Faqs
Livraison
Quel est le montant des frais de livraison ?
Nous offrons la livraison gratuite pour les commandes à partir de 99 euros dans l'UE.
Dans quels pays les livraisons sont-elles effectuées et combien de temps durent-elles ?
We ship to most locations worldwide. Please discover all destinations in our Shipping & Payment section.
Incoming orders are processed within 24 hours on weekdays and will be dispatched immediately. Our standard
shipping within the EU takes a total of 2 to 5 working days, outside the EU shipping takes 6 to 8 working
days. We always do our best to send your order as fast as possible on the way to you. Usually delivery
takes only a few days.
Comment la livraison est-elle affectée pendant les périodes de pointe ?
Due to a general high increase on order volumes during holidays, peak seasons and new releases, the
processing of your order may take up to 48 hours. We will do our best to ship your order as soon as
possible.
Comment puis-je suivre mon envoi ?
As soon as our warehouse sent out your order, you will receive a confirmation by mail with the tracking
link and all further details.
Quelle est la société chargée de la livraison ?
Nous livrons nos commandes avec UPS ou DHL.
Que se passe-t-il si mon colis n'a pas pu être livré ?
If for any reason your order could not be delivered to you, the package will be sent back to our
warehouse. As soon as we receive it back, we will immediately transfer the money back to your account.
Paiement
Quels sont les modes de paiement acceptés ?
We currently accept payments by Credit Card (Visa & Master Card), PayPal, Sofort, Google Pay and Apple
Pay. Amex and Discover cards are supported through the Paypal guest or member checkout. When paying by
credit card, your card is charged immediately after ordering. Upon receiving your order, we carry out a
standard pre-authorisation on your payment method to ensure there are sufficient funds to fulfill the
transaction. If the billing information is incorrect or incomplete, we may contact you for confirmation
before your order is shipped.
Dois-je payer des taxes et des droits de douane internationaux ?
When ordering within EU, all additional charges such as VAT/tax and duties are included in the given
price. When ordering outside EU, all prices exclude VAT/tax and duties. Price also excludes costs for
physical inspection at customs in countries where this is required. Please note that we cannot undervalue
orders, or mark them as a gift. Customs policies vary from country to country - please contact your local
customs office for further information. Note that sometimes custom agents may delay delivery of some
packages.
Quand serai-je facturé ?
If you pay with credit/debit card, your card will be authorized when you place your order, and you will
receive an email confirming that your order has been successful. We will not charge your card until we
process your order and ship it from our warehouse. If your card is not authorized, no charge will appear,
and you will be notified immediately on the screen that the payment was unsuccessful. You will be asked to
provide another method of payment. All other payment methods (PayPal, Sofort, Google Pay and Apple Pay)
debit your account immediately after the order is completed.
Commande
Puis-je annuler ou modifier ma commande ?
Once your order has been confirmed, it's not currently possible for you to change it prior to dispatch.
You have an option to cancel but you need to be quick about it. Please contact us immediately, and we will
do our best to fulfill your request. However we cannot promise that we will be able to cancel the delivery
if you have already received an e-mail confirmation stating that your order has already been shipped. For
additional information about cancelling your order, check our Returns Policy. If your order already has
been shipped, you will need to return the order to us.
Puis-je modifier mon adresse de livraison ?
We process our orders quickly. Therefore, for logistical reasons, no changes can be made.
Puis-je suivre ma commande ?
Yes, you will receive a tracking link in your shipping confirmation email. If you have not received your
tracking link, please contact us.
Mon lien de suivi ne fonctionne pas.
It can take up to 24 hours until the tracking link will be activated. Contact us if your link does not
work within that time.
I placed an order for multiple products and I have only received part of my order. What should I do?
In some cases we may not have been able to fulfill your full order due to lack of stock available. In
these instances you will receive an email from us letting you know as well as a full refund for that
product.
Puis-je retourner des articles soldés ?
Tous les articles soldés sont des ventes finales et ne peuvent être retournés.
Puis-je obtenir un ajustement de prix sur un article qui est maintenant en solde ?
Aucun ajustement de prix ne peut être effectué sur des achats antérieurs.
Faites-vous des comparaisons de prix avec d'autres détaillants en ligne ?
Nous n'offrons pas d'équivalence de prix.
Quelle est votre politique en matière d'assurance et de fraude ?
All shipping services used provide a tracking number and full insurance. Your shipment is secured up to a
value of goods until 600 €. The insurance is released and the responsibility passes to you when the parcel
service receives a signature. This includes the signature of a third party. An order is considered
fulfilled at the time parcel service receives a signature. Ucon Acrobatics reserves the right to cancel
any order flagged by our fraud assessment software as a potential fraud.
Je n'ai pas reçu de confirmation de commande.
As soon as your order is placed, an order confirmation is sent to the email address you entered in the
checkout. If it is missing, please make sure you have provided the correct email address and double check
your email spam folder. If it’s still missing, there might be something wrong with the order. If so,
contact us and we’ll sort it out for you.
Comment puis-je savoir si je peux commander en toute sécurité ?
Your payment information is encrypted and protected with the highest security standards to transmit it
securely.
Retour
Puis-je retourner un produit qui ne me convient pas ?
Yes, all items except Sale items can be returned at your own expense if they have not been used. Please
contact our customer service if you would like to return an item. Upon return the goods will be inspected
and a refund made within 90 days (excluding original delivery charge). All goods returned must be as new,
unused and in their original packaging with all labels and hangtags. Please remember: Returns harm the
environment and are expensive. In the past, this caused an increase in shipping cost for all customers.
Quelle est votre politique de retour ?
Les articles ne peuvent être renvoyés à vos frais que si toutes les conditions suivantes sont remplies :
- le produit est neuf et n'a pas été utilisé
-
the product is being returned in the original packing, the packaging must not be damaged
- toutes les étiquettes sont encore attachées à ce produit
The goods will be refunded to your account after your return has been processed. Please ensure that you
keep the tracking number of the parcel service until you have received the refund.
Puis-je échanger mon produit contre un autre ?
We do not offer exchanges. If you don’t like your product and would like to replace by another one,
please send back the one you don’t like and place a new order in our store. We will credit you for the
returned product as soon as we receive it in the warehouse.
Quand recevrai-je mon remboursement ?
We process changes and returns within five to ten working days, unless we need more information from
you. Please note that at peak times (e.g. holidays or SALE), your refund may take up to three (3) days
longer. Once we have processed your return, we will refund you the invoice amount. The duration of the
refund depends on your payment method. Paypal credits will be visible on your Paypal account immediately
after our processing. Bank account credits will be visible on your bank account within five (5) business
days. Credit card credits can take up to fourteen (14) business days. If your refund exceeds this
timeframe, please contact us and your bank for more information.
Comment puis-je savoir que vous avez reçu mon retour ?
Use the tracking number on the return label to see if we have received your parcel. If you are unsure
about the status of your return, please contact us.
J'ai reçu les mauvais articles.
Si vous n'avez pas reçu les bons articles, contactez-nous en précisant les produits concernés.
Comment puis-je réclamer des produits défectueux ?
Please directly contact the sale channel you bought your product from (retail store or online store).
We can not accept returns which are not bought in our online shop.
Produits
Les sacs à dos sont-ils imperméables ?
Our products are strongly water-repellent and the materials are even waterproof. All fabrics are
equipped with an laminated foil on the inside from on TPU, PU or PVC which makes the material
impermeable up to a water pressure of 1.500 mm. However it is possible that by an extreme flow of water,
moisture could get in through seams and zippers. Therefore we speak of “water-repellent” and not
“waterproof”. We constantly try to improve these functions on our products. On many items we use
water-repellant zippers. Our cotton canvas is equipped with an eco-friendly silicone impregnation (DWR)
so that water does not penetrate into the fibers and just rolls off. Depending on the use this effect
might weaken after some time.
I would like to renew the water repellency. What products can I use for impregnating your materials?
Our cotton canvas (Original Series) is equipped with an eco-friendly silicone impregnation (DWR) so
that water does not penetrate into the fibers and just rolls off. Depending on the use this effect might
weaken after some time. If the water is on the fabric and that section begins to darken slightly, water
is making its way to the fibers and wetting them, it's time to revive your DWR finish by using a common
spray.
You can find this spray in sporting good stores or even a drug store around the corner. Follow the
instructions carefully and test it on a less obvious area first. You can apply such a DWR-impregnation
spray on all our products, except the one made from polyurethane (Lotus Series).
Vos produits sont-ils adaptés aux végétaliens ?
All Ucon Acrobatics products that are vegan-friendly. We do not use any real leather on our products.
Since a few months we are also an official partner of PETA and have the 'vegan approved' certificate.
Where can I see Ucon Acrobatics "live"? I would like to check the quality before buying
We currently sell our collection in over 400 retail stores worldwide and growing season after season.
From Berlin via Singapore to Japan - in our Store Locator you will hopefully find a store near by.
J'ai vu un article qui semble ne plus être en stock
Some of our most desirable products are running out of stock very quickly, so be quick before it’s
gone. However, some of our products are running styles which will be frequently restocked. Keep an eye
on the shop or visit our 'Store Locator' to contact a retail store near you.
Les aimants posent-ils des problèmes pour mes appareils électroniques ?
Cameras, vehicle keys, memory cards, USD sticks, CD’s, DVD’s, cell phones and smart phones contain
non-magnetic storage media. Therefore, static magnetic fields near those devices can not delete data or
permanently damage them. However, compact laptop hard drives and credit cards are more sensitive towards
permanent magnets. When in doubt, keep these devices away from magnets.
Mon produit est sale. Quelle est la meilleure façon de le nettoyer ?
Clean with a damp cloth if necessary. Please do not bleach, tumble dry and iron. Our cotton based
products are treated with a durable water repellent (DWR) finish on silicone base. This finish can be
removed if rubbed too much. If the water sits on the fabric and that section begins to darken slightly,
water is making its way to the fibers and wetting them. It's time to revive your DWR finish by using a
common spray based on silicone.
You can find this spray in sporting good stores or even a drug store around the corner. Follow the
instructions carefully and test it on a less obvious area first. You can apply such a DWR-impregnation
spray on all our products, except the one made from polyurethane (Lotus Series).
The product I'm looking for is sold out. How do I know when it will be back in stock?
Normally we reorder our items very quickly. The best way is to click on the "Notify" button next to the
product. In addition, you will always be informed about the latest product developments via our
newsletter.
La couleur de la "série originale" s'estompe-t-elle ?
For our 'Original Series' material (16oz cotton) we follow the DIN norm 'colour fastness against
rubbing' (ISO 105-X12:2016). The material is additionally provided with a water- and dirt-repellent
impregnation based on environmentally friendly silicone. Unfortunately, it cannot be completely
guaranteed that a dark material will not rub off on light-coloured clothing, because materials in darker
colours tend to have a lower resistance to abrasion than materials in lighter colours.
Commerce de gros
J'aimerais vendre des produits Ucon Acrobatics. Qui dois-je contacter ?
Ucon Acrobatics is currently distributed in 34 countries through 26 international distributions. In
order for us to direct you to the sales representative in your territory, please provide us with the
name and location of your store, pictures of your shop and other brands you carry.
E-Mail:
Hello@Ucon-Acrobatics.com
Tel: 0049 30 892 048 63
If you have any other questions, you are always welcome to email us at Hello@Ucon-Acrobatics.com. Our
customer support operates 10:00–16:00 CET on all weekdays except for German public holidays.