FAQs
ORDERS & PAYMENT
Why have I not received payment confirmation?
If you can't see that a payment confirmation email has come through to your inbox, please check your junk/spam folder, as sometimes emails can end up there.
How do I cancel my order?
We are sorry that you want to cancel your order. You can do this by either emailing us at sales@ebikesexpress.co.uk or sending us a message via our live web chat option in the bottom right-hand corner of the page.
You have the right to cancel within 14 days of placing your order if you simply change your mind unless the product is excluded. Terms on cancellations can be found here: https://www.ebikesexpress.co.uk/pages/delivery-returns
What if I am having a checkout issue?
We are sorry to hear you are having trouble paying for your order. We would recommend contacting your bank if your debit/credit card is getting declined. Unfortunately, we have no control over the payment method you choose. If your bank has sent you an authorisation message, you will need to respond to it before trying again.
Do you offer a student discount?
At this moment in time, we do not offer a student discount, but we do offer various others. By subscribing to our newsletter you will receive the latest discounts and offers.
What payment methods do you accept?
We accept all major debit/credit cards and PayPal. We also offer finance options including Klarna and PayPal Pay in 3.
DELIVERY
How long will delivery take?
The delivery time will vary for each brand, you can find the estimated delivery time on each product page. Once your order has been dispatched, you will receive a tracking number where you can see the status of your order.
Do you offer click and collect?
Unfortunately at his time we do not offer a click and collect service. Your order will be shipped directly to the address you enter at checkout.
Do your bikes come assembled?
Most of our bikes come around 90% assembled, where all that would be left to be assembled are components like pedals, handlebars, saddle etc. You must ensure these are put on the right way round, so user manuals will be included with each bike to ensure you can assemble these parts correctly should you need to. All this is done with a basic knowledge of bicycles.
What is your delivery and shipping policy?
Once you place your order, we will pre-authorise your card but it will not be charged. We will then reach out to the supplier to verify that the products you ordered are in stock. Once they confirm, the payment will be processed and your order will be dispatched. If any issues arise that cause a delay, the pre-authorisation will be voided and we will contact you to inform you.
If your order is in stock and available, your card will be charged and your order will be dispatched within 5 working days. Tracking details will be sent to you within 24 hours of your order being dispatched. If you do not receive these tracking details within 5 working days, email us at info@ebikesexpress.co.uk.
GENERAL
What are the laws regarding electric bikes?
The motor should have a maximum power output of 250 watts and the motor assistance should cut out at a speed of 15.5 mph, some electric bikes surpass this limit, meaning they are only to be used off-road.
You do not need a license to ride an electric bike, and they do not need to be registered, taxed, or insured. Also, riders must be at least 14 years old to ride an electric bike.
What are the laws regarding electric scooters?
You are not allowed to ride privately owned electric scooters on public land, including roads and pavements. However, in the near future, privately owned electric scooters will be legal to ride in public, but under certain rules.
Do you have a shop or showroom?
We are an online-only store with no shop or showroom currently, so products can not be viewed in person, with our products being boxed up and ready to ship.
Do you offer test rides?
Unfortunately at this moment in time we do not offer test rides on our products, but should things change in the future we will keep you updated.
How do I get my free 14 day insurance?
Once you place an order with us, you will be sent a barcode. Once you scan this barcode, you will be taken to a form that you must fill out. Once filled out you will be sent your policy documents by email.
Does my electric bike come with a warranty?
Yes, all of our bikes and scooters come with a manufacturer's warranty that will allow you to ride with peace of mind.
PRODUCT
How do I ride an electric bike?
Riding an electric bike is quite similar to riding a regular bicycle but with the added assistance of an electric motor. This gives you a boost when you first start to pedal, and you continue pedalling once moving to keep the motor engaged.
You must make sure that the battery and motor are fully charged and switched on before you start riding. Also, make sure you have selected the right gear before you ride.
Does my electric bike need to be serviced?
Yes, like any other vehicle or mechanical device, electric bikes require regular maintenance and servicing to ensure they remain safe, reliable, and in good condition.
The frequency of servicing will depend on various factors, including how often you ride your electric bike and the type of terrain you ride on. In general, it's good to have your electric bike serviced at least once a year, or more frequently if you ride it regularly or notice any problems.
Can I ride my electric bike without a motor?
Yes, electric bikes are designed to function both as electrically assisted bicycles and as regular bicycles.
It's worth considering that electric bikes are usually heavier than traditional bicycles due to the extra weight of the motor and battery. Therefore, riding them without motor assistance may require a bit more effort, especially when riding uphill or for long distances.
Are electric bikes heavy?
Electric bikes are heavier than usual bicycles due to the electrical components. You can find out the exact weight of each bike in the specification section on each product page.
How long does it take to charge an electric bike battery?
This varies on factors such as the size of the battery and the power of the charger, but in general, most electric bike batteries charge in about 4-6 hours.
How much range will I get off a full charge?
This will depend on the size of the battery but more details can be found on the product page or the user manual you get with each order. It is affected by factors like rider weight, terrain, tyre pressure etc.
Can I remove the e-bike battery to charge it?
Most of our bikes have removable batteries, whereas on most electric scooters the battery is not removable. But if you are unsure about a particular product, please reach out to us.
How much will a replacement battery cost?
For pricing on new batteries please visit the manufacturer's website.
How long will my electric bike battery last before I need to replace it?
Most electric bike batteries have around 1000 full charge/discharge cycles.
RETURNS
Can I return my order?
Yes, we have a 14 day returns policy which means you have 14 days after receiving your order to request a return. The product must be in original condition and in the same packaging. It must be unused, with tags, and you will also need your proof of purchase/receipt.
If you would like to return your order, please email us at returns@ebikesexpress.co.uk. Should your return be accepted, we will direct you where and how to send your order. If you send an item back to us without requesting a return it will not be accepted.
How long do refunds take?
Once we receive your return it can take 3-5 days for the return to be processed. Once confirmation of this return has been processed, please allow 14 days for the reimbursement to complete. Please note that the reimbursement will go back to the same payment method that was used to pay for the first order.
What if I am having issues with my electric bike/scooter?
If you find that you are having problems with your order please email us at info@ebikesexpress.co.uk to explain the issues you are encountering. In that email, please include the order number and any pictures/videos of the problem that could show the issue you are facing.
If your problem arises outside of the first 30 days of your order, we will help make a warranty claim for any manufacturing issues that have emerged since you purchased.
Can I cancel my order?
If you would like to cancel your order, please email us at sales@ebikesexpress.co.uk or call us at 0333 090 7813. Please include your order number when you are contacting us.
If your order has not yet left the manufacturer's warehouse, then we can stop its shipping, and your refund will be issued immediately.
Please note that when you return your product it must be in original condition and original packaging with all components included. You will also be responsible for any cost that comes with returning the item.
Still have a question?
We hope that answered any questions you might have. If you still have a question, please contact one of our team and we will be more than happy to assist you.
If you want to talk to one of us, please call us at 0333 090 7813. Our phone line is available from 9am to 5pm Monday to Friday.
If you would like to type, please use the live chat option on our website and we will get back to you as soon as we can.
Or you could contact us via the contact form on our website, and we will get back to you within an hour from Monday to Friday and within 4 hours on the weekend.
