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XLmoto Customer Service

Customer Service:

Contact Customer Service at:

Phone: 061-518-204 (11:00 -16:00 weekdays)

E-mail: info@xlmoto.ie 
Facebook: http://www.facebook.com/xlmoto

FAQ:

1. How quickly will my order be delivered?

Every day, we ship orders throughout  Europe. We always do our best to ensure that you receive your products as quickly as possible! Stocked items are delivered within 3 to 7 working days. In the event of deviations, you will be contacted via e-mail or phone.

2. Who delivers my parcel?

Orders are sent using DHL with An Post being the final courier.

When the parcel arrives at you local post centre, you may receive an SMS; therefore, it is important to provide your mobile number when ordering. All parcels shipped from us are both trackable and insured. 

3. How much does delivery cost?

Delivery is free on orders of €100 or more! For orders amounting to less than €100, a flat shipping fee of €9 is applied, regardless of size or weight.  

4. How do I pay for my order?

We offer two convenient payment options:

Online Payment

Pay securely with your card! All information is sent encrypted via SSL, so no outsiders will be able to access your card details. We accept VISA, MasterCard, Eurocard and Maestro. No hidden charges for card purchases. Card payments are processed by PayEx, leading partners in the payment domain. 

Pay via PayPal

PayPal is a payment service owned by eBay, and boasts over 100 million users worldwide. Hundreds of companies use this service, which is open for both individual and business use. Paying with PayPal is fast and easy. The payment is made in just a few clicks, and the money is immediately transferred to our PayPal account. As the buyer, you do not pay any extra fees.  

5. Are all products in stock?

We have one of the largest inventories of parts and accessories for motocross bikes, motorcycles and pitbikes. Our assortment also includes products stocked by our suppliers. You can see on each product level on a live stock feed. Please be aware that this feed is not always instant, and could take some time to update.


6. How do I know that my order went through?

Once you have completed your order, an order confirmation will be sent to the e-mail address you provided. You will also receive a notification via e-mail when your parcel is dispatched; this includes your tracking number, as well as a link that will enable you to personally track your order. Please note that it can take up to 72 hours before tracking information becomes live.

If you have not received an e-mail confirmation or notification from us, we strongly recommend checking your spam folder. You can always contact us for tracking information, as well. 

You can also track your order here, by simply inputting your 7-digit order number. 


7. I want to exchange or return an item. What should I do?

We have made it even easier to return or exchange an item. A returns form is now provided in every parcel.

Click here to proceed to returns


You may return or exchange any item within 60 days of purchase, as long as it is unused and still in its original packaging. Electronics, such as CDI boxes and ignition systems, cannot be returned. This also applies to foodstuffs, such as dietary supplements and energy drinks. Special-ordered products are not guaranteed.

10. I want to exchange to...?

Colour and size exchanges are free. We pay for the return shipping! Click here for more information. 

If you decide to return an unwanted item, you will be charged a €9 administration fee.

11. Can I cancel an order?

If you wish to cancel an order, please contact Customer Service as soon as possible, at 061-518-204.

If your order is in the midst of being processed, or has already been dispatched, then we are unable to accomodate cancellations. You must send the products back as returns.

12. A product arrived damaged. What should I do now?

When you receive your order, it is important to inspect the condition of the parcel immediately. Should the packaging be damaged in any way, please bring this to the attention of the delivery driver. NOTE: It is important that you make a proper damage claim. Be sure to get a confirmation of damage from the courier, then contact Customer Service at 061-518-204.

We thoroughly inspect every item before it is sent to you. Should a product be damaged upon delivery, please send detailed pictures info@xlmoto.ie so this matter can be promptly resolved.

13. I received the wrong product. What do I do now?

In the event that you receive the wrong product, please contact Customer Service at 061-518-204 or e-mail info@xlmoto.ie to discuss how the situation will be rectified. 

Always check before mounting parts to ensure they will properly fit your bike. We are not responsible for the consequential damage of installing faulty parts or products sent in error. Compensation for defective or incorrect items is limited to the purchase price. 

14. What if my parcel is ruined or lost in transit?

All parcels shipped from us are both trackable and insured. Please contact Customer Service at 061-518-204 to arrange a refund or replacement. 


15. Is the dispatch of my order delayed?

If dispatch of your order is delayed, you will be notified via e-mail or SMS. As the customer, you always have the right to cancel your purchase. We do everything in our power to satisfy your orders. There are, however, limited circumstances in which delays are unavoidable, such as when a supplier is unable to fulfill its commitment to us. 

16. Order status?

Using your 7-digit order number, you can monitor the status of your order here.