Free next working day delivery

Up to 12 months warranty
30-day free trial
ride now, pay later
Klarna
Laybuy
Clearpay
Up to 12 months warranty
30-day free trial
ride now, pay later
Klarna
Laybuy
Clearpay

FAQ

frequently asked questions

general

who are moose?
Moose is the UK's first certified refurbished e-scooter retailer. All our e- scooters and e-bikes are approved used (just like your used car dealership) and our range covers a selection of different refurbished conditions. You can get riding for crazy low prices that are way below the original RRP’s!

what does refurbished mean?

All of our scooters and bikes are 'Certified Refurbished' which means they aren't technically 'new' although they have all been serviced and passed through our rigorous 97-point checking procedure.

what are your different condition grades for scooter and bikes?

We offer 3 different e-scooter grades:

Mint Condition: Sold in as-new condition, these are often ex-display models meaning they are virtually new!
Mint scooters have between 0-10km of use

Good Condition: Scooters that have had very little use but may have some slight wear and signs of being ridden.
Good scooters have between 10-250km of use

Fair Condition: Scooters that have been ridden and enjoyed but come fully checked, serviced, and ready to ride at bargain prices. Fair condition scooters have had moderate use and a few age-related marks, such as visible scratches on the frame and wear on the tyres.
Fair scooters have 250km+ of use

We offer 3 different e-bike grades:

Excellent Condition: Our excellent bikes are in virtually brand new condition! They have little to no signs of use and have only been out of the box to be tested and serviced. 

Very Good Condition: These bikes have barely been ridden with less than 3 months of use. There may be some slight cosmetic wear visible but they are overall in great condition. Our approved used bikes come fully checked with our 16 point inspection.

Good Condition: E-bikes which have been ridden and enjoyed. These come fully checked, serviced, and ready to ride at bargain prices. 

do they come with warranties?

All our e-scooters and e-bikes come with warranty, which varies depending on the condition on which the product was purchased as. 

A snapshot of our scooter warranties:

Mint Condition 6 month warranty
Good Condition 3 month warranty
Fair Condition 3 month warranty

All our bikes condition grades come with a 6 months mechanical warranty and additional 12 months structural warranty. 

For more information on what warranty includes, please see our warranties.

what is our 30 day trial?

We are the only e-scooter and e-bike retailer that lets you actually test ride and still return the product for a refund! Our 30 day trial allows you to return your e-scooter or e-bike to us within 30 days of the delivery date without giving us any reason. That means you can unbox your product, ride it and see how you get on with it. In the knowledge that you can return it if your product does not suit you.

what is the minimum age to ride a electric scooter?

We do not recommend that someone under 16 rides an adult-sized electric scooter, unless specifically recommended by the brand. However, we do stock some e-scooters that are suitable for children in our Kids Scooters section.

is it possible to travel with an electric scooter?

As most e-scooters have a folding mechanism, they can easily be taken on public and private transport.

However, we always advise checking the policy of the transport company before travelling. Please note that due to restrictions on transporting batteries, most of the products in our range cannot be taken on an aircraft.

is it legal to use an electric scooter in the UK?

At the moment, it’s against the law in the UK to ride an e-scooter on public highways, including pavements.

This is currently under UK Government review with a number of cities trialing the use of rental e-scooters. We’re unable to provide information on when these trials will come to a conclusion or what the results will be.

However, you can stay tuned by keeping an eye on our blog – there we publish the latest essential information related to e-scooter legality in the UK. You can find our blog here: Moose blog 

is it possible to get insurance on an electric scooter?

As privately-owned e-scooters are illegal to ride on public highways in the UK at the moment, it is not possible to get insurance on them for use outside of your home or on private land.

For use at home they can be covered under your standard home insurance policy. If you are unsure if yours is covered, please check with your insurance provider.

is it possible to get insurance on an electric bike?

There are different types of insurance which may cover your e-bike.

You may have house insurance that includes cover for bikes within the home, but this will typically be up to a limited value (usually around £1,000). There are some household policies that will cover for use away from the home, but we would recommend contacting your insurance provider to enquire about what is and is not covered under your policy.

Due to the value of e-bikes, there are also specialist policies available.

how long does it take customer service to respond?

We’re sorry if we haven’t responded to you yet – rest assured, we haven’t forgotten you! We aim to reply to all of our customers as quickly as we can. Usually we’re able to respond within 24 hours, however occasionally it can take a little longer – for example, if we’re experiencing high volumes. If you have sent us an email and not heard back, please check your junk/spam folder as sometimes our responses can end up there.

is it possible to trade in an e-scooter or e-bike?

Moose.co offers a quick, and easy way when it comes to upgrading your e-scooter. We have a dedicated team who are available to guide you through the process of trading in your e-scooter or e-bike.

To trade in a e-scooter please click here

To trade in a e-bike please click here

does the rider have to be under weight the weight limit for e-scooters?

We don’t recommend that you use an e-scooter if you’re close to or over the weight limit. E-scooters are designed to work properly and safely up to a maximum weight – often called a ‘maximum load’. Usage beyond this weight (e.g. a 95kg rider with a 10kg backpack riding an e-scooter rated to carry up to 100kg) can be hazardous and void the warranty, while increasing wear and tear on important components.

ORDERING & DELIVERY

can i amend my order?

We appreciate that sometimes our customers can accidentally add the incorrect item to their bag before checkout. Unfortunately, sometimes we are not able to amend orders due to the speed at which we process them. In these cases, if you no longer require or want the item, you will need to refuse the delivery so that the items are returned back to us free of charge.

If you would like to try and amend your order please send an email to help@moose.co, including your order number and quoting “amend” in the subject line. If this is applicable to you, we will do our best to cancel your existing order and process a new one on your behalf.

home deliveries

E-scooters and E-bikes
Order before 2pm for FREE next working day delivery to England, Wales, Scotland. 

For Scottish Highlands and Islands, delivery will take one extra working day.

Orders placed after 2pm on Thursdays will be shipped on Mondays.

can i upgrade my delivery option?

At the moment, we only offer one standard shipping option.

For e-scooters, e-bikes and accessories this is next working day to deliver from the day of dispatch (for orders placed prior to 2pm).

After 2pm Thursday for 24 hours until 2pm Friday, we offer a Saturday delivery option for an additional fee of £9.99. 

i can't find my tracking details?

Your tracking information is usually emailed to you between 2-9pm on the day of dispatch. If you have not received your tracking details, please check your spam/junk email inbox.

Please note that e-bikes require a pre-delivery inspection before being sent out. This can mean that they may take a couple of days longer before being dispatched.

i placed my order over the weekend, when will i receive my order?

If you place an order over the weekend (any time after 2pm on the Thursday), your order will not be dispatched until Monday.

You should receive your tracking information via email on the Monday. If by Tuesday you haven’t, please message the customer service team help@moose.co

can i change my delivery address?

Due to the speed at which we process orders, it’s not always possible to change the delivery address once an order has been placed. If you ordered within the last hour it may be possible for your order to be cancelled so you can re-order to the correct address, however we cannot guarantee this.

If you would like to amend your address or cancel your order, please email help@moose.co with the word “cancel” or "amend" and your order number in the subject line and one of our customer service agents will look into this for you.

what do i do if my tracking information is incorrect?

Sometimes, our delivery partners recycle tracking numbers. This means that when you enter your tracking number, it can occasionally display a number of other parcels that have no relation to you or your address. This is normal – but we understand it can be confusing!

All of our items are currently dispatched from Glastonbury, so please look for the parcel with tracking information, showing that it has been dispatched from there.

If you are still unsure or do not see tracking information dispatched from Kettering, please do get in contact with us at help@moose.co including your order number in the subject line and we’ll look into this for you.

i'm not going to be in for delivery

If you know that you will not be in when the delivery is scheduled, you can leave a signed note on your door instructing the driver where to go with the package – either to a safe place or to be left with a neighbour. If you do not leave a note, the driver will reattempt delivery the next working day.

Important: Neither Moose nor the delivery partner is responsible for the security of your item once delivered if you choose this option.

i missed my delivery, what happens now?

If you miss your delivery the courier will attempt another the following day. If you miss two redelivery attempts, the items will be returned to our warehouse. If the driver is having issues delivering to your address, it’ll be marked on the tracking information page. If you find that this is the case, we recommend contacting the courier directly, using your tracking number for reference. Your tracking reference can be found through your emails.

Important: Neither Moose nor the delivery partner is responsible for the security of your item once delivered if you choose this option.

my tracking shows my item has been delivered, but i haven't received my order

We’re sorry to hear that you’re having issues with your delivery. Please rest assured, we take cases like this very seriously and we will instruct our logistics team to undertake a full investigation. They’ll contact the couriers for photographic evidence of both the delivery at the address and geo-locking data of when and where they left the parcel. If they conclude that there was foul play, they will inform the police and report an act of theft. Please contact any neighbours before asking us to investigate to make sure that that they do not have your parcel. Then, please let us know if you would like us to proceed with an investigation.

my order was damaged in transit

We are sorry to hear that your product has arrived damaged. Please take some photos of the item that show the damage and email them to help@moose.co, including your order number in the subject line. We’ll make an assessment of the images and be in touch soon.

i have missing items from my order

Due to the size of our parcels, it is easy for small parts to be hidden and appear missing. If you’re struggling to locate the screws for your e-scooter or e-bike, these are often kept in a small bag taped to the product. It’s worth checking the handlebar grips for an attachment, just in case. Chargers are often packaged within a small box or with the manuals, so be careful not to throw these away. If you ordered accessories as well as an e-bike or e-scooter, dependent on their size they may have been shipped separately or may be tucked inside the box with your larger item. If you are still having trouble locating part of your order, please get in touch with us by emailing help@moose.co, including your order number in the subject line.

i've been sent the wrong item

We’re sorry to hear that the wrong item has been delivered. Before contacting us, please double check your order confirmation and the item received to ensure that you ordered a different item to the one received. If this is the case, please email help@moose.co with your order number in the subject line and include pictures of the item received. A member of our team will then be in contact to help resolve the issue.

do i need to keep my e-scooter or e-bike box?

After purchase, it is extremely important that you keep your box in case of needing to send it back for repairs or a refund. If you do not have your box anymore, we will charge £25 for a replacement scooter box and £30 for a replacement bike box for one to be sent to you.

BILLING & PAYMENTS

what payment methods are accepted?

We accept Visa, MasterCard, American Express, Paypal, Google Pay, Apple Pay, Amex Pay and Amazon Pay.

We also offer a selection of finance options:
Klarna
Laybuy
Clearpay

does moose do student discount?

We do not currently offer student discount, however we recommend keeping an eye on the website as we do offer great discounts regularly.

is moose part of the "cycle to work" scheme?

Cycling to work is a great way to stay fit and healthy. At the moment, we not partnered with Cyclescheme, however this is something we are looking into for the future

i have a checkout issue

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, 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 do i pay with Klarna, Laybuy or Clearpay?

Paying with Klarna, Laybuy or Clearpay is easy. All you need to do is follow these steps: 1) Add your product(s) to your basket 2) Proceed to checkout 3) Enter address details 4) Enter shipping method 5) Proceed to payment method 6) Select ‘Pay with Klarna’ 'Pay with Laybuy' or 'Pay with Clarpay' 7) Click ‘complete order’ You’ll then be taken through to your payment of choice portal where you’ll be asked to choose which payment option you wish to go with. Please bear in mind that not all finance options are available on all products.

my application got declined?

We’re sorry to hear you’ve been unable to finalise payment with our finance partners. Unfortunately, as they are all payment providers, we have no further visibility on its process. In order to verify your identity and to make decisions regarding credit, Klarna, Clearpay and Laybuy look at data from a large range of sources, so there could be a few reasons why this wouldn’t process. If you have any queries, we recommend calling the respective customer helplines or visiting their customer service centres, as their experts will be best placed to give you any answers you may need. We’re sorry that we cannot assist further in this case.

my card has been used without my permission

We're sorry to hear that someone has made a purchase with your card without your permission. Firstly, we recommend that you contact your bank to freeze your card to avoid any further potentially fraudulent purchases. Secondly, please email help@moose.co including as much information you can about the purchase, including: Last 4 digits of the card number (please DO NOT send us your full card number) Time of payment Value of payment Transaction IDs We take these matters very seriously and will forward this information onto our fraud team who will endeavour to stop the payment and delivery of the items.

is it possible to get a VAT invoice?

Your original order confirmation should provide you with all the details you need for a VAT invoice. However, if you can’t locate this or need an additional copy, please get in touch with us by emailing help@moose.co from the email address you purchased under, including your order number in the subject line, and we’ll get one sent over to you.

no 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 help@moose.co It’s possible that there’s a typo in your contact email address, in which case we can easily rectify this.

how do i check the status of my order

E-scooters and accessories We aim to deliver all e-scooters and accessories next working days, if ordered on a weekday (except Friday) before 2pm. On the day that your order is dispatched you can expect to receive a tracking link via email between 2-9pm. This link will allow you to track the status of your delivery. If it has been more than three working days since you placed your order and you have not received this tracking link, please check your junk/spam folder as sometimes the emails can end up there. If you still can't find this, please email help@moose.co with your order number in the subject line and our team will get back to you as soon as we can. E-bikes Our e-bikes need to be built, safety checked and packaged by our trained mechanics which is why these typically take around 2 -3 days to be dispatched. Once dispatched, you will receive an email notification and our delivery partners will contact you to arrange a suitable delivery date. We work with a dedicated two-person delivery service to ensure that your e-bike gets to you in perfect condition. This means that delivery times can be a little longer than some traditional couriers, but we hope that you agree your new bike is worth the wait!

returns & refunds

change of mind and want to return item(s)

In order to obtain a full refund, you’ll need to inform us you'd like to return your items within 30 days of receiving them, and they’ll need to be in tip-top condition. Moose defines “as new condition” as unridden (new scooter) or under 5km (refurbished scooter) with all parts, manuals and accessories included in the original box and packaging. Returned items will be checked by one of our technicians to ensure that they meet the criteria set out in our returns policy. Please ensure all items are packed in the original box safely and securely. It is important to ensure that adequate packaging is used, as any damage in transit may mean that we are unable to accept your return. Refunds will be processed within 7 days of us receiving the returned item, using the same method of payment used for the original purchase. Credit and debit card refunds must be made to the card used for the original purchase. Please be aware that direct refunds can take up to 5 days to appear in your bank account depending on who you bank with. We are unable to offer any refund without a valid receipt. This does not affect your statutory rights. Returning an e-scooter To arrange a return, please message hello@moose.co and the customer service team will take you through the necessary steps to generate a returns label. Once all of these details are added and the process is complete, your return is ready to be taken to your nearest post office. Please be aware that there is a £18 charge for postage, which will be deducted from your refund. Please also ensure that all original items are packed in the original box, otherwise an additional cost may be incurred. Returning an e-bike We’ll need to organise a collection and send you a consignment number to be attached to the outside of the box. Collections take place between Monday – Friday, 09:00-18:00. We’re unable to specify a time slot, to enable us to book the collection, please email help@moose.co with your order number in the subject line, please also confirm a weekday that suits you for the collection to take place and we will do our best to arrange this. As soon as we receive your e-scooter/e-bike back to our depot, it will be fully inspected by the Moose team and we will then issue the refund based on our findings and in line with our T&Cs. We will then issue the refund for you.

returning a faulty item

We’re very sorry to hear you have received a faulty item. Returning a faulty e-scooter Have you still got the original box? If so, you cam message our customer service team help@moose.co They will take you through the necessary steps to generate a returns label. Once all of these details are added and the process is complete please drop your scooter off at your nearest post office at a time convenient to yourself. Should you need any help at all, please don't hesitate to let us know and we'll be happy to give you a hand. Please rest assured, if the e-scooter is found to be faulty, the £18 postage fee will be waived. Returning a faulty e-bike We’ll need to organise a collection and send you a consignment number to be attached to the outside of the box. Collections take place between Monday – Friday, 09:00-18:00. We’re unable to specify a time slot. To enable us to book the collection, please email help@moose.co with your order number in the subject line. Please also confirm a weekday that suits you for the collection to take place and we will do our best to arrange this. As soon as we receive your product back to our depot, our technicians will fully assess the e-scooter or e-bike and resolve this for you. Please note, this can take up to 7 working days. Please make sure you include all original accessories such as the charger and manuals, as without these it can cause further delays and we may be unable to process your return.

how do i return my accessories

Should you need to return accessories to us, you can do so by messaging our customer service team help@moose.co They will take you through the necessary steps to generate a returns label. Once all of these details are added and the process is complete, your return is ready to be taken to your nearest Post Office. Please note, for change of mind returns, there will be a £5 postage charge, which will be deducted from your refund. Further to this, the products will need to be returned in a brand new condition, complete with original tags and stickers still intact, in order to obtain the full refund. We also kindly ask that you do not write or stick any labels on the original packaging. Instead, include your order number on a separate piece of paper inside the box so we know who the order belongs to. Once we receive the items, our teams will fully assess them and take the next steps to process a refund for you.

i'm waiting for an update on my return

If you have returned an item to us please allow up to 7 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 7 working days as this may slow down our returns department. If you have not received an update on your return after 7 working days, please don’t hesitate to let us know and we will look in to this for you. Please email help@moose.co with your order number in the subject line.

can i cancel my order?

If you would like to cancel your order please send an email to help@moose.co including your order number and quoting “cancel” in the subject line. Sometimes we are not able to cancel orders due to the speed at which we process them. In these cases, you will need to refuse the delivery so that the items are returned back to us free of charge. We can cancel order up until 1pm on weekdays (mon - thurs) and upto 1pm on mondays for orders placed over the weekend

how long will my refund take to process?

Once confirmation of the acceptance of the refund has been received, it takes up to 10 days to process the refund. Once it’s been processed, it can take up to a further 5 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.

i haven't received my refund?

Refunds can take up to 14 days to be processed once your return have been received by our workshop, if you returned your item to store, the refund can be processed on the same day. Once it’s been processed, it can take up to a further 5 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. If the money does not appear in your account within 5 working days, please contact your bank to confirm if they have record of the transaction, they should then be able to confirm when you can expect the money to appear. If your bank is unable to provide you with this detail, or you are still concerned about your refund, please email help@moose.co and one of our customer service team members will be in touch.

i received an email about my order being cancelled?

We're sorry for any inconvenience caused if we have cancelled your order. All Moose orders are subject to security checks; we use anti-fraud software that voids orders considered ‘high risk’, based on a number of factors. Your details entered at checkout are analysed, so please ensure these were all entered correctly. It may help to have your order delivered to the billing address (or the address that the card is registered to) and we recommend that you use an email address that you regularly use for online purchases (if you haven’t already). Alternatively, you can try another secure payment method such as PayPal.

product support

do the e-scooters or e-bikes need assembly?

In most cases there is a small amount of assembly required for both e-scooters and e-bikes. An e-bike may need its handlebars straightening, pedals fitting, and seat post setting to the right height. We provide handy simple instructions inside the box. E-scooters usually need less setup time, normally needing just the handlebars or stem of the e-scooter to be attached. The tools and bolts needed come packaged with the e-scooter.

do the e-scooters or e-bikes need assembly?

In most cases there is a small amount of assembly required for both e-scooters and e-bikes. An e-bike may need its handlebars straightening, pedals fitting, and seat post setting to the right height. We provide handy simple instructions inside the box. E-scooters usually need less setup time, normally needing just the handlebars or stem of the e-scooter to be attached. The tools and bolts needed come packaged with the e-scooter.

how often do e-scooters need to be serviced?

How often you need to service your e-scooter will depend on how often you use it. If you are using your e-scooter every day we recommend checking it over once a week. Ensure that the tyre pressures are correct, there are no signs of excess wear and tear on key components and that all screws and bolts are securely fastened according to any instructions.

can i leave my e-scooter or e-bike on charge 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 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 removeable, but this will be called out on the product page on our site, and they are designed to be charged in-situ. On most e-scooters, the battery is not removeable. Please consult the manual of your e-scooter model to see if the battery can be removed.

how long does my battery last?

For everyday battery life: This strongly depends on the capacity of the battery, as well as other factors such as the quality of the cells, the way they are used and maintained, and the conditions that they’re used in. Manufacturer claims are usually made assuming favourable or lab conditions, so it’s worth taking these with a pinch of salt. For the life of the battery before it needs replacing: Most batteries in e-scooters and e-bikes are lithium ion-based. This is the same basic technology as used in contemporary phones and laptops. They have a long lifespan and do not suffer from ‘battery memory’. As a guide, most lithium ion batteries will last for 1,000 charge cycles before you see a noticeable drop off in performance. This will change based on the manufacturer and quality of the cells in the battery, how you are using it and whether you are using good practices to extend the battery health.

how do i kickstart my e-scooter?

In order to kick start your e-scooter, you’ll need to get some momentum first by pushing off the ground with your foot. Once rolling forwards, press the accelerator gently and the motor should start working to power you forwards.

my e-scooter isn't performing as it should?

We’re sorry to hear that you are having issues with your e-scooter. Many e-scooters have an ‘eco’ mode that will significantly reduce the performance of the e-scooter, but save battery life in the process. Please check to see if your e-scooter is in this mode. If so, consult the user manual for details on how to change it to a more powerful setting. If your e-scooter has air-filled tyres, please ensure that all tyres are inflated to the correct pressures. The pressures can often be found on the sidewall of the tyre or in the user manual. For reference, Xiaomi e-scooters require a pressure of 50 PSI and Pure e-scooters require 36 PSI. If your e-scooter is continually going slow, there could be a fault, or the e-scooter may simply not be the right one for you. If this is the case, please contact our customer service team.

my electric scooter battery drops?

If you’re experiencing a battery drop with majority of our scooters, please note that our technical team have found that the battery icon on the display unit will demonstrate how hard the battery is working, rather than how much battery power is left. For example, if the e-scooter is running for prolonged periods, at high speed, up hills or at colder temperatures, you’re likely to see the battery cells drop. Once the battery has been rested, the cells should start to increase again. Please rest assured, as long as the e-scooter has been charged to full capacity (where the light indicator on your charging unit has gone green) your e-scooter will continue to power to its full range. If your e-scooter is underperforming, the most common reason will be due to having underinflated tyres. If the tyres are low and aren’t fully inflated, this causes the e-scooter to work much harder, which will inevitably cause your battery to drain faster. The required pressure can often be found on the sidewall of the tyre or in the user manual. For reference, Xiaomi e-scooters require a pressure of 50 PSI and Pure e-scooters require 36 PSI. Being in an ‘eco’ mode will also have an impact on the e-scooter’s performance. To switch through the modes, simply double tap the power button. You should then notice a difference. Further to this, we also advise charging your e-scooter to full capacity before any journey. This will be shown when the indicator on your charging unit turns green. It is also worth noting that the temperature will affect battery performance, so in colder conditions over winter, you may find that the range is lower than usual. This is down to the chemical makeup of the batteries and performance should return to normal once the temperature rises once again.

I have a flat tyre

Punctures can occur due to a number of factors, such as the surface of the road, sharp objects, use with incorrect/low tyre pressures, excess tyre wear and excess e-scooter load. One of the best things you can do to avoid punctures is ensure the tyre pressures are regularly checked and maintained at the manufacturers recommended level. You can usually find the required pressures stamped on the sidewall of the tyres. Keeping them topped up will make it harder for sharp objects to enter the tyre, prevent pinch flats and allow puncture prevention fluid (if you have it installed) to work at its best. For Pure scooters this is 36 PSI. Punctures and flat tyres (even e-scooters filled with puncture prevention fluid) are not covered by returns or warranty as they are considered ‘consumable’ parts which can be prone to wear and tear over time.

my charger isn't working

In order to confirm if your charger is working, please plug it in to both the wall and the e-scooter / e-bike. If the product is not fully charged there should be a red light on the charger or battery that turns green once charging is complete.