FAQ

Delivery enquiry

Which couriers do EV OneStop use?

We ship our products with FedEx, Kimes and TNT. 

Once the product has been dispatched you will receive an email notification with the tracking number.

Will the courier contact me prior to delivery?

DPD will send a text message if you have provided your mobile number at the time of ordering. Kimes and TNT will not contact you prior to delivery.

Your tracking number will be emailed to you once upon dispatch.

What happens if I am not in when my order arrives?

The courier will attempt delivery for 3 working days, if unsuccessful, it will automatically be returned to us. If this happens, we will need an additional payment for redelivery unless you can prove that the courier has broken protocol.

Returns Process

What happens if I have ordered the wrong product?

If you have ordered the wrong product, you will have 14 days to notify us. You will then have a further 14 days to return the item back to us at your cost.

After receiving the returned item, we will carry out an inspection and issue a full refund.

Please email your return request to sales@evonestop.com please provide your order number, invoice number or sales order number and we will reply with the steps to follow.

What do I do if I have a faulty product?

Please refer to the troubleshooting section below to rule out any simple problems before escalating to a return.

If your product is faulty and within warranty, we will provide a UPS prepaid return label to send the product back to us. To make this process as smooth as possible a short video showing the fault will be a great help.

Once we have received your return, we will put it through our testing and inspection process and will either repair or replace the faulty product.

Please email your return request to sales@evonestop.com providing your order number, invoice number or sales order number and we will reply with the steps to follow.

What happens if the returned product is found not to be faulty?

If your returned product is found to be in working condition we will require a payment of £12.50 + VAT (£15 inc. VAT) to ship the product back to you.

Cable Troubleshooting

Can I use my cable in the rain?

Yes, charging cables can be used in the rain but it is recommended to unplug and store the cable once charging has finished.

Why is one of the pins further back in the plug of my cable?

This is a safety feature on the cables so when it is unplugged the power disconnects first.

My cable has an intermittent fault what should I do?

Please use a process of elimination before making contact, the chances are that it is more likely to be the charger or the car.

  • Check your timer settings in the vehicle
  • Check your cable on an alternative charger and vehicle
  • Unravel the cable, lay it out and untwist any kinks and turns
  • Make sure the is no obstructions over the cable, or stopping the power passing through
  • Make sure the cable has some 'slack' and is not stretched to maximum capacity
  • Disconnect everything, reset the charger, plug into the charger first, then the vehicle, stop all timers, lock the vehicle and reassess the situation 

Should the problem persist on an alternative charger and vehicle please email us at sales@evonestop.com with a short description of what is happening and the status indicator colour when you plug your cable in.

Installation

What size cable do I need to run my charger?

We always recommend contacting a qualified electrician for your installation, below is a general guideline for your supplying cable.

  • Cable run up to 10 metres - 6mm SWA cable
  • Cable run over 10 metres - 10mm SWA cable

Do I need an Earthing Rod for my charger?

No, our range of EV chargers have built-in PME Earthing Device included as standard so no need for earth rods, saving on installation time and costs.

Do I need DC protection?

No, our range of EV chargers have built-in DC 6mA protection included as standard.