FAQ's

MSP’s Complete List of Frequently asked Questions & Answers.

Account.

How do I log in?

At the top of the website is the Log In link.

On Mobile it is in the main MENU dropdown.

Enter your e-mail address and password. If you have not created an account, please choose the option ‘Create an account’.

Can I change my password and personal details?

Yes. In your MY MSP account you can manage your personal details, billing information, view all orders, invoices and change your password.

I have forgotten my password.

There is a link on the Log In page. Select, ‘Forgotten your password?’ use the e-mail address you provided when you created your account and within minutes you will receive an email with a link to reset your password.

I cannot log in.

- You have not created an account. Please create an account on the Log In page.

- Check you are using the correct email address and password from registration.

- If you have recently deleted Cookies, your password will no longer be automatically filled. If you have forgotten your password, select the option ‘Forgotten your password?’

I cannot complete my registration because the country where I am located is not listed.

If the country where you are located is not listed, unfortunately you cannot place any orders with MSP.

Availability of spare parts.

Does MSP have all the genuine spare parts in stock?

MSP has a large stock of there own but we are not able to keep 3.5 million genuine spare parts in stock. Due to our extensive network of suppliers we are able to deliver all the genuine spare parts in a short time period.

If a part is not in stock the expected lead times are...

- Aprilia: approx. 3-4 working days
- BMW: approx. 9-10 working days
- Derbi: aprrox. 3-4 working days
- Ducati: approx. 8-10 working days
- Gilera: approx. 3-4 working days
- Honda: approx. 6-7 working days
- Husqvarna: approx. 5-6 working days
- Kawasaki: approx. 3-4 working days
- KTM: approx. 5-6 working days
- Moto Guzzi: approx. 3-4 working days
- Piaggio: approx. 3-4 working days
- Suzuki: approx. 2-3 working days
- Vespa: approx. 3-4 working days
- Yamaha: approx. 6-7 working days

Are the spare parts you sell new and genuine?

Yes. MSP only sells brand new genuine spare parts.

How do I know for sure that I have selected the right original spare part?

Always double-check you have selected the right spare parts before you place an order. If you are unsure, please complete our Enquiry form and we will assist you.

How can I check I am ordering the correct coloured part?

If you need specific-coloured parts, like Fairings, Fenders, Decals etc, we advise you confirm to us the colour scheme of your vehicle before you order the required part.

Please email info@motorcyclespareparts.eu with your Vehicle Identification Number (VIN), or Chassis Number and we will help ensure you order the correct coloured part.

What are discontinued spare parts?

Discontinued means that the original part is no longer supplied by the manufacturer. However, it can be possible that a similar original part is available or that the original part is still available from our stock. You can ask if the discontinued original part can still be supplied by completing our Enquiry form.

Is there a minimum order amount?

No, there is no minimum order amount.

Can you offer me assistance in finding the original motorcycle part(s) I need?

If you have been unable to find the specific original part(s) you need or are not sure of the part number, please contact us through our Enquiry form and we will be happy to assist.

Can I place an order by e-mail or by telephone?

Sorry, we can only accept orders through the MSP web shop.

I have completed my order, but I have not received a confirmation e-mail.

Your confirmation email may have landed in your Junk mail or SPAM folder. You can also check whether your order has been received at MSP by logging into your MY MSP account. If you have not created an account, please ‘Create an account’ on our Log In page.

Can I remove parts from my order?

Unfortunately confirmed orders can NOT be changed after the payment is completed.

Can I combine or add an item to an existing order?

When I placed my order, all parts were available, why are some parts now showing in backorder?

All parts listed on our website are available. MSP’s warehouse has a large stock, but if your part(s) are not in our stock these are shown in your order status as ‘Backorder’ parts.

MSP have an extensive network of suppliers, so we receive backorder parts quickly and get them delivered to customers.

Your order status will be updated with an expected arrival date into our warehouse.

When will an order with backorder part(s) be shipped?

MSP does not ship incomplete orders. Only complete orders are shipped when ALL order items are in stock.

You can contact us to request a partial delivery for the part(s) not on backorder.

Please note there we will be an additional shipping cost if the order is split into two shipments.

My vehicle is not listed in the visual spare parts catalogue - do you sell original parts for my motorcycle?

If there is no visual catalogue available for your vehicle, please contact us through our Enquiry form. Please complete all required fields.

What currencies do MSP accept?

All prices on MSP are in Euro, British Pound Sterling, US Dollar, Australian Dollar, Swiss Franc, Danish Krone, Norwegian Krone, Polish zloty or Swedish Krona.

You can change and set your currency through the currency selector drop-down in the top menu.

Do I have to pay VAT?

Customers who live in the EU pay VAT. Customers outside the EU are exempt from VAT.

When VAT is applicable it will be calculated in the price shown online. The total cost of your order is calculated in your shopping cart before payment.

What countries are in the EU?

Belgium, Bulgaria, Denmark, Germany, Croatia, Estonia, Finland, France, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain (excl. El Hierro, La Palma, La Gomera, Tenerife, Gran Canaria, Santa Cruz, Las Palmas, Fuerteventura and Lanzarote), the Czech Republic, Hungary and Cyprus.

As a customer outside the EU, will I have to pay any import duty/VAT?

This depends on the customs rules applicable in the country of destination. MSP is not responsible for any import duties and VAT applicable in the country of destination.

Can I collect my order?

No, we only ship orders for delivery.

Order status.

What is my Order Number?

Every order placed with MSP is automatically assigned a unique Order Number.

Your Order Number is included in your Order Confirmation email and is also shown on the Orders page in your MY MSP.

What is the status of my order?

There is a prominent ‘Check you order Status’ link in your order confirmation email. You do not need to have registered for an MSP account to check your order status from your order confirmation email.

However, if you have an MSP Account, you can follow the entire process of your order in your MY MSP account, under ‘Order Status´. If you have not created an account, please choose the option ‘Create an account’ on the Log In page.

Order status reference:
The status of your order involves several steps, which are explained below:

Order status:
- Paid: the order was successfully placed; the order will be processed by our warehouse.

Item status:
- Ordered in: the part has been ordered with the manufacturer. An expected date of arrival into MSP is detailed.
- In stock: the ordered part had been received in our warehouse.
- Expected: the ordered part is on backorder and MSP have been advised the date it is expected to arrive in our warehouse.
- Unknown: the ordered part(s) is on backorder, expected arrival date has not been advised. We update the backorder statuses each working day.
- Not available: unfortunately, the ordered part is no longer available. The part will be credited from the total order amount and refunded back to the original payment method.

Can I cancel a part on backorder?

Yes, you can cancel a backorder part.

Delivery.

How will my order be delivered?

Orders are delivered on working days (Monday till Friday) by DHL UPS, DPD or GLS. Depending on the country of destination.

What is the expected delivery time?

Can you speed up my order with an Express Shipment?

Yes, we can! We can reduce the lead time on shipping with UPS Express Saver.

If you need Express Shipment, please email info@motorcyclespareparts.eu including your Order Number and we will advise additional costs.

My status shows that my order has been shipped, but I have still not received my order. Where can I find the tracking details?

Can I have my order delivered to another country?

No. The destination country for invoice and shipping needs to be the same.

Shipping.

What are the costs of shipping?

Please see our Shipping & Delivery page for all shipping rates. Shipping costs are automatically added to your order summary at checkout before payment.

Is my package insured?

Yes

I have just received an item that was damaged during shipping.

If the packaging is damaged, please make your courier aware.

If you have received a damaged part(s), please use the return/damaged part(s) RMA form on the Return/Exchange page. Please complete all details as fully as possible.

Payment.

Which payment methods does MSP offer?

MSP offers the following online payment methods: - Credit and Debit Cards
- Visa
- Mastercard
- American Express
- Maestro

Other Payment methods.
- PayPal
- iDEAL
- SOFORT Banking / SOFORT Überweisung
- Apple Pay
- Eps

For more information regarding online payment methods and security, please visit our Payment Methods page.

Is my payment secure?

All payment transactions through MSP are made secure by the CM payment system (https://www.cmpayments.com/). All information exchanged to process the payment is encrypted using the SSL protocol. This data cannot be detected, intercepted, or used by third parties, and is not kept on our computer systems.

I am paying by credit card - what is the CVV2 number?

The CVV2 (Card Verification Value 2) is a three-digit security code printed on the back of the card. It serves as a security measure for when you wish to make a transaction over the Internet.

What is 3D Secure system?

For extra payment protection, 3D Secure (3DS) requires customers to complete an additional verification step with the card issuer when paying.

Cancellation.

Can I cancel my order?

Yes, if you need to cancel your order please email: info@motorcyclespareparts.eu

Why has my order been cancelled?

It is possible that your order has been cancelled by MSP because the part is no longer available. You will be notified by email and a refund will be issued to you the same day through your original payment method.

Can I cancel a part which is on backorder?

Yes, you can cancel a backorder part. Please send us an email with this request to info@motorcyclespareparts.eu

Return / Exchange.

Can I return my original spare parts?

All details are on our Return Policy page

Do I have to pay the costs of return shipment myself?

The costs for returning orders needs to be paid by the customer.

If an error has been made by MSP, then the shipping costs of the return will be covered by MSP.

When will I receive the refund if I have returned the items in accordance with the RMA procedure?

When returned orders have been received by MSP in accordance with the RMA form, the value of the goods will be refunded to you immediately or within a maximum of 14 working days.

How do I get my refund?

Refunds will be issued to the same online payment method you used when the order was originally placed.

What address can I return my order to?

All customers can return goods to the following address:
MSP (Motorcycle Spare Parts) B.V.
Josinkstraat 70
7547 AC Enschede
The Netherlands.

Newsletter.

How do I receive the MSP Newsletter?

Log into your MY MSP, in the My Profile tab check the box ‘Newsletter’ and save.

I no longer wish to receive the MSP Newsletter.

Log into your MY MSP, in the My Profile tab uncheck the box ‘Newsletter’ and save.

FAQ's

Top 10 most frequently asked Questions and Answers.

MSP’s Complete List of Frequently asked Questions & Answers.

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