How do I order something from Isaac Cycle?
Ordering Isaac Cycle products is very simple. Your order will have arrived before you know it!
1. Ordering your Isaac Cycle product
Look for the articles you need for your kit, bicycle, or for maintaining it. Order these products quickly and easily by clicking on the green button and putting the article in your shopping basket. Then choose whether you want to shop further or go to the checkout.
2. Log in via My Isaac Cycle
Do you already have a Isaac Cycle account? If you do, log in to your account and you can place your orders quicker.
Don’t have an account? No problem - you can place orders even without an account. We will, though, need some information from you. This takes just a few minutes and will help us process your order as quickly as possible. We advise that you create a Isaac Cycle account so that you have everything in one place, from your ordering history and returns, through to the shopping basket. It also takes less time for you to place your orders, because we already have your ordering details.
3. Check that your order is correct and pay
Have you already logged in, or have you filled in your personal details? It is now time to complete your payment. Select the payment method you wish to use and then check carefully that everything is correct!
Is everything correct? Then you can make your payment via the shopping basket. The faster you pay, the faster we can send your new Isaac Cycle purchases to you.
When do I know for certain that my order has gone through?
Of course, you want to know as soon as possible that your order has been successful. This is very easy to check. Once your order has been completed, you will receive an order confirmation email from us in your mailbox. This order confirmation is proof that the order has been successful.
However, sometimes you might have to wait a little while to receive this confirmation, in some cases up to an hour. If you have not received confirmation of your order after an hour, please contact our customer service department. We will help you find out what has happened to your order. Because our priority is your cycling pleasure!
Where can I find the details of my order?
It is, of course, always handy to be able to check your order details. To make things as easy as possible for you, you can find all your order details in one place under 'My Account'. You can find all your Isaac Cycle orders here and download them as PDFs. Ideal if you can't quite remember just what that handy Isaac Cycle article was that you were trying to think of.
If you place an order without an account, you can find the details on the invoice that we always send once the package has been dispatched.
Can I make any changes to orders that have already been placed?
Are you happy with Isaac Cycle order, but have you now discovered that you have made a mistake? No problem at all! As long as your order has not left our warehouse, you may change or cancel it at no extra cost. How do you know whether your package has left the warehouse? We always send a dispatch confirmation once your package has left our warehouse. Have you not yet received this confirmation? Then just contact the Isaac Cycle customer service department on +31 (0)46 457 27 98. We will be happy to help you change your order.
Can I cancel my Isaac Cycle order?
Of course, it is always possible that you want to cancel your order after all. And that's a pity, as our products stand for carefree cycling adventure. But even in this situation we are happy to help you. It's important that you don't delay, as our Isaac Cycle staff work hard to dispatch your orders quickly. Below are a number of options for cancelling your order.
If you have not yet received confirmation that your order has been dispatched, then just contact the Isaac Cycle customer service department on +31 (0)46 457 27 98. We will be pleased to help you cancel your order. Cancellations are processed free of charge.
If you have received confirmation that your order has been dispatched (that is, your order has left our warehouse), but it has not yet been delivered, you can refuse the order when it is delivered to your address. Inform the person making the delivery that you do not wish to receive it. Your package will then be returned to us. This option does not incur any charges. As soon as we have received the returned package, we will contact you to find a solution - by arranging for the correct products to be sent, for example, or by repaying the cost of the order into your bank account.
If you have already accepted the package from the person making the delivery, it's also no problem. Just return the package to us, and we will pay the postage costs. Returning a package is very easy. For more information, see our returns and service page.
How quickly will I receive a refund after cancelling my order?
You will naturally want to get your money back as soon as possible once you have cancelled your order of a Isaac Cycle product. Of course, we want to arrange this for you as quickly as possible, but we do have to wait until we have safely received your returned order. As soon as we have received the return package, we will process your refund. We undertake to refund your order payment within five working days after we have checked that all the returned products are in good order. If you have not heard from us after seven working days, please contact our customer service department so they can check the status of your refund processing.
What can I do when I accidentally ordered an item to many times?
If you have not yet received a dispatch confirmation, get in touch with our Isaac Cycle customer service department right away via 0031 (0) 46 457 27 98 or firstname.lastname@example.org. We will be happy to change your order.
If you have already received a dispatch confirmation, meaning your package has already been dispatched to your delivery address, it is unfortunately no longer possible to change your order. But even in this situation we will be happy to help you. Just contact our customer service department via 0031 (0)46 457 27 98 or email@example.com. We will help find a suitable solution for returning the products. Want to know more about returning products? Then go to our returns and service page.
Where can I find my invoices?
After ordering your Isaac Cycle products, we’ll always send you an order confirmation email. As soon as your order is dispatched, we will send your another email which will also contain the invoice.
To make things even easier for you, you can find an overview of all orders and invoices in your personal account. This way you can find all invoices in one place and see and print them as often as you like.
1. Go to 'My Isaac Cycle Account'.
2. Click on 'My orders'
3. You will now see an overview of all your orders.
4. Click on the order for the invoice you want to see.
5. Click on the button: Yes, I would like to receive the invoice again.
6. We will send the requested invoice as soon as possible by mail.
My payment has failed or declined. What now?
It may happen that your payment fails or is refused, which can be very annoying for you. Because of privacy regulations, we have no insight into the reasons for this. In case of a failed or refused payment, your order will be cancelled automatically and no money will be transferred from your bankaccount.
Do you want to replace your order? We advise you to check the following steps first:
• Do you have sufficient funds in your account?
• Is the credit limit sufficient?
• If you are paying by credit card, is the 3D secure code activated and properly set?
• Is the credit card blocked or expired?
If none of the above provide a solution, we advise you to contact your bank or credit card company as appropriate. They are able to give you the reason for the failure or refusal of the payment.
Do you still have questions about your unsuccessful or refused order? Feel free to contact us via our customer service.
When will my package be shipped?
We understand that you would like to receive your package as soon as possible. That is why we immediately to dispatch your package as soon as possible and you are able to go on the road with your new purchases. You will receive an order confirmation from us once the payment has been processed. We will start immediately and ship your package within one working day *. We will send you message to confirm dispatch, including invoice and Track & Trace code. You can use this Track & Trace code to see exactly when your Isaac Cycle package will arrive.
* ordered on weekdays before 5.00 pm.
How quickly do you deliver?
If you place your order on a working day before 5pm, you will receive your products in the Netherlands and Belgium the next day. You can use the Track & Trace code to track the shipment with a time indication of delivery. We wish you a lot of cycling fun with the new Isaac Cycle purchases.
Which delivery options do I have?
If you choose a standard delivery, we will send your order for free from € 50. Do you place an order not higher than €50? Then we set off shipping costs per order. Go to the Shipping and Delivery page to view the shipping costs per country.
I have received a wrong article. What now?
You can report receipt of an incorrect item by logging into My Isaac Cycle. Go to the heading, My Orders, and find your order for the incorrectly-delivered item. This is where you can report the incorrect delivery. We will then e-mail you all the information you need. This will include a return form, to enable you to return the item free of charge. When we receive the incorrectly-delivered item, we will dispatch the correct item to you on the same day.
If you do not have an Isaac Cycle account, we will of course also help you on your way. Please contact our customer service on 0031 (0) 46 457 27 98 or via firstname.lastname@example.org. If you pick up the invoice, we will immediately start working for a suitable solution.
What is the status of the shipment of my package?
To keep track of the status of your package, you will receive a Track & Trace code from us when your package leaves the warehouse. Via this code you can easily see when we deliver the package to you.
Do you deliver my package at once?
Unfortunately, we can not guarantee this. In order to stop you waiting for the rest of your order, there is a chance that we will deliver it in two shipments.
I have not received my package. What now?
We find it very disappointing to hear that you have not received your order. Of course we are happy help and ensure that you receive the package as soon as possible. How do you report this to us? Log in to My Isaac Cycle and search for the heading My orders. Then, go to the order concerned and report it as lost. We will respond as soon as possible and re-dispatch your order to you.
If you do not have an Isaac Cycle account. please contact our customer service on 0031 (0) 46 457 27 98 or via email@example.com. Keep your invoice of the order at hand. This way we know immediately which order it is and we can still send you the Isaac Cycle items.
How do I return items?
You want to return one of your Isaac Cycle purchases for some reason. We make this very easy for you. Log into your My Isaac Cycle account and scroll to 'My Orders'. Search for the relevant order and click to the right of the product to report your return. You have a choice from the following options:
• I have received an incorrect item.
• I am not satisfied with the item.
• I have not received this item.
• My Isaac Cycle item is faulty.
If you do not have an Isaac Cycle account, we will of course be happy to help. In that case, please contact our customer service department on 0031 (0)46 457 27 98 or at firstname.lastname@example.org. If you have your invoice to hand, we can immediately set to work on your problem.
How long do I have to return items?
Our aim is to enable you to really enjoy cycling. However, there are occasions when you realise after a short time that your Isaac Cycle item is not quite right for you. No problem: we offer you a 14-day period to think things ovr. You can return our Isaac Cycle products up to 14 days after the date of purchase.
But what happens if a Isaac Cycle product develops a fault? We offer you a full two-year guarantee from the date of purchase. Always keep your invoice safe and we can arrange a acceptable solution.
Do I have to pay to return items?
No, the good news is that you do not need to pay to return Isaac Cycle items. We consider this to be part of our service so you can enjoy our products to the full.
What is the return address?
If you use our return form, you will have the address immediately to hand. This form is all you need to return items to us. Our aim is to make things as easy as possible! You can find our return address below.
6161 RB Geleen
How quickly will you process my return?
As soon as we receive your return shipment, we will be ready and waiting to start work. We will do our best to process your shipment as quickly as possible. Occasionally, this can take longer because of thorough checking of the products, but you can expect us to process it within three working days. We will notify you by e-mail when this has been done.
Where should I send my return shipment from?
Would you like to post a return shipment but are unsure where you should do this? In order to make things as convenient as possible for you, we have a partnership with PostNL postal service. Thanks to this partnership, you can hand in your package at numerous outlets all over the Netherlands. On the PostNL website it is easy to search for the nearest PostNL Pakketpunt and to return the items free of charge using the return form enclosed.
How quickly will I receive my refund after returning items?
After receiving and processing your return shipment, we will e-mail you to notify you that it has been fully processed. Of course, we then need to take another step: refunding your money to your bank account. This will take up to a maximum of fourteen days. It can be quicker – who knows, you may even receive your refund the next day. Please note, we are allowed to wait with refund until we have received the products, or until you have indicated that you have sent them.
How do I track my return shipment?
Interested in finding out how to track your return shipment? After you have handed it in at the PostNL Pakketpunt, you will be issued with a receipt for the shipment. There will be a Track & Trace code on it. You can use this code to track your shipment and be sure that we receive the package in good order.
You have not received my return shipment. What now?
This is not supposed to happen. If you have not received notification of receipt via Track & Code within five working days, there may be an issue with the shipment of the package. In that case, we advise you to contact our customer service department on 0031 (0)46 457 27 98 or at email@example.com. Have the return shipment receipt to hand and we will work with you to find a acceptable solution for this annoying situation.
As soon as you finalise the return report, we will e-mail you all the information you need. This will include a return form, to enable you to return the item free of charge. When we receive the returned item, we will send you the correct item on the same day.
How do I create an account?
We are happy to hear that you’ve became an Isaac Cycle customer! Did you know that as a customer you can take advantage of all kinds of benefits? You can easily create an account on our Isaac Cycle website. Welcome!
1. Click on the 'Menu' button in the top left-hand corner of the screen and then on the 'Login' button.
2. This will open a screen where you can log in or register as a new customer.
3. Go to ‘New Customer’ and click on the button ‘Proceed as a new customer’.
4. Make sure you fill in all your details correctly.
5. Once you have completed the registration process, you can now order from Isaac Cycle and register your Isaac frame.
How can I change my details?
Do you have a new address or telephone number? You can easily change your personal details in 'My Account'. Log in to your account and then go to 'My Details'. You can also change your password here.
How do you handle my personal information?
We attach great importance to keep your personal details personal. That is why we handle your data carefully. We do all we can to maintain the privacy of your personal data and we never share it with any third party.
If you have a complaint about our products or our service, you can contact us via firstname.lastname@example.org. You receive a response from us within 14 days of receiving your complaint. If you do not agree with the solution, you can submit your complaint to the Disputes Committee via the European ODR Platform: https://ec.europa.eu/consumers/odr/.
Help, I’ve forgotten my password!
You can easily request a new password at any time. Go to the login screen. Go to the login screen by clicking on the 'Menu' button in the top left-hand corner and after that on the 'Login' button. Here, you will find a link ‘I have forgotten my password'. Click on the link and enter your email address in the field provided. In a few moments you will receive an email with instructions for resetting your password.
I want to change my password. How do I do this?
You can change your Isaac Cycle password quickly and easily. Log in to your account and go to ‘My details’. Here, you will find all your personal details. Click on 'Change Password' and follow the instructions to change your password.
When you purchase your Isaac Cycle order, you have the option to exchange a valid discount code. Of course pay attention to the conditions that apply to the relevant discount code.
It is very easy to use your discount code. You enter this at one of the last steps of the order. This is the 'Payment method' step. Here you choose your payment method and then fill out the discount code. Then you see the discount in the payment overview. This way you can be sure that we have processed your discount in the order.
Then click on order and we will send the order as soon as possible!