FAQ

How can I find the right size or model for me?

Choosing the appropriate tire size depends mainly on the driving conditions and, to some extent, on the rider's height.

Riders can adjust the frame height to match their body size:

  • Frames measuring 44–48 cm are best suited for individuals between 150–170 cm tall.
  • Frames sized 50–54 cm are ideal for those between 170–190 cm in height.

If you'd like assistance purchasing your preferred product, our customer support team is available online.

Purchasing Process

How do I place an order?
Find the product you want on our website, add it to your shopping cart, and follow the step-by-step checkout process.

What payment methods do you accept?
We support multiple payment options, including credit cards, and PayPal.

Can I modify my order after it's placed?
Once your order is placed, it’s processed immediately and sent to our supplier, making cancellations impossible.However, you can return the item within 14 workdays of receiving it. If multiple items are ordered, the return period starts from the day the last item arrives.

Shipping and Delivery

Which countries do you deliver to?
Currently, we only provide delivery services within U.S.

What are the shipping costs?
All orders placed via the Luchia website are eligible for free shipping. 

How long does delivery take?
Delivery typically takes 5 to 12 business days. However, this timeframe may vary by 1–2 days depending on the brand and logistics. Special occasions such as public holidays may also cause delays. If your order hasn't arrived on time, feel free to contact us at peng@luchia.eu. Our support team will help track your order.

Returns and Exchanges

How can I return or exchange an item?
If your product has a quality defect, you may request a return or exchange within 14 days of receiving it. Please ensure the returned items must be unused, undamaged, and in their original packaging to qualify for a full refund.

Unfortunately, we do not accept returns on discounted items or gift cards.

When will I receive my refund?
Refunds are issued in the same way once the returned item has been inspected upon arrival.

Product Care and Maintenance

How should I care for my bike/e-scooter?
Here are some essential maintenance tips:

E-Bike:

  • Battery: Charge the battery at least once a month, even if the bike isn’t in frequent use.
  • Chain: Lubricate the chain regularly to maintain smooth operation.
  • Tires: Check tire pressure to ensure it aligns with the manufacturer’s recommendations.
  • Brakes: Inspect brake responsiveness and brake pad condition.
  • Cleaning: Use a damp cloth to wipe the frame clean, avoiding direct contact between water and electronic components.

E-Scooter:

  • Battery: Charge consistently and avoid letting it fully discharge.
  • Tires: Inspect tires for signs of wear or damage.
  • Brakes: Verify that the brakes are responsive and not overly worn.
  • Cleaning: Clean regularly, ensuring water does not reach the motor or battery.

How often should maintenance be performed?
We suggest scheduling a full maintenance check annually or after periods of heavy use.

What should I do if my product is damaged?
If your product is still under warranty, you can contact our support team to arrange for free repairs or replacement parts.

Technical Support

Where can I find product instructions?
Instruction manuals are usually included in the product’s packaging. 

Who should I contact for technical issues?
Our technical support team is available via email or phone to assist with any problems.

Contact and Customer Service

How can I reach customer service?
You can contact us at peng@luchia.eu or call us at  (+34)868787877.

What are your customer service hours?
Phone support is available between 9:00 a.m. and 6:00 p.m. Eastern U.S. time. Email inquiries are typically answered within two business days.