Frequently Asked Questions

: It is currently illegal to use an electric scooter on a public road, pavement or cycle lane in the UK. However, it is legal to use an electric scooter on private land with the permission of the landowner.
: The Department for Transport is fast tracking and expanding trials of rental electric scooters, which will create the evidence necessary to guide final decisions about whether and – if so – how to fully legalise electric scooters.
The government acknowledge that electric scooters offer the potential for fast, clean and inexpensive travel that can also help ease the burden on transport networks.
: The Electric Scooter Store does not recommend that anyone under the age of sixteen rides an adult-sized electric scooter.
Children do not despair! The Electric Scooter Store stock electric scooters that are suitable for children.
: Yes! The Electric Scooter Store take safety seriously and we recommend wearing a helmet whenever you ride an electric scooter. We also advise to have the front light turned on when riding, and to wear reflective clothing in the evening.
The Electric Scooter Store stock a variety of helmets
: Yes, the majority of electric scooters have a folding mechanism, which makes them easy to take on trains, buses, and to your favourite restaurant or bar. They will also fit comfortably into a boot of a car. The portability of electric scooters is one of their big benefits.
We stock a number of electric scooter carry straps and handles.
: As privately-owned electric scooters are currently illegal to ride on public highways, you’ll find it hard to get insurance on them for use outside of your home or on private land.
For home use, they can be covered under your standard home insurance policy. Please check with your provider to see whether you are covered.
: The majority of our electric scooters are water resistant but not waterproof.
Each electric scooter will have an IP rating, where the second digit refers to water resistance (e.g. IP65). In most cases, your electric scooter will have an IP rating of 54, 55 or 65.
IP54 means your electric scooter can be ridden occasional off-road, on wet ground, through mist and fog, and in light and infrequent rain.
IP55 means your electric scooter can be ridden occasionally off road, and in light, constant rain.
IP65 means your electric scooter can be ridden on all-terrain; and in light, constant rain.
The higher IP ratings state your electric scooter can be ridden through shallow puddles, however if puddles can be safely avoided we recommend avoiding them. Few scooters will survive being submerged in water.
: The Electric Scooter Store team are environmentalists at heart, and this extends to our packaging too. We try to reduce the amount of packaging we use, which does mean that we do not double box. However, we want our scooters to arrive to you in the best condition possible, and that is why we use a black packaging film (similar to cling film) to add an extra level of protection and privacy. This is great if you are purchasing the scooter as a gift, as the contents will be kept hidden. Black packaging film will only be used for Xiaomi, Ninebot Segway, Walberg and Joyor adult scooters. Scooters despatched by our partners will not be packaged in this way.
Please note black packaging film is not used when packaging Razor children's scooters as these are sent by Razor's official UK distributor.
: Our offices and warehouse are based in Oxford. We are currently an online retailer only, although we will be opening a bricks and mortar store in the near future.
All of our stock is held in the UK.
: Our offices are based in St Clements Oxford.
If you would like to use the same day collection service please speak to one of the team using the online chat option before ordering your electric scooter to arrange collection or alternatively email info@electric-scooter.store
Please note the same day collection service is only available when purchasing an adult electric scooter. However, if you have a special request, please feel free to email the customer services team as we will always try to help out.
The collection service is available Monday to Friday 9am to 5pm and Saturday 9am to 11.30am.
: We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

: All of our Xiaomi electric scooters come with a two-year UK warranty. Please note, this warranty does NOT cover use in the rain. The full electric scooter is covered, including the electronics and battery, for two years from the date of purchase.
The warranty is backed by the manufacturer, but the work is carried out by a partner based in the UK.
How to make a warranty claim?
If you would like to claim on your warranty, please email help@electric-scooter.store with your order number in the subject line. Please include a description of the issue and if possible a video or photo that best illustrate the problem.
The Electric Scooter Store will need an address for collection, contact number, and serial number which is usually found on the side of the box. One of The Electric Scooter Store customer service agents will then be in contact to confirm the next steps.
: The full electric scooter is covered including the electronics and battery, for two years from the date of purchase.
The warranty is backed by Segway; however, the work is carried out by a partner based in the UK called Sertec360.
How to make a warranty claim?
If you would like to claim on your warranty within thirty days of purchase of your Ninebot-Segway electric scooter, please email help@electric-scooter.store with your order number in the subject line. Please include a description of the issue and if possible a video or photo that best illustrate the problem.
The Electric Scooter Store will need an address for collection, contact number, and serial number which is usually found on the side of the box. One of The Electric Scooter Store customer service agents will then be in contact to confirm the next steps.
If you would like to claim on the warranty after thirty days of purchase please contact Sertec360 directly by calling 0203 192 1421 or via email: support-uk@segway.eu.com
: Razor provide a limited warranty, namely their products to be free of manufacturing defects for a period of ninety days for electric powered products from the date of purchase.
This limited warranty does not cover normal wear and tear, wheel, or any damage, failure or loss caused by improper assembly, maintenance, storage or misuse.
How to make a warranty claim?
To claim on your warranty please contact Razor by calling 01202 672702.
Razor’s limited warranty will be void if:
◼︎ The electric scooter is used in a manner other than for recreation or transportation.
◼︎ The electric scooter has been modified in any way.
◼︎ The electric scooter has been rented.
: The full electric scooter is covered including the electronics and battery, for two years from the date of purchase.
The warranty is backed by Walberg; however, the work is done by a partner based in the UK called Zyro Fisher.
How to make a warranty claim?
If you would like to claim on your warranty, please email help@electric-scooter.store with your order number in the subject line. Please include a description of the issue and if possible a video or photo that best illustrate the problem.
The Electric Scooter Store will need an address for collection, contact number, and serial number which is usually found on the side of the box. One of The Electric Scooter Store customer service agents will then be in contact to confirm the next steps.
Before you contact The Electric Scooter Store, please visit Walberg’s FAQ where you can find information on trouble shooting.
: All of our Joyor electric scooters are UK stock and come with a one-year warranty on the display, controller, motor and charger against manufacturing and material defects on a replacement basis. The battery is covered for six months or 2000km (whichever comes first).
The warranty is backed by Joyor, but the work is done by a partner based in the UK.
How to make a warranty claim?
If you would like to claim on your warranty, please email help@electric-scooter.store with your order number in the subject line. Please include a description of the issue and if possible a video or photo that best illustrate the problem.
The Electric Scooter Store will need an address for collection, contact number, and serial number which is usually found on the side of the box. One of The Electric Scooter Store customer service agents will then be in contact to confirm the next steps.
: Warranties will generally be void if:
◼︎ The electric scooter has been ridden in the rain or has signs of water damage.
◼︎ The electric scooter has been poorly maintained.
◼︎ The electric scooter has been misused (e.g. has been ridden by two people at the same time).
◼︎ The electric scooter has been serviced or modified by a non-authorised partner.
Specific warranty restrictions will be detailed in the user manual, or alternatively you will be able to check online by visiting the manufacturers website. If in doubt, feel free to contact one of our customer service agents.

: We currently only deliver to the United Kingdom and Northern Ireland. Unfortunately, we cannot ship electric scooters to other European countries.
: The majority of our orders are shipped the same working day if purchased before 1pm. Your order will be delivered within three working days, as long as the scooter is in stock.
: If your order is placed after 1pm on a Friday, the electric scooter will be despatched on the Monday.
: The Electric Scooter Store will email the tracking details as soon as the package has been collected from the courier company.
: We take most care to make sure your order arrives in good condition, however if your product has been damaged in transit please take photos of the box (and scooter is necessary) and email the photos to help@electric-scooter.store Please include your order number and one of the team will be in contact ASAP.
: The majority of our electric scooters are delivered by DPD, however sometimes we do use alternative courier companies depending on the location of the customer. Smaller items are delivered by the Royal Mail.
: Unfortunately, at this moment in time we only offer standard shipping. However, if you have a specific request please feel free to email the customer services team at customerservice@electric-scooter.store and we will try our best to help out.
: Dripskull products are made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver
it to you. Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions!
Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location. Please see time estimates below.
: Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
USA: 3-4 business days
Europe: 6-8 business days
Australia: 2-14 business days
Japan: 4-8 business days
International: 10-20 business days
: We work with an on-demand order fulfilment company with facilities worldwide!
: An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply
duties and taxes to your purchases.

: You will need to inform the customer services team that you would like a full refund within fourteen days of receiving the electric scooter or item. The electric scooter or item will need to be in ‘as new condition’ which means the scooter has been unridden, with all parts, manuals and accessories included in the original box and packaging.
When returning the purchase please make sure all items are packed in the original box safely and securely. It is important to ensure that sufficient packaging is used, as any damage in transit may mean that we are unable to accept your return. Once received, items will be checked to ensure that they meet the criteria set out in our returns policy.
If we receive the product without all of the internal packaging, or it is damaged or shows signs that it has been used, we will not be able to accept the return. If this happens, the product will then be sent back to you.
Refunds will be processed within fourteen days of The Electric Scooter Store receiving the returned item. Refunds will be made to the same method of payment used for the original purchase. We are unable to offer any refund without a valid receipt.
: We are sorry that you have received a faulty item and will try our best to rectify the situation as soon as possible.
Please email help@electric-scooter.store with your order number in the subject line. Please include a description of the issue and if possible a video or photo that best illustrate the problem.
The Electric Scooter Store will need an address for collection, contact number, and serial number which is usually found on the side of the box. One of The Electric Scooter Store customer service agents will then be in contact to confirm the next steps.
: Dripskull products are made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you. Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions! As Dripskull clothing is custom made, we cannot accept returns or exchanges so please choose your size and style carefully.
: We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at customerservice@electric-scooter.store
: At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we
have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled.
If that’s the case, please let us know at customerservice@electric-scooter.store
within a week after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund!
: Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date.
Claims deemed an error on our part are covered at our expense.