Frequently Asked Questions (FAQ)

Find answers to the most common questions about shipping, returns, orders, and more.

🛒 Orders & Payments

How do I place an order?

Simply add items to your cart and follow the checkout process. You can order with or without creating an account.

What payment methods do you accept?

We accept Bank Account, Visa, Mastercard, PayPal, and Stripe. All payments are secure and encrypted.

Will I receive a confirmation email?

Yes, you’ll receive a confirmation email with your order summary and tracking details once shipped.

Can I cancel or change my order after it’s placed?

Yes — if your order hasn't shipped yet. Please contact us as soon as possible at support@moovon.shop.

Are my payments secure?

Absolutely. All payments are processed via secure encrypted, and we do not store your payment info.

🚚 Shipping & Delivery

Where do you ship?

We currently ship to all EU countries from warehouses located in Europe. No customs fees apply.

How long does delivery take?

Most orders arrive in 2–7 business days depending on your location. Remote areas may take slightly longer.

Do you provide tracking?

Yes, all shipments include tracking. You'll receive a tracking link via email once your order is dispatched.

Do you ship outside the EU?

Currently, we only ship within the European Union. We're working on expanding availability soon.

🔁 Returns & Refunds

What is your return policy?

We offer a 30-day return policy on most items. You can return products for a full refund — no questions asked.

Is return shipping free?

Yes, return shipping is free for most EU orders. If any exception applies, we’ll let you know in advance.

When will I get my refund?

Refunds are processed within 5 business days after we receive and inspect the returned item.

I received the wrong item – what should I do?

Contact our support team within 48 hours. We’ll correct the mistake and arrange a free replacement or refund.

🛠️ Product Warranty

Do Moovon products come with a warranty?

Yes, all products come with a 12–24 month warranty depending on the brand. Warranty covers manufacturing defects.

How do I request a warranty claim?

Email us at support@moovon.shop with your order number, proof of purchase, and description of the issue.

Are the batteries included with electric bikes/scooters?

Yes, all e-bikes and scooters include their original battery and charger unless otherwise stated in the product description.

Do you provide user manuals or setup guides?

Yes, most products come with a digital manual. If you need a copy, email us and we’ll send it to you.

🔐 General Information

Do you offer multilingual customer support?

Yes — our team supports English, Spanish, German, French, and Italian.

Is my personal data protected?

Absolutely. We are fully GDPR-compliant. See our Privacy Policy for details.

❓ Still Need Help?

If you didn’t find the answer you were looking for, our support team is happy to assist.

📧 Email us at: support@moovon.shop