Frequently Asked Questions

Last reviewed: July 2026

Find answers about ordering, delivery, returns, warranties, maintenance, repairs, electric bike rules and private-land e-scooters. If you cannot find the information you need, please contact Electric Scooters London.

Orders and Payments

How can I place an order?

Browse our products, add your chosen items to the basket and complete the secure online checkout. An order confirmation will be sent to the email address supplied at checkout.

Please check the product specifications, size, weight, intended use, maintenance requirements and legal classification before ordering. If you are uncertain whether a product is suitable, contact us before purchasing.

What payment methods do you accept?

We accept the debit cards, credit cards, PayPal, Klarna, Shop Pay and other payment methods displayed at checkout. Available methods can vary by order value, device and customer eligibility.

Can I pay with Klarna?

Klarna may be available at checkout, subject to Klarna’s eligibility checks, approval and terms. Electric Scooters London cannot control Klarna’s credit decisions, account restrictions or available payment plans.

Do you accept Cycle to Work scheme vouchers?

We are not currently registered with a Cycle to Work scheme and cannot accept Cycle to Work vouchers.

Can I change or cancel my order?

If the order has not been dispatched or entered a non-cancellable preparation process, please email support@electricscooterslondon.com as quickly as possible. We will try to make the requested change, but it cannot be guaranteed once processing or dispatch has started.

If the order has already been dispatched or delivered, cancellation and return costs may apply. Please read our Returns and Refunds Policy.

Can you reserve an item?

Products are not normally reserved without payment unless we have agreed otherwise in writing. Stock is allocated to confirmed orders.

Shipping and Delivery

How long does delivery take?

Most available products are dispatched within one to two working days unless a different timeframe is shown on the product page. Delivery commonly takes a further three to five working days.

These are estimates rather than guaranteed delivery dates. Supplier dispatch, courier delays, remote locations, adverse weather, public holidays and oversized products can affect delivery. Tracking information is normally sent after dispatch.

Do you offer free delivery?

Free standard delivery is available on eligible UK orders over £99 unless stated otherwise. Location, postcode, product size or a specialist delivery requirement may affect eligibility. Any applicable charge will be shown or confirmed before the order is completed.

Do you ship outside the UK?

Our principal service area is the UK. Contact us before placing an international order so we can confirm product availability, shipping costs, battery transport restrictions and available after-sales support.

Can I collect my order from your Twickenham shop?

Collection may be available for selected products. Contact us before ordering or travelling so we can confirm stock location, preparation requirements and a suitable collection time.

Will my electric bike or scooter arrive fully assembled?

Assembly varies by model and delivery method. Boxed products normally require some final assembly and safety checks before use, such as fitting or aligning the handlebars, pedals, display or other components.

Follow the manufacturer’s instructions carefully and check all safety-critical fixings. If you are not confident completing the assembly, arrange professional assistance. In-store professional assembly may be available by prior agreement.

What should I do if the package arrives damaged?

Inspect the outer packaging before discarding it. If there is visible damage, take clear photographs of every side of the box, shipping label, internal packaging and product.

Report transit damage to us as soon as possible. Keep the box and all internal packaging until the case is resolved, as the courier or supplier may require evidence or collection.

Returns and Refunds

Can I return an online or telephone order if I change my mind?

Consumers who purchase online or by telephone normally have 14 calendar days from the day after delivery to notify us that they wish to cancel. After notifying us, they normally have a further 14 calendar days to return the goods.

The product may be inspected as it would be in a shop. Riding it outdoors, adding mileage, causing marks, removing or damaging important packaging, installing accessories, altering settings or otherwise using it beyond reasonable inspection may reduce its value. A reasonable deduction may therefore be made where legally permitted.

Read our complete Returns and Refunds Policy before returning anything.

Can I return something bought in the shop because I changed my mind?

There is no automatic change-of-mind cancellation right for a non-faulty item purchased in the shop. Any discretionary return depends on the product’s condition, completeness, packaging, time since purchase and whether it can be resold.

This does not affect statutory rights where goods are faulty, misdescribed or not of satisfactory quality.

Who pays the return shipping?

For a non-faulty change-of-mind return, the customer is normally responsible for the return cost.

Where a statutory fault, damage on delivery or misdescription is accepted, we will bear the necessary and reasonable cost of the agreed UK return or collection.

If inspection finds no covered fault, or shows that the problem was caused by accidental damage, misuse, water ingress, modification, wear or inadequate maintenance, the customer may be responsible for inspection, repair, collection and return-delivery costs.

Do you charge restocking fees?

We do not apply a general restocking fee to a valid statutory cancellation. However, a reasonable deduction may be made if handling beyond what was necessary to inspect the item has reduced its value.

This can include outdoor use, mileage, scratches, dirt, worn components, missing parts, damaged packaging, modification or an incomplete return.

Do I need the original packaging?

Original packaging is not an absolute condition of a valid statutory claim, but we strongly recommend keeping it. Electric bikes and scooters are large, heavy products with vulnerable electrical and mechanical components, and the original packaging is normally the safest way to transport them.

If the original box has been discarded, suitable alternative packaging may be required. Contact us before arranging a return or collection. Damage caused during return transport by inadequate packaging may affect the refund or repair assessment.

How do I start a return?

Email support@electricscooterslondon.com with:

• your order number;
• your full name and contact details;
• the product being returned;
• the reason for the return;
• photographs of the product and packaging; and
• photographs or video of any reported fault or damage.

Wait for return instructions before sending the product. An unarranged return may be delayed, misdirected or unsuitable for the receiving location.

Warranty and Maintenance

What warranty do your products include?

Unless a different period is stated on the product page, our standard commercial warranty covers confirmed manufacturing defects in major electrical components for six months from delivery.

Selected products may include longer manufacturer or product-specific coverage, such as up to 12 months on the frame. Commercial warranty coverage is separate from and does not reduce statutory consumer rights.

Read our complete Warranty Policy for the conditions, exclusions and claim process.

What electrical components may be covered?

Depending on the product and applicable terms, covered electrical components may include the battery, original charger, motor, controller, display, pedal-assist sensor, throttle, lights and main wiring.

Coverage applies to confirmed manufacturing defects, not every problem occurring during the warranty period.

What is not normally covered by warranty?

The commercial warranty does not normally cover:

• normal wear and deterioration;
• punctures or worn tyres;
• worn brake pads, chains, cables, grips or bearings;
• routine adjustments and tightening;
• accident, collision or impact damage;
• water ingress or corrosion caused after delivery;
• neglect or inadequate maintenance;
• incorrect assembly;
• overloading or use outside the manufacturer’s instructions;
• incompatible batteries, chargers or accessories;
• unauthorised modifications, tuning or speed unlocking where these caused or contributed to the fault; and
• normal loss of battery range and capacity over time.

A specific exclusion only applies to the extent permitted by law and where it is relevant to the reported problem.

Are punctures, worn brakes or loose bolts warranty faults?

Not normally. Tyres, inner tubes and brake pads are consumable components. Tyre pressure, brake adjustment and checking or tightening fixings are part of routine owner maintenance.

A manufacturing defect present when supplied is different from ordinary wear, impact damage or lack of maintenance and will be assessed accordingly.

Do electric bikes and scooters need regular maintenance?

Yes. Brakes, tyres, bolts, wheels, handlebars, folding mechanisms, lights, cables, bearings, chains, batteries and chargers require regular inspection and maintenance.

Before riding, check:

• tyre condition and pressure;
• brake operation;
• wheels and axles;
• handlebar and stem security;
• folding-mechanism engagement;
• important bolts and fixings;
• lights and controls; and
• the product for cracks, damage, unusual noises or warning messages.

Stop using the product if anything feels loose, damaged or unsafe. Continuing to ride after a warning sign appears can worsen the damage and may affect warranty coverage.

How do I make a warranty claim?

Email support@electricscooterslondon.com with your order number, product model, serial number where available, a detailed description, photographs, a short video where possible and any displayed error code.

We may first provide troubleshooting steps or request further evidence. This can identify setup or maintenance issues and may avoid the cost of transporting a large product.

Why do you require photographs or a video?

Electric bikes and scooters can be expensive and difficult to transport. Clear evidence helps us determine whether the likely cause is electrical, mechanical, maintenance-related or accidental.

Manufacturers and distributors may also require photographs, video, error codes and serial numbers before supplying a part or approving a repair. Remote assessment is preliminary, and a physical inspection may still be required.

Does reporting a fault mean the warranty claim is accepted?

No. A reported problem must first be assessed. We may need to inspect and test the product before determining whether there is a manufacturing defect, statutory fault, maintenance requirement, worn component or customer-caused issue.

The fact that a product is not operating correctly does not, by itself, establish the cause of the problem.

What happens if an inspection finds no covered fault?

If no fault is found, or the issue was caused by wear, neglect, accidental damage, water ingress, unsuitable modification, incorrect assembly or poor maintenance, warranty coverage will not apply to that work.

The customer may be responsible for reasonable diagnostic, repair, collection and return-delivery costs. We will explain chargeable repair work before proceeding wherever practicable.

Can I arrange my own repair and claim the cost from you?

Do not commission a third-party repair at our expense without our written agreement. We must normally be given a reasonable opportunity to inspect the product and provide the appropriate remedy.

Unauthorised work may also remove useful evidence or cause additional damage. If urgent work is necessary for safety, document the condition carefully and retain all removed components, photographs and invoices.

Can you send me a replacement part to fit myself?

A replacement part may be offered where the task is reasonably safe and straightforward, suitable instructions are available and you agree. Customers are not expected to open or repair lithium-ion battery packs.

Can you collect a faulty electric bike or scooter?

Collection may be arranged where it is an appropriate remedy. The product must be packaged securely and made available at the agreed time.

If the original packaging is unavailable, contact us before collection. A failed collection caused by the product being unavailable or inadequately packaged may result in an avoidable failed-collection charge.

Do not offer a visibly dangerous or damaged battery to a standard courier.

Repairs and Servicing

Do you provide repairs and servicing?

Yes. Our Twickenham workshop provides diagnostics, servicing and repairs for many electric bike and private-land e-scooter brands.

Services may include puncture repair, tyre replacement, brake work, safety checks, battery and charger checks, error-code diagnosis, controller and display troubleshooting, wiring assessment and general maintenance.

Visit our Repairs and Servicing page for more information.

Can you repair a product that was not purchased from you?

In many cases, yes. Repair availability depends on the brand, model, fault, product condition, parts availability and whether suitable technical information is available.

Contact us with the brand, model, photographs and a description of the fault before bringing the product to the workshop.

What is included in the free six-month service?

New electric bikes and scooters purchased directly from Electric Scooters London include a workshop-based six-month safety and maintenance check.

The service typically includes checks of important fixings, brakes, tyres, wheels, drivetrain, suspension and visible electrical components, with basic adjustments where appropriate.

The service does not extend the warranty and does not include collection, return delivery, replacement parts, worn consumables, accident repairs or major electrical repairs. Any additional chargeable work will be discussed before it is carried out.

The service should be booked around six months after purchase. Read the complete Free Six-Month Service terms.

Do I need to book before bringing a product in?

Yes. Contact us first so we can check workshop availability, confirm whether we support the model and advise whether parts or further information may be required.

UK Law and Product Use

When is an electric bike treated as a normal bicycle in Great Britain?

An electric bike that meets the Electrically Assisted Pedal Cycle requirements can generally be used like an ordinary pedal bicycle.

It must have pedals capable of propelling it, its motor must have a maximum continuous-rated output of no more than 250W, and electrical assistance must not propel it above 15.5 mph or 25 km/h. The minimum rider age is 14.

Additional approval requirements can apply to certain throttle-operated models.

Are all electric bikes road legal?

No. A high-powered, modified, speed-unlocked or otherwise non-compliant electric bike may be treated as a motor vehicle rather than an ordinary bicycle.

Depending on its classification, approval, registration, insurance, vehicle tax, an appropriate driving licence and an approved motorcycle helmet may be required. It cannot be assumed to be road legal simply because it has pedals or is advertised as an electric bike.

Read our guide to UK electric bike laws.

Are privately owned electric scooters legal on UK public roads?

No. Privately owned e-scooters cannot currently be used lawfully on public roads, pavements, cycle lanes or or other public land. They may be used on private land with the landowner’s permission.

Electric Scooters London sells electric scooters for lawful private-land use and does not encourage their unlawful use in public places.

What about official rental e-scooters?

Government-approved rental e-scooters operating within official trial areas are subject to separate rules. Their legal status does not make privately owned e-scooters legal for public-road use.

Read our guide to UK e-scooter laws and riding rules.

Will the law on privately owned e-scooters change?

The rules may change in the future, but customers should act according to the law currently in force rather than proposed legislation or media reports. Until the law changes, privately owned e-scooters remain restricted to private land with permission.

Buying Advice

How do I choose the right electric bike?

Consider your intended journeys, rider height and weight, storage space, lifting requirements, terrain, realistic range, motor system, tyre size, brakes, servicing support and UK legal classification.

Our electric bike buyer’s guide explains these points in more detail.

How accurate are advertised range figures?

Manufacturer range figures are estimates normally obtained under favourable test conditions. Real-world range can be lower and depends on:

• rider and cargo weight;
• hills and terrain;
• wind and temperature;
• tyre pressure;
• speed and riding style;
• assistance or power mode;
• frequent starting and acceleration;
• battery age; and
• maintenance condition.

Maximum advertised range should not be treated as a guaranteed distance for every rider or journey.

Can I test ride before buying?

Test-ride availability is limited and varies by product. Contact us before travelling so we can confirm whether a particular electric bike can be viewed or tested.

Electric scooters cannot be test-ridden on public roads, pavements or cycle lanes.

Can I see a product in your shop?

Some products are held at our Twickenham shop, while others may be stored at a warehouse or dispatched by a supplier. Contact us before visiting if you want to see a particular model.

Battery Charging and Safety

How should I charge an electric bike or scooter battery?

Use only the correct manufacturer-approved charger and follow the instructions supplied with the product. Charge in a dry, ventilated place away from combustible materials and escape routes.

Do not charge while asleep, away from home or unable to respond to a problem. Disconnect the charger when charging is complete unless the manufacturer specifically instructs otherwise.

What should I do if the battery looks damaged?

Contact us for advice after making the area safe. Read our battery charging and maintenance guide.

Visiting and Contacting Us

Where are you based?

Electric Scooters London / ECOMOVE UK Ltd
11 Campbell Road
Twickenham, London TW2 5BY
United Kingdom

What are your opening hours?

Opening hours can change during public holidays, workshop closures, staff training or temporary schedules. Please check our Contact page for the current opening hours before travelling.

How can I contact you?

Email: support@electricscooterslondon.com
Telephone: 020 8703 5387
Contact form: Contact Electric Scooters London

If your enquiry concerns a product, order or repair, include the order number, brand, model, serial number where available, photographs and a clear description. Providing this information initially will normally help us respond more effectively.