Shipping policy

Order Processing Time

  • Processing: All orders for in-stock items are processed within 1–2 business days after order confirmation/payment.
  • Note: Orders placed on weekends or holidays may experience slight delays, as our warehouse operates Monday through Friday during standard business hours (excluding holidays).

Shipping & Delivery

At KOOLUX, we are committed to delivering your premium e-bike with prompt and reliable service. We offer free shipping on all e-bike orders to the shipping zones listed below.

Once your order is dispatched, you will receive a confirmation email with tracking details. Please note that tracking information may take 48–72 hours to update.

Shipping Zones & Estimated Delivery Times

Shipping Zone Destination Countries Estimated Delivery Time Shipping Cost Courier
Europe Belgium, Czech Republic, Denmark, Finland, France, Germany, Hungary, Ireland, Italy, Netherlands, Poland, Spain, United Kingdom 3–5 working days Free Shipping DPD, UPS, DHL
Rest of World United States, Canada, New Zealand, Norway, Switzerland 5–7 working days Free Shipping UPS, USPS, FedEx, DHL

Total delivery time equals processing time plus shipping time, which varies depending on your location.

Order Tracking

  • Notification: Once your order has been shipped, you will receive an email with a tracking number.
  • Update: Tracking data may take 48–72 hours to update. If tracking details are not visible immediately, please check back later.
  • Assistance: If you have difficulty tracking your package, please contact us at info@koolux.eu and we will resolve the issue within 48 hours (excluding weekends and holidays).

Delivery Delays

If your order is delayed beyond the estimated delivery time, please contact us at info@koolux.eu. We will work closely with our shipping partners to investigate and expedite your delivery.

Order Cancellations & Changes

  • Before Shipment:
    • You may request an address change or cancel your order without any fee if done before a tracking number is provided.
  • After Shipment:
    • Once an order is shipped, we cannot modify or cancel it.
    • Any cancellation or address change requests made after shipment are subject to our Terms of Service.

Customs, Taxes, and Import Duties

  • Responsibility: Orders delivered internationally may incur customs fees, import duties, or taxes imposed by your country’s customs authority. These charges are the responsibility of the recipient.
  • Information: We have no control over these fees. Please contact your local customs office for more details.

Additional Shipping Information

  • Non-Delivery: Due to courier limitations, we currently do not ship to certain remote areas or islands (e.g., Sicily, Sardinia, Corsica). Please verify your destination before placing an order.
  • Holiday Shipping: During public holidays, processing and delivery times may be affected. We appreciate your patience in these instances.
  • Multiple Shipments: If your order contains multiple items, they may be shipped separately. You will receive separate tracking numbers if this is the case.

Returns & Liability

  • Returns: Customers are responsible for return shipping costs. We recommend using a trackable shipping service and purchasing shipping insurance.
  • Liability: KOOLUX is not liable for any items lost, stolen, or damaged in transit. If your order is lost, damaged, or not received within 7 business days after shipment, please contact us for assistance.

Contact Information

For any questions or concerns regarding shipping, please contact our customer support at: