Frequently Asked Questions

 

How do I place an order?
How do I cancel an order?
What methods of payment do you accept and how secure is it?
What are your delivery charges?
What about deliveries locations outside of mainland UK?
How long will delivery take?
Can I choose when my order will be delivered?
When do you take payment?
How will you keep me informed about my order?
Will my order be well packaged and protected?
Does anyone have to be at the delivery address when my order arrives?
What happens if my order does not arrive when expected?
Will I need to assemble my electric bike when it arrives?
Do you supply fully assembled electric bikes?
What about delivery arrangements for product Returns?
What documents do I need to provide when buying an electric vehicle for use on the road?
Got a question thatís not been answered here?
How do I place an order?

You can place your order right here on our website or by calling us on 08456 170 485. To order online click on Home or Products to display our product ranges. From here click on the desired range to display all related products. Select a product to view the details. When you’ve found what you need, review any available options in the right-hand column and then just click 'add to cart' to make a purchase. This will automatically take you to the ‘Checkout’ where you can review your order before proceeding to the WorldPay Secure Payment Page.

 

How do I cancel an order?

If you wish to cancel an order please email us immediately at priorityservice@powarider.com.

If your order has not been dispatched it will be cancelled immediately and any payment refunded. If your order has been dispatched you must return it to us providing it is unused and in its original condition (including packaging) within 8 working days of receipt for a prompt refund.

For all details relating to order cancellations and product returns please see our Terms and Conditions.

 

What methods of payment do you accept and how secure is it?

We use WorldPay’s Secure ePayments system which accepts all major debit and credit cards as well as PayPal™. WorldPay recognise that security is one of the major concerns for the shopper during an online transaction. So they use state of the art security tools and techniques to ensure that you are protected against online fraud. In reality, an online purchase is probably more secure than a card transaction conducted in a shop, over the telephone or by fax because WorldPay ensure that your online purchase details are encrypted using complex logarithm methods. WorldPay is part of The Royal Bank of Scotland Group, for more information about WorldPay online security visit the WorldPay website at www.worldpay.com.

Your card details are not visible to us - they remain confidential between you and WorldPay’s Secure ePayments system. The only details we have are those essential to your order: your name and contact information (including email address); delivery address and any special instructions you’ve supplied; along with your order details. We never make these available to 3rd parties.

 

What are your delivery charges?

Unless otherwise stated on each product page - delivery is free within mainland UK. Delivery is NOT included for discounted or sale bikes which are fully built and priced for collection. Where delivery is not included a quote for delivery may be requested. Please note that delivery may not possible for discounted or sale bikes where the original protective packaging is no longer available.

 

What about deliveries to locations outside of mainland UK?

Details provided here relate to deliveries within mainland UK only - for shipping costs to locations outside of mainland UK please email us at sales@powarider.com.

 

How long will delivery take?

We use DHL’s and TNT’s next working day delivery service to ensure you receive your order promptly and safely. Orders processed by 2pm will usually be dispatched on the same day; those processed after 2pm will be dispatched on the following working day. Orders received on non-working days will be dispatched on the next working day. Small items will be delivered by Royal Mail.

 

Can I choose when my order will be delivered?

For your added convenience we can arrange to deliver next working day before 9am for an additional £25 or on a Saturday for an additional £15. You can select either of these premium services on the ‘Checkout’ page and we will send you confirmation of the expected delivery date by email.

Orders processed by 2pm will usually be dispatched on the same day; those processed after 2pm will be dispatched on the following working day. Orders received on non-working days will be dispatched on the next working day.

 

When do you take payment?

We take payment when your order is ready to be dispatched. For pre-orders we take payment when we have a confirmed dispatch date.

 

How will you keep me informed about my order?

We’ll email confirmation of receipt when we receive your order; and then again once it has been dispatched to let you know that it’s on its way and that we have taken payment.

We’ll also contact you by email as soon as possible in the event of any problems or delays with any part of your order.

 

Will my order be well packaged and protected?

All items are securely packaged during transit. Larger products will arrive in one or more large (and heavy!) protective cartons. Please don’t dispose of any packaging until you are fully satisfied with the contents and then please recycle as much of it as possible.

 

Does anyone have to be at the delivery address when my order arrives?

Yes; someone must be present at the delivery address to take receipt and sign for the order.

 

What happens if my order does not arrive when expected?

If your order has not arrived within 3 working days after the dispatch date or, if you have opted for either of the premium delivery services it has not arrived on the date expected, please contact us immediately at priorityservice@powarider.com and we’ll investigate.

 

Will I need to assemble my electric bike when it arrives?

For safe and compact shipping our electric bikes are supplied about 90% assembled and will need to be set up before you can begin riding. Typically this involves mounting and tightening the front wheel and mudguard, pedals, saddle and handlebars. Brakes and gears are pre-set in the factory but will need to be checked and if necessary adjusted before riding. We are always on-hand to provide assistance over the phone if required.

 

Do you supply fully assembled electric bikes?

Yes, we stock ready-to-ride electric bikes at our retail premises in Woking, Surrey. You can also buy online and collect your electric bike from us fully assembled (including any optional extras) with brakes and gears set up, inspected and with the battery conditioned and ready for use. We make no extra charge for this service - just let us know when you place your order.

 

What about delivery arrangements for product Returns?

For all details relating to product Returns please see our Terms and Conditions.

 

What documents do I need to provide when buying an electric vehicle for use on the road?

Before you can use your new electric scooter, quad-bike or car on public roads in the UK it must be registered with the Driver and Vehicle Licensing Agency (DVLA) and have a number plate fitted.

We take care of all this for you with our on-the-road package which includes V5c registration certificate, tax disk, and number plates. We will ask you to supply the following documents by recorded delivery when we accept your order (all documents will be returned to you):

  • Current driving licence
  • Valid certificate of insurance or cover note (can be sent direct from insurer)
  • Recent utility bill for the address where the vehicle is to be registered

The V5c registration certificate will be sent directly to you by DVLA – the rest of the on-the-road package may be sent with your vehicle or may arrive separately.

Note: This only applies to electric motor vehicles that we supply, it does not apply to electric bikes which are classed as bicycles and do not require registration to be used on the road.

 

Got a question that’s not been answered here?

We’re always happy to hear from you and we’ll do our best to respond to all enquiries within 24 hours, simply email us at info@powarider.com.

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