FAQ & HELP CENTRE
Find answers about orders, European warehouse delivery,
returns and brand-backed support for electric scooters, e-bikes and accessories.
ORDERS & DELIVERY
Our electric scooters and electric bikes are dispatched directly from our brand partners’ official warehouses within Europe. The dispatch location depends on the brand and model.
We serve eligible destinations in the UK and Europe. Available countries and shipping options are shown at checkout and may vary by product and postcode. Contact us if your destination is not listed.
Standard delivery is free for scooters, bikes and accessories to eligible destinations. Northern Ireland and the Republic of Ireland are excluded from this offer; contact us before ordering to confirm availability and any shipping charge.
You do not need to pay additional customs duties when your order is delivered. Any applicable delivery charge, including regional exceptions, will be confirmed before purchase.
Delivery depends on the product, stock and destination. Check the product-page estimate or contact us before ordering. Accessories and replacement parts may take longer and do not have a single standard delivery timeframe.
We will email the tracking details once they are available from the dispatching warehouse. Carrier updates may take time to appear, and items may arrive separately. Email us with your order number if you need help checking a shipment.
Contact us as soon as possible with your order number and requested change. We will check with the warehouse. After dispatch, an address change or parcel interception may not be possible, but your applicable cancellation and return rights remain available.
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Warranty & Repairs
Manufacturer warranty support is provided through the relevant brand. Contact eScooter Global first so we can coordinate assistance. Brand warranties are additional to your statutory rights and do not replace our responsibilities as the seller.
Commercial warranty periods vary by brand, model and component. Batteries, frames and other parts may have different terms. Check the product page and warranty documents, or ask us to confirm the details before purchase.
Manufacturer warranties generally cover defects in materials or workmanship under normal use, subject to the brand’s terms. Normal wear and damage caused by misuse may be excluded. A commercial warranty exclusion does not automatically remove your statutory rights.
Email support@escooter-global.com with your order number or other proof of purchase, brand, model and a description of the issue. Photos, videos and error codes are helpful where available. We will explain the next steps.
Yes. We coordinate parts and repair support through the relevant brand. Send us your model and the part or problem involved. We will check compatibility, availability, service arrangements and any applicable costs before you proceed.
Where a repair or replacement is required under consumer law, necessary parts, labour and transport are provided without charge. Other services depend on the commercial warranty or paid repair terms. Any proposed charges will be explained before you agree.
For standard online purchases, you generally have 14 calendar days from the day after delivery to notify us of cancellation, then a further 14 days to send the goods back. Rights concerning faulty goods are separate. See our Return & Refund Policy for details.
Contact us with your order number and the items involved before sending anything back. We will provide the correct address and shipping instructions. Exchanges depend on stock and warehouse arrangements. Our prior approval is not required to give a valid statutory cancellation notice.
For personal reasons such as changing your mind or ordering the wrong model, you pay the direct return cost where this was disclosed before purchase. Bulky-goods return costs or estimates must be provided in advance. We cover necessary return costs for faulty or incorrect goods as required by law.
We do not offer additional discretionary returns for accessories or replacement parts after purchase or dispatch. Applicable statutory withdrawal rights and rights concerning faulty, damaged, incorrect or misdescribed goods remain available.
Contact us before refusing delivery so we can discuss the arrangements and any applicable return costs. Refusing a parcel alone does not notify us of your decision to cancel. Your statutory rights remain unaffected.
For statutory withdrawals, refunds are due within 14 days of your cancellation notice, subject to the lawful right to wait for the goods or proof of return, whichever comes first. Refunds use the original payment method unless otherwise agreed. Your payment provider may take additional time.
Choosing Your Ride
Yes. We work with official brand partners, and products are supplied directly through their official warehouses. Our main range is electric scooters, alongside selected electric bikes, accessories and replacement parts.
Contact us with your budget, delivery country and priorities, such as portability, battery range or rider weight. We can help you compare the published specifications and identify models that suit your requirements.
Actual range varies with rider weight, speed, terrain, temperature, tyre pressure and riding conditions. Manufacturer figures reflect their stated test conditions. Check the model’s specifications and testing information when comparing products.
Rules depend on your country, the model and any required approval. Check the relevant local rules before purchase. In the UK, privately owned e-scooters currently cannot be used on public roads, cycle lanes or pavements; use is limited to private land with the landowner’s permission.
