Shipping

Shipping rates

Free shipping: Available on all orders from 69.90 EUR within the European Union.

Shipping fee: Orders below 69.90 EUR are subject to a shipping fee of 6.95 EUR.

All shipping costs are clearly displayed at checkout before you complete your purchase.

Delivery times

All products: Estimated delivery time is 5–10 business days.

Special orders: Spare parts that are not in our shop can be requested without logging in via Write to us → Spare parts on our customer service page. We email you a quote with one total price, valid for 14 days. Delivery takes up to 20 business days.

Shipping options and tracking

• We ship your order with Postnord, DHL, UPS, Schenker or FedEx.
• The carrier is automatically selected based on weight, size, and delivery address to ensure the fastest possible delivery.
• You can track your order here by entering your tracking number or your order number along with your email address or phone number.

Warehouses

To ensure the fastest possible delivery, we maintain stock at multiple locations within the EU and in China. Depending on the products you order and current stock availability, your order may be split into multiple separate shipments.

This means you may receive multiple tracking numbers for the same order. For example, if you order an electric scooter, it may be shipped from our EU warehouse with one tracking number. If you also order a lock, it may be shipped separately from China with its own tracking number.

Pickup and identification

• If your package is sent to a pickup point, you will receive an SMS or email when it is ready for collection.
• You will need to show valid photo ID at the service point to collect your package.

Home delivery

• For larger items such as electric scooters and e-bikes, we always offer free home delivery directly to your door.
• For home deliveries of electric scooters or e-bikes, the carrier normally books the delivery time itself, so you usually do not need to confirm a time. The carrier may provide a preliminary delivery date. Follow your tracking number to see the booked delivery time. If the carrier does contact you, you must reply so that the delivery can be completed. It remains the customer's responsibility to be available at the specified address at the booked delivery time.
• If you prefer to collect your package from a service point instead, please contact the relevant carrier to arrange this.
• Smaller parcels may be delivered without a signature where the carrier offers this option.

Order confirmation

• Once we receive your order, an order confirmation will automatically be sent to the email address you provided. We do not send paper order confirmations, in line with our environmental commitment.
• Please check your order confirmation carefully to make sure everything is correct. If anything is wrong, log in on our customer service page and choose My order – you can change the order or the delivery address there before it has shipped.

Shipping damage

• Has your shipment been damaged in transit? Log in on our customer service page, choose Something is wrong and attach photos of the box from all sides, the shipping label and the damage – preferably within 7 days of delivery – and we will help you file a claim with the carrier.
• Always keep the damaged product and its packaging exactly as you received it.
• Please note that extra tape on your package may sometimes be applied by the carrier to ensure the box remains secure during transit.

Delays

If your order is delayed, we will notify you as soon as we become aware of it and provide an updated estimated delivery date. If your order has not arrived after 10 business days, or tracking has not moved for 3 business days, you can open a case under My order → See where my order is on the customer service page.

Unclaimed packages

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). Avoid this by collecting your package on time.