FAQ

After we receive your order, we check the availability of the products you ordered. If any items are unavailable or not immediately available, we will let you know right away and suggest suitable alternatives if needed.

For prepayment, we ship your order as soon as your payment has reached us. Depending on your bank, this can take up to three working days.

The delivery time depends on the destination country and the product. Within Germany, delivery usually takes approx. 1–4 working days. You can find all delivery times on our Shipping & Delivery page.

If there are any delivery delays, we will let you know right away.

You can pay with PayPal, credit card (including Apple Pay and Google Pay), Klarna or by prepayment (bank transfer). If you pick up your order at our store in Cologne (Eigelstein 76, 50668 Cologne), you can also pay in cash on pickup. You can see which payment methods are available for your order in the checkout.

For prepayment, please transfer the total amount to the following account and use your order number as the payment reference:
UPRAIL GmbH / People’s Store
Bank: Sparkasse KölnBonn
IBAN: DE62 3705 0198 1931 6717 52
BIC: COLSDE33XXX

As soon as your payment has reached us, we will ship your order.

If you would like to withdraw from your purchase, just let us know – for example via the withdrawal button at the bottom of every page, by email to mail@uprail.de or by letter. You can find all details in our cancellation policy.

Please send the goods to:
People’s Store
operated by UPRAIL GmbH
Richard-Byrd-Str. 12
50829 Cologne
Germany

You bear the direct costs of the return. Please pack the goods securely and include your order number. We recommend a tracked shipment. It helps us if you let us know beforehand – but this is not a requirement for your withdrawal.

Complete bikes: Please contact us before returning a complete bike. We will then give you suitable instructions for the return or arrange the pickup.

Defective item? Please contact us first. If the warranty claim is justified, we bear the necessary costs of the return.

We process your return as soon as it arrives and check the goods. This can take up to two working days.

If you withdraw from your purchase, we will refund all payments we have received from you, including the cost of standard shipping, without undue delay and at the latest within 14 days of receiving your withdrawal. We may withhold the refund until we have received the goods back or you have provided proof that you have sent them back.

For the refund, we use the same means of payment that you used for your order, unless we have expressly agreed otherwise. If you paid in cash on pickup, please send us your bank details for the refund.

If you would like to exchange the goods for another item, we check availability and send you the replacement item. If there is a price difference, we will refund the difference or ask you to pay it.

You can withdraw from your purchase within 14 days without giving any reason. The period is 14 days from the day you receive the goods. A clear statement is enough, e.g. via the withdrawal button at the bottom of every page, by email or by letter. You can find all details in our cancellation policy.

This does not apply to goods made to your specifications, e.g. custom bikes or wheels that we build to your configuration.

Would you rather exchange? Just contact us within 14 days of receiving the goods. For an exchange, we cover the shipping costs for the replacement item.

For deliveries to Switzerland, a voluntary 14-day right of return applies (see cancellation policy).

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.