FAQs & Support

WHEN WILL MY NEXT DAY DELIVERY ITEM ARRIVE?

Our 'Next Day Delivery' is a next working day delivery service that is not guaranteed. We always dispatch your scooter as soon as possible, but please expect delivery within 1-2 working days. 

You can track your item and arrange redelivery or collection from a depot using the tracking code that you will receive via email once your item is dispatched.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

If the items in your order are in stock for 'Express Delivery', your order will be dispatched within 24hours if your order is placed before 12pm GMT.

During busy periods, promotional events and sales there may be delays on the dispatch of your order.

WILL I HAVE TO PAY FOR CUSTOMS & DUTIES?

All of our scooters and e-bikes ship from within the UK, so if you are a UK customer, you will not have to pay any customs or duties on these items.

However, some of our accessories ship from China, and you will be responsible for any customs & duties on items purchased from there. 

DO YOU HAVE A STORE?

Not yet, but we hope to open one in London, UK. In the meantime, we are unable to offer customer collections on test rides.

WHAT CURRENCIES CAN I PAY WITH?

All prices are charged in GBP.

DO YOU OFFER RETURNS?

Yes, items can be returned within 30 days. To read our full Returns Policy CLICK HERE. 

HOW LONG DOES IT TAKE TO RECEIVE A REFUND?

Once a refund has been approved by the Vive Scooters team, we will refund your payment to your original payment method (i.e, card, Paypal account etc) within 10 business days. Business days do not include weekends.

Please be aware that the refund can take up to 5 days to appear in your bank account depending on who you bank with.

Klarna or Laybuy refunds may take longer than this as they will need to arrange for this refund following our notification.

WHAT DO I DO IF I RECEIVED A FAULTY ITEM?

Please EMAIL US with your order number and a photo of the fault. Once we receive your request, we will arrange a return for a replacement or refund.

WHAT DO I DO IF I RECEIVED AN INCORRECT ITEM?

Please EMAIL US with your order number and style you’ve incorrectly received. Once we receive your request, we will insure you receive your original order.

HOW CAN I USE A PROMO CODE?

When you’re ready to checkout and are looking at the items in your cart, please go to PROCEED TO CHECKOUT. You will then have the option to add your discount code or promo code to your order. Please note, only one discount code can be redeemed per order.

WHAT CAN I DO IF MY PROMO CODE ISN'T WORKING?

Promo codes are case sensitive so please check your caps lock. If you are still having trouble applying your promo code, please contact our customer care team here.

CAN I SHIP TO A PO BOX OR HOTEL?

We cannot ship to PO Boxes or hotels.

CAN I CHANGE MY ORDER?

Our warehouse starts processing orders immediately after they are placed, if you contact our team straight away, we can update/cancel your order. Please note that delivery addresses cannot be updated and the order will need to be cancelled.

HOW CAN I TRACK MY ITEM?

Once you order has been dispatched you will receive shipping confirmation, along with tracking details for your order.

CAN YOU REPAIR MY SCOOTER THAT I BOUGHT FROM SOMEWHERE ELSE?

We currently only offer repair services to existing customers under warranty. You may be able to get your scooter repaired at the following UK stores:

Pure Electric

Halfords