How can we help you?

Delivery and Returns
Aids and Grants
Contact our team
Means of payment
Choosing your bike
Battery and Autonomy
Selling your bike
Insurance and Security
Warranty and Maintenance

Contact us

We answer all your questions by e-mail: support@upway.shop

Your most frequently asked questions

Can I get delivery anywhere in France?

Yes, we deliver everywhere in France.

Is my bike under warranty?

Yes, we have carefully repaired and inspected your electric bike and we are delighted 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 support@upway.shop

Can I benefit from subsidies for a bike purchased from Upway?

Not all bikes on Upway are eligible for subsidies in all regions. You will find here a selection of bikes that are eligible for subsidies in most cities in France. Do not hesitate to consult our article blog "What are the subsidies available for the purchase of an electric bike?" to find the information related to your region.

If I have a problem, who can I contact?

Please contact us at support@upway.shop, and our team will get back to you as soon as possible.

Is it possible to make instalment payments free of charge?

Payment by instalments is made through our partner Alma. You can choose this option at the last stage of your order (after choosing the delivery). The total amount of your order will then be divided into 2, 3, 4 or 10 equal payments (depending on your preference), without any additional costs. Alma will ask you for identification and access to your bank account in order to validate the payment in 10 instalments (regulatory obligation for payments in more than 5 instalments).

Where can I find the user manual for my bike?

Your bike is delivered with the accessories that were provided to us by its previous owner. The manual and the homologation certificate are not always part of it. In order to avoid paper overconsumption, we prefer not to reprint them. Most of the documents are available for download on the manufacturers' websites. Our team has nevertheless referenced for you the access links of the most sold brands and engines on this page.