Frequently Asked Questions

YOUR QUESTIONSANSWEREDDo you have questions about delivery, returns,payments or specific product queries?Find your answers here.

YOUR PARCEL

OPEN AND CHECK ON ARRIVAL

How exciting your order has arrived!

Step One

Open and check your items against your in parcel delivery note. Open everything as smaller items we usually add into the scooter box for safe travels and to lower waste packaging materials.

Step Two

Use our helpful build guides to get your product up and running quickly.

Step Three

Need help? Talk to one of our experts online.

DELIVERY & TRACKING

When will my parcel be delivered

Our easy delivery schedule will show you when your items should be dispatched.

How do I track my delivery?

Once your order has left the warehouse you will be send a dispatch email which has a tracking link inside. Please check your inbox and spam folder for this message. You will also receive a text from the courier team on the day of delivery with a delivery time window.

You can also use your confirmation order number to track here with our quick check link.

Some items are missing from my order what should I do?

Which items are missing?

A Design Your Own Scooter or Personalised Accessories or Scooter

We make these scooters and accesories to order and despatch together with your standard items from our Northants warehouse with Yodel. You order will take upto 5 days from the date of purchase. If it's over 5 days please pop and chat with our livechat team

Regular Scooter and Accessories Orders

Firstly please quickly check your order confirmation to confirm the items were included in the original order. It's easy to have missed an item off your order espcially if it's an order with more than one item.

My item is showing on the order confirmation but it's missing from my parcel

Unwrap and check each box in your order

If your item is a small accessory it should be packed within your main scooter box, this is something we do to keep all items together and for safe travel. The smaller items will be wrapped in a brown parcel paper within the scooter box and may have moved towards the bottom in travel.

Check the courier label for split delivery

On occasion we need to split parcels and send you 2 packages. First check the courier label on the outside of your package which will show "1 of 2" or "2 of 2" where your order has been split. In these cases please check your email and text as the courier will give two consignment numbers and confirmation of drop off. This is usually the same day, however we ask you allow 24hrs for the 2nd parcel to arrive before contacting us.

After checking I cannot find the item

Thank you for checking for us we're sorry this is missing. So we can quickly send your item please report your order number and the item missing to us using our Livechat service.

I made a mistake and did not add the item to my original order

You will need to place a new order for the item. If this was a small item and you would like us to give free postage on this second order please pop and chat with us

If your item is missing from your order please contact us so we can offer help with the missing item.

PROBLEM WITH MY DELIVERY

My items have arrived damaged - What should I do?

We're sorry to hear that. The quickest way to work out best next steps is to use this link to speak with one of our Livechat team. Please add your original order number and if you can also upload a picture of the damage so we can assess and work with you to quickly resolve.

Some items are missing from my order what should I do?

Which items are missing?

A Design Your Own Scooter or Personalised Accessories or Scooter

Regular Scooter and Accessories Orders

My item is showing on the order confirmation but it's missing from my parcel

Unwrap and check each box in your order

Check the courier label for split delivery

After checking I cannot find the item

Thank you for checking for us we're sorry this is missing. So we can quickly send your item please report your order number and the item missing to us using our Livechat service.

I made a mistake and did not add the item to my original order

You will need to place a new order for the item. If this was a small item and you would like us to give free postage on this second order please pop and chat with us

If your item is missing from your order please contact us so we can offer help with the missing item.

I cannot find my parcel

Our courier teams aim to deliver your parcel direct to you at your door, or to a safe location. If you have been notified that the parcel has been delivered the first thing to do is to check any "safe locations" on your property such as recycle bins, back yard, and outbuildings. Secondly please check with direct neighbours in case someone has taken the parcel in for you. If you are still unable to locate the parcel please note you order number and courier reference and pop to our chat team who will run a location check with the courier and take steps to help find the parcel with you.

I WANT TO RETURN FOR EXCHANGE OR REFUND

Our Micro Scooters 28 Day no quibble exchange or refund policy

We want you to love your products so if anything isn't quite right please make use of our FREE Royal Mail returns. You can send your products back to us for either a full refund or to request an exchange up to 28 days after purchase, no quibble! If this order did not hit the mark why not come and chat to us so we can guide you on a product that may better suit your needs, we're always happy to offer guidance and we love to hear your view on our products.

How can I EXCHANGE my items

We want you to love your products so if anything isnt quite right please make use of our FREE Royal Mail service below. We offer a 28 day no quibble exchange policy.

To request an EXCHANGE

In your parcel you will find a paper delivery note and on the flipside our quick fill returns form. Fill this form out by hand stating the items you would like to return and which items you want us to send in exchange. You can exchange like for like, or for a different item either same cost, lower or higher. Simply copy the product name from the website onto your parcel return form. The team will contact you if any extra payment is to be taken. If the new item you have requested is a lower costs then we will credit back to your original payment source.

How long does it take to get my EXCHANGE items?

Once you have booked your parcel into your local Post Office, or had the items collected by your Post Person it usually arrives with us with 3 working days of posting. Once at our site the returns team aim to open and follow your paper instruction in the parcel within 48hrs. As soon as our team process the exchange your new items will be despatched using our 2-3 working day Standard Delivery. The whole process is usually completed within 7 working days. Please note if there is an additional payment to be made the team will need to speak with you directly so be ready for their call otherwise this can add time if they are unable to connect to you.

Royal Mail confirmed you have my parcel when will I get my new items?

Once the parcel has arrived to our warehouse please allow us a further 48 hrs processing time as we unwrap and follow the instructions you wrote on your paper form. Once processed we'll confirm in an email that your replacement items are on their way to you. The new items will be sent out on our standard 2-3 working day service.

How do I return items for a REFUND

We want you to love your products so if anything isnt quite right please make use of our FREE Royal Mail service below. We offer a 28 day no quibble exchange policy.

To request a REFUND

In your parcel you will find a paper delivery note and on the flipside our quick fill returns form. Fill this form out by hand stating the items you would like to return for a refund. Once our return team have processed your refund for you the payment makes its way to your original payment source. This part of the journey can take from 2-10 working days depending on your creditor or bank rules.

Royal Mail have confirmed my parcel is with you, when do I get my refund

Once the parcel has arrived at the warehouse please allow us a further 48 hrs processing time as we unwrap and follow the instructions you wrote on your paper form. Once processed we'll confirm in an email that your refund has been actioned and monies on their way to your payment provider. Please be aware that depending on their timescales you can expect to see your credit showing in your account between 2-10 working days after processing

How long does it take to get a refund?

Once you have booked your parcel into your local Post Office, or had the items collected by your Post Person it usually arrives with us no later than 3 working days. Once at our site the returns team aim to open and follow your paper instruction in the parcel within 48hrs. As soon as our team process the exchange.

What do you do with returned stock?

At Micro we are quality obsessed. Any item returned to us goes through a careful check for damage or imperfection. Any item that does not pass this quality test or look "as new" is added to our stock quarantine and sent into our Scooteraid scheme wherein it is used to support charity donations to less fortunate families. We work hard to ensure no return ever goes into landfill so even damaged or broken goods are broken down for spare parts or into raw recycled materials and sent to recycling centres in the UK.

HELP BUILDING MY NEW PRODUCT

How to build your new product

We have created an online library of easy watch videos to help you put togheter your new product. In the links below you can find our most frequently watched videos.

TOP VIDEOS

4in1 Mini 2 Grow

Magic Mini

Eazy Luggage

Unfold an aluminium Scooter

How to fit LED Wheels

Classic 3in1 Scooter

Deluxe push along 3in1 Mini Micro

How to fit "Chopper Style" handle bars

Balance Bike

Fold and Unfold Mini Deluxe Foldable

Wagon Deluxe

I cant find the video I need

We're here to help, simply click below to chat to one of our team.

Not got time to chat right now? No problem, simply book a free call back with a product expert. Select a time and day that work for you and we can call you or whatsapp video you back for no charge at all!

HOW DO I LOOK AFTER MY NEW PRODUCT

How do I look after my new product?

At Micro Scooters we believe in creating quality product that with a little regular TLC and replacement when needed of worn parts will last a lifetime.

Extended Warranty packages

Take the pain out of everyday wear and tear issues and purchase one of our extended warranty plans for worry free scooting, from as little as £14.99 you can protect your scooter for 3 years.

HELP WITH A WORN PART OR UNIDENTIFIED ISSUE

How to shop for replacement parts?

We are proud that almost every part of every scooter can be replaced. This allows you to change worn parts and keep your scooter in tip top condition and even revamp the look on some models! First step is to use our easy SPARES FINDER tool to check which parts can be replaced.

How do I actually do the repairs/replacements?

Our team of engineers work tirelessly to create a video to show you how easy it is to complete a change over of a worn part at home, and with commonly found tools.

Can't find the video you need? Pop onto our Livechat and our product experts will find the right help for you.

We also have a free call back service if you dont have time to chat right now you can book a call back at a day and time that suit you better. We find that Whatsapp video call is the best way to help you so you can show us the issue with your scooter in real time.

Registering your scooter with us gives you peace of mind that you have proof an original product and be able to use this certificate as proof of identity should your scooter be stolen. Other benefits of registering include receiving tips from us on how to keep your scooter in tip top condition and being in with the with the chance to WIN £100 worth of Micro scooter vouchers! You'll also be the first to hear about special offers and new products and by registering enable us to inform you about any news regarding your scooter.

HOW YOU CAN HELP US

Help us continually grow with a review

We love to hear your views on our products and services to help us keep moving forwards. If you would spare a few minutes a review can be quickly left on our Trustpilot page.

Join our social world!

Love Micro Scooters products and want to be part of our daily journey? Find us on...

How do I become a brand ambassador?

We are looking for some lovely people, who are wanting to share their experiences and adventures on their social channels. Having spent a bit of time coming up with something rather clever we are now delighted to unveil our Ambassador Portal: a smart little web based tool designed to allow you to earn reward points. We’ve set a few tasks, such as sharing stories and completing customer feedback, and these will grow throughout the year.

Haven't answered your questions?

Come and chat to us, we're here to help. You can chat live to one of the team and if we are not online for any reason you can leave us a message and we'll get back to you.