Moto-Direct

Frequently Asked Questions

Login / Registration

I've forgotten my password.

Click on 'Login'. Next you'll be asked to enter your email address that you registered with. Then select the 'Forgotten Password?' option. We will then send you an email to the address that you registered with that enables you to reset your password. If no email arrives please check your junk mail and spam filters.

I can't log in?

Please use the email address you originally registered with remembering that your password is case sensitive.

Remember to check your junk/spam filters, if you don’t see the email come through.

How do I create an account?

Please ring our accounts department on 01773 864420 choosing option 2 or send an email to accounts@moto-direct.com

Do I need to set up an account to place an order?

Please remember you can only have an online account if you are already a dealer with Moto Direct.

Why does the site ask me a question about cookies on login?

Cookies are small bits of information which are sent to your browser from a website that you visit. They are stored on your computer's hard drive. Our site uses a variety of cookies to perform different functions, from remembering that you are logged in during visits to what items you have placed in your shopping cart. Cookies also help us to identify which of our pages are the most popular and what type of journey our visitors make through our site. A cookie also enables remember shopping cart contents to be retained throughout your visit, and if you visit us from the same computer later, the cookie allows us to find it again for you. Our cookies do not record any of your personal information, they are used to tell us which bits of the information we hold should be shown to you. For more information regarding our site cookies please see here

Ordering Process

I can't find the item I'm looking for

Please check the spelling or wording of the item you're searching for. Sometimes items may no longer be available and the words can be hyphenated.

How can I make changes to my order?

Once the order has been placed you can’t amend the order, you would have to call Customer Services on 01773 864420 to see if any amendments can be made. Due to our automated systems sometimes the order may be processed and dispatched by our warehouses which would mean unfortunately no changes could be made to your order.

Can I put items in my basket without having to log in?

Yes this is possible.

I'm being told my order is on hold?

This maybe the system just being overly cautious! Please contact our accounts department on 01773 864455 or email accounts@moto-direct.com who will be happy to help.

I've added items to my basket and submitted the contents to complete my checkout but the system is telling me there’s a difference of pricing that I need to confirm?

Your prices and discounts are displayed on screen when you are logged in. However the prices displayed are at the point of when you have logged in. On a rare occasion that your prices or discounts are altered whilst you are logged in on the website the system will do a final check when submitting your basket at checkout to compare the pricing is correct. If a difference is found it will warn you of re-pricing. You can cancel or continue with the checkout process at this point.

Customer Services Opening Hours

Monday to Friday 9.00am to 5.30pm

Ordering Process

I can't find the item I'm looking for

Please check the spelling or wording of the item you're searching for. Sometimes items may no longer be available and the words can be hyphenated.

How can I make changes to my order?

Once the order has been placed you can’t amend the order, you would have to call Customer Services on 01773 864420 to see if any amendments can be made. Due to our automated systems sometimes the order may be processed and dispatched by our warehouses which would mean unfortunately no changes could be made to your order.

Can I put items in my basket without having to log in?

Yes this is possible.

I'm being told my order is on hold?

This maybe the system just being overly cautious! Please contact our accounts department on 01773 864455 or email accounts@moto-direct.com who will be happy to help.

I've added items to my basket and submitted the contents to complete my checkout but the system is telling me there’s a difference of pricing that I need to confirm?

Your prices and discounts are displayed on screen when you are logged in. However the prices displayed are at the point of when you have logged in. On a rare occasion that your prices or discounts are altered whilst you are logged in on the website the system will do a final check when submitting your basket at checkout to compare the pricing is correct. If a difference is found it will warn you of re-pricing. You can cancel or continue with the checkout process at this point.

Delivery/Returns

My package is lost, what happens next?

Please call our Customer Services department on 01773 864420 with as much information you have, e.g. Invoice Number, Sales Order Number, Account Number.

The shipping box and product are both damaged, what should I do?

Please call our Customer Services department on 01773 864420 with as much information you have, i:e Invoice Number, Sales Order Number, Account Number. Also please provide photos if possible.

Please also make sure that you have signed for the boxes and written damaged on the carrier documentation you are asked to sign

Can I track my order?

Your tracking number is on the email that comes over once your order has been confirmed with our warehouse, if you can't see this please call Customer Services on 01773 864420.

The tracking number is also in the accounts section of the website and contained within the order details.

How do I know if my order has been received by MotoDirect?

You should receive an email confirmation giving you an order confirmation number.

Can I specify a delivery date when ordering?

Yes this is possible.

Can I specify a time for my delivery?

Yes, our carrier provides a choice of delivery times which are optional; however there are some restrictions and further costs to certain areas and days.

My items are out of stock?

The website will provide you with an estimated date for when we expect your item(s) in stock. However you may request a weekly outstanding order report giving you this information too. Please note we will strive to secure your item on any incoming delivery to us but this usually works on a first come basis. If you require the date urgently please contact Customer Services on the number above.

I haven't received all of my order.

Check your delivery note, it may say the products have been back ordered, if this is not the case please call Customer Services.

Can I have my parcel despatched direct to customer?

Yes, this is possible, but you will incur a fixed carriage surcharge.

I have a return, are there special instructions if the carrier will be coming by to pick up the item(s)

Usually if it's a parcel that we have been asked to be collected on your behalf, there would be a RMA number given to our carrier. If you are unsure please contact our warranties department 01773 864456

Can I return items if they don’t fit or I change my mind?

Please contact the Returns department on 01773 864420 choosing option 4 or ring them directly on 01773 864456

Can you provide pre sales technical advice?

If you look at the Moto Direct website, and click on the brand you are looking for, this website should give you more information.

Complaints Procedure

Moto Direct Ltd is committed to providing the highest standard of service to our customers. However, should you need to complain we will do everything possible to ensure that your complaint is dealt with quickly and fairly. The easiest way to complain is to simply give us a call on 01773 864420 and the member of staff receiving your call will try to resolve your complaint immediately, In the unlikely event that your complaint cannot be resolved to your satisfaction please write to; Moto Direct Ltd, Euro House, The Nursery, 1 Wincobank Way, South Normanton, Derbyshire, DE55 2FX