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SHIPPING

How much are the shipping costs?
Please find the detailed information about shipping costs and lead times in our Shipping & Payment section.

Which countries are you shipping to?
We ship to most locations worldwide. Please discover all destinations in our Shipping & Payment section.

How is shipping affected during peak periods?
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.

How can I track my shipment?
As soon as our warehouse sent out your order, you will receive a confirmation by mail with the tracking link and all further details.

What company are you shipping with?
We ship our orders exclusively with DHL, the most reliable parcel service in the world. We provide a tracking number and full insurance. Your shipment is secured up to a value of goods until 600 €. DHL tries to deliver your order three times, if they can’t get through to you they will deposit your package at the closest DHL office. All our prices indicated are Euro prices including the legal VAT (19%). The minimum order is 20 €. The standard delivery by DHL will take 1-4 working days, it depends from which country you order. Please allow up to two business days (not including weekends or holidays) for us to process your order. Processing time is required so that we can review your order information and prepare it for shipping. Exact shipping options and transit times will be provided at checkout.

What happens if my parcel could not be delivered?
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.


PAYMENT

What are the accepted payment methods?
We currently accept payments by Credit Card (Visa & Master Card), PayPal and Stripe. Amex and Discover cards are supported through the Paypal guest or member checkout. 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. We will only charge the pre-authorisation when the order is packed and ready for shipment. If the billing information is incorrect or incomplete, we may contact you for confirmation before your order is shipped.

Do I have to pay international taxes and duties?
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.

When will I be charged?
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.


ORDER

Can I cancel or change my order?
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.

Can I track my order?
Yes, you will receive a tracking link from DHL on your shipping confirmation email. If you have not received your tracking link, please contact us.

My tracking link does not work.
It can take a day for the DHL tracking link to be activated. Contact us if your link does not work within 24 hours.

I placed an order for multiple products, however 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.

Can I return Sale items?
All Sale items are final sale and cannot be returned.

Can I get a price adjustment on an item that is now on sale?
No price adjustments can be made on previous purchases.

Do you price match other online retailers?
We do not offer price matching.

What are your policies on insurance and fraud?
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 DHL receives a signature. This includes the signature of a third party. An order is considered fulfilled at the time DHL receives a signature. Ucon Acrobatics reserves the right to cancel any order flagged by our fraud assessment software as a potential fraud.

I did not receive an order confirmation.
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.


RETURN

Can I return a product I don’t like? 
Yes, all items can be returned if they have not been used. Upon return the goods will be inspected and a refund made within 14 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.

How is your return policy
Items can only be returned if all of the below applies:

• the product is new and unused
• the product is being returned in the original packing, the packaging must not be damaged
• all labels and hangtags are still attached to this product

How do I return an item?
If you are not satisfied with your purchase, you have the chance to return any item within fourteen (14) days after the delivery date. For a smooth return please make sure you follow the instructions:

1. Put the item(s) and delivery note into a package, please check our return policy here below
2. Send the package insured with a delivery service of your choice and at your own expense to:

Ucon Acrobatics
Moodja UG
Straße der Einheit 145
14612 Falkensee
Germany

3. 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.

Can I exchange my product for another one?
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.

When will I receive my refund?
We process changes and returns within five (5) 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.

How do I know that you have received my return?
Use the DHL 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.

I received the wrong items.
If you have received the wrong items, contact us and specify which products.

How can I claim defective products?
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.


PRODUCTS

Are the backpacks water resistent?
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 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. Products based on polyester or polyurethane are not equipped with a water-repellency impregnation since they do not soak up water as cotton fabrics. Nevertheless you can apply a DWR-impregnation spray to all of our products depending on your needs.

Are your products vegan-friendly?
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 300 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.

I have seen an item which seems to be no longer in 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.

Do magnets cause problems for my electronic devices?
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.

My product is dirty. What is the best way of cleaning it?
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.


WHOLESALE

I would like to sell Ucon Acrobatics products. Who should I contact?
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: Jochen@Ucon-Acrobatics.com
Tel: 0049 30 892 048 61

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.