Ordering My Bike

What bike would be suitable for me?

Please see our Bike Buying Guide that will be able to provide all the information you will need to purchase your new electric bike.

What size bike do I need?

Adult electric bikes are measured in frame sizes varying between inches and centimeters. The measurement of the frame is from the centre of the crank to the top of the downtube.

Please see our rider sizing guide for more information

How do I order?

You are able to order via our website, alternatively if you would like further information and support please contact our helpful sales team who are happy to advise you whilst making your purchase.

For finance purhcases on an electric bike please call us or email our finance team

For cyclescheme purhcases on an electric bike please call us or email our sales team

How long does my bike take to arrive?

Once your E-Bike has been ordered our skilled electric bike specialists will build the bike for you and check everything is working as how it should be. After that we will box the bike in our specilaist boxes and dispatch the bike to you.

Do I need to build the bike?

Our Electric E-Bikes all come fully assembled apart from putting on the pedals and straightening the handle bars. You will receive a handy guide to assist you with this however it always advisable to check with a professional if you are unsure – we are at the end of the phone if you need us

What tools do i need to build my bike?

The tools that you require to mintain your E-Bike are a 10mm Spanner, 13mm Spanner, 15mm Spanner. You will also need a 4mm hex key 5 mm hex key and 6mm hex key and a crosshead screwdriver. Some bikes will come with a tool kit and we can advise this on purchase

What do i do if i have issues when my bike arrives?

We pride ourselves on our use of experienced carriers so it doesn’t happen often, but in the unlikely event of something not being right, please take photos, sign for the goods as CARRIER DAMAGE and contact our customer services team either via email or over the phone on 01580 830959

What if my bike has arrived damaged or parts missing?

If for any reason the E-Bike has arrived damaged or missing any items. Please take photos and contact our customer services team either via email or over the phone. Depending on the issue we are able to send out missing or replace any damaged parts.

I ordered 2 bikes but they have not arrived together?

From time to time due to the size of the E-Bikes we often have to send them via different couriers if they are different size E-Bikes.

Looking After My Electric Bike

How often should I service my electric bike?

Depending on how often you use the E-Bike we would recommend that you check your E-Bike 4-6 weeks after purchase as there is a bedding in period during which some adjustments may be required. At this point you will need to check the brake and gear cables as these may have stretched and adjust the brakes and the gears. It is also advisable to check your spokes and the crank bolts are tight. This is very normal and is expected. After that, depending on usage we expect 6-12 months. E-Bikes contain a lot of wearable parts that need maintaining and replacing once worn. For our local customers we do offer servicing and more information can be found by visitng our electric bike servicing page

Should I clean my electric bike?

You should clean your E-Bike regularly. To ensure to longevity of the wearable parts these must be cleaned and lubricated often to slow down wear. E-Bikes are best washed using a E-Bike cleaner and soft brush and warm water and cloth to dry. Avoid using a pressure washer or high powered hose as these may cause damage to the internal bearings. Do not get the electrical componants soaking wet. Ensure that if your cleaning around sensors your very gentle and do not knock the sensors. We would suggest using electrical contact cleaner.

Something doesn’t feel right with my electric bike?

Did you complete the 4-6 week check? It may be that if the bike is new it is still “bedding in” and we recommend repeating the processes. We are on the end of the phone if you need some advice – call us on 01580 830959. If the bike is a bit older it may mean that your bike is due its first service. For our local customers we do offer servicing and more information can be found by visitng our electric bike servicing page

What warranty does my bike have?

The bike frame with have a 5 year warranty and the mechanical parts will depend on the E-Bike in question but will have a minimum 1 year warranty on all electrical and mecanichal components but not consumables such as inner tubes, tyres etc or damage caused my misuse

What are classed as wearable parts?

Wearable parts would include, chains, cables, cassettes/freewheels, brake pads, pedals, cranks, bottom bracket, tyres and inner tubes.

Ordering replacement parts?

If you require replacement parts for your electric bike we will most likely be able to help you but not everything is on our website, please email us and we can provide a solution for you

Charging the battery on my my Electric Bike

Always refer to the manual that comes with your bike but as a general rule you should charge your battery at least monthly whether in use or not to keep the cells healthy, full recharges take approx 4-6 hours approx

How do I look after my battery?

If you are storing the E-Bike for a few months in the more inclement weather, a 40 to 70 percent charge is recommended. Check the battery at the beginning of every month as a minimum, preferably every fortnight. If the battery drops to 20 percent or lower, give it a boost charge to return to the 40 to 70 percent range

Where is the Frame Number?

The frame nuber is essential for registering or marking the bike for insurance purposes and can normally be found under the seat post or bottom bracket

Should I insure my electric bike?

There is a common misconception that bikes are covered under home contents insurance, usually anything over £300 has to be declared nand can significantly affect your policy rates – we do have an insurance comparison tool that can help you make desicions as to whether a separate insuranc epolicy is the right option for you

I’m Unhappy With My Electric Bike

Can I return my electric bike?

If you are unhappy with your electric bike you are able to return the bike within 30 days for a refund as long as it hasnt been used and is in its’ original packaging

Can I get a refund?

Once the bike is back with us and checked over by our workshop we will process your refund.

How long do i have to return my bike?

30 Days

There is something wrong with my electric bike

First and foremost please contact our warranty department by calling us on 01580 830959 to discuss the faults and see if we can fault find over the phone. We will work with you and the manufacturer to get any problem fixed without having to collect the bike 95% of the time however if it does need to come back to us we will support you in this also. We can send you one of our boxes for a safe return to base

How do I re-box my bike?

When reboxing the bike please ensure that you only remove the pedals and straighten the handlebars. Like when the bike arrived arrived. We will collect the bike and will need a photo for our courier purposes and to ensure packaging if sufficient

Product Information

What should I do about servicing my electric bike?

We service all the electric bike brands we deal with on site.
You should be aware that the electronic components (e.g. battery, charger, motor, throttle, sensors and controller) are sealed units and therefore require no specialist servicing during their lifetime other than routine lubrication or cleaning as directed by the accompanying documentation.
For remote customers you should carry out basic maintenance as you would with a normal pedal cycle. In most cases your local bicycle shop will be able to advise you of their costs for servicing the conventional parts of the bike.

Do you supply spare parts and accessories?

Yes, we supply accessories and a full range of spare parts for our electric bikes including replacement batteries and chargers – all with free UK mainland delivery. Check out our spares and accessories section or just email us at inf@e-bikesdirect.co.uk with your requirements.

Do electric bikes have normal gears and brakes?

Yes they do and they operate regardless of the electric being used. The brakes will actually cut the power when you apply them.

What are the running costs?

The cost of mains electricity to fully charge the battery is about 5p. Compared with the equivalent cost for petrol this equates to over 450km per litre of fuel or about 1,300 mpg!
Other than this there are no other significant running costs. You should carry out basic maintenance and servicing as you would with a normal pedal cycle; however the electronic components of the bikes are sealed units (motor, sensors etc) and therefore require no specialist servicing during their lifetime other than routine lubrication or cleaning as directed.

How long does it take to charge the battery?

Generally speaking 4-6 hours. This can vary from model to model so please check the individual product specifications.

How can I tell how much charge is left in the battery?

Most of our electric bikes have a power gauge on either the handle bars or on the battery. This will provide an indication of battery life.

Is there any carrying space on an electric bike?

Most of our electric bikes come with rear pannier racks, please check the picture or product specification. This can be used to attach pannier bags, trunks etc. If the specific model of electric bike does not come with a rear rack, we sell a universal rack in our accessories section . Front panniers can be added to all of our bikes.

Assembly of an electric bike

All of our electric bikes are inspected fully prior to delivery. Generally speaking they will come to you with very little assembly needed. At Most the front wheel, handle bars and pedals will need attaching. The brakes and gears are pre set, however we still recommend checking them before your first ride.

What Should I do if my electric bike develops a fault?

For full terms of warranty, please visit our terms and conditions.
The length of warranty is 1 years as standard. However a few of our models come with 2 years warranty, this will be stated in the description or specification.
We pick the most reliable makes and models of electric bikes to market to try and avoid problems. If you are unfortunate enough to develop a fault in the warranty period and it is not solvable remotely by advice. We will collect the bicycle from you, fix the problem and send it back at our cost. If you collected the bike from us we would expect you to bring the bike bag for repair. Outside of warranty we do still offer a collection service but it is chargeable.

What are electric bikes used for?

Anything you would use a push bike for ! With electric bikes you can remove the barriers to traditional cycling such as long journey times, hills, strong head winds, lack of fitness, to name a few. Electric Bikes are especially attractive for commuters wanting to cycle to work in there suits and not break a sweat. Electric bikes are a solution for the less mobile and elderly. Electric bikes are brilliant for taking the strain out of towing a kids or cargo trailer.

Managing Your Order

Why cant i change my shipping Address?

Your first order has to be shipped to the billing address for an exception please contact customercare and they can manually update this for you in your account details. This only applies for shipping outside the UK.

What currencies are available for me to buy in?

We have a wide range of currencies available on the site. You can either click the appropriate flag in the user panel area of the website or select your required currency from the drop down list.

If I use a credit card to purchase something at e-bikesdirect.co.uk, what will show up on my credit/debit card statement?

The name 'E-Bikesdirect' will not show on your bank statement. The name that will show will be of our parent company: MTF Enterprises which is bolded on the invoice - please try to remember this when you get your card statement.

How can I view previous order status & details.

If you login to the website and click the link "Previous Orders" in the user panel area. You can then view the status of your order and can even open the order to see the details of what you ordered.

How do I know my order was placed successfully?

When your order has been placed you should receive a confirmation email within a maximum of 10 minutes of placing the order. You can also view your order when logging into the website and checking your previous orders.

How can I cancel my order?

If showing as un-dispatched please contact us immediately by phone or email. You then have 7 day 'cooling off period' from the date of delivery to cancel for a full refund. This will then be subject to a full refund including initial shipping price. This will then be subject to a full refund including initial shipping price within 30 days of cancellation. It is the buyers responsibility to return the goods to us, so please ensure you repackage the goods efficiently and take out courier insurance if returning by courier. We can also arrange the carriage back for you, but this is at a cost to yourselves.

Can I track my order?

Tracking is now available on all international orders, special delivery and recorded delivery orders. When we despatch your item(s) a tracking number will be entered into your order details which you will receive via email on despatch.

Managing Your Account

Why cant i change my shipping Address?

Your first order has to be shipped to the billing address for an exception please contact customercare and they can manually update this for you in your account details. This only applies for shipping outside the UK.

Forgotten your password?

To reset your password click the link "Forgotten Password" in the user panel area. If you still have problems please contact our customer care team for further assistance.

Changing your login details.

Please login to your account area to modify your details.

Changing your contact details

Please login to the account area to amend your details.'

Payment Information

We can accept payment in the following methods: Visa, Mastercard, Delta, Solo, Switch, UK Maestro. If you wish to order any products from our site and do not have one of these cards please contact customercare to make an order over the phone.

I am having problems logging in?

If you are having problems logging on - first try our password change facility. If you still have problems please contact customer care who will investigate the problem for you.

I want to subscribe / unsubscribe to the newsletter.

There is a link at the bottom of the e-newsletter which will allow you to unsubscribe.

Returns & Refunds

Cancelled Orders

If showing as un-dispatched please contact us immediately by phone or email. You then have 7 day 'cooling off period' from the date of delivery to cancel for a full refund. This will then be subject to a full refund including initial shipping price within 30 days of cancellation. It is the buyers responsibility to return the goods to us, so please ensure you repackage the goods efficiently and take out courier insurance if returning by courier. We can also arrange the carriage back for you, but this is at a cost to yourselves.

Only part of your order has arrived

If only part of your order has arrived check the despatched email confirmation to see what items are showing as despatched. If all items are marked as despatched and you do not have everything please contact our customer care team via email or telephone. You can also check the items despatched in the view orders section of your account.

What if I receive an incorrect item?

If you receive an incorrect item please contact our customer care team within 7 days of receiving the order. We will gladly arrange for the item to be swapped with the correct item at no extra cost to you.

What if you change your mind?

If your order has not been despatched and you change your mind please contact customer care to cancel the order. We will have a facility for cancelling orders on the website soon.

If you receive items damaged in transit.

If you receive an item that has been damaged in transit please contact our customer care team within 7 days of receiving the order. We will gladly arrange for the item to be swapped at no extra cost to you.

Reseller & Dropshipping information

Do you do wholesale?

We can offer wholesale services. Please get in touch either via telephone or email: info@e-bikesdirect.co.uk

Delivery Information

How long does it take to deliver UK standard delivery?

Typically you can expect to receive your order within 1-3 working days of the order being despatched. We aim to despatch all orders within 24 hours.

Please note: Delivery of E-Bikes which need to be assembled and fully checked by E-Bikes Direct Workshop Staff will be between one and seven days. The Electric Bikes are built up In House therefore dispatch time is dependent upon lead time, eg how many built orders are in front. Customers will be fully notified about lead times shortly after purchase.

Can you ship products to my country?

We ship products to the UK, Ireland, the Channel Islands, Scotland and Northern Ireland. When placing your order simply select your country from the drop down list. If you do not see your country please contact our customer care team on 01580 830 959.

How do I get faster delivery?

Please call us on 01580 830 959 to discuss next day delivery options.

How do I get free delivery?

Unfortunately due to the large size of our products we cannot offer free shipping on our items.

E-bikes shop Information

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Secure payment processing

All of your personal details and credit card details are only ever passed to direct to our bank. We do not store your credit card information in any way on our site. To guarantee your payment is secure you will see https:// at the beginning of the address bar signifying the area of the site you are in is secure. You can also click on the Thawte certificate image to confirm the secure certificate is current and active.

Affiliate Scheme

Where do I download your banners from?

What is the Affiliate Scheme?

Bascially if you have a website, then you can make money by referring people to e-bikesdirect.co.uk

How much can I earn?

By joining the e-bikesdirect.co.uk affiliate program, you will receive commission for every sale made through your site!

How do I sign up?

Simply register on the site (if you haven't already), click the banner to join our affiliate scheme, login and then enter your company name and the website address that is linking to us.

I have submitted my website, now what happens?

Your affiliate submission will be sent to the customercare team for approval first. Once approved your account will show an upgraded affiliate control panel where you can view a breakdown of your months earnings from the website you submitted.

How do I change my affiliate details?

For the moment you will need to contact us at: affiliatesupport@e-bikesdirect.co.uk and we will make the changes on your behalf.

When will I receive my money?

Guide To Buying An Electric Bike

Key questions to ask yourself when purchasing an electric bike

What are your needs? How often will you want to use it? How far are you likely to travel? How demanding is the terrain (moderate gradients or very hilly)? Will you need to carry a lot of weight? Do you want the motor to do all the work or just assist you? How often will you be able to recharge the battery (only overnight or also at your destination)?What style of electric bike are you looking for? folder, mountain style, city bike, shopper, step-through etc.Once you’ve narrowed down your shortlist why not have a test ride

What Are The Key Factors To Choosing An Electric Bike?

The four key factors to choosing the right electric bike for you includeWeightBatteryMotorController

Test Rides

Can I Try Before I Buy

Yes, no problem at all. Simply fill out the form above and then we will contact you to arrange a time for you to come down to our warehouse and try our products.