Dutch /Flemish French English German Spanish
Sign In or Register

Faq

F.A.Q :

  • Q1) Where is my order / Chasing my order
    A1) Check for e-mails from SMP
    Enter order number into tracking area on website
    E-mail services@suzukimotorcycleparts.eu
  • Q2) Stock availability
    A2) Due to the vast nature of our catalogue, stock levels are not live. On occasion, parts which were indicated to be in stock on the website - upon ordering- transpire to be out of stock. This is unavoidable, but if it affects your order you will be contacted either via e-mail or telephone. Please be aware that the e-mail will come from @SMP.eu address.
  • Q3) Product is showing as "No Stock" on the website
    A3) This means that the product is currently unavailable/discontinued, please e-mail to check further availability
  • Q4) What information should I have to hand when ordering over the telephone?
    A4) Frame number (VIN) - this is enough information for our sales team to identify your exact model. Please note; if you cannot provide this information, we may be unable to help you.
  • Q5) Can I call for help on an order I am currently doing on-line?
    A5) Yes, whilst using our on-line shop, your basket will be assigned a unique 'Quote Number', this is located under the products in your shopping cart. Simply quote this number to our sales team and they will be happy to help. If you are unsure about the part you are ordering, please call/e-mail us the 'Quote Number' BEFORE you place the order.
  • Q6) Can I add to an existing order?
    A6) Yes, as long as the existing order has not already been dispatched.
  • Q7) Will I be charged additional P&P (Postage & Packing costs) for adding to my existing order?
    A7) No, as long as the existing order has not already been dispatched. Note; to add to an existing order, you will have to contact the sales team directly, either via e-mail or telephone.
  • Q8) Ordering painted parts
    A8) When ordering painted parts, please have the color code to hand, to ensure the correct color is ordered. The color code is located on the VIN plate on the vehicle (for location of your vehicles VIN plate, please refer to the owners handbook). It is best to order colored parts directly with our sales team, to ensure correct color is ordered.
  • Q9) Can I return or exchange my goods?
    A9) Yes, you can return any product to us within 7 days of receipt for a full refund (less P&P), (products must be returned in their original packaging and in good state, electrical items generally cannot be returned, unless the packaging has not been opened). If you have had the products for more than 7 days: If the product was correctly supplied, but you simply do not want/need it anymore - you can return it for a refund (less P&P), (products must be returned in their original packaging and in good state, electrical items generally cannot be returned, unless the packaging has not been opened) - you will be charged a 20% restocking fee for this. If the product was incorrectly supplied, you will receive a full refund (less P&P) upon receipt of the goods in good order at our distribution center. Further information regarding returns and exchanges can be found in our returns policy.
  • Q10) Why do you not refund P&P?
    A10) P&P is not refundable because it is a cost incurred in the dispatch of your order - if you cancel your order BEFORE it is dispatched, you will receive a full refund.
  • Q11) Why do you charge VAT on P&P?
    A11) You do not pay VAT for a normal stamp, however as P&P stands for Postage & Packaging - this is a service, therefore VAT is applicable.
  • Q12: Why have you taken my money and I've not received my order?
    A12: We do not take payment until the order has been processed and any issues (i.e. Out of Stock etc.) have been dealt with, until then the money is held by Paypal,. Please check your emails regularly for contact from us regarding stock levels and order updates
  • Q13: I am payng by credit card, what is the CVV2 number?
    A13: The CVV2 (Card Verification Value 2) is a three-digit security code printed on the back of the card to the right of the signature strip. It serves as a security measure for when you wish to make a transaction over the internet.
  • Q14: Why has my order been cancelled?
    A14: The order can be cancelled by SMP if it turns out that the item isn’t longer available. You will be informed by SMP.
  • Q15: Can I cancel a part which is in backorder?
    A15: Yes, you can cancel a backorder; please note that MSP charges a 20% cancellation fee for cancelled original motorcycle spare parts. Cancellation fees are charged if the expected delivery date of a backorder is within 30 days following the order.