Frequently Asked Questions

Click on 'Login', then select the 'Forgotten Password' option. You'll then be asked to enter the email address that you registered with.

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.

Please use the email address you originally registered with remembering that your password is case sensitive. If you don’t receive an email with a reset password link, please remember to check your junk/spam filters.

If you are still struggling to access your account, please contact us on +44 (0) 1773 864 420 or by email and we’ll be happy to help.

Please contact us on +44 (0) 1773 864 420 or by email and we’ll be happy to help.

Please contact us on +44 (0) 1773 864 420 or by email and we’ll be happy to help. Unfortunately, at this time we can only accept customers with physical retail premises.

Please check the spelling or wording of the item you're searching for. Sometimes older items may be discontinued and no longer available. If you can’t remember the name of the item you are interested in, the filters on the left-hand side of the item list pages may help you refine your search.

If you still can’t find the item you are looking for, please contact us on +44 (0) 1773 864 420 or by email and we’ll be happy to help.

Once an order has been placed you can’t amend the order, as we begin processing your order immediately. Please contact us on +44 (0) 1773 864 420 or by email and we’ll be happy to help.

Unfortunately, as we aim to despatch your order as soon as possible, sometimes the order may already be processed and dispatched by our warehouse which would mean no changes could be made to your order.

No, you must be signed in to view stock, prices and add items to your basket.

Your prices and discounts are displayed on screen when you are logged in. On a rare occasion if items are in your basket for an extended period it is possible that prices may change when you come to checkout.

If a difference is found the checkout page will warn you of re-pricing. You can cancel or continue with the checkout process at this point.

Monday to Friday 9.00am to 5.30pm.

UK:

• Next Day Delivery: orders of £399.99 ex VAT and over - FREE

• Next Day Delivery: orders up to £399.99 ex VAT - £3.99

• Pre 12pm Next Day Delivery: no minimum order value - £8.99

• Pre 10am Next Day Delivery: no minimum order value - £10.99

• Saturday Delivery: no minimum order value - £19.99

Northern Ireland:

• Next day delivery: orders of £399.99 ex VAT and over - £9.99

ROI:

• Two day delivery: orders of 499.99€ ex VAT and over - 12.99€

Channel Islands & Gibraltar:

• Next day delivery: orders of £399.99 ex VAT and over - £9.99

Your tracking number is shown on the email that is sent once your order has been despatched by our warehouse.

The tracking number is also in shown in the ‘my account’ section of the website and contained within the shipment details section.

You will receive an email confirmation giving you an order confirmation number and a list of items ordered.

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.

A delivery date may also be requested however this is optional. If you leave this blank, we’ll aim to despatch your items as soon as possible.

When placing an order, the website will provide you with an estimated date for when we expect your item(s) in stock.

To view details of an existing order, please visit the ‘my account’ section to view details of open orders, including an expected delivery date for items which are out of stock.

Please check the ‘my account’ section of the website to view details of recently placed orders, including despatched quantities and expected delivery dates for items which are out of stock.

If an item is showing as despatched and you believe you haven’t received the delivery, please contact us on +44 (0) 1773 864 420 or by email and we’ll be happy to help.

Yes, this is possible, simply select 'deliver the order to a different address.' under the Shipping tab at Checkout.

1. Go to your account tab and navigate to the 'Returns' page.
2. Click the 'New Return' button to begin your request.
3. Add the products you wish to return. If you are unsure of the specific item, enter 'unknown' and describe it as accurately as possible in the comment box. Please try to include the product code, as this will help us process the return without delays. See below for guidance on locating product codes.
4. Provide a reason for your return, include any additional details, and upload proof of purchase or an image of the product before submitting your request.

Do I need to upload my customer’s proof of purchase? 

To ensure return requests are processed quickly and efficiently, we recommend uploading proof of purchase. This can be in the form of a receipt, bank statement, gift receipt, etc. Please note that without appropriate proof of purchase, we will not be able to offer an exchange or refund.

Can I send my returns without submitting a returns request?

No, all returns must have a returns request and can only be sent back once approved by our returns team.

Do I have to include the product code? 

To ensure returns are processed quickly and efficiently, we strongly recommend including the product code rather than marking the item as 'unknown'.

Where can I find the product code? 

For garments, the product code can be found on the care label. It will be a six-digit code. 

For helmets, the code can be found on the box, or you can search via collection and select the colour.

Why do you need images of the products?

For distance claims, providing images of the products allows us to assess whether a return is necessary. This helps us process your claim more quickly and efficiently.

How long will it take for my return to be processed?

We aim to process returns within one week of receipt. However, delays may occur during our busy race season.

Do I need to include anything with the items I am returning?

Yes. Once your return is confirmed, you will receive an email with two attachments. These must be printed and attached to the outside of the package before sending it back. This allows us to book the return and process it efficiently. If you are unable to print the paperwork, please ensure the WR/SR code is clearly written on the outside of the packaging.

Please contact us on +44 (0) 1773 864 420 or by email with as much information you have. In addition, any photos of the damaged items on arrival will be very useful.

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

It may be possible to exchange the item for a different size or an alternative item, subject to availability and other restrictions.

Please contact us on +44 (0) 1773 864 420 or by email for more information.

The details page for each item contains a technical specification which may be able to answer your question immediately.

If this is unable to resolve your query, please contact us on +44 (0) 1773 864 420 or by email and we will be happy to help.

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 to call us on +44 (0) 1773 864 420 or email 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.