FAQs

If you need to change your bike color, update accessories, or if you ordered the wrong item — no worries, we’re here to assist.

To modify or cancel your order, please contact our customer service team at: fafrees@fafreesebike.com

We will first check the shipping status of your order:

• If your order has not yet shipped: we can help you change or cancel it.
  
• If your order has already shipped: changes are no longer possible. If you wish to cancel an order that has already shipped, please refuse the package upon delivery. For returns made due to customer reasons, the customer will be responsible for the return shipping cost.
  

We recommend contacting us as soon as possible for the fastest assistance.

The displayed price already includes shipping and tax, you don't need to pay extra.

Yes, of course. If you need an invoice for your order, please contact our support team at: fafrees@fafreesebike.com

Just include your order number in the email, and we’ll be happy to assist you.

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express. We also support Klarna installment payment.

If you experience any issues during checkout, please contact us at marketing@fafreesebike.com — we’ll be happy to assist you.

Yes! 
Check out our Parts & Accessories page to see what’s available. These products cannot be preinstalled on a bike prior to shipment. They will be shipped in their own respective packages. If the part you need is not listed on our website, contact us: support@fafreesebike.com

Refurbished e-bikes are not included in the 30-day return policy.

However, we ensure they are reliable and ready to ride. Please note the following:

1. Condition: Refurbished bikes may show slight cosmetic wear on the frame, but all functions are fully tested and work properly.
   
2. Warranty: They include a 1-year warranty, the same as our new e-bikes.
   
3. Return Policy: Refurbished bikes are excluded from the 30-day satisfaction return policy.
   
4. Free Gifts: Refurbished e-bikes do not come with free accessories or gifts.

You can track your order on our Track Order page by entering your order number and the email address used at checkout.

If you notice that the tracking status is not updating or appears unusual, please contact our support team at fafrees@fafreesebike.com.

We will reach out to the shipping carrier to investigate and provide you with an update as soon as possible.

Most orders (excluding pre-sale or out-of-stock items) are processed and shipped within 2 working days.

• EU Warehouse Orders:
  Estimated delivery time is 2–13 working days.
  
• UK Warehouse Orders:
  Estimated delivery time is 1–5 working days.
  
• Accessories & Free Gifts:
  Estimated delivery time is 8–18 working days, depending on the logistics service.

Please note that delays may occur due to weather conditions, customs procedures, or unexpected logistics issues. We appreciate your patience and understanding.

If you have any questions or notice unusual tracking status, please contact us at: fafrees@fafreesebike.com

We will reach out to the shipping carrier and update you as soon as we receive a response.

Free gifts and accessories are shipped separately from the e-bike. While your e-bike is dispatched from our European warehouse, all accessories and complimentary gifts are sent from our warehouse in China. Delivery for these items typically takes around 8–18 days delivery.

Regarding the free gift box, it is included in the same package as the e-bike. The box containing the basic installation tools is the free e-bike gift box.

We sincerely appreciate your patience. If you have any questions, please feel free to contact our customer support team: fafrees@fafreesebike.com, who will respond promptly during business days. At Fafrees, we are committed to putting our customers first and strive to provide you with a satisfying shopping experience.

Due to the restrictions of the logistics company, we are currently unable to deliver to some remote areas. You can learn more on our Shipping page.

No, electric bikes in the UK do not require a driver's license or insurance as long as they meet the EAPC criteria. However, it's recommended to have insurance coverage to protect against theft or damage. If you have a more powerful electric bike that doesn't meet the EAPC criteria, it may be classified as a moped or motorcycle,   requiring registration, licensing, and insurance.

Yes, the bike will come with a battery and the installation tool. If you want extra batteries or other accessories you can also buy them on our website.

Yes, electric bikes are legal to ride on public roads in the UK. However, they must meet certain criteria to be classified as Electrically Assisted Pedal Cycles (EAPCs). The bike must have pedals that can be used to propel it, the motor should not exceed 250 watts, and the electric assistance should cut off when the bike reaches 15.5 mph (25 km/h). It's important to ensure your electric bike meets these requirements to be road legal.

Yes, most electric bikes in the UK are designed to withstand light rain and wet conditions. However, it's important to check the manufacturer's guidelines regarding water resistance and maintenance. While riding in heavy rain or through deep water is not recommended, a light drizzle or damp conditions should not pose a problem for properly sealed electric bike components.

Electric bikes in the UK generally require regular maintenance, similar to traditional bicycles. Routine maintenance tasks include checking tire pressure, lubricating the chain, ensuring proper brake function, and inspecting the battery and electrical components. It's also recommended to have periodic professional servicing to ensure optimal performance and safety.

Yes, electric bikes in the UK can be ridden without engaging the motor. Most electric bikes offer multiple levels of pedal assistance or the option to ride in "non-assist" mode, where you rely solely on pedal power. This flexibility allows you to choose how much assistance you want from the motor and enjoy the benefits of both electric and traditional cycling.

All our products have waterproof treatment, e-bikes can perform well in slightly wet conditions, such as riding in light rain or on wet roads. However, if your e-bike is exposed to a lot of moisture or heavy rainfall, it can cause damage to the electronic components.

To maximize the protection of your e-bike and keep your warranty valid, here are a few tips you can consider:

1. Forbidden to soak the e-bike in water.
2. Try to avoid riding in heavy rain, especially when exposed to water for a long time.
3. Consider using a raincoat or rain cover to protect the electronic components of your e-bike in situations where you may encounter moisture or rain.
4. Perform regular maintenance and upkeep to ensure that all components of the electric bicycle are in good working condition.

All ebikes meet European standards and can be ridden in Europe and the UK.

In order to prove the compliance of our products, we can provide you with relevant certification information, including invoices and CE certificates. These documents will prove that our e-bikes comply with European sales standards.

We don't recommend letting children sit in the back seat of the bicycle, as this poses a safety risk.

Yes! 

Check out our Parts & Accessories page to see what’s available. These products cannot be preinstalled on a bike prior to shipment. They will be shipped in their own respective packages. If the part you need is not listed on our website, contact us.

Rest assured that each refurbished bike undergoes a thorough evaluation and approval process by our experienced Bike expert, guaranteeing that there are only slight wear on the frame. All other functions work well. We prioritize your safety above all else, ensuring a reliable and secure riding experience.

In general, refurbished ebikes come with the same 1-year limited warranty on components and parts as new ebikes. For more details, please check out our warranty policy.

Yes! Installation instructions for all our ebikes can be found on our official Youtube channel. Our Youtube channel will be continuously updated, follow us and you can learn more about our new product introductions or product reviews at any time. 

Some of our e-bikes have taillights, some don't. You can see if the bike of your choice is equipped in the introduction section of our product page. 

If you encounter quality problems during the warranty period, please send your order number, and faulty photos or videos to support: support@fafreesebike.com, our after-sales staff will reply within 24 hours on working days. Please note that if the product is damaged due to uncontrollable natural reasons or your mistakes, Fafrees will provide paid repair services.

Please check if the wires of your headlights are connected well and check for any damage. How To Check

If you find that it is not the cable contact problem after inspection or the problem still cannot be solved, please send an email to support@fafreesebike.com to contact our support team.

The serial number is engraved on the stem of the handlebar at the front of the bike, or under the frame in the middle of the body. We recommend that you keep a record of your e-bike's serial number in case your e-bike is lost or stolen.

Long press the "+" button to turn on and off the headlights.

Press the "+" button to adjust the PAS parameter to 1 or above, and then the power assist mode can be turned on.

1. Please check whether the motor cable is loose or damaged. Disconnect and reconnect the motor cable, then restart the bike to see if the error disappears.

2. If the error remains, please take a video showing the error code on the display and a video showing that the motor does not work when you turn the throttle.
Also provide the frame number and motor code, and send all information to support@fafreesebike.com.

[Click here to watch motor cable inspection video]

Please provide the following information:

1. After fully charging the battery, measure the voltage to confirm it is fully charged. Then test how many kilometers you can ride from full to empty.

2. Riding mode used during the test: pure throttle or pedal assist, and which assist level.

3. Rider’s weight and road conditions.

Please send all details to support@fafreesebike.com and describe your issue.

Please send us a video confirming the following:

1. Can the display turn on? Does the charger light stay off?

2. If the charger light works normally, does it switch from red to green during charging?
When the indicator shows green, turn on the battery (without connecting the charger). What is the color of the battery indicator?

Please send all information to support@fafreesebike.com.

Please check whether the sensor is loose.
If it is not loose, please contact us: support@fafreesebike.com, and we will help you or provide replacement parts if needed.

The brake adjustment method is similar for all models. You can click here to view the tutorial.

If you still cannot adjust the brakes, or if the brakes are still ineffective after adjustment, please contact support@fafreesebike.com for assistance.

A wobbly chainring is usually caused by loose bolts, a bent or worn chainring, or improper installation. You can click here to view our chainring replacement tutorial for step-by-step guidance.

1. Measure the battery voltage when fully charged.

2. Check all connectors between the display, controller, and wiring harness for loose or damaged parts.

3. For batteries with fuses (depending on model), check whether the fuse is functioning properly.

If the bike still does not power on after these checks, please contact our after-sales service team: support@fafreesebike.com for further assistance.

Please don't worry, our technicians will assist you to solve the problem. Please send email to support@fafreesebike.com,  a video or some pictures can help us locate the problem faster. 

Yes, we welcome all forms of business cooperation! For partnership inquiries, please feel free to contact us at marketing@fafreesebike.com. We look forward to working with you.

Yes! We are actively expanding our physical stores across Europe and the UK. You can click here to view all our offline stores and find the one nearest to you for a test ride.