FAQ | Greenlance Limited

Get £50 OFF on our new Silverfish battery at checkout & Free Delivery!

Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

Last updated: April 2024

1. General questions

What is your return policy?

Our return policy allows you to return any unused or defective item within 30 days of purchase for a full refund or exchange. Items must be in their original packaging with all tags attached. Please note that certain items, such as personalized or final sale items, may not be eligible for return. For more details, please refer to our Returns & Exchanges page.

How do I track my order?

Tracking your order is easy! Once your order has been processed and shipped, you will receive a confirmation email with a tracking number and a link to our tracking portal. Simply click on the link or enter the tracking number on our website to see the current status and location of your package.

Can I cancel or modify my order?

Yes, you can cancel or modify your order as long as it has not been processed for shipping. To cancel or make changes to your order, please contact our customer service team as soon as possible with your order number. We'll do our best to accommodate your request, but please note that once an order has been processed, we may not be able to make changes.

Do you have a physical store?

Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.

2. product questions

What Battery Capacity should I order?

What size should I order for my electric bicycle battery?

Selecting the appropriate battery size for your electric bicycle depends on several factors including your riding habits, the distance you intend to travel, and the power requirements of your e-bike. Our batteries are available in various capacities, typically measured in watt-hours (Wh) or ampere-hours (Ah), indicating their energy storage capabilities.

How do I determine the correct battery size for my electric bicycle?

To ascertain the suitable battery size for your electric bicycle, take into account the following:

Riding Distance: If you plan to cover longer distances, consider a battery with a higher capacity to ensure you have sufficient power to reach your destination.

Terrain and Conditions: If you frequently ride on hilly terrain or encounter strong headwinds, a larger battery may be necessary to provide ample power.

Motor Power: Higher wattage motors may necessitate larger batteries to deliver adequate power and range.

Weight and Space: Evaluate the weight and dimensions of the battery and how it will fit on your bicycle. Larger batteries may offer more power but could add extra weight and impact the balance of your bike.

What battery sizes are available for electric bicycles?

We offer electric bicycle batteries in a variety of sizes and capacities to cater to diverse needs. Our range includes options ranging from compact batteries suitable for lightweight and short-distance rides to high-capacity batteries ideal for long-range commuting or touring.

Do you provide guidance on selecting the right battery size?

Absolutely, our team is on hand to offer personalised guidance to assist you in selecting the appropriate battery size for your electric bicycle. Feel free to get in touch with our customer service team, providing details about your e-bike, riding habits, and any specific requirements, and we'll be delighted to help you choose the perfect battery size.

What is the material of this product?

Our electric bicycle batteries are primarily composed of lithium-ion cells. These cells are renowned for their high energy density, reliability, and long lifespan, making them ideal for powering electric vehicles like bicycles. Additionally, our batteries feature durable casing materials, often made from tough plastics or aluminium alloy, to ensure protection from impacts, weather elements, and other environmental factors. These materials are chosen for their lightweight properties and ability to withstand the rigours of everyday use, providing you with a safe and reliable power source for your electric bicycle adventures.

What type of cells are used in your electric bicycle batteries?

Greenlance utilises only Samsung Cells in our electric bicycle batteries. These high-quality lithium-ion cells are renowned for their exceptional energy density, reliability, and longevity. By incorporating Samsung Cells, we guarantee that our batteries deliver superior performance, durability, and safety, meeting the high standards expected by our customers.

Are your electric bicycle batteries compatible with all e-bike models?

While our electric bicycle batteries are compatible with a wide range of e-bike models, compatibility may vary depending on factors such as battery size, voltage, and connector type. We recommend checking the specifications of your e-bike and consulting with our customer service team to ensure compatibility before making a purchase.

What is the estimated lifespan of your electric bicycle batteries?

The lifespan of our electric bicycle batteries depends on various factors such as usage patterns, charging habits, and environmental conditions. However, under normal usage conditions and proper maintenance, our batteries can last for several years before needing replacement. We offer 2 years warranty on all of our batteries to ensure customer satisfaction and peace of mind.

3. Payment Questions

What payment methods do you accept?

We offer a variety of payment options to cater to our customers' preferences. These include all types of debit and credit cards, PayPal, Clearpay for convenient instalment payments, and Coinbase Commerce, which enables cryptocurrency payments. With this diverse range of payment methods, we aim to make your purchasing experience as seamless and flexible as possible.

Do you offer installment payment options?

Yes, we have partnered with Clearpay to offer instalment payment options to our customers. Once approved, purchases can be conveniently paid in instalments, allowing you to spread the cost over time. With Clearpay, you can enjoy the flexibility of paying for your purchases in manageable instalments, making shopping with us even more accessible and budget-friendly.

Is my payment information secure?

Certainly. We take the security of your payment information very seriously. Our website utilises industry-standard encryption protocols to safeguard your sensitive data during transmission. Moreover, we adhere to stringent security practices and comply with the Payment Card Industry Data Security Standard (PCI DSS) requirements. You can have complete confidence that your payment details are treated with the utmost care and confidentiality, ensuring a secure and trustworthy shopping experience.

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

How much does shipping cost?

We offer free 3-5 working days delivery with UPS for all orders. However, if you require faster delivery, we also provide the option for expedited 1-2 days service with UPS for a nominal fee of £6.99. This allows you to choose the shipping method that best suits your needs, whether it's standard delivery at no extra cost or expedited delivery for quicker receipt of your order.

What is the dispatch time of your order?

At Greenlance, we understand the importance of timely delivery and aim to dispatch all orders within 1-2 working days from the date of purchase.

Do you ship outside the UK?

No, we currently do not offer shipping outside of the UK. Our shipping services are limited to addresses within the United Kingdom. We apologise for any inconvenience this may cause and appreciate your understanding.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing info@greenlance.co.uk or by calling our free number at 020 805 06583.

What are your business hours?

Our business hours are Monday to Saturday 9 am - 8 pm GMT

How can I provide feedback?

We welcome your feedback! There are several ways you can share your thoughts with us. You can contact us directly at info@greenlance.co.uk to provide feedback or ask any questions you may have. Additionally, you can leave a review on Google to share your experience with others. Furthermore, after making a purchase, you may receive an email from us asking you to leave a product review. Your feedback is valuable to us and helps us improve our products and services.