1. How long does my order take?

Your order will be delivered by us within 7 working days. You will automatically be kept informed of the status. If you have any questions, you can always contact our customer service.

2. How does delivery by Cycloon bicycle couriers work?

Our parcels are delivered in more than 60 cities by Cycloon bicycle couriers, or by their local bicycle courier partners. The reason is simple: we want our products delivered green and fast. And with a bicycle, you don't pollute anything! Discover here in which cities they are already cycling.

3. My parcel has been pre-announced. What does this mean?

A pre-announcement is an announcement that you have ordered from our webshop and that the parcel will be delivered to Cycloon, so that they can deliver it. This way they know which parcels they can expect on a given day. As soon as they have received your parcel, they will email you with the expected delivery time.

4. From your store to my front door: how does that work?

All articles we send are picked up from us with sustainable transport and taken to the Cycloon sorting centre. With sustainable vehicles, the parcels are then transported to a hub on the outskirts of your city and transferred to a cargo bike. The last kilometres to your address are then cycled.

5. So not the entire journey of my parcel is done by bike?

Bicycle couriers cycle an average of about 100 km per day! However, long distances between cities can be better covered with sustainable vehicles. This way, all means of transport are used where they perform best: the car on the highway and the bicycle in the city.

6. Does those last few kilometres by bike make a difference in terms of CO2 reduction?

Yes, absolutely. The last kilometres in parcel delivery are precisely the most polluting kilometres. TNO has calculated that cycling only the last kilometres already leads to a CO2 reduction of 60% per parcel over the entire parcel journey! On average, 50% of the parcels from a typical webshop can be delivered by bicycle couriers. Just imagine what that means for the environment!

7. In which cities do those bicycle couriers cycle?

Bicycle couriers are already cycling in more than 60 cities in the Netherlands. Cycloon is working hard to further expand the number of cities, so that soon almost every Dutchman will have a bicycle courier at their doorstep. Discover here in which cities they are already cycling.

8. And in bad weather? Do they still cycle then?

Yep! Bicycle couriers are not deterred by a bit of wind and rain. They even have special wheels with spikes for when it snows or freezes. Only when conditions are so extreme that cycling is really not possible (code red), do the bicycles stay on their stands. You will then be kept informed via track & trace. This almost never happens.

9. If I place a super large order, can the bicycle courier take that with them?

You'd be surprised how much a bicycle courier can take with them. A cargo bike with a trailer has about as much space as an average delivery van.

10. When do the bicycle couriers deliver?

They usually deliver between 5 PM and 10 PM. That's when the chance of you being home is greatest, because many people work during the day or are at school then.

11. Can I track my order?

Yes, you can. You will receive an email with a track & trace code. Enter this code on the Cycloon website and you will know exactly the status of your order. We will also keep you informed by email.

12. Can I change the delivery day? Yes, absolutely! If you prefer to schedule a different delivery time, you can do so until 11 AM on the day of delivery via the track & trace page.

13. I accidentally entered the wrong address. Can I still change it?

Absolutely! If you prefer to have it delivered to a different address, you can change it until 11:00 AM on the day of delivery on Cycloon's track & trace page. You will receive your track & trace code by email.

14. And what if I'm not home?

If you are not home when the bicycle courier arrives at your door, he or she will try to deliver your parcel to your neighbours. You will then receive a card in your letterbox with the house number where you can pick up your parcel. If it doesn't work with your neighbours either? Then they will simply try again the next weekday evening between 5 PM and 10 PM.

15. Why was my parcel returned?

There are three possible reasons why Cycloon returns your parcel to the sender:
1. They have offered the parcel three times, but unfortunately you were not home. 2. The address was not filled in correctly, so they cannot deliver the parcel to the correct person.
3. The parcel was refused at the door. Questions? Please call us, as we have received the parcel back.

16. Why is my parcel not delivered by a bicycle courier?

Unfortunately, Cycloon's bicycle couriers are not yet available everywhere in the Netherlands. It may therefore be that their car courier partner delivers your parcel. Cycloon is very critical in selecting its partners for rural areas. The track & trace message you receive will state whether your parcel will be delivered by bicycle or by a car courier partner.