How Can We Help?

Orders & Delivery | Frequently Asked Questions

Where is my order?

Once you order has been received, you will receive an email confirmation.

Your order is processed and dispatched on depending on the delivery option selected at time of order (see below)

You will receive email confirmation upon dispatch from us, followed by an email on the morning of delivery from our courier with a time slot. 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 phone or 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: Excludes UK Highlands, Offshore Islands, Northern Ireland & Channel Islands. Next day delivery is subject to stock, courier availability & courier area. Orders placed after 4pm, over the weekend or on public holidays will be processed the next working day.

Missing item(s) from my order?

In the unlikely event of a missing item in your order please contact us immediately on +44 (0)1643 709144 or [email protected] Each order is checked by three independent people prior to dispatch so we do our best to avoid any errors, but we are all human.

How does your UK next day delivery service work?

Orders placed before 4.00pm Monday - Thursday will be delivered the next day (Monday - Friday). Orders placed during a weekend will be processed the next working day (usually Monday) and delivered the following working day (Tuesday).

How does your UK express delivery work?

Delivery takes between 2 - 4 working days from the moment you submit your order. Delivery is Monday to Friday (except bank holidays).

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.

What if my parcel hasn't arrived?

If you've placed an order and received a dispatched email from us, it is your responsibility to inform us that your items have not arrived within 14 days of this dispatch email/s. This will allow us to raise a missing parcel investigation with our couriers.

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 I cancel or edit my order?

If you wish to cancel or make changes to your order, we will be happy to do this for you so long as we have not yet processed your item for despatch. Please call us ASAP on +44 (0)1643 709144 and we will do our best to sort this out for you.

I'm based outside of the UK, how long will my order take to arrive?

Please select the INTERNATIONAL ORDERS category shown above for further information.

*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 cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

Returns | Frequently Asked Questions

What is your returns policy?

We are happy to refund your goods provided that the goods are unused, and in their original resaleable condition within 30 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 can I return an item?

• 1. Complete the Returns Form which you can download here.
• 2. Prepare your parcel, using the original packaging and return together with the Returns Form to the following address:
  Returns Department
  Dirtbikexpress, Unit 4,Minehead Enterprise Centre
  Mart Road
  Minehead
  Somerset
  TA24 5AE
  

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.

How should I send back returns?

We are happy to refund your goods provided that the goods are unused, and in their original resaleable condition within 30 days of purchase. Packaging and/or cellophane wrapping and tamper resistant seals must be intact. Returned goods should be packaged up correctly ie: as received not just labeled up and returned without outer bag or box.

Please note: If items are not returned in acceptable condition or unused with tags and packaging - these may be sent back to you. While we accept returns of most products in their original and re-saleable condition, return of underwear or swimwear is not possible due to our strict hygiene policy.

Do I have to pay for returns?

You are responsible for the cost of returning any items for refund.

If your item is defective/broken/faulty and under warranty and is returned in 30 days we will refund the P&P costs up to a maximum of £10.

How long will it take to process my refund?

We will send you an email as soon as we have received your returned goods, letting you know when the 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.

In the unlikely event that an item is returned in an unsuitable condition, we may have to send it back to you.

I WANT TO EXCHANGE MY ITEM?

We can only refund on return of goods and will confirm receipt of goods via email. If you wish to have another size/colour or a different item you will need to place another separate order on our secure website.

How can I get a new returns form?

A new returns form can be downloaded here

Gift Cards & Promo's | Frequently Asked Questions

What is a Dirtbikexpress eGift Voucher?

The eGift voucher is an electronic voucher which is delivered to you by email and that can be used against any purchases on our website.

Once purchased, we will process your voucher code and email this to you. You can then print it off or forward the email onto the lucky recipient.

I've purchased an eGift Voucher but it has not arrived? where is it?

When your order has been processed, you or the Recipient of your order will receive an email within 24 hours from the time of purchase with the eGift Voucher. Dirtbikexpress accepts no responsibility for customer inputting the incorrect email address to which the eGift voucher should be delivered.

Vouchers purchased after 5pm Friday through to 9am Monday will normally be processed on the Monday morning (excluding bank holidays).

If you haven't received your eGift Voucher, then do check your junk mailbox. We recommend you add [email protected] to your safe senders list, so it won't land in your junk mail.

If you are still unable to locate your eGift Voucher, please contact us and we'll be happy to help.

How do I use my eGift Voucher to pay for an order?

You can use your eGift Voucher for full or part payment.

Using your eGift Voucher to pay for an order is simple! To use your eGift Voucher simply enter your unique gift voucher code into the 'Discount / Gift Voucher Code' box during the Check Out process. Please note codes are case sensitive.

Do eGift Vouchers have an expiry date?

Yes they do - eGift Vouchers are valid for 12 months from the date of purchase after which they will expire.

How do I use my promotional code?

The promotional code box can be found in the 'Your Shopping Basket' section of the website. To view your basket, click on the basket icon at the top of the page and select 'View/Edit Basket'.

Manually type the promotional code into the 'Discount / Gift Voucher Code' box and click 'Enter Code' and continue to checkout.

Promotional Code Terms and Conditions

These terms apply to all promotional codes distributed by Dirtbikexpress.

• Promo codes can only be redeemed online at www.dirtbikexpress.co.uk
• Promo codes can only be redeemed at the time of ordering and cannot be exchanged for cash or credit against prior purchases
• One promotional code per transaction
• Dirtbikexpress reserves the right to withdraw promotional codes and offers at any time

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.

*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 30 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.

Best Price Promise | Frequently Asked Questions

At Dirtbikexpress, we aim to offer you unbeatable value, but if you do find the same product cheaper elsewhere, we promise to do our best to match it.

If you find another retailer has the same product at a cheaper price, then contact one of our Sales Team either by telephoning 01643 709144, using our Online Chat or emailing [email protected] and provide us with the product number and the details of the competitor you want us to match. We will verify and match the price there and then for you.

Best Price Promise Terms & Conditions

• We are not able to price match against a 3rd party market place such as eBay & Amazon.
• We can only price match prior to the order being placed.
• We and the competitor must have stock ready for delivery.
• The competitor's product must be an exact match, therefore the same specification, size and colour and be available to order on a competitor's website.
• The competitor's price must be listed on their website and cannot be used in conjunction with any other offer e.g. vouchers, member discounts, promotional discounts, clearance or discontinued items etc.
• Price match cannot be used in conjunction with any other promotion or discount code.
• All price match transactions are carried out at the discretion of Dirtbikexpress and checked for eligibility. We reserve the right to decline, alter or withdraw this Best Price Promise at any time.

My Account | Frequently Asked Questions

Registration

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.

Log in

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.

Order History

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.).