Help & FAQs

We completely get it, we change our minds too!

You can contact our customer support with your order details, and we'll assist you.

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

Absolutely! We take care of the hard work for you. All bikes are delivered fully assembled and ready to ride.

Our team of professional mechanics assembles each bike at our workshop. They go through a meticulous quality check process to ensure your bike is in perfect condition when it reaches you.

Yes, we offer free delivery on all orders above AED 100 within the UAE. It's our way of making your shopping experience even more enjoyable.

We are proud to offer fast delivery within the UAE. Most orders are delivered within 2 to 4 working days. Remote Areas may take slightly longer.

Absolutely! We take care of the hard work for you. All bikes are delivered fully assembled and ready to ride.

Our team of professional mechanics assembles each bike at our workshop. They go through a meticulous quality check process to ensure your bike is in perfect condition when it reaches you.

With SMSA Express as our ground shipping partner, most orders within Saudi Arabia are delivered within 7 to 10 business days after dispatch. Please note that delivery times may vary based on the specific location and any potential customs clearance procedures.

Certainly! We provide tracking information for all orders shipped via SMSA Express to Saudi Arabia. Once your order is on its way, we'll share the tracking details with you, allowing you to follow the progress of your package until it reaches your designated address.

The shipping costs for orders to Saudi Arabia are calculated based on the package weight and the delivery location within the country. During the checkout process, you'll have visibility into the shipping cost before finalizing your purchase.

While we, as the seller, do not charge Value Added Tax (VAT) or duties for orders shipped to Saudi Arabia, it is important to note that the forwarder (SMSA Express) or the customs authorities may impose applicable VAT or customs duties on the shipment. These charges, if any, are the responsibility of the customer and will be collected by SMSA Express or the relevant authorities upon delivery or as per their standard procedures. We recommend checking with SMSA Express or the customs office in KSA for more information on any potential VAT or duties that may apply to your order. Rest assured, we will continue to provide transparency in our pricing and strive to make your shopping experience as smooth as possible.

While uncommon, shipping delays or rare occurrences of lost packages may happen. In such cases, please contact our customer support team, and we will collaborate with SMSA Express to address the situation promptly, ensuring you receive your order or are provided with an appropriate solution.

At this time, we primarily offer ground shipping via SMSA Express for orders within Saudi Arabia. If you require faster delivery, we recommend considering our expedited shipping option through DHL Express. With DHL Express, you can enjoy quicker transit times for your order. Please note that additional fees may apply for expedited shipping, and the exact delivery timeframe will be provided during checkout. For urgent deliveries, DHL Express is an excellent choice to ensure your package reaches you promptly.

If you have any specific delivery instructions or preferences, such as leaving the package at a specific location, kindly mention them in the order notes during checkout. We'll do our best to accommodate your request and ensure a smooth delivery experience.

With DHL Express as our international shipping partner, we can ship to almost every country in the world. Our global reach ensures that customers from different continents can enjoy our products with ease.

DHL Express provides fast and reliable international shipping services. Most international orders are delivered within 3 to 5 business days after dispatch. However, please note that shipping times may vary depending on the destination and any customs clearance procedures.

Shipping costs for international orders are calculated based on the destination country and the weight of the package. During the checkout process, you will be able to view the shipping cost before finalizing your purchase.

Absolutely! We provide tracking information for all international orders shipped via DHL Express. Once your order is dispatched, we'll send you an email with the tracking details, so you can monitor your package's journey until it reaches you.

Import taxes and customs duties may apply to some international orders depending on the country's regulations. Please note that these charges are the responsibility of the recipient, and we recommend checking with your local customs office for more information on any potential fees.

Yes, we understand that some customers may require their orders urgently. We offer expedited shipping options for international orders through DHL Express, which ensures even quicker delivery times. Additional fees may apply for expedited shipping.

While rare, if your order is lost or damaged during transit, please contact our customer support team immediately. We will work closely with DHL Express to resolve the issue and ensure you receive a replacement or refund as applicable.

We accept a variety of payment methods for your convenience. You can make purchases using all major credit cards, including Visa and Mastercard. Additionally, we offer the option to pay using Apple Pay for seamless and secure transactions.

Absolutely! We have integrated Apple Pay as a convenient payment option for our customers who prefer using their Apple devices for quick and secure transactions.

Your security is our top priority. We use industry-standard encryption and secure payment gateways to ensure your credit and debit card information is protected during transactions. You can shop with confidence on our website.

As part of our commitment to security, we do not store your credit card information on our servers. All payment details are handled securely by our trusted payment processors to guarantee your privacy.

We primarily accept payments in AED (United Arab Emirates Dirham) for orders within the UAE. If you are an international customer, your credit or debit card will be charged in your local currency based on the prevailing exchange rates.

Yes, we provide installment payment options for your convenience. We have partnered with Tabby, Tamara and Amazon Payment Services to offer flexible installment plans that allow you to split your purchase into manageable payments.

Tabby offers interest-free installment plans, meaning you won't incur any additional charges or interest on your payments. The installment amounts will be clearly displayed during the checkout process, ensuring transparency in your payment schedule.

Tabby installment payment option is available for eligible orders meeting the required criteria. However, please note that the maximum limit for Tabby installment is AED 8000. Orders above this limit may not qualify for the installment payment option. We recommend checking the eligibility of your order during the checkout process.

If you have any other questions or need further assistance regarding payment options or any other aspect of your order, please feel free to reach out to our dedicated customer support team. We're here to make your shopping experience as smooth and enjoyable as possible. Happy shopping!

Items must be returned within 14 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging. Click here to access our Return Center

Refunds are processed within 7 days from when we receive the item(s).

Yes, the return policy differs for international orders. For customers within the UAE, we offer free returns within 14 days of purchase. However, for international orders, the customer is responsible for bearing the return shipping costs.

Once we receive the returned item and inspect it, we aim to process the refund within 10 days or exchange within a reasonable time frame. However, please note that the actual time it takes for the refund to reflect in your account may vary depending on your payment method and financial institution.

If you receive a damaged or defective item, please contact our customer support team immediately. We will assist you in resolving the issue promptly, whether through a replacement, refund, or exchange, depending on the situation.

We do not charge any restocking fees within the UAE. Your satisfaction is our priority, and we want you to have a hassle-free return experience.

Are you unsure about the ideal present to give? Opt for a Gift Card – it's the ideal choice. To purchase, simply click on the link provided below and choose the value. Once you've made the purchase, the card will be emailed directly to the recipient. Alternatively, you can choose to receive the voucher in your own email to pass along personally. Please note that Gift Vouchers are only valid for a period of six months. To buy a Gift Voucher, please click here.

Redeeming your Gift Card is straightforward. You will have received a unique code with your Gift Card. When you're ready to make a purchase, enter this code in the designated area on the Shopping Cart page. The value of the Gift Card will be automatically subtracted from your total purchase amount.

location where I can visit and shop? No, we operate solely as an online store and do not have a physical retail location. Our entire selection of products is available on our website, cyclesouq.com, where you can shop 24/7 at your convenience. We are dedicated to providing a seamless online shopping experience, complete with detailed product information, customer reviews, and responsive customer service to assist you with any questions you might have. For more assistance, feel free to contact our customer support team.