Frequently Asked Questions

Orders and Payments

What payment methods do you accept?

We accept a variety of payment methods to make your experience convenient. You can pay using credit and debit cards, and PayPal with an option to split your payment into three instalments.  

When will I receive my Order Confirmation? 

You should receive an Order Confirmation via email as soon as the product purchase is complete. Please check your Spam or Junk folder if it has not landed in your Inbox. If you still cannot find it, or if it's possible that there may have been a spelling error in your email address, please contact info@theukbikeshop.com 

I am having issues at Checkout

We’re sorry to hear you’re encountering difficulties during checkout. If your debit or credit card is being declined, please reach out to your bank for assistance, as we do not have control over the payment authorisation process. Ensure any authorisation messages from your bank are addressed before trying again.

Otherwise, feel free to email us at info@theukbikeshop.com or call us at 0333 090 8645.

How do I cancel my order?

If you need to cancel your order, please contact us as soon as possible at info@theukbikeshop.com or call 0333 090 8645. Please include your order number in your message. If your order has not yet been dispatched, we can stop the shipment and issue a refund immediately. However, if the order has already been shipped, additional fees may apply. 

 

 

Delivery

How long until my item is delivered?

Please check the product page for delivery times specific to each model, as these can vary by manufacturer. After placing your order, you will receive a tracking link to check the live delivery status.

Do you offer Click & Collect?

No, we do not currently offer Click & Collect. All orders will be sent directly to the shipping address provided at checkout. 

Does my E-Bike or E-Scooter require assembly?

Most of our products will arrive 90% assembled. To avoid risk of damage in transit, the product needs to be packaged compactly, meaning some assembly is required at home. This may include the handlebars, seat, front wheel or pedals. All instructions are provided with the product. 

What is your Shipping and Delivery Policy?

Order Confirmation

As soon as you place your order, we will pre-authorise your card, but no charge will be made until we confirm that your chosen product is available for shipment. We will contact our supplier to ensure your item is in stock and ready to ship. Once confirmed, we will process the payment and prepare your order for dispatch. Should there be any delay, such as an item being out of stock, we will void the pre-authorisation and notify you immediately.

Order Delivery

Assuming the product is in stock and available for dispatch, your card will be charged and your order will be dispatched within 5 working days. We will send you tracking details via email within 24 hours of your order leaving our warehouse. If you have not received tracking details within 6 working days, please contact us at info@theukbikeshop.com so we can assist you further.

 

 

General

Legal guidelines for use of an E-Bike

You can ride an electric bike, or 'electrically assisted pedal cycle' (EAPC), if you're 14 or older, without needing a license, registration, tax, or insurance. EAPCs must have pedals, and their motor should have a maximum power output of 250 watts and not propel the bike beyond 15.5 mph. Additionally, the bike must display the power output or motor manufacturer and either the battery voltage or maximum speed. EAPCs can also have more than two wheels, such as a tricycle.

Legal guidelines for use of an E-Scooter

Electric scooters are completely legal to buy and own in the UK, but their use is subject to restrictions. Currently, they can only be ridden on private land with the landowner’s permission. It is illegal to use electric scooters on public roads, pavements, cycle lanes, or pedestrian-only areas.

The customer is solely accountable for ensuring their e-bike or e-scooter is used in accordance with UK regulations. All risks and liabilities associated with the operation of the electric bike or scooter are the customers responsibility. The UK Bike Shop is not liable for any misuse or legal consequences.

Do I need insurance for my E-Bike?

In England, Scotland, and Wales, e-bikes do not require a license, insurance, road tax, or MOT. While insurance is not legally required to ride an e-bike, we strongly recommend it to cover theft and accidental damage.

However, in Northern Ireland, these requirements apply to e-bikes with a fitted battery, and a motorbike helmet is also necessary. 

Do you have a physical store or showroom?

At this time, The UK Bike Shop operates exclusively online and does not have a physical store. Product descriptions, imagery, and guidance from our team are provided to ensure you have all the information needed to make an informed purchase. If you have any questions or need further assistance, please don't hesitate to contact us.

 

 

Product

How do I ride an E-Bike or E-Scooter?

Our selection of premium electric bikes and scooters are designed to be extremely user-friendly and easy to ride. If you can ride a push bike, you will love electric!

Does my product come with a warranty?

All products come with standard manufacturer warranties. Please check the specific product page for further information as this may differ per model. 

Can I remove my E-Bike battery for charging?

Yes, most E-Bikes have a removable battery for easy and convenient charging. If you are unsure about a specific model, please contact us. 

How long does it take to charge an E-Bike?

The charge time on your E-Bike or E-Scooter will vary based on the size of the battery and charger power. For approximate charger times, refer to user manual or the product page on our site.

Typically, charging an e-bike battery from empty to 100% usually takes around 3.5 to 4 hours. For optimal battery health, it's advisable to recharge when it drops to around 30-40%.

Do I need my E-Bike serviced?

Depending on the level of use, we recommend that your E-Bike is serviced every 6-12 months to ensure it runs in optimal condition. At this time, The UK Bike Shop do not provide service options.

 

 

Returns

Can I return my order?

You can return your purchase within 30 days of receipt for a full refund or exchange if you are not completely satisfied. if more than 30 days have passed since you received your item, unfortunately we cannot offer a refund. 

To obtain a full return, the item must be unused, in the same condition as when it was received, and with all components in their original packaging, and. To initiate a return, contact our customer service team at returns@theukbikeshop.com with necessary return documentation.

The 30 day return period is to allow you to examine the goods as if being purchased in a physical store.

Please see our full Returns Policy for further information.

How long do returns take?

Please allow up to 10 working days from the delivery date on your returns tracking link to process your refund request. If you have not received an update from us in 10 days, please contact returns@theukbikeshop.com with your order number as the subject line, and we will look into this. 

When will I receive my refund?

Once your refund request has been accepted and confirmed, it can take up to 14 days to process the refund. Depending on the banking provider it can take up to a further 5 days to show in the account that was used for the original purchase. 

 

For all other questions, please email info@theukbikeshop.com or call 0333 090 8645. Alternatively, you can use the Live Chat between 9:00am - 5:00pm UK time. A member of the team will be happy to help!