How can we help?

Yes, as long as the order hasn't been shipped.

How to do it

• Log in: on the customer service page with the same email address you used when you placed your order.
• Choose My order → Change order: choose to add a product and search for the one you want. You can also change colour, size or variant there, or remove a product.
• We review the change: if the order costs more, you get a payment link by email. If it costs less, we refund the difference.

If the order has already been shipped

A shipped order can't be changed. Place a new order, or choose Return or exchange once you have received the parcel.

Yes, as long as the order hasn't been shipped. We start handling your order right after payment, so get in touch as soon as you can.

Your order hasn't been shipped yet

• Cancel under My order: go to the customer service page, log in with the same email address you used when you placed your order and choose My order → Cancel order. Choose the order and briefly tell us why.
• We approve the request: a cancellation is a request that we review. If we can stop the order in time, you get an email when it has been cancelled, and we refund you the same day.
• Just want to change something? If you want a different colour, size or model, you can change the order instead under My order → Change order, as long as it hasn't been shipped.

Your order has been shipped

• It can't be cancelled: receive or collect the parcel and register the return on our returns page within 14 days of receiving the item. You pay the return shipping as set out in the return policy.
• If the order is shipped before we have stopped it, your request automatically becomes a return.
• Collect the parcel: if you don't collect the parcel, we charge a fee as set out in the shipping policy.
• Electric vehicles: don't unpack more than you need to and don't ride the vehicle – an electric vehicle that has been ridden can't be returned.

Your 14-day right of withdrawal under EU consumer law always applies once you have received the item.

Need to download your receipt? There are two quick ways: from the email you received when you placed your order, or on our customer service page.

Option 1: from the order confirmation

1. Open the order confirmation email: the one we sent to your email address.
2. At the top of the email: you will find a green link with the text “Download digital receipt”.
3. Click the link: a new page opens where you can download your receipt as a PDF.

Option 2: on the customer service page

1. Log in: go to the customer service page and log in with the same email address you used when you placed your order. You receive a one-time code by email – no password needed.
2. Choose My order → Download receipt: choose the order and download the receipt as a PDF straight away. It shows products, prices, VAT and order number.
3. Businesses: if the order was placed by a company, the receipt shows the company name and company registration / VAT number.

Can’t find the email?

• Spam folder: Check your spam folder.
• Search your inbox: Search for our company name or your order number.
• Log in: download the receipt on the customer service page as in option 2.

The serial number isn’t on the receipt. You will find it on a label on the vehicle, often under the deck, on the handlebar stem or on the frame.

When you place an order with us, an order confirmation is automatically sent to the email address you provided at checkout. It's important to make sure your email address is correct when you complete your order so that you receive your confirmation.

What does the order confirmation contain?

Your order confirmation contains important information about your order, such as:

• An overview of the products you have purchased
• Price and any VAT
• The address the products will be shipped to

How quickly is the order confirmation sent?

The order confirmation is sent within a few minutes after your payment has been registered and your order has been approved. If you have not received your order confirmation within 24 hours, we recommend that you first check your spam folder and then log in on the customer service page with the same email address you used for your order and choose My order – you can see your order there.

Any other questions? Write to us on the customer service page.

When you are logged in on the customer service page, all your cases are collected under Your cases.

There you can

• Follow the status: you see where the case is, for example whether we are reviewing it, waiting for you or have sent something.
• Read and reply: our replies are in the case, and you reply directly there. You can also add more photos or video.
• See tracking and documents: shipping labels and tracking numbers are in the case.

An email at every step

We email you when something happens in the case. If we need something from you, we send a reminder after 48 hours. If we don't hear back within 7 days, we close the case – just reply and it opens again.

Wrote to us without logging in?

Then we reply by email to the address you gave. If you are logged in when you write, your question and our reply also appear under Your cases.

For everything about an order you have already placed, you log in on the customer service page. That way we see your order straight away, you don't need to look up your order number, and no one else can see or change your order.

How to log in

• The same email address as when you ordered: use the email address you gave when you placed your order – otherwise we can't find your orders.
• One-time code, no password: we email you a code that you enter. This also works if you shopped without an account.

This requires login

• My order: see where your order is, change the delivery address or the order, cancel, download your receipt and see your refund.
• Something is wrong: a fault with the product, damage in delivery or something missing.
• Return or exchange: return a product or exchange it for a different size or variant.
• Questions about an ordered product: assembly, settings, speed limiter and specifications.
• Your cases: follow your cases and reply to us.

This doesn't require login

Questions before buying, spare parts, payment, business purchases and questions about prices go via Write to us on the same page. We reply by email within 24 hours on working days.

Can't find your order?

Check that you are logged in with the email address from your order confirmation. If you used a different address, log out and log in again with that one.

Yes, as long as the order hasn't been shipped and the new address is in the same country.

How to do it

• Log in: on the customer service page with the same email address you used when you placed your order.
• Choose My order → Change delivery address: fill in the new address.
• Confirmation by email: we change the address in the order and email you when it's done. If the order is shipped first, we'll get in touch.

If the order has already been shipped

Then we can't change the address. With the carrier you can often choose a different pick-up point or redirect the parcel via the tracking.

Should the parcel go to a different country?

Send a case from the same place and we'll help you.

No, unfortunately it's not possible to choose the carrier for your delivery yourself. Here's more information on how we handle carriers for your orders:

Automatic carrier selection

• Established carriers: We work with several established carriers to deliver your orders across the EU.
• How the choice is made: The carrier is selected automatically based on factors such as:
  • The weight of your order
  • The size of the parcel
  • Your delivery address

Why can't I choose myself?

• Efficiency: By automatically choosing the most suitable carrier, we can ensure the fastest and most cost-effective delivery.
• Optimisation: The choice of carrier is made to optimise delivery times and ensure your parcel reaches you in perfect condition.

Yes – e-scooters and e-bikes are always delivered to your door, at no extra cost. Here's how home delivery works:

Home delivery – straight to your door

• Free of charge: home delivery is always included for e-scooters and e-bikes.
• Convenient: the parcel is delivered directly to your address, with no extra costs or hassle.

How the delivery time is booked

• Usually automatic: you normally don't need to confirm a time – the carrier books the delivery itself.
• Estimated date: sometimes the carrier gives you an estimated delivery date.
• Follow your tracking number: the tracking shows your booked delivery time – keep an eye on it there.
• Reply if the carrier contacts you: if the carrier gets in touch to confirm the time, reply so the delivery can go ahead without problems.

Important to keep in mind

• Be available: it's your responsibility to be present at the specified address during the delivery time.

Would you rather collect the parcel at a pick-up point?

Contact the relevant carrier directly and they will change the delivery option. Please note that this may affect the delivery time.

Questions about your delivery?

Need help with home delivery or reaching the carrier? Log in on the customer service page and choose My order, and we'll help you.

You can follow your order all the way from our warehouse to your door or pick-up point.

Two ways to track

• Track your delivery: go to Track your delivery and enter the tracking number, or the order number together with the email address or phone number you gave when ordering.
• Log in: on the customer service page and choose My order → See where my order is. There you see the status of your orders.

Where do I find my tracking number?

• By email: when your order has been shipped, you receive an email with your tracking number and a link.
• Check your spam folder: can't find the email? Search for our company name or your order number.

Tracking not updating?

Sometimes it takes a few hours before the tracking updates, and when a parcel is transferred between carriers it can stand still for a couple of days. If nothing has happened for more than 3 working days, send a case under My order → See where my order is.

Understanding shipping costs is important when you shop with us. Here's all the information you need to know what shipping will cost:

Free shipping

• For orders from €69.90: If your order is €69.90 or more, we offer free shipping throughout the European Union. This means you don't have to pay any extra shipping cost if your order meets this amount.

Shipping cost for orders under €69.90

• Standard shipping: For orders under €69.90, the shipping fee is €6.95. It is shown at checkout before you complete your purchase.

Why this policy?

• Transparency and fairness: We strive to keep shipping costs as low and fair as possible. By offering free shipping on larger purchases, we hope to add value for customers who make bigger orders.

If you have further questions about shipping costs or your order, you're welcome to write to us via Write to us on the customer service page. We're here to help with any of your concerns.

Our delivery time is 5–10 working days. Here's how to see where your order is and get help if it takes longer.

Check your order

• Log in: on the customer service page and choose My order → See where my order is.
• Within the delivery time: you see the last day of the delivery time there. You don't need to do anything – you get an email with a tracking link when the parcel is shipped.
• More than 10 working days: if the order hasn't been shipped within the delivery time, send a case directly from there and we'll find out where it is.
• Tracking standing still: if nothing has happened for more than 3 working days, you can also send a case and we'll contact the carrier.

Good to know

• We count working days: from the day after your purchase. Weekends and public holidays in Sweden and in your country are not counted.
• Special-order spare parts: have a delivery time of up to 20 working days.
• Check your email: if an order is delayed, we email you. Check your spam folder too.

Normal delivery time is 5–10 working days for all our products – e-scooters, e-bikes, accessories and spare parts.

Delivery times

• All products: 5–10 working days. We count from the day after your purchase, and weekends and public holidays in Sweden and in your country are not counted.
• Special-order spare parts: up to 20 working days, because the parts are ordered specially from the manufacturer.
• Several parcels: we have stock in several places, so an order may arrive in several parcels on different days.

Follow your delivery

When your order has been shipped, you receive an email with a tracking number. There you can see the current status and estimated delivery day.

Is your delivery delayed?

Log in on the customer service page and choose My order → See where my order is. If the order hasn't been shipped within 10 working days, or the tracking hasn't moved for more than 3 working days, you can send a case directly from there.

It's important to collect your parcel within the specified time to avoid extra costs. Here's what applies if your parcel isn't collected:

Uncollected parcels

• Cost: If the parcel is not collected, you will be charged the actual return and handling costs according to the carrier's invoice (normally €29–499 depending on weight and volume).

How do I avoid it?

• Collect on time: Make sure to collect your parcel from the pick-up point within the deadline specified by the carrier.
• Reminders from the carrier: You usually receive a reminder from the carrier when your parcel is available for collection. Keep an eye out for these notifications via SMS, email or app.

What if I miss collecting the parcel?

• Contact us: If for any reason you can't collect your parcel in time, log in on the customer service page and choose My order as soon as possible. In some cases we can help you find a solution before the parcel is sent back.

More information

For further details, see our shipping policy here.

Yes. At checkout you can choose Klarna and pay later or in instalments, depending on the options Klarna offers in your country.

• Pay later: receive your items first and pay within the period Klarna offers in your country.
• Instalments: spread the cost over time. The available plans and any interest-free periods depend on Klarna's terms in your country, and you see all your payments in the Klarna app.

You'll find the steps under How do I pay in instalments? Any other questions about payment? Choose Payment under Write to us on the customer service page – no login needed.

No, we don't price match. If you have a question about a price, a discount or an offer, we're happy to look into it, but we can't promise a price change.

How to ask

• Write to us: choose Price, discount and offers under Write to us on the customer service page. No login needed.
• Send a link if you can: to the product or offer you mean.
• Reply by email: we reply within 24 hours on working days.

Here's how the refund works once you have returned an item to us.

Money back

• Full refund for accessories and spare parts: once we have received and checked the return, we refund the full amount to the payment method you used. Nothing is deducted – you paid the return shipping directly to the carrier.
• Electric vehicles and trailers: the return cost you approved is deducted from the refund.
• Refund or exchange: when you register the return, you see your options for a refund or an exchange.

When do I get the money?

• Normally within 2–5 working days after we have received and checked the return, and always no later than 14 days after you withdrew from the purchase. We also refund your original standard delivery cost. We may wait until we have received the item or you have shown that you have sent it.
• Email when it's done: you get an email when the refund has been made. You can also see the status under My order → See my refund on the customer service page.

If you paid by invoice

• Your invoice is adjusted: if you paid by invoice (e.g. Klarna), the refund is deducted from the invoice instead of money being paid back. For electric vehicles, the agreed return cost is paid via the invoice.
• No adjusted invoice yet? Don't pay the full invoice if you have already sent a return – wait for the adjusted invoice, and write in your return case under Your cases if the due date is approaching.

If the return is not approved

If the item has wear or damage that reduces its value, we let you know by email and show you photos. Depending on the damage, we make a deduction for the reduced value or send the item back to you at your expense.

Paying for your purchase in instalments is a convenient and flexible way to spread the cost over time. In the EU we offer this through Klarna.

Pay later or in instalments

Instead of paying the full amount at once, you can choose to pay later or split the payment into instalments, depending on the options Klarna offers in your country. This way you can get what you want without straining your monthly budget, and you get a clear overview of your payment plan in the Klarna app.

Here's how – step by step

1. Step 1: Choose the items you want to buy and proceed to your cart.
2. Step 2: Click "Go to checkout" to proceed to payment.
3. Step 3: Select Klarna as your payment method.
4. Step 4: Choose the option that suits you – for example pay later or pay in instalments.
5. Step 5: Follow Klarna's instructions to confirm your details and complete your order with the chosen plan.

Good to know

• Flexible: pay later or split the cost into instalments.
• Clear overview: see all your payments in the Klarna app.
• Country-specific terms: the available options and any interest-free periods depend on Klarna's terms in your country.

Do you have more questions about paying in instalments? Choose Payment under Write to us on the customer service page – no login needed.

Here's how to find out where your refund is.

See the status straight away

• Log in: on the customer service page and choose My order → See my refund. There you see whether the refund has been made and how far your return has come.
• Check your email: we email you when the refund has been made.

Made but not visible?

• Bank processing: it usually takes 3–5 banking days before the money shows on your account or card. Contact your bank or card company if it takes longer.
• Invoice: if you paid by invoice (e.g. Klarna), the invoice is adjusted instead of money being paid out.

Still nothing?

Have we received the item back and more than 14 days have passed since you withdrew from the purchase? Write in your return case under Your cases and we'll look into it straight away.

As a business customer you can shop with us using the same wide range of payment methods available at checkout, including major cards, digital wallets, PayPal and Klarna.

Pay later by invoice

Depending on your country, Klarna may also offer business payment options such as paying later by invoice. The available options are shown at checkout.

Larger or recurring business orders

If you're placing a larger order for your business, need a formal invoice, or have specific requirements, we're happy to help. Choose Businesses and retailers under Write to us on the customer service page and we'll guide you through the best option for your company.

Do you need more information or guidance on paying as a business customer? Write to us on the customer service page – no login needed.

We strive to make your purchase as easy and secure as possible by offering a wide range of payment options. Below you can read more about the methods you can choose from when you shop with us:

Payment methods

• Cards: We accept Visa, Mastercard, Maestro, American Express and UnionPay. Pay quickly and securely with your preferred card.
• Digital wallets: Pay in a few taps with Apple Pay or Google Pay directly from your phone.
• Klarna: With Klarna you can pay later or split your purchase into instalments, depending on the options available in your country.
• PayPal: Pay safely and flexibly via PayPal, without sharing your card details with us.
• Local bank-based methods: Depending on your country, you can also pay with iDEAL / Wero, Bancontact, BLIK, Przelewy24 and MobilePay – convenient options that let you pay straight from your bank account.
• USDC: We also support payment with the USDC stablecoin for those who prefer to pay with digital currency.

Why do we offer several options?

Our goal is to provide payment solutions that suit different needs and preferences across the EU. By offering a wide range of payment methods, we want to make your shopping experience as smooth, flexible and secure as possible. The methods available to you may vary depending on your country and are shown at checkout.

Do you have questions about our payment options or need help choosing the one that suits you best? Choose Payment under Write to us on the customer service page – we're happy to help.

Yes, when you withdraw from a purchase you pay the return shipping. How it works depends on what you return.

Accessories and spare parts

• You send the parcel yourself: with any carrier you like, with tracking, to the return address you get when you register the return. You pay the carrier directly.
• Nothing is deducted: we don't deduct anything from your refund. When you register the return, you see your options for a refund or an exchange.
• Exchange for a different size or colour: you send the parcel the same way, and we send the new item when your return has reached us in Gothenburg.

Electric vehicles and trailers

• Price by size and weight: up to €499. We work out the price, and the return is only booked once you have approved it.
• Deducted from your refund: if you choose money back, the agreed return cost is deducted from the refund, so you don't pay anything up front.

If you paid by invoice

• The invoice is adjusted: but the return cost still applies. If you bought an e-scooter for €599 and the agreed return cost is €99, the refund is €500, and you pay the €99 via the invoice.
• Wait for the adjusted invoice: don't pay the full invoice if you have already sent a return, and write in your return case if the due date is approaching.

When the return is free

• We sent the wrong item: then we cover the return.
• Fault with the product: if it is a complaint or transport damage, we pay the shipping. Report it under Something is wrong on the customer service page before you send anything.

You are responsible for the return reaching us, and we can't compensate for parcels lost in transit. Pack the item well in the original box.

Yes, as a consumer in the EU you have a full 14-day right of withdrawal from the date you receive your item, under EU consumer law. Please note: an e-vehicle that has been used or ridden – no matter how short the distance – is not taken back. Check the vehicle without riding it. Here are the details of how it works:

Conditions for returns

• Right of withdrawal: You have the right to withdraw from your purchase within 14 days from receiving the item, without giving a reason. After notifying us, you then have 14 days to send the item back.
• Condition of the product: To receive a full refund, the following must be met:
  • The product must not have been used beyond what is necessary to check its nature and function. For an e-vehicle this means: do not ride it at all.
  • All labels/tags must still be attached.
  • All accessories, manuals and components must be included.
  • Return the item in its original box (original packaging). Keep the original box – the product is always sent in its original box; we do not send out new boxes.

E-vehicles: unused or no return

• Used e-vehicles are not taken back: an e-scooter, e-bike, electric unicycle, e-cross bike or mobility scooter that has been ridden – no matter how short the distance – cannot be returned as an unused item. A used e-vehicle has lost its value as new, and the deduction then normally corresponds to the full value of the item.
• How to check it without losing your right of withdrawal: unpack carefully, check the model, the colour, that all parts are included and that the vehicle switches on. Do not ride it, do not fit any accessories and do not register it in the manufacturer's app. Keep the protective film and the packaging.
• Inspection on return: all returns of e-vehicles are inspected. Worn or dirty tyres, scratches, distance on the odometer, charge cycles in the battery or registration in the app mean that the return is refused and the vehicle is sent back at your expense.

Return costs

Unless the product is defective or non-conforming, you are responsible for the return cost. Accessories and spare parts: you send them back yourself to our return address and pay the shipping directly. E-scooters, e-bikes, electric unicycles, e-cross bikes and large items: up to €499, depending on weight and volume – the exact cost is confirmed in advance and deducted from your refund.

Need help?

Want to return something? Register the return on our returns page. For other questions about the right of withdrawal or your rights, write to us on the customer service page – no login needed.

If something is wrong with your product, you report it on the customer service page. Log in with the same email address you used when you placed your order and choose Something is wrong. All products have a 2-year warranty, and your statutory rights under EU law always apply.

How to do it

• Choose order and product: then choose what fits best, for example won't start, battery, brakes or damaged in delivery. Each product gets its own case.
• Photos and video: photograph and film the fault. A video where the fault is visible helps us help you fastest.
• Electric vehicles: we also ask for a photo of the serial number and the odometer reading. If you can't find the serial number, a photo of where it should be is enough.
• Address and phone: if we need to send a part or a new product, you confirm where it should go and your phone number.

Damaged in delivery

Report transport damage within 7 days of delivery. Photograph the box from all sides, the shipping label and the damage, and keep the box.

Important

• Wait for us: don't send the product back and don't take it to a repair shop until we have asked you to.
• Keep the original box: if the vehicle needs to be sent in, it must be packed in its original box – we do not send out new boxes.
• Follow the case: you see the status and our replies under Your cases. We reply within 24 hours on working days.

Punctures and worn tyres count as normal wear. You'll find the right tube and tyre for your model in the spare parts portal.

You have a 14-day right of withdrawal from the day you receive the item. You make the return on the customer service page – log in with the same email address you used when you placed your order and choose Return or exchange.

Before you return

• Original box: the item must be sent in its original box with all parts, accessories and manuals. Keep the original box – we do not send out new boxes.
• Used electric vehicles are not taken back: an electric vehicle that has been ridden, even a short distance, that has had something fitted to it or that has been registered in the manufacturer's app can't be returned. Check the vehicle without riding it.
• Wrong size or colour? Choose exchange, and we'll send the right size or colour.
• Refund or exchange: when you register the return, you see your options for a refund or an exchange.

Accessories and spare parts

• Choose products: choose the order and what you want to return. Several products from the same order become one return.
• Send the parcel yourself: choose any carrier you like, but send it with tracking. You get the return address and shipping instructions once you have registered the return. You pay the shipping yourself.
• Enter the tracking: once the parcel has been sent, enter the carrier and tracking number in your return case.

Electric vehicles and trailers

• Register the return: choose the order and the product, and take photos of it and the original box. This also applies to bike, child and pet trailers and transport trolleys.
• Price for the return shipping: you pay the return shipping. We work out the price (up to €499 depending on size, weight and where you live) and get back to you.
• We arrange the transport: once you have approved the price, we send you a shipping label or book a collection.

Last day

The parcel must be sent no later than 14 days after you withdrew from the purchase. After that, the return is not valid. You are responsible for the parcel reaching us, so pack the item well.

Is something wrong with the product? Report it under Something is wrong instead – then we cover the return.

Want to withdraw from the purchase without logging in? Use Withdraw from contract. You get a receipt by email and then continue on the customer service page.

Yes. Wheelyshop provides a 2-year warranty on all products we sell – electric vehicles, accessories and spare parts – regardless of brand. The warranty is a voluntary commitment in addition to your statutory rights, which remain unaffected, and it applies on the same terms in every country we sell to.

Warranty period

• 2 years from delivery: the warranty is valid for 2 years from the day you receive the product.

What the warranty covers

• Manufacturing and material defects: on electric vehicles this includes all of the vehicle’s components – battery, motor, controller, display and the supplied charger – with no shorter warranty periods for individual parts. Whether a fault is covered depends on its cause.
• Not covered: normal wear (tyres, tubes, natural battery ageing), damage from accidents, improper use, lack of maintenance, modifications, or moisture beyond what the model is designed to withstand.

How we resolve a warranty claim

• Spare parts: for an approved claim we first send spare parts to remedy the fault.
• Repair: if that is not enough, we arrange a repair – through a repair centre or at a local workshop after our approval.
• Replacement: if repair is not possible, we replace the product. Wheelyshop pays for spare parts, labour and necessary shipping, including return shipping and delivery back to you.

Important: register the claim with us first

• Before visiting a workshop: report the warranty claim to us and wait for our approval before taking the product to a local workshop. Keep the workshop receipt and we will reimburse the repair. We do not reimburse repairs carried out without contacting us first.
• Keep the original box: if the product needs to be sent in for repair, it must be packed in its original box – we do not send out new boxes.
• No receipt needed: when you are logged in, your purchase is already in the case.

What is not reimbursed

• The warranty covers spare parts, repair or replacement of the product – not replacement vehicles, travel, lost working time or other consequential costs. This does not limit any right to compensation you may have by law.

How do I make a warranty claim?

1. Log in: go to the customer service page, log in with the same email address you used when you placed your order and choose Something is wrong as soon as you notice the fault.
2. Describe the problem: choose the order and the product, answer the questions and attach photos and video showing the fault.
3. Wait for our reply: we will get back to you with the next step – spare part, repair or replacement.

You will find the full terms on our warranty page.

In today's society, sustainability and reducing environmental impact play an increasingly important role. As a responsible e-commerce company, we at Wheelyshop are aware of the negative effect returns have on the environment.

Why we want to reduce returns

We strive to reduce returns and thereby reduce emissions and environmental impact. In this post we'll explore why avoiding returns is crucial for a more sustainable future and how we at Wheelyshop actively work to achieve this goal.

Why avoid returns?

• Reduces carbon emissions: Returns involve unnecessary transport, which contributes to increased carbon emissions and poorer air quality. By avoiding returns we reduce the need for return transport and thereby minimise our environmental impact.
• Preserves natural resources: Returns mean that products can no longer be sold as new, which leads to increased production to replace the returned goods. By avoiding returns we reduce the need for new production and preserve valuable natural resources.
• Promotes economic efficiency: Returns involve high costs for both companies and consumers. By avoiding returns we can optimise our operations and offer customers better prices and service.

Our commitment to reducing returns

• Improved product information: We recognise that clear and accurate product information is crucial to helping customers make well-informed purchasing decisions. We strive to offer detailed descriptions, specifications and reviews on our website to ensure customers get a clear picture of the products before making a purchase.
• Personal service and expertise: We're proud of our live chat and personal service available to help customers before they make a purchase. Our knowledgeable service experts are ready to answer questions, give advice and guidance to ensure the customer chooses the right product for their needs. By offering this supportive service we minimise the risk of the wrong purchase and thereby the need for returns.
• Thorough quality control: We take strict measures to ensure that all our products undergo careful quality control before they are sent to customers. This way we can minimise the risk of defective or damaged products, which reduces the need for returns.
• Clear return policies: We strive to have clear and easy-to-understand return policies that give customers confidence and security when buying. By making the return process simple and smooth, we encourage customers to make well-informed decisions and avoid impulse purchases that can lead to returns.

Looking ahead

We are determined to continue exploring and implementing innovative solutions to reduce returns and thereby reduce our environmental impact. We believe in the power of conscious purchasing decisions and want to be your reliable partner in making sustainable choices.

In summary

At Wheelyshop we are aware of the need to reduce returns and our environmental impact. By offering detailed product information, personal service, thorough quality control and clear return policies, we strive to minimise the need for returns and promote a more sustainable future. We encourage you to make well-informed purchasing decisions and to contact our support to get the help you need to find the right product for your needs. Together we can make a positive difference for the environment and future generations.

Yes, all our electric vehicles come with a manual to help you get started and use your product in the best way. Here are the details:

Physical manuals

• In the packaging: Every electric vehicle comes with a printed manual included in the packaging.

Digital manuals

• PDF format: A digital version of the manual in PDF format is available on the respective product page on our website.

How to find the digital manual

1. Go to the product page for your electric vehicle.
2. Scroll down to the Specifications section.
3. Click Show more and scroll down to the Manual section.
4. Click the link to download the file.

Video guides

• Instructional videos on YouTube: For many of our models, instructional and assembly videos are available on YouTube. These guides visually show step by step how to assemble and adjust your electric vehicle. The videos provide extra support in addition to the printed and digital manuals.

Why is the manual important?

The manual contains important information such as:

• Assembly and settings.
• Use and safety.
• Care and maintenance to maximise the lifespan of your e-scooter.

Need help?

• Log in: can't find the manual or need help understanding it? Log in on the customer service page and choose Questions about an ordered product → Assembly and manual, and we'll help you.

When you buy an electric vehicle from us, such as an e-scooter or e-bike, it arrives mostly pre-assembled. Depending on the model, only a few simple steps are required before the vehicle is ready to use.

How much is assembled?

• E-scooters: approximately 90% pre-assembled.
• E-bikes: approximately 70% pre-assembled.

What needs to be assembled?

The most common steps include:

• Attaching the handlebars
• Tightening screws and fastenings
• Fitting the pedals (e-bike)
• Fitting the front wheel (e-bike)

Additional steps (depending on the model)

Some models may require extra adjustments or assembly:

• Attaching tyres or wheels
• Adjusting brakes or brake disc
• Checking and fine-tuning the gears (e-bike)
• Fitting the front light
• Attaching the saddle (if applicable)

How easy is it?

The assembly is designed to be as simple as possible and can be carried out with the tools and instructions included. You don't need any advanced technical knowledge, and most steps take only a few minutes to complete.

Help and resources

To make assembly as smooth as possible, we offer several different aids:

• Printed manual: Always included in the packaging.
• Digital manuals: Available as a PDF on the respective product page.
• Video guides: Step-by-step guides are available on YouTube for many models.

Need help?

Stuck, or missing instructions for your model? Log in on the customer service page and choose Questions about an ordered product → Assembly and manual, and we'll help you step by step.

A COC document (Certificate of Conformity) shows that your vehicle meets EU requirements – here's why it matters and how to get one from us. Please note that we cannot guarantee a COC document for every model – not all the models we sell have one.

Why COC documents are necessary for e-scooters and e-bikes

As we move towards a more sustainable and efficient transport infrastructure, e-scooters and e-bikes are becoming increasingly common on our streets. These electric vehicles offer a convenient, environmentally friendly and cost-effective solution for short journeys in urban environments. But for these vehicles to be integrated safely and legally into traffic, they need to meet certain requirements and standards. This is where COC documents play a crucial role.

What are COC documents and why are they important?

COC stands for Certificate of Conformity. It is a document issued by the manufacturer certifying that the vehicle meets all relevant safety and performance requirements under EU directives. For other vehicle types, such as cars and motorcycles, the COC document is standard and necessary to register the vehicle with your national authority and to be able to use it legally on the roads.

Why are COC documents needed for e-scooters and e-bikes?

Although e-scooters and e-bikes may seem small and harmless, it's important to remember that they are still part of traffic and that road safety must be prioritised. COC documents help ensure that these vehicles have undergone the necessary tests and meet the safety requirements needed to protect both riders and other road users.

Registration in your country

In many EU countries, vehicles subject to registration must be registered with the national authority if you intend to ride them in traffic, and requirements are based on the EU directives. In most cases you must be able to present a Certificate of Conformity (CoC) for the vehicle, issued by the manufacturer. Because the exact rules differ from country to country, check what applies where you live.

How to get a COC document from Wheelyshop

• After your purchase: log in on the customer service page and choose Questions about an ordered product → Laws, registration and CoC → Request a CoC certificate. We contact the manufacturer and get back to you.
• What we can provide: we assist with the COC document and the material the manufacturer has available at the time of purchase. This documentation describes how the vehicle relates to the European standards for safety, environment and performance.
• Not available for every model: we cannot guarantee that a COC document exists for every model – not all the models we sell have one.
• No additional documentation afterwards: we cannot produce further documentation after the purchase beyond what the manufacturer has made available.

Please note regarding registration with the national authority

• Difficult to get approved: it is generally very difficult to get e-scooters approved and registered with the national registration authority in your country.
• Documents at the time of purchase: we will of course assist with the documents and material we have access to at the time of purchase, but we cannot produce additional documentation afterwards.
• At your own risk: if the authority rejects the registration, this is entirely at your own risk. A rejection does not constitute grounds for a complaint, and we can never guarantee that a registration will be approved.
• Want to ride legally on public roads? To ride without any requirement for registration or insurance, you must stay within the limits that apply in your country (typically 250 W / 20–25 km/h).
• Right of withdrawal: you always have a 14-day right of withdrawal under the applicable rules from the day you receive the item – please note that no exceptions are made once the withdrawal period has expired.

Questions about your COC document? Write in the case under Your cases on the customer service page.

Read more in our guides to e-scooter laws and e-bike laws in Europe.

Convenient transport requires the right protection. Insurance requirements for e-bikes, e-scooters and mopeds vary across the EU, so it's important to know what applies in your country.

E-bikes and e-scooters

In many EU countries, e-bikes and e-scooters that stay within certain power and speed limits (typically up to 250 watts and around 25 km/h) may be covered by your home/contents insurance for theft and damage up to a certain value. For higher-value vehicles, separate insurance is often recommended or required. Check with your insurer what is covered, and follow the rules (for example, avoid unauthorised carrying of passengers or riding where it isn't allowed) to keep your cover valid.

Faster models and mopeds

More powerful or faster vehicles are often classified as mopeds and, in most EU countries, require third-party (traffic) insurance by law. This covers the rider, third parties and property in the event of an accident. You can usually add comprehensive cover for theft and damage. Riders may also need an appropriate licence and to wear a helmet – check your national requirements.

Contact your insurance company

We recommend contacting your insurance company to confirm what is included in your home insurance, or to extend your cover for extra protection. We don't offer insurance directly, but we do provide a warranty for manufacturing defects that may arise with our products.

Conclusion

The right insurance is crucial for safety. E-bikes and e-scooters are often covered by home insurance within certain limits, while faster models and mopeds usually require dedicated traffic insurance. Because rules differ between EU countries, always check the requirements where you live and insure your vehicle accordingly for a responsible and safe journey.

Read more in our guides to e-scooter laws and e-bike laws in Europe.

E-bikes have quickly become popular as an efficient means of transport. To cycle safely and legally, it's important to understand the rules that apply to e-bikes. Many of these are harmonised across the EU, but some details differ by country, so always check your local regulations.

What rules apply to e-bikes?

To be classified as a bicycle across the EU, an e-bike (a "pedelec") may provide electric assistance up to a maximum speed of 25 km/h, and the motor output must not exceed 250 watts. The motor must only provide assistance when you pedal, reinforcing your own effort. Just like regular bicycles, e-bikes must be equipped with a bell, brakes, lights and reflectors.

Age and licence requirements

For standard pedelecs (up to 25 km/h and 250 W) there is generally no requirement for a driving licence. Minimum age and rules on carrying children vary by country.

Helmet requirements

Helmet rules vary by country. For standard e-bikes there is often no legal helmet requirement for adults, but a helmet is strongly recommended for safety. Children are required to wear a helmet in many countries.

Where may you ride an e-bike?

E-bikes are classified as bicycles and may generally be ridden on cycle paths, even where mopeds are not allowed. Rules on off-road and trail cycling vary by country and may require the landowner's permission.

Pedal-assisted cycling

The e-bike's motor is only activated when you pedal, providing assistance up to 25 km/h. If the motor provides power without pedalling, or exceeds the speed or power limits, the vehicle is considered a moped and is subject to different rules (including registration, insurance and licence requirements).

Mandatory equipment

A bicycle must have a working bell and working brakes. Lights and reflectors are generally required in the dark: a rear light showing red, a front light showing white or yellow, and reflectors. The exact specifications vary by country.

Important considerations when buying an e-bike

• Make sure your e-bike complies with EU regulations and is CE marked.
• Practise cycling and familiarise yourself with your e-bike's functions before heading out into traffic.
• Consider wearing a helmet for your safety, regardless of legal requirements.

Understanding and following the rules for e-bikes guarantees both your safety and compliance with the law. Because some details differ between EU countries, check the current rules with your local authorities. Cycle responsibly and enjoy the convenience of e-biking!

Read more in our guide to e-bike laws in Europe.

Using an e-scooter is a convenient way to get around the city. Rules for e-scooters differ from one EU country to another, so always check the specific regulations that apply where you ride. Below is a general overview of the essentials that apply in most places.

Equipment & safety

To ride safely and legally, an e-scooter should generally have:

• Working brakes
• Front and rear lights
• Reflectors
• A bell or horn

Lights should always be on when it's dark. A helmet is required for younger riders in many countries and is strongly recommended for everyone, especially in urban environments.

Where you may ride

In most countries e-scooters should be used on cycle paths. Riding on pavements and footpaths is often prohibited to protect pedestrians. When parking, take care not to block footpaths or other public areas.

Age limits & responsibility

Minimum age requirements vary by country. All riders must follow local traffic rules and take responsibility in traffic, just as when cycling.

Alcohol & drugs

It is illegal to ride an e-scooter under the influence of alcohol or drugs. This increases the risk of accidents and is prohibited across the EU.

Maintenance & care

Regular maintenance is crucial for both safety and performance. Check the brakes, lights, tyre pressure and battery level regularly.

Registration & insurance

Depending on the country, faster or more powerful e-scooters may need to be registered and/or insured. Requirements are often linked to the vehicle's speed and motor power. Always check the rules with your national transport authority and make sure your vehicle is insured where required.

Respect the environment & other road users

Show consideration for the environment and other road users by following traffic rules, respecting pedestrians and avoiding careless riding.

Following these rules is crucial for a safe and enjoyable e-scooter experience. Because regulations differ between EU countries, we always recommend checking the current rules with your local authorities before riding.

Read more in our guide to e-scooter laws in Europe.

Great! Tell us what you need and we'll help you with larger orders, a quote or a partnership as a retailer.

How to contact us

• Write to us: choose Businesses and retailers under Write to us on the customer service page, or use the form on our business page. No login needed.
• Tell us about the business: the company name, your company registration / VAT number if you like, and whether you want to buy for the business or become a retailer.
• Reply by email: we reply within 24 hours on working days.

Paying as a business

Businesses can pay with the payment methods shown at checkout, including Klarna where available. Read more under Payment for businesses.

No, since we are a pure e-commerce business we don't have a physical store and therefore can't offer test rides before purchase. However, we strive to give you all the information you need to feel confident in your choice.

Here's how we make up for not offering test rides

• Detailed product descriptions: On each product page you'll find detailed specifications and information about the products' functions and performance.
• Videos and images: We offer instructional and product videos for many of our e-scooters and e-bikes. These show the products in use and give a clear visual presentation. High-quality images from different angles help you see the details and design.
• 3D view: On some models you can rotate the product in 3D right on the product page and see it from every angle.
• Customer service and advice: If you have questions about a specific model or want to know which product best suits your needs, you're always welcome to write to us under Write to us → Question before buying – no login needed.

Contact us

• Write to us: choose Question before buying under Write to us on the customer service page – no login needed. We reply by email within 24 hours on working days.
• Chat: Our customer service is also available via chat for quick answers and advice.

Need more help?

We understand that choosing an e-scooter or e-bike is important, and we're here to help you through the whole process. Don't hesitate to contact us if you need more information!

No, our business is a pure online store, which means we don't have a physical shop. Despite this, we strive to give our customers as comprehensive and informative a shopping experience as possible.

Here's how we make up for not having a physical store

• Detailed videos: For almost all of our e-scooters and e-bikes we offer instructional and product videos. These videos show the products in detail and give a visual overview of their functions and features.
• High-quality images: Our product pages contain clear and carefully taken images that show the products from several angles, so you can get a good sense of the design and details.
• 3D view: On some models you can rotate the product in 3D right on the product page and see it from every angle.
• Comprehensive product information: On each product page you'll find specifications, manuals and video guides to help you make an informed choice.

Benefits of our online store

• Easy access: You can shop from the comfort of your home whenever it suits you.
• Fast support: write to us on the customer service page and we reply within 24 hours on working days.

Need more help?

If you need further information about our products or services, don't hesitate to contact us. We're here to help you!

No, we don't offer phone support. We help you fastest in writing – that way you can send photos and video, and everything is collected in your case.

How to reach us

• Have you shopped with us? Log in on the customer service page with the same email address you used when you placed your order. There you get help with your order, returns and faults, and you can follow your cases.
• Other questions: questions before buying, spare parts, payment, business purchases and prices go via Write to us on the same page – no login needed.
• Chat: you can also reach us in the chat on our website.

We reply within 24 hours on working days.

If you can't find the part you're looking for, we're happy to help – no login needed.

Search the spare parts portal first

In the spare parts portal you choose your model and see the parts that fit.

Not there?

• Send a request: choose Spare parts under Write to us on the customer service page. Choose brand and model and describe which part you need, where it sits and how many.
• Photo: a photo of the old part or the connector makes it easier to find the right one (optional, up to 3 photos).
• Contact details: name, email, delivery address and phone number.

Quote

• One total price by email: we check with the manufacturer and email you a quote. You decide whether you want to buy once you have seen the price.
• Valid for 14 days: if you want the part, confirm your address and pay via the link in the email before the quote expires.
• Delivery time: special-order parts have a delivery time of up to 20 working days.
• No guarantee of availability: not every part can be sourced. If so, we'll let you know.

Is something wrong with a product you bought from us? Make a complaint under Something is wrong instead.

We are really sorry to hear that your e-scooter or e-bike has been stolen! Unfortunately, we cannot look up the serial number for you, but here is where to find it and what you need for the police report and your insurance company.

Why don’t you have the serial number?

We don’t record frame numbers or serial numbers when you buy the vehicle, and the number isn’t on the receipt. The number is unique to your vehicle and is found on the frame itself – usually engraved or on a sticker.

Where is the serial number?

• E-scooter: usually under the deck, on the stem or near the folding mechanism.
• E-bike: usually under the bottom bracket where the pedals are attached, on the seat tube or near the rear wheel mount.

Describe where the number is located in your police report – it makes it easier to identify the vehicle if it is recovered.

How to find the number when the vehicle is gone

• Your photos: go through photos you have taken of the vehicle – sometimes the frame or the sticker is visible.
• The original box: the box sometimes has a label with the serial number, so check it if you kept it.
• The manufacturer’s app: if the vehicle was connected to an app, the serial number can sometimes be found in the vehicle information.
• Your cases: if you have made a complaint with us and photographed the serial number, the photo is still in the case under Your cases on the customer service page.

Report the theft to the police

• As soon as possible: contact the police in the country where the theft happened. In many countries you can also file a report online.
• Describe the vehicle: brand, model, colour, serial number if you have it, and any distinguishing features such as stickers, scratches or accessories.
• Keep the report number: your insurance company will ask for it when you file your claim.

Contact your insurance company

• File a claim: contact your insurer as soon as you have reported the theft to the police.
• Your receipt from us: it shows the model, purchase date and price. You can download it from your order confirmation or on the customer service page under My order – see How do I find my receipt?
• Check your terms: how much is covered depends on your policy, and many insurers require the vehicle to have been locked. Read more in Insurance for e-scooters and e-bikes.

Tips for your next vehicle

• Photograph the serial number: take a picture of the number as soon as the vehicle arrives and keep it together with your receipt.
• Keep the original box: you will also need it if the vehicle ever has to be sent back.
• Always lock your vehicle: use a sturdy lock, lock it to a fixed object and keep the vehicle indoors overnight whenever possible.

Need help?

Can’t find your receipt or have other questions about your purchase? Log in on the customer service page and we will help you. Good luck with the police report and your insurance claim!