Do you accept Cycle to work vouchers?
Yes, we accept all Cycle To Work Schemes. In order to complete a cycle to work purchase please email through your certificate or Letter of Collection to info@ecobikecompany.com along with the bike (& accessories) you want, your shipping address and your mobile number. Click Here for more information.  

I've not received order confirmation?
If you've not received an email order confirmation, please check your junk/spam folders – sometimes confirmation emails can end up there!
If you still can’t see it there, please contact us at info@ecobikecompany.com
It’s possible that there’s a typo in your contact email address, in which case we can easily rectify this. 

I am having a checkout problem?
We're sorry to hear you're having issues when attempting to checkout. If your debit or credit card is being declined when attempting to make a payment we recommend contacting your bank, unfortunately we don’t have any control over the payment method used. If your bank has sent you an authorisation message, this needs to be completed before attempting payment again. 
If your issue is not related to payment, please contact us immediately at info@ecobikecompany.com or on 0333 050 3189.

What payment methods do you accept?
We accept all credit & debit cards, Paypal, Splitit (split the cost with your existing credit card) and all Cycle to Work providers. 

Do you offer finance options?
We offer a selection of finance options:
- Splitit (Split the cost with your existing credit card).
- PayPal 0% Credit
- Cycle To Work Scheme
Find out how to use these options here. 

Do you offer a student discount?
Yes, we offer £75 off your entire order. Please email us your student ID in order to receive your code.  

How do I cancel my order?
If you would like to cancel your order, please contact us immediately at info@ecobikecompany.com or on 0333 050 3189. Your order might be subject to additional fees if you cancel the order after it’s been dispatched. Please include your order number when contacting us. If your order has not yet left the warehouse, we should be able to stop it shipping, and issue you a refund immediately. Please note –  when returning a product, it must be returned in ‘as new’ condition, with all components included, in their original packaging. There will be a charge for the return.


What delivery options do you offer?
Free Standard Delivery
Available on all bikes.  

Selected bikes will have the option for a White Glove Delivery or Pre-Delivery Service: 

Full Build White Glove Delivery (£149 per bike)
For an additional £149 you can receive your bike fully built ready to ride. Our team will be in touch to arrange a suitable delivery date. Our delivery drivers are e-bike riders themselves, so when it's delivered they will spend time explaining exactly how it works and answer any questions you may have. We even recycle all the packaging for you 
Please note this may add a few extra days to your delivery time, but trust us it will be worth the wait. 

 Pre Delivery Service (£35 per bike)
The bike is unboxed, checked over and serviced by a qualified technician prior to dispatch.
 If you do not opt for our pre-delivery service, you confirm that you will receive the boxed bike as we have received it from the supplier.

How long will delivery take?
You can find the estimated delivery times on the individual product pages as delivery times can vary between brands. You will also receive tracking information upon dispatch where you can check the delivery status. If you require the delivery to be made on a specific day please get in touch via email and include your order number or alternatively leave a comment on your order at checkout and we’ll do our best to ensure delivery is on that day. 

How much do you charge for home delivery?
Standard delivery is completely free to all mainland UK. If you are not on the mainland, contact us for a delivery quote.
Our Full Build White Glove Delivery Option is £149 per bike.  

Do you offer click & collect?
Yes, this is something we can offer. If you’d like to collect the bike from our Nottingham warehouse please get in touch and we can arrange a time & day for your collection. 


Do I need a licence to ride an electric bike?
No. In the UK you must be over 14 years old to ride an electric bike however you don’t need a licence, tax or registration.

Are electric bikes road legal?
EAPC Rules: Electrically Assisted Pedal Cycle
EAPC rules on bike requirements state that:
The bike must have pedals and the rider must be able to use the pedals to propel it.
The electric motor should not be able to propel the bike when it is travelling more than 15.5mph (25 km/h).
The motor should not have a maximum power output of more than 250 watts.
EAPC approved e-bikes must also have a device which shows both:
The power output or manufacturer of the motor.
The battery voltage or maximum speed of the bike.
If the electric bike has a motor output exceeding 250w and speed assistance exceeding 15.5mph, this means it cannot be used on UK public roads without first obtaining type approval, insurance, tax, displaying a number plate and undergoing an MOT.
In the UK, only e-bikes that comply with EAPC Regulations can be used on UK public roads without tax, insurance or registration.
You can find out more about EAPC Regulations here: https://www.gov.uk/electric-bike-rules.
If you purchase this eBike, it can only be used off-road on private land unless you obtain type approval, insurance, tax, display a number plate and an MOT. For the avoidance of doubt, you will be responsible for obtaining such type approval, insurance, tax, registration and MOT.

Do I need insurance for my electric bike?
No, legally you are not required to be insured to ride an electric bike.
However, we would recommend that you are insured so that you are covered from theft and accidental damage.

Can I test ride your bikes?
We are able to offer test rides on Ampere, Legend and E-Go E-bikes at our Nottingham warehouse, please contact us if you wish to arrange an appointment.
For models that we currently do not offer test rides for, our returns policy allows you to view the bike at home and return it to us if it is not the right fit. You can view our full returns policy here.
Does my new electric bike come with a warranty?
We offer standard manufacturer warranties on our bike frames, batteries and mechanical parts.
Are electric bikes difficult to maintain and service?
No! Our range of electric bikes are just as easy as conventional push bikes to look after and service as most of the parts are the same.
Tyres, chains and gears will require attention from time to time as they would with any conventional push bike. The 250W electric motors that E-bikes use are designed to be maintenance free as are the batteries. This means that any standard bike shop or service centre should be able to service and maintain your electric bike for you.
The key thing to remember with electric bikes is that the battery needs to be charged regularly (at least every two months) even when not in use. Never leave it discharged for a prolonged period. In the winter months bring the battery indoors and charge at room temperature rather than trying to charge in a cold garage. 
How long will the battery last until it needs replacing?
Most batteries have been designed to last for over 1000 full charge/discharge cycles.
How much does an additional/replacement battery cost?
For current pricing on electric bike batteries please see the electric bike batteries section on the manufacturers website.
Do you offer a price match?
Yes! You can view our price match terms here.
Do you sell accessories such as batteries, motors, spare parts?
If you have any enquiries regarding battery prices, motors or spare parts for a new build or existing E-bike, get in touch with us via the Live Chat, phone or email info@ecobikecompany.com.


Can I remove my E-bike battery for charging?
Yes, most of the E-bikes on our website have removable batteries. If you are unsure on a particular model, please contact us. 

How long does it take to charge my E-bike battery?
A full charge should take about 4-6 hours for most E-bikes.

How much range will I get from my battery?
This will vary depending on the battery capacity of the bike you purchase, see product listing for more details. The range is dependent on a number of contributing factors such as terrain, rider weight, tyre pressure, headwind etc.

How do I ride an electric bike?
If you can ride a push bike, you can ride an electric bike! E-bikes are designed to be very user-friendly.

Are electric bikes heavy?
Our bikes vary depending on manufacturer. On average our bikes weigh around 20kg’s which is only about 5kg’s heavier than a conventional push bike equivalent.

What size electric bike do I need?
We’ve put together a handy size guide to help customers find the correct size for them: https://ecobikecompany.com/pages/size-guide

Can I use an electric bike in the rain?
Yes, most electric bikes are highly effective in the rain. They are usually classed as water resistant which means that you can ride them in the rain and through puddles without any issues.

It is advised that you check the relevant manufacturer's instructions regarding water resistance before using your bike. As with any bike the use of power washers for cleaning is NOT advised.

Can I ride my electric bike without the motor?
Absolutely! The motor can be turned off and you can use your electric bike like any conventional push bike which is great if you only want to use the motor for assistance at certain times such as on steep inclines.

Do I need to get my electric bike serviced?
We recommend that you take your bike for a service every 6-12 months depending on usage, to keep your bike running in peak condition. We would also recommend that you have your E-bike serviced after the first 6 weeks so that any issues can be picked up quickly and some valuable advice can be shared.

Low Use Riders (riding a couple of days a week throughout the year, generally dry days. Typical distance 5-20 miles per week): Quarterly Service with the change of seasons including 1 major service every 12 months.

Medium to high use riders: (Regular riding/commuting throughout the year, all weather conditions. Typical distance 20-100 miles per week): Quarterly Service with the change of seasons and a minimum of 1 major service every 1000 miles.

At this time, we do not provide electric bike servicing ourselves, however we are able to guide you to reputable technicians across the UK.

Do I need to register the warranty?
This will vary depending on the manufacturer. Typically the steps for registration will be outlined in your e-bike manual. If you are unsure, feel free to contact us.


Does my electric bike require assembly?
Most of our bikes will arrive to you between 85-95% assembled, which means there is some assembly to be done at home. All instructions and tools are provided with the bike.  Assembly is required because, in order to reduce the risk of damage in transit, the bikes need to be compactly packed. 
In most cases you’ll need to attach the handlebars and pedals, whilst on others you also may need to slide in the front wheel. All of this is possible with a basic knowledge of bicycles. If you wish to see the assembly instruction before purchase, we are happy to send a manual over to you. 

On selected models we can offer a ‘Full Build White Glove Delivery’ option.  
On bikes that do not have this option available, for an extra fee we are able to either have the bike delivered to a bike shop near your house for them to assemble or have a mobile mechanic come around and assemble the bike at your house for you. Please get in touch if this is something you’d be interested in.  

How to attach a quick release front wheel
Video: How to install quick release front wheel on bicycle

How to install a Quill Stem Handlebar
Video: How to install a quill stem handlebar

How to fit pedals
Video: How to fit bike pedals



Can I return my order?
Our policy lasts 30 days. If more than 30 days have gone by since you have received your item, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Please note –  the 30  days return period is to allow you to examine the goods as you would in a shop. To obtain a full refund, the goods must be returned in an “as new” condition with all components included in their original packaging. “As new” condition is defined as unridden.
Please view our full returns policy here: https://ecobikecompany.com/pages/refund-policy

I have a problem with my E-bike, who do I speak to?
If you are having issues with your new bike or scooter, please email support@ecobikecompany.com with details of the issue that you’re experiencing. Please include your order number in the subject of your email and any supporting photos or videos.

Can I cancel my order?
If you would like to cancel your order, please contact us immediately at info@ecobikecompany.com or on 0333 050 3189. Please include your order number when contacting us. If your order has not yet left the manufacturer's warehouse, we should be able to stop it shipping, and issue you a refund immediately. Please note –  when returning a product, it must be returned in ‘as new’ condition, with all components included, in their original packaging. There will be a charge for the return.

Still got a question?

If you couldn't find the answer you're looking for, get in touch with a member of our team and we'll be happy to help.

To speak to a team member, our phone lines are open from 9am and 6pm Monday to Friday. 

Prefer to type? Check the live chat option in the bottom right of the screen. We’ll respond to your query at the earliest possible opportunity.

Alternatively, drop us a message using the contact form and you’ll hear back from us within an hour Monday to Friday or within 24 hours on weekends.