FAO's

Account.

How do I log in?

You can log in via Login in the top right corner of the homepage. Here you will be required to enter your e-mail address / username and password.

Can I change my password and personal details?

Your personal details and password, can be changed in My MSP. My MSP is your personal account that overviews all your orders and personal details such as; billing - shipping adress and offers the posibilty to change your password.

I have forgotten my password

If you have forgotten your password, you can choose the option on the login screen; Forgotten password. Here you can fill in the e-mail address you provided when you registered. Within a couple of minutes, you will receive your password and will be able to log in.

I can not log in.

Below you will find a list of solutions for failure to log in to our website. If the following points do not lead you to the right solution, please contact us using the Contact Us form.
-You have not yet registered with MSP.
- If you have typed in the wrong e-mail address and/or password, you can not log in. Make sure you enter the right e-mail address with the corresponding password. If you have forgotten your password, you can choose the option on the login screen: Forgotten password.
- Deleting cookies. If you have deleted your cookies, your password will no longer be automatically filled in. If you have forgotten your password, select the option: Forgotten password.

I can not complete my registration because the country where I am located is not listed.

If the country where you are located is not listed on our website, you cannot place any orders with MSP. Some countries are excluded due to safety reasons and high risks.


Availability of spare parts.

Does MSP have all the genuine spare parts in stock?

MSP has a large stock of there own but we are not able to keep 1.2 million genuine spare parts in stock. Due to our extensive network of suppliers we are able to deliver all the genuine spare parts in a short time period.

How do I know for sure that I have selected the right original spare part?

Always double-check whether you have selected the right original motorcycle parts before you place an order. If you are not sure if you have selected the right genuine motorcycle spare part, please submit a request trough the Enquiry form.

What are discontinued spare parts?

Discontinued means that the original motorcycle spare concerned is no longer supplied by the manufacturer. It is quite possible, however, that a similar original spare part is available or that the original motorcycle spares is still available from our stock. So you should always ask if the discontinued original motorcycle spare can still be delivered via the Enquiry form.

Is there a minimum order amount?

No, we from MSP accept any order amount.

Can you offer me assisatance in finding the original motorcycle parts I need?

If you are unable to find the specific original motorcycle parts you are looking for, or not sure about the part number, please contact us either by e-mail: info@motorcyclespareparts.eu or telephone: (+31) (0)53-480-91-00 and we will be happy to provide any assistence you might require.

Can MSP place my genuine motorcycle spare parts order?

Our website has been created in a very user-friendly way. We offer various methods to find your required orginal motorcycle spares,with the use of visual spare parts catalog. If you experience any problems with the website and are not able to order the request original motorcycle part, we will be able to complete the order for you. NOTICE: you will still need to finalize the payment otherwise the order will not be processed. For any assistence please send an e-mail to: info@motorcyclespareparts.eu and we will help you with ordering the correct genuine motorcycle parts.

Can I place an order by e-mail or by telephone?

It is only possible to place an order trough the MSP web shop.

I have completed my order, but I have not yet received a confirmation e-mail - what now?

The confirmation e-mail may possibly have been placed in your junk mail box by your mail spam filter, so you should check your junk mail box/spam box. You can also check whether your order has come through by logging in to My MSP - in the menu, under ‘orders’, you will find the orders placed by you.

Can I still cancel/change my order after I have received the confirmation e-mail?

An order can be cancelled/changed after the payment is completed and you received the confirmation e-mail.

When will an order with backorder items will be shipped?

MSP keeps ordered items in stock and therefore does not ship an order incomplete, orders are shipped when the item(s) that are in backorder are received. As soon as the orders is complete it will be shipped.

My vehicle is not listed in the visual spare parts catalog - do you sell original spare parts for my motorcycle?

If there is no visual catalog available for your vehicle, please contact us trough the Enquiry form. You need to fill in all the required fields so that we can assist you as quickly as possible.

How are prices mentioned on MSP?

All prices mentioned on MSP are in Euro (excluding the applicable Dutch VAT 21%). A total breakdown will be shown in the shopping cart depending on country of destination.

Do I have to pay VAT?

Customers who live in the EU pay the VAT rate 21% applicable in the Netherlands, where as customers outside the EU are exempt from any VAT charge.

Which countries fall within the EU?

Belgium, Bulgaria, Denmark, Germany, Croatie, Estonia, Finland, France, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain (excl. El Hierro, La Palma, La Gomera, Tenerife, Gran Canaria, Santa Cruz, Las Palmas, Fuerteventura and Lanzarote), the Czech Republic, Hungary, the United Kingdom and Cyprus.

As a customer outside the EU, will I have to pay any import duty/VAT?

This depends on the customs rules applicable in the country of destination. MSP is not responsible for any import duties and VAT applicable in the country of destination.

Can I pick up the order myself?

No, we only ship order(s) - as there is now service area available, there is no option for the customer to pick up an order.

Order status.

What is my order reference ID?

Every order you place is automatically assigned an order ID, which is stated on the order confirmation you receive after you have complemted the payment.

What is the status of my order?

You can follow the entire process of your order from the moment of payment trough My MSP, under the heading`Order Status´. Here you will find all the details regarding the status of your order, if you have questions about the order status please have a look on the order status page.

Order status reference

The status of your order involves several steps, which are explained below:

Orderstatus:
- Paid: the order was succesfully placed and paid by the customer, the order will be processed.

Itemstatus:
- Ordered: the part has been ordered at the manufacturer.
- In stock: the ordered spare part had been received in our warehouse.
- Expected: the ordered spare part is in backorder and is assumed to arrive in our warehouse on the expected date.
- Unknown: the ordered spare parts is in backorder, no expected arrival date is known. We update the backorder statuses each working day at 5 PM. Check the status regularly to see if an expected date is mentioned.
- Not available: the ordered spare part is no longer available. The respected part will be credited from the order and the amount will be refunded trough the selected payment method.

What if there is a problem with my order or there is a delay?

If there is a delay with the delivery time of your order, please contact us by e-mail: info@motorcyclespareparts.eu, starting your customer number and the order number of the respected order. We will inform you asap about the status of your order.

Can I cancel an original motorcycle spare on backorder?

Yes, you are able to cancel a spare part which is in backorder. 

Delivery.

How will my order be delivered?

Orders are delivered on workingdays (Monday till Friday) by DHL.

What is the expected delivery time?

MSP adheres to the following delivery times of the manufacturers:
- Akrapovic:approx.  5-10 working days
- Aprilia: approx. 5-6 working days
- Derbi: aprrox. 5-6 working days
- Gilera: approx. 5-6 working days
- Honda: approx. 5-7 working days
- Kawasaki: approx. 2-3 working days
- Moto Guzzi: approx. 2-3 working days
- Piaggio: approx. 5-6- working days
- Suzuki: approx. 2-3 working days
- Vespa: approx. 5-6 working days
- Yamaha: approx. 5-6 working days
When ordered parts go in to backorder the delivery time can be 2-3 weeks from the date of order.

My status shows that the order has been shipped, but I have still not received my order.

If you still have not received your order and the track & trace link does not show any update, please let us know trough Contact Us.

Can I have my order delivered to another country?

No. The destination country for invoice and shipping needs to be the same.

Shipping.

What are the costs of shipping?

For a list of all the shippingcosts  please visit the Shipping & Delivery page. The shipping costs will be listed in your order summary before the order is completed.

Can I track & trace the shipment of my order?

Once your order has been shipped by us, the status of your order in My MSP will be changed to shipped. You will receive an e-mail from DHL that contains the track & trace of your shipment/order.

Is my package insured?

Yes, every package is automatically insured to a value of €500.

I have just received an item that was damaged during shipping.

If the packaging is damaged, you should always bring it to the driver's attention.
If you have received a damaged genuine motorcycle parts, please use the return/damaged part(s) RMA form, which you can find on the Return/Exchange page. Please read closely the instructions on the form and fill in your details as fully as possible.

Payment.

Which payment methods does MSP offer?

For the online payment of your order MSP offers the following payment methods:
- Credit card (MasterCard, Visa) (www.mastercard.com) / (www.visa.com)
- American Express (www.americanexpress.com)
- Credit and debit cards
- PayPal (www.paypal.com)
- iDEAL (www.ideal.nl)
- SOFORT Banking / SOFORT Überweisung (www.payment-network.com)
- ELV Direct Debit

Other payment methods not mentioned above are not offered.

For more information on the online payment methods and security issues, please visit the Payment Methods page.

Is my payment over the Internet safe?

Transactions carried out through MSP are made secure by the Docdata payment system (www.docdatapayments.com). All information exchanged in order to process the payment is encrypted using the SSL protocol. This data cannot be detected, intercepted or used by third parties, and is not kept on our computer systems.

I am paying by credit card - what is the CVV2 number?

The CVV2 (Card Verification Value 2) is a three-digit security code printed on the back of the card, to the right of the signature strip. It serves as a security measure for when you wish to make a transaction over the Internet.

Cancellation.

Can I cancel my order?

Yes this will be possible.

Why has my order been cancelled?

It is possible that your order has been cancelled by MSP because it turns out that the item is no longer available. You will be notified of this by MSP, and the costs incurred by you will be refunded to youthe same day through your chosen payment method.

Can I cancel a part which is in backorder?

Yes, you can cancel a backorder part.

Return / Exchange.

Can I return my original spare parts?

You may withdraw from your contract within 14 days without cause using the RMA form, or - if you receive the article before termination of the deadline - by returning the article. The time limit begins after receipt of said notice in written form, but not before receipt of the goods by the recipient and not before the fulfilment of our obligation to provide information, in any case not before the sales contract has become binding through your acceptance of the purchased article. The timely sending of the withdrawal notice or the article suffices for the application of the withdrawal period. If you wish to make use of your right to withdraw, this is done using the RMA (Return Material Authorization) form. You can find this form on the Return/Exchange page.

Exceptions to the right of withdrawal include all electrical and electronic replacement parts such as engine control units, ignition boxes, alternators, regulators, starters, light bulbs, etc. Electronic attachments can only be returned in closed original packaging. Already mounted original motorcycle spares generally cannot be returned.

Returns must be in undamaged original packaging (free of damage and markings). The original packaging must not be used as shipping packaging. In case of infringements, 25% storage costs will be charged.

Do I have to pay the costs of return shipment myself?

For orders to a value below 40 euros including VAT (without shipping costs), the buyer must pay the return costs. From a value of 40 euros upwards including VAT (and excluding shipping costs), MSP will pay the shipping costs. This rule applies only to customers located in Germany and the Netherlands.

When will I receive the refund if I have returned the items in accordance with the RMA procedure?

After receipt of deliveries returned to MSP in accordance with the RMA form, the value of the goods will be credited to you immediately or within a maximum of 14 working days.

How do I get my refund?

Reimbursement will be made via the online payment method selected by the consumer when the order was placed.

What address can I return my order to?

German customers who wish to cancel or return goods should contact our postal address in Germany:
MSP (Motorcycle Spare Parts) B.V.
Otto-Hahn-Strasse 8
48599
Germany.

All other customers can return the goods to the following address:
MSP (Motorcycle Spare Parts) B.V.
Josinkstraat 70
7547 AC Enschede
The Netherlands.

MSP Newsletter.

How do I receive the MSP Newsletter?

Login to My MSP, go to the heading ‘Newsletter’ and check the box ‘Newsletter’ and click Save. Know you will receive the MSP Newsletter.

I no longer wish to receive the MSP Newsletter.

Login to My MSP, go to the heading ‘Newsletter’ and un check the box ‘Newsletter’ and click Save. From know on you will no longer receive the MSP Newsletter.

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