FAQ

After receiving your order, we will check the availability of the products you ordered. If the items are not available or not available immediately, we will inform you and offer alternative products if necessary. The receipt of payment is then checked. Please note that depending on the payment method, it can take up to three working days for the amount to reach our bank account. As soon as all items are in stock and payment has been confirmed, we will ship your order.

Delivery times vary depending on the type and delivery address of the order.
Within Germany the delivery time is usually 3-4 working days. Outside Germany there may be longer delivery times.

If there are any delays in delivery, we will inform you immediately.

We offer you various payment options:
You can pay via Paypal or transfer the amount in advance to our bank account. You will find our bank details below:

UPRAIL GmbH/PEOPLES STORE
Name of the bank: Sparkasse KoelnBonn
Account no.: 1931671752
Bank code: 37050198
IBAN: DE62 3705 0198 1931 6717 52
BIC/SWIFT code: COLSDE33XXX

Do you live in Cologne or the surrounding area, then you can also pick up your order in the store at Eigelstein 76 in 50668 Cologne.

To return the item, we ask you to contact us by phone or in writing and tell us which item you would like to return and whether this is a complaint . We will then send you the return slip by email or post. You can also choose a delivery person of your choice if you do not want to use our prepaid return slip.

After receiving the return slip, all you have to do is call the delivery person's hotline, e.g. UPS hotline on 01806 882 663 (20 cents / call from a German landline; mobile phone max. 60 cents / call) and order the driver to go to where the package will be picked up should. The return is free of charge for you if the item is incorrect, damaged or defective.

Please do not send any items without informing us first or without using our return slip. This is the only way we can track the shipment and ensure that your return arrives intact.

We will process the return immediately upon receipt and check the returned goods. This can take up to two business days.

If you would like to exchange the returned goods for another item, we will check availability and send you the alternative item. If applicable. There may be a price difference between the returned item and the alternative item. If we had a price difference, we would either refund the difference to you or ask you to pay the difference.

If you would like to make use of your right of return, the corresponding amount will be refunded to you.

If you paid via Paypal, we can automatically transfer your payment back to you. However, if you paid in advance, cash on delivery or even direct debit, we need your bank details. You can provide us with your bank details in writing or by telephone.

Please note that a refund can take up to 7 business days.

You can cancel your order within 14 days without giving reasons in text form (e.g. letter, fax, email) or exchange unused, originally packaged items within these 2 weeks. You can read how to do this here.

In this case, you can call us or write an email. So that we can process your request as quickly as possible, it is best to have the following information ready for us:

order or invoice number,
purchase date,
item name and
a description of the error that is as precise as possible.

If you also send us clear photos, we can forward them directly to the manufacturer and clarify the next steps with them.

You can exchange an item within 14 days of receiving the goods - even if it was delivered perfectly and has no defects.

A complaint refers to an item that has a defect. You can read about what you need to do in this case here.