How can we help?

If you'd like to add more products to an order you've already placed, it may be possible depending on the order status. Here's how to go about it:

Check your order status

Before contacting us, it's important to check whether your shipment has already been sent. If your order has not yet been shipped, there may be an opportunity to make changes.

Contact us quickly

If your order has not yet been shipped, contact us as soon as possible to increase the chances that we can add products to your order. You can do this via the form on this page.

How to use the contact form

1. Open the contact form on this page.
2. Fill in the relevant details, such as your order number and which products you'd like to add.
3. Submit the form to us.

We will check your order status and get back to you as soon as possible with information on whether it's possible to add the desired products and how we proceed.

Time sensitivity

It's important to act quickly, as the opportunity to make changes to your order is limited to the time before your order has begun processing for delivery.

For further questions or more immediate assistance, please don't hesitate to contact our customer service directly.

It depends on whether your order has already been shipped. We start handling your order right after payment to ensure fast delivery – here is what applies and what your rights are as a customer:

What happens if I want to cancel?

• Your order has not been shipped yet: we check whether it can still be stopped. It may already be on its way in the transport chain and can then no longer be cancelled – in that case the purchase is refunded after the return.
• Your order has been shipped: it cannot be cancelled. Receive or collect the parcel, withdraw from the purchase on the Withdraw from the contract page and return the item within 14 days. You bear the return cost as set out in the return policy. If you do not collect the parcel, return shipping is charged as set out in the shipping policy.

What can I do if I no longer want the product?

Even when the order cannot be stopped, as a customer you have a 14-day right of withdrawal under EU consumer law. This means you can return the product within this time frame under the following conditions:

1. Right of withdrawal: You have the right to withdraw from your purchase within 14 days from the day you receive the item.
2. Return shipping: The cost of returning the item is your responsibility and depends on its weight and volume – from €8.90 for accessories and spare parts, and up to €499 for e-scooters, e-bikes and large items. The exact amount is confirmed by us before the return.

The importance of reviewing your order carefully

We encourage all our customers to review their orders carefully before completing payment. Being sure of your purchase helps avoid unnecessary return costs and shipping.

Additional information

For more information about your rights as a consumer, we recommend contacting your national consumer protection authority.

For further questions or if you need help with a returned item, please contact our customer service.

Need to download your receipt? There are two quick ways: from the email you received when you placed your order, or by logging in to your account with us.

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: log in to your account

1. Log in: Go to My account and enter the email address you ordered with. You receive a one-time code by email – no password needed.
2. Open the order: Under Orders you see all your orders. Open the order the receipt is for.
3. Download: On the order page you find your digital receipt – download it as a PDF.

Can’t find the email?

• Spam folder: Check your spam folder.
• Search your inbox: Search for our company name or your order number.
• My account: Log in to My account as in option 2.

If you still can’t find it: get in touch with us via the form on this page and we will help you right away.

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 contact our customer service for further assistance.

For any further questions or concerns, please don't hesitate to contact our customer service.

Yes, it's possible to change the delivery address for your order under certain conditions. Here's how to go about it:

When can the delivery address be changed?

• Before the shipment is sent: You can change the delivery address as long as your shipment has not yet been sent from our warehouse.

How do I change the delivery address?

1. Contact us as soon as possible: Use the form on this page to inform us of the change.
2. Provide the relevant information: Make sure to include the following information in your message:
   • Your order number
   • Your current delivery address
   • The new delivery address
3. Wait for confirmation: Our customer service team will confirm whether the change is possible and update your order accordingly.

Important to keep in mind

• Quick action required: To avoid delays or problems with your delivery, it's important to contact us as soon as possible after you discover the need to change the address.

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? Write to us via the form on this page and we'll help you.

You can follow your order all the way from our warehouse to your door or pick-up point. Here's how to track your order:

Step by step

1. Open the tracking page: go to Track your delivery.
2. Choose one of two options: enter either your tracking number (this is enough on its own), or your order number together with the email address or phone number you provided when ordering.
3. See the status: you get the current status and estimated delivery directly on the page.

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?

• Patience is key: it can take a little time for the tracking information to update in the system. We recommend waiting a couple of hours and then trying again.

Need help?

Can't find your shipment, or does the status look wrong? Write to us via the form on this page and we'll help you.

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 over €69.90: If your order exceeds €69.90, 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, a shipping fee applies. The exact amount is calculated and 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 contact our customer service. We're here to help with any of your concerns.

We understand it can be frustrating to wait longer than expected for your order. Here's what you can expect and how to get help if your delivery is delayed:

What happens in the event of delays?

• Information about the delay: If we become aware that your order will be delayed, we will inform you as soon as possible. You'll receive an update with a new estimated delivery time by email.

What do I do if I haven't received any update?

• Check your email: Make sure you've checked your inbox and spam folder for messages from us.
• Contact us: If you haven't received any new information or if you have questions about your delayed order, please contact us via the form on this page.

How we help you

• Fast handling: Our team will investigate your order and give you the latest information on delivery status.
• Solutions: If the delays are significant, we can discuss possible options to resolve the situation, such as a new delivery or a refund.

Patience and understanding

We work hard to minimise delivery delays and appreciate your patience. Delays can sometimes occur due to factors beyond our control, such as transport issues or high workload at our suppliers.

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

Delivery times

• All products: 5–10 business days. We work closely with our suppliers and transport partners to get your order to you as quickly as possible.
• Special orders: up to 20 business days for orders placed via email, such as custom spare parts. The longer time is because these parts are specially ordered or customised.

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?

Write to us via the form on this page with your order number and we'll find out where your parcel is.

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, contact our customer service 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.

We understand that payment flexibility is important to our customers. That's why we offer Klarna at checkout across the EU, so you can choose the option that suits you best.

Payment options with Klarna

• Pay later (invoice): With Klarna you can choose to pay later – receive your items first and pay within the period Klarna offers in your country.
• Instalments – spread the cost: If you prefer to split the payment, Klarna lets you pay in instalments over time. You get a full overview of your payments in the Klarna app, and the available plans and any interest-free periods depend on Klarna's terms in your country.

Here's how it works – 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 Pay later or Instalments.
5. Step 5: Follow Klarna's instructions to confirm your details and complete your order.

Do you have more questions about paying with Klarna? Feel free to contact our customer service – we're happy to help!

Returning a product and getting a refund should be a simple process. Here's what you can expect when you return an item to us:

Step 1: Return confirmation

Once your return has been received and inspected by us, we'll confirm the approved refund amount, which is the purchase price minus any applicable return cost.

How the refund is calculated

Your refund is the original purchase price of the returned item(s) minus any return cost. Return costs start from €8.90 for accessories and spare parts, and go up to €499 for e-scooters, e-bikes, electric unicycles, e-cross bikes and large items, depending on weight and volume. If the product is defective or non-conforming, return and shipping costs are covered by us.

If you paid by invoice

• Your invoice is adjusted: if you paid by invoice (e.g. Klarna), the refund is deducted from the invoice amount – so you receive a new, lower invoice instead of money back.
• The return fee still applies: the return cost must still be paid. Example: if you bought a product for €60 and the return cost is €8.90, the refund is €51.10 – you still pay the €8.90 via the invoice.
• No invoice yet? Don't pay the full invoice if you have already sent a return – wait for the adjusted invoice, and get in touch with us if the due date is approaching.

Step 2: Processing the refund

• Time frame: The refund is normally processed within 2–5 business days after we have received and approved the return, and no later than 14 days. We may, however, withhold the refund until we have received the returned goods or you provide proof that you've sent them back.
• Refund method: The amount is issued using the original payment method used for your purchase.

If your return is not approved

• Diminished value: You are responsible for any diminished value resulting from handling the product beyond what is necessary to check its nature and function. In such cases we may make a corresponding deduction from your refund.

Need help?

If you have questions about your return or the refund process, don't hesitate to contact our customer service for personal assistance.

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? Don't hesitate to contact our customer service – we're happy to help!

If you're waiting for a refund and haven't seen any money returned to your account, there are a few steps you can take to resolve this:

Step 1: Check your bank account

• Check your account: Sometimes bank transactions can take time to appear in your account. We recommend checking your bank account again to make sure the refund hasn't already gone through.

Step 2: Contact your credit card company

• Processing time: Contact your credit card company, as it can often take a little time before a refund is officially issued and appears in your account. This process can in some cases take up to 1–3 business days.

Step 3: Check with your bank

• Delays at the bank: If you used a debit card or direct payment, also contact your bank. There is often a processing time before a refund is posted to your account.

Step 4: Contact us

• Still no refund? If you have followed all of the above steps and still haven't received your refund within 14 days of our return approval, please contact us. You can do this via the form on this page.

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. Contact our customer service 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? Feel free to contact our customer service – we're happy to help!

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? Don't hesitate to contact our customer service – we're happy to help.

Yes, in most cases you pay the return shipping when you withdraw from a purchase. The cost depends on what you are returning, and you always know the amount before anything is sent back.

What does return shipping cost?

• Accessories and spare parts: 8.90 EUR (flat rate).
• E-scooters, e-bikes and other electric vehicles: up to 499 EUR depending on weight and volume. We get back to you within 24 business hours with the exact cost, and the return is only arranged once you have approved it.

How the cost is deducted

• Deducted from your refund: the return cost is automatically deducted from the amount we refund, so you do not need to pay anything up front.
• If you paid by invoice: the invoice is adjusted, but the return fee still applies. If you bought a product for 29.90 EUR and the return cost is 8.90 EUR, the refund is 21.00 EUR, and you pay the 8.90 EUR via the invoice.
• Wait for the adjusted invoice: do not pay the full invoice if you have already sent a return, and contact us if the due date is approaching.

When the return is free of charge

• Defective product: if the return concerns a complaint, for example a defect or transport damage, we pay the shipping. Always contact us before sending back a faulty product.

Your responsibility in transit

• The parcel must reach us: you are responsible for the return arriving, and we cannot compensate for parcels lost in transit. Pack the item carefully in the original box.

Need help?

Not sure what your return will cost? Contact our customer service and we will work out the amount before you send anything.

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: from €8.90 for accessories and spare parts, and up to €499 for e-scooters, e-bikes, electric unicycles, e-cross bikes and large items, depending on weight and volume. The exact cost is confirmed in advance and deducted from your refund.

Need help?

If you have questions about returns, the right of withdrawal or your rights, don't hesitate to contact our customer service.

We strive to deliver products of the highest quality, but if something is wrong with your product you can file a complaint. Under EU law, all products are covered by a legal guarantee, and if a product is defective or non-conforming, the return and shipping costs are covered by us. Here's how:

Check the product on receipt

After receiving your order, inspect the products and check whether:

• The delivery matches your order confirmation.
• The products are damaged during transport.
• The products have any other faults or defects.
• Keep the packaging: Retain the box and packaging for any return or complaint.

How do I file a complaint?

1. Contact us first: Use the form on this page to notify us of the complaint. Describe the fault clearly, always attach photos and video, and include your order number (and serial number where applicable). This helps us assess the situation faster.
2. Wait for a response: Do not send the product back before you have been in contact with our customer service. We'll agree together on how the problem should be resolved.
3. Get a solution: For a defective or non-conforming product, you're entitled under EU law to a repair, replacement, price reduction or – where applicable – cancellation of the purchase:
   • Repair of the product.
   • Replacement with a new product.
   • Price reduction or refund, depending on the situation.

Important for a smooth complaint process

• Communication is key: Contacting us first ensures that we can handle your complaint in the best way.
• Timing: To get a solution as quickly as possible, we recommend that you file the complaint as soon as you discover the fault.

Need help?

If you have questions or need help filing a complaint about a product, don't hesitate to contact our customer service. We're here to make sure you're happy with your purchase!

Returning a product with us is easy, and we'll guide you through the process step by step. Here's what you need to know:

Returns and right of withdrawal

As a consumer in the EU, you have a full 14-day right of withdrawal from the date you receive your product(s), under EU consumer law (Directive 2011/83/EU). To be eligible for a return, the product must not have been used beyond what is necessary to check its nature and function, and all original packaging, accessories, manuals and components must be included and returned in the original box. Keep the original box – the product is always sent in its original box; we do not send out new boxes. 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.

Return costs

Unless the product is defective or non-conforming, you are responsible for the return cost:

• Accessories and spare parts: from €8.90.
• E-scooters, e-bikes, electric unicycles, e-cross bikes and large items: up to €499, depending on weight, volume and logistics.

The exact return cost is communicated to you in advance, based on weight and volume, and requires your approval before the return is arranged. It is then deducted from your refund. You are responsible for ensuring the product reaches us safely, unless a collection is arranged by Wheelyshop.

How to return your order

1. Contact us: Use the form on this page and select the subject "Return".
2. Provide details: Give your order number and state which items you'd like to return.
3. Always attach photos and video: Show the condition of the product – the packaging if it's unopened, or the product itself (including relevant parts such as wheels, frame or components) if it's been opened.

We'll respond within a reasonable time with the exact return cost, return instructions, and pickup or shipping details. Please note that returns can't be accepted without prior written approval.

Defective or non-conforming products

If a product is defective or doesn't match your order, the return and shipping costs are covered by Wheelyshop, and you're entitled to a repair, replacement, price reduction or – where applicable – cancellation of the purchase.

Need help?

If you have questions about the return process or need help, contact our customer service. We're here to make it easy for you!

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.
• Your order number is enough: you do not need to show a receipt – give us your order number and we will find your purchase.

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. Contact customer service: report the fault via the contact form as soon as you notice it.
2. Describe the problem: include your order number and a clear description, and always 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?

• Contact us: If you can't find the manual for your electric vehicle or if you need help understanding it, contact our customer service via the form on this page. We're here to 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?

If you run into problems or are missing instructions for your model, you're always welcome to contact our customer service via the form on this page. We're happy to help you step by step so your electric vehicle is quickly ready to use.

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:

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

• Contact us after your purchase: once you have placed an order with us, you are welcome to contact our customer service via the form on this page to request a COC document.
• 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.
• 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.

If you have questions or need help with your COC document, don't hesitate to contact us via the form on this page.

Convenient and environmentally friendly 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.

E-bikes have quickly become popular as a sustainable and 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 and eco-friendliness of e-biking!

Using an e-scooter is a convenient and environmentally friendly 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.

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.
• 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 contact us.

Contact us

• Form: Use the form on this page to send your questions.
• 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.
• 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: Our customer service team is available via the form on this page to help you with questions and concerns.

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!

We currently don't offer phone support, but we're happy to help you with your questions by email – fill in the form on this page to describe your query. You can also reach us via the chat on our website.

If you can't find a specific spare part for your product in our range, we're happy to help. Here's what you can do:

What should I do if the spare part is missing?

1. Contact us: Use the form on this page. State which product you have and describe the spare part you're looking for.
2. Provide detailed information: To help us assist you faster, include the following information in your message:
   • The model name or product number of your e-bike or e-scooter.
   • A clear description of the spare part.
   • Images if possible to show which part it is.
3. Our help: If the spare part is available from our suppliers, we can try to order it for you. We'll let you know as soon as we have information on availability, price and delivery time.

Important to know

• Unique parts: Some spare parts may be special orders, which can affect the delivery time.

Need more help?

Don't hesitate to contact our customer service for personal help finding the right spare part for your product. We're here to make things easier for you and ensure your product works optimally.

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?

For security reasons, we do not store frame numbers or serial numbers in any database. The number is always 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.

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 in My account – 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? Contact our customer service and we will help you. Good luck with the police report and your insurance claim!