We’d love to hear from you! If you have any questions or concerns, don’t hesitate to contact us.
For all questions, special requests, customer care and press inquiries, please contact us at:
The Cyclist is a project by product designer and cycling enthusiast Julie Thissen
+ What materials do you use for the collection of bags?
The bags are made of various materials. All the bags feature elements made of leather and elements made of retroreflective material. We only use first quality, Italian leather. Some of the bags in our collection also feature elements made of textile on their outer shell. This is a very strong textile which is waterproof and especially resistant to wear. Other materials include strong waterproof tarpaulin and waterproof lining textile. All the various models come with metal zips of the highest quality, with polished metal teeth that ensure that they open and close smoothly. You will find specifications about the materials used in the various bags when clicking on their description in the shop section.
+ What materials do you use for the collection of scarves?
The fabric used for our scarves is made of 100% wool. The retro-reflective pattern applied on top of the textile is pressed using an industrial technique, meaning it is durably attached to the textile and resists very well to washing.
+ How should I care for my The Cyclist bag?
The bags of the cyclist are made of various materials. All the bags feature elements made of leather and elements made of retro reflective material. We only use first quality, Italian leather. Some of the bags in our collection also feature elements made of textile on their outer shell. This is a very strong textile which is waterproof and especially resistant to wear. Other materials include strong waterproof tarpaulin and waterproof lining textile. All the various models come with metal zippers of the highest quality, with polished metal teeth that ensure that they open and close smoothly.
With time, leather takes on a natural patina that will keep its beautiful qualities if you look after it with care. Wipe your bag with a damp, soft cloth once in a while to remove dust and dirt. Avoid exposing your bag to extreme light, heat, or intense rain showers. Your bag can take some rain, but please be aware that long and repeated exposure to heavy rain showers will alter the leather’s surface. In case of contact with liquids, dry the leather immediately with a clean, soft cloth. Do not use high-heat measures such as a hairdryer to dry your bag. Also, do not place it on top of or close to a heater to let it dry, this will damage the leather.
When you are not using your bag and in particular when storing it for a longer time, please protect it with the dustbag which it was delivered in. We recommend to stuff the bag to maintain its original shape. To do so, use blank paper such as silk paper, baking paper or otherwise clean bubble wrap. Do not use newspaper as this will stain the bag.
We recommend using a waterproofing spray or a mild leather cream to protect the leather areas of your bag. Do always test the cream or spray on a hidden area of the bag. Scratches in the leather may be treated with shoe polish or a colorless shoe creme.
+ How should I care for my The Cyclist scarf?
The fabric of your scarf is made up of 100% wool. To prevent any fading of color or changes in the texture of the textile, we recommend bringing your scarf to a dry cleaner to have it chemically cleaned (all solvents except thrichlorethylene).
Do not soak, machine wash, bleach or tumble dry your scarf.
You may iron the scarf at a low temperature. Please remember to always iron the scarf with the retroreflective pattern facing down, this pattern should never touch the iron directly.
If necessary, the scarf may exceptionally be washed by hand in cold water with a mild soap and dried horizontally and away from direct sunlight. However, we do not recommend doing this on a regular base, as this might slightly fade the colors of the textile.
+ Where are the products from The Cyclist made?
Our studio is based in Rotterdam, The Netherlands, where we design all the items in our collection. We like to keep the production of all our products close to home, while at the same time working with the best possible manufacturers. Some of our products are made in The Netherlands and others are made a little bit further away, but all products are made in Europe. Our leather comes from Italy, our zippers are custom made in The Netherlands and all other materials are sourced in The Netherlands when possible.
+ Where do you ship to?
We ship worldwide.
+ Which payment methods do you accept?
We accept credit cards and Ideal.
+ Can I get a VAT invoice?
Yes of course. Each order comes with a VAT invoice, you will receive it by email after your order has been confirmed.
+ Do I have to pay duties and taxes?
Please note that all international customers (outside of the EU) are liable to be asked to pay country/state import duties and taxes at the time of delivery of the parcel. Unfortunately this is not within our control and depends on your local customs duties. If additional taxes and fees apply when your package reaches your local customs, these charges are at your own expense.
+ How can I change my delivery address?
All purchases are shipped according to customer’s specified address, provided when placing the order.
Orders are usually processed within 1-3 business days. If we have already shipped out your order, we will not be able to make any changes to the delivery address. If you would like to make changes to your delivery address, please notify us by email as quickly as possible. We will only be able to make changes to the delivery address if the order is not shipped out yet.
Orders may not be shipped to P.O. boxes addresses. We are not responsible for items delivered to incorrect shipping addresses. In the case a shipment is returned to us due to an incorrect shipping address, the new shipping charge is at the expense of the customer.
+ How do I cancel my order?
You are free to cancel your order and get a full refund up until the product has been shipped out. To do so, please notify us as quickly as possible by email. Once the order has been shipped out, it will not be possible to cancel the order. It may however be returned, please have a look the return sections here below.
+ When will my order be shipped out?
Orders of items which are in stock will be processed within 1 to 3 business days upon payment approval, excluding holidays. However, please note that The Cyclist is a small brand and we do not mass produce the items of our collection. Therefore, our stock is small and items can sometimes temporarily be out of stock. Should this be the case, we will notify you by e-mail as it will take more time before we can deliver your order. If you wish to know more about delivery times of any of our products before placing an order, do not hesitate to send an email to: email@example.com.
+ How long will the shipping take?
Shipping times range from 1 up to 14 business days, depending on the destination country. Shipping time is estimated at 1-3 business days within the Netherlands, 3-6 business days within Europe and 6-14 business days worldwide.
All packages are insured and have their own tracking code. You will receive an email as soon as your package is shipped out. Shipping time is not within our control. We cannot be held responsible for delay and/or damage caused by the shipping company.
Please note that all international customers (outside the EU) are liable to be asked to pay country/state import duties and taxes at the time of delivery of your parcel.
For express deliveries, please have a look at the next question below.
+ I would like my order to be delivered before a specific date and it's urgent, anything that can be done?
All regular orders are shipped through our partner PostNL. However, if you wish to receive your order before a specific date which is drawing near, we can also ship your order through an express courrier such as FedEX or UPS. Please send an email before placing your order to: firstname.lastname@example.org.
+ How can I track my order?
Every order has its own tracking code, making it possible to follow the estimated delivery times. Once your order has been shipped, you will receive a shipping confirmation and a tracking code by email. Please visit PostNL to track your order.
+ How is my order packed/shipped and where do you ship from?
All bags are packed in a cotton dustbag and all scarves are packed in a neat box. This is then packaged safely in a neutral cardboard box and shipped from Rotterdam, The Netherlands. All orders will be shipped through our partner PostNL with insurance and tracking code. International orders will include an official invoice declaring the exact total of merchandise purchased in Euros.
+ How about shipping costs?
We ship Worldwide and fees and delivery times depend on the purchased items and the country of destination.
Please note that the cost of shipping is non-refundable. The cost of returning the product shall be for the account of the purchaser.
+ What is your return policy?
We want you to be fully satisfied with your purchase from The Cyclist. If you are unhappy with your order in any way, you may exchange or return your unused and undamaged purchase within 14 calendar days. Please send us an email with your order number and item you want to return at email@example.com, before you return your package.
Make sure that the item you will return is packaged as well as possible before sending it back. Items must be placed back in their original dustbag, unused and in a condition to be re-sold. All accurately returned products will be credited to the original purchaser's payment method excluding delivery costs. We will refund you as a soon as we receive the item and you will be informed by email when this has taken place.
Please note that all shipping, customs and insurance costs are non-refundable, and are at your expense. If a returned item is shipped internationally, mark it as "RETURNED GOODS" to avoid any Customs charges. We are not responsible for any charges imposed on packages returned by Customs. We are not responsible for any lost or stolen merchandise incurred upon return shipping. We recommend using a trackable shipping service and/or shipping insurance. If possible, please provide us with a tracking number for the return shipment.
Refunds will be processed through the same payment method as the one used to make the original purchase. Please allow up to 10 days for your refund to process. We reserve the right to refuse any returned item that does not meet our return policies.
+ What are your terms and conditions?
You will find our terms and conditions over here: terms and conditions.