Shipping policy
Free shipping on all orders, with no minimum spend.
Dispatched within 48 hours after order confirmation, excluding weekends and public holidays in the dispatch country.
Delivery in 3–7 business days after dispatch.
Delivery to all 27 EU countries.
ortlux is responsible for problems during transport.
Last updated: 22 September 2026
On this page
- Processing and dispatch times
- Delivery area
- Shipping charges
- Carriers and receiving your order
- Damage, missing deliveries and address problems
- Delivery deadlines and your statutory rights
- Contact ortlux
- Related policies
Processing and dispatch times
ortlux is your retailer. We issue your invoice and remain responsible for your consumer rights. Products are dispatched directly from the brand’s EU warehouse to your delivery address. Contact ortlux for help with your order, including when a brand arranges transport.
| Stage | Time and counting method |
|---|---|
| Order cut-off | Orders placed before 09:00 in your market’s local time are processed on the same business day. |
| Dispatch | Dispatched within 48 hours after order confirmation, excluding weekends and public holidays in the dispatch country. |
| Transit | Delivery in 3–7 business days after dispatch. |
| Customer service | We reply within 1 business day after receiving your message. |
A business day follows the working calendar of the country where the dispatch warehouse is located. Weekends and that country’s public holidays do not count. Public holidays differ between markets. The 48-hour processing clock excludes those non-working periods. Processing is separate from time in transit; same-business-day processing does not mean same-business-day delivery.
Calendar days include weekends and public holidays. The statutory deadlines below use calendar days.
Delivery area
We deliver to all 27 EU countries. We do not currently deliver outside the EU.
Remote addresses are included wherever delivery is available. If a remote address cannot be served, we will notify you by email. You can contact us before ordering to ask about access to your address. We reply within 1 business day. An address enquiry does not change your statutory delivery rights.
Shipping charges
Free shipping on all orders, with no minimum spend.
This applies in every market we serve. There is no extra shipping charge when one order contains products from multiple brands or is dispatched from multiple warehouses. Vehicles and accessories in the same order incur no additional shipping charge. Deliverable remote addresses also qualify for free shipping.
Carriers and receiving your order
The brand arranges transport and appoints the carrier. Our carriers include UPS, DPD and GLS. Vehicles travel by large-item freight. Dedicated road freight services handle large consignments.
You must be present to sign for delivery. Delivery arrangements follow the carrier’s rules. You can discuss access and handover arrangements with the delivery company. Telephone appointments for home delivery are available under the carrier’s rules; the available appointment arrangements depend on that carrier.
We recommend checking the outside of the packaging before signing. If it is visibly damaged, we recommend taking photographs and refusing delivery to help us resolve the problem faster. These are recommendations, not conditions for a claim. Signing, accepting delivery or having no photographs taken at handover does not remove your statutory rights.
Damage, missing deliveries and address problems
ortlux is responsible for problems during transport. Contact us using the steps below. Include your order number and any tracking reference available, so we can identify the shipment.
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Outer packaging damaged before receipt. At handover, we recommend photographing the damage and refusing the damaged shipment. Contact ortlux after the attempted delivery, with your order number and a description of what happened. Share photographs if available. We reply within 1 business day after your message and arrange the next steps with the carrier. You do not need to pursue a transport claim with the carrier yourself. Photographs or refusal at handover are not required to preserve your rights.
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Transport damage found after receipt. Contact ortlux when you discover it. Prepare a clear description and available evidence showing the damage; photographs can help us assess it. We reply within 1 business day after receiving your message. Once the transport damage is established, you may choose a replacement or a refund. We arrange collection from your address and pay the collection cost. You do not have to show that you inspected or photographed the shipment before signing.
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Delivery overdue or missing. Contact ortlux if delivery has not arrived within 3–7 business days after dispatch. Send your order number and the latest tracking information available. We reply within 1 business day. If there is no tracking activity 15 business days after dispatch, we open an investigation. If the case remains unresolved 20 business days after dispatch, you may choose a replacement or a refund. Both thresholds run from the dispatch date. These investigation periods do not postpone your statutory rights below.
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Incorrect delivery address. Contact ortlux as soon as you identify the mistake. Send your order number, the address entered and the correct address. Before dispatch, you can request an address correction. After dispatch, we help coordinate an amendment or forwarding with the carrier. We reply within 1 business day, but a reply may come after dispatch. Any additional cost caused by correcting or forwarding an incorrectly supplied address is your responsibility.
If you refuse delivery without a valid reason, or leave a shipment uncollected for an extended period, you are responsible for the resulting transport costs. This excludes statutory withdrawal: the category-specific withdrawal return costs apply, with no additional refusal charge. Estimated maximum withdrawal return costs: electric bicycles 150 EUR; electric scooters 80 EUR. ortlux pays for accessory returns. Costs not properly disclosed before purchase are borne by ortlux. More favourable terms agreed when you ordered remain applicable. Refusing a visibly damaged shipment is not an unjustified refusal.
Delivery deadlines and your statutory rights
ortlux bears the risk of loss or damage until you, or a third party you designate other than the carrier, physically receive the goods. Transport damage and loss before receipt remain our responsibility.
Unless another delivery deadline has been agreed, we must deliver within 30 calendar days after the contract is concluded. If we miss the agreed or statutory deadline, you may require delivery within a reasonable additional period. If we still do not deliver, you may end the contract and receive a refund. Where the law allows immediate termination, including a refusal to deliver or a missed essential delivery deadline, that right remains available.
Withdrawal refunds are due within 14 calendar days after we receive your notice, using the original payment method. Unless we have offered collection, we may withhold reimbursement until we receive the goods or return-dispatch evidence, whichever happens first. This does not start a new 14-calendar-day period. Original shipping is free, so there is no delivery charge to reimburse.
Contact ortlux
Contact ortlux about dispatch, delivery, damage or an address correction. Include your order number and explain the issue. Add tracking information and supporting material if available. We reply within 1 business day after receiving your message. Keep our reply with your order records so you can refer to the agreed next steps.