FAQ's

You can track the progress of your order on our order tracking page here.

Once your order has been dispatched from our warehouse your tracking information will provide you with the most up‑to‑date location of your order.

You can find your order tracking information on your order dispatched email. If you did not receive this order dispatched email and are unsure on your order number to look up your tracking information, we recommend checking the ‘my orders’ section within your account login. Provided that you placed your order using your account, you will be able to find your order number here.

Please note, your tracking information will only work once your order has been dispatched from our warehouse and scanned by the courier. You will receive an email from us letting you know once your order has been dispatched.

We will endeavor to dispatch your order as quickly as possible. While most orders are dispatched the next working day some orders may dispatch on the second working day at peak times. 

All Goods purchased through Our Site will be delivered to you on the delivery service selected and this will be confirmed via a shipping Confirmation email unless otherwise agreed or specified during the Order process (subject to delays caused by events outside of Our control,). If We are unable to deliver the Goods on the delivery date, we will contact you to discuss an alternative delivery date. Delivery shall be deemed complete and the responsibility for the Goods will pass to you once We have delivered the Goods to the address you have provided. Ownership of the Goods passes to you once we have received payment in full of all sums due. Any refunds due under this Clause will be made using the same payment method that you used when ordering the Goods.

Please view our delivery policy in full here 

Under the Consumer Protection (Distance Selling) Regulations, you have a legal right to a “cooling-off” period of seven working days, following the day on which you receive the goods. Within the 14 days you can cancel the Contract for any reason. This period begins once your order is submitted.

If you wish to exercise your right to cancel under this Clause, you must inform Us of your decision within the cooling-off period. Please contact us via one of the options below. Cancellation by email is effective from the date on which you send Us your message. If you would prefer to contact Us directly to cancel, please use the following details: Telephone: 01702 208188; Email: support@ebikes.co.uk; In each case, providing Us with your name, address, email address, telephone number, and Order Number.\

We may ask you why you have chosen to cancel and may use any answers you provide to improve Our Goods and services, however, please note that you are under no obligation to provide any details if you do not wish to.
If goods have been delivered, we may ask you to return the goods to us.
Refunds under this Clause will be issued to you within 14 calendar days of receipt.
Refunds under this Clause may be subject to deductions in the following circumstances: We will reimburse you on collection of the returned goods. Please be aware that payments made through Payment portals will be returned via the same payment method, less the Payment transaction fee. (unless these goods are faulty or have been delivered by us in error).Refunds under this Clause will be made using the same payment method that you used when ordering the Goods.

We are sorry that you are looking to cancel your order. 

We do try to dispatch orders as quickly as possible and this may affect the status of your order. Please contact us as soon as possible (via phone or email) and we will try to pull your order from shipping if this is possible. 

If your order has already shipped then you will need to follow the return process details are here

 
Under the Consumer Protection (Distance Selling) Regulations, you have a legal right to a “cooling-off” period of seven working days, following the day on which you receive the goods. Within the 14 days you can cancel the Contract for any reason. This period begins once your order is submitted.

If you wish to exercise your right to cancel under this Clause, you must inform Us of your decision within the cooling-off period. Please contact us via one of the options below. Cancellation by email is effective from the date on which you send Us your message. If you would prefer to contact Us directly to cancel, please use the following details: Telephone: 01702 208188; Email: support@ebikes.co.uk; In each case, providing Us with your name, address, email address, telephone number, and Order Number.\

We may ask you why you have chosen to cancel and may use any answers you provide to improve Our Goods and services, however, please note that you are under no obligation to provide any details if you do not wish to.
If goods have been delivered, we may ask you to return the goods to us.
Refunds under this Clause will be issued to you within 14 calendar days of receipt.
Refunds under this Clause may be subject to deductions in the following circumstances: We will reimburse you on recipt of the returned goods. Please be aware that payments made through Payment portals will be returned via the same payment method, less the Payment transaction fee. (unless these goods are faulty or have been delivered by us in error). Refunds under this Clause will be made using the same payment method that you used when ordering the Goods.

We have 2 delivery options available.

We offer Standard delivery, this is normally a 48-hour carrier service via Parcelforce. This means that your order will normally be delivered 48 hours after dispatch and this is normally free to most UK mainland addresses. 
We also offer a 24-hour delivery option at a premium price. We will prioritise the dispatch of your order and also dispatch this via 24-hour carrier service meaning that your product will be scheduled for delivery the next working day. 
If you have any questions regarding delivery speeds or need more information on your delivery requirements please contact us via phone or email prior to ordering via our contact us page here 

We are sorry to hear that you need to make a warranty claim. We will do everything we can so you can start using your product again as soon as possible.

The troubleshooting steps we take you through below should solve the problem, so we recommend following these first. If the issue still occurs, you will be directed to our contact page and a member of our Customer Care team will be able to assist you further.

We’re sorry to hear you haven’t received your order confirmation / order dispatched email. We recommend taking the following steps:

1. Check your junk mail

Sometimes your email software can mark our emails as junk mail. We recommend adding support@LeapFrogStore.co.uk to your email address book. This will help deliver the emails we send to your inbox.

2. Login to your account

When you log into your account click on the ‘My orders’ button where you can view all orders you have placed, find out your order number, and view the latest status of your order.

3. Check your email address

Make sure you typed in the correct email address when you placed your order/ created your account.

You can edit your email address in the your account section of the web site 

4. Check your order tracking

Once dispatched from our warehouse an email will be set to you with your order tracking details. This information will provide you with the most up‑to‑date information on the location of your order. You can find your order tracking information on your order dispatched email.

If you have not received this order dispatch email you can track your order here.

Unsure on your order number? We recommend checking the ‘my orders’ tab within your account login.

If your chosen product is out of stock, please sign up for notifications on when a product is back in stock on the relevant product page. We will email you as soon as that product is available to order.

We sometimes offer you an option to place your order now and ship the product when it becomes available. We will only do this when we have information from our supplier on a delivery date. If this date were to move at any point we will contact you to let you know. 

Alternatively please contact our helpline where our staff will be able to let you have the latest delivery information or they may suggest an alternative that may interest you.