FAQs & Support

FAQs

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. We do not issue delivery cost refunds for items delivered 1 day late.

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.

WILL I HAVE TO PAY FOR CUSTOMS & DUTIES?

All of our scooters ship from within the EU, 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.

WHAT CURRENCY IS USED ONLINE?

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

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 replacement or refund for you.

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.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

If the items in your order are in stock, your order will be dispatched within 24hours before 2pm GMT.

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

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 is 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

Contact

Vive Scooters UK is a trading name of Vive Retail Ltd.

Unit 17607 PO Box 7169
Poole
BH15 9EL

You can contact us by phone or email:

01603 381 064
(Please note that we are unable to take orders or payments by phone)

Customer Service:
support@vivescooters.co.uk

Business Enquiries:
info@vivescooters.co.uk

Or fill out the contact form below: