Faqs

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. 

We offer free shipping on all orders within the EU. Please check the rates for international orders in the Shipping & Payment section.

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. 

As soon as our warehouse sent out your order, you will receive a confirmation by mail with the tracking link and all further details. 

We ship our orders with DHL. 

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. 

What are the accepted payment methods?

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.

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 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. All other payment methods (PayPal, Sofort, Google Pay and Apple Pay) debit your account immediately after the order is completed. 

Can I return a product I don’t like? 

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.  

How is your return policy?

Items can only be returned at your own expense 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

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 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 in your shipping confirmation email. If you have not received your tracking link, please contact us. 

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 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. 

How do I know I can order safely?

Your payment information is encrypted and protected with the highest security standards to transmit it securely.