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Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at support@eridesexpress.com.

We say that our products are delivered in 8-10 working days, however, it some cases it may be longer (if products take longer than 8 days to be delivered it will specify this in the product description). Upon placing your order, you will receive tracking information that enables you to monitor the live delivery status.

Currently, we do not provide a click and collect service. However, rest assured that all orders will be promptly delivered to the shipping address you provide during checkout.

The majority of our bikes are delivered 80% assembled, requiring you to attach minor parts such as the handlebars, saddle, pedals, front wheels, and a few others. This can easily be accomplished with basic bicycle knowledge. However, if you are struggling to put your e-bike together then do not hesitate to contact Cycle Tech UK, who we have partnered up with, and they will be more than happy to help. This service will cost £75.

Here is a video tutorial on how to assemble an e-bike yourself. It will help you understand the process and what to expect. (Note: this is not a product we sell currently)

Order Confirmation

As soon as you place your order, we will pre-authorise your card, however, your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on backorder, we will void the pre-authorisation and contact you to let you know.

Order Delivery

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 3 working days. We’ll send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 5 working days, please reach out to us via email at sales@eridesexpress.com so that we can help.

We provide complimentary delivery for orders exceeding £1,000, while orders below this threshold will incur a delivery fee of £20.

eRides Express is currently an online store, so we do not have any physical locations where you can view our products in person. All of our products are shipped in sealed boxes, so we are unable to accommodate viewings.

E-bikes, also known as pedal-assisted bikes, do not necessitate insurance or a license. The motor's maximum capacity allowed on public roads is 250W, and some e-bikes come with settings that surpass this limit, intended for off-road use only. On public roads, the speed limit for e-bikes is 15.5mph.

Furthermore:

  • Riders should be at least 14 years old.
  • While recommended for safety, helmets are not mandatory.

No, there is no legal obligation for you to have insurance when riding an electric bike.

Nevertheless, we highly recommend obtaining insurance coverage to protect yourself against theft and accidental damage.

Absolutely, we take great pride in offering comprehensive support even after your new bike leaves our premises. Each of our e-bikes comes with a manufacturer's warranty. For precise warranty details, kindly refer to the individual product pages.

Please be aware that warranties do not cover damages or defects resulting from negligent use of the bicycle, the installation of non-original components, or any unauthorized alterations to the bike. Additionally, the warranty does not apply to damage resulting from normal wear and tear. Depending on the amount and type of use, components may exhibit signs of wear within two years or less.

If you have any queries regarding the warranty for a specific product, feel free to reach out to us at support@eridesexpress.com, and one of our dedicated customer advisors will be delighted to assist you.

If you haven't received your order confirmation email, please check your spam or junk folders first. Sometimes, these emails can end up there by mistake.

If you still can't find it, please contact us at sales@eridesexpress.com. We can easily look up your order and send you a new confirmation email.

It's also possible that there was a typo in your email address when you placed your order. If so, we can easily correct that as well.

PayPal

Pay with PayPal and enjoy a fast, secure, and convenient payment experience. You can use your existing PayPal account or create a new one in just a few clicks. eRides Express pays the processing fees, so you don't have to worry about any additional charges.

Credit/Debit Card

Pay with your credit or debit card (Visa or Mastercard) and be sure of a convenient and reliable payment experience. Simply enter your card details and we will securely encrypt the data. If your card is enabled for 3D-Secure, you will be redirected to your bank's security questionnaire. Your order will be processed in a few seconds and the amount will only be debited when your goods are dispatched. Apple and Google Pay are also accepted.

Klarna

Klarna Checkout is a one-click payment solution that allows customers to pay for their orders with their credit card, debit card, or bank account. Klarna Pay in 30 Days is a payment solution that allows customers to pay for their orders in 30 days without interest or fees. Klarna Slice It is a payment solution that allows customers to split their orders into three equal payments, due every two weeks.

Cycle to Work Scheme

If you're an avid cyclist or looking to adopt a healthier commute, our Cycle to Work Scheme is the perfect fit. Take advantage of tax-free bikes and accessories, making it more affordable and accessible for you to embrace a greener lifestyle.

PayItMonthly - Spread the Cost

PayItMonthly allows you to spread the cost of your purchase into manageable monthly payments. It's a simple and transparent way to budget for your investment, ensuring financial ease without compromising on quality. Interest-free payments up to 6 months.

Feel free to reach out to us by utilizing our web chat option located in the lower right-hand corner of our website, or alternatively, you can contact us via email at sales@eridesexpress.com.

Please be aware that any order cancellations made after a 12-hour window from the initial placement may incur additional fees. In case your order has already been dispatched, as the buyer, you will be responsible for any expenses related to returning the item. Kindly note that refunds will be processed exclusively through the same payment method used for the original order placement.

At present, we regret to inform you that we do not provide a student discount. Nevertheless, we encourage you to monitor our website regularly, as we frequently offer fantastic discounts that you might qualify for and enjoy.

We apologize for any inconvenience you've encountered while attempting to make a purchase on our website.

If your payment card is being declined, we advise reaching out to your bank directly, as we do not have control over the payment method used.

In some cases, your bank might send you an authorization text message, and responding to it is necessary to ensure successful processing of your order.

To ensure your bike remains in optimal condition, we advise scheduling a service every 6-12 months, depending on your usage patterns. Additionally, we strongly recommend getting your e-bike serviced within the first 6 weeks after purchase to promptly identify any potential issues and receive valuable advice.

While we currently do not offer electric bike servicing directly, however, we have partnered with Cycle Tech UK. They will be able to provide expert assistance in maintaining your e-bike.

Certainly, electric bikes can function as regular push bikes when you opt to deactivate the assistance.

Although the battery and motor may add some extra weight, which could make you feel slightly sluggish compared to a standard bike, rest assured that the e-bike will still perform perfectly fine without assistance.

Riding an electric bike is remarkably similar to riding a regular push bike! Just begin pedaling as you would on a regular bike, and the motor will automatically kick in to give you a helpful boost. To keep the motor engaged, continue pedaling, and when you need to stop, simply use the brakes as you would on a regular bike.

Before starting your ride, it's crucial to have the appropriate gear selected, and make sure that both the motor and battery have powered on completely. This ensures a smooth and enjoyable electric bike experience.

The range of your electric bike will be determined by the battery capacity, which you can find specified on the product page. It's important to note that the actual range may not always match the expected range, as various riding conditions, such as terrain, rider weight, tire pressure, headwind, and more, can impact the range.

Absolutely, every e-scooter and e-bike we offer is equipped with an automatic cut-off feature in the battery management system, ensuring charging stops once the battery reaches full capacity. We encourage you to charge your battery whenever possible.

Regular charging is highly beneficial for the overall health of the battery and contributes to extending its lifespan. So, keeping your battery charged up whenever you can is a wise practice.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

For us to accept a returned item, it must be returned in new, unused, and unaltered condition with all manufacturer’s protective packaging in place with any manuals, accessories and boxes intact and in their original condition.

To start a return, you can contact us at returns@eridesexpress.com. Please note that returns will need to be sent to the address that we provide when you request your item to be returned.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return delivery must be paid for by the customer. Costs vary depending on the product.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at returns@eridesexpress.com.

For any concerns regarding your new e-bike, kindly reach out to us at support@eridesexpress.com. Please provide a detailed description of the issue you're experiencing and include your order number in the subject line of your email. Additionally, if possible, attach relevant photos or videos that demonstrate the problem.

If your purchase is beyond the initial 14-day period, rest assured that we will assist you in making a warranty claim for any manufacturing faults that may have occurred during your ownership.