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All Topics > Shipping & Returns

Bike delivery

Can I have my order delivered anywhere in France? What are the prices and delivery times?

We deliver anywhere in mainland France. You have two options:
- Express at €79 (delivery in 2 to 3 working days)
- Standard at €49 (delivery in 3 to 8 working days)

If you are planning to purchase a larger electric cargo bike, delivery costs may differ:
- Express at €237
- Standard at €147

How does delivery work?

Your electric bike is delivered by one of our transport partners. A few hours after the electric bike has been collected from our workshop, they will contact you by e-mail and/or SMS (depending on the information you provided at the time of payment) to offer you a delivery slot that you can modify at your convenience.

Why is Express delivery sometimes unavailable?

Express shipping is not available for bikes stored in our warehouse in Germany.

Where is my order?

After placing your order on our website, our mechanics and technicians will perform a final inspection of your bike before preparing it for shipment. Your bike is usually prepared on the next working day. You will then receive an e-mail to confirm your address and set a delivery date and time. We'll then keep you informed, step by step, as your bike makes its way to you! If you have any questions, please don't hesitate to contact us at support@upway.shop.

Can I change or cancel my order?

Of course you can! If your order has not yet been dispatched, we can cancel it or modify it if possible. Please contact us at support@upway.shop and our team will get back to you as soon as possible!

Click and Collect

Is it possible to collect the bike?

Yes: select the "Collect from Gennevilliers (92) warehouse" option at checkout to pick up your order free of charge by click and collect.

However, it is not possible to come and test the bike without first purchasing it. Unfortunately, for regulatory reasons, we are unable to welcome members of the public to our workshop. For the time being, we don't offer point relais delivery either.

Bike assembly

Is the bike delivered assembled or disassembled?

This will depend on the delivery method you choose:

- The bike is ready to ride if you pick it up by click & collect directly from our workshop in Gennevilliers (92) or if it is delivered to one of the following departments: 75, 91, 92, 93.
- Otherwise, your bike will be delivered 99% assembled, so all you have to do is screw the pedals back on, turn the handlebars 90° and retighten the stem using the tools we supply. Don't worry, an assembly manual is included in the box, and we're always available if you need us at support@upway.shop.

Trial period and returns

Is it possible to return a bike?

Yes, you can return the bike to us - for any reason - within 14 days of receiving it. The bike must be in the same condition as when we delivered it to you, and you must only have ridden it a reasonable distance, less than 50 km. The bike must include all the equipment and accessories supplied with it (keys, charger and battery in particular). Once received, we will refund the price of the bike minus shipping costs. Return shipping costs 69€.

How do I request the return of my bike? How does the return process work?

We invite you to write to support@upway.shop and our team will get back to you as soon as possible to arrange return transport for your bike. 

We recommend that you keep the cardboard box and the bike's protective covers, so that you can repack it easily. If you don't keep the box, you'll need to obtain one beforehand (our carrier won't provide one).

Do you still have questions?

Contact us by email: support@upway.shop

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