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Customer Service

1.⠀Payment

I forgot to state the order number when paying, will this be a problem?
If the bank account you are paying from is on the same name as your order, it will be okay. If someone else payed for you then please email the name of that person so we know that the payment is for your order.

How long will it take for the money to arrive at MotoSparepartner’s bankaccount?
Payment through the payment module on the website:
-   MotoSparepartner immediately receive a confirmation of your payment and your order is processed immediately.

Transfer to manually created orders by email or phone:
-   This may take up to 5 days, depends on the bank you use.

Last week I made a transfer to the post but the site says that my order has not been paid?
Paper credit transfers always take longer than a week. They must be manually processed by the bank which takes a lot of time. Would you to pay quickly for a fast order process? Do it with the payment module on the website and we receive the money immediatly!

Is it possible to pay with PayPal?
Yes, this is possible by using the payment module on the website. For the cost of using PayPal there is a fee of €2,95.

Is it possible to pay with a cheque?
No this is not possible, MotoSparepartner does not accept payment by check. Payment is only possible through the checkout with your shopping cart.

Is it possible to pay with a postal/money order?
No this is not possible, MotoSparepartner does not accept payment with a postal/money order. Payment is only possible through the checkout with your shopping cart.

Is it possible to pay with creditcard?
Yes, this is possible by using the payment module on the website. For the cost of using creditcard there is a fee of €2,95.

Can I pay by direct debit?
No this is not possible, MotoSparepartner does not accept payment by direct debit. Payment is only possible through the checkout with your shopping cart.

In which ways is it possible to pay?
You can pay at MotoSparepartner in the following ways:

  • With iDEAL: You pay directly online on the website of your own bank, it can if you have a online money transfer account from your bank. Your payment will enter directly into our bank account and your order is immediately processed.
  • Payment in advance: You transfer the total amount of the order by bank receipt to the bankaccount of MotoSparepartner and we will process your order. For transferring you receive after ordering all information directly by email.
  • Credit card: You pay directly and securely on the site of Pay.nl. Your payment will enter directly into our bank account and your order is immediately processed. When you use the credit card, MotoSparepartner charges a fee of €2,95.
  • PayPal: You will pay directly and securely on the PayPal site. Your payment will be processed immediately and your order is processed immediately. When you use PayPal, MotoSparepartner charges a fee of €2,95.

What are the payment charges for an order?
Prepayment: With this payment method MotoSparepartner brings no additional charge.

iDEAL: With this payment method MotoSparepartner brings no additional charge.

Creditcard: With this payment method, MotoSparepartner charges a fee of €2,95 for using the creditcard.

PayPal: With this payment method, MotoSparepartner charges a fee of €2,95 for using PayPal.

What are the bank details of MotoSparepartner?
Payment details:
All the information you need before payment (this information can also be emailed if you ordered)

Our account: NL20 ABNA 0442 0276 48
S.W.I.F.T. Bank Identifier Code (BIC): ABNANL2A (for Germany ABNANL2AXXX)

Our address:
Mailing address: PO Box 128, 7390 AC Twello

Select at the transfer for shared transaction (zg. Shared).
Once you have placed your order you will receive an email with all the details.

2.⠀Delivery

An article has been in back-order for quite a while. Can I get my money back?
No, as an article in back-order status this already ordered from a supplier. This product will be produced/delivered specifically for you.

An article is in backorder and will be send later. Do I have to pay shipping costs again?
No, you only pay shippings costs once. If something is send later this is done without extra charge.

Can I track my order with Track & Trace?
Yes, after shipping you can track the package online on our site. This way you know exactly when to expect your order.

I have ordered something at MotoSparepartner but didn't get a confirmation. Didsomething went wrong?
As soon as you place an order at MotoSparepartner you receive an email. If you didn't get the email, something went wrong. Email us your address and order number via the email form at Customer Service and we will check what went wrong.

I have placed an order and got a confirmation but haven't heard from it since.
Normally you only hear from us when we have send (a part of) your order. It is possible that an article is in order for a longer time, then you don't hear anything from us. You can check this yourself at ‘Order Status’ on the site. If your order is in progress there it means we haven't forgotten about it. If we know more about the delivery time we will show that information there also.

I haven't received an invoice, how do I get an invoice?
As soon as your order has been payed and completely send, we make an invoice for it. This invoice can be downloaded and printed under 'Order status' on the site.

Is the data about by order at 'Order Status' up to date?
Yes, all data on the site are always up to date. The site is directly linked to our order system. What you see at 'Order Status' is always up to date.

There is an article in back-order, what does this mean?
If an article is in back-order it means we and our supplier didn't have it in stock. We have to wait until the supplier gets new stock. Most of the times this takes 20 to 40 work days.

What happens if I’m not at home when the mail man comes with a package?
Then the delivery company do his own procedure for this situation.

When will you start selling parts for a new brand/model?
If your brand or model is not listed yet, we don't have plans to sell parts for it yet. If you think we really should list your model please let us know by sending an email to our customer service and we will try to help you.

Who takes care of the delivery of my order?
Delivery is taken care of by DPD. Packages are delivered to your door. If you are not at home, the delivery man will try again later or will let you know where you can collect your package.

3.⠀Exchange and Returns

Special order items over € 100, - will not be returned. All special ordered items under € 100, - will be taken to return for 65% of the purchase value minus the shipping, this is related to administrative and logistics costs.

I have received an article but it is not correct or it isn't what I expected. Can I return it?
MotoSparePartner wants you to be completely satisfied with your on-line shopping experience. If an article you purchased from us is defective or simply not to your satisfaction, you may return it within 14 days of receipt for an exchange or a refund of your purchase price. See also: 'How do I return something?'

How do I return something?
Returning articles will done at your own costs. Should it be our fault you will be reimbursed for the shipping costs afterwards.

NB: When returning articles add a note with the following: your name, customer number, order number and the reason of returning. Without that data we can't process your returned shipment. Please explain the situation and what you want us to do with it.

Send your shipment to:

  • MotoSparePartner
  • Afdeling retouren
  • Rijkstraatweg 97,
  • 7391MJ
  • Twello
  • The Netherlands

Don't forget all your details and order number in the note!

4.⠀Compliance and Warranty

MotoSparepartner guarantees that the products and / or services meet the contract specifications stated in the offer, the reasonable requirements of reliability and / or usability and on the date of the conclusion of the agreement existing legal provisions and / or government regulations. If agreed, MotoSparepartner also guarantees that the product is suitable for other than normal use.

A MotoSparepartner, manufacturer or importer does not affect the legal rights and claims that can enforce the consumer under the contract against MotoSparepartner.

Any defects or incorrectly delivered goods must be reported within 3 days after delivery to MotoSparepartner by letter. Return of goods must be in original packaging and in new condition. This does not apply for wrongly ordered products, if the buyer ordered the wrong product, the buyer gets a percentage of 65% of the purchase price minus shipping costs.

The warranty MotoSparepartner corresponds to the manufacturer's warranty period. MotoSparepartner however never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.

The guarantee does not apply if:

  • Consumer products supplied has repaired itself and / or processed by third parties to repair and / or processing;
  • The products supplied are exposed to abnormal conditions or otherwise careless handling or contrary to the instructions of MotoSparepartner and / or on the packaging;
  • The defective in whole or in part the result of regulations that the government has made or will make regarding the nature or quality of the materials used.
5.⠀Privacy Policy

MotoSparepartner protects the privacy of its visitors. To give you insight in the way MotoSparepartner deals with your personal details this privacy policy was made.

Personal Details
We will not give your personal details to third parties. We value your trust in us and will do everything to protect your personal details. By request we can send you the details we have on you.

On MotoSparepartner there is interaction between the visitor and our server. All interactive services on MotoSparepartner communicate directly with the visitor without human intervention or checks.

MotoSparepartner has extensive means of following the surfing behaveour of its visitors and uses these techniques almost constantly. My the ability to monitor the surfing of the visitors on MotoSparepartner we are able to improve and extend the MotoSparepartner website considerably.

No rights can be claimed on the information above in any way. MotoSparepartner reserves the right to change or extend this document without any notification.

Cookies
A cookie is a small amount of data, which often includes an anonymous unique identifier that is sent to your browser from a website's computer and stored on your computer's hard drive. Each website can send its own cookie to your browser if your browser's preferences allow it, but (to protect your privacy) your browser only permits a web site to access the cookies it has already sent to you, not the cookies sent to you by other sites. MotoSparepartner uses cookies keep track of your order list and wish list. When you don't accept our cookies the functionality of our site is reduced.

Our newsletter
When you decide you don't want to receive our newsletter any more, just unsubscribe by clicking the link at the bottom of the newsletter or click newsletter on MotoSparepartner.

Questions about our Privacy Policy
If you have any questions concerning our Privacy Policy you can email us using the email form at Customer Service. Ofcourse we appreciate good suggestions. Do not hesitate to tell us on which points we can improve our service.