Flow Eco RidesFlow Eco RidesFlow Eco Rides

FAQ

General

About Flow Eco Rides

Flow Eco Rides is a UK Headquartered specialist online retailer for Electric Scooters and Electric Bikes. Our UK based customer support team is available 7 days a week to ensure you receive the best customer service, and have the answers you need to your questions.

What are the rules and regulations for Electric Scooters and Electric Bikes?

It is currently illegal to ride Electric Scooters on public footpaths and roads in the UK & Ireland. However, for other European countries, such as Germany, France, Austria, Switzerland - is it legal. We strongly advise you to familiarise yourself with your local laws and regulations before using your Electric Scooter on public footpaths or roads - or simply ask a member of our team, and we will be happy to help. 

Electric Bikes however, are perfectly legal to use on public roads. However, restrictions do apply, such as the max assisted speed, to protect yours as well as the public's safety.

How can I contact Flow Eco Rides if I have a question or a problem?

We're always on hand and happy to help, regardless of whether it is a general question, you need some advice before placing an order, or to discuss any recent order you have placed. Feel free to contact us on:

For GENERAL enquiries, feel free to call us on +44 (0)208 144 8556 or email info@flowecorides.com. We're always happy to help, so feel free to get in touch.

For ORDER enquiries, please call +44 (0)208 144 8556 or email orders@flowecorides.com.

For RETURNS enquiries, please call +44 (0)208 144 8556 or email returns@flowecorides.com.

For PRODUCT enquiries, please call +44 (0)208 144 8556 or email support@flowecorides.com.

Orders

How do I place an order on flowecorides.com?

1. Add favourite products to cart

Find the products that you would like to purchase on flowecordies.com and either Add to Cart or Buy it Now to add the products to your cart. Once happy with the products in your cart, click Checkout.

2. Contact information

Fill out the required fields, such as Shipping Address and Contact Information and click Continue to shipping.

At any point from your cart menu to the Contact Information page, you can select the Quick Pay links, to use various payment methods that we accept. E.g. Amazon Pay, PayPal, Google Pay, Apple Pay etc. 

3. Review Shipping and Contact Information Details

Once you have reviewed the details and confirm that they are correct, click Continue to Payment. If you need to change any of the details, you can simply click "edit" or "return to information" to make the necessary corrections. 

4. Choose preferred payment method

Here you can choose from a number of payment methods we have available, and once the details have been entered, click "pay now".

We accept Visa, MasterCard, Amex, PayPal, Google Pay, Apple Pay, Amazon Pay and Klarna .

5. Confirmation of order

Once you confirm your purchase, you will immediately receive a receipt by email which outlines your full order. It will include the items, your details, and your order number, which you can refer to if you need to speak to us about your order.

6. Delivery

Sit tight and wait for your order to be delivered! You will receive an estimated time of delivery when placing your order, but at any point should you have questions on the status of your order, please feel free to contact us at orders@flowecorides.com

How do I cancel my order?

You contact us at orders@flowecorides.com if you wish to cancel your order, by providing your name, order number and reason for cancellation. Where we can, we will be happy to immediately cancel your order.

However, if your order has already been packed and shipped and currently in transit or been delivered, then we would not be able to cancel your order. If you wish to submit a return, then you will have to return the product in its original packaging, unopened and in as new condition, and you are responsible for covering the costs.

Please refer to our Shipping, Returns & Warranty Page for further details on processing a returns with us.  

Can I modify my order once I have already placed it?

No. However, if you save your contact, shipping and payment details, you can easily log into your account and place another order with us hassle free.

Delivery & Returns

How long does delivery take?

Anywhere between 2-14 days, with an average delivery time of 3-7 days. 

We work exclusively with partners in Europe to ensure your products are delivered as fast as possible, but delivery times can vary depending on the brand.

For an accurate time of delivery for your order, please feel free to contact us at orders@flowecorides with your name and order number, and our team will be more than happy to help. 

Please note, delivery time estimates are subject to being disrupted due to COVID-19. We are working very hard to ensure your products are with you as quick as possible, but in some cases, you may experience a delay. 

How much does delivery cost?

At Flow Eco Rides we pride ourselves on offering our customers free shipping on all orders.

How will my E-Scooter or E-bike arrive on delivery?

Electric Scooter

Electric Scooters will arrive in original packaging and ready to use. You will receive instruction manuals with your Electric Scooter.

Electric Bike

Prior to delivery, all Electric Bikes will be checked over and 99% assembled by experienced professionals. Once you receive your order, you will only need to make minor adjustments, such as adjusting the handlebar, installing the front wheel or screw in the pedals. 

Before riding, please ensure you have checked all screws and attachments, to ensure they are secured tight, and refer to the provided instruction and safety manuals before riding. 

What do I do if my item is delivered damaged, faulty or develops a fault?

Flow Eco Rides takes every step we can to ensure you receive top quality products. In the unlikely event that you do receive an item that is faulty, damaged, or develops a fault within 30 days of delivery, then you should contact us at support@flowecorides.com. 

In the email, please include your name, order number and detail out the fault, supporting this with photo and video evidence, to clearly show the problem.

Upon initial confirmation of the problem, we will arrange for a pre-paid label with one of our partner couriers, such as UPS, for you to attach to the original product for return. All components and parts must be returned in the box with your product. 

Once we receive the package, our specialists will conduct a thorough examination of your product to confirm the fault you raised, which can take between 3-5 working days to complete.

Two outcomes will follow this assessment:

1. Fault confirmed

Option 1: Repair the product and send it back to you

Option 2: Replace the product for you

Option 3: Refund the full cost of the product

Option 4: Credit the full amount into your flowecorides.com account for you to use in our store

2.  No-fault confirmed

Option 1: Send the product back to you. You may be required to pay the delivery fee to return the product back to you

Note: Only faults developed under normal use will be covered under warranty. Normal use can be defined differently for each specific brand or manufacturer. Warranties typically do not cover what are considered "consumable parts", e.g. tyres, spokes, punctures, bottom brackets, brake shoes, cables, headsets etc.

If it goes past our 30 day return period, you may still be entitled to, and covered under warranty to receive repairs at no additional cost.

Reach out to our team at support@flowecorides.com, and include your name, order number and detail out the fault, supporting this with photo and video evidence, to clearly show the problem. We will then advise you with the best next steps, which will depend on the warranty the specific manufacturer provides. In some instances, we would require you to cover the cost of parts, however labour costs will be covered. However, we will provide out the full details and best next steps when you get in touch.

Note: Only faults developed under normal use will be covered under warranty. Normal use can be defined differently for each specific brand or manufacturer. These are typically faults caused due to the misuse of products, including water damage, including ingress or external damage - and these will void your warranty. Warranties typically do not cover what are considered "consumable parts", e.g. tyres, spokes, punctures, bottom brackets, brake shoes, cables, headsets etc. It is strongly recommended that you clearly read the product manuals and each manufacturer warranty to avoid voiding your warranty by accident. 

How do I return an item if it has already been delivered / being shipped and I change my mind?

Flow Eco Rides offers a 30 day return policy for all products as a special service to ensure you are completely satisfied with your purchase. In addition to the statutory right of revocation of 14 business days, there is an extended refund of 30 days - which does not impact your statutory rights. What this means for you, is that you have a further 16 days right of return, and return the goods to us.

Your right of return does not limit your statutory warranty rights, which remain unrestricted to you.

Please note that only "as new", unused items can be returned. Please take extra care not to remove any labels, stain items, use items, when returning. In order to be a valid return, the goods must not show any usage traces at all. 

Additional details:

  • Please inform us within the 30 day window upon receiving the item, that you wish to return the item unused and in "as new" condition.
  • As New and unused means that the products must not be used e.g. ridden or worn, and must have all parts, manuals and accessories included in the original box and packaging as when received
  • Credit & debit card returns will always be refunded to the same card used for the original purchase
  • We will need proof of purchase and a valid receipt in order to offer a refund
  • If products have signs of usage and is not "as new", unused condition, we may deduct what is deemed a reasonable amount to cover those costs of diminished value
  • Refunds will be processed within 14 days from the point we receive the returned item
  • You will receive a confirmation email once we have processed your return

How long will it take for my refund to appear in my account?

Refunds can take up to 5 days to appear in your account, depending on which bank you are with. This is following the 14 day refund processing period.

If you have placed the order using Klarna, then refunds may take slightly longer as we need to process your refund through Klarna.

Warranty

Do you provide Warranty?

Yes. All of our products are backed by manufacturer warranties. 

Is the warranty the same for all your products?

No. The warranty length, cover and conditions vary depending on the brand. You can find full details of the warranty cover on each product page, or if you have further questions and want to be absolutely sure, you can always contact us at support@flowecorides.com.

What does a warranty cover exactly?

This depends on the brand and the warranty cover that the manufacturer provides, and the exact level of coverage will vary.

Typically, warranties cover manufacturing defects or faults of all parts, excluding what are deemed as "consumable parts", e.g. tyres, spokes, punctures, bottom brackets, brake shoes, cables, headsets, handlebars etc.

Feel free to contact the team at Flow Eco Rides for more details about your product and brand warranty coverage at support@flowecorides.com

How long is the warranty period?

This varies depending on the brand, however, typical warranty periods for purchased products is 12-24 months, beginning with the delivery of goods. 

Important to note, that natural wear and tear caused by improper use will void most, if not all warranties.

What will make my warranty void?

One of the main reasons a warranty will become void will be from damage to your product that is caused from misuse. In order to avoid this, refer to the attached manuals to ensure you are using the products how they are recommended by the brand - e.g. if a product is not suitable to be used in the rain, but you use it and it shows water damage, then your warranty will become void.

In addition, any modifications made to your product will make your warranty void. 

For further details and to gain more clarity, refer to the warranty on the product pages, the brands manuals or speak to a member of our team at support@flowecorides.com

Repairs & Maintenance

Do you provide repairs and maintenance?

As an exclusive online specialist retailer, we do not provide direct repair and maintenance services, however, we have a network of verified, professional partners across Europe that we will be happy to recommend should you need such services.

Payment

Which payment methods do you accept?

We accept a wide variety of payment methods, such as:

  • Credit & Debit Cards
  • PayPal
  • Apple Pay
  • Amazon Pay
  • Google Pay
  • Shop Pay
  • Klarna

Do you offer a price match guarantee?

Yes. We are 100% committed to ensuring our customers get the best deal possible.

Refer to our Price Match Guarantee policy for more information on the terms & conditions.

Can I pay in installments?

Yes, but this is only valid for customers that are in the UK and via Klarna. 

You can either pay in 3 separate installments, or pay 30 days later from the time of purchase. 

Will I receive a receipt for my payment?

Yes. Once you place your order, we will automatically email you a confirmation of your order, which will include your order number, order summary, your details and the amount charged. 

 

 Have more questions? We are always happy to help.

Contact us here

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