DISPATCHING - We aim to dispatch all orders within 1-2 working days, usually all placed orders are shipped next working day. Our service is available Monday – Friday.
EU SHIPPING - Free tracked EU delivery on all orders over €99! Shipped by DPD on a 3 working days tracked service.
INTERNATIONAL / NON EU SHIPPING - Free tracked delivery on all orders over €99! Shipped by DHL on a 3 working days tracked service.
ORDER RETURNS - You can return items that you are not happy with within 30 days from purchase. Please contact us at Hello@twowheelsempire.com for the return instruction.
CUSTOM TAXES AND DUTIES - Two Wheels Empire operates on a Delivered Duty Unpaid basis. This means that any outstanding import duties, clearance fee’s, brokerage fees or other additional charges have to be paid by the customer upon delivery of your order. Contact your local customs authority for more information. The customer must take full liability for any parcels returned to Two Wheels Empire due to unpaid customs charges or ignored/unseen emails from your customs office or chosen carrier. Any postal charges, returned shipment costs, customs charges and handling fees will be deducted from any due refund or exchange request.
PRODUCT WARRANTY CONDITIONS -
We provide a 1-year factory warranty on our motors, controllers, batteries & BMS (battery management systems). All other parts are non-refundable but if you have an issue please feel free to get in touch and we will try our hardest to sort it out for you.
For all returns please ensure you choose an appropriate courier and obtain proof of postage as Shanghai Customs cannot be liable for any goods lost in transit. Please also provide us with the scheduled delivery date, courier and tracking number so that we can make sure we are at the workshop to receive the delivery.
If your item is damaged please email us at firstname.lastname@example.org stating your order reference number and including photos of both the product and the packaging. A refund is only available if you provide us with evidence of the damaged packaging.
Upon receipt of the goods, we will send you a confirmation email and refund authorization. Refunds can take up to 7 working days after receipt of the goods.
Our address for returns is: Shanghai Custom Team, 57 Gao’an Road, Xuhui District, Shanghai, PRC