ebike service & support

SHIPPING / COLLECTION

• How long will it take for my eBike to arrive?

  We typically have anywhere from 250 - 450 eBikes in stock in London, with many more being scheduled for delivery throughout the year. If a bike is in stock, delivery is estimated for up to 5 working days from the point of order. If the online status is ‘back in stock soon’, do get in touch and one of our team will give you the estimated date.

• What is involved with the assembly of my bike with each shipping order?

  Free shipping: The bike comes 90% assembled, so all you need to do is remove the bike from its 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. If you have ordered accessories, we will fit them onto the bike so long as they can be fitted in with the bike in the box, otherwise we will send them separately to you. 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. Shipping Internationally: we do offer shipping outside of the UK. If you’d like your bike shipped to either the Channel Islands, the Republic of Ireland, Europe or other realms of the globe, then please get in touch with us at info@fullycharged.com and provide your address. We will then send you a shipping quote.

• Can I order online and collect in store?

  Of course! You have the option of ordering any of our products online and collecting them from our store, should you so wish.

• I have purchased an eBike or scooter from another retailer or second hand, I have a problem, can you assist?

  We only offer essential warranty work, repairs and servicing to bikes that have been bought from us at Fully Charged. This is a policy that has been put in place to not only give our customers a five star service, but also due to the fact that we do not stock available parts to brands that we do not sell here at Fully Charged. As the UK’s premium eBike retailer, we do not sell eScooters and cannot unfortunately be of assistance.

• Tesitng

AFTERCARE SUPPORT FOR YOUR EBIKE

• Where should I get my electric bike serviced?

  Whether you’re local to one of our locations, or you live far away, we will provide either physical support to you from our Service Centre or guidance as to where you can get your bike maintained.

• Where do I book to get my eBike serviced?

  https://fullycharged.setmore.com/

• I don't live near you, what happens if there is a problem?

  In the unlikely scenario that you have any issues, you can contact us via our service centre page where you can book an appointment to see one of the technical support teams. All of our eBikes are under a 2 year warranty on any of the electrical components, as well as 5 years on the frame. Most bike shops can work on the regular analogue components and carry any additional spares if needed. As your certified eBike dealer, we can supply them to you or your local bike shop. If you have a Bosch eBike and need a diagnostic, you can look online to see the nearest available expert to your address.

• The 6 month guarantee

  In the unlikely event that you experience a warranty issue with your new eBike and where a simple fix cannot be found remotely, for the first six months we will cover the costs of all warranty service, including return shipping, labour and parts, If you are outside of the six months, just get in touch. As a Fully Charged rider, our Technical Support team is always here to help work with you to find a solution.

• Will you repair my eBike not bought from you?

  At Fully Charged we pride ourselves on putting our riders first, and as such we only repair and maintain eBikes bought by Fully Charged customers. If you have bought an eBike either online or at another retailer, we suggest you speak to them directly to see where you can get your bike seen too. Similarly if you have converted your own eBike from the comfort of home, we cannot be of assistance. We are proud to be an eBike specific retailer, and as such do not cater for any eScooter repairs.

• What kind of maintenance will my eBike require?

  Our phrase we say to every customer during their handover is to ‘keep up’ and not ‘catch up’ when it comes to maintaining your eBike. We always advise you bring your eBike in for a service either to us or another shop locally to you once a year. For more information regarding the type of services we offer, please click here.

• What kind of support do you offer for the eBikes you sell?

  We offer a two year warranty on any electrical components of the eBikes we sell and a five year warranty on the frame.