What can we help you with?
Do you have a model without a thumb throttle?
Why are your e-scooters so expensive?
Which of your scooters is the best?
How much power/motor performance do your e-scooters have? Which one is the most powerful?
How high is the torque on your e-scooters?
Why do some of your e-scooters have suspension and others don't?
Can the suspension be adjusted?
What do your e-scooters weigh and how much weight can they withstand?
Up to what height can I ride your e-scooters?
How much range do I have with one battery charge?
Why don't I ride at 22 km/h? Other manufacturers offer that too.
Do you offer tuning parts to adjust the speed? If so, which ones?
Can your e-scooters be throttled?
Do your e-scooters have cruise control?
Can I ride your e-scooters in the rain/wet conditions/wet surfaces?
What kind of brakes do your e-scooters have?
Are electric brakes worse than others?
Which brakes are the safest?
Do your e-scooters have recuperation?
How much incline can your e-scooters manage?
What are the tube sizes for the Egret Pro, Egret X(+) and Egret One?
Do you also have other tyres? Outdoor, extreme or racing profile?
What is so special about the Egret Ey! Family tyres?
Can the Ey! Familiy tyres on Egret Originals Series models?
Are the tyres tubeless?
Do the tyres of our e-scooters contain magnesium?
How wide is the running board?
Do you have a model with a removable battery?
Do you have B-goods or refurbished vehicles?
How is the range of the Egret GTs tested?
Which lock do you recommend?
Can't the Egret mate by tex-lock be cracked really quickly? I once read a report about it.
Is there Egret merch like shirts and hoodies?
What accessories are available for my Egret?
Does every accessory fit every e-scooter model?
Do your accessories also fit on e-scooters from other manufacturers?
Setup
How do I log in to the app?
How do I connect my Egret e-scooter to the Egret app ('pairing')?
Which devices does the Egret app work with?
Which Egret e-scooters are supported by the app?
Troubleshooting
The activation button is not displayed in the app, I can't get any further in the activation process.
My e-scooter does not connect to the app, what can I do?
I have forgotten my password for the app, what can I do?
The range displayed in the app is not correct, what do I have to do now?
General
Will there be app updates in the future?
Why don't we send APKs to customers?
Will there be future firmware updates for the e-scooters?
Order Process
Why is there a minimum order value in the shop?
Why is product XYZ not available?
My voucher code is not working. What do I do now?
My new order is not displayed in my account.
I have not received an order confirmation.
Payment
What payment methods are available to me?
My payment was cancelled, what do I have to do now?
Can I also pay on account or in instalments?
Shipping
Which shipping service provider is used for delivery?
When will my order be delivered?
Can I track my delivery?
How are the e-scooters packaged?
Why has nothing been happening with my UPS tracking for days?
I have ordered several e-scooters from you, why have I only received one consignment number?
Do you also ship to Great Britain?
Do you also ship to Switzerland?
Cancellation
How long can I test my e-scooter?
How can I cancel my purchase? (Also applies to spare parts)
When will I get my money back if I cancel my order?
Returns
Where do I have to send my return?
Why do I have to pay the shipping costs for the return myself?
Problems with UPS shipping
My UPS Access Point is not accepting my parcel, what should I do now?
What happens after I have returned the parcel?
I want to send the e-scooter but no longer have the original box, what do I have to do now?
Registration & Insurance
Can you send me the operating licence in advance by e-mail or post?
Where can I get my licence plate number?
Does EGT comprehensive insurance also count as liability insurance?
Doesn't the installation of the Cargo Carrier invalidate the operating licence? Isn't this a structural modification?
I have lost my data confirmation (ABE), what now?
Getting Started
Is there anything I need to bear in mind when assembling? Are there any unboxing videos?
The Egret e-scooter has been delivered to me with transport damage, the box is completely broken - what should I do?
My new e-scooter is faulty, what can I do?
My tyre is flat, what should I do now?
Why are my disc brakes no longer working properly?
What do I do with a defective licence plate holder?
My e-scooter simply switches off, what should I do now?
Can I fit a towbar to my e-scooter?
Can I mount the throttle grip on the other side? Can I fit a different throttle grip?
How does the drive mode affect the starting behaviour of my e-scooter?
Care & Storage
Does it damage the battery if the e-scooter is left outside for 2-3 hours at these temperatures, for example while you are doing sport?
How do I store my e-scooter properly for longer periods?
How do I care for my e-scooter when using it in winter?
Repairs
My new e-scooter is faulty, what can I do?
Can I carry out repair XYZ myself?
Do you offer a retrofit kit so that I can retrofit my Egret X with indicators?
My e-scooter displays an error code, what should I do now?
I was riding my e-scooter down a hill and suddenly it switched off/an error message appeared. What do I need to do?
The rear wheel of my Egret Pro is wobbling. What do I need to do?
Disposal & Resale
How do I dispose of my old battery?
Do you trade in old devices
I want to sell my Egret scooter, what do I have to do now?
Loss & Theft
My e-scooter has been stolen, what should I do now?
I have lost my key, what should I do?
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We are also there for you in person
You can visit us in our showroom in the heart of Hamburg and ask your questions in person. Our excellently trained employees are there for you and will help you with all your needs.
Opening hours:
Monday: closed
Tuesday: 10 – 17 o'clock
Wednesday: 10 – 17 o'clock
Thursday: closed
Friday: 10 – 17 o'clock
Saturday & Sunday: closed
Tuesday: 10 – 17 o'clock
Wednesday: 10 – 17 o'clock
Thursday: closed
Friday: 10 – 17 o'clock
Saturday & Sunday: closed
Our address:
Walberg Urban Electrics GmbH
Alter Wandrahm 6
20457 Hamburg
Germany
Ask our experts
Our customer service is just a few metres away from the top engineers who designed your e-scooter here in Hamburg. This means they can deal with your questions and problems and provide expert answers.
This quality of service has already been recognised with the German Service Award 2024.
Ask our experts
Our customer service is just a few metres away from the top engineers who designed your e-scooter here in Hamburg. This means they can deal with your questions and problems and provide expert answers.
This quality of service has already been recognised with the German Service Award 2024.