We will send you an invoice within 30 minutes of your order via order confirmation email, if you don’t receive it you can feel free to contact our customer service team to get it.
Are there any promotions or coupons?
Yes, we have promotions and coupons regularly. Please continue to pay attention to our official website or contact customer service directly to get coupons.
How long is the warranty?
Different parts has different warranty, please check out the warranty policy for more details: https://easwe.co.uk/warranty
What should I do if there are after-sales problems?
Easwe offers 5-year frame warranty, check our Warranty Policy for more details. If you have any questions about our products, please feel free to contact us.
May I customize my product before it ships?
No, we do not currently offer customization of any kind.
Can I get a quote?
The prices of our products are listed on our website. You’ll see an overview of the total costs, including shipping, at the checkout page when placing an order. We cannot provide individual quotes outside of this.
How can I cancel my order?
Cancellations are possible up until the moment our Warehouse team starts preparing your order for shipment. Please get in touch with our Customer service team. And provide your order number. Once your cancellation has been confirmed, you’ll receive your refund within 1-2 days to the same account you used to place the order.
Please note that cancellations are not supported for orders that have already been shipped!
Is the battery affected by colder temperatures?
Outside temperatures can influence battery performance. The range and power output of a battery will always be best in mild weather.
When do I get the invoice for my order?
Where can I see my order status?
You can check your order status in your Easwe account. If you don’t already have a Easwe account, go to https://www.easwe.co.uk/ to create one. When you are logged in, go to the ‘My Account’ tab to see the status of your order.
Can I change the order product/information?
Of course, but only before the order is shipped, usually within 24 hours after you get the order number,
you can send a request to [email protected] to change the product or shipping information, and we will help you change it immediately.
How do I know that the order has been successfully placed?
When your payment is successful, you will automatically receive an order confirmation email in the mailbox you left, containing the order number with “#”.
If you still fail to receive it within 24 hours after the payment is successful, please contact [email protected] for help.
Can I cancel an order for personal reasons?
Sure, your order can be canceled before the goods are dispatched.
1.If you haven’t received the shipping notification, you can cancel or modify this order by contacting our customer service by email. Our customer service will help you cancel or modify the order within 24 hours after receiving your email.
2.If you have received the shipping notification, please note that we cannot cancel or modify orders anymore. Therefore, please wait for your package to arrive and you may either keep it or contact us to return to a refund.
How long will the delivery take?
After receiving the order, our warehouse will ship within 1-2 business days. The estimated delivery time is 2-3 business days.
Do you offer free shipping?
Yes, all orders come with free shipping.
How can I track my order's delivery progress?
Once your order has been shipped, you will receive an email with the logistics notification. The email will include the carrier, tracking number, and tracking link.
You also can track your order at https://easwe.co.uk/parcel-panel/
Can I pick up my product in warehouse?
This is our shipping policy for your reference https://easwe.co.uk/shippingYou’ll receive a track & trace email once your order has been shipped. It can take up to 24-48 hours for our shipping partners to calculate the expected delivery date and time.
Can I change my delivery address?
If your order hasn’t been shipped yet and you would like to change your delivery address, just let us know.
My Track & Trace link is not working
When you receive our Track & Trace email, it means that your order has left our warehouse.If your Track & Trace does not update within 24 hours, please contact our Customer Service Team.（Except weekends!）
How to make changes to your delivery?
Not at home during the expected delivery date or do you want to change the delivery address? You’ll need to check your current order status in your account, to know who to contact.
If your order status is before ‘Shipped’: Contact [email protected]
If your order status is after ‘Shipped’: Contact our delivery partner. You can find their contact information in the email we sent you to confirm we had shipped your order.
Can I choose my delivery date and/or time?
It’s not possible for you to choose/change the delivery date and time.But if you are not convenient to receive the order, you can contact us to postpone the shipment of this order for you before shipping!
Have not received my product
You can check the logistics details of your order on the website:
Track Your Order
If your package is still in transit, please be patient for a few days and it will arrive soon!
If your parcel shows being returned to the sender, it may be because the parcel is overweight, not picked up in time or the courier cannot find your address!
You need to contact [email protected] to confirm the specific situation!
If the logistics shows that the product has been delivered, but you have not received it, please contact us within 7 days to investigate the exact situation!
Where do I send my return to?
The return address may vary depending on your location, but don’t worry-Our after-sales team will provide you with a return label and guide you to complete your return.
Return instructions（How to return）
To complete your return, we require a receipt or proof of purchase. Do not return any products to our warehouse without approval by contacting us.
Step 1. E-mail us at [email protected] within 30 days of product delivery with your order number and delivery day.
Step 2. Take videos/photos of all packaging and item.
Step 3. Once we accept your request for the return and we will provide you with the correct address for return.
Step 4. Once we receive the items we will inspect the items, and process the refund. It may take an additional 3-5 business days to fully process your return and issue your refund upon delivery. You’ll get a notification once the refund is issued.
I received the wrong product – what should I do?
If you received an incorrect product. Or if you are missing the product you ordered, please contact our support team and we will send you the correct product as soon as possible.
Is there an installment payment option?
Yes, you will see the installment payment option at checkout.
Which payment methods does Easwe accept?
We offer a variety of secure payment options to make your shopping experience as flexible as possible. The following payment methods are accepted on https://easwe.co.uk/payment
Why is my card being declined?
If your credit card was declined, it’s normally because of your bank’s automated anti-fraud systems. If this happens to you, please make sure your credit card information is entered correctly, and try to submit the payment again. If the transaction still doesn’t go through, please contact your bank to make sure nothing is blocking the payment. If everything looks good from the bank’s side, please contact our service Team.
Do I need to pay customs duties or shipping fees?
For all the available shipping regions, there will not be further tax requirements, the product price has included the shipping and the tax.
Do I need to assemble the electric wheelchair after receiving it?
The electric wheelchair is 95% pre-assembled at the factory. After receiving it, you only need to install the battery and controller, which is very easy to do.
Do you provide an installation video or manual?
Yes, a manual is included in the packaging, and we also provide a more detailed installation video.
How do I charge the wheelchair, and how long does it take to fully charge?
Our electric wheelchair has two charging methods: you can charge through the port under the controller or charge the battery directly. Normally, it takes 5-6 hours to fully charge.
What safety precautions should I be aware of when using the electric wheelchair?
When going up or down hills or using the wheelchair on uneven surfaces, please slow down and be cautious.
Is the electric wheelchair suitable for elderly or mobility-impaired people to operate independently?
Yes, with its flexible controller, our electric wheelchair is very suitable for elderly or mobility-impaired individuals to operate independently.
What is the range of the electric wheelchair?
The range can be affected by various factors such as weight, temperature, and road conditions. Generally, a wheelchair with a 12AH lithium battery can travel up to 15 miles under ideal conditions.
Can the seatback angle be adjusted?
Our B10 electric wheelchair supports seatback angle adjustment, but the A10 model does not.
Are these electric wheelchairs suitable for outdoor or indoor use?
Our electric wheelchairs have honeycomb tires on both the front and rear wheels, making them suitable for both indoor and outdoor use.
Can it be used on uneven surfaces (such as grass or gravel roads)?
Yes, but please slow down and be cautious.
Can I purchase an additional battery?
Yes, you can purchase an extra battery separately to ease your range concerns.
