Whatever the support, we take care of our customers. Please fill out the form below so we can hop onto the solution for you. Please note that If you did not purchase your eBike from us, we cannot help you with your enquiry. We give customers who have purchased a bike from us exclusive access to our support network in order to give them the best experience possible. Read MoreWhatever the support, we take care of our customers. Please fill out the form below so we can hop onto the solution for you. Please note that If you did not purchase your eBike from us, we cannot help you with your enquiry. We give customers who have purchased a bike from us exclusive access to our support network in order to give them the best experience possible.
Frequently Asked Questions
We are based at Unit 6, Arch 5 Crucifix Lane (SE1 3JW), and only a 3 minute walk from London Bridge train station and the iconic Shard. If you’re spending the day coming to see us, then pop into Vinegar Yard for some excellent street-food, and say hi to Drew at Blackyard Coffee, which is the trapdoor at the top of Bermondsey Street!
Our Silverstone Test Centre is on 225 Silverstone Park, Silverstone, Towcester NN12 8GX, and only a stone’s throw away from the iconic British racecourse.
Our service centre is on 891-894 Holyrood St, London, SE1 2EL
Aftercare Support for your ebike
Whether you’re local to one of our locations, or you live far away, we will provide support to you for anything you purchase from us. MAX For bikes that are bought first six months
Our recommendation here at Fully Charged is for you to keep up and not catch up, as it will cost significantly more to repair a problem than it will to prevent one.
In the unlikely event that you experience an issue with your new eBike, where a simple fix cannot be found remotely, for the first six months we will cover the costs of the six months, just get in touch. As a Fully Charged rider, our team are always here to help work with you to find a solution.
If you can bring your eBike bike
Our support for riders that don’t live near us
If you have bought your eBike from us at Fully Charged and can
We take huge pride in finding the right eBike for you, and in doing so very rarely find a scenario in which customers are unhappy with their order. However, if you do wish to cancel your order within 30 days of receiving the goods as long as the bike is brand new, and in original packaging. Fully Charged reserves the right to make a refund less any costs relating to loss in value as a result of damage, mishandling, or other devaluation though use of the goods. You are also entitled to exchange your bike at Fully Charged. For both returns and exchanges you are responsible for the shipping fees. You can use a courier of your choice or we can assist with the shipping arrangements.
Special order items built to a custom specification are not eligible for returns. For example with Riese and Müller and Desiknio’s, no changes can be made to the order from 48 hours after the order is placed. Any cancellation request will be considered on a case by case basis and we reserve the right to hold a £500 cancellation fee to any Riese and Muller or Desiknio product.
For more information regarding our policy on refunds and exchanges please go to our T&C’s page here. For more information regarding delivery and aftercare please click here.
Shipping / Collection
Free shipping: You’ll need to remove the bike from it’s box, straighten the handlebars and tighten with an allen key. The pedals will also need to be screwed on to its corresponding sides and tightened with a spanner. Accessories will be fitted by Fully Charged so long as the bike still fits in the box, otherwise accessories will be sent separately.
Dedicated courier: An Addison Lee or similar will deliver your bike fully assembled. Protective packaging is used to ensure no transit damage will occur, and the driver will have the phone number to ensure a smooth delivery. All accessories will be fitted to the bike.
Premium delivery: A member of the team will drop the bike off in our electric van fully assembled and ready to ride. We’ll do a detailed handover of the bike including feature explanations and give you top tips for keeping your bike well maintained.
Cargo Bikes: Cargo bikes always are collected or delivered fully assembled. Please note, cargo bikes do not qualify for free delivery.
Sometimes your eBike’s manufacturer might be able to provide you more quickly with right answers for the questions that you have, like batteries or replacement parts. Find all of our supplier’s details below.
Brand Directory A-H
Brand Directory K-Z
Getting in Touch
Your 30 day free insurance
As part of our free service, any new eBike purchased from us is eligible for 30 days free insurance, courtesy of our suggested partner Pedalsure, meaning that you’ll be protected against theft and accidental damage from the moment that you sign up here.
You’ll receive an email 3 days before your 30 day FREE period ends. Cancel at any time before the 30 days are up and you won’t be charged a penny.
Claim your 30 days free insurance by following this link.
If you would still like to know more about our insurance policy at Fully Charged feel free to go onto our insurance page here.