Shipping Policy 2024

At iSinwheel, we value every customer and prioritize customer satisfaction. We are doing our utmost to expedite the process and ensure your package arrives as quickly as possible. Thank you very much for your patience and understanding.

Delivery Range and Shipping Address

  1. We deliver to the entire United Kingdom (customers outside the UK should consult customer service for purchasing).
  2. isinwheel products are shipped from our UK warehouse except for partial accessories.
  3. Accessories ordered with e-scooters may come in separate deliveries since they come from different EU or UK warehouses, including helmets, seats, or something else.
  4. Sincerely sorry we only can send the tracking number of a main package in our email system, so please contact us about other tracking information for the packages we arranged separately.

Free Shipping for All Orders

We offer free shipping services to all customers.
Customers will not bear shipping costs or VAT.
(Except for special overweight products or remote areas）

Delivery Time

Regarding shipping and delivery, please refer to the following:

Product

Shipping Method

Processing Time

Shipping Time

Total Estimated Delivery Time

Electric scooters/bikes

 DHL/FedEx /DPD/XCL

24 Working Hours

1-2 Business Days

2-3 Business Days

Accessories

 Hermes/ DPD /4PX/YunExpress

1-3 Business Days

2-7 Business Days

3-10 Business Days

 

XCL Transportation Company can provide delivery within 1 business day to certain regions (within specified postal code areas).

Order Cancellation

If we cannot complete and ship within 7 working days, customers can apply to cancel the order.

If your item has not been shipped, you can also cancel the order, a 5% logistics cancellation fee will be charged.

After the item is shipped, your order cannot be canceled. If the customer refuses to accept the package upon delivery, a 10% logistics interception and return-to-warehouse fee will be charged.

Order Tracking

Once you’ve placed an order, you will receive an Order Acknowledgement email to confirm your order details.

During our working time, we will arrange the shipment for you within 24 working hours after you order.

Once we arrange the shipment, you will receive a Shipment Confirmation email including your order number, the carrier's information, the date and time the order was placed, the status of the order, and package tracking numbers for items that have shipped.

For the exact locations of your shipment, please track your items on the carrier's official website.

FedEx: https://www.fedex.com

DHL: https://track.dhlparcel.co.uk/

DPD: https://www.dpd.co.uk/

XCL: https://www.xlcourier.com/

Hermes: https://www.evri.com/track-a-parcel

Universal website:https://www.17track.net/en

https://www.seur.com/en/

Shipping Insurance

  1. Customers can choose to purchase shipping insurance at checkout. For orders with shipping insurance, we are responsible for all the packages lost in transit, we will resend or refund in full. For damaged and delivered packages, we will resend accessories to fix or handle a partial refund to compensate based on the detailed situation.
    (Please note that we are not responsible for lost packages marked as delivered in the logistics tracking)
  2. For orders without shipping insurance, we are not responsible for any items lost, stolen, or damaged due to the actions or omissions of the shipping service. External packaging damage does not equal product damage. Due to the uncertainty and unpredictability of delivery, we cannot guarantee the integrity of the external packaging. We recommend customers file a claim with the carrier immediately if they find external packaging damage. Our customer service support team will assist in resolving product issues.

Parcel Signature

If you are away from the delivery address and a neighbor cannot sign for your delivery, our chosen courier will contact you or leave a card with details of how to arrange a redelivery, or collection from the local depot.

The item will be returned to isinwheel if the courier unsuccessfully attempts to deliver the order to you on three occasions.

All orders are sent via a courier of our choice, and we may change the couriers we use without notice, although the level of service will always be equivalent.

All package deliveries must be signed for by yourself, a household member, or a neighbor.

About taxes

In rare cases, orders may be subject to customs charges by your government, not our site, you will be responsible to prepay these fees in advance, and then providing customs invoices to our customer service at support@isinwheel.co.uk to apply for reimbursement of customs clearance fees paid. We apologize for any inconvenience, but we have no control over the customs authorities of your country or any other. Contact your local customs office for more information about import duties, duties, and taxes.

Kindly Notes

  1. Shipping times will be affected during public holidays, as manufacturers and couriers will limit their operations at these times. Unfortunately, this is outside of our control. Normal service resumes immediately after each holiday.If you have any problems with the delay, please kindly contact us for help.
  2. Maybe the tracking status doesn't update on the courier's website on weekends. So please track it again later on working days.
  3. We cannot be held responsible if a customer inputs any incorrect address details on their order, which causes the item to be delivered incorrectly. The customer assumes full responsibility for all delivery details supplied at the point of order.
  4. If you think that you have entered incorrect delivery details after placing an order, please contact our customer service team as quickly as possible with your order number so that we can help rectify the issue.
  5. We are not responsible for any lost, stolen, or damaged items due to the actions or inactions of the carrier or any other parcel service.(Under the situation of the package marked as delivered in the logistics tracking)
  6. If any items in the received package are damaged, please provide relevant photos or videos within 48 hours. If only the outer packaging is damaged but the product itself is intact, or if there are minor scratches on the product that do not affect its use, we suggest offering some compensation or replacement parts for repair.
  7. Shipping area: the United Kingdom only (Northern Ireland is the remote area in our shipping system, we will arrange it by Hermes or DHL and the delivery time will be longer 1-3 days normally)
  8. Please verify you have the correct order, please contact customer service at support@isinwheel.co.uk.