Orders & Payment
What payment methods do you accept?
A - PAYPAL
With PayPal you can pay easily, speedily and securely. Use your existing PayPal account and pay conveniently for your order with us. As a rule, we usually receive a payment confirmation immediately from PayPal and will be able to process your order straight away. For you, payment via PayPal is always free - Pedal & Chain pays the processing fees.
Haven't got a PayPal account? You can register your bank account on www.paypal.co.uk in just a few clicks. The registration with PayPal takes only a few seconds, since you only have to provide your e-mail address, address and bank account. You can securely make payments on the internet without passing on your bank data to third parties.
B- CREDIT CARD
Convenient and reliable: Payment by debit from your credit card (VISA or MasterCard). You enter your credit card number, validity and verification number, and we will transmit the data using secure encryption. If your credit card is unlocked for 3D-Secure, you will be forwarded to the security questionnaire for your bank. A few seconds later your order can be processed. The amount will be debited only upon dispatch of the goods.
I've not received order confirmation?
If you've not received an email order confirmation, please check your junk/spam folders – sometimes confirmation emails can end up there!
If you still can’t see it there, please contact us at email@example.com
It’s possible that there’s a typo in your contact email address, in which case we can easily rectify this.
Do you offer a student discount?
Unfortunately we do not currently offer student discount, however we recommend keeping an eye on the website as we do offer great discounts regularly which you may be entitled to.
Do you offer finance options?
If you're considering getting a new E-Scooter or E-Bike but don't have the cash to pay for one right now, financing may be a great solution for you.
We offer a selection of finance options:
- PayPal 0% Credit
- Cycle To Work Scheme
How do cancel my order?
Any orders cancelled after 24 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. Any refunds can only be issued to the same payment method which was used to place the order.
We're sorry to hear you're having issues when trying to purchase on our website.
If your card is being declined when attempting to make a payment we recommend contacting your bank, unfortunately we hold no control over the payment method used.
If your bank have sent you an authorisation text message, you may need to respond to this in order for your order to be processed successfully.
How long will delivery take?
You can find specific delivery times on our individual product pages as delivery times can vary between brands. You will also receive tracking information upon ordering where you can check live delivery status.
Do you offer click & collect?
We do not currently offer a click and collect service. All orders can be delivered directly to your shipping address entered at checkout.
Will my e-bike be delivered assembled?
Most of our bikes will arrive to you 90% assembled, which means you may need to attach the handlebars, saddle, pedals, front wheels, or a few other minor parts. All of this is possible with a basic knowledge of bicycles.
What's your shipping and delivery policy?
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 backorder, we will void the pre-authorisation and contact you to let you know.
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’ll 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 firstname.lastname@example.org so that we can help.
What are the laws around Electric Scooters?
Electric scooters are completely legal to buy and own. They are currently not to be used on any public roads, footpaths or cycle lanes. They can be legally ridden on private land with the landowners permission.
They are soon going to be legalised to be ridden in public with certain restrictions.
It is the complete responsibility of the customer to ensure you operate an electrical scooter within all national and/or local laws. The customer assumes all liability and risk associated with the use of electric scooter products and holds Pedal & Chain & its owners free from any liability caused by their use. More info can be found here.
What are the laws around Electric Bikes?
E Bikes, sometimes referred to as pedal assisted bikes, do not require insurance or a license. The limit to the motor on public roads is 250W, some e bikes have settings that exceed this limit which are only to be used off-road. The speed limit for e bikes on the road is 15.5mph.
- Riders must be a minimum of 14 years old
- Helmets are not mandatory
How do I get 14 days free insurance?
All bikes purchased from Pedal & Chain qualify for 14 days free insurance. Simply activate your free insurance in the email you receive 1 day after your order.
Bikmo will cover your bike for accidental damage and theft. If something happens, Bikmo will replace or repair your new bike.
Do I need insurance for my ebike?
No, legally you are not required to be insured to ride an electric bike.
However, we would recommend that you are insured so that you are covered from theft and accidental damage.
Luckily, if you buy your electric bike from Pedal & Chain, you will receive 14 days free insurance with Bikmo. At the end of the 14 days, you can extend your insurance with a 5% discount for our customers.
Do you have a show room or shop?
No, at this time Pedal & Chain is a web based store. All of our products are boxed and sealed ready to ship and therefore viewings cannot be arranged.
Does my new e-bike come with a warranty?
Yes, we are proud to support you after you ride away with your new bike. All our e-bikes and e-scooters come with at least 6 months manufacturers warranty. Please check individual product pages for accurate warranty information.
Please note that warranties do not apply in any case to damage or defects derived from negligent use of the bicycle, the mounting of non-original items or manipulation of the bike. Warranty not applicable to any damage to the bike other than material defect. Normal wear and tear. Components may show signs of wear and tear in less than two years depending on amount of use, type of use and other conditions.
If you have any questions about warranty for a specific product, please contact email@example.com and one of our customer advisors will be able to help you.
How does the Cycle To Work Scheme work?
Cycling to work is a great way to stay fit and healthy, so we’re currently partnered with 5 schemes to help you make that a reality.
Cycle to work schemes allow you to spread the cost of an electric bike across 12 months with a discount of up to 47%!
For full details on how to buy through a cycle to work scheme, or for more information on what you are entitled to, please follow the link: Cycle to Work.
Can I charge my e-bike battery overnight?
Yes, all the e-scooters and e-bikes that we sell have an automatic cut off in the battery management system that will stop charging when the battery is full. We recommend keeping your battery charged up at every opportunity.
Regular charging is better for overall battery health and will help to increase the lifespan of the battery.
Can I remove my e-bike battery for charging?
On most e-bikes, you are able to remove the battery for easier charging. Some now feature integrated batteries which are not removable, but this will be identifiable on the product page on our site, and they are designed to be charged in-situ.
On most e-scooters, the battery is not removable. Please consult the manual of your e-scooter model to see if the battery can be removed.
How long does it take to charge my e-bike battery?
The charge time on your e-scooter or e-bike will vary based on the size of the battery and power of the charger. In most cases it is between 3-8 hours, from zero charge.
For estimated product-specific charge times, consult the user manual or the product page on our site.
How much range will I get from my battery?
The range of your electric bike will vary according to the battery capacity. Find the battery size and expected range in the specification tab on the product page. The expected range will not always be met as range is largely affected by riding conditions, eg. terrain, rider weight, tyre pressure, headwind etc.
How do I ride an Electric Bike?
Electric Bikes are very similar to regular push bikes in the way that you ride! Simply start riding the bike as you would ride a push bike and wait for the motor to kick in and provide you with a boost. Keep pedalling to keep the motor engaged and pull the brakes to stop as you would with a push bike.
With an electric bike it is important to have the correct gear chosen when you start riding. Also ensure that your motor and battery have powered on completely before starting to ride.
Do you do conversions to ebike from standard bicycles?
Yes, we can convert some standard bikes into ebikes using the ARCC ebike system. Here is a link to the conversion service details on our website.
What we would need to start this process would be for you to let us know the make and model of your bike along with a few images of the bike from different angles. Using that information, we can confirm whether we would be able to complete the ARCC conversion.
If you decide to go ahead with the conversion service, we can arrange for your bike to be collected and then we will re-deliver the bike once the conversion is complete.
For more details about the conversion service, please Contact Us.
Are electric bikes heavy?
Our e-bikes start at 14.5kg and go up to 28kg. You can find the weight for each bike in the specification section of each product page.
If you are looking for a lightweight electric bike, then check out our list of the Best Lightweight Electric Bikes.
What size electric bike do I need?
Unlike a child's bike which is measured by wheel size, adult bikes are measured by frame size. The general bike sizing guidance is below:
20" frame bikes fit people 5'10 to 6' 2".
19" frame bikes fit people 5' 9" to 5' 11".
18" frame bikes fit people 5' 8" to 5' 10".
17" frame bikes fit people 5' 7" to 5' 9".
16" frame bikes fit people 5' 6" to 5' 8".
15" frame bikes fit people 5' 5" to 5' 7".
We have also created a bike sizing guide which is more in detail as there are differences in sizing depending on the type of bike you would like. For more details, check out our Electric Bike Size Guide.
Can I use an electric bike in the rain?
Yes, most electric bikes are highly effective in the rain. They are usually classed as water resistant which means that you can ride them in the rain and through puddles without any issues.
It is advised that you check the relevant manufacturer's instructions regarding water resistance before using your bike. As with any bike the use of power washers for cleaning is NOT advised.
You can find out the IP rating for most of our electric bikes in the specification section of the product page.
Can I ride my electric bike without the motor?
Yes, electric bikes can be used as regular push bikes if you choose to leave the assistance off.
The added weight of the battery and motor may make you feel a little sluggish compared to a regular bike however the bike will still ride fine without assistance.
Do I need to get my electric bike serviced?
We recommend that you take your bike for a service every 6-12 months dependant on usage, to keep your bike running in peak condition. We would also recommend that you have your e-bike serviced after the first 6 weeks so that any issues can be picked up quickly and some valuable advice can be shared.
At this time, we do not provide electric bike servicing ourselves, however we are able to signpost you to reputable technicians across the UK.
How do I choose which electric bike to order?
Let us provide you with personalised recommendations! We have put together a quick questionnaire which will take a few minutes but could save you hours of searching!
Take the quick questionnaire here - Help Me Choose
Can I return my order?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Please note - returns policies do alter between different brands available through Pedal & Chain. Please check individual product pages for accurate information regarding returns for each product.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
How long do returns take?
If you have returned an item to us please allow 10 working days from the delivery date shown on your returns tracking link for your item to be processed by the engineers in our workshop. Please do not contact us within 10 working days as this may slow down our process.
If you have not received an update on your return after 10 working days, please don’t hesitate to let us know and we will look in to this for you. Please email email@example.com with your order number in the subject line.
How long do refunds take?
Once confirmation of the acceptance of the refund has been received, it takes up to 14 days to process the refund. Once it’s been processed, it can take up to a further five working days for the money to appear in your account.
Please note that all refunds go back to the same payment method that was used for purchase.
Problems with my e-bike or e-scooter?
If you are having issues with your new bike or scooter, please email firstname.lastname@example.org with details of the issue that you’re experiencing. Please include your order number in the subject of your email and any photos or videos that will help demonstrate the issue you are encountering.
If you’re outside the first 30 days since your purchase, we’ll help you to make a warranty claim for any manufacturing faults that may have arisen during your ownership.
Can I cancel my order?
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. Any refunds can only be issued to the same payment method which was used to place the order.
What size electric bike do I need?
We have created a handy size guide for you to make sure you choose the correct size electric bike. Find our size guide here - Electric Bike Size Guide
What are the best electric bikes for women?
We have scoured the electric bike market to identify the best electric bikes out there for women. We have put them all together in this blog post - Best Electric Bikes For Women
What are the best electric bikes for range?
Having a great range from your electric bike can be one of the most important factors to consider when choosing your new e-ride! Nobody wants to get caught out mid-journey with a flat battery wishing you had checked your charge before leaving.
Check out the - Best Electric Bikes for Range.
What are the best electric bikes for short riders?
It can be difficult to shop around searching for an electric bike to suit you if you are a shorter and it may be tricky to find the right one. We have put together a list of electric bikes, of different types, to suit small riders. Check out our blog here - Best Electric Bikes for Short Riders
What are the best electric bikes for mountain biking?
We have put together a list of 8 outstanding electric mountain bikes available in the UK today. Check out the bikes that made it onto the list here - Best Electric Bikes for Mountain Biking
What are the best electric bikes for seniors?
E-Bikes are removing the previous barriers to cycling and therefore make cycling much more accessible to people of all ages. Nowadays there are electric bikes that are perfectly suited for senior citizens and can provide a new lease of life.
Check out the - Best Electric Bikes For Seniors.
What are the best electric bikes for hills?
One of the most attractive features of an electric bike is their ability to make hills seem flat. Gone are the days of dismounting to push your bike up your local hill, now you can fly straight up with the assistance from your e-bike motor!
Check out the - Best Electric Bikes for Hills.
What are the best electric bikes for commuting?
Electric bikes are fast becoming one of the most popular methods of commuting for people across the UK. With so many benefits, it is clear to see why.
We have put together a list of the best electric bikes on the market right now for commuting to work
Check out the - Best Electric Bikes for Commuting.
What are the best electric bikes for touring?
Bicycle touring can be one of the best ways to travel across towns, cities, counties or even countries at a low price with the maximum amount of exposure to the locations you are travelling. However, it can be hard work! Electric bikes are a great solution to take away some of the strain from your legs and cruise uphill with more enjoyment.
Check out the - Best Electric Bikes for Touring.
What are the best all-round electric bikes?
Electric bikes have undergone a major revolution in recent years with advancements in technology. This has led to E-Bikes becoming a genuine option for city commuters and weekend riders alike. With the versatility of pedal assist, E-Bikes can allow you to arrive fresh at work on a Monday morning and tackle difficult terrain on a Sunday afternoon.
We have put together a list of the best all-rounder electric bikes available this year.
Check out the - Best All-Round Electric Bikes.
What are the best lightweight electric bikes?
The weight of your new bike has always been one of the most important considerations for our customers and with good reason. Ensuring your bike is light enough for easy manoeuvring can make your life much easier when you're out riding and when you are storing your bike.
We've put together a list of some of the lightest electric bikes available in the UK right now. Check out the - Best Lightweight Electric Bikes.
What are the best hybrid electric bikes?
With flat handlebars and a comfortable, upright riding position, hybrid electric bikes are a great choice for commuters, general recreational riders, beginners and for those taking longer journeys.
We have put together a list of the most outstanding bikes available on the market today. Check out the - Best Hybrid Electric Bikes.
Alternatively, you can browse all of the Hybrid Electric Bikes we have available in one place - All Hybrid Electric Bikes.
What are the best step-through electric bikes?
Step-through electric bikes are appealingly traditional whilst offering maximum comfort. Guaranteed to get you from A to B without breaking a sweat.
Check out the - Best Step-Through Electric Bikes.
What are the best hub drive electric bikes?
Hub drive electric bikes are so called because their motor is located in the hub which is in the centre of a bicycle wheel.
We have put together a list of the best electric bikes with hub drive motors. We’ve scoured the UK E-Bike market so that you don’t have to! Check out the - Best Hub-Drive Electric Bikes.
Alternatively, you can browse all of the Hub-Drive Electric Bikes we have available in one place - All Hub-Drive Electric Bikes.
What are the best fat tyre electric bikes?
Fat tyres allow you to go beyond your previous boundaries as they can take you across any terrain and give you the confidence to go further and faster for longer.
We have put together a list of the best performing fat tyre electric bikes available in the UK today. Check out the - Best Fat Tyre Electric Bikes.
Alternatively, you can browse all of the fat tyre electric bikes we have available in one place. All Fat Tyre Electric Bikes.
still have a question?
If you couldn't find the answer you're looking for, get in touch with one of our expert team members and we'll be happy to help:
- 0333 050 1008
- Website Live Chat
Monday to Friday: 9:00am - 5:00pm
Saturday & Sunday: Closed