How does coverage work?
Premium Protection goes beyond standard carrier liability, covering your bike for up to 6 000 € in case of loss or damage during transit.
Why standard carrier liability may not be enough
Under the CMR Convention that governs road freight in Europe, standard carrier liability is calculated by weight, at roughly 10 € per kilogram. A 20 kg bike worth 3 000 € would only be covered for about 200 €, however much it is actually worth.
Up to 6 000 €
Coverage for the value you declare for your bike, not for what it weighs.
Photo-verified
Pre-shipment photos document your bike's condition, making claims straightforward.
Reviewed in 2 business days
Most claims are assessed within 2 business days. A complex case can take up to 14 days.
Claims reviewed by experienced bike mechanics
Every claim is reviewed by our in-house team of experienced bicycle mechanics who understand bikes inside and out. They assess damage based on your pre-shipment photos, the delivery condition, and their deep knowledge of frame integrity, component wear, and packaging standards.
This means your claim is not handled by a generic support agent reading from a script. Our mechanics can tell the difference between transit damage and pre-existing wear, evaluate whether a carbon frame is structurally compromised, and recommend fair repair or replacement costs based on real market knowledge.
We hire mechanics with hands-on workshop experience because we believe claims should be assessed by people who actually work on bikes, not by people who have never turned a wrench.
Your part: pack it properly, hand it over in person
Packing the bike securely is your responsibility, and it is a condition of every claim. We give you the box, the guidance and the checklist, but you are the one who packs the bike, and damage caused by packing that does not follow our guidance is not covered.
Packing
- Use the buycycle box or your own sturdy, rigid cardboard bike box. A bike bag, soft case, or suitcase is not accepted and voids coverage.
- Disassemble, wrap, and protect the bike as the packaging guide describes, including the frame, fork, and any vulnerable parts.
- Keep the wheels off the frame. Separate and protect them so they cannot rub, press, or knock against it in transit.
- Fill every empty space with padding so nothing can shift inside the box.
- Tape the box shut along every seam before handover.
Handover: never leave the bike unattended
Hand the box to the driver and wait for the collection scan, and make sure someone is there to receive and inspect it at delivery. A box left on a doorstep, in a garden or garage, with a neighbour or concierge, or in any so-called safe place with no recorded handover is not covered, at either end. A scan at an approved carrier pickup or drop-off point does count as a handover. Without a recorded handover there is no proof the bike ever reached the carrier, which is why this one is absolute.
We look at your photos before the shipment is collected, and we may hold your label while we do. If something is wrong we tell you and you can repack and upload again. If it cannot be fixed in time, we take Premium Protection off that shipment and you choose: cancel for a full refund, or ship on with the protection fee refunded and only the carrier's standard liability. We never keep the fee for a shipment we have taken coverage off.
Document your bike before shipping
Seven photos are required to activate your coverage, and all seven must be uploaded before your shipping label is generated. They are the evidence of your bike's condition, and without them a claim cannot be processed.
Step 1: Before packing (3 photos)
Left (drive) side
Fully assembled bike showing drivetrain, cranks, and frame.
Right (non-drive) side
Fully assembled bike showing frame, brakes, and non-drive components.
Wrapped in front of box
Wrapped components laid out in front of the open box.
Step 2: Sealed box (4 photos)
Inside the box
Wrapped bike positioned inside before sealing.
Box front view
Fully sealed box from the front, all seams taped.
Box side view
Sealed box from the side, properly closed on all edges.
Order ID on box
Your order ID written clearly on the exterior.
How the claims process works
Always accept the delivery, even if the box looks damaged. You then have 48 hours from the carrier's recorded delivery to inspect the bike and report any damage through your shipment dashboard. That clock starts at delivery, not when you first get to the bike, and a delay or a repeat delivery attempt never extends it.
Come to us, not to the carrier. We hold the contract with UPS, FedEx and the rest, and we open and run the carrier claim for you. Please do not file, settle, or withdraw a claim with a carrier yourself, and tell us if one contacts you. If going direct costs us the ability to recover, it can reduce what we are able to pay you, to that extent.
We deal with the person who booked and paid for the shipment, and we pay only them, to the card or account they paid with. If your bike is going to a buyer or anyone else, they cannot claim and we cannot discuss the shipment with them: ask them for the photos, the repair quote, and anything else we need, and send it to us yourself.
Step 1
Review
Our bike mechanics compare your pre-shipment photos against the reported damage to understand what happened.
Step 2
Investigation
We work with our carrier partners to determine what occurred during transit and gather any additional evidence.
Step 3
Resolution
We fund the approved repairs, or refund your declared value where the bike is lost or beyond economical repair. Approved payments reach you within 14 days.
What may be covered
- Loss in transit, refunded up to the value you declared
- Physical damage caused in transit, paid as approved repairs against an itemised bike-shop invoice
- Total loss, where the repair cost reaches your declared value or the bike cannot be safely repaired, settled as a refund of the declared value
What is not covered
- A bike left unattended at pickup or delivery with no recorded handover
- Packing that does not follow our guidance, and any bike bag, soft case, or other non-rigid packaging
- Missing, unclear, reused, or mismatched photos, or photos uploaded after the label was generated
- An inaccurate, false, or inflated declared value
- Pre-existing damage, normal wear and tear, and cosmetic marks that do not affect function
- Damage reported more than 48 hours after delivery
- Delay in transit, and any loss that follows from it, such as a missed sale or event
Important conditions
All seven pre-shipment photos must be uploaded before the label is generated
Declare the genuine current market value of your used bike, at least 250 € and at most 6 000 €
Do not use or ride the bike while a claim is being processed
Do not carry out repairs before we have approved them in writing
Keep the original packaging and materials for inspection if requested
Respond to claim communications within 4 business days
Disclaimer
Premium Protection is a voluntary protection service that buycycle provides itself, to cover your bike beyond standard carrier liability. It is not a regulated financial product. This page explains how it works in plain language; the Premium Protection Terms are what govern a claim, and they set out the photo, packing, handover, and reporting conditions in full. buycycle assesses each claim on its own merits and may ask for further evidence before reaching a decision.
Read the Premium Protection Terms→Tarification simple et transparente
Aucun frais caché. Des tarifs fixes pour chaque itinéraire.
- Service porte-à-porte
- Suivi complet
- Protection en option jusqu'à 6 000 €
- Gestion douanière
Itinéraires au départ de la France
| Destination | Jours ouvrés | Prix par vélo |
|---|---|---|
| France | 1–3 | 59 € |
| République tchèque | 2–3 | 75 € |
| Pays-Bas | 2–3 | 75 € |
| Espagne | 2–3 | 75 € |
| Belgique | 1–2 | 75 € |
| Luxembourg | 5–10 | 75 € |