FAQ / Troubleshooting
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We ship our products with DPD, UPS, Kimes and TNT.
Once the product has been dispatched you will receive an email notification with the tracking number.
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DPD will send a text message if you provide your mobile number at the time of ordering, UPS, Kimes and TNT will not contact you.
Tracking numbers will be emailed to you once your product has been dispatched.
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The courier will attempt delivery 3 working days, if they are unsuccessful it will automatically be returned to us. If this happens we will need an additional payment for re-delivery unless you can prove that the courier has broken protocol.
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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 item back we will carry out an inspection and issue a full refund.
Please email your return request to sales@evonestop.co.uk please provide your order number, invoice number or sales order number and we will reply with the steps to follow.
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Please see 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 small video of the fault happening will be a great help.
Once we have received your return we will put it through our testing and inspection procedures and will either repair or replace the faulty product.
Please email your return request to sales@evonestop.co.uk please provide your order number, invoice number or sales order number and we will reply with the steps to follow.
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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.
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Please click the below link.
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We always recommend contacting a qualified electrician for your installs, below is a general guideline for your supplying cable.
Cable run up to 10 meters - 6mm SWA cable.
Cable run over 10 meters - 10mm SWA cable.
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Under the 18th edition wiring regulations every EV charging unit needs its own TT rod or O-pen device.
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Under the 18th wiring regulations EV charging units need either a DC monitoring module (available by drop down on our units) or they need to be installed with a Type B RCD at source. Please talk to your electrician about this and they will be able to advise you.
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Yes the charging cable can be used in the rain but it is recommended to unplug and store the cable once charging has finished.
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This is a safety feature on the cables so when it is unplugged the power disconnects first.
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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
- Un-ravel the cable, lay it out and un-twist 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, and lock the vehicle - re-access the situation.
Should the problem persist on an alternative charger and vehicle please contact at sales@evonestop.co.uk with a short description of what is happening on the status indicator when you plug your cable in.
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Please see below for the LED status indicator information, if the LED does not behave like listed below there may be a fault with the unit. See further troubleshooting steps.
Flashing blue light
- Ready for Charge (IEC socket only)
Fixed blue light
- Cable plugged in but not charging
Fixed green light
- Charging in progress
Flashing red light
- Fault indicated - Switch off unit at source and switch back on after 20 secs to clear fault. If fault persists, contact your installer
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To reset the units RCBO - push both levers fully down until you hear a click, this will require a small amount of force as you need to push past a latch. Once you hear the click push both levers to the up position.
See the below article for more information:
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The first thing to check is that the charging cable is pushed into the unit fully.
The next step would be to check the proximity pilot connection, on the back of the socket there is a small white wire that goes back into the port labelled PX on the mode 3 controller, make sure both connections are secure and tight, it is also a good idea to make sure the same is true for all of the wires between the back of the socket and mode 3 controller. See the below link for more details and testing procedures.
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The first thing to check is that there is a good earth connection on the installed unit, something under 100 ohms is considered adequate, below 80 is ideal.
Please also make sure that there is no charging settings turned on in the car and it is unlocked and turned off.