Trouble Shooting

-For in-stock ebikes, we'll provide tracking number within 2 business days. A shipping confirmation email will be sent to your email once the order has been shipped. Orders will take 3-8 days to deliver.

-For accessories, may ship separately from China, and typically take 7-14 days. You will be notified by email with tracking details.

Any delivery dates provided by Freesky are estimates.

We work with the most popular banks and e-commerce payment experts. We accept debit or credit cards (Visa, MasterCard, AMEX, and UnionPay), Klarna, AfterPay, PayPal, and of course, Freesky ebikes gift cards.

Klarna is available in the following European countries: Sweden, Finland, Norway, Denmark, Germany, Austria, the Netherlands, Switzerland, Belgium, the United Kingdom, Italy, Spain, and Poland.

Klarna is fast, convenient, and allows you to choose your payment method. You can enjoy installments ranging from 4 to 24 months. There are two ways to pay the order for interest-free.

1.Pay in 4: Pay 25% Now, and Pay Later Every 2 Weeks ( For example, a 1,000€ purchase would need you to pay 250€ now, and 250€ every two weeks at interest FREE! )

2.Plan Pay in 30 Days: Shop Now and Pay in 30 Days.
But please note that Klarna has the final say on whether you qualify for interest-free equal installments.

-About Klarna: https://www.klarna.com/international/about-us/
-Klarna Customer Service: https://www.klarna.com/international/customer-service/
-Klarna Privacy Policy: https://www.klarna.com/international/privacy-policy/

Please note that Klarna has the final say on whether you qualify for interest-free equal installments.

1. Shipping Areas:
-France, Germany, Italy, Netherlands, Belgium, Luxembourg, Denmark, Greece, Spain, Portugal, Austria, Finland, Sweden, Poland, Czech Republic, Hungary, Slovakia, Slovenia, Latvia, Lithuania, Estonia, Bulgaria, Croatia.
-Note: We do not ship to offshore islands (e.g., Canary Islands, Balearic Islands, etc.).
-If there is Secondary Customs Clearance Risk, the risk shall be borne by the customer.
-We DO NOT ship to PO BOXES or APO.

2.Shipping Restrictions:
We offer shipping to most destinations within the European Union. However, certain regions are currently excluded due to logistical limitations, transportation complexity, or limited service coverage. The following locations are not eligible for standard delivery:

-Fully Excluded Countries/Regions
Ireland
Romania
-Partially Excluded Countries/Regions
Portugal: Azores (Região Autónoma dos Açores), Madeira (Região Autónoma da Madeira).
Spain: Balears Province (Illes Balears), Canary Islands(Las Palmas, Santa Cruz de  Tenerife).
Italy: Sicilian provinces (Agrigento, Caltanissetta, Catania, Enna, Messina, Palermo, Ragusa, Syracuse, Trapani), Sardinian provinces (Cagliari, Nuoro, Oristano, Sassari).
France: Corsica (Corse), Overseas territories and departments(Guadeloupe, Martinique, Réunion, Mayotte, French Guiana, Saint Martin, Saint Barthélemy, New Caledonia, French Polynesia, etc.)
Denmark: Bornholm Island (Baltic Sea), Faroe Islands, Greenland.
Greece: Many of the Aegean islands and remote island groups, including Crete and others, are subject to limited delivery service.
Norway: Svalbard Archipelago and other remote territories.
Netherlands: Caribbean territories such as Aruba, Curaçao, Sint Maarten, Bonaire, Sint Eustatius, and Saba.

If your shipping address falls within one of the regions listed above, we kindly ask you to reach out to our customer support team before placing an order. We are working to improve delivery coverage and thank you for your understanding.

3. Still cannot check out when your address is included in the shipping areas: please check if there is accessory out of stock in your cart. If there is, kindly remove the accessory and then check out.

The bike is basically in a pre-assembled state, and customers only need to follow 2-3 steps to complete the full assembly, which is very simple. More instructions of assembly, please check the video instructions.

We have a refer a friend program. Register your account, and then share your exclusive link with your friends. After your friend places an order and the order is completed, you will receive a commission of 3% of the order amount. The more friends you invite, the more generous your reward will be.

If you placed an order which needs pick-up service:
-Already chose to pick up your bike: please give us 1-2 days to schedule a pickup time with the warehouse. We will email you the specific pickup time and address.
-Need to change your order to pick up service: please email or call us before the shipping. Email us at serve.eu@freeskycycle.com or call us at (+1) 669-329-7312.

After purchasing our e-bike, your e-bike can enjoy 18 months of warranty service. When you encounter a problem with the e-bike that needs warranty, fill in your information in our warranty form. After the submission is successful, you will receive an email from us, which means that we have received your warranty request and our staff will contact you as soon as possible to help you solve the problem.

When you turn on the eBike, the speed is limited (throttle and pedal assist are both restricted to 25KM/H). Press and hold the "Left Turn Signal" button to switch the drive mode. Press and hold the "Right Turn Signal" button to unlock the speed limit.

Detailed information, please refer to the SERVICE MANUAL. If you have any questions, feel free to contact us at serve.eu@freeskycycle.com.

Generally, we will issue your refund within 2 business days after a refund approval. It will takes 3-5 days to receive the refund for customer because of international transaction. If you haven’t received a refund over 7-10 business days after you received a refund notification, please check your bank account again and contact your credit card company/bank. If you’ve done all of this and you still have not received your refund, please contact us at serve.eu@freeskycycle.com.