Frequently asked questions
What people ask us before ordering
Compatibility, delivery times, shipping, returns and guarantee: what to know before adding a part to the cart. Everything else is settled by email, with the part in front of us.
4 questions
Choosing the right part
What decides whether a reference fits your scooter or not.
How do I know whether a part fits my scooter?
Every product page states the scooter families the part fits. The compatibility guide tackles the problem from the other end: you start from your model and see what we stock for it. For a tyre, the size is moulded on the sidewall of the fitted tyre: that is what decides, not the scooter's name.
My model is not on the list, what should I do?
Write to us at contact@help-my-trott.com with the brand, the model, the battery voltage and a photo of the part to replace. Many scooters use standard parts without saying so: we confirm in writing before you order.
Solid tyre or pneumatic tyre?
A pneumatic tyre rides softer, handles cobbles better and can be repaired if punctured, but it needs an inner tube and a pressure to keep an eye on. A solid tyre is honeycomb, with no inner tube: firmer, but no more punctures and no maintenance. Both fit the same rim — it is a matter of comfort.
How many of the same part can I order?
Up to 20 per reference on the site. Beyond that, write to us: we check availability and shipping before answering.
5 questions
Receiving your order in Spain
Delivery times, shipping, collection, and what switches a shipment to special shipping.
How long until I receive my part?
We prepare orders within 24 working hours, then the parcel takes 3 to 6 working days to reach mainland Spain. Delivery times run from payment, and you receive the tracking number by email.
Is shipping free?
The tracked parcel to mainland Spain costs €9.90, free on orders from €79. Collection at the workshop is free whatever the amount. Free shipping does not apply to special shipping for oversized parts.
Why is my order going by special shipping?
Because it contains a part that exceeds the dimensions of a standard parcel: a complete wheel, a battery or a deck. These parts travel packed separately, at €14.90. The switch is automatic as soon as one of them is in the cart, so that the price displayed is the price you pay. For collection on site, they cost nothing extra.
Do you deliver to the Balearic Islands, the Canary Islands, Ceuta and Melilla?
Not at the displayed rate, which covers mainland Spain. Write to us at contact@help-my-trott.com before ordering: we quote shipping case by case. The same goes for any other country.
Can I come and collect my part?
Yes, at the workshop in Tours, France: choose collection when ordering, it is free. We write to you as soon as it is ready and agree a time slot; the order stays set aside in your name for 14 days.
4 questions
Fitting, returns, guarantee
What the sale of a part covers, and what it does not.
Do you fit the part?
No. We sell spare parts; fitting is neither in the catalogue nor billable here. Parts are delivered new and unfitted, to be fitted by you or by the repairer of your choice. We are happy to answer by email on exactly what a reference replaces.
What if the part turns out not to be right?
You have 14 days after receipt to withdraw, without having to give a reason. The part comes back unfitted, complete, in its original condition. A part that has been fitted and then removed has lost value: it can no longer be taken back. Return costs remain at your expense, unless the part is non-conforming, damaged or different from the one ordered.
What guarantee do the parts carry?
The legal guarantee of conformity, 24 months from delivery, and the guarantee against hidden defects. They do not cover normal wear on wear parts — tyres, pads, cables — nor fitting that does not follow the scooter manufacturer's recommendations.
A part arrived broken or does not match, what should I do?
Write to us at contact@help-my-trott.com with the order reference and a photo. The return is then at our expense, and we replace or refund the part.
4 questions
Paying and reaching us
Payment, order confirmation, and where to write to us.
How can I pay?
Payment is made in a single payment, on a secure payment page: Bank card, Apple Pay and Google Pay. Your card details do not pass through our site and we do not keep them. The invoice is sent to you under your order reference.
When is my order confirmed?
As soon as payment is collected. The order is recorded under a reference, shown on screen and sent by email: that is what identifies it from then on. Quote it in all your exchanges with us.
Do you charge VAT?
No: the seller is under the VAT exemption scheme of Article 293 B of the French General Tax Code. The price displayed is the price paid, with no tax added, neither French nor Spanish.
How can I reach you?
By email at contact@help-my-trott.com, or by phone on +33 9 50 79 34 44 — it is a French line. Writing has one advantage for a spare part: you can attach the reference found on yours and a photo, and we answer with the part in front of us rather than from memory.
Not finding your question? The full conditions are in the general terms of sale and the ways to receive your order on the shipping page.
Know which part you need?
The catalogue shows compatibility on every product page, and the cart calculates shipping before you pay.