Customer Service

CUSTOMER SERVICE

See below for information on Ordering, Shipping, Returns, VAT, and Promo Codes.
For Terms&Conditions and Privacy Policy, click here.

Ordering:

HOW TO ORDER ?

There are 2 ways to order from Cyclefilm:

Online via cyclefilm.com
Via Snail Mail:
Cyclefilm
Rappoz 6A
87477 Sulzberg
GERMANY

Sorry, no telephone ordering available at this time.

HOW TO PAY ?

There are 3 ways to pay for your goods:

Via your Paypal account (preferred option)
With any major Credit Card using Paypal (online only)
With Personal Cheques (snail mail)

How does the order process work?

Select an item you like from the choice available in the Cyclefilm Shop
Click the ‘Add to Basket’ Button
You will be taken to the Paypal site where you will see your shopping cart.
Cyclefilm’s parent company Synapse Seven Ltd will handle the transaction in Paypal
Click the ‘Continue Shopping’ Button to return to the Cyclefilm Shop or press the ‘Proceed to Checkout’ Button to move the order process along.
Sign in to Paypal, create a new account or pay directly with any major credit card.
Follow the Paypal instructions until you have confirmed your order.

VAT (Value Added Tax)

All prices include VAT at the UK rate of 17.5%. We always charge VAT at the UK rate and pay it to UK Customs and Excise. Although customers from the Channel Islands do not have to pay VAT, Cyclefilm is unable to deduct it from the order so it is collected and passed on to Customs and Excise. VAT is not included to orders outside the E.U.

Shipping:

Where does Cyclefilm deliver to?

We deliver Worldwide.

What delivery methods are used?

Royal Mail (UK & Worldwide)
Deutsche Post (Germany)

What’s the estimated delivery time?

UK & Germany: 3-5 working days or 1-2 working days for Priority Delivery
Rest of World: 5-10 working days or 2-3 working days for Priority Delivery

What are the delivery charges?

Worldwide delivery is included in the item price.

Returns:

What if I’m unhappy with the item I received or have accidentally ordered the wrong goods?

Cyclefilm will happily refund the cost of the good or exchange for a comparable item under the following circumstances:

DVDs are unopened and still in their original shrink-wrap
T-Shirts are unused, in sellable condition, original packaging and all labels attached
The item is returned to us within 21 days of purchase

What if an item arrives damaged, defective, or is delivered incorrectly?

Cyclefilm will happily refund the cost of the good, exchange for a new item or re-deliver the correct order. Please notify us within 14 days of receipt at orders@cyclefilm.com

Who pays for postage on returned items?

If you return an item, which doesn’t fit or was order due to a mistake on your part, you will need to pay the return postage cost.
If you return an item, which was faulty or damaged on delivery, we will cover the return postage cost. Please indicate the return charge on or in the return package as well as contact us via email orders@cyclefilm.com to receive your refund of the postage cost.
Credit card refunds will be made on the day we receive the goods back and providing we are satisfied that the goods are in an acceptable condition.
We aim to process Returns on the day they arrive
To cover yourself against loss, we recommend you send the items with registered post.
We do not charge restocking fees.

Where do I return items to?

Cyclefilm
Rappolz 6A
87477 Sulzberg
GERMANY

Promotional Codes:

Cyclefilm is currently accepting all Promotional Codes in circulation. Simply enter your code during the payment process for a refund. Details on the usage and refund process can be found in the Terms & Conditions. Please read before you place your order.

Please note:
Cyclefilm reserves the right to amend the Shipping Policy from time to time to reflect 3rd party rate adjustments and other relevant charges without prior notice.