Your questions - our answers

Questions about delivery & payment

How does the shipping at electric-mobiles.com work?
We ship your order as far as possible by DHL. An order on https://electric-mobiles.com can be delivered as far as the product noted to a delivery address in Germany, another EU member country or worldwide. Please note the notes on the respective products.
Vehicles marked "40 working days delivery time" will be delivered exclusively "from port to port". Should you wish to commission us with the transport from port to destination, further transport costs will be incurred. These are calculated according to the weight and distance of the vehicle to be delivered.

When does my order arrive?
Once a package is shipped, you will receive a shipping confirmation by e-mail with a tracking number. So you can always track the shipment here. When you can expect to receive your shipment, you will also see when you complete your order. For more information, see...

Will all ordered items arrive at the same time with me?
We always try to ship all products at the same time so you can get your order as quickly as possible in one delivery. However, we purchase parts of our collection from different manufacturers, so it may come at different arrival times of your items.

Do I have to pay for shipping?
Our shipping to your delivery address is basically free of charge.
For "port to port" transportation, additional transportation costs may apply if you instruct us to transport from the destination port to your destination.

Can I also have my order delivered to a DHL Packstation or a Hermes PaketShop?
You are welcome to select a packing station or a PaketShop as delivery location as long as your ordered goods are suitable for transport by DHL. This is not true for: ATV`s, UV`s, or e-bikes over 25kg.

Will there be additional costs for me, eg customs duties?
All import charges for vehicles from Asia (direct imports, commercial vehicles with delivery time 40 days) are borne by us, as far as it concerns the transport costs from port to port. Additional costs, such as storage fees, kay fees, etc. are to be borne by you, as we do not know when you will pick up the goods at the port. If you instruct us to have the goods transported for you from the port of destination to the destination, we will take care of the onward transport as soon as possible and charge you the costs.

How can I change my address in my account?
In your customer account you can adjust your delivery and billing address or add a new one. You can also set one of your addresses as the default address.

I would like to have my order delivered to another country?
This is possible as long as you name the destination country during the order process. An order at electric-mobiles.com can not be changed afterwards, since the transport from credit to port requires a certain logistical effort. We ask for your understanding..

How do I send an article back?
Within 14 days of receipt, if you are an end user and not a business customer, you may return unused items for free. We will credit the purchase amount within 14 days after receipt of the return. For you, the return is free, provided that the value does not exceed 40,00 EUR. The item must always be shipped in its original packaging. Otherwise we will refuse to accept the return!

When will my return be well written?
The refund will be made within 14 days of receiving your return. You will always receive a confirmation email from us when your return has been processed.

When does the 14 cancellation period begin and end?
The revocation period begins for end users if you or a third party designated by you has received your goods. If you have ordered several goods in a single order and the goods are delivered separately, the period begins as soon as you or a third party designated by you has received the last goods (last partial delivery).

Have you forgotten your password?
Just go to the login page and click on "Forgotten password". Enter your email address with which you are registered at electric-mobiles.com and click on the "request password" button.
You will receive a new password. Log in with this password and assign a new secure password for your customer account.
It may take a few minutes for the e-mail to reach you. Please also check your spam folder.

Do I have to set up a customer account at electric-mobiles.com?
No, you can also order as a guest. However, you will then have to re-enter all your data with every new order.
This means that an existing customer account can save you a lot of time. In addition, you have the opportunity to "park" your desired items in your shopping cart or your wish list and go to the cashier at the next opportunity.

How is the purchase amount (depending on the payment method) well written?
Payment in advance:
The credit will be sent to the bank account from which you transferred. It can take up to 5 business days before the credit can be seen on your account.
Klarna / Sofortüberweisung:
The credit will be sent to the bank account from which you transferred. It can take up to 5 business days before the credit can be seen on your account.
Stripe / Credit Card:
The credit will be sent to the bank account from which you transferred. It can take up to 5 business days before the credit can be seen on your account.
Your question was not there? Then send us a simple email or go to the contact form ...

Technical questions

How long does it take to build my Citycoco? Do I need a workshop?
Visiting a workshop is not necessary. Your vehicle will be delivered pre-assembled in a secure transport cage. You need some wrenches, a side cutter or similar. as well as some snack keys. Partly tool is already included.
Even as a novice you will need little more than 30-40min to turn your Citycoco from the delivery state into a vehicle capable of driving.

Proceed as follows: First remove 2 center struts of the transport cage. Then remove the boxes with the accessories. Mount the side stand and then remove the Citycoco from the transport cage.
Now you can mount the handlebar, the backrest, the rear view mirror, as well as the footpegs for the front passenger. Finished! To be sure, you should check the bolts of the wheels for tightness - but is not mandatory.

For a first check of the electronics, plug the power cable into the battery. This is factory loaded to about 80% of its capacity and turn the key in the ignition. Check light, turn signal, horn etc.
Now nothing stands in the way of a small test drive on private grounds. The assembly may vary from vehicle type to vehicle type, but remains fundamentally the same.
Please note: In order to move the vehicle in public space, you need an insurance mark!

How can I allow my vehicle for public transport?
To register your Citycoco for traffic, you do not need to register with a vehicle registration office. However, a moped insurance mark is mandatory. You get this at almost every insurance company.
On the right side of the rear wheel you will find the vehicle identification a combination of letters and numbers. Please make a note of this and send us an email to: info@electric-mobiles.com to. This service is only valid for electric vehicles purchased from us.
We will then send you the COC approval of your e-scooter by email. This allows you to receive an insurance sign either on site or online from an insurer. Many insurers already have some license plates, so you can take them with you immediately. These instructions apply to vehicles used in Germany - otherwise, please observe the regulations of your respective country.
Instructions for the correct mounting of the license plate are available on the Internet (eg on Youtube).

According to your description, I can use an app on my Citycoco. Where can I find these?
If the article description for your Citycoco states that you can use a Bluetooth app for security alarm functions, you can find them under: here ..., Scroll to the bottom of the page. There you can switch to the English version of the website. Then download and install the app on your smartphone or iPhone. Please note the valid version for IOS or Android.

I have the app installed now, but it's only in Chinese, what can I do?
If you have installed the correct app and it is only displayed in Chinese language, please go to "Settings -> Languages" in your smartphone or iPhone and install "English" as the second language (not the default language!). Your settings will remain untouched, but the Remote App will now be displayed in English. A German version is currently not available.

What do I have to do to maintain and charge my battery?
Your battery must be charged before storing for more than 30 days. If the battery is not used permanently, it must also be recharged at least every 30 days. Failure to follow this notice will void the warranty and battery performance.
Always store your battery / battery in a cool and dry place. But avoid temperatures below -10oC