Customer service & contact

The delivery time is about 3–5 business days.

The products are delivered by Posti as a home delivery. We charge EUR 30 per order for shipping.

The products are delivered by Posti as a home delivery. We charge EUR 30 per order for shipping. We deliver only to Finland.

For transport, the bike is packed in a box preassembled. This means that after receiving the bike, the customer must make the bike ready to ride. In most cases, this means at least installing the pedals and setting the saddle and the handlebar in the correct position, but other parts requiring assembly may include the front wheel and adjusting the brakes and gears, depending on the packaging method. It is also important to check the tyre pressure and add air, if necessary. The tools required for these operations are not delivered with the bike. If you need help with assembling the product, please turn to expert Helkama dealers.

During the first hundreds of kilometres of running-in, the factory-installed spokes, cables and bolts of the bicycle may become loose. In the first service, the expert workshop will check the general condition of the bicycle and ensure that it is adjusted to the perfect riding condition after the running-in. This will keep your bike in good condition and ensure an enjoyable and safe ride. Helkama recommends a first service for every new bicycle. Ask for more information about the first service at the nearest bike shop/workshop.

Spare parts for Helkama bikes are available from dealers around Finland. Spare parts cannot be purchased through the Helkamavelox.fi webshop.

If you know the key number for your bike lock, you can order a key directly from the manufacturer’s key service.

AXA keys: here.

Trelock keys: here.

Abus keys: here.

If the serial number of the key has been lost, take the bike to a Helkama dealer to replace the lock.

Helkama’s authorised warranty service points can be found in the dealer search. In the list, you can identify the warranty service points by the H coat of arms. You can also narrow down the list to warranty service points only.

Authorised warranty workshops maintain all brands sold by Helkama, regardless of the place of purchase. In addition to traditional bicycles, maintenance is available for e-bikes with Shimano and Bosch technology.

A Helkama dealer can usually service your bike. If not, the salesperson will advise you of the nearest bike workshop. You should have your bike serviced at least once a year, for example in the autumn, so that it is ready for spring. If you ride all year round, autumn maintenance is even more important – you can also have winter tyres fitted at the same time.

The first service is the most important service on the bike. During the first hundreds of kilometres, factory-installed spokes, wires and bolts may become loose. A qualified workshop will check the condition of the bike and adjust it to the perfect riding condition. This ensures that the bike is in good condition and safe to ride. Helkama recommends a first service for every new bike. Ask for more information at the nearest bike shop or workshop.

Spare parts for Helkama bikes are available from dealers around Finland. Spare parts cannot be purchased through the helkamavelox.fi webshop.

If the tyre punctures at the same point frequently, it is advisable to investigate the fault in more detail. The reason may be a stone chip inside the outer tyre that has rubbed through the inner tube. The reason may also be a sharp object that has penetrated the outer tyre and stuck to it. So, also examine the outer tyre and wipe the inside of the outer tyre clean of any debris. Also check the rim tape: a slipped or bad rim tape should be replaced at the same time.

The crushed rock aggregate used for sanding bicycle paths nowadays has glass-sharp edges and the pieces can adhere to the soft tyre material, rubbing a hole in it. The most certain way to avoid unpleasant flat tyres is to use puncture-resistant outer tyres, such as Schwalbe puncture-resistant tyres, available at your Helkama dealer.

Go to the user manuals section, where you can download the user manual for your bike.

Helkama e-bikes without factory-fitted headlights can easily be fitted with a battery-powered front light.

All Helkama bikes are programmed with light gates, meaning that the light power can be switched on without any separate programming. By default, the bike’s battery does not reserve power for the light, so this does not affect the battery’s range.

The power cord for the front light is pre-installed and threaded inside the protective hose for the cables at the front of the bike: simply connect the power cord to the front light. We recommend visiting a competent bicycle dealer for this work.

There is no light switch on the displays or selector switches of any bikes. With the Shimano Gen.2 electric system, the function button of the power button integrated into the frame, located under the main power switch closer to the rider, is programmed as a light switch. If your bike does not have a light switch, you can turn on the lights from the menu on the display. Instructions on how to navigate the menu can be found in the Shimano display manual.

The frame number can be found stamped under the paint in bicycles with a steel or aluminium frame. The frame number can be difficult to find under the paint, so we recommend using a torch when looking for the number. On bikes with a carbon fibre frame, the frame number is printed on the frame surface. On e-bikes, the frame number can be found on either side or on top of the drive unit mount, on the head tube (the vertical tube between the front fork and the handlebar), behind the seat post, in the rear fork or in front of the drive unit mount below the down tube. On traditional bicycles, the frame number can be found on the head tube (the vertical tube between the front fork and the handlebar) or under the sleeve of the bottom bracket (where the pedal cranks are attached).

All Helkama e-bikes and other bikes manufactured in Hanko have been awarded the Key Flag symbol. The Key Flag symbol is a certificate issued by the Finnish Work association that indicates that a product has been manufactured in Finland and employs people in Finland. All e-bikes and other bikes manufactured in Hanko are marked with the Key Flag symbol on our website.

No actual weight limits have been defined for our bicycles. The most important thing is to take care of tyre pressures and pay attention to the correct riding style, taking into account, for example, going over kerbs and the condition of the road. Even a lightweight person can break a bicycle by riding it wrongly. In order to keep your bicycle in good condition, you should also have it serviced at regular intervals, preferably twice a year.

Go to the section user manuals, where you can download the user manual for your bike.

You can cycle up to 150 km on a single charge, depending on the battery and model of the motor. Other external factors, such as terrain and weather, can also affect the range.

Long-term storage of the battery

• Store indoors in a cool place (10–20 °C)
• Avoid direct sunlight and rain
• Charge the battery to approximately 70% before warehousing
• Charge the battery to approximately 70% once every six months
• Fully charge the battery before use

How fast will battery capacity drop?

Lithium-ion batteries are characterised by the fact that the battery’s performance deteriorates with charging. Shimano guarantees 60% capacity retention for up to 1,000 charge cycles.

Do not use the battery outside this temperature range. If the battery is used or stored above or below the indicated temperature range, a malfunction may occur.

Battery operating temperature range:

1. During discharge: -10 °C to 50 °C

2. During charging: 0 °C–40 °C

If the bicycle has a removable display with a power button, we recommend storing the display in a warm place. In this case, the battery level should not deteriorate to the point that the bike does not start. The bike can also be started directly from the battery if it is not an integrated battery.

If the bike has a power button on the frame and an integrated battery, we have added a start hole protected with a rubber nipple on the down tube, above the battery. Through it, the bicycle battery can be started using an object with a maximum diameter of 2.5 mm (such as an Allen key).

The odometer of the e-bike display calculates the distance and speed based on tyre circumference, using a speed sensor. At the factory, the circumference of the tyre is determined with the original tyre and the assumption that the tyre will depress slightly during cycling. Depending on the tyre pressure and load on the bike, the actual dimensions may change slightly. Changing to a different type of tyre will also change the tyre circumference. The margin of error allowed by Shimano in the measurement is approximately 4%.

A GPS device calculates the distance based on the GPS signal. All GPS devices have a certain margin of error in the measurement, which affects the measurement result. Therefore, it can be assumed that the measurement results do not fully match.

All Helkama e-bike motors have an output of 250 W, and the motor assistance works up to 25 km/h.

The majority of electric bicycles on the market belong to the category of electrically assisted bicycles, as do all Helkama’s e-bikes. The motor of an electrically assisted bicycle has a maximum output of 250 W, and the electrical assistance is switched off when the bicycle reaches a speed of 25 km/h. Without pedalling, electrically assisted bikes can travel at a maximum speed of 6 km/h with so-called starting assistance. The weight of the bike has no effect if the other conditions are met. Electrically assisted bicycles are covered by home insurance and do not require motor liability insurance.