questions about our company, products and policies
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. General Questions
2. Products
3. Delivery
4. Contacting Us
1. General Questions
What is your return policy?
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order and we'll ask you for it when you contact us.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact us at info@ebikesdirect.co.nz as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, our bikes are available at an ever-growing number of retailers across New Zealand, and we offer free delivery to 80% of the country. You can view our retailers here.
Where can I get the eBike serviced?
Our eBikes use Shimano drive and electrical systems, Shimano brakes and gears and other name-brand components. Shimano is the world's biggest bike component company and its eBike drive systems are amongst global leaders. So any reputable bike shop in New Zealand will have Shimano trained mechanics and skills to service and support your eBike. We also stand behind our products and supply dealers with parts and support as needed.
2. Returns and Exchanges
Returns policy
We offer returns within 30 days of you receiving your eBike, provided the eBike is undamaged and in an as new condition.
What does 'As New' mean?
The condition in which you received the bike. No dings, no scratches, no blemishes or damage to the frame or components. Don't worry about natural wear and tear on the tyres.
1. What eBikes do you stock?
Ebikes Direct is the exclusive New Zealand distributor for the eBike brands of Swiss E-Mobility Group from Zurich, which include Cilo, Simpel, EGO Movement and Allegro. Our first brand to launch in Aotearoa is Cilo, one of Switzerland's most renowned eBike brands of the last hundred years. There's more to come in 2025, so make sure to sign up to our mailing list to be the first to hear!
Unsure where to start? Why not take use our eBike selector tool to see if we have the right eBike for you? If we don't have anything suitable, don't worry... we won't try and flog the wrong eBike for you.
Product Availability & Out of Stock Products
Occasionally, an item may be temporarily out of stock. If you're after a particular eBike, please contact us and we will be in touch to let you know when it will be back in stock.
Shipping & Delivery
How much is shipping?
We offer FREE shipping on all eBikes to urban areas across both the North and South Islands. All in all, we cover about 80% of the country. You can view our shipping information on our Shipping page. If your local area isn't serviced - get in touch and we'll see what we can do.
How long does delivery take?
Delivery is typically within two weeks of placing your order, but could be up to three weeks. We'll be in contact with you after you place your order to confirm likely delivery time.
Are eBikes delivered assembled?
Yes, unlike other direct eBike companies, we deliver fully built eBikes that are ready to ride upon arrival.
Contact us
Contact us via the form on our contact page, or send us an email at info@ebikesdirect.co.nz
If contacting us about an order, please have your order number ready to hand. You should receive it via email when you confirm your order. If you haven't received an email, please check your spam folder.
