FAQ

FAQ

Can you give me any more information on a product?

We try to give as much information as possible about all our products including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details.
If you do need any more info send an email to support@ecosmobike.com and we will do our best to help you out.

What is the bike frame size?

It is the length from the centre of the bottom bracket shell to the centre of the top tube, as shown in the below picture.

How do I know if the bike is suitable for me?

Measure your inside leg measurement (this is the distance from the floor to your crotch) to the floor, subtract 3 inch (for mountain bikes, or 1inch for road bikes) then subtract 10″ (the average distance from the bottom bracket to the ground). This will give you the maximum frame size that you will need.

You can also refer to the seat height (it is measured from the floor to the top of saddle) we sate in the description, if your inside leg measurement plus 10cm (the distance from the floor to the lowest point of the pedal) is in the range of seat height then it is fine for you.

Delivery Info

How long will it take?

We dispatch our goods on the next working day after cleared payment being received via 24HR delivery, it normally takes 1 working day within England & Wales.
Please note that during this particularly busy period orders may take slightly longer.

When will you deliver?

Our courier will attempt delivery anytime between 8am and 8pm Monday to Friday (except Bank Holidays). Saturday delivery is also possible if you pay extra surcharge.

Do I need to sign for the delivery?

A signature is required and if you are not available our courier will leave you a card for you to contact them to arrange redelivery. It is possible to advise the driver to leave the parcel with your neighbours. Saturday delivery is also possible if you pay extra surcharge.

Can I send my order to another address?

Yes, of course. You can choose a different address as your shipping address when you check out or send us an email to advise the different shipping address. But if you are paying by card, then the delivery address has to be the billing address.

Can I track my delivery?

Yes. We will send you a tracking number via email when the order has been despatched, and you can track the parcel on the website stated in the email.

Will you deliver to me?

We ship most of our goods to UK and EU, for electric bikes, we only ship to UK.
The UK postage is just for Zone 1 (England, Wales and parts of Scotland). For a place out side UK Zone 1, the postage is different depending on the post codes. Please read the postage details carefully.

What happens if I miss my delivery?

Our courier will try at your neighbours and if they are available to sign will leave it with them and post a card through your door to let you know. If our courier misses you or your neighbours they will leave a card for you to contact them, and the parcels will be taken back to the nearest depot where they can be collected.

Returning Items

How should I send it?

We recommend you post any returns to us using a carrier who can give you a Certificate of Posting as, until the parcel reaches us, it is your responsibility.

Do I have to pay to return?

Unfortunately, if you are returning items because you have changed your mind it will be at your cost and we will not refund you original delivery charge.

How long can I keep my order before returning?

We ask you return your items to us within 7 working days beginning with the day after the day on which you receive them.

How long will it take to get my refund?

Refunds are usually processed within a few days of us receiving the goods back.

Please note that during this particularly busy period it may take up to a week to process your return.

Please allow a further week for the amount to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.

We will refund you by the same method as payment (i.e. same card, Paypal)

You have sent me the wrong items

We are only human and occasionally mistakes can happen. If it has happened to you we are very sorry and we will do our best to get the right items to you as soon as possible.

Get in touch with our support team via email support@ecosmobike.com or give us a call.

The item I received is faulty

If you think the item your received is faulty get in touch with our support team and we will try our best to sort it out.