FAQ

Is the kit suitable for my bike?

First of all, you have to confirm your rim size. We only provide 26-inch ,27.5-inch and 28-inch (29 inches,700c), and the rim width is 1.5-2.125inches. 

If you are not sure of your rim size, you can click below to confirm the size
https://esoulbike.com/blogs/blog/what-is-the-size-of-my-wheel

Does the price include the extra freight fees, also does it include the VAT?

The price includes VAT and the freight cost.

Can i buy an additional motor or battery?

Of course, you can. If you want a larger battery, you can buy another battery separately. All our products can be sold separately.

What payment methods are supported for payment?

Paypal(Visa/Mastercard/Maestro), JCB, DIscover/Diners Club American
express, giropay, iDEAL, sofortbanking, Bancontact.

Payment Issues

https://esoulbike.com/pages/payment

How do I check my order details?

In the order delivery status, there is an order number. You can directly query the logistics status.
https://geniusq.aftership.com/?page-name=tracking-page

What should I do if I am unsatisfied with the goods and want to return them?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@esoulbike.com. If your return is accepted, we'll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We provide different warranty periods depending on the product part.Please see the table below:

• Item: Warranty period
• Motor: 2 years
• Lithium barrery: 1 years
• Controller display: 1 years
• Charger: 1 years
• Other electric parts: 0.5 years

What can do if something goes wrong with my e-bike conversion kit during the warranty?

If there is a problem with the product during the warranty period, we will find out what the problem is based on your videos and pictures, and then provide a replacement part free of charge. If the product is faulty during the warranty period, we will find out what the problem is based on your videos and pictures and then provide a replacement part free of charge. If the problem cannot be solved by the part in question, we have after-sales service departments in France, Poland and Germany to repair the product.
If the product has a problem outside of the warranty period, we are also willing to help you, but the cost of parts or repairs will have to be paid by the customer.

 

Do you ship to my country?

Free shipping to Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia,Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.

How much is standard delivery/shipping?

Free shipping.

What is the delivery time?

All orders are shipped within 24 hours of placing the order using DHL eCommerce or ePacket, depending on your location and the fastest available service. The typical delivery time frame is between 2 to 7 business days. However, you may receive your items much earlier.

I want to change my shipping address.

After we ship the goods, you cannot modify the address, but you can still change the address by contacting ups, dpd, etc.

How will it get here?

Our transportation is generally random through GLS, DPD, and UPS. Please note the information when placing the order if you want to specify the transportation channel.

When will it arrive?

The typical delivery time frame is between 2 to 7 business days. However, you may receive your items much earlier.

Do I have to pedal to get assistance on my electric bike?

Not necessarily. You can use pedals or turn the throttle to make the bike move. You can use the pedal if you don't want to use the throttle.

How long does it take to recharge the battery?

Charging the battery from empty to full typically takes 5-6 hours. In rare cases, it may take longer to allow the battery management system to balance the battery, mainly when the bike is new or after long storage periods.

Should I completely drain the battery before charging?

No. On many batteries, this is preferred. However, our batteries are high-tech and have built-in mechanisms that protect the battery from overcharging.

Does the Lithium-ion battery require any special care?

Yes, a little. You will need to recharge the battery at least once every 3 months if being stored. Store the battery in a cool and dry place. Also, to state the obvious, do not expose the Lithium-ion battery to water, moisture, or extremely hot or cold temperature.

What happens if my battery runs out?

Some people are concerned that if their battery runs out, they'l likely be stranded somewhere, far from home. The good thing about an electric bike is that it's a bike, first and foremost. That means you can pedal it like any other bike to get you to where you want to go.
If you happen to be out on a particularly long ride and you're using the motor to help you up dozens of hills, and your battery runs out - there's no need to worry. You won't be stranded. You'll have to burn a few extra calories and pedal your way home.

How Far Can I Go (Battery Range)?

• The 36V 13Ah battery offers a range of 30-40 miles.
• The 36V 16Ah battery provides a range of 38-45 miles.
• The 36V 18Ah battery allows for a range of 42-50 miles.
• The 48V 13Ah battery gives a range of 40-50 miles
• The 48V 16Ah battery has a range of 50-60 miles.
• The 48V 19.2Ah battery offers a range of 60-70 miles.
• The 48V 21Ah battery provides a range of 65-75 miles.

How Fast Can I Go?(top speed)

Most of our e-Bike conversion kits reach the top speed of 25 Km/h except the 1500W model, which can reach up to 45 Km/h speeds. These speed limits are set mainly by the laws regulating what is considered a bike. The requirements for bikes that reach a top speed of over 25Km/h might need additional permits and be subject to different traffic laws.

Instructional Videos

https://www.youtube.com/watch?V=yi_-uPuEcww&t=2S

How to install the motor?

All kits have a tire installed, so you can get going quickly.
1. Unbolt and remove your old Wheel
2. Put on the new motored Wheel
3. Tighten the bolts. Check that the Wheel is well secured and spinning freely.

How to install the Battery?

For the Tube battery, just screw it to the existing holes on the downtube. Check that there's enough space for the battery and the cables below.
For the Rack battery, please remove the existing one and replace it with the one included in the kit.
After the Tube or Rackmount is installed, slide the battery in place and lock it.

How to install the Brake sensor?

Install the Break sensor. Please check that the condition of the brake cable is in good condition and that the threads are straight.
The sensor can be installed near the break or the handle. Please note that the sensor arrow needs to point in the direction where the handle is.

Is the Kit compatible with Disc brakes?

Yes, the kit wheel has screw holes for installing the disc. You can see the installation video with a Disc Brake bike here.

Important notes

• If your Original tire's width was in the 1.5-2.125 Inch range. You should have no problems installing the Conversion Wheel.
• Make sure that the Washers are installed in the correct order.
• The lining for the Wheel is Pre-Installed, so you only need to put on the inner tube and tire.
• Install the Wheels to roll in the same direction as the Brake Disc. Finally, check that the Wheel spins freely without touching the Frame or the Brakes causing extra friction.