Motoblouz Frequently Asked Questions

COVID Info 01/2021

Don't panic, Motoblouz continues to support you!

covid information: Updated on 01/19/2021 at 4:30pm

POSSIBLE DELIVERIES

You can still have your order delivered to your home, to a relay point or by click n collect. The list of available points relais is automatically updated at the delivery stage of your order.

STORES AND CLICK N COLLECT

Following the latest government announcements, our stores are adapting their opening hours. The Seclin store is open Monday to Saturday from 9:30 a.m. to 5:30 p.m. to pick up your click n' collect orders and make your purchases in compliance with health regulations. The Carvin store is open Monday to Friday from 10am to 5pm and Saturday from 9.30am to 5.30pm. These opening hours will remain in force until at least 31/01.

2-YEAR RETURN POLICY

Returns are always possible and offered within 2 years.

CONTACT US

We can be reached as usual from Monday to Friday, 9.30am to 12.30pm & 1.30pm to 6.30pm.

In short, nothing changes for you!

Take good care of yourself, the Motoblouz team.

How does it work?

Satisfied or your money back?

Wrong size? Wrong color? Does the product not meet your expectations? Don't worry, you can return it to us for an exchange, credit note or refund.

Because your satisfaction is our main concern, Motoblouz offers you this service free of charge (provided you live in mainland France, Belgium or Luxembourg, and of course that the returned product complies with the return conditions - equipment in its original condition and packaging, etc.).

If you prefer, you can contact a Motoconseiller by telephone on 03 21 43 33 04 from Monday to Friday, 9.30am to 12.30pm and 1.30pm to 6.30pm.

How does it work?

1. If you decide to return a product, all you have to do is go to your customer area. Find the order history for the item in question (it must be less than 2 years old).
2. You can then exchange your product with another in just a few clicks, opt for a credit note equivalent to the value of your product (discount and/or promotional code deducted), or even have it refunded directly!
3. The process is explained step by step, but be sure to print out the summary to enclose with your parcel, as well as the carrier's packing slip (which you'll also receive by e-mail).
4. To make things even simpler, you can drop off your parcel at the Mondial Relay point that suits you best, giving you maximum flexibility. On average, please allow between 6 and 8 working days (from the date the parcel is dropped off) for us to receive it and process your request (replacement, credit note or refund). You can also return your products to us at Le Shop Motoblouz, 72 rue Elie Cartan, 62220 Carvin. To do this, go to your customer area and specify the desired return method, or go directly to Le Shop so that our advisor can proceed with the return. Please do not send your products to this address.

If you don't live in metropolitan France, Belgium or Luxembourg, the process will be the same, but you won't receive a shipping note. You will be able to return the parcel to us by the carrier of your choice (the shipment will be at your expense). You will receive an e-mail confirming that your return has been processed. When returning your parcel by your own means, you must specify on the customs document that it is a return of goods, otherwise customs duties and taxes will be charged to you on receipt of the parcel at our premises.

More infoMake a return

Delivery methods

Shipping methods:

Motoblouz.com undertakes to respect as far as possible the delivery date given as an indication in the product description, in the basket and in the summary of your order, as well as in the order confirmation e-mail. A delivery/collection date will also be indicated once you have chosen the delivery method that suits you best.

When ordering several items, the longest delivery time is taken into account. For example, if you order a jacket shipped within 48 hours and a helmet shipped within 7 days, the entire order will be shipped within 7 days.

Packages are dispatched Monday to Friday, excluding public holidays.

Shipping methods:

Motoblouz.com offers 5 delivery methods for metropolitan France:

If you place a very large order (around one pallet of products), delivery may be made to measure, and the delivery time may be longer. In this case, a motorcycle consultant will contact you.

When you choose your preferred mode of transport, you will notice that the name of the carrier does not appear at this stage.
Indeed, to ensure the best quality of service, we have decided to work with several carriers for each type of delivery.

In other words, you choose the mode of transport that suits you best, and we decide which carrier is likely to satisfy your request under the best conditions (according to price, quality of service and your delivery location).

You will be informed of the carrier used when your order is dispatched. An e-mail will then be sent to you, giving you the name of the carrier selected, as well as the tracking number for your package.
We work with the following carriers in particular:

Relay point delivery:

Supérettes, newsagents, dry cleaners, florists...: relay points are local shops. So you can choose to have your order delivered to a point near your home or workplace!

As soon as you drop off your parcel at a relay point, you'll receive an SMS and/or e-mail to let you know.
To collect your parcel, you'll need to show proof of identity, and your parcel will be handed over to you against signature.

Please note: most delivery outlets are not stocked by carriers on Mondays (as many shops are closed on this day). Consequently, the delivery time indicated (24h or 72h) takes into account the fact that working days are from Tuesday to Saturday.

We remind you that you can choose between a 24h or 72h delivery time, depending on your needs.

Home delivery within 72 working hours:

Deliveries are made from Monday to Friday.

You will receive an e-mail from our carrier, usually the day before delivery, to inform you of the expected delivery date.

If you are absent at the time of delivery :

• If the size of your parcel allows it, it will be left in your letterbox.
• Otherwise, a delivery notice will be left inviting you to collect your parcel from a post office or relay point near you.

Delivery to your home or workplace within 24 hours:

Deliveries are made from Monday to Saturday.

On the day your parcel is picked up by the carrier, you will receive an e-mail and/or SMS informing you of the scheduled delivery date. You can then modify the delivery location and/or date on the carrier's website until midnight!On the day of delivery, in the early morning, you will receive an SMS indicating the estimated delivery time (for example: "your parcel will be delivered between 10:20 and 11:20").

If delivery cannot be made, the parcel is automatically dropped off at a relay point near your home. Access permitting, you'll find a delivery notice in your letterbox. You will also receive a "digital delivery notice" by SMS or e-mail, inviting you to collect your parcel from the designated drop-off point at 2pm on the same day.

Don't forget to bring proof of identity!
If you are unable to collect your parcel, you can also authorize a person of your choice to do so. This person must be in possession of a letter of authorization signed by you, and his/her ID. Please note that if the parcel is not collected from the relay point within two weeks, it will be returned to us.

Deliveries outside France:

Delivery costs outside France depend on the destination and will be announced when you place your order.
For transport reasons, some products (fluids, tires, etc.) cannot be shipped to certain countries or to Corsica.
If applicable, you will be informed of this at the delivery stage of your order.

Taxes applied to your orders:

For deliveries within the European Union, French VAT applies to the order and you will not be able to reclaim VAT in your country.

For orders to French Overseas Departments and Territories and outside the European Union, products will be invoiced tax-free and you will be required to pay shipping costs calculated according to the destination country and the weight of the package. Upon receipt of the parcel, you will be required to pay additional customs duties, VAT and other local taxes, depending on the destination country:

• For French overseas departments, you will have to pay local VAT (except Guyana), dock dues and regional dock dues. There are no customs duties.
• For French overseas territories, you will have to pay local VAT (only French Polynesia is concerned), and customs duties.

The cost of shipping (excluding duties and taxes applicable in your country) will be indicated to you when you choose your delivery method. For shipments to French overseas departments and territories and outside the EU, we would like to draw your attention to 2 points:

• all duties and taxes are calculated by the customs authorities on the value of the order, including transport;
• if you choose an "express" carrier, they will charge you an additional flat-rate handling fee (generally between €20 and €30), corresponding to the fact that they calculate and collect duties and taxes on behalf of the customs authorities, thus saving you time on delivery.

For further information, please contact us:

No compensation can be claimed if an item cannot be delivered: either due to an unforeseen manufacturing stoppage, or due to strikes, accidents, natural disasters, the impossibility of obtaining supplies or any other causes beyond our control.
The return period is 2 years for non-professionals. Returns are free for customers in metropolitan France, Corsica, Belgium and Luxembourg - but remain the responsibility of customers residing in other countries and French overseas departments and territories.

Can I collect my order in store?

You can collect your order from our two stores in France. To do so, select the Le Shop delivery method. If your items are in stock, your parcel will be delivered the day after you place your order at the latest.

Can I entrust the collection of my parcel to a friend or relative?

When you place your order, you can change the address and name on your invoice to allow the parcel to be collected by the person of your choice. Once the invoice has been issued, we can no longer modify it.

Can I choose the day my order is dispatched?

For more information, please contact our customer service department on 03 21 43 33 04, Monday to Friday, 9.30am to 12.30pm and 1.30pm to 6.30pm.

Would you like to pay by credit card?

In this case, payment is made on our secure payment interface, for orders placed on Motoblouz.com, but also on our electronic payment terminal for orders placed in Le Shop Motoblouz, which means that no banking information can be misappropriated by a third party. Motoblouz.com certifies that it does not hold any banking information entered during the order process. All bank details are transmitted in real time to our partner Sogenactif. As your account is debited when your order is prepared, Sogenactif provides us with a pre-authorized debit, valid for 6 days. If shipment takes place after these 6 days, your account may be requested again.

Please note that you cannot choose 3xcb free of charge if :

- your card is American express or Maestro.

- your card expires in less than 3 months.

- your card is a "Debit" card.

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.com has no access to these details, and does not store them on its servers.

Would you like to order by Paypal?

Nothing could be simpler: payment is made on the PayPal server via a TLS-encrypted page. Motoblouz.com has no knowledge of your banking information. Payment is therefore perfectly secure. Paypal payments are debited immediately when the order is placed.

NEW: pay in 4x for orders over €50!
Simply select Paypal at checkout. Once connected to the Paypal server, scroll down and select payment in 4 instalments. The amount of the 4 instalments and the fees are clearly displayed on the screen. As with conventional Paypal payment, the transaction is perfectly secure and Motoblouz.com has no knowledge of your bank details.

Would you like to pay by cheque?

If you pay by cheque, your order is reserved for 15 days, during which time you must send us your payment. After this period, if we have not received your cheque, the order will be cancelled. Payment by cheque is available on our site up to 1500€. Payment for orders over €1,500 is still possible, but please contact customer service on 03.21.43.33.04.

You can also pay for your order in 3 instalments free of charge for orders of €150 or more, and for orders of up to €1,500. Payment for orders over €1,500 is still possible, but please contact your customer service department on 03.21.43.33.04.

Your order will only be confirmed once we have received your cheque. Please note that the announced delivery time may vary depending on the date of receipt of your payment.

You can send your payment to this address: Motoblouz.com, 72 rue Elie Cartan, 62220 Carvin,

You can also pay by cheque in 3 instalments, free of charge, for orders over €150.

1. Date your cheques on the day of purchase
2. Note the order number on the back of each cheque
3. The first cheque will be debited immediately, and the others at monthly intervals.
4. If you wish, note the debit day of your choice in the month.

Payment in three instalments by cheque is available directly on the site up to 1500€. Payment for orders over €1,500 is still possible, but please contact customer service on 03.21.43.33.04.

Would you like to pay in 3 free instalments?

Motoblouz.com offers you the possibility of paying in 3 instalments by credit card for orders of €100 or more. This service is available on Motoblouz.com, but also in the Motoblouz Shop. The total amount of the order will be divided into 3 monthly payments. The first instalment will be debited upon validation of the order and payment. Subsequent instalments will be debited every 30 days from the date of the first debit.

This payment facility is available in mainland France, overseas territories, Belgium and Switzerland, provided your credit card is valid for at least 6 months from the date of order.

Payment security: your credit card details are encrypted using the TLS (Transport Layer Security) protocol, and are never transmitted unencrypted over the network. Payment is made directly to the bank. Motoblouz.com has no access to these details, and does not store them on its servers.

Would you prefer to pay by bank transfer?

Payment by bank transfer is available directly on the site up to 1500€. For payments above this amount, please contact your customer service department on 03.21.43.33.04. As soon as your order has been validated, we will send you the company's bank details by email so that you can make the payment at your bank. As soon as we receive your bank transfer, your order will be validated. Please note: Please pay the bank transfer charges yourself, and do not deduct them from your order!

Please note that the announced delivery time may vary depending on the date of receipt of your payment.

Would you like to pay in cash?

For orders placed in the Motoblouz Shops at 72 rue Elie Cartan, 62220 Carvin and Zone Unexpo Rue de l'industrie 59113 SECLIN, you can pay in cash. This payment method is not available on Motoblouz.com.

Do you accept Illicado gift vouchers?

We now accept payment by Illicado gift card on Motoblouz.com and in store*. The illicado gift card can be used in one or more instalments up to its value, and payment can be completed by credit card if necessary.

*Seclin, Carvin

Using my customer account

HOW DO I CREATE MY PROFILE?

All you have to do is click on " Connect" on the home page of the site, using the logo, and then follow the instructions on the registration form.

You will then be asked to provide the following information:
Your e-mail address.
Your title.
Your first name.
Your last name.
Your password.
Your date of birth (fill it in, you'll get a surprise on your birthday).
Your motorcycle world.
Your main address.

Of course, all this information can be modified at any time from your Profile.

HOW DO I ACCESS MY PROFILE?

From the home page of the site, click on the Login button in the top right-hand corner. Enter your e-mail address and password, then click on "Continue".

FORGOT YOUR PASSWORD?

If you have lost or forgotten your password, simply click on the following link Forgotten password and follow the instructions on the screen. You will then receive an e-mail with a link to easily create a new password.

HOW DO I CHANGE MY PROFILE INFORMATION?

Simply enter your login details on the Login page .

You will then have access to the following information in the "Your profile" section:
Your personal information.
Your vouchers, which are deductible at the payment stage of your next order.
Your address book.
Your motorcycles.

HOW TO TAKE ADVANTAGE OF THE NEWSLETTER AND SPECIAL OFFERS?

When you create your profile, simply tick the box. I'd like to receive the Motoblouz newsletter and take advantage of all the great deals! You can also manage this subscription from your personal information.
To unsubscribe, uncheck the box and save your changes.

WHAT IF I DON'T RECEIVE MOTOBLOUZ.COM EMAILS?

Please check your spam or junk mail folder. If you don't find our e-mails there, please contact a Motoconseiller by telephone on 03 21 43 33 04 from Monday to Friday, 9.30am to 12.30pm and 1.30pm to 6.30pm.

Coupon codes

Motoblouz regularly offers its customers discount and promotional codes!

Fill up on Motoblouz advantages, take advantage of current bargains on your favorite brands and save on your purchases. Consult our list of promotional codes every day.

Read the terms and conditions carefully to choose the best discount code for you. Motoblouz promotional codes are not cumulative.

How to benefit from our Motoblouz offers?

1. I shop on Motoblouz.
2. I select my products.
3. I enter my promotional code when validating my basket.
4. I validate and the price is automatically updated.
5. I click on "Place order" and follow the instructions.
6. In the event of a partial or total return of your order, the promotional code will be automatically recalculated according to the conditions of the commercial operation in force at the time your order was placed.

See current promotional codes

Sponsorship

Who can I sponsor?

You can sponsor any person who does not have a Motoblouz account and who is not the subject of a current sponsorship request. You can refer as many times as you like.

What are the conditions for receiving my voucher?

You will receive a 20€ voucher, for a minimum purchase of 100€, if your referral has paid for 100€ of purchases or more, and once his order has been shipped.

How long are my vouchers valid?

Your vouchers are valid for 3 months from receipt of the e-mail confirming that your voucher has been added to your Motoblouz account.

What does my referral win?

As a welcome gift, your referral automatically receives a €10 discount on his or her first order, with a minimum purchase of €100. They must order within 2 months of your referral.

What happens to my referrals' e-mail addresses?

The e-mail addresses collected during the sponsorship offer will not be used for commercial purposes and will only be used within the strict framework of the sponsorship program.

To sponsor your friends click here

Gift cards

Where can I find a gift card?

You'll find all our gift cards here.

Benefits

The Motoblouz gift card gives you the assurance of a successful gift every time.

It can be used throughout the Motoblouz.com site and is used when you choose your method of payment.

It can also be used in our Seclin and Carvin stores.

How does it work?

You will receive an e-mail with the gift card attached.

All you have to do is print it out and hand it to the recipient.

If you're too far away to hand-deliver, simply forward the e-mail.

The "+" :

Using the gift card to pay for your order can be combined with our current promotional codes.

The amount of the gift card can be used in several instalments.

The gift card is valid for one year from the date of purchase.

I haven't received my gift card

You've just ordered a gift card but you haven't received it in your e-mail inbox (including spam or junk mail)! Don't panic, it's available in your order history in your customer area. You can download it quickly and easily.

Loyalty program

How do I join the loyalty program?

Every customer can join the My Road loyalty program by adding "My Road" to the shopping cart from the My Road page, from the customer account or directly in the shopping cart.

Can I benefit from my advantages as soon as I check out or as soon as I add the loyalty program to my basket?

Yes, the benefits of the loyalty program start as soon as you add the My Road loyalty program to your basket or checkout.

Can I pass my My Road benefits on to my friends?

The offers and benefits of the My Road loyalty program are personal and non-transferable.

They are attached to a Motoblouz customer and offers and services are reserved exclusively for members. In the event of abuse, Motoblouz reserves the right to temporarily or permanently suspend validity, in which case no refund will be made.

During Sales and Black Friday, can the -5% discount on DXR/Dexter/O4B/Kooroom and -10% on other brands be combined with promotional codes?

Yes, the discounts apply automatically and can be combined with current promotional codes.

Do the -5% and -10% discounts valid during Sales and Black Friday apply to all products or just to those on sale?

The -5% discount is only applicable to products on sale and the Black Friday selection (excluding Super Deals). The -10% discount applies to all our own-brand products (DXR, Dexter, O4B, Kooroom, Prov').

Can the -20% for 24h offer be combined with other promotional offers?

No, the promotional code entry zone is rendered non-functional as soon as the 20% offer is activated, and only for 24 hours.

When is the e-mail reminding me that my benefits are expiring?

An e-mail is sent 30 days before the expiry date of My Road benefits.

FNAC/DARTY offer

How do I benefit from my FNAC/DARTY offer?

To take advantage of your special offer, simply enter the promotional code provided by FNAC/DARTY and then enter your surname, first name and the last 6 membership numbers or the last 6 numbers on your FNAC/DARTY card.

Who can benefit?

Offer reserved for members of Fnac, Fnac +, Fnac One, Fnac Mastercard, Darty + subscribers, Visa Darty (on presentation of proof (membership card - compulsory item) and/or by entering the code FD10 then by entering your surname + first name + last 6 numbers of the membership number or card - before validating the basket).

My orders

How do I track a current order?

First, log in on the home page by clicking on " Log in". If you are already logged in to your profile, you can view your order history and then click on "View details". At the same time, e-mails will confirm the various stages of your order (order confirmation, invoice, dispatch, delivery).

How do I cancel a current order?

First, log in on the home page by clicking on Log in. Then, in the "Your orders" section, you can access your order history.
You can then cancel your order by clicking on "Order cancellation request", then "I confirm cancellation".

How do I pay for a pending order?

Once you have logged in to your customer profile. You will have immediate access to your pending payments.

How do I request a return or after-sales service?

You can make a return or an after-sales service request by clicking here. Then follow the instructions on the returns form.

How do I find my invoice?

First, log in on the home page by clicking on Log in. From the "Your orders" section you can access your Order History. By clicking on "View details" for the order concerned, you can download 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 supply them. Contact one of our Motoconseillers. As far as possible, give us as many details as possible about your search, for example: the model of your motorcycle, the year of manufacture, etc.

How do I redeem my voucher?

Your voucher is deductible at the last stage of your order. At the checkout stage, you'll be asked to select your voucher and immediately deduct the amount from your order total.

Do you offer gift cards?

You can order gift cards on Motoblouz.com. Several predefined amounts are available. Once the purchase has been validated, a code will be sent to you by e-mail, enabling you to use the card on your next order. The gift card code must be entered at the last stage of the order process, at checkout.