Contact Us.
If you have any questions, concerns or requests, please feel free to ask us.
Always enter your order number and describe your case in detail when returning or complaining.
Reduce returns.
In today's society, sustainability and reduced environmental impact play an increasingly important role. As a responsible e-commerce company, we at Wheely Shop are aware of the negative impact of returns on the environment.
Frequently asked questions.
Here you will find answers to the most common questions and concerns that our customers usually have. We are here to make your experience as smooth and rewarding as possible.
Payment.
What payment options do you offer?
Card payment
We offer card payment with Visa, Mastercard or American Express.
Klarna
We use Klarna's cash register Klarna Check Out, where you can find the options invoice, account, card, bank transfer and Klarna Direkt.
Apple Pay & Google Pay
It is also possible to pay with Apple Pay and Google Pay, which is quick and easy.
PayPal
PayPal is a globally leading payment service and a safer and faster way to pay online. With PayPal, you can pay and transfer money without having to reveal your payment details and also flexibly choose how you want to pay.
How do I get my refund after my return?
After receiving and checking your return, we will send you an email to let you know that we have received your returned item. We will also notify you if we have approved or declined your refund. If you are approved, the refund will be processed within a certain number of days and the credit limit will be automatically applied to your credit card or original payment method.
I haven't received my refund?
If you have not received a refund, first check your bank account again. Then contact your credit card company, it may take some time to officially issue a refund. If you have completed all the steps and still have not received a refund, please contact us using the form at the bottom of the page.
Delivery.
How much does shipping cost?
Delivery takes place via Postnord/DHL/UPS/Schenker depending on the volume of your order. We only deliver within Sweden and offer free shipping on purchases over SEK 699. If a purchase is made under SEK 699, shipping costs SEK 69. Choosing express delivery costs SEK 399.
How long is your delivery time?
Normal delivery time for items in stock is 1-3 working days from the time we receive your order, provided that Postnord/DHL/UPS/Schenker keep their promised delivery times. Electric scooters and e-bikes have a delivery time of 5-10 working days or 3-7 working days if you choose express delivery.
When and how do I receive my order confirmation & delivery note?
When we receive your order, we confirm the order and automatically send you an order confirmation to the email address you have provided. Read the order confirmation carefully when you receive it, and check that the order confirmation corresponds to the order.
We will send your delivery note digitally to you at the email address you have entered. This means that you will not receive your delivery note in paper form due to our environmental vision.
My order is delayed?
If the delivery of the products is delayed, we will provide you with information as soon as we know about it, as well as information about, and possibly when, delivery can take place, or if the product(s) are sold out.
Complaints & returns.
Do you offer open purchase?
You have full right of withdrawal for 14 days after you receive the item. In order to be able to return a product, it must be unused and all possible labels still attached, accessories included and original packaging.
Can I cancel my order?
It is not possible to cancel an order after it has been ordered and paid for by the customer. When the order is completed, an order number is automatically generated, which you receive in your order confirmation and at the same time this order number is sent to the supplier to prepare your order as quickly as possible for delivery.
Read more at the Swedish Consumer Agency.
We would like to emphasize that you as a customer have the right to a 14-day right of withdrawal and can return the item within this time frame. Please note that return shipping is SEK 69 to SEK 2999, depending on weight and volume, and this is the customer's responsibility. Therefore, it is of the utmost importance that you carefully review your order before payment to avoid unnecessary return costs and transport.
How do I return my product?
Please note that you yourself are responsible for the return shipping, which costs from SEK 69 to SEK 2999 depending on weight and volume. The return cost will automatically be deducted when refunding your order. Remember that you are responsible for the package reaching us and that we cannot compensate if it gets lost.
1. Register your return via contact us in the form at the bottom of the page with your order number.
2. You receive a confirmation that your return is registered, as well as what the return shipping will cost. In the email you will find an attached return slip/QR code. See instructions below on how to proceed depending on the shipping company.
PostNord
If the return is sent via PostNord, you will receive a QR code sent to you via email and SMS. You should show this QR to the nearest PostNord agent and they will help you further with your return.
DHL
If the return is sent via DHL, you will receive an attached return slip that needs to be printed and then attached to the package. Then hand in the package to the nearest DHL agent.
3. Once we have received and reviewed your return, you will receive your refund to the account you used for your purchase within 1-3 business days. The return cost will automatically be deducted when refunding your order.
How do I advertise my product?
After you have received the products, we recommend that you investigate as soon as possible whether the delivery corresponds to the order confirmation, whether the products have been damaged during transport or whether the products are otherwise faulty or lacking. Always save the carton for possible returns or complaints.
Contact us in the form at the bottom of the page and we will agree together on how to solve the whole thing. It is very important to us that you feel satisfied with your purchased goods. Do not return faulty goods without contacting our customer service first.
How do I get my refund after my return?
After receiving and checking your return, we will send you an email whether we have approved or rejected your refund. If you are approved, the refund will be processed within a certain number of days and the credit limit will be applied automatically. The return cost will automatically be deducted when refunding your order.
Miscellaneous.
Do you have a physical store?
Our business is a purely online store, which means that we do not have a physical store. Despite this, we strive to provide a comprehensive experience for our customers by providing detailed videos for almost all electric scooters and e-bikes, along with high-quality images that carefully illustrate each product.
Are electric scooters waterproof?
We know that choosing your next electric vehicle is an important decision, and there are many factors to consider. An aspect that is often overlooked, but is crucial to your driving experience, is the IP rating. Read more here .
I can't find the spare part I'm looking for?
If there are specific spare parts for your ordered model that are not in our existing range, please contact us using the form at the bottom of the page.
What is a CoC document?
If the vehicle is new but not registered in the country of origin, a so-called CoC (Certificate of Conformity) is required. It is a document in which the manufacturer certifies that the vehicle is covered by EC type approval.
After your purchase of your electric vehicle, you can always contact us in the form at the bottom of the page and request a CoC document.
Övrigt.
Har ni fysisk butik?
Vår verksamhet är en renodlad onlinebutik, vilket innebär att vi inte har någon fysisk butik. Trots detta strävar vi efter att erbjuda en omfattande upplevelse för våra kunder genom att tillhandahålla detaljerade videor för nästan alla elsparkcyklar och elcyklar, tillsammans med högkvalitativa bilder som noggrant illustrerar varje produkt.
Är elsparkcyklar/elcyklar vattentäta?
Vi vet att valet av ditt nästa eldrivna transportmedel är ett viktig beslut, och det finns många faktorer att överväga. En aspekt som ofta förbises, men som är avgörande för din körupplevelse, är IP-klassificeringen. Läs mer här.
Jag hittar inte den reservdel jag söker?
Om det finns specifika reservdelar för din beställda modell som inte finns i vårt befintliga sortiment, ber vi dig vänligen att kontakta oss i formuläret längst ner på sidan.
Det känns som räckvidden är kortare?
Faktorer som vikt, vind, vägunderlag, körläge, temperatur och lutning påverkar hastighet och räckvidd hos elsparkcyklar eller elcyklar. Den rekommenderade maxvikten säkerställer optimal prestanda och hållbarhet. Denna information finns också tydligt angiven på vår hemsida för varje elsparkcykel/elcykel, vilket är liknande vid köp av bilar/elbilar med utlovad räckvidd baserat på olika faktorer.
Hur underhåller jag mitt elfordon?
Genom att ta hand om dina elfordon på rätt sätt kan du inte bara spara pengar på lång sikt, utan också minska risken för oväntade problem och reparationer. Läs mer här.
Contact Us.
If you have any questions, concerns or requests, please feel free to ask us. Always enter your order number and describe your case in detail when returning or making a complaint.