How is order payment processed?

We always keep accurate records of our stock live updated on our site. Having that said, after your order is received, we double-check to confirm it's in-stock and processes the charges and submit the order for shipment. If there's any mistake with the warehouse records and the item is unavailable or out of stock, we will void the pre-authorization and reach out to you via e-mail.

When does the ordered item(s) get dispatched?

After your order is confirmed to be in-stock and charges are processed, the purchased item(s) will be dispatched from the warehouse within 16 working hours after order confirmation. We will send you a confirmation of your order dispatch to the e-mail address you provided when checking out. If you do not receive the confirmation email from us within four business days of your order, contact us at support@electricscooterslondon.com.

After dispatch, when is the ordered item(s) expected to be delivered?

In most cases, you will receive your order with 3-10 working days after product dispatch.

What happens if the delivered item is damaged?

Don't worry if that happened. Check your item(s) for damage once they arrive. If you notice any damage, make note of it when signing for delivery. If your item arrived damaged, please send photos and/or videos to support@electricscooterslondon.com and we will contact you promptly. We will keep following up with you via phone and email till we get any issue resolved and you become satisfied. For more details, check - https://www.electricscooterslondon.com/pages/returns-refunds

Can I partially or fully cancel my order?

If you cancelled all or a part of your order before being dispatched from the warehouse, 100% of the order value will be returned. While if you cancelled after the item(s) is already dispatched, you (the buyer) will be charged for actual return shipping charges. For more details, check our returns policy. https://www.electricscooterslondon.com/pages/returns-refunds

How can I get the refunded value in case of returns?

Refunds will be issued to the original credit card that you use when placing your order. For more details, check our returns policy - https://www.electricscooterslondon.com/pages/returns-refunds

Didn't you find your question here?

If you didn't find your question in this page, please reach out: use our instant live chat or email us at support@electricscooterslondon.com use our contact us page - https://www.electricscooterslondon.com/pages/contact-us

Frequently Asked Questions (FAQ)

Last updated: 2 October 2025

🛒 Orders & Payments

How can I place an order?

Simply browse our products, add your chosen item to the cart, and complete checkout using our secure payment system. You’ll receive an email confirmation once your order is placed.

What payment methods do you accept?

We accept major debit and credit cards, PayPal, Klarna, and other secure payment methods available at checkout.

Can I change or cancel my order?

If your order hasn't been dispatched, contact us as soon as possible at support@electricscooterslondon.com. If it has already been dispatched, you may still cancel under our Returns & Refunds Policy.

🚚 Shipping & Delivery

How long will delivery take?

Most orders are dispatched within 1–2 working days. Delivery usually takes 3–5 working days after dispatch. You'll receive tracking details by email once your order has shipped.

Do you ship outside the UK?

Our primary service area is the UK. For international orders, please contact us before purchasing to confirm availability and shipping costs.

How much does shipping cost?

We offer free or low-cost shipping on most orders within the UK. Shipping charges (if any) are displayed at checkout.

🔄 Returns & Refunds

What is your returns policy?

You can cancel your order within 14 days of delivery and return the item for a refund under the Consumer Contracts Regulations, provided it is unused and in original packaging. Please see our Returns & Refunds Policy for details.

Do you charge restocking fees?

No restocking fees apply to statutory returns. For our extended goodwill returns, a reasonable handling fee may apply if items are returned in a used or incomplete condition.

How do I start a return?

Email support@electricscooterslondon.com with your order number and reason for return. We'll provide instructions and a return label if required.

🛠️ Warranty & Repairs

Do your products come with a warranty?

Yes. All our products come with a manufacturer's warranty (typically 6 months, depending on the model) in addition to your statutory rights under the Consumer Rights Act 2015.

How do I make a warranty claim?

Contact our support team with your order number, a detailed description of the issue, and any relevant photos/videos if possible. We'll guide you through diagnostics, repair or replacement.

Do you provide servicing?

Yes. We offer servicing and repairs to help extend the life of your e-bike or scooter. Contact us for details or book a service slot.

⚖️ UK Law & Legality

Are electric bikes legal on UK roads?

Yes. Electric bikes (EAPCs) that meet UK regulations (max 250W motor, 15.5 mph assist limit, pedals) are fully road-legal without the need for tax, insurance or a licence.

Are electric scooters legal in the UK?

Currently, privately owned e-scooters are not legal for use on public roads, pavements or cycle paths in the UK. They can only be used on private land with the landowner's permission. We include this notice on all scooter product pages.

Will the law on e-scooters change?

The UK government has been running rental trials and considering legislation. While changes are expected, no official timeline has been set.

❓ Other Questions

Do you offer test rides?

Test rides are available for select e-bike models by appointment. Please get in touch with us to check availability.

Can I finance my purchase?

Yes. We offer finance options through Klarna and other partners. Options are shown at checkout.

How can I contact you?

Email us at support@electricscooterslondon.com or use our live chat. Our office address is:
Electric Scooters London (ECOMOVE UK Ltd.)
11 Campbell Road, London TW2 5BY, United Kingdom

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Frequently Asked Questions