How can we help you?

Your questions about delivery and returns

Can I get delivery anywhere in Belgium?

Yes, we deliver everywhere in Belgium.

Where is my order?

After ordering from our website, our mechanics and technicians will do a final inspection of your bike before preparing it for shipping. Your bike is usually prepared the next business day after you order. You will then receive an email to confirm your address and set up a delivery date and time. We will then keep you informed, step by step, of the delivery of your bike to you! If you have any questions, please do not hesitate to contact us at

Can I change or cancel my order?

Of course! If your order is not yet shipped, we can cancel it, or modify it if possible. Feel free to write to us at and our team will answer you as soon as possible!

Is the bike delivered assembled or disassembled?

The bike is delivered 95% assembled: we only remove the pedals and the handlebars are turned so that nothing is damaged during transport. We include the necessary tools to reattach them in a minute. A instructions is delivered with your bike.

Is my bike under warranty?

Yes, we have carefully repaired and inspected your electric bike and are pleased to offer you a one-year warranty on the battery, motor and electronics of your bike. If you have any problems with your bike within 12 months of purchase, please contact us at

Is it possible to return a bike?

We fully understand that a bike you purchase on Upway may not be suitable for your needs. In this case, we are happy to take the bike back within 14 days and refund the amount of your purchase, minus the shipping and return costs.
In order to be returned, your item must have been used reasonably (distance traveled less than 50 kilometers) and it must be in the condition you received it.

How does the return of a bicycle work?

We invite you to write to and our team will answer you as soon as possible to organize the return transport of your bike. 

Do you still have questions?

Contact us by email:

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