Frequently asked questions
Have a question about a motorcycle part, your delivery or your order? Find the information you need to choose your products and track your purchases on moto-vision.com. For a specific enquiry, our customer service team is here to help.
Compatibility and choosing motorcycle parts
How can I find the right parts for my motorcycle?
Filter your search by your motorcycle's make, model and year directly from our website's homepage:
You can also check the compatibility information on the product page, in the "Compatible with" tab in the detailed description, and check the version of your motorcycle.
Also check the dimensions, mounting points and any fitting restrictions.
If you are unsure whether a part is compatible, contact our Customer Service team using the contact form and provide the make, exact model, year and version of your motorcycle, along with the reference of the product you are interested in. Add photos if your motorcycle has any equipment or modifications that could affect fitting.
Have you modified your motorcycle? Describe the modifications and attach photos to your enquiry. Changing the handlebars, fairings, exhaust or controls can affect the compatibility of a part.
⚠ Please note: a universal product does not necessarily fit every motorcycle. It may simply have a feature that is common to a wide range of vehicles. Always use the information we provide to check whether the product is suitable for your motorcycle.
How can I choose a universal part?
A universal product does not necessarily fit every motorcycle. It may simply have a feature that is common to a wide range of vehicles. Check its dimensions, mounting system and technical specifications. A universal part may require adapters or adjustments: it does not automatically fit every motorcycle.
How can I check whether a part is approved for road use?
Check the approval information and usage restrictions on the product page. A part designed for racing or track use may be restricted to that use. If the information is missing, contact us before you buy.
Our carbon fibre parts do not have road-use or TÜV approval.
How can I find out what is included in a kit?
Check the description and photos showing the product contents. In particular, check whether fasteners, brackets and adapters are included or sold separately. If the information is missing, contact us before you buy.
Some parts that fit in the same way as the original parts require you to reuse the original fasteners. This is particularly the case with our carbon fibre parts, which are sold without screws.
How can I get help with fitting?
Check the instructions and information on the product page. If you encounter a problem, send us the part reference, your motorcycle details and photos of the installation. For technical work or bodywork painting, use a professional to ensure a result that meets your expectations.
How can I report a compatibility issue after receiving my order?
Contact our customer service team with your order number, your motorcycle details and photos showing the problem. Avoid drilling, painting or modifying the part until we have replied.
Orders and availability of Moto Vision parts
How can I check whether a product is available?
Availability and the estimated dispatch time are shown on each product page, above the "Add to basket" button. An in-stock item can generally be dispatched within 24 to 48 working hours.
How can I check the lead time for a product awaiting restocking?
Check the lead time shown on its product page. We always provide an average delivery lead time for products awaiting restocking or ordered from our suppliers. The average restocking lead time for an out-of-stock carbon fibre part is around 3 months.
If you need your order by a specific date, contact us with the product reference before placing your order. We can then check directly with the supplier whether that deadline can be met.
How can I find out when my order will be dispatched?
Check the availability of each item before placing your order. If a product is out of stock, a message asks you to confirm that you wish to proceed with your order despite an item being temporarily unavailable.
If your basket contains items with different lead times and its total exceeds €100, you will automatically be offered a choice between split shipments, so you do not have to wait for out-of-stock parts, and a single shipment. If you choose a single shipment, the in-stock parts are reserved and set aside for you until all items have arrived.
For baskets totalling less than €100, in-stock parts are automatically set aside until the other items arrive. If you would like an earlier shipment, please contact our customer service team. You will be charged for the additional shipment.
How can I change or cancel my order?
Contact us as soon as possible with your order number and the change you would like to make. We will check whether your order can still be changed or cancelled, depending on its preparation status. An order that has already been dispatched cannot be cancelled. In that case, we invite you to refuse delivery or leave your parcel uncollected at the collection point. The order will then be automatically returned to Moto Vision, the sender. If you accept the parcel and wish to cancel your order, you can exercise your right of withdrawal through the After-sales Service section of your customer account.
How can I correct my delivery address?
Let us know as soon as possible, providing your order number and the full address. If your parcel has already been dispatched, the options for making changes depend on the carrier. An email or text message containing your tracking information is sent on the evening your parcel is dispatched. You can then contact the delivery service to find out whether your address can be changed.
If you have not yet confirmed your order, you can enter a new delivery address at the stage where you choose your carrier.
How can I find my order confirmation?
Check your inbox and spam folder. Once payment for an order on our website has been validated, we send you an email confirming that the order is being prepared. Orders awaiting payment cannot be processed by our dispatch team. If you cannot find the message, contact us through your customer account and provide the email address you used.
If you are not receiving our emails, check that the email address you entered when registering on our website contains no typing errors.
Delivery and collection
How can I choose my delivery method?
The available delivery methods are displayed when you place your order, depending on your address and the items in your basket. Select your preferred option before confirming your purchase.
How can I check my delivery costs?
On each product page, you can estimate the shipping cost for a part by entering your postcode.
To check the total cost for your basket, enter your postal address and choose a carrier in the basket. Delivery costs are displayed before you pay for your order.
For shipments to destinations subject to customs charges, we cannot know the amounts payable in advance.
How can I qualify for free delivery?
Delivery to a DPD Pickup collection point is free on orders of €95 or more for private customers in mainland France, excluding Corsica. The offer applies to eligible parcels weighing less than 10 kg and excludes oversized parcels, such as fairings, ramps and seat units, as well as professional accounts. Check the items in your basket if free delivery is not offered.
If you have any questions about the shipping charges you have paid, please contact our customer service team.
When can I expect to receive my order?
The total lead time includes order preparation followed by transit. From dispatch, the estimated delivery times are 24 to 48 hours for DPD in mainland France and 48 to 72 hours for Colissimo. These times are not guaranteed, and Moto Vision cannot be held responsible for delays caused by a carrier.
For in-stock parts marked "Dispatched today", your parcel can be prepared the same day, before the carriers collect parcels at 2 pm.
Some parts are listed as in stock but show a dispatch lead time of 48 hours. These items are held in stock by our suppliers, who deliver to us within 24 hours as part of our just-in-time supply arrangements.
Orders cannot be delivered on public holidays.
Carrier delivery times apply once the order has been prepared and dispatched from our warehouse.
How can I track my parcel?
A tracking link is emailed to you after dispatch. You can use it to check the progress of your delivery on the carrier’s website.
Please check your spam folder if you have not received an email in your main inbox by early evening. If you cannot find an email there either, contact our customer service team who can provide your shipment tracking number.
How can I arrange collection from your store?
We offer free in-store collection for certain local customers. This option is only offered if your postal address is within a specified radius of our store, located at 1 rue des Joncs, Parc de la Sauer, 67360 Eschbach. Wait for the email confirming that your order is ready before travelling to the store.
How can I collect my parcel from a collection point?
Wait for the carrier’s notification and bring the required documents. If you cannot collect your parcel yourself, you may authorise someone else to collect it for you. They must bring a letter of authorisation signed by you and their own proof of identity.
Check the collection deadline stated in the message you receive:
- Your parcel is held for 9 calendar days from the day it is delivered to the DPD Pickup collection point. After this period, it will be returned to Moto Vision.
- If you have chosen delivery to a La Poste collection point, your parcel is held there for 14 days, or for 5 days in a Pickup Station locker.
Parcels that could not be delivered to the address are held at the post office for 15 calendar days, starting on the day after the delivery notice was left.
How can I receive a parcel returned by the collection point?
Contact us with your order number. We will check that the parcel has been returned and arrange for it to be sent again to the same address or to your home, as requested. You are responsible for the cost of resending the parcel if it was not collected within the required period.
How can I get help if my delivery is delayed?
Check the carrier’s tracking information. If the estimated date has passed or the tracking status is no longer updating, contact us with your order number so that we can open an enquiry with the carrier.
We do not offer additional goodwill compensation for delays beyond our control.
How can I report a parcel marked as delivered that I have not received?
Check with other members of your household, your neighbours or the collection point. If you cannot find the parcel, contact us with your order number so that we can open a claim with the carrier.
In the event of a dispute concerning goods not received, we wait for the carrier’s response before offering to cancel, refund or resend the order.
How can I place an order from abroad?
Enter your country and address in the basket to see the available delivery options. If no option is displayed, contact us with your address and the references of the products you would like to order.
What charges should I expect for delivery outside the European Union or to French overseas territories?
Customs duties, local taxes or customs clearance fees may be payable on receipt. These charges are your responsibility. Check with the authorities in the delivery destination before placing your order.
Please note that by ordering on the website, you are considered the importer of record and must comply with all laws and regulations in the country where you will receive the goods. Cross-border deliveries may be opened and inspected by customs authorities.
Returns, exchanges and refunds
How can I return a product if I change my mind?
For an online purchase as a private customer, you generally have 14 calendar days after receipt to notify us that you wish to exercise your right of withdrawal, followed by 14 days to return the product.
How can I submit a return request?
Log in to your customer account and use the After-sales Service section. If you exercise your right of withdrawal, only products returned complete, in their complete and undamaged original packaging, and in perfect resale condition with no signs of fitting will be accepted. Any product that has been damaged, or whose original packaging has been damaged, will not be refunded or exchanged.
How can I request an exchange?
Specify the reference, size or variant you would like in your return request. Our team will check whether the replacement is available and explain the conditions of the exchange.
How can I prepare my return parcel?
Protect the product in a suitable box and include the supplied accessories and your return reference. Keep the original packaging if possible, and retain your proof of dispatch until the case is closed.
Where can I send my return?
Moto Vision’s address is: 1 rue des Joncs, Parc de la Sauer, 67360 Eschbach, France. Contact our customer service team first for instructions appropriate to your request. Once our team has accepted the return, we will send you a return form to include in your parcel.
What costs should I expect when returning an item?
If you change your mind, you are responsible for the return shipping costs. For a dispatch error or a fault covered by Moto Vision, we will send you a prepaid La Poste label with the return form.
If you choose another carrier, you will be responsible for the return shipping costs.
How can I return a part that has already been fitted or used?
Describe its condition and any handling or work carried out in your request. If you change your mind, use beyond the checks necessary to inspect the product may result in your return request being cancelled or your refund being reduced. If the part is faulty, submit an after-sales service request with supporting photos.
How can I return a personalised product?
Made-to-measure or personalised products are excluded from the right of withdrawal. These products are easy to identify on our website: a red notice stating "⚠ Important: made-to-measure product. Any refund for this product will be reduced by 30%." appears in the short description.
How can I return a promotional item?
An item purchased online on promotion or clearance is covered by the same right of withdrawal, unless a legal exception applies to the product, such as an advertised reduction in value or a second-grade fibreglass part with a disclosed defect.
When can I expect to receive my refund?
If you exercise your right of withdrawal, the refund will be issued no later than 14 days after your request. It may be withheld until the product has been received or proof of dispatch has been provided.
How will I receive my refund?
The refund is issued using the payment method used for your purchase, unless you agree to another solution, such as credit added directly to your customer account. The time it takes for the refund to appear in your account then depends on your bank or payment provider.
Which delivery charges can I recover if I exercise my right of withdrawal?
If you withdraw from the entire order, the delivery charges paid for the order are refunded. If you withdraw from the purchase of one or more items, no shipping costs will be refunded. If delivery was free, you cannot request a refund of delivery costs.
Warranties and claims
What warranties do I receive when I buy a product?
As a private customer, you benefit from the statutory guarantee of conformity and the guarantee against hidden defects. A commercial warranty may also be offered depending on the product; its terms apply in addition to the statutory guarantees.
How long do I have to report a lack of conformity?
You can exercise the statutory guarantee of conformity for two years from receipt of your electronic product. It covers manufacturing defects and products that do not match their description, among other issues.
How can I make a warranty claim?
Submit an after-sales service request with your order number, the product reference and a description of the fault. Add photos or a video and describe the fitting and usage conditions.
What remedy can I receive for a non-conforming product?
The statutory guarantee provides for repair or replacement at no cost, normally within 30 days. A price reduction or refund may be available in the cases provided for by law, particularly if these remedies cannot be carried out.
How can I check whether wear on my part is covered?
Normal wear and damage caused by misuse are not defects of conformity. If the wear seems unusually rapid, send us photos and details of how the product has been used so that we can assess your request.
How can I report a parcel damaged on delivery?
Always check the parcel and its contents in the presence of the delivery driver. Describe the damage precisely on the delivery note and take photos. If there is significant damage, refuse the parcel and contact us promptly.
How can I report a damaged part after opening my parcel?
Keep the product, box and protective packaging. Submit an after-sales service request with photos of the damage, packaging and shipping label so that our team can assess your request.
How can I report a missing item or an incorrect product reference?
Compare the items received with your order and delivery note. Contact us with the relevant product references and photos of the products and their labels.
How can I track my claim?
All after-sales service requests and related conversations can be accessed directly through the After-sales Service section of your Moto Vision customer account.
How can I get help if my claim remains unresolved?
Send us a written complaint with your order number, the history of the issue and your preferred resolution. If the disagreement persists, you can use consumer mediation in accordance with the applicable procedures set out on service-public.gouv.fr.
Managing my Moto Vision account
How can I create my Moto Vision account?
Go to the login page, then select “Create an account”. Enter the requested information and check your email address before confirming. Moto Vision.
Do you work professionally in the motorcycle industry? Select "Professional" as your account type. Please also enter your SIRET number when creating your account so that we can verify your business activity and grant you standard or premium professional status.
How can I reset my password?
On the login page, click “Forgot your password?”. Enter the email address associated with your account and follow the link you receive. Remember to check your spam folder.
How can I find the account I used for my order?
Look for your order confirmation in your different email inboxes. If you cannot find it, contact us with your name, purchase date and order number, if you know it.
How can I update my personal information?
Log in to your account and open the sections containing your contact details and addresses. For changes relating to an order already placed, contact customer service directly.
How can I get my invoice?
Click "Download invoice", available in your order details. If you cannot find your invoice, request it using the contact form, providing your order number.
How can I view my loyalty points?
Log in to your account and open the section dedicated to loyalty points. You can view your available points and the terms for using them. You can also convert them into a discount voucher directly from your basket summary.
Moto Vision loyalty points are valid for one year. For every euro you spend, you earn 0.1 loyalty points. Each point is worth €0.50 in a shopping voucher. For example, a €50 purchase earns you 5 points, worth €2.50 in a shopping voucher.
How can I manage my newsletter subscription?
Update your preferences in your account’s Newsletter section, or use the unsubscribe link at the bottom of our newsletters. Select the categories you would like to receive newsletters about. Remember to consent to
How can I request the deletion of my account?
Use the contact form and select “Personal data”. Some order-related information may be retained to meet legal obligations, particularly if you have placed an order recently.
How can I open a professional account?
Visit the professional accounts page, then contact our team to find out about the conditions and required supporting documents.
Payment and promotional codes
Which payment methods can I use?
The available methods are displayed at checkout: payment card, PayPal and, depending on your circumstances, other options. The options offered depend in particular on your country and the total value of your order.
How can I pay in instalments?
If your order is eligible, select the option offered at checkout. Check the payment schedule, eligibility conditions and any fees before confirming.
How can I pay with Apple Pay or Google Pay?
Select the relevant button when it appears among the Stripe payment options. Its availability depends on your device, settings and whether the transaction is eligible.
How can I pay for my order securely?
Complete your purchase using the website’s payment module and follow the verification steps required by your bank or payment provider. Never send your full card number or verification codes to customer service.
How can I complete a payment that has been declined?
Check your details, spending limit and any verification required by your bank. You can choose another available payment method. If the problem persists, contact your bank or our customer service team.
How can I check whether my payment has been accepted?
Check your order confirmation and the information displayed in your account. If a charge appears without a confirmation, contact us before attempting payment again.
How can I report a duplicate payment?
Contact us with your order number, the date and the amounts concerned. If you attach supporting documentation, hide any banking information that is not needed for the check.
How can I use a promotional code?
Enter your code in the designated field in your basket summary, then apply it. Check that the discount is displayed before paying. Moto Vision
How can I check the conditions of a promotional code?
Check its validity dates, minimum spend, eligible products and permitted number of uses. Also check whether it can be combined with other offers and whether you need to log in to your account. We regularly offer promotions, exclusive discounts and loyalty benefits, detailed on the Moto Vision offers page.
How can I get help with a promotional code?
Contact us with the code you used and a screenshot of the message displayed. Specify the items in your basket to help us check.
Need help?
Cannot find the answer to your question? Contact us:
- In writing: via our contact form.
- By phone: on 03 88 09 29 31, Monday to Friday, from 10 am to 12 noon and from 2 pm to 5 pm.
For an order enquiry or claim, provide your order number and attach any relevant photos.