Orders
How do I change or cancel my order?
To modify or cancel your order, please contact our customer service team at: [mail to:support01@blebike.com]
We will first check the shipping status of your order：
1.If your order has not yet shipped: we can help you change or cancel it.
2. If your order has already shipped: changes are no longer possible. If you wish to cancel an order that has already shipped, please refuse the package upon delivery. For returns made due to customer reasons, the customer will be responsible for the return‑shipping cost.
We recommend contacting us as soon as possible for the fastest assistance
Do I need to pay customs duties or extra VAT?
All prices displayed on our website are VAT‑inclusive for European mainland. You will not be charged additional sales tax or VAT upon delivery. Customs duties for non‑EU destinations shall be borne by buyers themselves. Please check our Shipping Policy for full details.
Is it possible to provide an invoice?
Yes, of course. If you need an invoice for your order, please contact our support team at: mailto:support01@blebike.com
Just include your order number in the email, and we’ll be happy to assist you.
How do I pay for my orders?
We accept payments via Shopify Payments, including all major credit & debit cards such as Mastercard, VISA and American Express.
If you experience any issues during checkout, please contact us at mailto:support01@blebike.com — we’ll be happy to assist you.
Does BL sell accessories or replacement parts?
Yes. You can check our accessories collection page for available spare parts and components. Accessories cannot be pre‑installed onto e‑bikes before shipment and will be shipped separately.
If the part you need is not listed on our website, contact us: mailto:support01@blebike.com
Shipping
How to track my order?
Once your order ships, you will receive a shipping‑confirmation email with your tracking number. You can also write to mailto:support01@blebike.com with your order number for tracking help
How long does it take to ship my order?
Orders placed on working days will be dispatched within 24 hours. Orders placed on weekends or public holidays will be shipped on the next working business day. Pre‑sale or out‑of‑stock items require longer lead‑time.
How long will delivery take?
- Items shipped from our Netherlands EU warehouse: 3‑7 business days.
- Accessories shipped from China: approx 5‑8 business days.
Please note these are estimated times. Delays may occur due to customs clearance, bad weather, holidays or other circumstances beyond our control. See our full Shipping Policy.
Why haven’t I received my free gift yet?
Free gifts and promotional accessories may be shipped separately from the e‑bike. Gifts are normally dispatched from our China warehouse and will arrive later than your main bike parcel.
Can you ship to my city / region?
We deliver to Mainland Europe only. Remote islands and special overseas territories are excluded. Please read our shipping policy for excluded zones.
Products
Do e‑bikes sold for EU / UK require a driving license or insurance?
- Standard EPAC e‑bikes (max 25km/h assist, 250W)：In most EU countries, no driving license or insurance is required.
- Speed‑pedelec L1e‑B models (up to 45km/h assist): These are legally classified as motor vehicles. Vehicle registration, valid moped/car license, helmet and third‑party liability insurance are mandatory. Local rules vary between member states.
Does my e‑bike come with battery and assembly tools?
Yes. Each complete e‑bike package includes matched lithium‑ion battery, original charger and basic assembly tools. User manual is also provided inside the parcel.
Are BL e‑bikes street‑legal for public roads within EU
Our EPAC e‑bikes comply with EU 168/2013 regulations for public road riding. Speed‑pedelec L1e‑B models require official registration before road use. Off‑road high‑performance models are prohibited from public‑road traffic.
Can I ride my e‑bike in the rain?
Yes. You can turn off pedal‑assist mode and ride it like a regular bicycle.
Are e‑bikes waterproof?
They are water‑resistant for daily commuting in light rain, but NOT fully waterproof. Never wash the bike with high‑pressure water jet, especially on battery, display and motor parts.
Do your ebikes meet European certification standards?
All our standard EPAC e‑bikes comply with EPAC, CE and EN15194 standards.
Support
What should I do if my bike develops faults after using for some time?
Please email support01@blebike.com, provide your order number, describe symptoms and attach photos or short videos of the issue. Our technical team will guide you through troubleshooting under our limited warranty terms.
My battery mileage / range has become shorter than before.
Battery capacity will naturally degrade over many charge cycles. Extreme cold weather will also reduce real‑world range. Please check battery charging habits in the user manual. Contact support if you suspect hardware failure.
My battery cannot be charged.
- Make sure you use only original BL charger.
- Check if charging port is dirty or loose.
- Let battery cool down if it is hot after riding.
If the problem persists, contact customer service with photos.
Throttle works but pedal assist does not respond.
Please check pedal‑sensor connection under the crankset. Verify assist‑level setting on your display. If re‑connection does not solve the issue, please reach out for technical support.
How do I adjust the brakes?
You can find step‑by‑step brake‑adjustment instructions in our user manual. Improper brake adjustment may cause safety risks. We strongly recommend local bike‑shop service if you lack hands‑on experience.
Chainring wobbles while pedaling, what should I do?
Check crank bolt tightness. Loose crank arms often cause wobbling. Do not continue riding if components are loose.
My e‑bike cannot power on, what basic checks can I perform?
- Confirm battery has sufficient charge and is locked firmly.
- Check power button on battery pack and handlebar display.
- Inspect main wiring connectors for looseness.
If these checks cannot resolve the issue, please contact our support team.