Shipping policy

Shipping Policy

Last updated: 5 September 2026

This policy explains how Electric Scooters London, the trading name of ECOMOVE UK Limited, processes and delivers orders. Nothing in this policy limits your statutory rights under UK consumer law.

Where we deliver

  • Mainland United Kingdom: We deliver to most standard mainland UK addresses unless a restriction is shown on the product page or at checkout.
  • Northern Ireland, remote UK areas and islands: Please get in touch with us before ordering. Availability, delivery time and cost depend on the product, postcode, courier availability and lithium-battery restrictions.
  • International destinations: International delivery is product- and destination-specific. Please get in touch with us before ordering so we can confirm availability, cost, delivery time and any applicable restrictions.

Delivery charges

  • Standard UK delivery is free for eligible orders over £99.
  • Any delivery charge applicable to an order will be displayed at checkout before payment.
  • Additional charges may apply to Northern Ireland, remote locations, islands, oversized products, specialist deliveries and international destinations.

Processing and delivery times

For most in-stock products delivered to mainland UK addresses, the estimated delivery time is 3–5 business days from the order date. This normally consists of:

  • Order processing and dispatch: 1–2 business days.
  • Courier transit: 2–3 business days after dispatch.

Business days are Monday to Friday, excluding UK bank holidays. Orders placed during weekends or bank holidays begin processing on the next business day.

Different estimates may apply to pre-orders, supplier-dispatched products, oversized items, remote locations, specialist deliveries and products requiring preparation or assembly. Where a different timeframe is shown on the product page or at checkout, that product-specific estimate applies.

Delivery dates are estimates rather than guarantees. Courier disruption, adverse weather, peak periods, public holidays, customs processing and circumstances outside our reasonable control may cause delays.

Dispatch and tracking

  • Orders may be dispatched from our shop, an appropriate warehouse or an authorised distribution partner.
  • Once an order has been dispatched, you will normally receive a confirmation email containing tracking information.
  • Tracking may take several hours to update after the parcel has been collected and scanned by the courier.
  • Large or specialist deliveries may use an appointment-based service and may not provide standard parcel tracking.

Pre-orders

A product available for pre-order will display the latest estimated availability or dispatch information we have. These dates may change due to manufacturing, freight, customs, or supplier delays. We will contact you if we receive a significant update affecting your order.

Digital gift cards

Electric Scooters London e-gift cards are delivered via email. No physical gift card is posted, so physical delivery charges and courier delivery estimates do not apply.

Missed deliveries and address information

Please provide a complete and accurate delivery address. If nobody is available to accept delivery, the courier may leave instructions, attempt delivery to an authorised safe place or neighbour, or take the parcel to a depot or collection point.

Reasonable additional charges may apply where repeated delivery attempts fail, an incorrect address is supplied, or delivery is refused without prior agreement.

Damaged parcels

If a parcel or product appears damaged when delivered:

  • Ask the courier to record the visible damage where possible.
  • Photograph every side of the outer box, the shipping label, internal packaging and any product damage.
  • Keep the product and all packaging while the matter is investigated.
  • Contact us promptly with your order number, photographs and a description of the issue.

Click and collect

Collection from our Twickenham shop may be available for selected products. Please get in touch with us before ordering or travelling so we can confirm the stock location, preparation requirements and a suitable collection time.

Cancellations and returns

If you wish to cancel an order before dispatch, contact us promptly. For eligible non-faulty online and distance orders, our current policy provides a 30-day return notification period from the delivery date. This includes the statutory cancellation period during the first 14 days and our voluntary extension for days 15–30.

  • Customers are normally responsible for the direct cost of returning non-faulty change-of-mind items.
  • Where goods are confirmed to be faulty, damaged, or misdescribed, we will bear the necessary reasonable return costs or arrange collection as appropriate.
  • We do not charge a fixed-percentage restocking fee. A lawful deduction may be made for actual diminished value caused by handling beyond what is reasonably necessary to inspect the goods.

Full eligibility requirements, cancellation rights, return instructions, exceptions and refund timescales are set out in our Returns & Refunds Policy.

Contact us

Electric Scooters London / ECOMOVE UK Limited
11 Campbell Road
Twickenham
London TW2 5BY
United Kingdom
Phone: +44 (0) 20 8703 5387
Email: support@electricscooterslondon.com