1. Shipping areas and costs
We can currently deliver to the following countries or regions: Germany, Austria, Luxembourg, Belgium, Italy, Portugal, France Spain, Netherlands.
*Customer is responsible for customs fees incurred during customs clearance
*We currently do not offer shipping to island locations.
2. About shipping
| E-Bike | Accessories |
Country/Region
|
|
free of charge
|
€10 |
Germany, Austria, Luxembourg, Italy, France, Niederepriand
|
| €39.99 | €39.99 |
Belgium
|
| €50 | €50 |
Portugal, Spain
|
The above prices include VAT
3. The delivery times
We strive to ship your order as quickly as possible.
Mokwheel operates several warehouse locations within the European Union, including Germany and the Czech Republic. orderer
will be shipped from the most suitable EU warehouse depending on stock, product availability and supplier efficiency.
After your order has been shipped, you will receive a shipping confirmation via email.
Typically the delivery time is 2-12 Working days. Public holidays, large orders, product launches or restocks may extend shipping times. In such cases, the estimated shipping date will be indicated on the product page.
The actual shipping location does not affect product quality, warranty conditions or customer service.
Note on DHL Freight shipping
Some e-bike orders are delivered via DHL Freight.
During transit, the shipment status may not update for several days or may display "Delivery date booked/confirmed" for an extended period of time.
This is part of the normal transport process and does not mean that your shipment has been lost.
Delivery usually takes place within 12 to 15 calendar days (including weekends and public holidays).
If you have any questions about shipping or shipment status during this time, please contact our customer service at any time support@mokwheel.de. We will be happy to help you.
Below are the estimated delivery times:
|
Country/region
|
Delivery time
|
|
Germany
|
2-12 Days |
|
Austria
|
5-14 Days |
|
Luxembourg
|
5-14 Days |
|
Belgium
|
5-14 Days |
|
Italy
|
5-14 Days |
|
Portugal
|
5-14 Days |
|
France
|
5-14 Days |
|
Spain
|
5-14 Days |
|
Netherlands
|
5-14 Days |
Orders are shipped from our EU warehouses in Germany or the Czech Republic. Actual delivery time may vary depending on inventory, shipping service provider and delivery address.
4. Shipping Changes and Cancellations
Before shipping (same day):
You can cancel your order by support@mokwheel.de during business hours (8:00 a.m. - 5:00 p.m. Germany, Berlin time) on the same day you placed the order. Cancellations are not confirmed until you have received a valid confirmation email from our customer service team. A processing fee of 5% will be deducted (This fee is not charged by us.).
Change of address: If the order is placed on the same day and you contact us during business hours (8:00 a.m. - 5:00 p.m. Germany, Berlin time), this is free of charge.
Change of model: If the order is placed on the same day and you contact us during business hours (8:00 - 17:00 Germany, Berlin time), it is free of charge.
Please note*: Shipments are scheduled for processing and dispatch the next business day after your purchase and cannot be changed then.
After Shipping (Second Business Day):
Order Cancellation: Any order that has already been shipped will be subject to a processing fee of 5 % as well as an initial shipping fee of €150 and a recall shipping fee of €150 upon cancellation.
Model Change: An initial shipping fee of €150 and a recall shipping fee of €150 Will be required.
Change address:
You can refuse to accept the package and pay a fee of €150 to change your address.
Rejected shipment:
If a shipment of goods is refused and returned to us via the third-party shipping service, we reserve the right to charge a shipping fee of €150 per e-bike for re-shipping. If you do not wish to be re-shipped, we will treat this as a refund request. You will then be required to pay a shipping fee of €150, a return shipping fee of €150 and a 5% handling fee.
Our electric bikes are carefully packaged and protected for easy transportation. If you buy an electric bike and other accessories at the same time, we try to ship your order in one box, but sometimes we need to ship in separate boxes. Please don't worry if you don't receive your electric bike and accessories at the same time.
*Longer delivery times may occur under certain circumstances, e.g. B. for large orders, the introduction of new products or for items that are currently back in stock. If this occurs, we will indicate this on the product page and send an email reminder.
