Frequently Asked Questions

Returns / After-Sales Service / Withdrawal

How to make a return ?
To make a return, it's very simple, go to your customer account , “Returns & After-Sales Service” section.
You will then simply need to choose the product(s) concerned to return.
Once this step is completed, 3 possible choices:
- An exchange
- A credit
- Reimbursement
For new items with a fault in receipt, the return request must be made within 30 days after receipt. Otherwise, an opening of after -sales service will be made on the product upon receipt in our premises.
For residents in France, Belgium or Luxembourg:
A Mondial Relay return voucher will need to be printed and stuck on your package.
Please note that commercial packaging is not designed for transporting goods.
Once your package has been dropped off at a relay point, you don't have to do anything else, Motoblouz will take care of the rest.
The package will reach us within 6 to 8 working days and we will then be able to proceed with your request (exchange, credit or refund).
If you have several packages to return, it is necessary to have a different return slip on each package and therefore to make a return request for each of your packages.
If you wish to use a single return voucher, you will need to group your products in a single package.
For residents of other countries:
As the return is at your expense, you can return your product by the carrier of your choice.
Once you arrive at our premises, we will process your request: exchange, credit or refund.
You will need to specify on the customs document that this is a return of goods, otherwise customs duties and taxes will be charged to you upon receipt of the package at our premises.


My item is malfunctioning, how do I contact customer service?

Is your product still under manufacturer warranty and you are experiencing a malfunction?
Rest assured, Motoblouz takes care of everything!
Motoblouz supports you in your efforts and liaises with the manufacturer.
Premier , you just need to open your after-sales service support request directly from your customer account , “Returns & After-Sales Service” section.
Once the request has been completed and the photographs indicating the defect have been added, all you have to do is validate your request.
Our after-sales service will contact you within 48 working hours to provide you with the steps to follow for the support of your product.
The usual processing time is 4 weeks, once your product has been received at our premises.
Repair is always preferred by the manufacturer, however, if this is not possible, a motorcycle advisor will come back to you to provide you with an alternative solution.


I have a return in progress

Have you sent your return and would like information about it?
Once your return has been sent, it will reach us within 6 to 8 working days (if it was returned via Mondial Relay from France, Belgium or Luxembourg).
If you returned your product by your own means, the time frame may vary.
As soon as it arrives at our premises, an email will be sent to you.
We will then proceed to your choice: exchange, credit or refund.
You have chosen an exchange.
If the chosen product is in stock, it will be shipped as soon as your return package is registered at our premises.
If the chosen product is not in stock, it will be shipped to you on the date indicated when you requested your return.
You have chosen a credit.
Your credit equivalent to the value of your product (discount and/or promo code deducted) will be credited to your personal space, as soon as your return package is registered in our premises. An email will notify you.
The credit will then be available in your personal space, and you can use it at the payment stage of your next order. The credit will be valid for 3 years, can be used multiple times and can be combined with our promotional offers.
You have chosen a refund.
The refund equivalent to the value of your product (discount and/or promo code deducted) will be entered as soon as your return package is registered at our premises.
It will be entered on your initial payment method. Once entered, it will be visible there within 72 business hours depending on the bank processing time.
If you paid by check, a check will be sent to the billing address on the order.
If you paid by bank transfer, you will be asked to send your IBAN/BIC.
If you paid in 3 interest-free installments, the refund will be deducted from the monthly payments not collected. If everything has been debited, it will be a refund directly to your bank account.


Right of Withdrawal

In accordance with articles L.221-18 et seq. of the Consumer Code, you have a period of 14 calendar days from receipt of your items to exercise your right of withdrawal without having to justify your decision or incur other costs. In the case of an order for several items delivered separately, the period runs from receipt of the last item. To exercise your right of withdrawal, you must notify the company D3T DISTRIBUTION of your decision either by means of the withdrawal form, duly completed, presented below in the General Conditions of Sale, or by any unambiguous correspondence expressing your desire to withdraw: - Either to the following postal address: company D3T DISTRIBUTION, 72 rue Elie Cartan 62200 CARVIN; - Or by email by clicking this link

For any additional information on how to exercise your right of withdrawal, you can contact us via the contact form on the website www.motoblouzor by calling us at 03.21.43.33.04. In the event of exercising the right of withdrawal, we will reimburse the sums paid, including the cost of delivery: - at the latest within 14 days from the date on which we are informed of your decision to withdraw, this date being however deferred until receipt of the item(s) returned or proof of their shipment, the date chosen being that of the premier of these events; - using the same means of payment as that used at the time of the order, unless another means of reimbursement agreed between the parties. In the event of total or partial payment of the order via the Illicado card, this card will be re-credited as reimbursement for an amount identical to that paid in this form at the time of the order. We inform you that if you have chosen a more expensive delivery method than the standard delivery method, the delivery costs will be refunded to you up to the cost of standard delivery. You have the obligation to return or return the item(s) within 14 days following communication of your decision to withdraw, it being further noted that you have the possibility of returning the item(s) directly to one of the MOTOBLOUZ stores on opening days and times.


My orders

How to track a current order?

Premier , log in to your motoblouz account here !
If you are already logged in to your profile, you can view Your Order History then on “See details”.
At the same time, emails will be sent to confirm the various stages of your order (order confirmation, invoice, shipping, delivery).
Real-time tracking of your order as well as package tracking are available at the bottom of each order detail!


How to make a return request or an after-sales service request?
You will be able to request a return or customer service by clicking here !.
Then, follow the return form.


How to cancel a current order?
Premier , log in to the home page by clicking on Log In. Then, from the "Your Orders" section, you can access your order history.
We then suggest you cancel your order by clicking on "Request order cancellation", then "I confirm cancellation".
If the order cancellation button doesn't appear, it means it's unfortunately no longer possible to cancel it.
You will then need to return the order for free upon receipt.


How do I pay for a pending order?
Do you have an order pending regularization?
Nothing could be simpler, to pay for it, connect to your customer area.
Once logged in, go to the "My Orders" section.
You will then find all your pending payments and you will only need one click to choose the payment method that suits you best.
Once your payment is complete, you will receive a confirmation email.


How to find your invoice?
Premier , log in to the home page by clicking on Log In.
From the "Your orders" section you can access your Order history.
By clicking on "View details" of the order concerned, we then offer you the option of downloading your invoice in .pdf format.


I can't find the product I'm looking for, what should I do?
Some products may not be listed on our website, but we can certainly still supply them. Contact one of our Motoconseillers. Provide us with as many details as possible about your search, such as: your motorcycle model, year of manufacture, etc.


Delivery


Processing Time: Your order will be carefully packed and prepared for shipping within 3 business days.
Shipping Time: Due to global shipping logistics and customs processing, your package may take approximately 20-30 business days to reach its destination.
 
Explanation for Processing Time (3 Days):
 
At Motoblouz, we are committed to delivering the best quality products to our customers. Each order is meticulously processed, checked, and packaged to ensure that it meets our high-quality standards. Our dedicated team takes 3 business days to make sure that your order is handled with the utmost care and attention to detail, guaranteeing that you receive exactly what you've ordered in perfect condition.
 
Explanation for Shipping Time (20-30 Days):
 
The shipping time of 20-30 business days takes into consideration the various stages of the global shipping process. This includes customs clearance, international transportation, and local delivery. While we make every effort to expedite this process, factors such as customs inspections and local delivery schedules can influence the final delivery timeline. We appreciate your patience as we work hard to ensure your package arrives safely and efficiently.


Information on deadlines and availability dates

Know the availability of my product?
The availability of each product is announced on the right side of its page just below its price.
If a size selection is necessary, you will find the product availability once the size is selected.


Find out if my product is in stock.
If the desired product is in stock, the information displayed in green “In stock” appears. The product will therefore be shipped the next working day.


What does “On order” mean?
The mention “On order” with a non-immediate date means that the product is not in stock. It must therefore be ordered directly from our supplier. The announced deadline cannot be reduced.


My size is grayed out, I can't select it, what does this mean?
This unfortunately means that your size is sold out. As it can no longer be ordered from our supplier, the size can no longer be selected and therefore becomes grey.


My size is sold out, how do I know if it will come back in stock?
If your size is sold out, it is also sold out at our supplier. There is therefore no delay in availability at the moment.
Our site is directly linked to our suppliers' stock, if it comes back into stock at the manufacturer, you could order it again on our site.
Our updates are daily.


Payments

Want to pay by credit card?
Payment is made through our secure payment interface for orders placed on Motoblouz.com, as well as on our electronic payment terminal for orders in The Motoblouz Shop. This means no banking information can be intercepted by a third party.
Motoblouz certifies that it does not hold any banking information entered during the ordering process. All banking details are transmitted in real time to our partner Hipay.
Since your account is debited at the time your order is prepared, Hipay provides us with a debit pre-authorization, valid for 6 days. If the shipment is made after these 6 days, your account may be queried again.
Payment security: Your credit card details are encrypted using the TLS (Transport Layer Security) protocol and are never transmitted in clear text over the network. Payment is made directly to the bank. Motoblouz has no access to these details and does not store them on its servers.


Do you accept Illicado gift vouchers?
We accept payment by Illicado gift card on Motoblouzand in store*. The illicado gift card can be used one or more times up to its value and payment can be completed if necessary by credit card.
In the case of a return for reimbursement, the latter is made on the illicado card. It is therefore advisable to keep it at least until receipt and testing of the products.
*Carvin only, temporarily unavailable in our Seclin store


Do you want to pay in cash?
When placing an order at Motoblouz Shops, located at 72 rue Elie Cartan, 62220 Carvin and Zone Unexpo, Rue de l'industrie 59113 SECLIN, you have the option to pay your order in cash. This payment method is not available on Motoblouz.com.


You have a Motoblouz gift card
It can be used on the entire Motoblouz site and is used when choosing the payment method.
It can also be used in our Seclin and Carvin stores.
The use of the gift card for the payment of your order can be combined with our current promotional codes. The amount of the gift card can be used in several times.
The gift card is valid for one year from the date of purchase.
When returning, the gift card is credited as a voucher in your customer account.
The gift card is non-refundable.


Do you have a credit or a voucher?
Do you have a credit or voucher in your personal space?
You can use these directly at the payment stage of your next order.
You will be able to validate your basket and your delivery location to be able to access it.
Please note that you will find all of your available credits and vouchers in your personal space, in the “Your vouchers” section.


Want to pay with Bancontact?
With Bancontact, you can pay easily, quickly, and securely. When validating your order, select Bancontact as your payment method, and you'll be redirected to the Bancontact online portal. This way, Motoblouz.com never sees your banking information. Payment is made by scanning the QR code with the Bancontact app on your smartphone, or by using your bank card and a digipass. Bancontact payments are debited immediately when the order is placed.