Shipping & Returns

Welcome to the page dedicated to Wheellow's delivery, returns, and withdrawal conditions. We do our utmost to ensure fast, reliable, and transparent shipping for every order.

1. Delivery Methods

Wheellow ships its orders via the following carriers:

• La Poste – Colissimo Home Delivery
• Mondial Relay – Pickup Point

Available options may vary depending on the delivery country and basket contents.

2. Delivery Areas

We deliver to the following areas:

• Mainland France
• European Union
• International

3. Free Shipping

Shipping is free for all orders shipped within Europe on purchases of €100 or more.

Below this amount, shipping fees are automatically calculated at checkout based on the carrier and country.

4. Delivery Times

The following times are indicative and may vary during peak periods:

• France: 2 to 7 business days
• Europe: 3 to 8 business days
• International: 5 to 10 business days

Once your order is shipped, you will receive an email containing the tracking number allowing you to track your parcel in real time.

4.1 Transport of Dangerous Goods (batteries)

Some products sold on Wheellow, notably electric scooter batteries, are considered dangerous goods for transport due to the presence of lithium cells. Their shipment is subject to specific logistical rules imposed by carriers and international regulation.

For this reason, shipping these products may incur an additional delivery cost, reflecting the specific constraints related to their transport (regulated packaging, specific logistics channels, transport restrictions depending on countries).

This surcharge is automatically calculated at checkout and clearly indicated before order confirmation.

Delivery times for these products may also be slightly longer than for other items.

5. Order Tracking

All orders come with online tracking. You can check it from:

• The shipping confirmation email
• Your Wheellow customer account

6. Delivery Issues

In case of delayed, damaged, or declared delivered but not received parcel, contact us as soon as possible at service@wheellow.com. We will open an investigation with the carrier.

7. Returns & Withdrawal

In accordance with the Consumer Code, you have a legal withdrawal period of 14 days from the receipt of your order to exercise your right of withdrawal without providing justification.

To exercise this right, simply contact us by email:

service@wheellow.com

We will then provide you with the return procedure.

7.1 Return Conditions

• The product must be new, unused and in its original condition.
• Original packaging is recommended to ensure secure transport.
• Products already assembled or damaged by the customer cannot be refunded.

7.2 Return Fees

• If the error is from Wheellow: free return (label provided).
• If the error is from the customer (e.g.: wrong compatibility): return shipping fees are the customer's responsibility.

7.3 Return Address

Returns must be sent to the following address:

Wheellow
8 Rue Sainte-Barbe, 69110 Sainte-Foy-lès-Lyon,
France

Please always contact us before any return to obtain the validation and complete instructions.

8. Products Not Eligible for Returns

The following products cannot be returned:

• Products damaged after use
• Products assembled or installed by the customer and showing wear
• Products not in their original condition or content

9. Refunds

Once the return is received and inspected, the refund will be processed within 14 days using the same payment method as used for the order.

10. Payment Methods

We accept the following payment methods:

• Visa / Mastercard credit card
• PayPal
• Apple Pay
• Google Pay
• Shop Pay
• Klarna (installment payments)

Prices may be displayed in different currencies, but the final charge is always made in EUR. Shopify automatically handles the conversion.

11. Customer Service

For any questions regarding your order:

Email: service@wheellow.com
Postal address: 254 RUE VENDOME, 69003 LYON, FRANCE

12. Disputes & Mediation

In case of dispute, the customer must first contact our customer service to find an amicable solution.

If no agreement is reached, the consumer customer may contact the approved mediation organization free of charge:

CM2C – Consumer Mediation Center
49 Rue de Ponthieu, 75008 Paris
Website: https://www.cm2c.net

As a last resort, the dispute may be brought before the competent courts.