FAQ
1. Account and general information
What are the General Terms and Conditions of Sales?
You can find our General Terms and Conditions of Sales here.
What do you do with my personal data?
We comply with the General Data Protection Regulation (GDPR) 2016/679 of 27 April 2016 concerning the protection of personal data, as well as the applicable national European privacy laws.
You can find detailed information on how we collect personal data here.
For any question or further information you might need, please contact us by phone at +33 3 89 70 30 00 or by email at [email protected].
How can I contact your customer service?
Our customer service will be happy to assist you by phone at +32 3 648 02 29 or email at [email protected].
How do I open an account?
If you are a professional dedicated to motorcycles, you can apply online via our form or by contacting our customer service by phone or by email.
I have forgotten my password. How can I reset it?
If you wish to reset your password, on the Sign-in page, click on Forgot password and follow instructions. We will email you a link to recover your password.
Check out how to proceed on this tutorial video.
How can I change my password?
If you wish to change your password, go to your account > My profile > Password > Change my password and follow instructions.
Check out how to proceed on this tutorial video.
What if I have trouble signing in?
If you are experiencing difficulties in logging on, please contact our customer service.
How do I get a user access for a team member?
If you want a new user access for a team member, please register a new ticket in your account > Tickets or contact your sales representative or customer service by phone / by email.
Check out how to open a ticket on this tutorial video.
How can I change my invoicing and contact details?
You can change your invoicing and/or contact details at any time by contacting our customer service by phone or email.
How can I change my communication preferences?
You can manage your communication preferences (newsletters subscription) by accessing to your customer area > My profile
2. Product & Stock
How do I search for a product?
You can find your product by searching through different options:
Browsing by categories selecting a subcategory or brand (Watch tutorial video)
Introducing the vehicle information (Watch tutorial video)
Introducing the tyres information (Watch tutorial video)
Introducing the chain kit information (Watch tutorial video)
Introducing key words in the main search box
How can I filter results?
You can refine results using the filters available on the left side of the page.
Check out how to proceed on this tutorial video.
Where can I find the dimensions of a product?
You can find dimensions of the products on the Features area of the product page.
Is there a size guide for clothing and helmets?
You can find a size guide below the price of each item.
How can I find out the availability of a product?
You can check the availability of a product through the following icons:
Available
Low stock
On demand
Replenishment
Discontinued
The product I am looking for is out of stock. When will it be available again?
For products indicating Replenishment status, the estimated availability date will be indicated below the status icon.
Where do I find the certification documents and homologations?
You can consult and download certification documents on the Document area at the bottom of the product page.
3. Orders
How do I place an order?
Add the products to your basket (Watch tutorial video)
- From a product listing page
- From a product detailed page
- Using a CSV file. A template is available below the Upload your files field
- From a saved cart
Once added your products to cart, go through the checkout process.
Check out how to proceed on this tutorial video.
How can I save a cart?
If you want to save your shopping cart for later, go to your basket, click on New cart, indicate a name and description for your cart and click on Save. You will find all your saved carts in your account > My saved cart.
Check out how to proceed on this tutorial video.
Can I place an order by phone or other communication means?
Yes, you can place an order contacting our customer service by phone, email or fax.
Can I cancel my order?
Orders can only be cancelled if not already assigned to packing process. If you wish to cancel an order, please contact our customer service by phone.
On Demand products cannot be cancelled once order has been sent to the supplier.
Can I add items to my already validated order?
You cannot add products to already confirmed orders. However, you can register a new order that will be shipped together with your first one, without applying additional freight or handling costs.
Take in account that it is only possible when:
- New order is placed before order cut-off time of the same day
- Delivery address of the orders are the same
4. Promotions & Vouchers
Promotions
Promotions indicated in our website are automatically applied to your basket. You can check extra discounts applied in each line of your order at check-out.
How can I redeem a voucher code?
If you want to redeem a voucher, at step 1 of check out, introduce the coupon code in the field called Coupon code and click on Apply.
Once redeemed, a new line containing your coupon will appear in your order.
5. Delivery
How do I change or add a shipping address?
If you want to modify or add a new shipping address, please contact our customer service by phone or email.
Which deliveries options are available?
Deliveries options are proposed at step 2 of check out according to the delivery country, weight and dimensions of your order. You can select the option you prefer.
How can I track my delivery?
You can track your delivery clicking on the links available below the Order delivery tracking column in your customer area > My orders
I don't receive my package, what should I do?
You can access to tracking information of your order in your customer area > My orders. If you need any further information or support, open a new ticket in your customer area > Tickets or contact our customer service by phone or email.
What should I do if my package was delivered damaged?
When receiving a package, if you observe any damage, describe them on the receipt of delivery provided by the carrier. Then unpack and check if any product has been damaged. If any, please access to your customer area > Tickets and add a new ticket or contact our customer service by phone or email.
What should I do if I receive an incorrect product or incorrect quantities?
When receiving a package, if the quantity or product you received is not correct, please access to your customer area > Tickets and add a new ticket or contact our customer service by phone or email.
6. Payment
How do I update my bank details?
If you want to modify or delete an already existing bank account, please contact our customer service by phone, email.
Which payment methods can I choose?
During checkout process, you will be able to see the available payment methods. Choose the one you prefer.
What should I do if I have a problem when proceeding to payment?
If you encounter any difficulties during the payment process, please contact our customer service by phone or email.
How can I get access to my invoices?
To reduce our impact on the environment, we do not send you paper invoice or credit note. Once confirmed your order, you will receive an email containing the invoice in a PDF file.
You can also download your invoices from your customer area > Billing.
7. Returns & Backorders
How do I request a return?
To request a return, please contact our customer service by phone or email.
What are the conditions of return?
Goods may only be returned with the express prior consent of the Company and within a maximum period of 30 days from delivery.
no return shall be accepted by Bihr in respect of the following products:
“on-demand” products
customized products
products that fulfil a special order from the customer
products that are sold as part of special operations or identified as “Products discontinued from ranges or available till stocks last”.
With the exception of returns for visible defects or non-conformity to the order or returns under a warranty claim, all returns accepted by Bihr shall give rise to an inclusive restocking charge of €9,00 exclusive of taxes per order for all shipments from the European Union, subject to additional customs costs.
Check full conditions of return here.
What is the warranty period for my product?
Please check our warranty conditions in our General Terms and Conditions of Sale.
How do I cancel a backorder?
Backorders will be automatically sent to you when available. If you wish to cancel any backorder, please contact our customer service by phone or email. Please take in account that backorders can only be cancelled prior order packing.
On demand backorders cannot be cancelled.