Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Once you place an order, you’ll receive an acknowledgment email. This is just to let you know we’ve received your order. Your order is officially accepted when you get a Confirmation Email from us, and that’s when we’ll dispatch your items.
We typically process orders within 24 hours. However, please allow up to 5 days for your order to be fully processed. Excluding weekends or public holidays.
After your order is processed, the estimated delivery date and tracking information will be provided in your Confirmation Email. Delivery timelines estimates are as follows:
- UK: Typically within 24 to 72 hours
- Europe: 3 to 5 business days
- Rest of the world: 3 to 10 business days
While most orders arrive within these timelines, please note that some items could take up to 45 days for delivery.
Yes, you can! If you need to update your delivery address, please reach out to us via email as soon as possible. However, once your order is shipped, we won’t be able to make any changes.
All payments are processed securely through our payment gateways. We do not see, store, or hold any of your payment information.
Generally, we focus on orders within the UK. If we do make an exception for an international order, please note that additional customs duties and taxes may apply, and these will be your responsibility.
Your items may be delivered in separate packages, especially if you’ve ordered multiple products. We’ll do our best to keep you informed if that’s the case
Tracking information is usually provided in your Confirmation Email. If you can’t find it, feel free to reach out to us for an update on your order’s status.
If you need to swap an item
Returns and Exchanges
You have 14 days to cancel your order without providing a reason. For eBikes, they must be returned in their original packaging, undamaged, and without any signs of usage. Accessories and replacement parts are also returnable within 14 days in their original condition.
If you received the wrong item, please contact our support team immediately. You will be guided on how to return the incorrect item and receive the correct one.
We offer a one-year warranty against manufacturing faults. If your order arrives damaged, please contact our support team for further assistance.
To initiate a return, please fill out our Returns Form and follow the instructions provided.
Used goods and gifts cannot be returned unless they are defective. Certain items like clothing and helmets may not be returned for hygiene reasons unless faulty.
If you’ve entered an incorrect shipping address, please contact us as soon as possible to correct it. Note that changes cannot be made once the order has been shipped.
You have the right to cancel your order within 14 days without providing a reason. If you wish to change or cancel after this period, please contact our support team for options.
In most cases, yes. Check the product in particular or contact us.