1. Shipping Areas and Costs
We can currently deliver to the following countries or regions: Germany, Austria, Luxembourg, Belgium, Italy, Portugal, France, Spain, Netherlands.
* For shipping to other European countries, please contact us at support@mokwheel.eu.
* The customer is responsible for any customs duties incurred during customs clearance.
* Currently, we do not offer shipping to island locations.
2. About Shipping
| E-Bike | Accessories |
Country/Region |
| Free of charge |
€10 | Germany, Austria, Luxembourg, Italy, France, Netherlands |
| €39.99 | €39.99 | Belgium |
| €50 | €50 |
Portugal, Spain |
The above prices include VAT.
3.Delivery Times
We strive to dispatch your order as quickly as possible.
Mokwheel operates multiple EU warehouses, including facilities in Germany and the Czech Republic. Orders may be fulfilled and shipped from the most suitable warehouse based on inventory availability, logistics capacity, and delivery efficiency.
Once your order has been dispatched, you will receive a shipping confirmation email.
Typically, delivery takes between 2–12 business days. Public holidays, large-volume orders, product launches, or restocking activities may extend delivery times. In such cases, the estimated shipping date will be displayed on the product page.
The actual shipping location does not affect product quality, warranty coverage, after-sales service, or delivery standards.
DHL Freight Shipping Notice
Some e-bike orders are shipped via DHL Freight.
During transit, the tracking information may not be updated for several days or may continue to display "Delivery appointment booked/confirmed" for an extended period.
This is a normal part of the DHL Freight transportation process and does not mean that your shipment has been lost.
Delivery is generally completed within 12–15 calendar days, including weekends and public holidays.
If you have any questions about your shipment or tracking status during this period, please feel free to contact our customer support team at support@mokwheel.de. We are always happy to assist you.
Estimated delivery times are as follows:
|
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 dispatched from our EU warehouses in Germany or the Czech Republic. Actual delivery times may vary depending on inventory availability, logistics arrangements, carrier performance, and the delivery address.
4. Shipping Changes and Cancellations
Before Shipping (Same Day):
You can cancel your order by contacting support@mokwheel.eu during business hours (8:00 AM – 5:00 PM Germany, Berlin time) on the same day you placed the order. Cancellations are only confirmed once you receive a valid confirmation email from our customer service team.A 5% processing fee will be deducted (This fee is not charged by us).
Address Change: If the order is placed on the same day and you contact us during business hours (8:00 AM – 5:00 PM Germany, Berlin time), this is free of charge.
Model Change:If the order is placed on the same day and you contact us during business hours (8:00 AM – 5:00 PM Germany, Berlin time), this is free of charge.
Please Note: Shipments are scheduled for processing and shipping on the next business day after your purchase and can no longer be changed after that.
After Shipping (Second Business Day):
Order Cancellation: For any order that has already been shipped, a 5% processing fee will apply, along with an initial shipping fee of €150 and a return shipping fee of €150.
Model Change: An initial shipping fee of €150 and a return shipping fee of €150 will be required.
Change of Address:
You can refuse to accept the package and pay a €150 fee to change your address.
Refused Shipment:
If a shipment is refused and returned to us via the third-party shipping service, we reserve the right to charge a €150 shipping fee per e-bike for reshipment. If you do not want the order reshipped, we will treat it as a refund request. In that case, you will be required to pay a €150 shipping fee, a €150 return shipping fee, and a 5% processing fee.
Our e-bikes are carefully packaged and protected for easy transport. If you purchase an e-bike along with other accessories, we try to ship your order in a single box, but sometimes we may need to ship in separate boxes. Please do not worry if you receive your e-bike and accessories at different times.
*Under certain circumstances, longer delivery times may occur, such as for bulk orders, new product launches, or items that have just been restocked. If this happens, we will indicate it on the product page and send a reminder via email.
