Help & FAQs

We currently ship to mainland European Union countries and the United States. Shipping availability may vary depending on the product and destination. If you are unsure whether we can deliver to your location, please contact our customer service team before placing your order.

Orders are usually processed within 1–2 business days after confirmation. Electric scooters and e-bikes typically arrive within 1–5 business days, while accessories usually take around 6–15 business days. Delivery times may be slightly longer during peak seasons or due to carrier delays.

Once your order has been shipped, a tracking number will be sent to your email or made available in your account. You can use the tracking information provided to follow the latest delivery status. We work with carriers such as DHL, UPS, DPD, and other trusted logistics partners depending on the destination.

Shipping is currently free unless otherwise stated on the product page. For deliveries within the EU and UK, applicable VAT and duties are already included in the product price, so no additional charges are normally required at checkout.

If your package is lost or arrives damaged, please contact us as soon as possible. For damaged deliveries, keep the original packaging and take clear photos of the package, shipping label, and damaged product. We will work with the carrier to investigate the issue and provide an appropriate solution.

Please contact our customer service team before sending any product back. Provide your order number, the reason for the return, and any relevant photos or videos. Our team will review the request and provide further instructions.

Yes. We strongly recommend keeping the original box, protective foam, accessories, and other packaging materials, especially for electric scooters. Original packaging helps protect the product if transportation or a return is required.

Return eligibility depends on the condition of the scooter and the applicable return policy. Please contact our support team before returning a used scooter so we can review the situation.

Refund processing begins after the return or cancellation has been approved. Depending on your payment provider, additional processing time may be required before the funds appear in your account.

KuKirin scooters may have a certain level of water resistance depending on the model, but they are not designed to be fully waterproof. Light rain or wet roads may be manageable on some models, but riding in heavy rain, deep puddles, or flooded areas should be avoided.

Water entering the display, controller, motor, battery compartment, or charging port can cause electrical damage. Never use a pressure washer to clean the scooter, and make sure the charging port is completely dry before charging.

Maximum speed can vary depending on battery level, rider weight, road slope, tire pressure, wind, temperature, riding mode, and local speed settings. Performance may also decrease when the battery charge becomes low.

The maximum speed shown in product specifications is generally measured under specific test conditions, so actual riding speed may differ during normal use.

Before riding, check that the tires are properly inflated and free from visible damage, the brakes work correctly, the folding mechanism and handlebar are securely locked, and there are no loose bolts or unusual noises.

Also check the battery level, lights, throttle, and display. If you notice a warning code, damaged cable, loose component, or abnormal braking or steering, do not continue riding until the issue has been inspected.

Yes. We recommend fully charging the scooter with the original compatible charger before your first ride.

Check that the wall outlet is working and that the charger and charging connector are properly connected. Inspect the charger indicator and charging port for anything unusual. If the scooter still does not charge, stop troubleshooting and contact technical support.

Store the scooter in a cool, dry environment and avoid leaving the battery completely empty for long periods. Check and recharge the battery periodically during extended storage.

Yes. Lithium batteries can temporarily provide less usable capacity at low temperatures, which may reduce acceleration and riding range. Performance normally improves again when the battery returns to a moderate temperature.