Delivery Policy

Where will Mototo deliver goods?

Mototo deliver anywhere in the UK including Channel Islands and the Isle of Man. We also now deliver all items except for our chains to the USA, Canada, Australia and France though delivery charges will apply for these countries. For delivery to locations outside of this area please contact us and we will see what we can do for you.

Please Note: Items cannot be delivered to PO Box addresses

What delivery method does Mototo use?

There are a variety of delivery options available upon checkout including free and premium delivery. Free delivery makes use of a Mototo selected courier which we feel offers the best value service. The Mototo selected courier will typically be one of myHermes, Collect+ or Royal Mail. Premium delivery makes use of a named premium Royal Mail delivery service. Further details of premium delivery services can be found on the Royal Mail's website.

If you have any questions or problems with a delivery or with goods damaged in transit please contact us

Free delivery option

Mototo offers free delivery to all of the UK (Excluding Channel Islands) on every product it sells. We use a courier of our choosing which in practice is likely to be one of myHermes, Collect+ or Royal Mail. Mototo selected courier services typically take between 3 to 5 days to deliver items from the time of despatch.

How do I select the free delivery option?

You can choose your delivery options in the Mototo checkout process.

Will I automatically get free delivery on my order?

No - you need to select it in the checkout process.

Will I receive my order any sooner if I pay for premium delivery?

Yes - we process orders with premium delivery first.

If you pay for premium delivery, we will despatch the items we have in stock straight away with the remainder going onto back order. Back ordered items are despatched when they have all come into stock or after 5 working days, whichever is sooner.

If you select the free delivery option, we will despatch all your items together when they are all in stock. If we are still waiting for items after 5 working days, we will despatch the ones we do have.

What if I want some items really quickly?

Pay for premium delivery in the normal way - that way, we'll despatch what we can as soon as we can.

Premium Delivery

Premium Delivery means we despatch your goods as soon as we can after we receive your order.

Please note, not all products listed on Mototo.com are in stock and they may have to be requested specifically for your order. This is reflected in the estimated despatch date listed in Mototo.com product pages.

With Premium Delivery we will despatch your order as quickly as possible via a next-day Royal Mail delivery service. This should result in you taking delivery the next working day after despatch; however we can make no guarantees on the speed of the Royal Mail service used which is why we recommend allowing up to 2 working days for receipt of goods.

If you place your order on a working day before 11am UK time Monday – Friday we aim to despatch your order the same day provided goods are in stock.

Premium Delivery orders placed on a Saturday or Sunday will be processed first thing Monday morning.

What happens if an item in my order is delayed?

We will wait for 5 working days, then send the items we do have in stock. The remaining items will go onto back order.

Items on back order will be despatched as soon as they arrive with no delivery charge.

Do you handle International Orders?

Mototo may deliver outside of the UK depending on the specifics of your order. Please contact us with your request and we will get back to you as soon as possible with a solution.

How do I know if Mototo has an item in stock?

When viewing a product on Mototo.com there will be an estimated date for despatch of the product. Products with short despatch times are in stock whilst those with longer despatch times will have to be requested specifically for your order, hence the longer despatch times. Delivery will occur as soon as products are available for despatch.

Occasionally, our stock may already have been allocated to another customer. If this happens, it's first come, first served and we will try our hardest to get replacement stock in for you as soon as we possibly can.

Delivering to your address

Once an order has been processed the delivery address for that order cannot be changed. We are also unable to redirect mail once an order has been processed.

For these reasons please supply us with a delivery address where there will be someone in to sign for your delivery. If there is nobody in when the Royal Mail call, they will leave a card. You can then phone them to arrange collection your delivery from your local Royal Mail delivery centre.

Missing Parcels/Damage

If a parcel is damaged upon delivery or doesn't turn up at all, please contact us straight away quoting your order number and address and as much detail as possible and we will chase it up for you.

Royal Mail delayed parcels compensation

Royal Mail may pay compensation to the sender or the addressee of a delayed item posted where they have not delivered or attempted to deliver the item:

  • Three or more working days after the due date except where an item is redirected using the Royal Mail Redirection Service;
  • Six or more working days after the due date for items redirected using the Royal Mail Redirection Service;
  • 24 or more hours after the due date for Next Day items. Next Day may also be eligible for substantial delay compensation if the item has not been delivered or an attempt made to deliver;
  • Seven or more working days after the due date. This compensation for substantial delay is separate from any refund due for service failure, e.g. fee refund for failure to meet the Special Delivery&trademark; Next Day guarantee.

For items posted within the Christmas & New Year Period a further working day (2 working days for items using Royal Mail's redirection service) shall be added to the period before which compensation becomes payable for delay, except for Next Day which remains as it is.

If an item does not arrive it will not be eligible for compensation for delay, but the item may be eligible for compensation under the compensation for Loss policy.

If an item has been damaged or suffered part loss then please refer to our Returns Policy.

Further details can be found on Royal Mail's website here: http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/delayed-item-compensation/delayed-items