Flow Electric Scooters | FAQs | Eco Friendly | British Owned
  • Free fast UK mainland delivery on orders over £100

FAQs

FAQs

Here are the answers to some of the commonly asked questions at Flow!

If you have a question not covered in our FAQ’s or you’re looking for further advice, contact our customer service crew here or click on the chat button on the bottom right of this page.

  • Where are Flow based?

    We are a British brand based in the heart of London. We ship all products from our depot in West London. Our customer service crew are located in the UK and we supply UK warranties with all our electric scooters.

    Where can I ride an electric scooter?

    It is currently illegal to use an electric scooter on public highways in the UK, including pavements and cycle paths. However, it is legal to ride an electric scooter on private property with the permission of the landowner.

    How old do you need to be to ride an electric scooter?

    We recommend all riders are at least 16 years of age before riding an electric scooter.

    Do I need any protective equipment to ride a Flow scooter?

    We advise that as a minimum all riders wear a helmet with a good safety certification and adequate ventilation. Check out our accessories page here for recommended products.

    Can I ride a Flow scooter at night?

    Yes, you can ride safely day and night. All Flow electric scooters are fitted with built-in front and rear LED lights.

    How can I keep my Flow scooter safe?

    Flow recommends a high-quality insurance-rated lock for use with all our e-scooter models. Head to our accessories page here for more information.

    What does max range mean?

    Max range is the optimum distance you can travel on a single charge, based on standard testing regulations with a 75kg / 12st rider at 25 degrees Celsius ambient temperature, on a stable surface.

  • What payment methods do you accept?

    We support credit card, debit card, Apple Pay and PayPal purchases. 

    Do you offer finance or part payment?

    The PayPal “Pay in 3” feature can be used for purchases between £45 and £2000 and will appear directly in customers’ PayPal wallets (subject to availability from PayPal and PayPal Terms and Conditions).

  • Where do you deliver?

    We deliver our e-scooters everywhere within the United Kingdom. We provide a fast and, for orders over £100, free delivery service to Mainland UK. Additional shipping costs may apply if you are located off the mainland and prices are calculated at checkout. 

    When will I receive my e-scooter?

    We know you’ll want your Flow e-scooter as soon as possible. We aim to dispatch orders placed before 12pm weekdays by the next working day on a next working day service. Once dispatched you’ll receive an email with the tracking details.

    Can I postpone my delivery?

    Of course. One of our customer service crew will be happy to help you select your preferred day of delivery. Please contact at support@rideflow.co or via the Contact Us page to arrange to have your delivery postponed before you place your order. Alternatively, you can add a comment when placing your order from within the Checkout.

  • Can I cancel my order?

    If you would like to cancel your order, please contact support@rideflow.co quoting your order number as soon as possible. If your order has not yet left our warehouse, we should be able to issue a refund immediately. If your order has already been dispatched, or has already been delivered you will need to arrange a return with us. Please see our Returns page for more info. 

    I’ve changed my mind, what is your returns policy?

    If you change your mind don’t stress. Our 30 day returns policy has you covered. Email us within 30 days of receiving your goods at support@rideflow.co stating your order number and your reason for return and we will provide you with full instructions. Please note –  when returning, products must be returned in ‘as new’ condition, with all components included in their original packaging. Any unreturned or damaged items may be chargeable. More information is available on our Returns page.

    My scooter is faulty or damaged, what is your returns policy?

    If your Flow scooter arrives damaged or develops defects as outlined in the warranty, you are entitled to a repair, replacement or a refund. To confirm the details we will first need to assess the issue. To initiate this process please contact support@rideflow.co within 30 days and we’ll guide you through the next steps. Don’t forget to include your order number and a detailed description of the issues you’re experiencing. More information is available on our Returns page.

    How long will a refund payment take?

    All returns are checked and assessed for faults by a Flow technician. This process can take up to 5 working days. Once confirmed, a refund can be processed within 5-10 working days. Full details can be found on our Returns page.

  • Is there a warranty?

    All Flow electric scooters are covered by our two-year limited warranty. This warranty is valid for the original owner against manufacturing defects from the original purchase date as specified on the original sales order. Detailed info can be found on our Warranty page.

    What does the warranty cover?

    The warranty covers manufacturing defects in materials or workmanship of the main body including handlebar, deck, forks and charger for a period of 2 years from the date of the original sale as recorded on the purchase invoice. 

    Flow Electric Scooter batteries are covered under a 6-month limited warranty for battery malfunctions and manufacturing defects. Detailed info can be found on our Warranty page.

    When is a warranty or repair not valid?

    The warranty excludes parts that are subject to wear and tear such as handlebar grips, tyres, brakes, bearings and other wearing parts. Any fault caused due to misuse of the scooter including water ingress or external damage may not be covered by your warranty. Please ensure you read the manual in detail before using your electric scooter to avoid voiding your warranty. Detailed info can be found on our Warranty page.

  • Where can I service my Flow scooter?

    Servicing requirements vary between models, however, most moving parts including brakes and tyres can be serviced at a reputable e-bike or scooter shop. For any additional support or spares please contact support@rideflow.co or chat online to one of our customer service crew who will be happy to assist you.

    Do you sell spare batteries?

    Yes, additional ‘quick swap’ batteries are available for purchase with Brooklyn XTS Greenwich XT Pro and St Kilda XTS Pro models. Double or triple your range by buying additional spares here. Please check product specifications or chat with our customer service crew for more information. 

  • What type of plug does it come with?

    All Flow electric scooters have a standard UK plug and charger.

    Can I charge my scooter from any mains socket?

    You can charge any of our e-scooter products from a standard UK three-pin socket. Always use the charger supplied and follow the charging guidance in the user manual.

    How long does it take for a full charge to complete?

    A full charge will vary between models and battery capacity and range from approximately 3hrs to 7hrs. All our product pages detail the exact specifications for each e-scooter. Charging times are approximate and vary depending on a number of factors including battery capacity, condition and ambient temperature.

    Tips for charging

    Always ensure the battery connection and scooter are dry before charging. Batteries should be charged between 0-35 degrees Centigrade. If the scooter is cold or hot ensure it reaches a moderate ambient temperature before charging. Avoid leaving the battery on the charger longer than necessary – once the charger led indicator turns green unplug the charger. You can find full details in the scooter’s manual.

    Are the batteries removable?

    Brooklyn XTS, Greenwich XT Pro and St Kilda XTS Pro all feature removable ‘quick swap’ batteries. Additional batteries are available for purchase on all our products equipped with removable batteries. Please check product specifications or contact our customer service crew for more information. 

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Man on Flow Scooter in a park

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