DELIVERY AND RETURNS
Sending and transport of your parcel
All orders are sent within 24 business hours after receiving your order, with the exception of fairings for which the sending delays can (sometimes) take up to 48h. Indeed our team will take the time to check and control each part before sending the fairings to your address, which can cause a slightly more important sending delay (but altogether also guaranteeing your comfort and to offer the best buying experience to you).
If for some reason we were unable to send your parcel within this timeframe, we will contact you immediately by email and/or by phone to agree together on the best resolution possible, depending on the problem.
Whatever the selected sending method, as soon as your parcel is ready for dispatch, we will send you an email with the tracking number to allow you to track the delivery of your order, step by step.
The sending fees include packing, handling and freight charges. The standard sending method is made through Colissimo Suivi (La Poste France), provided with a tracking number and delivered without signature upon receipt. If you prefere having a delivery with signature upon receipt, an additive fee will be charged and you will need to contact AVDB Moto. Also know that for the high value parts, for which delivery is offered, we will automatically send the parcel through registered mail with signature upon receipt (for example for fairings, headlights...).
STANDARD delivery fees are free from 100€ purchase****. We recommend you regroup your different purchases in one same order. We cannot regroup two different orders that were passed the same day and send them in one parcel if you do not notify us immediately after noticing this order "mistake". If you do not notify us in time (within 24h after passing your orders), you will have to pay the sending fees for both orders.
Once the parcel is collected by the selected carrier, transport and delivery are no longer our responsibility. You will probably agree that it is normal since AVDB Moto does not have its own integrated delivery system.
Once the parcel collected by the selected carrier, the delivery delays usually take :
- 48 business hours for France (mainland)
- 3 to 8 business days for Europe
- 4 to 15 business days for the rest of the world
Once the package is handed over to the carrier, the average delivery delay by DHL EXPRESS (as an indication) are :
- 24 business hours for France (mainland)
- 48 business hours for Europe
- 5 to 7 business hours for International and French overseas departments and territories
Once the parcel is handed over to the carrier, the average delivery delay by DHL ECONOMY (as an indication) are :
- 2 to 3 business days for Europe
* IMPORTANT NOTE ABOUT DELIVERY BY DHL
The delivery rate that we offer does not include the administrative and customs fees, charged upon receipt of the package by DHL.
** IMPORTANT NOTE ABOUT THE DELIVERY FOR DOM-TOM ZONE OM1 [UPDATE COVID OF 01/11/2020].
Following the re-evaluation by La Poste of the delivery rates to the French "DOM-TOM", as a direct consequence of the COVID-19, we ourselves had to adapt our delivery rates for the following islands:
- Guadeloupe (including Saint Barthélémy and Saint Martin)
- Reunion Island
- French Guiana
Sending price to these islands is now 18€ for all orders under 100€ and 6€ for all orders over 100€ (corresponding to the amount of the increase imposed by the Post Office per package). Also it is possible that delivery times may be longer than usual due to the sanitary situation.
Below is an excerpt from the press release of the Post Office:
"As a direct consequence of Covid19, airlines are strongly impacted by a significant drop in the number of passengers. In reaction, and in order to face their costs, the latter are forced to reduce the frequency of their rotations as well as the freight capacity they offer, and strongly increase their fares".
The fare for DOM-TOM ZONE OM2 remains 22€.
**** UPDATE FROM 19/11/2020, following the sanitary crisis :
Unfortunately, we are not able to ensure free shipping from 100€ purchase for all countries in the world as usual. Currently, the countries concerned are: Belgium, French overseas departments and territories (DOM-TOM), countries with special customs duties, especially on categories with bulky products such as fairings, exhaust pipes, handlebars to name a few. Do not hesitate to contact us before your order.
Unfortunately, this kind of restrictions arrive progressively, we will continue to do our best to keep you informed and to find solutions in order to continue to deliver you and, as much as possible, at advantageous rates. Thank you for your understanding.
Also note that delivery times may be longer than the announced delays.
AFTER SALES SERVICE
All products are packed with the best precautions to guarantee the items arrive in the best state. If this is not the case, please contact us immediately after receiving the goods. We will need you to provide us with your order reference (available on your Invoice, saved in your Customer Account) and pictures of the damaged item. We will activate the guarantee as soon as we receive these elements.
There are no machines preparing and sending your orders, but human beings. We know that a mistake is always troublesome, but to err is human as the saying says. So if you notice an error was made on your order from our part when you receive your parcel, know that we are a responsible company, with a dedicated and skilled After Sales Service that will do its best to solve the problem in the shortest delays, altogether and obviously without any cost applying to you.
RETURN SENDING FEES
If, on the other hand, the error does not turn out to be one made by our services, but your error or a change of mind, then you will have to take charge for it and pay the costs incurred for the recovery of the problem, which we normally try to do in a clever way, so that it is as inexpensive as possible for you.
If your order exceeds 100€ (order with free shipping), and you wish to return one of the items or the entire order due to a change of mind or an order error, we will retain a flat-rate value on the amount of your refund, equivalent to a contribution to the shipping costs that we have paid upon shipment (shipping costs not charged on orders of 100€ and over, but paid by us upon shipment). This solution seems to us to be more fair. Please do not hesitate to contact us by phone or email if you need more information.
In case of return (whatever the cause), products that have been modified, badly packed, or damaged during assembly, will not be refunded. The condition of the returned product must be as it was when we shipped it.
DO NOT HESITATE TO CONTACT US
Know that if you are pleasant bikers (like any real biker, obviously!) we will always thrive to provide the best service possible. Our After Sales Service division is available by email at email@example.com if needed.