Shipping & Returns Policy
WHERE IS MY ORDER?
If your order has been dispatched and not reached you within the estimated delivery period, it could be due to one of the following reasons which will be detailed in the couriers tracking data:
- *The carrier has experienced a delay in which case your tracking information should display any delays and a new delivery date.
- *The delivery company has tried to deliver and has left you a calling card.
- *Your parcel has been left with a neighbour.
- *Your parcel has been left in a safe place.
- *Delays due to local postal volumes or adverse weather conditions.
- *Orders going outside of the EU may encounter customs delays.
If none of these apply, please check with the carrier or your local sorting office as they might be able to locate your parcel and provide you with further information. You can find your tracking details on an email we sent you.
If you still cannot find your parcel, you can contact our customer service team.
WHAT PRODUCTS ARE AVAILABLE FOR INTERNATIONAL DELIVERY?
All our products can be shipped overseas. In case we are unable to ship a specific product overseas, a message to this effect will be put under the product description.
UK DELIVERY INFORMATION
We aim to process all orders as quickly as possible. Stock items will be despatched within 1-2* working days and you will receive a shipping email with tracking details to let you know your order is on its way. Non stock or special order items take around 7-10 working days.
*These timescales may vary at very busy times and will make every effort to keep you informed in the unlikely event of a delay.
UK Mainland – Next working day if in stock & ordered before 3pm GMT
UK Highlands, Islands & Southern Ireland – 2-3 working days
Rates vary depending on the size and value of your order. You can see the final shipping amount at the checkout before committing to purchase, just enter your destination country and postcode/zipcode to calculate this.
Please accurately provide your shipping address to assure delivery. P.O. Box address will not be accepted and we accept no liability for goods lost as a result of poor or incorrect shipping details.
If your goods have been declared as lost by the courier, a replacement will be dispatched as soon as possible.
If your goods arrive damaged, please contact us with photos showing this damage within 24 hours of receiving the good. It is also vital that you send photos of the internal and external packaging as claims cannot be processed without this evidence. Upon receipt of this, a replacement can be shipped and the damaged part will be collected when delivery is made.
Because a signature is required for all deliveries, we’ve added the convenience of a two-hour delivery window. Just provide us with your mobile telephone number or email and our courier will tell you exactly when your order is being delivered. You can even change the delivery date or get it delivered to a neighbour.
HTM Motorcycles does not accept responsibility for items being delayed through customs/security checks or adverse weather conditions. There are no refunds on shipping costs unless HTM Motorcycles is responsible for the error.
DO YOU DELIVER TO THE WHOLE OF THE UK?
Yes, we deliver to the whole of the UK. However please note that courier services in some areas of Highlands and Islands can take 2-3 working days.
WHAT HAPPENS IF I AM NOT AT HOME?
If your order was sent by Royal Mail, they will leave the package at your nearest post office for you to collect. They will leave a calling card to say they have attempted delivery and at which post office your parcel is being held for collection.
If your order was sent by courier, they will leave a calling card if they were unable to deliver. You will then be able to schedule a redelivery, free of charge. Alternatively, you can also reply to the text message you received if you provided your mobile phone number when placing your order.
CAN I SPECIFY A DELIVERY TIME?
Orders sent via next working day or 48 hour delivery are usually delivered from 8am to 6pm (however this can be extended until 8pm during busy periods). We are unable to offer you a specific delivery time when an order is submitted online but you will receive a text message as well as an email detailing a one hour delivery time slot on the morning of the delivery.
If you do require an AM delivery or a specific time slot please contact us.
If the time is not convenient, you can use the text or email to change the delivery date or have the parcel left safely with a neighbour.
WHERE ARE YOU BASED AND WHERE ARE ORDERS SHIPPED FROM?
HTM Motorcycles are a UK based company and all orders are shipped from our UK warehouse.
WHAT HAPPENS IF I ENTER AN INCORRECT OR INCOMPLETE DELIVERY ADDRESS?
We are unable to check all delivery addresses so it is your responsibility to ensure that all delivery details are entered correctly. HTM Motorcycles cannot be held responsible for any carrier delays or failed deliveries that might occur by providing wrong or incomplete details.
HOW IS MY ORDER GOING TO BE SHIPPED?
HTM Motorcycles use a variety of carriers including APC, Royal Mail, FedEx, TNT, UPS, DHL and DHL Connect. We will choose the most appropriate carrier depending on the weight, value and destination of your order. All orders are sent via a tracked method and will require a signature.
HOW CAN I TRACK MY ORDER?
Once your order is dispatched from our warehouse, you will receive a dispatch confirmation email with a link to our carrier’s website where you can track your order. You can also find the tracking details for all your orders in the ‘my account’ section of our website.
HOW DO I RETURN A PRODUCT?
To return a product, there is no need to call or email us, just follow these simple steps:
- Request a return:
Email us requesting a return including your invoice number, full name & the reason.
- Repackage your products
Include a note inside stating your invoice number & full name. Please note that returned products must be unused and have all packaging and tags intact.
If we find the products are returned with wear and tear, crash damage or any signs of use, we reserve the right to refuse the refund and you will have to pay an additional shipping charge to receive the goods back.
For dealers/trade customers, there is a 10% re-stocking charge on any products returned that are not deemed faulty.
Returns are made at your own cost unless the part you received is faulty or incorrect. We recommend using a tracked and signed for service as we cannot take responsibility for items not arriving back to us. We suggest that you keep any receipts as they will contain your tracking number.
WHAT IF MY ORDER IS INCORRECT OR FAULTY?
If your order is faulty or incorrect, please contact us to clarify the issue so we can assist in resolving this for you.
Unused goods that are faulty or defective may be returned within 28 days of receipt as per our normal returns policy. If you have used your products and they have become faulty or defective during use, they can be returned within the warranty period set by the manufacturer. Please contact us prior to returning your goods so we can determine whether a warranty claim can be made.
A refund confirmation email will be sent to you once your return has been processed.
WHEN WILL I RECEIVE MY REFUND?
Please note that refunds can take up to 7 working days to be processed, if you have any questions about a refund, please contact our customer service by phone or email. If you have paid by PayPal and they have put the refund on hold, this is out of our control and will be released after they have completed their random checks.
CAN I SEND A PRODUCT BACK FOR AN EXCHANGE?
Yes we can offer an exchange for a different product. You just need to state this in your email & returns note and this will be processed once we receive this back into our warehouse. If any additional payment is required for the new parts then one of our customer services team will contact you.
A dispatch confirmation email will be sent to you once your exchange has been sent out.