, please do not hesitate to contact our team by phone or WhatsApp.
Can you deliver the bike assembled and adjusted to my posture?
If you don't want to assemble the bike yourself, you can choose to have it delivered to a partner store that will assemble the bike and adjust it to your measurements. Most partners also offer postural studies to ensure that the bike is optimally adjusted to your posture.
These services are not included in the listed price and will be charged extra.
Can I put my order aside for shipping at a later date?
The Cyclist House offers to hold your order for up to two weeks after purchase.
If you would like to hold your order, please contact us at the time of purchase by phone or email. 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.
Is it possible to modify some of the bike's components?
If you have found a bike you like but would like to modify one or more components, please contact our customer service department who will handle requests on a case by case basis. Additional charges will apply for modifications. The delivery date of the bike will be impacted by several days to several weeks depending on the availability of the requested components.
Do you sell frames alone?
We occasionally have frames in stock. You can find them in our "Frames" collection.
Payment and Returns
What payment methods are accepted on the site?
Orders can be paid immediately on the site by credit card (Visa, Mastercard, American Express, Maestro, JCB) or Paypal.
We also offer the possibility to pay by bank transfer. In this case, you will receive by email the bank details of The Cyclist House. The transfer must be done within 48 hours, otherwise the ordered products will be put back in stock and your order will be cancelled.
Can I pay in installments ?
You can choose to pay in several installments at the time of the order via our partners Paypal, Klarna or Alma.
For the time being, payment in instalments is only possible for orders of 3,000 euros or less. If you wish to pay in installments for an order over 3,000 euros, please contact our customer service department, which will set up a customized solution.
Payment in installments is free of charge for the customer.
Is the 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 reinforced by the "Verified by Visa" and "MasterCard SecureCode" payment methods.
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. In this case it is necessary to provide an international billing address linked to the payment card used.
Are the prices displayed negotiable?
The prices shown are not negotiable. If you have a crush on a bike that is beyond your budget, you can offer us to take back your old bike in exchange for a voucher.
Can I return the bike if it doesn't suit me?
If, for any reason, you are not satisfied with your purchase, don't worry. Every bike we sell is covered by a 30-day satisfaction guarantee from the date of invoice. If you wish to return an item, please contact our team within 30 days of receiving your order.
Requests submitted after the 30-day period cannot be considered.
Once we have received the returned products and checked their condition, we will refund the order. We will only refund the amount equivalent to the standard delivery charge, regardless of the delivery option you have chosen.
Whatever the reason for the return, you will be responsible for the cost of returning the goods to us, plus a €80 restocking fee.
Products must be returned in the condition in which they were delivered and in the original, undamaged packaging.
Once the return request has been confirmed, we will send you return instructions and a pre-paid returns label by email within 48 hours.
If we find that the product is not in its original condition, we reserve the right to refund only part of the order.
I have a problem with my order
Tracking the delivery of my order
As soon as your order is confirmed, you will receive the delivery tracking link by email. If you do not receive this email, or if the information seems inaccurate, please contact our customer service.
I want to change the delivery address
We accept address changes whenever possible. Once your order has been picked up by the carrier, it is no longer possible to change the delivery address.
If you wish to change the address of an order you have just placed, please contact our customer service within 24 hours. We cannot commit ourselves on the possibility of changing the address because some orders are shipped the same day.
I haven't heard anything about the delivery of my bike
For any question regarding the delivery of your order, please refer to the tracking messages sent by the carrier. In case of a problem, our customer service will help you find a solution as soon as possible.
I received my bike but it does not correspond to what I bought
Once you have received your bike, you have 7 days to check that everything corresponds to your order. In the event of a problem, please contact our customer service team as soon as possible to give a precise description of the item(s) that do not correspond to your order.
The bike was damaged during transport
If the package is damaged, please take pictures at the time of delivery by the carrier, before opening the box.
We pack each bike very carefully to protect them as much as possible during shipping. Please open the box to check for any damage inside.
Once you have checked the box, please contact our customer service department and they will offer you a solution according to the level of damage you have suffered.
Selling a used bike at The Cyclist House
How do I pack my bike before sending it?
You have sold your bike to The Cyclist House, congratulations! Now it's time to pack it and ship it.
Remove all accessories: pedals, bottle cages, GPS holders, panniers...
If you've never packed a bike before, you can follow the steps outlined in our video "How to pack a bike to send it by mail”.
IMPORTANT: Nothing should be loose in the box. If in doubt, stuff more!
For more tips, we invite you to read the dedicated article: How to pack your bike before sending it?
How does the bike exchange work?
The Cyclist House offers you to estimate the value of your bike. To do so, simply fill out the form available on the page Sell // Exchange and submit information about the condition of the bike and its components.
Our team checks each bike. If your bike matches our current selection criteria, you will receive a trade-in offer within 48 hours. The offer is valid for 3 days. Payment is in the form of a voucher valid for 1 year for any purchase on our website with no minimum order amount.
If you accept the trade-in offer, you will receive a pre-paid delivery note for the bike. You can also drop off your bike to a partner who will take care of the packaging and shipping. In this case, our customer service will give you the address of the nearest partner.
As soon as the bike arrives in our warehouse, it is checked by one of our mechanics. If the condition of the bike is as declared on the form, the voucher will be issued within 24 hours.
If the condition of the bike does not conform, the trade-in offer can be revised. If you do not accept the revised offer, the bike will be returned to you at your expense.
How does the bike sale work?
The Cyclist House also offers trade-in against a bank transfer directly to your account. This offer is subject to conditions, The Cyclist House reserves the right to discontinue this offer without notice.
What is a partner store of The Cyclist House?
Partner stores are physical outlets where you can drop off your used bike for a trade-in, or pick up a Certified Pre-Owned bike by The Cyclist House, assembled and adjusted to your measurements.
I want to become a member of the partner network
You are a store manager and you would like to join our network to offer your customers The Cyclist House used bike trade-in service? Contact our team for a presentation meeting.