Frequently asked questions

Can I try before I buy?

Yes. 

You are very welcome to visit our showroom and test ride any of our e-bikes, but if you'd rather not make the journey to Suffolk you can test ride your e-bike when it is delivered by our expert staff. If for some reason you're not happy with it we will give you a 100% quibble-free refund. (see our 'Service Packages' for more details on delivery and test ride options).

How can I keep my e-bike secure?

Electronic security - SPARTA & KOGA models:

The removable display unit fitted to all Sparta and Koga e-bikes (with the exception of the SPARTA Country Tour) functions as an electronic immobiliser – once removed the bike won’t go.

In the unlikely event that your e-bike is stolen the only way to make it work again is for us to fit and register a new display unit. To do this your e-bike must be connected to our computer terminal, whereupon computer software automatically interrogates the motor and battery for the rightful owner’s details (these are stored in the display unit, motor and battery when we first register the e-bike). If it is not you standing with a cup of tea watching this intriguing process we will not fit a new immobiliser. We will contact you to tell you your e-bike has been ‘found’, and the police to report the incident.

Mechanical security - SPARTA & KOGA models:

Every e-bike has a built-in hardened steel mechanical rear wheel lock. These are deigned to work in conjunction with a special chain (see Accessories), one end of which fits neatly into the body of the lock, while the other is secured to a sturdy post or bike rack. Our e-bikes are supplied with two keys.

Electronic security – HAIBIKE & HERCULES models:

The removable display unit fitted to all HAIBIKE & HERCULES e-bikes (with the exception of the HERCULES folder) functions as an electronic immobiliser – once removed the bike won’t go.

In the unlikely event that your e-bike is stolen the only way to make it work again is for us to supply and fit a new display unit – available only from the manufacturer having first verified the rightful owner’s details.

Mechanical security - HAIBIKE & HERCULES models:

A range of high quality chain, cable and ‘D’ locks can be found in Accessories.

Note: In all the years we have been selling, hiring and leasing e-bikes we have not had or heard of one being pinched.

How much setting up is required?

None.

Your bike is delivered to your door fully assembled and tested. Before your first test ride our staff will spend time with you making sure everything is adjusted perfectly to suit your preferred riding position and style.

How do I get my e-bike serviced?

If you have purchased our SILVER or GOLD Service Package, simply call or email us to arrange a convenient date for one of our technicians to visit and service your e-bike.

If you did not purchase a Service Package you have 3 options:

1. Buy a Service Package from our Accessories page.
2. Bring your e-bike to us for servicing (standard service charge is £40 including VAT). 
3. Take your ebike to a quality local bike workshop and ask them to contact us for guidance on correct servicing procedure. Note: failure to follow correct procedure may invalidate manufacturer's warranty.

 

How often should my e-bike be serviced?

We recommend servicing once a year or every 3000 km, whichever occurs sooner.

Koga and Sparta regularly release software updates for their ebikes - it is not essential to upgrade your ebike but it will improve performance and efficiency.  The latest software version is installed as a matter of course when we service your bike. 

Our e-bikes are built to a quality standard - not a price, so will last a lifetime if well maintained, so do check things like tyre condition and pressures, chain lubrication, brake adjustment and control cables regularly.

Do you have a helpline?

Yes.

Telephone: 01728 830 817

Email: info@justebikes.co.uk

Do you supply spare parts?

Yes.

We can supply and fit spare parts for all our e-bikes including replacement batteries and chargers. One of the great advantages of buying (and selling!) quality EU manufactured e-bikes is the speed with which spare parts arrive - usually next day by DHL or UPS. And they always fit.

Why don't Justebikes sell cheaper e-bikes?

Because they perform poorly and have proven unreliable!! - so cost much more in the long run (or worse still end up rusting in the shed behind the lawn mower unused).

As with most things in life, you get what you pay for. Our Dutch and German machines are dependable and built to very high quality standards and are far better value than cheaper 'built-to-a-price' machines.

Can 300,000 Dutch men and women be wrong? The Dutch know a thing or two about bicycles and there are over 300,000 Sparta e-bikes whizzing round Holland today.

If you'd like to spend less, have a look at our used e-bike section. You will find a range of second hand, ex-rental and ex-demo e-bikes, all 'built-to-a-quality-standard' by Europe's finest manufacturers. 

How can I be sure I have ordered the right size bike?

Easy.

If you're not sure which frame size is right for you follow these simple four steps:

1. Select e-bike model
2. Enter your height or inside leg measurement
3. Enter your preferred riding style
4. Click "Find My Frame Size"

...and that’s all there is to it.

Note. If you know your height to leg length ratio is about average, using your height is accurate enough to be sure of the correct frame size. If you're not sure then enter your inside leg measurement.

For the avoidance of doubt your inside leg is measured from the floor (no shoes) to the very top of your inside leg. This measurement can be quite tricky to take on your own - ask a close friend to help! If you have any doubts please don’t hesitate to call us.

Telephone: 01728 830 817

How can I pay for my e-bike?

We can accept online payments via Visa, Mastercard, Delta, Solo, and Maestro. If you would prefer to pay by cheque, bank transfer or by card over the phone, please contact us by email or telephone.

Email: info@justebikes.co.uk

Telephone: 01728 830 817

When will I receive my e-bike?

We carry the largest stock of HAiBIKE, SPARTA and KOGA e-bikes in the UK and most orders can be fulfilled from stock and be delivered to your door by our staff within 7 working days.

Once your order has been processed you will receive an order confirmation via email - or telephone if you selected this option at checkout - within 3 hours*. This will include a suggested delivery date and time.

If you are happy with the proposed delivery time you don't need to do anything else - we will telephone you the day before delivery to make sure you will be in to receive your e-bike and have set time aside for us to show you how your e-bike works and for your first test ride.

If your chosen model and frame size should be temporarily sold out, your order will automatically secure one from the next available consignment. The order confirmation will include details of when the next consignment will arrive at our headquarters and provisional date and time for our staff to deliver your e-bike. We will also contact you to discuss the merits of other models of similar performance, frame type and size that are available sooner from stock.

*or before noon the next working day if your order was placed outside normal working hours.

How do e-bikes work?

Energy is supplied from a rechargeable battery which provides power to an electric motor mounted in the frame or in the front or rear wheel. In high quality EU-manufactured models the assistance level is directly proportional to the amount of effort applied to the pedals.

The experience is similar to that of riding a conventional bike, but the effort required is much less - on full power you can whiz along at 25mk/h and it seems the effort required by you amounts to no more than the weight of your shoes on the pedals.  No jolts, no shocks - just like riding a bike only much easier!  See our What Is An eBike section for more details.

How fast will it go?

As fast as you can pedal!

The electrical assistance can whiz you along at 25km/h - which is much faster than most can or do pedal a conventional bicycle - but by law the assistance must drop off at this point so if you'd like to go faster you can but you're on your own!

How far will it go?

Range varies depending on what type of battery your e-bike has and what level of assistance you choose. For example, on a flat road the KOGA E-Runner can travel 65 miles in ECO mode and 28 miles in MAXIMUM POWER mode.

If you'd like to go further fear not - with the exception of the Hercules folding model, the range of all our e-bikes can be doubled by adding a second battery or range extender (see Accessories for details).

Note. Range is also affected by variables such as rider weight, road conditions, terrain, and wind direction. If you'd like to discuss a particular route to work or Alpine mountain pass please don’t hesitate to call or email us for advice.  

How hard do I have to pedal?

On a flat road our e-bikes will cruise at 25km/h with little more than the weight of your shoes on the pedals.

How long does it take to recharge the battery?

Between 2 and 2.5 hours from flat to fully charged.

Batteries fitted to our e-bikes have no 'memory effect' so don't need to be flat before you recharge -  you can top-up any time you like without fear of damaging or reducing the long term life of the battery.

How much does it cost to recharge the battery?

About 2 pence.

Do I need a license? Do I have to pay for road tax or an MOT, wear a cycle helmet, or take out insurance?

No. No, No, and No.

Because our e-bikes are made in Europe they comply with the EU legislation that classifies them as bicycles, so you don't need a license, road tax, an MOT or insurance.

Note. For some people and in some circumstances insurance and a helmet is a good idea. For insurance see our GOLD Service Package; for a helmet see Accessories.

How old do I need to be to ride an e-bike?

Only 14!

Anyone 14 years of age or older can ride an e- bike on Highways in Great Britain.

Children are allowed to ride our SPARTA Tandem e-bikes if the person in control (front seat) is 14 or over.

If you'd like to take youngsters with you please see our SPARTA KARGO, or Accessories for trailers, tag-alongs and child seats.

I'm in a hurry! How do I get faster delivery?

If you just can't wait and would rather not travel to Suffolk to pick up your ebike,  please email or telephone us: Next day delivery can be arranged!

Email: info@justebikes.co.uk

Telephone: 01728 830 817

How will I know my order was placed successfully?

Once your order has been processed you will receive an order confirmation via email - or telephone if you selected this option at checkout - within 3 hours*. 

You can also view your order by logging into Your Account.

*or before noon the next working day if your order was placed outside normal working hours.

If I change my mind can I cancel my order?

Yes, right up to the very last minute.

You can cancel your order at any time. Simply call or email to discuss an alternative model or to get a full refund.

Note:  After you have inspected the e-bike, completed the test ride, and agreed that the one we have delivered is the right e-bike for you, the sale will be complete. Please be sure you are happy with everything before we leave as we cannot accept returns or give refunds once our delivery staff have driven away unless the e-bike can been shown to have a design or manufacturing fault. We then retain the right to determine the appropriate remedy, be that on-site repair or replacement of a part, a replacement e-bike, or full or partial refund.

Can I take my e-bike on a train?

Yes.

e-bikes are treated in exactly the same way as conventional bikes. Different train operating companies have different rules for carrying bicycles, so best to check with them before your journey but as a general rule bikes travel free and folding bikes are best for peak travel times. 

If the lights are powered by the e-bike's main battery, what happens when the battery runs out?

The motor automatically turns into a dynamo to power lights in the event the battery is flat.

Does the extra weight make it difficult to cycle without assistance?

No.

Modern e-bike batteries are very light and few people notice the difference between riding a conventional bike and an e-bike with the assitance switched off.

Do e-bikes recharge their batteries when you pedal or when you brake?

No.

To recharge the battery through pedal power would mean pedalling much harder - something to be avoided!

Regenerative braking works well on a 20 ton bus but the combined mass of rider and e-bike is not great enough to warrant the integration of such technology - it would increase your range by around 3% but cost a great deal more - far better to spend the money on quality battery technology in the first place or a second battery if you'd like to travel further.