The answers to what our customers ask most: ordering, delivery, warranty, repairs, payment and returns.
Here are the questions our customers ask us most often at Vélo Shop Obernai. Something not covered? Write to us — we answer in English.
Ordering & delivery
How do I place an order?
Order online on this site, or come to the shop at 26 rue de Sélestat in Obernai (67210), France. In store you get personal advice and a free test ride before you buy.
How long does delivery take?
- Parts and accessories: ordered from our supplier, dispatched within 3 to 5 working days.
- Hope parts: 3 weeks, the time it takes to import them.
- Bikes and scooters: ordered from the manufacturer, delivered within 5 to 15 working days, assembled and adjusted by our workshop.
- Pre-order: the lead time is shown on the product page (usually 3 to 8 weeks).
Where do you deliver, and what does it cost?
- Mainland France — parts, accessories, bikes and scooters. Parts go by Chronopost: parcel shop from €4.90, home delivery from €12.90, free parcel-shop delivery from €150. Bikes and scooters go by a specialist carrier (Géodis), priced by delivery department: from €32.90 for a non-assisted bike, €42.90 for an e-bike, €31.90 for a scooter, free from €2,000.
- Corsica — parts and accessories only, to a Chronopost parcel shop.
- European Union (24 countries) — parts and accessories only, by Chronopost. In Belgium: parcel shop from €5.90, home delivery from €14.90, free parcel-shop delivery from €250. Elsewhere the price depends on the country and the weight, shown at checkout.
- Every bike is assembled, adjusted and checked by our workshop before it ships.
The exact rate is calculated in your basket from the parcel weight, and that figure is the one that applies.
Can I collect my order in store?
Yes — click & collect is free, with no surcharge. We order your part from the supplier and email or text you as soon as it reaches the shop; allow the same lead time as a shipment.
Buying from outside France
I live elsewhere in Europe. Can I order a part?
Yes, for 24 European Union countries, directly at checkout: parts and accessories ship by Chronopost, to a parcel shop in Belgium, Germany, Luxembourg, the Netherlands, Spain, Italy and Portugal, or to your door everywhere. Bikes and scooters are delivered in mainland France only. For Switzerland or another country, write to us with the reference you need and your delivery address, and we will quote the shipping and send you a payment link.
Why not just open the checkout to the whole of Europe?
Because we would rather quote you a real shipping price than guess one. Scooter parts vary enormously in weight and bulk — a controller and a wheel do not travel the same way. Until the carrier rates are set up country by country, a quote by e-mail is more honest than an automatic figure that turns out wrong.
Test rides in store
Is the test ride really free?
Yes, completely free and with no obligation. Every bike and scooter on display can be tried; allow 15 to 30 minutes per model. We suggest trying two or three the same day so you can compare.
Do I need an appointment?
Not required — test rides happen during opening hours (Tuesday to Saturday, 9:30–12:00 / 13:00–18:30). If you want to be sure a particular model is available, call us on +33 3 88 04 85 61 to reserve it.
What do I need to bring?
Photographic identification (identity card, driving licence or passport). No deposit is taken for a test ride in store.
Payment
What payment methods do you accept?
- Bank cards (Visa, Mastercard, American Express)
- Apple Pay, Google Pay
- Bank transfer (for larger amounts or trade orders)
- Cash in store, within the legal limit
Can I pay in instalments?
Yes, for customers billed in France: 3× or 4× from €100 to €3,000, and a Cofidis Projexio loan from €1,000 to €4,500 over 10, 12, 24, 36 or 48 months, directly at online checkout — subject to approval. Instalment payment is not available for orders billed outside France.
Are prices shown with VAT?
Yes. All prices include French VAT at 20%.
Warranty & workshop
What warranty comes with an electric bike?
- Frame: 2 to 10 years depending on the brand (Kellys 5 years, Stromer 10 years on aluminium frames)
- Battery: 2 years (check model by model)
- Motor: 2 years
- Wear parts (chain, brakes, tires, pads): not covered — their life depends on use
And on electric scooters?
- Frame: 2 years
- Battery: 1 to 2 years depending on the model
- Motor: 1 to 2 years
- Wear parts: not covered
Do you repair breakdowns?
Yes. Our own workshop in Obernai handles periodic servicing (derailleur and brake adjustment, battery check), electrical diagnostics (motor, battery, controller, display), mechanical repair (spokes, drivetrain, suspension), replacement of tires, pads and cables, and firmware updates (Stromer, Nami, Segway).
What does servicing cost?
- Bike service: €35
- Electric bike service: €50 (motor, battery and wiring check included)
- Electrical fault finding: €50, deducted from the quote if you have the repair done with us
- Brake bleed (per brake): €35
- Puncture: €25 — €35 for a hub-geared rear wheel
- Tire replacement (part and labour): from €35
A free, precise quote before any work.
Do you repair brands you don’t sell?
Yes, most common brands. We have the diagnostic tools for Bosch, Yamaha, Brose and Shimano motors. Contact us about rarer systems.
Returns & cancellation
Can I cancel an order?
- Before dispatch: yes, free of charge. Call us as soon as you can.
- After dispatch: the right of withdrawal below applies.
What is the withdrawal period for an online purchase?
Under French law you have 14 days from receiving the product to exercise your right of withdrawal, without giving a reason.
- The product must be unused, in its original packaging, with all accessories
- Return shipping is at your expense (a specialist bike carrier costs roughly €80 to €150)
- Refund within 14 days of receiving the returned product
Full detail on the returns and refunds page.
What if my product is faulty?
The two-year statutory warranty of conformity and the warranty against hidden defects both apply. Contact us straight away with photographs and a description; we take care of the return and the diagnosis. Repair, replacement or refund depending on the case.
Spare parts
Do you have the part for my scooter?
We list over 3,000 electric scooter spare parts for the main brands: Xiaomi, Dualtron, Segway-Ninebot, Kaabo, Nami, Vsett, KuKirin, Speedway, E-TWOW, Urbanglide, Wispeed and more.
See our scooter parts catalogue →
How fast do parts ship?
Parts in stock leave within 24 to 72 working hours. Shipping is shown in your basket, based on weight and volume.
Will you fit the part if I come to the shop?
Yes, our workshop fits parts bought from us, on quotation. Allow €20 to €40 of labour depending on complexity (tire change €15–25, controller €60–80).
Models & brands
Which bike brands do you sell?
- Kellys: mountain, hybrid, city, trekking and junior bikes (Bafang motors)
- Stromer: premium speed pedelecs (ST1 to ST7, 45 km/h)
- Desiknio: design-led urban bikes (MAHLE X35+)
And scooters?
- Nami (Klima, Burn-E, Viper, Blast, Stellar): performance and range
- Segway-Ninebot (F, Max, GT series): urban scooters, road-legal in France
Do you sell derestricted or non-road-legal scooters?
We only sell models that comply with French road rules (25 km/h or less, 500 W or less, 25 kg or less). Some powerful models such as the Nami V2 Cross or the Nami V1 Street are sold for private land only (closed circuit) — this is stated clearly on the product page. Rules differ from one country to another: check what applies where you ride.
Contact
How do I reach you?
- Address: 26 rue de Sélestat, 67210 Obernai, Alsace, France
- Telephone: +33 3 88 04 85 61
- E-mail: contact@veloshop-obernai.com
- Opening hours: Tuesday to Saturday, 9:30–12:00 / 13:00–18:30 (Closed Sunday and Monday)
- Form: contact page
What language do you answer in?
English, French or German — whichever you write in.
Are you open on public holidays?
Usually not. Check our Google listing for upcoming special hours.
Another question? Write to us or come and see us in the shop. We always take the time to give a proper answer.
