Support
Due to the general high increase in order volumes during holidays, peak seasons and new releases, processing 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. You can also check the tracking here.
If, for any reason, your order cannot be delivered, the package will be sent back to our warehouse. As soon as we receive it back, we will create a refund. Please be aware that this may take up to three weeks.
If you pay with a 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 debit your account immediately after completing the order.
Once your order has been confirmed, it's not currently possible for you to change it before dispatch.
If you want to cancel your order please contact our customer service team right away to request a cancellation. Please be aware we might not be able to cancel your order right in time. Furthermore we cannot cancel an order once it has shipped, and we can't refund you the shipping costs if you inform us after your order has been dispatched. We normally ship the items every morning.
For additional information about canceling your order, check our Returns Policy.
We process our orders quickly. Therefore, for logistical reasons, no changes can be made.
It can take up to 24 hours until the tracking link will be activated. Contact us if your link does not work within that time. You can also check the tracking here.
In some cases, we may not have been able to fulfill your full order due to a lack of stock. In these instances, we will email you to let you know, and you will receive a full refund for that product.
No price adjustments can be made on previous purchases.
We do not offer price matching.
As soon as your order is placed, an order confirmation is sent to the email address you entered in the checkout. If it is missing, please make sure you have provided the correct email address and double check your email spam folder. If it's still missing, there might be something wrong with the order. If so, contact us and we'll sort it out for you.
Your payment information is encrypted and protected with the highest security standards to transmit it securely.
Items can be returned at your own expense if all of the below applies:
Refunds will be processed within 7-10 working days after receipt and inspection of the package using the original payment method. Please ensure that you keep the tracking number of the parcel service until you have received the refund.
A drop off at a local store is not possible. We only have local resellers which can't receive returns from our online shop.
Yes, all Sale items can be returned.
All goods returned must be 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 costs for all customers.
We do not offer exchanges. If you don't like your product and would like to replace it with another one, please contact our customer service to return the one you don't like and place a new order in our store. We will credit you for the returned product when we receive it in the warehouse. This may take up to 7-10 working days after receipt.
We process changes and returns within 7-10 working days unless we need more information from you. Please note that at peak times (e.g. holidays or SALE), your refund may take up to 3 days longer. Once we have processed your return, we will refund you the invoice amount. The duration of the refund depends on your payment method. Paypal credits will be visible on your Paypal account immediately after our processing. Bank account credits will be visible on your bank account within 5 business days. Credit card credits can take up to 14 business days. If your refund exceeds this timeframe, please contact us and your bank for more information.
Currently, we won't send you a receipt confirmation. Please check the tracking number of your return label. The return will be processed and refunded within 7-10 working days after receiving it.
Once we have received the parcel, it will be processed in our warehouse and we will initiate the refund. Please note that this process can take up to two weeks. Unfortunately, we cannot resend returned parcels and you would need to place a new order.
If you have received the wrong items, contact us and specify which products. Please always attach your order number (UA...).
If your product is damaged or defective upon arrival, please contact our customer service within 3 days of receiving it. We will arrange a discount, replacement or refund, depending on the situation. Please do not return damaged or defective products without first contacting us. Please always attach your order number (UA...) and pictures of the issues.
We currently sell our collection in over 800 retail stores worldwide.
Normally, we reorder our items very quickly. The best way is to click on the "Notify" button next to the product. In addition, you will always be informed about the latest product developments via our newsletter.
Currently we don't offer gift cards.
Some of our most desirable products are running out of stock very quickly, so be quick before they're gone. However, some of our products are running styles that will be frequently restocked. Keep an eye on the shop.
Please directly contact the sale channel you bought your product from (retail store or online store). We can not accept returns for products not bought in our online shop. If you bought the product in our online store, please contact our customer service. Please always attach your order number (UA...) and pictures of the issues.
We don't offer a repair service. Please contact our customer service. If you bought the product via a reseller, please reach out to them directly.
The water resistance depends on the material (series) of the product.
Lotus Series, Lotus Infinity Series, Aloe Series, Stealth Series, Moss Series, Original Serie: water-resistant
All our outer fabrics are waterproof - however, we classify this product as 'water resistant'. Due to the construction, water can penetrate through the seams in case of heavy and persistent rain. Therefore, we recommend an additional rain cover during such weather. On many items, we use water-repellant zippers if they point outwards.
Phantom Series: water-repellent
The hydrophobic coating allows water to drip off and is free of fluorocarbons. Due to another layer on the inside, this outer fabric is also waterproof, just like all our outer fabrics. However, we classify this product as 'water-repellent'. In heavy and persistent rain, water may penetrate through the seams due to the construction. Therefore, we recommend a rain cover in such weather. On many items, we use water-repellant zippers.
Phantom Endurance Series, Commute Series: waterproof
This product is 'waterproof' and can be used in case of heavy and persistent rain. Its watertightness is achieved by high-frequency welding. The heat is generated by molecular vibrations in the material, which softens and bonds under pressure. The weld seam is at least as strong as the material itself.
We distinguish between two types of outer material:
1. Smooth material surfaces with PU film of the Series Lotus, Lotus Infinity, Aloe, Commute or Moss
The best way to clean these is with a dirt eraser and micellar water. Both are available at drugstores, and the surface should look new afterward.
2. Rough material surfaces of the Series Phantom, Phantom Endurance, Stealth or Original
These are best cleaned carefully with a damp cloth and a little washing-up liquid. Try it out first in an area that is not so easily visible.
1. Lightly moisten the entire surface
Using distilled water (!)
and a clean sponge or microfiber cloth, evenly dampen the entire section or panel.
→ Goal: avoid creating new edges or water marks.
2. Clean gently
Use lukewarm distilled water + a drop of pH-neutral detergent or delicate wash liquid.
Work gently (!) with a soft sponge in one direction.
3. Remove limescale (if whitish marks are visible)
For hard water stains:
Mix 1 part white vinegar + 4 - 5 parts distilled water.
Apply lightly, let sit briefly (1 - 2 minutes), then wipe with clean distilled water.
Do not soak.
4. Let it dry evenly
Do not use a hairdryer on specific spots.
Lay flat, room temperature, no direct sunlight.
5. Renew the water-repellent finish
Our PFAS-free DWR coating can be partially reactivated using a hairdryer on medium heat (approx. 50 - 60°C / 120 - 140°F). Afterward, water often beads off better again.
If water does not bead during a drop test, reapply waterproofing, e.g. waterproofing spray (PFC-free) from the drugstore.
We advise against washing our products in the washing machine.
• Backpacks are large and unwieldy - they often spin around uncontrollably in the washing machine. This can damage both the rucksack and the machine.
• The seams can also come loose or wear out.
• Backpacks are sometimes coated with special water-repellent coatings (e.g. Phantom Series) or a textile carrier material with a PU plastic coating (e.g. Lotus Series), which can wear out, peel off or crack.
• Multi-layered materials such as felt or foam retain a lot of moisture. Our materials are waterproof, which makes drying difficult - moisture can become trapped. If the inside of the rucksack is still damp and is stored in a cupboard or poorly ventilated place, for example, this creates the ideal conditions for mould to grow.
• Backpacks often have many corners, pockets and hidden seams where water can remain - this is exactly where mould can develop.
To make products waterproof, Ucon Acrobatics avoids the use of PFC. Instead, the waterproofing of the materials is ensured through a coating made of polyurethane (PU). The material of the Phantom Series is the only one with a water-repellent impregnation, for which a non-fluorinated, water-repellent agent based on a hydrocarbon compound is used.
All Ucon Acrobatics products are vegan-friendly. We do not use real leather in our products. For years, we have also been an official partner of PETA and have the 'vegan approved' certificate. In 2024, our Hajo Medium Lotus Infinity won the category 'Best Vegan Backpack' at the PETA Germany Vegan Fashion Awards.
Our cotton canvas (Original Series) is equipped with an eco-friendly silicone impregnation (DWR) so that water does not penetrate into the fibers and just rolls off. Depending on the use this effect might weaken after some time. If the water is on the fabric and that section begins to darken slightly, water is making its way to the fibers and wetting them, it's time to revive your DWR finish by using a common spray.
You can find this spray in sporting good stores or even a drug store around the corner. Follow the instructions carefully and test it on a less obvious area first. You can apply such a DWR-impregnation spray on all our products, except the one made from polyurethane (Lotus Series).
For our 'Original Series' material (16oz cotton) we follow the DIN norm 'colour fastness against rubbing' (ISO 105-X12:2016). The material is additionally provided with a water- and dirt-repellent impregnation based on environmentally friendly silicone. Unfortunately, it cannot be completely guaranteed that a dark material will not rub off on light-coloured clothing, because materials in darker colours tend to have a lower resistance to abrasion than materials in lighter colours.
Lotus Series embodies clean lines, gentle colors, and a surface reminiscent of the finest leather. For years, this material has been part of our collection, representing understated elegance, functionality, and durability. The classic Lotus material is made of high-quality polyurethane (PU) - water-repellent, soft to the touch, and offering an excellent price-performance ratio.
The Lotus Infinity Series takes this concept even further - with a completely new technical foundation. The look is nearly identical, but the structure behind it has been entirely reimagined. At its core lies our self-developed high-tech material PUrTEX∞ - made from recycled textile waste and coated with a solvent-free PU surface. This combination gives the material outstanding properties:
• Over 100× higher scratch resistance.
• Four times stronger layer adhesion for extreme durability.
• Up to 30% less material usage with the same stability - making it thinner and lighter.
• More than 50% lower CO₂ emissions during production, largely powered by renewable energy.
• Dope-dyed base material saves up to 90% water and 80% chemicals.
Designed for those who truly challenge their products in everyday life - for daily commuting, travel, cycling, or crossing the city in any weather. It's the material for everyone who refuses to compromise - neither on aesthetics nor on durability.
The Phantom Series stands for maximum safety in urban environments. Its signature material, ECO-RFLX-900, uses microscopic glass beads that reflect incoming light - making you visible in the dark, precisely when it matters most. The durable 900D rPET fabric is made from 90% recycled textiles and designed with circularity in mind. An outer PU coating repels rain and dirt, while an inner TPU layer provides additional protection against moisture. The finely brushed surface creates a soft, textile-like feel. Inside, a grey Nylex lining made from recycled material adds contrast, protection, and functionality. Expertly machine-stitched for lasting strength and durability.
The Phantom Endurance Series builds on this concept and takes it even further. Its material, ECO-RFLX-900-WP, is engineered specifically for extreme conditions: the combination of reflective glass-bead technology, PU outer coating, and a highly robust TPU inner layer enables the use of industrial high-frequency welded seams. The result is complete waterproofness, as no water can penetrate through the welded joints.
The Jasper Backpack is equipped with a hook & pin buckle. Similar to an overall fastener, the hook latches over a button and stays securely closed under tension. The handling is quick and intuitive.
The Jannik Backpack features a side-release buckle. The visible part is made of durable metal, while the counterpart is crafted from resilient plastic. This ensures a long-lasting and secure closure.
Cameras, vehicle keys, memory cards, USB sticks, CDs, DVDs, cell phones and smartphones contain non-magnetic storage media. Therefore, static magnetic fields near those devices can not delete data or permanently damage them. However, compact laptop hard drives and credit cards are more sensitive to permanent magnets. When in doubt, keep these devices away from magnets.
We have five different sizes. Macro (8 l), Mini (12 l), Medium (16 l), Large (21 l), Pro (21 l).
Hajo Macro: 13" laptop
Hajo Mini: 16" laptop
Hajo Medium: 16" laptop
Hajo Large: 16" laptop
Hajo Pro: 16" laptop
The water resistance depends on the material (series) of the product. See the Products - materials & care section above for the full breakdown by series.
Please take a close look at the instruction PDF:
We have two different sizes. Mini (12 l), Medium (16 l).
Jasper Mini: 16" laptop
Jasper Medium: 16" laptop
The Jasper Backpack is equipped with a hook & pin buckle. Similar to an overall fastener, the hook latches over a button and stays securely closed under tension. The handling is quick and intuitive.
The Jannik Backpack features a side-release buckle. The visible part is made of durable metal, while the counterpart is crafted from resilient plastic. This ensures a long-lasting and secure closure.
We have two different sizes: Mini (12 l), Medium (16 l)
Jannik Mini: 16" laptop
Jannik Medium: 16" laptop
Please take a close look at the instruction PDF:
The Jasper Backpack is equipped with a hook & pin buckle. Similar to an overall fastener, the hook latches over a button and stays securely closed under tension. The handling is quick and intuitive.
The Jannik Backpack features a side-release buckle. The visible part is made of durable metal, while the counterpart is crafted from resilient plastic. This ensures a long-lasting and secure closure.
We have three different sizes. Medium (1 l), Large (1,2 l), X-Large (2,5 l)
Ucon Acrobatics is currently distributed in 34 countries through 26 international distributors. To direct you to the sales representative in your territory, please get in touch with the name and location of your store, pictures of your shop and other brands you carry.
If you have any other questions or need assistance, you are always welcome to get in touch.
