Collect your parcel within the carrier's deadline. If it isn't collected and is returned to us, a cost may apply to cover handling and return shipping, depending on weight and volume. Here's how to avoid it.

It&apos;s important to collect your parcel within the specified time to avoid extra costs. Here&apos;s what applies if your parcel isn&apos;t collected:<h4 id="uncollected-parcels">Uncollected parcels</h4>Cost:&#xA0;If the parcel is not collected, you will be charged the actual return and handling costs according to the carrier&apos;s invoice (normally &#x20AC;29&#x2013;499 depending on weight and volume).<h4 id="how-do-i-avoid-it">How do I avoid it?</h4>Collect on time:&#xA0;Make sure to collect your parcel from the pick-up point within the deadline specified by the carrier.Reminders from the carrier: You usually receive a reminder from the carrier when your parcel is available for collection. Keep an eye out for these notifications via SMS, email or app.<h4 id="what-if-i-miss-collecting-the-parcel">What if I miss collecting the parcel?</h4>Contact us:&#xA0;If for any reason you can&apos;t collect your parcel in time, contact our customer service as soon as possible. In some cases we can help you find a solution before the parcel is sent back.<h4 id="more-information">More information</h4>For further details, see our shipping policy <a href="https://www.wheelyshop.com/pages/shipping-policy-eu" rel="noopener noreferrer" target="_blank">here</a>.

What happens if I don't collect my parcel?

Orders over €69.90 ship free throughout the EU. For orders under €69.90, a shipping fee applies and is calculated and shown at checkout before you pay.

Understanding shipping costs is important when you shop with us. Here&apos;s all the information you need to know what shipping will cost:<h4 id="free-shipping">Free shipping</h4>For orders over &#x20AC;69.90:&#xA0;If your order exceeds &#x20AC;69.90, we offer free shipping throughout the European Union. This means you don&apos;t have to pay any extra shipping cost if your order meets this amount.<h4 id="shipping-cost-for-orders-under-6990">Shipping cost for orders under &#x20AC;69.90</h4>Standard shipping:&#xA0;For orders under &#x20AC;69.90, a shipping fee applies. The exact amount is calculated and shown at checkout before you complete your purchase.<h4 id="why-this-policy">Why this policy?</h4>Transparency and fairness:&#xA0;We strive to keep shipping costs as low and fair as possible. By offering free shipping on larger purchases, we hope to add value for customers who make bigger orders.If you have further questions about shipping costs or your order, you&apos;re welcome to contact our customer service. We&apos;re here to help with any of your concerns.

How much does shipping cost?

Delivery times depend on the product: 5–10 business days for accessories, spare parts, e-scooters and e-bikes, and up to 20 business days for special orders. Here's a full breakdown.

We understand that delivery time is an important factor when you shop online. Here are the details of the different delivery times for our products:<h4 id="accessories-and-spare-parts">Accessories and spare parts</h4>Delivery time:&#xA0;For accessories and spare parts for our products, the delivery time is normally between&#xA0;5-10 business days. We aim to get your order to you as quickly as possible.<h4 id="e-scooters-and-e-bikes">E-scooters and e-bikes</h4>Delivery time:&#xA0;For e-scooters and e-bikes, you can expect a delivery time of between 5-10 business days. We work closely with our suppliers and transport partners to ensure efficient delivery.<h4 id="special-orders">Special orders</h4>Longer delivery time:&#xA0;For special orders made via email, such as custom spare parts, the delivery time is up to 20 business days. This longer delivery time is due to the time it takes to specially customise or order these parts.<h4 id="why-do-delivery-times-differ">Why do delivery times differ?</h4>Product type and availability:&#xA0;Delivery time varies depending on the type of product and its availability. Special orders take longer due to their unique nature and specific handling requirements.

What are your delivery times?

Track your order from warehouse to your door. You'll get a tracking number by email when it ships; use our tracking page with your tracking or order number. Here's the full how-to.

Being able to follow your order from the moment it leaves our warehouse until it arrives at your door or a pick-up point is important for a safe and informed shopping experience. Here&apos;s how you can easily track your order:<h4 id="how-to-get-your-tracking-number">How to get your tracking number</h4>Tracking number by email:&#xA0;When your order has been shipped from our warehouse, you receive an email containing your tracking number as well as direct links to the tracking page.<h4 id="track-your-order-online">Track your order online</h4>Visit our tracking page:&#xA0;To track your order, click <a href="https://www.wheelyshop.com/apps/track123" rel="noopener noreferrer" target="_blank">here</a> or navigate to the tracking page available via our website.Enter your tracking number or order number: You can use either your tracking number or order number to get updates on your order&apos;s status.Enter your email address or phone number: Add the email address or phone number you provided when ordering to verify your identity and access the tracking information.<h4 id="what-do-i-do-if-i-cant-track-my-order">What do I do if I can&apos;t track my order?</h4>Contact customer service:&#xA0;If you have trouble tracking your order or if the information doesn&apos;t seem to update, don&apos;t hesitate to contact our customer service for assistance. We&apos;re here to help you get a smooth and hassle-free delivery of your order.<h4 id="additional-tips">Additional tips</h4>Patience is key:&#xA0;Sometimes it can take a little time for the tracking information to update in the system. We recommend waiting a couple of hours and then trying again if you don&apos;t see any immediate update.

How can I track my order?

Waiting longer than expected? If your order is delayed we'll email you a new estimated delivery time. Check your inbox and spam, and contact us via the form on our website if you need help.

We understand it can be frustrating to wait longer than expected for your order. Here&apos;s what you can expect and how to get help if your delivery is delayed:<h4 id="what-happens-in-the-event-of-delays">What happens in the event of delays?</h4>Information about the delay:&#xA0;If we become aware that your order will be delayed, we will inform you as soon as possible. You&apos;ll receive an update with a new estimated delivery time by email.<h4 id="what-do-i-do-if-i-havent-received-any-update">What do I do if I haven&apos;t received any update?</h4>Check your email:&#xA0;Make sure you&apos;ve checked your inbox and spam folder for messages from us.Contact us: If you haven&apos;t received any new information or if you have questions about your delayed order, please contact us via the contact form at the bottom of our website.<h4 id="how-we-help-you">How we help you</h4>Fast handling:&#xA0;Our team will investigate your order and give you the latest information on delivery status.Solutions: If the delays are significant, we can discuss possible options to resolve the situation, such as a new delivery or a refund.<h4 id="patience-and-understanding">Patience and understanding</h4>We work hard to minimise delivery delays and appreciate your patience. Delays can sometimes occur due to factors beyond our control, such as transport issues or high workload at our suppliers.

My order is delayed – what should I do?

Yes — home delivery is always free for e-scooters and e-bikes, delivered straight to your door. The carrier contacts you to book a time. You can also switch to a pick-up point via the carrier.

Yes, we always offer home delivery for larger products such as e-scooters and e-bikes. Here&apos;s everything you need to know about how home delivery works:<h4 id="home-delivery--straight-to-your-door">Home delivery &#x2013; straight to your door</h4>Free delivery: Home delivery is completely free for e-scooters and e-bikes.Smooth and convenient delivery: Your parcel is delivered directly to your door, with no extra costs or hassle.<h4 id="important-to-keep-in-mind">Important to keep in mind</h4>Availability: It&apos;s the customer&apos;s responsibility to be available at the specified address during the delivery time. The carrier will contact you in advance to book a delivery time.Book a time: Make sure to respond to messages from the carrier to ensure the delivery goes smoothly.<h4 id="if-you-prefer-to-collect-your-parcel-at-a-pick-up-point">If you prefer to collect your parcel at a pick-up point</h4>Change delivery option:&#xA0;If you&apos;d instead like to collect your parcel at a pick-up point, you can contact the relevant carrier directly to make this change. Please note that this may affect the delivery time.<h4 id="further-questions-or-need-help">Further questions or need help?</h4>If you have questions about home delivery or need help contacting the carrier, don&apos;t hesitate to contact our customer service. We&apos;re happy to help you have a smooth delivery experience.

Do you offer home delivery for e-scooters and e-bikes?

No, you can't choose the carrier yourself. We work with several established carriers across the EU, and the carrier is selected automatically based on your order's weight, size and delivery address.

No, unfortunately it&apos;s not possible to choose the carrier for your delivery yourself. Here&apos;s more information on how we handle carriers for your orders:<h4 id="automatic-carrier-selection">Automatic carrier selection</h4>Established carriers:&#xA0;We work with several established carriers to deliver your orders across the EU.How the choice is made:&#xA0;The carrier is selected automatically based on factors such as:<ul><li>The weight of your order</li><li>The size of the parcel</li><li>Your delivery address</li></ul><h4 id="why-cant-i-choose-myself">Why can&apos;t I choose myself?</h4>Efficiency:&#xA0;By automatically choosing the most suitable carrier, we can ensure the fastest and most cost-effective delivery.Optimisation: The choice of carrier is made to optimise delivery times and ensure your parcel reaches you in perfect condition.

Can I choose which carrier delivers my order?

Yes, you can change your delivery address as long as your order hasn't shipped. Contact us quickly via the form on our website with your order number and the new address, and we'll confirm.

Yes, it&apos;s possible to change the delivery address for your order under certain conditions. Here&apos;s how to go about it:<h4 id="when-can-the-delivery-address-be-changed">When can the delivery address be changed?</h4>Before the shipment is sent:&#xA0;You can change the delivery address as long as your shipment has not yet been sent from our warehouse.<h4 id="how-do-i-change-the-delivery-address">How do I change the delivery address?</h4><ol><li>Contact us as soon as possible: Use the contact form at the bottom of our website to inform us of the change.</li><li>Provide the relevant information:&#xA0;Make sure to include the following information in your message:<ul><li>Your order number</li><li>Your current delivery address</li><li>The new delivery address</li></ul></li><li>Wait for confirmation: Our customer service team will confirm whether the change is possible and update your order accordingly.</li></ol><h4 id="important-to-keep-in-mind">Important to keep in mind</h4>Quick action required:&#xA0;To avoid delays or problems with your delivery, it&apos;s important to contact us as soon as possible after you discover the need to change the address.

Can I change my delivery address after placing my order?

Wheelyshop.com

Here you'll find all the information about delivery – from shipping costs and delivery times to how you track your order. Read about what to do if your order is delayed, how to change your delivery address, and home delivery for e-scooters & e-bikes.