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PLEASE NOTE: WE HAVE TEMPORARILY SUSPENDED OVERSEAS SHIPPING UNTIL FURTHER NOTICE
International Orders | Frequently Asked Questions
I'm based outside of the UK, how long will my order take to arrive?
Once you order has been received, you will receive an email confirmation.
You will receive email confirmation upon dispatch from us, followed by further emails from one of our couriers, either DHL or DPD. There will also be a link to be able to track your order (don't forget to check those junk folders) or by using the track my order section at the top of this page.
In the event of any delay in processing your order we will be in touch via email, so please ensure the correct details are entered at time of order.
If you have ordered a pre order item, this ensures you have reserved the item prior to the initial release. We can't always predict the exact date the item will be available but will keep you updated as we become aware via email or phone. Again, you will be notified via email on dispatch as above.
Please note, Channel Islands and Northern Ireland count as UK delivery.
Deliveries to International countries are sent via DHL or DPD via a fully trackable and insured service. Transit times for each country are shown in the table below, date from point of dispatch.
|Delivery Country||Delivery Timeframe||Delivery Country||Delivery Timeframe|
|Australia||Within 3 Working Days||Italy||Within 4 Working Days|
|Austria||Within 3 Working Days||Latvia||Within 5 Working Days|
|Belgium||Within 2 Working Days||Lithuania||Within 5 Working Days|
|Bulgaria||Within 5 Working Days||Luxembourg||Within 3 Working Days|
|Canada||Within 3 Working Days||Netherlands||Within 2 Working Days|
|Croatia||Within 5 Working Days||Norway||Within 5 Working Days|
|Czech Republic||Within 3 - 4 Working Days||Poland||Within 4 Working Days|
|Denmark||Within 3 Working Days||Portugal||Within 4 Working Days|
|Estonia||Within 4 - 5 Working Days||Romania||Within 5 Working Days|
|Finland||Within 5 Working Days||Slovakia||Within 3 - 4 Working Days|
|France||Within 2 Working Days||Slovenia||Within 3 - 4 Working Days|
|Germany||Within 2 - 3 Working Days||Spain||Within 4 Working Days|
|Greece||Within 6 Working Days||Sweden||Within 4 Working Days|
|Hungary||Within 4 Working Days||Switzerland||Within 4 Working Days|
|Ireland||Within 2 Working Days||USA||Within 3 Working Days|
*We aim to meet these delivery times but during busy periods, deliveries may take a little longer. Occasionally force majeure events, such as extreme weather conditions, will mean that these delivery services aren't available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Dirtbikexpress Ltd cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.
WILL I HAVE TO PAY ANY CUSTOMS CHARGES IN MY COUNTRY?
There are no import/export duties on goods shipped within the European Union. All goods shipped to EU countries already have the relevant VAT included.
Shipments sent outside the European Union are sold inclusive of VAT and may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Please note: It is a legal requirement that we declare the full value of the goods (including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above. For details of Customs charges please consult your own Customs authorities for the latest rates.
Please be advised that if your order is sent via DHL you may need to pay for import/custom taxes after the order has been delivered to you. This is standard procedure by DHL to ensure that your order is delivered to you as soon as possible and not delayed in customs. These charges are solely dependent on your local customs office and DHL, Dirtbikexpress have no control over these charges. We would kindly suggest contacting your local customs office for more information and advice.
Additional charges for customs clearance must be borne by you; unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.
WHY HAVE I RECEIVED AN EMAIL TO SAY MY DISPATCH HAS BEEN CANCELLED?
If you've placed an order and received a cancellation email from us, we're very sorry. This will usually be because there was a problem with your goods when we come to dispatch your order. The majority will be sent out the next working day, you will receive further email confirmation upon dispatch.
I HAVE RECEIVED A FAULTY/DAMAGED ITEM?
We're really sorry to hear that you've received a item that's not in perfect condition. all goods are checked prior to dispatch. It most likely it will have been damaged in transit. So that we can get this fixed for you, please email [email protected] and include the following information:
- Your name
- Order number
- Product name and code
- Picture of the fault
- Description of the fault
- (The product name and code can be found on your order confirmation email).
CAN YOU SHIP TO BFPO ADDRESSES OR PO ADDRESS?
Sorry, we are unable to ship to either BFPO or PO box addresses
HOW DO I FIND THE RIGHT INTERNATIONAL SIZE?
Please pay attention to the sizing charts/european sizing on the individual item. We also have handy measuring guides on some items.
WILL I BE CHARGED VAT?
Under UK & EU VAT Law, VAT is due on all sales to private individuals where the goods will be taken to or delivered to an address in the EU. Please note, VAT is not applicable on helmets or youth clothing/kit.
The total price you pay us for the delivery services is always the same, regardless of whether or not UK VAT or an equivalent tax in your country is chargeable on the delivery service.
CAN I RETURN ITEM FOR REFUND?
We are happy to refund your goods provided that the goods are unused, and in their original resaleable condition within 60 days of purchase. Packaging and/or cellophane wrapping and tamper resistant seals must be intact. For full details regarding refunds please see our Terms & Conditions
HOW LONG WILL IT TAKE TO PROCESS MY REFUND?
Please be aware that you are responsible for the returned item until it has reached us. We recommend using a secure delivery method which requires a signature upon receipt such as Royal Mail Recorded Delivery.
We will send you an email as soon as we have received your returned goods, letting you know whether a refund has been processed. Any refund will automatically be issued to the payment method you used to place your original order. This typically takes between 3 - 5 working days, depending on your payment method issuer.
HOW CAN I CONTACT YOU?
You can call our Sales Team on +44 (0)1643 709144, please note we can only converse in English or email [email protected]
Alternatively, we do have a Live Chat facility which can be found at the top of this page.
My Account | Frequently Asked Questions
There a two ways to register a new account:
1) Click "MY ACCOUNT" at the top of every page and complete the form to set up a new account.
2) Register during checkout by entering a password in the "BILLING DETAILS" section.
Once registered you will receive a verification email. This contains a link which you must click in order to verify your account. You will be unable to make any changes to your account until you have verified your email address.
You may log into your account by clicking the "MY ACCOUNT" link found at the top of every page. You may also login during checkout.
Forgot your password?
You can reset your password by clicking the "FORGOTTEN PASSWORD" link under the login form. You will then be sent an email containing a link to reset your password.
Once you have logged into your account you can view your order history by scrolling down to the "ORDER HISTORY" section. Your Order ID is on the left proceeded by ORDER# Please use this when ever phoning or emailing Dirtbikexpress with any order queries.
To view the products in your order click the "SHOW / HIDE ORDER" text on both desktop and mobile. On a mobile device the order details are visible by scrolling to the right.
Edit Account Details
You can edit your account (billing address) by clicking the "EDIT" link to the right of "YOUR BILLING PROFILE".
To the right of "BILLING ADDRESSES" you will find 3 links:
To add a new delivery address click the "ADD" link.
To edit an existing delivery address click the "EDIT" link and to delete existing delivery addresses click the "DELETE" link.
You can also "ADD", "EDIT" and "DELETE" your bikes. If you have one or more bikes in your account you can select your bike during checkout.
I didn't receive a verification email what should I do?
If for some reason you did not receive your verification email and you have checked your spam folder please contact our sales team on the number above quoting the email address you signed up with and the method you used to sign up ie: from the registration page or during checkout.
Stock Queries | Frequently Asked Questions
Are my items in stock?
At the time of placing your order with us our stock status may be subject to change due to the syncing of our various warehouse databases.
We do try to ensure that we have the most up to date and accurate stock system possible but there may be slight differences in the system which is unavoidable (due to out of hour/bulk orders which may consume higher levels of stock etc.).