FAQS

GENERAL

What is an electric bike / e-bike?

An electric bike is a bicycle that is equipped with an electric battery and motor to assist with pedalling.

This allows riders to travel faster and for longer distances, handling steep hills and strong headwinds with much less effort compared to a traditional bicycle.

What are the laws around electric bikes in the UK?

Electric bikes are legal in the UK, but they must meet certain requirements to be classified as Electrically Assisted Pedal Cycles (EAPCs) and be used without a license, registration or insurance on public roads, cycle lanes and bike paths:

- The motor’s power output must not exceed 250 Watts (e-bikes that exceed this limit are only to be used off-road on private land with the landowner’s permission).

- Powered by pedal assist and not a throttle.

- A speed limit of 15.5 mph (25 km/h).

- Riders must be at least 14 years old.

- Helmets are not mandatory but recommended for your safety.

What are the laws around electric scooters in the UK?

Electric scooters are completely legal to buy and own. They are currently not to be used on public roads, cycle lanes, pavements or footpaths. They can be used legally on private land with the landowner’s permission.

The UK government has discussed new regulations to legalise private e-scooters on public roads with certain restrictions, but as of now, no official law change has been made.

It is the full responsibility of the customer to ensure you operate an electric scooter in compliance with all local and national laws. The customer accepts all liability and risk associated with the use of electric scooters and agrees to release Charge & Glide and its owners from any liability arising from their use. For more details see here.

What are the laws around electric skateboards in the UK?

Electric skateboards are completely legal to buy and own. They are currently not to be used on public roads, cycle lanes, pavements, footpaths or pedestrian areas. They can be used legally on private land with the landowner’s permission.

The UK government is discussing new regulations to legalise private e-skateboards and other electric personal transport devices on public roads with certain restrictions, but as of now, no official law change has been made.

It is the full responsibility of the customer to ensure you operate an electric skateboard in compliance with all local and national laws. The customer accepts all liability and risk associated with the use of electric skateboards and agrees to release Charge & Glide and its owners from any liability arising from their use. For more details see here.

Do I need a licence to ride an electric bike?

No, you do not need a licence to ride a legal electric bike in the UK, provided it meets the Electrically Assisted Pedal Cycle (EAPC) conditions mentioned above.

E-bikes that do not meet these conditions are considered electric mopeds and require:

- Registration, insurance, and road tax.

- A valid driving licence.

- A helmet to be worn.

Where can I ride an electric bike?

Electric bikes can be ridden on public roads, cycle lanes and bike paths.

It is illegal to ride them on pavements, unless designated as a shared-use path.

E-bikes that do not meet the EAPC conditions can only be ridden on private land with the owner’s permission.

Do I need insurance for my electric bike?

No, legally you are not required to be insured to ride an electric bike.

However, we would always recommend that you buy insurance, so that you are covered from accidental damage and theft.

Do you have a shop or show-room?

At present Charge & Glide is an online only store. All our products are sealed and packaged ready to be delivered and therefore we cannot arrange viewings.

Does my new electric bike come with a warranty?

Yes, we are very proud to provide you with ongoing support after your purchase. All our e-bikes and e-scooters come with at least 6 months manufacturers warranty. Please check the individual product pages for accurate warranty details.

Please note that warranties do not apply in any case to damage or defects resulting from negligent use of the bicycle, the mounting of non-original items or manipulation of the bike. The warranty is not applicable to any damage to the bike other than material defect.

The bikes components may show signs of normal wear and tear in less than two years depending on the amount of use, type of use and other conditions.

If you have any further questions about the warranty for a particular product, please contact info@chargeandglide.co.uk and our customer service team will be happy to help you.

PRODUCTS

How do I ride an electric bike?

Riding an e-bike is very similar to riding a regular bicycle, but with added electric assistance!

Ensure that the motor and battery have powered on completely before starting your ride. Turn on the e-bike using the power button, usually located on the handlebar or battery. Select a pedal assist level (start with a low level for more control).

Start pedalling and the motor will kick in and give you a boost. Some e-bikes have a throttle you can use to accelerate without pedalling, to give you a boost from a stand-still. Use the throttle cautiously to avoid sudden acceleration. Keep pedalling to keep the motor engaged and pull the brakes to stop as you would with a regular bike.

While riding it’s important to have the correct gear chosen for your required speed and the steepness of the terrain. You can increase pedal assist for easier riding, which is useful on hills, or reduce or turn-off assist to get more exercise and for battery saving.

Can I ride my electric bike in the rain?

Yes, you can use most electric bikes in the rain. They are usually classed as water resistant, which means riding in the rain and through puddles is no problem.

However, avoid submerging the bike, battery and motor fully in water and always check the manufacturers guidelines regarding water resistance for your specific bike. Check the IP rating (Ingress Protection) in the manufacturer’s user manual or in the specification section of our individual product pages. Most e-bikes have a rating of IPX4 or higher, meaning they resist splashes and rain but not full submersion.

- Always keep the battery compartment closed to prevent water damage.

- The use of power washers for cleaning is NOT advised.

- Do not ride in heavy storms or flooding.

- Use a silicone cover or plastic wrap for extra protection if needed.

- Dry and maintain your e-bike after a ride. Wipe down the frame, chain and battery and lubricate the chain to prevent rust.

- Store the bike indoors or under a cover to keep it dry.

Do I need to get my electric bike serviced?

We recommend that you should have your electric bike serviced every 6-12 months depending on usage, to keep it running in the best condition.

We also recommend that you have your e-bike serviced after the first 6 weeks, to ensure that any issues are picked up quickly and valuable advice can be provided.

Regular maintenance should include checking the brakes, chain, tyres, electrical components and battery health.

We do not currently provide electric bike servicing ourselves, however we are able to put you in touch with high quality reputable technicians across the UK.

Can I ride my electric bike without using the motor?

Yes, e-bikes function like regular bicycles when the motor is turned off or if the battery runs out.

The additional weight of the battery and motor may make you feel a little slower compared to a regular bike, however the bike will still ride fine.

If your bike has multiple gears, you can shift to a lower (easier) gear to compensate for the extra weight.

On some models you can remove the battery, to lighten the bike and make pedalling easier.

You could also choose an e-bike with a mid-range motor, as these disengage completely when the motor is turned off, reducing resistance compared to hub motors.

ORDERS & PAYMENT

I've not received an order confirmation?

If you have not received an order confirmation email, please check your Junk/Spam folder.

If it is not there, please contact us at info@chargeandglide.co.uk. It may be that there is a typo in your contact e-mail address, which we can correct for you quickly and easily.

How do I cancel my order?

Please email us at info@chargeandglide.co.uk or message us on Live Chat in the bottom right-hand corner of our website.

Any orders cancelled after 12 hours of placing the order may be subject to additional fees. If your order has been dispatched, you (the buyer) will be responsible for any costs associated with returning the item.

Refunds can only be issued to the same payment method that was used to place the order.

What payment methods do you accept?

We accept a wide range of payment methods including PayPal, Klarna and all major credit/debit cards.

All payments are secure using industry-standard encryption.

Choose your preferred payment method at checkout for a safe and smooth experience.

Credit/Debit Card

Pay conveniently and securely by debit from your credit/debit card, we accept all major cards (VISA or Mastercard). Enter your card number, validity and verification number and we will transmit the data using secure encryption. If your card is unlocked for 3D-Secure, then you will be forwarded to the security questionnaire for your bank. Then a few seconds later your order will be processed. The payment will be debited only upon dispatch of your goods

PayPal

Using your PayPal account you can pay for your order fast, simply and securely. We usually receive an immediate payment confirmation from PayPal and we can then process your order straight away. Your payment with PayPal is always free, as Charge & Glide pay the processing fees.

Don’t have a PayPal account? Visit www.paypal.co.uk and register your bank account in just a few clicks, as you only need to provide your e-mail address, home address and bank account. PayPal enables you to make secure payments online without needing to pass on your bank details to third parties.

Klarna

With Klarna, you can Buy Now and Pay Later. Choose Klarna at checkout and you will be given the option to order now and then pay later in 30 days.

I am having a problem paying at checkout?

We are sorry to hear that you are having issues trying to make a purchase.

If your bank has sent you a payment authorisation message by text or email or via their app, then you may need to respond this first to enable your payment to be made and order to be processed.

If your card is being declined when trying to make a payment, please contact your bank as this is outside of our control.

DELIVERY

How long will delivery take?

Please find specific delivery times on our individual product pages (Within the product description), as delivery times can vary between brands.

Delivery within mainland UK typically takes 3 to 5 working days, depending on the product, brand and any customisation required.

Once your order is dispatched, you will receive tracking details from which you can follow your delivery status live.

What’s your shipping and delivery policy?

Order Confirmation

As soon as you place your order, we will pre-authorise your card however your card will not be charged. We will then contact our supplier to confirm that the product you have purchased is available for immediate shipment. Once confirmed we will process the payment and your order will be dispatched straight away. If there is any delay such as an item which is on back-order, we will void the pre-authorisation and contact you to let you know.

Order Delivery

Once your order has been placed, assuming it is in stock and available for dispatch, we will charge your card and your order will be dispatched within 5 working days. We will send you tracking details by email within 24 hours of your order being dispatched. If you have not received tracking details within 6 working days, please reach out to us via email at info@chargeandglide.co.uk so that we can help.

We offer free delivery on orders over £500 to most UK mainland destinations, however please note that deliveries outside of the UK Mainland may be subject to additional charges.

Do you offer click and collect?

We do not currently offer a click and collect service.

All orders will be delivered directly to your shipping address entered at checkout.

Will my electric bike be delivered fully assembled?

Most of our e-bikes will arrive 90% assembled, which means you may need to attach parts like the handlebars, saddle, pedals and the front wheel.

This is straightforward with a basic understanding of bicycles and instruction manuals are included to enable easy assembly.

RETURNS

Can I return my order?

Yes, we offer a 30-day return policy, which means that you have 30 days after receiving your item to request a return.

Please note that return policies do vary between our different brands. Please check the individual product pages for the specific return policy for each product.

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return please contact us at returns@chargeandglide.co.uk. If your return is accepted, we will provide you with instructions on how and where to return your item. Please note that any items sent back to us without first requesting a return will not be accepted.

How long does a return take?

Please allow 10 working days after returning your item, from the delivery date shown on your returns tracking, for your returned item to be processed. Kindly refrain from contacting us within 10 working days as this may slow down your return process.

If you have not received an update after 10 working days, please email us at returns@chargeandglide.co.uk, including your order number in the subject line, and we will look into this for you.

How long does a refund take?

Once you have received confirmation that your refund is approved, processing may take up to 14 working days.

After processing, the money can take an additional five working days to appear in your bank account.

All refunds will be issued to the original payment method used for the purchase.

Can I cancel my order?

Yes, please email us at info@chargeandglide.co.uk or message us on Live Chat in the bottom right-hand corner of our website.