Shipping & Returns
Shipping Policy
Shipping Cost
Free shipping on orders over ï¿¡100.
Estimated Shipping and General Delivery Times
Order Processing: Most in-stock products are processed within 1-2 business days. Orders placed on Saturdays, Sundays, or holidays will be processed on the next business day. After processing, orders are shipped via DPD or another major carrier. Once your order ships, you will receive an automated email with your tracking details.
General Delivery Times:
Order Processing: Most in-stock products are processed within 1-3 business days. Orders placed on Saturdays, Sundays, or holidays will be processed on the next business day. After processing, orders are shipped via DPD or another major carrier. Once your order ships, you will receive an automated email with your tracking details.
General Delivery Times:
E-Bikes: Expected delivery within 1-10 business days, depending on your location.
Accessories: Shipped from China, with an estimated delivery time of 15-20 business days, depending on your location.
Pre-Order Shipping: For pre-order items, the total shipping time is calculated by adding the estimated shipping date on the product page to the standard delivery time for your region.
Important Notes on Delivery Times
Carrier Handling and Delivery Date Management: Once the carrier has your package, we cannot control the delivery date. Delays may occur, but the package typically arrives as indicated by your tracking number.
Remote Area Deliveries: Deliveries to remote areas may take longer. The estimated delivery time will vary based on your address.
Clarification on Delivery Estimates: Any delivery date we provide is an estimate. We are not liable for loss or damage due to unavoidable delays.
Handling of Returned Packages: If a package is returned due to failure to pick it up on time, incorrect address, or other reasons, we reserve the right to charge you twice the delivery cost for redelivery or refund.
Possible Delays Due to Special Circumstances: Shipping times may be longer during peak order periods, new product releases, or restock periods. We will update you on these conditions on the product page and via email. We strive to process orders promptly and appreciate your understanding if delays occur.
Return & Exchange Policy
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items:
Helmets
Clothing
A receipt or proof of purchase is required to complete your return. Please do not send your purchase back to the manufacturer.
Partial Refunds
Partial refunds may be granted for:
Items not in original condition, damaged, or missing parts due to reasons not caused by us
Items returned more than 30 days after delivery
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@electricphoenix.co.uk.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need an exchange, please contact our customer service team first at sales@kelstar.ie. Once approved, we’ll provide the return address. Please note that items sent back without prior approval will not be accepted.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To initiate a return, please contact us at sales@kelstar.ie. Once approved, we will provide the return address. Please note that items returned without prior approval will not be accepted.
Return shipping costs are your responsibility and are non-refundable. If you receive a refund, the return shipping cost will be deducted.
For more expensive items, consider using a trackable shipping service or purchasing shipping insurance, as we don’t guarantee receipt of returned items.
Need help?
Contact us at support@electricphoenix.co.uk for questions related to refunds and returns.