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Ordering Information

Ordering Information

Payment Methods

Orders on this website can be paid via a card or through a SEPA bank transfer.

Card payments on this website are processed by Mollie B.V. (the Netherlands). Your card number and other payment-related information is only processed by Mollie, and not stored nor even observed by us. Mollie B.V. uses the latest technologies and best practises to ensure the safety of your payment information.

On this website, we accept global credit cards (VISA, Mastercard, American Express) along with some regional debit cards:

  • Bancontact
  • iDEAL

More payment methods will be added in the future (such as P24 in Poland) as we expand our activities.

Shipping Costs

We ship our products to most European countries and neighboring countries. We are actively working at increasing our reach at an affordable cost for our customers. All our products ship directly from Belgium, by bpost, the Belgian postal services.

Shipping costs are added to you basket just before checkout, when your country of destination is known. Countries further away from Belgium currently experience higher shipping costs. We are actively working with shipping partners to offer low-cost shipping in all of the EU.

Delivery Time

In-stock products should reach you within 5 business days (Belgium) or 6 business days (outside of Belgium). Depending on when you order, your products may arrive a bit earlier, but we cannot guarantee shorter delivery times.

Products that are not in-stock, or are in their preorder period, are annotated with an estimate of when they will be back in stock and shipped. This estimate is not binding and some delays may be experienced, even though we do our maximum to ensure timely manufacturing and shipping. You can cancel your order at any time during its preorder period, so if the delay is too long, you can always choose not to wait anymore and to be refunded.

Returns, refunds and customer service

Cancellation and returns

Preorders can be cancelled at any time during the preorder period, with a full refund. When the item becomes available, it is automatically shipped to you. If you elect to be informed by email a few days before a product becomes available, you have the possibility to cancel your order just before the product is shipped. Otherwise, the product will be shipped and you will have to return it.

In-stock items and preorders that just shipped can be returned and refunded up to 14 days after you have received them, following EU law. To ask for a return, please use our contact form. You will receive a shipping label, making this return completely free.

Eligibility to 14-days returns

The 14-days period is designed to allow consumers who purchase online to evaluate the product in its physical form (as they would in a store). This evaluation must not decrease the value of the product being evaluated. You may lose your right to return the item withing 14 days if you use it in a way that decreases its value.

The KoumKoum is a bit special, hence we explicitly list what you are allowed to do and still be eligible for a return during the 14 days period. You can:

  1. Unbox the KoumKoum and look for visible manufacturing defects (there should be none);
  2. Try it on, check that your shoes fit in it;
  3. Ride it on clean, smooth and dry floors;
  4. Charge its battery as often as needed.

In short, you can evaluate whether the KoumKoum fits your shoes, and see whether you can train yourself in riding it. To be eligible to a return, the KoumKoum must still be scratch-free, clean, in its original form (not bent, not broken), with original packaging, and the wheels can only present minor wear traces. Hence our point above about clean, smooth and dry floors.

Please note that, as easy to use as we tried to make it, the KoumKoum is still a vehicle on which you stand. It is normal to need some time to get used to it. People spend years learning to ride a bicycle, months to use rollerskates or a step, and even go to school for driving cars! We expect that several hours are required before you feel comfortable on the KoumKoum.

Warranty period

We offer a 2-years warranty period on the KoumKoum. This warranty period does not cover consumable parts, that wear as part of normal use of the KoumKoum. We offer low-cost replacement parts on this website, along with easy-to-follow replacement instructions. Here is a detail of the parts, expected lifetime and warranty.

  • Non-consumable parts (2-year warranty period): Aluminium frame and lid, electronics, motors. We designed the frame to last 10 to 20 years. We designed the electronics to last 5 to 10 years (electronic components, not made by us, age with time and temperature).
  • Consumable parts (easy to replace): Wheels, chains, sprockets, bearings, axles and screws. Rollerskate and bicycle enthousiasts usually consider that wheels need to be changed every year (more if intense use, less if less use), sprockets every 2 years, bearings every 2 years and axles every 5 years.
  • Special parts: Batteries have a warranty of 6 months or 500 charges, whichever comes first. You can charge the KoumKoum a bit more than 2 times every day, and still be under 500 charges over 6 months. Our tests indicate that the batteries should still be mostly fine after 1000 charge cycles (albeit with a lower capacity).

Warranty claims can be introduced on our Contact Us page.

Damages not covered by the warranty

During or after the 14-days period, we do not refund or replace KoumKoums that were damaged due to the fault of the user. This includes, but is not limited to:

  • The user (+ clothes, bags, ...) is heavier than the maximum allowable weight advertised on our product page.
  • Jumps. Getting off a sidewalk is okay, as is walking stairs up or down. But tricks such as jumping several steps, steps higher than 15 centimeters, or doing figures, are not covered by our warranty and not part of our advertised use of the KoumKoum.
  • Mishandling and accidents, such as falls from a table (or higher), objects falling on the KoumKoum, water damages, damages by pets, .... The KoumKoum is not waterproof and cannot be ridden in water, mud or when it is raining.
  • Riding too fast or in an unsafe manner.