FAQ

KingRide is the trading name of KESTREL COMMERCE LTD, a UK-registered private limited company (Companies House registration 17221260). We are a German-focused retailer of premium electric bicycles, with our European warehouse located in Leisnig, Saxony.

We are not a manufacturer. Our role is to import authentic e-bikes from authorised brand partners, store them locally in Germany, and provide German customers with fast local shipping, German-language support, EU-compliant warranty handling, and DDP-included pricing.

KingRide is the officially authorised European reseller of PIXAR electric bicycles. We hold direct authorisation from the manufacturer. You can view our authorisation certificate on our About Us page.

We may expand to additional brand partnerships in the future. Follow us or subscribe to our newsletter to be notified.

Every bike we sell is sourced directly from the manufacturer via our official reseller authorisation. We do not source from third-party importers, online resellers, or grey-market channels.

If you want to verify our authorisation status, you can:

• View our authorisation certificate on About Us
• Contact the manufacturer (PIXAR) directly
• Email support@kingride.shop for additional documentation

Our European warehouse is at Friedrich-Bernhardt-Straße 7, 04703 Leisnig, Germany (Sachsen). All orders ship from this location, and all returns must be sent here using the prepaid label we provide.

Our registered office is in the United Kingdom (Manchester). The UK address is for legal/administrative purposes only — please do not send returns or correspondence there.

Yes. All bikes we sell are Pedelecs (EPACs) — pedal electric cycles legally classified under EU Regulation 168/2013, category L1e-A:

• Motor power: 250 W (continuous rated)
• Maximum assisted speed: 25 km/h
• Motor only assists when you pedal

This classification is legally identical to a regular bicycle in Germany. No driver's licence, no registration, no insurance plate (Versicherungskennzeichen). You may ride on all bicycle paths (Radwege).

Every bike we sell is certified to the following EU standards:

• CE marking — EU health, safety, and environmental compliance
• EN 15194:2017 — European standard for electrically power-assisted cycles
• RoHS — restriction of hazardous substances

Certification documents are held by the manufacturer and available on request.

Helmets are not legally required for Pedelec riders in Germany, but we strongly recommend wearing one for safety. EU statistics show helmet use reduces serious head injury risk by 60–70%.

• Credit / debit cards: Visa, Mastercard, American Express
• PayPal
• Klarna (3 interest-free installments)
• SOFORT / Giropay
• SEPA Direct Debit
• Apple Pay / Google Pay / Shop Pay

All payments are processed via PCI-DSS certified providers (Shopify Payments, PayPal, Klarna). We never store full card details on our servers.

Yes. Klarna offers 3 interest-free installments on all our bikes. The amount is split into 3 equal monthly payments at 0% interest. Klarna performs a soft credit check that does not affect your credit score.

Yes. All displayed prices are final prices including 19% German VAT (MwSt.). The price you see at checkout is the price you pay. No customs duties, no import VAT, no handling fees on delivery.

Yes. Every order automatically receives a German-format VAT invoice (Rechnung mit ausgewiesener Mehrwertsteuer) by email after dispatch. Business buyers can use this invoice for input VAT deduction (Vorsteuerabzug). For special invoice formats (different billing address, company name), email support@kingride.shop before placing your order.

Yes. Our site uses SSL encryption (HTTPS) throughout. Payment data is processed by Shopify Payments (Stripe), PayPal, and Klarna — all PCI-DSS Level 1 certified, the highest payment security standard.

You can cancel within 2 hours of placing the order for a full refund — email support@kingride.shop immediately. After 2 hours the order enters our dispatch process and cannot be cancelled, but you can use our 30-day return window after receiving the bike.

Currently we ship only within Germany. We plan to expand to other EU countries in late 2026. To be notified when shipping opens to your country, email support@kingride.shop.

• Saxony, Saxony-Anhalt, Thuringia, Brandenburg, Berlin: 1–2 business days
• Bavaria, Baden-Württemberg, Hessen, NRW, Lower Saxony: 2–3 business days
• Northern Germany, Rhineland-Palatinate, Saarland: 2–4 business days
• German offshore islands (Sylt, Norderney, etc.): 4–6 business days

Orders placed before 14:00 CET on a business day are dispatched the same business day. Orders after 14:00 CET, on weekends, or on German public holidays are dispatched the next business day.

Yes. Free standard shipping on all orders within Germany — no minimum order value, no surcharges, no fuel fees, no oversized item fees. Carrier is DHL or DPD.

No. Because we ship from within Germany (Leisnig) to German addresses, your order does not cross any borders and is not subject to customs procedures. German VAT is already included in the price you paid at checkout.

Once your order is dispatched, you receive a tracking number by email within 24 hours. Track in real time via the DHL or DPD portal, or through the link in your shipping confirmation. If you don't receive a tracking number within 2 business days, email support@kingride.shop.

Yes. Bike deliveries require a signature upon receipt (Empfangsbestätigung). If you're not home, DHL/DPD will leave a Benachrichtigungskarte and attempt redelivery up to 3 times. You can also nominate a Packstation or DPD Paketshop at checkout.

Yes — 95% pre-assembled. You'll need to attach the front wheel, pedals, and adjust the saddle. Total setup time: ~15 minutes. A complete toolkit and step-by-step manual are included in every box. If you prefer professional assembly, your local Fahrradwerkstatt typically charges €30–€60.

Within 48 hours of delivery: photograph the packaging from all sides, photograph any product damage, and email photos to support@kingride.shop. We arrange free replacement parts or full unit replacement at no cost to you. Do not refuse the delivery — accept it and report damage to us directly.

You have two overlapping return windows:

• 14 calendar days statutory withdrawal (Widerrufsrecht) — under § 355 BGB. No reason required. Full refund of bike price + original shipping.
• 30 calendar days voluntary return — our extended window. Bike must have odometer under 80 km and be in original condition with all packaging.

See our full Return Policy for complete details and conditions.

1. Email support@kingride.shop with your order number, reason for return, and current odometer reading
2. Within 1–2 business days we reply with an RMA number and a prepaid DPD return label
3. Pack the bike in its original box, affix the label, and schedule pickup with DPD (or drop at a DPD Paketshop)
4. Once we receive and inspect the bike (2–3 business days after pickup), we process your refund

KingRide pays all return shipping within Germany. You will not pay anything to send the bike back. A prepaid DPD label is provided.

No restocking fee. 100% of the bike price is refunded for eligible returns within the 14-day statutory window or the 30-day voluntary window.

Once we receive and inspect the returned bike, refunds are processed back to your original payment method:

• PayPal: 1–3 business days
• SEPA / SOFORT: 3–7 business days
• Credit/debit card: 5–10 business days
• Klarna: adjusts future installments and refunds any amount already paid

All returns go to our German warehouse:

KingRide Returns Center
Friedrich-Bernhardt-Straße 7
04703 Leisnig
Deutschland

Only use the prepaid label we provide via email. Do not send returns to our UK office — it cannot receive shipments.

All our e-bikes come with a 2-year commercial warranty (24 Monate Gewährleistung) covering manufacturing defects in:

• Frame and front fork
• Motor and battery
• Electronic components (display, controller, wiring)
• Brake calipers and drivetrain

This is in addition to your statutory rights under § 437 BGB and EU Directive 2019/771.

• Wear parts (Verschleißteile): chains, tires, brake pads, cables, grips, light bulbs
• Accidental damage from crashes, drops, or water immersion beyond IPX5
• Unauthorised modifications: firmware changes, motor de-restriction, third-party batteries
• Theft or loss after delivery
• Cosmetic wear from normal use

Email support@kingride.shop with your order number, photos of the defect, and a brief description. We resolve most claims within 5–10 business days via spare-part shipment from our Leisnig warehouse, or full-unit replacement when needed.

Yes. We stock common spare parts at our Leisnig warehouse — batteries, chargers, brake pads, tubes, lights, and accessories. Contact us for availability and pricing. Spare parts for warranty claims are shipped free of charge.

Any qualified Fahrradwerkstatt in Germany can service our bikes — standard bicycle components (Shimano drivetrain, hydraulic brakes, KENDA tires) are widely supported across Germany. For motor or electronic system issues, contact us first — most cases are resolved via spare parts or remote diagnostics.

No. You can check out as a guest using just your email and shipping address. Creating an account is optional — it lets you track orders, save addresses, and request VAT invoices faster.

We comply fully with the EU and German GDPR (DSGVO). We collect only the data needed to process and deliver your order. We do not sell your data. You have the right to access, correct, or delete your data at any time. See our complete Privacy Policy for details.

Click "unsubscribe" at the bottom of any marketing email, or email support@kingride.shop with "unsubscribe" in the subject. Unsubscribing is immediate. Note: order/shipping confirmation emails are transactional and not affected.