Orders and Payment
1. How can I cancel or change my order?
Changing your order
It is generally not possible to make changes to your order (e.g. delivery or billing address, payment method, quantity or size of the products ordered, or adding or removing items).
In this case, please cancel your order, preferably before it is shipped.
2. How can I redeem a discount code?
Our discount codes and vouchers can be redeemed in your shopping cart as follows:
- Add the item you want to your shopping cart
- Click "Checkout".
- You can enter your discount code in the field now displayed on the right.
- Click "Apply" to confirm.
Please make sure to use the correct capitalization!
If the discount code does not work, please check the following:
- Did you use the correct capitalization?
- Are there any spaces at the beginning or end of the code? If so, remove them.
- Is the voucher promotion still valid?
Still unable to redeem the voucher code?
Please feel free to contact us at support@myebikes.com
3. Where can I buy spare parts for my e-bike?
If you need a spare part for your e-bike, please contact us at
support@myebikes.com. Please have your item number ready.
Delivery and Tracking
1. How long does delivery of my order take?
E-bikes and bicycles are delivered within 10 business days of receipt of payment at the latest. Delivery times depend on the items ordered and current order volumes.
2. How is the order delivered?
Our bicycles are delivered to you by a freight carrier. The carrier will contact you by phone before delivery to arrange a delivery appointment.
We only deliver within Germany. Therefore, both the delivery and billing addresses must be in Germany.
3. My order is delayed. What can I do?
We know how frustrating it is when a parcel does not arrive by the expected date.
Before contacting us, please:
- Check whether we have already contacted you about an issue with your order that may have extended the delivery time
- Check whether the stated delivery time has been exceeded (please note that we only deliver Monday to Friday)
- if your order is delayed and you have not received a message from us, please contact us at support@myebikes.com
Returns & Warranty
1. How do I return an item?
The return period for unused goods is 14 days from the delivery date. The return period for unused goods is 14 days from the delivery date. For exchanges or returns, please contact our customer service team at support@myebikes.com or use the return form
Important information
- Goods must be returned in perfect, clean condition, with no signs of use and in their original packaging.
- Automatic exchanges are not possible. If you need a different size, model or color, you must place a new order.
2. How long is the warranty valid?
We handle all claims under the statutory warranty. It is important that you contact us first if you have a problem with an item or an order.
The warranty is valid for 24 months from delivery. If the goods develop a defect within the warranty period, you are entitled to a remedy, such as repair of the item, a reduction in the purchase price or replacement. Please note that we will not reimburse repairs carried out independently without consulting us first.
The warranty applies only to material defects, i.e. manufacturing and product defects that existed at the time of delivery. It does not cover damage caused by improper assembly or use, modifications, lack of care or wear and tear.
3. How do I report a damaged item?
To submit a claim, please contact us from the same email address you used to place your order and provide the following information:
- Order number
- At least two photos or videos — one showing the entire product and another showing the defect/problem. We also need the serial or frame number, if the item has one.
- A brief description of the problem and how it occurred.
Once we have received all the information we need, we will register your claim. Processing may take some time depending on various factors. If you send us multiple inquiries, our response time is likely to increase. Once your claim has been processed, we will contact you with a selection of possible solutions and/or the next steps.
Product Advice
1. Optimizing battery life
- Avoid fully discharging the battery: Try not to let the battery run completely flat. A remaining charge of around 10% is ideal.
- Recharge after every ride: Ideally, recharge the battery to around 90% after every ride.
- Protect it from extreme temperatures: Do not expose the battery to extreme temperatures. Temperatures between 10° and 30 °C are best.
- Use the original charger: Always use the charger supplied by the manufacturer. Charging at a lower amperage is gentler on the battery.
- Store it properly: If your e-bike will not be used for an extended period, remove the battery and store it in a dry place. The optimal storage temperature is around 20 °C. The battery should be charged to between 30% and 90%. If it is below 30%, charge it before use.
2. Ride efficiently to save energy
- Avoid aggressive starts: Avoid rapid takeoffs, especially when using the highest assistance level.
- Adapt to hills: When riding uphill, maintain a high cadence and select a lower gear.
- Reduce assistance on flat terrain: Select a lower assistance level on flat terrain to save energy.
3. Caring for the bicycle frame
- Regular cleaning: Keep the bicycle frame clean by wiping it down regularly with a mild cleaning agent. This not only protects the paintwork but also extends the life of your bicycle.
- Check for damage: Inspect the frame for any damage or cracks. If you find any problems, have them addressed as soon as possible to ensure a safe ride.
- Proper storage: Store your bicycle in a dry place, away from direct sunlight. Proper storage helps prevent rust.
Other
1. Do I need to insure my e-bike?
- In Germany, e-bikes with a top speed of up to 25 km/h do not need to be insured.
- However, insurance is recommended to protect against risks such as theft.
2. Do I have to wear a helmet when riding an e-bike?
- There is no legal requirement to wear a helmet when cycling in Germany. However, for your own protection, we recommend wearing a suitable helmet to protect your head in the event of a fall or accident.