Frequently Asked Questions (FAQ)
All the answers to our customers' most frequently asked questions: ordering, delivery, warranty, after-sales service, financing, and returns.
Find answers to the most frequently asked questions by our customers at Vélo Shop Obernai here. A question not covered? Contact us directly.
Order & delivery
How to place an order?
You can order online on our website, or come directly to our store at 26 rue de Sélestat in Obernai (67210). In-store, you'll benefit from our personalized advice and a free trial before purchase.
What are the delivery times?
- In stock: shipment within 24 to 72 business hours.
- On order (specific models): 5 to 15 business days depending on the manufacturer.
- Pre-order: delivery time indicated on the product page (generally 3 to 8 weeks).
Home delivery: where and how much?
We deliver everywhere in mainland France:
- Alsace (Obernai, Strasbourg, Sélestat, Colmar, Molsheim, Barr, Rosheim): free delivery for electric bikes and scooters
- Rest of France: delivery by specialized carrier, price according to the product (indicated in the cart)
- Bike delivered assembled, adjusted, and inspected by our workshop before shipment
Can I pick up my order in-store?
Yes, in-store pickup (click & collect) is free and available within 24-72 hours for in-stock products. You'll receive an email/SMS as soon as your order is ready.
Do you deliver abroad?
We deliver to mainland France only. For Belgium, Luxembourg, or Switzerland, please contact us for a personalized transport quote.
In-store trial
Is the trial really free?
Yes, totally free and without obligation. All our in-stock bikes and scooters can be tried in-store; allow 15 to 30 minutes per model. We recommend trying 2 or 3 on the same day for comparison.
Do I need to make an appointment?
Not mandatory — trials are conducted during our opening hours (Tuesday to Saturday, 10 am-12 pm / 1 pm-6 pm). If you want to make sure a specific model is available, you can call us at 03 88 04 85 61 to reserve it.
What documents are required for a trial?
An ID (identity card, driving license, or passport). No deposit is required for an in-store trial.
Payment & financing
What payment methods do you accept?
- Bank cards (Visa, Mastercard, American Express)
- PayPal
- Apple Pay, Google Pay
- Bank transfer (for large amounts or professional orders)
- Cash in-store (within legal limits)
Do you offer payment in installments?
Yes: 4x interest-free with PayPal, directly at online checkout (carts from €30 to €2,000). Very soon: 3x or 4x by credit card up to €6,000. In-store: financing up to 24 monthly installments, subject to application and eligibility.
Are there any aids or subsidies for buying an electric bike?
Several aids can reduce your bill in 2026:
- National ecological bonus (subject to income conditions)
- Grand Est regional premiums (variable)
- Municipal aids (depending on your municipality, some towns in Bas-Rhin offer up to €500)
Ask us in-store, and we'll guide you to the aids that match your situation.
Warranty & workshop
What warranty applies to electric bikes?
Standard manufacturer's warranty:
- Frame: 2 to 10 years depending on the brand (Kellys 5 years, Stromer 10 years on aluminum frame)
- Battery: 2 years (to be checked model by model)
- Motor: 2 years
- Wear components (chain, brakes, tires, pads): not covered by warranty, lifespan depends on usage
What about electric scooters?
- Chassis: 2 years
- Battery: 1 to 2 years depending on the model
- Motor: 1 to 2 years
- Wear components: not covered
Do you repair in case of breakdown?
Yes. Our in-house workshop in Obernai handles:
- Periodic maintenance (derailleur adjustments, brakes, battery check)
- Electrical diagnostics (motor, battery, controller, display)
- Mechanical repairs (spokes, transmission, suspension)
- Replacement of tires, pads, cables
- Firmware updates (Stromer, Nami, Segway)
How much does maintenance cost?
- Full diagnostic: €49
- Standard service (electric bike): €89 to €129 depending on condition
- Battery replacement package: price on a case-by-case basis
- Tire replacement (part + labor): from €35
Free and precise quote before any intervention.
Do you repair brands you don't sell?
Yes, for most common brands (Décathlon, Moustache, Cannondale, BH, Riese & Müller, etc.). For Bosch, Yamaha, Brose, Shimano motors, we have the diagnostic tools. Contact us for rare motorizations.
Returns & cancellation
Can I cancel an order?
- Before shipment: yes, no charge. Contact us quickly by phone.
- After shipment: see withdrawal conditions below.
Withdrawal period for online purchases?
In accordance with French law, you have 14 days from receipt of the product to exercise your right of withdrawal, without having to give a reason.
- The product must be unused, in its original packaging, with all accessories
- Return shipping costs are your responsibility (specialized bike transport averages €80 to €150)
- Refund within 14 days after receipt of the returned product
What about in-store purchases?
According to French law, no legal withdrawal period applies to in-store purchases (article L221-1 of the Consumer Code). However, we offer an amicable arrangement for changes of mind within 7 days, provided the product is in new condition.
What if my product has a defect?
Legal guarantee of conformity (2 years) and guarantee against hidden defects. Contact us immediately with photos/description; we will handle the return and analysis. Repair, replacement, or refund as appropriate.
Bike rental
Do you offer rentals?
Yes, on certain models. Availability varies by season.
- Half-day: €25 to €35
- Full day: €45 to €60
- Weekend: €80 to €110
- Week: €200 to €280
Conditions: ID + deposit (credit card imprint). See details on the Rental page.
Can I buy the bike I rented?
Under certain conditions, the rental cost can be deducted from the purchase price if you decide to buy the model afterward. Ask us for details.
Spare parts
Do you have parts for my scooter?
We stock over 2,000 electric scooter spare parts for major brands: Xiaomi, Dualtron, Segway-Ninebot, Kaabo, Nami, Vsett, KuKirin, Speedway, E-TWOW, Urbanglide, Wispeed, and more.
See our scooter parts catalog →
Do you ship parts anywhere in France?
Yes, fast shipping (24 to 72 business hours) throughout mainland France. Shipping costs indicated in the cart according to weight/volume.
Do you install parts if I come to the store?
Yes, our workshop installs parts purchased from us, on quote. Expect €20-€40 for labor depending on complexity (tire change: €15-€25, controller: €60-€80).
Models & brands
What bike brands do you sell?
- Kellys: Mountain bikes, hybrid bikes, city bikes, trekking bikes, junior bikes (Bafang motors)
- Stromer: premium speed pedelecs (ST1 to ST7, 45 km/h)
- Desiknio: designer urban bikes (MAHLE X35+)
- O2Feel: French brand (Shimano EP6)
And for scooters?
- Nami (Klima, Burn-E, Viper, Blast, Stellar): performance and range
- Segway-Ninebot (F, Max, GT series): road-legal urban scooters
Do you sell de-restricted / non-homologated scooters?
We sell only models compliant with French public roads (≤ 25 km/h, ≤ 500 W, ≤ 25 kg).
Certain powerful models like the Nami V2 Cross or the Nami V1 Street are sold for private land use only (closed circuit) — this is clearly indicated on the product sheet. Read our article on French scooter regulations.
Contact
How to reach you?
- Address: 26 rue de Sélestat, 67210 Obernai (Alsace)
- Phone: 03 88 04 85 61
- Email: contact@veloshop-obernai.com
- Hours: Tuesday to Saturday, 10 am-12 pm / 1 pm-6 pm (closed Sunday and Monday)
- Form: contact page
Are you open on public holidays?
Generally not. Consult our Google listing for upcoming special hours.
Another question? Write to us via the contact form or come visit us in-store. We always take the time to advise you well.
Need personalized advice?
Our team at Vélo Shop Obernai (26 rue de Sélestat, 67210) welcomes you from Tuesday to Saturday, 10 am-12 pm and 1 pm-6 pm. Free trials and expert advice on site.
Scooter regulations 2026
What are the rules for riding an electric scooter in 2026?
The essentials: maximum 25 km/h on public roads (mandatory restriction), minimum 14 years old, mandatory civil liability insurance, no sidewalk use, only one passenger. All our scooters are delivered configured according to regulations. Full details are in our 2026 scooter law guide.
Is a helmet mandatory for scooters?
Not in urban areas for a device restricted to 25 km/h (strongly recommended), but mandatory outside urban areas, as is a reflective vest at night. Front/rear lights and an audible warning device are permanently mandatory.
Bike rental
How to rent a bike at Vélo Shop?
Book online on our rental page: muscle bike €30/day, electric bike €45/day, electric mountain bike €65/day — 1 week = the price of 3 days. Helmet and anti-theft device included, bike adjusted to your size upon departure, free cancellation up to 48 hours before.
Can I rent on Sunday?
The store is closed on Sunday and Monday, but Sunday pickup is possible by reservation. Ideal for the Wine Route or Mont Sainte-Odile — ask us for itinerary ideas starting from Obernai.