Frequently Asked Questions (FAQ)

Welcome to our FAQ page. Here you will find answers to the most frequently asked questions about our company, our products, orders, shipping, warranty and more.

Shipping & Delivery

Here you will find frequently asked questions about shipping, returns and exchanges.

Question 1: Are there any customs duties or additional taxes?

Answer: No. All prices on the website include VAT. Since shipping is from Germany (EU) , no additional customs duties or import taxes apply.

Question 2: From which warehouse is the shipment made?

Answer: Our products are shipped directly from our warehouse in Germany – for fast delivery within the EU.

Question 3: Which countries do you deliver to – and how long does delivery take?

Answer: We primarily deliver to EU countries.

  • Zone 1 (e.g. DE, AT, FR, NL, BE, IT, PL and others): 2-8 working days
  • Zone 2 (ES, PT, FI, IE, HR): 3–8 working days
  • You can find the current list on our “ Shipping & Delivery ” page.
Question 4: How much are the shipping costs?

Answer: We offer free shipping for all e-bikes and accessories to the listed EU countries.

Question 5: How is the delivery time calculated?

Answer:

Processing time and transport time:

  • Processing time: 1–2 working days (Mon–Fri)
  • Delivery time: 2–6 working days (depending on destination)
  • Total: usually 2–8 working days after receipt of order.

Working days = Monday to Friday, excluding public holidays.

Question 6: What happens if the tracking information is not updated for an extended period or the package is lost?

Answer: If the tracking information hasn't updated for more than 3 days , we ask for your patience. If the package hasn't arrived 3 weeks after shipment , it will be considered lost. In this case, we offer a free replacement or a full refund .

Question 7: Which regions are excluded from shipping?

Answer: Due to logistical restrictions (dangerous goods & bulky goods), we are unable to deliver to some areas – including certain islands/special territories as well as Malta and Cyprus and overseas territories (e.g. Canary Islands, Ceuta, Melilla, French overseas territories).

Question 8: Do you deliver to parcel lockers or post office boxes?

Answer: No, we do not deliver to parcel lockers or post office boxes. Please use a complete delivery address where someone can receive the package.

Question 9: Which regions are excluded from shipping (islands/postal codes)?

Answer: Due to logistical restrictions, some islands/special territories and certain postal codes may be excluded from shipping (e.g., individual island regions in Germany and Denmark).

Details (including postcode lists) can be found here:

Question 10: Do you deliver to parcel lockers or post office boxes?

Answer: No, we do not deliver to parcel lockers or post office boxes . Please provide a complete delivery address where acceptance is possible.

Order

Here you will find frequently asked questions about orders.

Question 1: How long will it take to process my order?

Answer: Orders are usually processed within 1–2 business days (Mon–Fri) (excluding public holidays). You will receive a shipping confirmation as soon as the package leaves our warehouse.

Question 2: Can I change or cancel my order afterwards?

Answer: Changes or cancellations are only possible as long as the order has not yet been shipped . Please contact us as soon as possible so we can check if an adjustment is still possible.

Question 3: Can I change my delivery address after placing my order?

Answer: Yes – but only before shipping . Once the package has been handed over to the logistics partner, an address change is no longer possible. Please contact us immediately.

Question 4: I haven't received an order confirmation – what can I do?

Answer: Please check your spam/junk folder first. If you can't find the email, contact us with your name and the email address you used at checkout – we'll help you right away.

Question 5: When will I receive the tracking number?

Answer: The tracking number will be sent by email as soon as the goods leave our warehouse . Please note: It can take up to 24 hours (1 business day) for the shipping provider to update the tracking information.

Question 6: What should I do if my package arrives damaged?

Answer: Please document the damage immediately (photos/video, packaging including label). If possible, refuse delivery or have the delivery person note the damage. Then contact us within 3 days.

S10 – Product Questions

Here you will find frequently asked questions about our products.

More product details:

Question 1: Is the S10 compliant for use as a pedelec (25 km/h) in Germany?

Answer: Yes. The S10 is designed as a pedelec and provides assistance up to 25 km/h – ideal for city traffic.

Question 2: Does the S10 have a "purely electric" mode (without pedaling)?

Answer: The S10 uses pedal assist (PAS 1–3) for everyday use in accordance with EU regulations. Additionally, there is a walk assist function for accompanying/pushing the rider (e.g., on ramps, pedestrian bridges).

Question 3: What is the engine power of the S10 – and how well does it climb hills?

Answer: It has a 250W motor; inclines of up to 15° are easily manageable in everyday use (depending on weight and support level).

Question 4: What is the battery capacity (Wh) – and is it removable?

Answer: Battery: 48V / 10.4Ah (499.2 Wh) . The battery is removable and secured with a lock.

Question 5: What is the real-world range in everyday use?

Answer: Up to 100 km – depending on the support level, weight, gradients, wind, temperature, tire pressure and riding style.

Question 6: What type of brakes are installed?

Answer: Mechanical disc brakes front and rear for controlled braking in everyday city driving.

Question 7: How is the lighting designed (front/rear lights)?

Answer: LED headlights + rear light with reflector – for better visibility at dusk and night.

Question 8: What support levels and display options does the S10 have?

Answer: LCD display (speed, distance, battery level, etc.) and PAS 1–3 (3 support levels).

Question 9: How much am I allowed to load (driver + luggage)?

Answer: Max. load capacity: 120 kg (including driver + luggage).

Question 10: What tire size does the S10 have?

Answer: 26 inch (ETRTO: 50-559) – comfortable for city and longer tours.

Question 11: Can the S10 really handle steep inclines in the city (up to 15°)?

Yes. The S10 is designed for urban inclines of up to approximately 15° – ideal for bridges, ramps, and hilly everyday routes. Performance can vary depending on the assistance level, rider weight, tire pressure, and terrain. For particularly steep or longer climbs, we recommend a higher assistance level and consistent pedaling.

Question 12: What does "15° incline angle" mean in practice – and is the S10 legal in Germany?

The value of 15° describes the gradient that the bike can easily handle under normal conditions. The S10 is designed as a pedelec : assistance is provided while pedaling and is (depending on the model) calibrated up to 25 km/h – suitable for everyday use in city traffic. For very steep sections or when maneuvering, the walk assist function can also be used.

C10 – Product Questions

Here you will find frequently asked questions about our products.

More product details:

Question 1: Is the C10 compliant for use as a pedelec (25 km/h) in Germany?

Answer: Yes. The C10 is designed as a pedelec and provides assistance up to 25 km/h .

Question 2: Does the C10 have a "purely electric" mode (without pedaling)?

Answer: The C10 offers pedal assist (3 levels) for legal everyday use. If available, a walk assist/push assist function will be indicated separately (no "throttle" feature is promised).

Question 3: How powerful is the engine – and how much torque does the C10 have?

Answer: 250W motor, max. torque 37 Nm ; inclines up to 15° are possible (depending on conditions).

Question 4: What is the battery capacity (Wh) and is it removable/lockable?

Answer: 36V / 9.6Ah (345.6 Wh) , removable & lockable .

Question 5: How long does it take to charge?

Answer: Typically 4-5 hours (depending on charge level/environment).

Question 6: What is the range – without the “purely electric” misconception?

Answer: Up to 100 km (depending on support level and conditions) . Factors: weight, inclines, headwind, temperature, tire pressure, riding style.

Question 7: How compact is the C10 when folded – and is it suitable for public transport?

Answer: Folded dimensions 815 × 400 × 690 mm . "Suitable for bus and train" – transport depends on the local transport network.

Question 8: How heavy is the C10 (for stairs/trunk)?

Answer: Net weight 18.6 kg ; Shipping weight 25.8 kg (including packaging, accessories, and free gifts).

Question 9: What brakes and weather protection are installed?

Answer: Hydraulic disc brakes (front/rear) and IP54 splash water protection.

Question 10: What height is the C10 suitable for – and what is its maximum load capacity?

Answer: Recommended height 150–190 cm ; max. load capacity 100 kg (incl. driver + luggage).

Question 11: Can the C10, as a folding bike, also handle inclines up to 15°?

Yes. Despite its folding design, the C10 provides assistance on inclines of up to approximately 15° – ideal for city bridges, underpasses, and commutes. The degree of assistance depends on factors such as load, tire pressure, road surface, and assistance level. For optimal performance, we recommend actively pedaling.

Question 12: Is the C10 suitable for everyday use on long ramps or at train/subway entrances?

Absolutely. The C10 really shines in everyday use: it's easy to transport after folding, and the walk assist feature helps with pushing on ramps or steep inclines. This allows you to navigate even difficult terrain with ease – without having to lift the bike.