Shipping
We know that no one likes to pay for shipping! Once we’re large enough we hope to offer free shipping across the board but until then, here’s what we have in place:
Free shipping on all orders over £50.00 (incl. of VAT).
Orders under £50 (incl. of VAT) will be charged a flat fee of £ 7.99 for shipping via DPD next day shipping.
Alternatively, if you’re close enough to us, why not collect for free? Simply select ‘Collect in Store’ at checkout. Our team will contact you to when your order is ready for collection from our location below:
Cycle Culture
64 Upper Tooting Road
London SW17 7PB
Please note ‘Click and Collect’ is not available for made to order items, most bulky items, and furniture products. Estimated delivery lead times for our furniture items will be provided on the product listing. This is an estimate and delivery times may be shorter or delayed. We encourage our customers to reach out regarding availability prior to placing an order for our furniture range.
We are unable to redirect orders once they have been dispatched. It is the customer’s responsibility to ensure the correct delivery address is provided at checkout. CYC Living will not be responsible for a parcel going missing or returned due to incorrect information being provided.
Returns
We want you to love your purchase. In the rare event you don’t, you can return any complete, unused, undamaged item for a refund minus the cost of return shipping. Certain exclusions apply*.
*Exclusions:
A number of our goods on offer are handmade and will have some product variation in size and appearance. While we endeavour to give detailed product descriptions for each item, please understand that slight variations are not considered to be a defect.
Made to order items, customised furniture and plants are final sale items. Washed and/or used textiles, door mats and candles may not be returned. Please reach out before ordering if you require clarification.
To initiate a return, you must notify us via email within 14 days of receipt. Please send a note to info@cycliving.co.uk including: your name, order number and reason for return.
We will provide you a return label and instructions for your return. You will be responsible for the cost of returning your item(s) to us unless you received a faulty, damaged, or wrongly dispatched item.
Please note that the items are your responsibility until they reach us. To help prevent damage, repack the item with care using all the original packaging. We must receive the item within 28 days of receipt.
Once we receive the return, we will issue a refund to the original payment method within 10 business days. You will receive a refund email confirmation as soon as the refund has been issued.
In the rare event that an item received is faulty or damaged we will do our best to make this right. Please contact us to discuss your options.
Full Returns Policy
To initiate a return, you must notify us via email within 14 days of receipt. Send your return request to info@cycliving.co.uk including your name, order number and reason for return. Items must be returned to us within 28 days of receipt, undamaged and in their original packaging.
You are responsible for the cost of returning your items to us, unless you received a faulty, damaged, or wrongly dispatched item. Please contact at info@cycliving.co.uk if this is the case. If you return an item having claimed it was faulty, damaged or wrongly dispatched and we determine this is not the case, you will be responsible for return shipping costs.
Items must be repacked with care using all the original packaging, as the items are your responsibility until they reach us. Please ensure you package your return to prevent any damage to the items or boxes.
If the items are damaged on their way back to us due to poor packaging, we will not be able to issue a refund. A discretionary decision will be made in certain cases for a partial refund. The item can be sent back to you with shipping costs covered by you.
If an undamaged item is returned to us outside of the 28 day time frame, it will be in our discretion to issue or refuse a refund. Should a delay occur due to the carrier, we will take that into account.
We will inspect the returned items and will notify you of your refund via email. We aim to process returns as soon as possible. Please allow up to 10 working days from the day of receipt for your return to be processed.
We will refund any money owed using the same method originally used by you to pay for your purchase. If this is not possible, we will contact you via phone or email. You will receive a refund email confirmation as soon as the refund has been issued.
Returned items that are found to be used, damaged, marked or scratched will not be refunded or exchanged. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may, at our discretion, issue a partial refund. The item can be sent back to you with shipping costs covered by you.
If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know via email within 14 days of receipt. You will then need to return the whole order to us, at your own expense. Once we receive the whole order back we will issue a refund via your original method of payment.
Postage charges for returned products are the full responsibility of the purchaser and are non-refundable by CYC Living.
Please make sure to read all product descriptions on product variation due to their organic nature and/or being handmade.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible, and we will not be able to issue a replacement or a refund.
ITEMS THAT CANNOT BE RETURNED
We cannot accept returns of washed and/or used textiles, door mats or candles
Made to order items, customised furniture and plants cannot be returned nor refunded.
DAMAGED & FAULTY GOODS
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 14 days of receiving the parcel, or within 30 days should the fault develop after receipt.
You will need to send us pictures and/or videos of the damaged/faulty item prior to any refund or replacement being issued. If you cannot send us pictures and/or videos of the damage/fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage/fault, we will refund your return shipping costs. Please note we will only refund the collection cost we would be charged and issue a replacement (if in-stock) or a refund as appropriate.
Once we have received pictures and/or videos of the damage/fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.
If you are returning a faulty/damaged item to us, you must repackage this in the original packaging and send us a photo before we can arrange a free return.
Please note, under the Consumer Rights Act 2015, any manufacturing fault that occurs within 6 months of receiving your product, we will offer a replacement or a refund.
We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.