Frequently asked questions

The delivery time consists of two parts:

Preparation time + transit time = total delivery time

The preparation time depends on the manufacturer of the product, as some items are shipped from our own warehouse while others are ordered directly from the factory. The transit time depends on the destination country.

Preparation time (business days)

If your order contains products from several manufacturers, the preparation time will be based on the slowest one. If any reference appears as out of stock on the product page, the delivery time will start counting from the moment it comes back into stock.

Transit time (business days)

You can check the full list of countries we ship to on our shipping page.

Important: these delivery times are estimates and apply as long as the items in the order are available. If, after placing the order, we detect that any of the references is not available, we will notify you as soon as possible to agree on how to proceed: wait for restocking, replace it with an equivalent product, or cancel and refund the order.

Urgent orders

We do not offer a generic express shipping service. The timeframes listed above are the standard ones and, in most cases, are the fastest we can offer to each destination.

If you need the product for a specific date (a trip, a technical inspection, an event), please email us before placing the order at info@acmotos.com with the reference and the deadline. We will check whether it can arrive on time, prioritise its preparation in our warehouse when possible and, if it can't, suggest equivalent alternatives that can.

How to track your order

As soon as your order is shipped, you will receive an automatic email with the tracking number and the carrier link so you can check its status at any time.

If you think your order is taking longer than expected, write to us at info@acmotos.com indicating your order number and we will review it.

As soon as your order leaves our premises, you will automatically receive an email with the tracking number and a direct link to the courier. With that number you can check the status of your shipment at any time.

Where to check the status

Depending on the carrier handling your shipment, you can track your order on these websites:

• Correos Express: www.correosexpress.com
• CTT Express: www.ctt.pt
• UPS: www.ups.com/track
• Correos: www.correos.es

You can also check your order status by logging into your account at acmotos.com, in the My orders section.

If you haven't received the tracking email yet

If your order is not marked as shipped yet, it is most likely still being prepared. You can check the usual processing times in the question How long does it take for orders to arrive?. Also check your spam or promotions folder, in case the shipping email has been filtered.

If your order is delayed or doesn't arrive

If the tracking hasn't updated for more than 48 hours, if your shipment appears as delivered but you haven't received it, or if you have any other issue with the carrier, please email us at info@acmotos.com with your order number and we will open a claim with the carrier to resolve it as soon as possible.

We are sorry for the inconvenience. The first step is to identify the stage your order is in. Before contacting us, we recommend checking the following:

1. Check whether the delivery time has actually been exceeded

The total delivery time is the preparation time (depending on the manufacturer) plus the shipping time (depending on the destination country). You can review them in the question How long does it take for orders to arrive?. If you are still within the sum of both periods, your order is most likely progressing normally.

2. If your order has not been shipped yet

If the usual preparation days have passed and you still haven't received the email with the tracking number, please write to info@acmotos.com with your order number. We will review it and let you know its current status. The most common reasons are:

• One of the items in your order is awaiting restock. In that case we will contact you to agree on how to proceed (wait, replace or cancel).
• A temporary spike in orders that has delayed preparation by one or two days.

3. If your order has been shipped but is not moving

If you have a tracking number but the status has not been updated for more than 48 hours, or if it shows as delivered but you haven't received it, we recommend that you first:

• Check the status on the carrier's website (links available in the question How do I track my order?).
• Ask neighbours, reception or porters in case the parcel was left with them.
• Check whether the carrier has diverted it to a nearby pickup point.

If after these checks it still doesn't show up, please email us at info@acmotos.com with your order number and the tracking number. We will open a claim with the carrier to locate the parcel as soon as possible and, if necessary, arrange a reshipment or a refund.

What information helps us solve it faster

• Order number (5-digit format, for example 13644).
• Tracking number, if you already have it.
• A brief description of the issue (no updates since…, marked as delivered but not received, etc.).

Our phone support is available Monday to Friday from 10:00 to 14:00 at +34 931 83 88 33. You can also reach us by WhatsApp at +34 644 70 74 57 or by email at info@acmotos.com.

We ship to a closed list of countries, mainly within the European Union and a few nearby countries.

You can check the full and up-to-date list, together with the shipping times and costs for each destination, on our shipping page.

What if my country is not on the list?

If your country does not appear on the list, it means we currently cannot ship directly through the website. For workshops, distributors or other B2B customers outside the list, we may be able to arrange shipping on a case-by-case basis. If this is your situation, please write to info@acmotos.com with the order details and we will confirm whether we can handle it.

Costs and delivery times by country

The shipping cost depends on the destination country and the weight of the parcel, and is calculated automatically in the cart once you enter your address. The total delivery time depends on both the product's preparation time and the transit time to your country; you can find the details in the question How long does it take for orders to arrive?.

Please note that for shipments outside the European Union (for example, Switzerland or the United Kingdom) local customs duties, taxes or clearance fees may apply, and are payable by the recipient.

Shipping to mainland Spain

Shipping cost to mainland Spain is €3.99 with Correos Express, and free for orders over €50. Usual delivery time is 1 to 2 business days.

Other destinations

For the Balearic Islands, the Canary Islands, Ceuta and Melilla, as well as the rest of the countries we ship to (mainly the European Union, the United Kingdom and Switzerland), rates depend on the destination and the parcel's weight, and free shipping thresholds vary by country.

You can find the full details of rates and delivery times on our shipping page. The exact cost is calculated automatically in the cart when you enter your address, just before completing the purchase.

In-store pickup

If it is convenient for you to pass by our physical store at Av/ Meridiana 88, 08018 Barcelona, you can select the In-store pickup option at checkout. In that case no shipping cost is applied.

Orders outside the European Union

For shipments to countries outside the European Union (for example, Switzerland or the United Kingdom) the cost shown in the cart corresponds to the transport itself. Local customs duties, taxes or clearance fees may apply on top of that, and are payable by the recipient.

If, after entering your address, the calculated cost does not match what is shown on the shipping page, please write to info@acmotos.com with your postal code and the product reference and we will check it.

We are very sorry for the inconvenience. Sometimes the carrier marks a shipment as delivered but the parcel has been left in a different place than expected (neighbour, reception, nearby pickup point). Before opening a claim we recommend that you carry out the following checks.

1. Check the usual places

• Ask neighbours, reception, porters or nearby shops, in case the parcel was left there on your behalf.
• Check your mailbox, common areas or any other place where the courier might typically leave packages.
• Check the carrier's emails and SMS, in case it was redirected to a nearby pickup point. In some cases couriers only notify you this way and do not ring the doorbell.

2. Review the tracking details

Go to the carrier's website (you'll find the links in the question How do I track my order?) and review the delivery details: sometimes the exact time, the name of the person who signed for it, or the point where the parcel was left are indicated. This information can help you locate it.

3. If the parcel still doesn't appear after the checks

Please email us at info@acmotos.com with:

• Your order number (5-digit format, for example 13644).
• The shipment tracking number.
• A screenshot of the "delivered" status on the carrier's website, if you have one.
• Any additional information you have obtained from asking neighbours or checking the tracking.

We will open a claim with the carrier so they can clarify exactly where the delivery was made. The carrier's usual response time is 2 to 5 business days.

What if it still doesn't appear?

If the carrier confirms that the parcel cannot be located, we will arrange the best solution with you: a reshipment of the order or, if you prefer, a full refund to the original payment method. Under no circumstances do we want you to lose your money because of a delivery incident.

Yes, you can pick up your order with no shipping cost at our physical store in Barcelona:

• Address: Av/ Meridiana 88, 08018 Barcelona.
• Opening hours: Monday to Thursday from 10:00 to 14:00 and from 16:30 to 20:00; Fridays from 10:00 to 14:00 and from 16:30 to 19:00. Closed on Saturdays, Sundays and public holidays.

How to choose in-store pickup at checkout

The in-store pickup option appears in the carrier selection step, after you have entered a delivery address. Even though it may seem odd to have to fill in an address if you are going to pick up the parcel in person, it is necessary because the system treats in-store pickup as just another shipping option, and the address step always comes first.

Please also note that the option only appears if the address you enter is in the province of Barcelona. If your address is in a different province, it will not be shown and you will need to choose home delivery.

What happens after you place the order

When your order is ready, we will notify you by email so you can come to collect it during opening hours. To speed up the handover we recommend bringing your order number or an ID document.

Stock available in store

The stock we physically keep in the store is very limited compared to the catalogue available online, so we always recommend placing the order through the website and selecting the pickup option if that is more convenient for you, rather than simply dropping by to see whether we have the product.

Exchanges and returns in store

You can also use the store to process exchanges or returns for products bought on the website. If that is your purpose, please remember to bring the delivery note or the order number.

It depends on the destination country. For shipments within the European Union there are no customs or additional taxes: the price you pay on the website is the final one. For shipments to countries outside the European Union, customs duties, local taxes and clearance fees may apply, and are payable by the recipient.

Shipments within the European Union

If your shipping address is in an EU country, there is nothing else to pay. The product price and the shipping cost shown in the cart already include all applicable taxes (Spanish VAT), and the parcel arrives at your address with no customs procedures or additional charges.

Shipments outside the European Union

For destinations such as the United Kingdom, Switzerland, Norway, Iceland, Andorra or other countries outside the EU, the shipment is considered an export. In that case:

• On the invoice we deduct the Spanish VAT (21%), since the product leaves the EU.
• Upon arrival in your country, the customs authorities calculate the local taxes (VAT, duties if applicable) and, in some cases, a customs handling fee charged by the carrier.
• These amounts are collected directly by the carrier (usually UPS) at the time of delivery or through a prior notification.

These costs are not income for ACMOTOS: they are handled and charged by the carrier on behalf of the tax administration of your country.

How much do they usually amount to?

The amounts vary depending on the country, the value of the order and the type of product. As a reference:

• Local VAT: the equivalent of the value-added tax in your country (for example, 20% in the United Kingdom, 8.1% in Switzerland).
• Customs duties: variable depending on the tariff classification of the product. For many motorcycle accessories they are usually low or nil on orders to individuals.
• Carrier's customs handling fee: a fixed amount charged by the carrier for processing the clearance, normally between €15 and €30 depending on the country.

If you want a more precise estimate for your case, we recommend consulting the tax administration of your country before purchasing.

What if I decide not to collect the parcel?

If on arrival you decide not to pay the customs charges, the carrier will return the parcel to us. Once we receive it back, we will refund the product amount minus the shipping costs already incurred and, where applicable, the return shipping costs charged to us by the carrier.

To avoid surprises, we recommend getting informed before placing the order if it is your first time buying from a supplier outside your country.

Exceptions for companies with intra-community VAT number or exporters

If you buy as a company with an intra-community VAT number or as an exporter, the applicable tax regime may be different. See the details in the questions I'm a company from another EU country, how does intra-community VAT work? and What is DIVA and can I request a VAT refund?.

No problem, we can correct the address. How we handle it depends on the stage your order is in. The most important thing is to let us know as soon as possible: once the parcel is in the hands of the carrier, modifications become more complicated.

If the order has not been shipped yet

Please email us at info@acmotos.com with:

• Your order number (5-digit format, for example 13644).
• The correct and complete address: street, number, floor or door, postal code, city, province, country and a contact phone number.

We will update the address on the order and confirm it by email before shipping it.

If the order has already been shipped

Please also email us at info@acmotos.com with your order number and tracking number. In many cases the carriers (UPS, Correos Express, etc.) allow you to redirect the shipment from their own tracking portal. We will help you arrange it, either by contacting the carrier on your behalf or by guiding you through redirecting it yourself from their website.

Please note that some carriers do not accept address changes once the parcel is out for delivery, and others charge a fee for redirection.

What if the destination country changes?

If the correct address is in a different country from the original, the shipping cost may change. In that case we will let you know the difference: if it is higher, we will send you a payment link to cover the difference; if it is lower, we will refund the surplus to the original payment method.

What if the parcel comes back to us?

If the address was incorrect and the carrier returns the parcel to our warehouse, please email us as soon as you realise and we will go through the available options with you (reshipment to the correct address, modification or cancellation). The specific solution will depend on each case and on the shipping costs already incurred, so the sooner you let us know, the more flexibility we will have to find the best outcome.

Yes, as long as the order has not been shipped yet, we can add, replace or remove products without any problem. Once the parcel is in the hands of the carrier the contents can no longer be modified and it would need to be handled as a return upon reception.

To process the change, please email us at info@acmotos.com with your order number and what you'd like to modify.

If you want to add a product

1. Tell us the reference or the link of the product you want to add.
2. We check availability and send you a payment link with the corresponding amount.
3. Once we receive the payment, we add the reference to the order so it ships together.

Please note that if the added product has a longer preparation time than the rest of the order, the combined shipment may be delayed. If you prefer, we can ship what is already available and send the new reference separately once it is ready.

If you want to replace one product with another

Tell us which product you want to remove and which you want to add. We calculate the difference:

• If the new reference is more expensive, we send you a payment link for the difference.
• If the new reference is cheaper, we refund the difference to the original payment method.

If you want to remove a product

We remove the reference from the order and refund the corresponding amount to the original payment method. If what you want is to remove the entire order, please see the question Can I cancel my order?.

What if the order has already been shipped?

If it is already out for delivery, we cannot modify it. In that case you will need to wait until you receive it and, once in your hands, process a return of the product you no longer want or an exchange for a different one. You can find the details in the questions How do I make a return? and I want to exchange the size of a garment or helmet.

You can cancel your order at no cost as long as it has not been shipped. Once it is in the hands of the carrier it will need to be processed as a return on reception of the parcel.

If the order has not been shipped yet

Please email us as soon as possible at info@acmotos.com with your order number and the reason for cancellation. We will cancel the order and refund the full amount to the same payment method you used at purchase. The refund usually appears in your account or card within 1-2 business days.

If you paid by bank transfer and had not yet sent the payment, you don't need to do anything: the order is cancelled and no amount will be charged.

If the order has already been shipped

In that case we cannot stop it, but you have two options:

• Reject the delivery with the carrier when it arrives, stating that the recipient does not accept the parcel. The carrier will return it to our warehouse and, once we receive and check it, we will process the refund.
• Accept the delivery and process the return afterwards in the usual way. You can find the steps in the question How do I make a return?.

Special or made-to-order products

Some products that are made to order or customised at the manufacturer cannot be cancelled once they have been confirmed with the supplier. If your order includes any of these products, we will let you know at the time of processing the cancellation.

Partial cancellations

If you only want to cancel part of the order and keep the rest, let us know which references you want to cancel and we will process the partial refund. More details in the question Can I add or remove products from an order I've already placed?.

Here is a summary of the main points of our return policy. The related questions give you the detail of each section.

Timeframe

You have 30 calendar days from the date you receive your order to request the return of any product.

Product condition

For us to accept the return, the product must reach us in its original condition:

• No signs of use, marks, scratches or assembly.
• Original packaging complete and undamaged.
• With all the accessories, hardware, instructions and documentation that were included.
• For helmets, no marks, hair, sweat or any other sign of having been used.

How to process it

We offer two options: we can arrange the return shipment by providing you with the label, or you can ship the parcel yourself with the carrier of your choice. You'll find the detailed steps in the question How do I make a return?.

Costs

The cost of the return shipment is at the customer's expense when the return is due to change of mind (you no longer want it, it doesn't fit, it was a gift, etc.). If the return is due to a product defect, damage in transit or our mistake, the return is free of charge. More details in the question Are returns free?.

Refund

Once we receive the product and check its condition, we process the refund to the same payment method you used at purchase. The usual timeframe is 1 to 2 business days, although it may vary depending on the bank. More details in the question How long does the refund take?.

Size, model or colour exchanges

If what you want is to exchange the size, model or colour of the product, you can also do it within the same timeframe. You'll find the steps in the question I want to exchange the size of a garment or helmet.

Non-returnable products

Returns are not accepted in the following cases:

• Personalised products (engraved, custom-made or specifically adapted for your motorcycle).
• Products that show signs of use, installation or handling.
• Products without their original packaging or without all the accessories that were included.

Cases outside the timeframe

If more than 30 days have passed since reception and the reason is not related to a manufacturing defect, we cannot guarantee acceptance of the return, although you can always email us at info@acmotos.com and we will review each case individually.

Product warranty

The 30-day timeframe corresponds to the change-of-mind return policy. Manufacturing defects that appear later are covered by the legal 2-year warranty. You can find the details in the question What is the product warranty?.

You have 30 calendar days from the date you receive your order to return any product. The product must be in its original condition, with no signs of use, and include all packaging, accessories and documentation.

To process the return we offer two options:

Option 1 — We arrange the return shipment

We provide you with the return label. The cost depends on the country of origin and the weight of the parcel, and is deducted from the final amount we refund you.

1. Email us at info@acmotos.com with your order number and the reason for the return.
2. We will confirm the cost of the label and send you a payment link.
3. As soon as we receive the payment we will email you two documents:
   • The return delivery note, which must go inside the parcel.
   • The shipping label, which must be attached on the outside of the parcel, in a visible area.
4. You can reuse the original box; just make sure to remove or cover any old shipping labels.
5. For domestic shipments the carrier is usually Correos: you can drop the parcel off at any Correos post office.

Option 2 — You arrange the return shipment yourself

If you prefer to use any carrier of your choice, you can send the parcel to the following address:

ACMOTOS — Av/ Meridiana 88, 08018 Barcelona, Spain

Please include inside the parcel a note or the purchase delivery note with your order number, so we can identify the sender when we receive it.

Refund

Once we receive the parcel and check the product, we will refund the amount to the same payment method you used at purchase. It usually takes between 1 and 2 business days to appear in your account or card, although some banks may take a little longer to reflect it.

Special cases

• Defective product or product damaged in transit: the return is free of charge, we cover the cost of the label. See more details in the question I received a broken or defective product.
• Size, model or colour exchange: handled as a return plus a new order. See details in the question How do I exchange a size, model or colour?.
• Return in store: you can also drop by our physical store (Av/ Meridiana 88, 08018 Barcelona) during opening hours. Please remember to bring the delivery note or the order number.

You can request a size exchange within 30 calendar days of receiving your order. The product must be in its original condition, with no signs of use, and include the complete packaging, accessories and documentation. This is especially important for helmets: if the helmet has been used (marks, hair, sweat or any other sign of use) we will not be able to accept the exchange.

The exchange is handled as a return of the original product plus the shipment of the new size.

How we process it step by step

1. Email us at info@acmotos.com with:
   • Your order number.
   • The product and the current size.
   • The new size you need.
2. We check the availability of the new size and confirm the cost of the return label, which depends on your country and the parcel's weight. If there is a price difference between the old and the new size, we will also let you know.
3. We send you a payment link with the corresponding amount (cost of the label + any price difference).
4. Once we receive the payment, we email you the delivery note and the shipping label so you can send the original product back to us. You can find the details of the return shipment in the question How do I make a return?.
5. As soon as we receive the product and check that it is in perfect condition, we ship the new size to the address you indicate.

Before requesting an exchange, check the sizing guide

On each product page you will find a sizing guide with the relevant measurements (head circumference for helmets, size and measurements for clothing and boots). If you have any doubt about which size to order, please write to us before placing your order and we will help you.

What if the new size is out of stock?

If the size you need is not available at that moment, we will let you know and you will be able to choose between waiting for the restock, opting for an equivalent model, or cancelling the operation with a full refund of the product.

Special cases

• Our mistake: if we have sent you a different size from the one you ordered, the exchange is free and we cover the cost of the label.
• Model or colour change: the procedure is exactly the same as for a size exchange.
• Exchange in store: you can also drop by our physical store (Av/ Meridiana 88, 08018 Barcelona) during opening hours to process the exchange. Please remember to bring the delivery note or the order number.

Once we receive the returned product and check that it is in good condition, we process the refund to the same payment method you used at purchase. The time it takes to appear in your account depends on the payment method and your bank, but it is generally 1 to 2 business days.

Usual timeframes by payment method

• Credit or debit card (Redsys): between 1 and 5 business days, depending on your bank. Some banks reflect the refund instantly while others can take a few extra days to display it on your statement.
• PayPal: the refund usually appears in your PayPal account within a few hours. If you paid through PayPal with balance or bank account, the money is immediately available; if you paid with a card, PayPal returns it to that card within the usual bank timeframes.
• Bank transfer: the refund is made by transfer to the account you provide. The arrival time depends on the issuing and receiving banks, usually 1-2 business days.

When does the countdown start?

The timeframe is counted from the moment we process the refund, not from when you send the return. That means that after you send us the product there is an intermediate period while the parcel travels to our warehouse and we check it. Once we have verified it, we will email you to confirm that the refund has been processed.

How much is refunded?

We refund the full amount of the returned products. If you processed the return with Option 1 (return label provided by us), the cost of the label is deducted from the amount to be refunded.

If you don't see the refund after a few days

If more than 5 business days have passed since we confirmed the refund and you don't see it in your account or card, please email us at info@acmotos.com with your order number and, if possible, a screenshot of your statement. We will check it with you and, if necessary, provide you with the proof so you can claim it from your bank.

It depends on the reason for the return.

Return for change of mind

If you want to return a product because you changed your mind, it does not fit, it was a gift or any other reason unrelated to a problem with the product, the cost of the return shipment is at your expense. This cost depends on the country from which the return is made and on the weight of the parcel.

If you choose the option of a return label provided by us, the amount is deducted from the final refund. If you prefer to use your own carrier, you don't have to pay us anything, but you cover the shipping cost with the carrier of your choice. You can find the details of the procedure in the question How do I make a return?.

Return for defect, damage in transit or our mistake

In these cases the return is completely free:

• The product arrived with a manufacturing defect.
• The product arrived damaged in transit.
• We sent you a product, a size or a colour different from the one you ordered.
• A part or accessory that should have been included in the parcel is missing.

In all these cases we cover the cost of the return label and, once we receive the product, we arrange either the shipment of the correct one or a full refund, whichever you prefer.

Returns in store

If it is more convenient for you and you live in Barcelona, you can also drop by our physical store at Av/ Meridiana 88 to hand the product in person during opening hours. In this case no shipping cost applies.

If you have any doubt about how your case fits, please email us at info@acmotos.com with your order number and we will confirm it.

On each product page you will find the list of motorcycles compatible with that reference (brand, model and production years). It is the most reliable source of compatibility, as we keep it updated with the information provided by each manufacturer.

Before buying, check three details of your motorcycle

• Brand (Yamaha, Honda, BMW, etc.).
• Exact model, including the version or variant if there is one (for example: MT-09, MT-09 SP, MT-09 Y-AMT). Some references are compatible only with one of the versions, not all of them.
• Year of registration or manufacture.

With these three details you will be able to verify compatibility in the product page.

If you have any doubts, ask us before buying

If your motorcycle is right at the edge of the indicated years, if the exact version does not appear on the list or if you simply want a confirmation, please email us at info@acmotos.com with:

• The reference of the product you are interested in or the link to its page.
• The brand, model, version and year of your motorcycle.

We will review the information directly with the manufacturer and confirm by email whether it fits your case.

Products with partial compatibility

Some universal accessories may require specific adapters depending on the motorcycle model (for example, certain levers, mirrors or bar ends). We will indicate this in the product page whenever it applies, but if you have any doubts about the specific adapter you need, please email us and we will confirm.

Products that require additional information

For some homologable accessories (for example, license plate holders) we may also need the VIN number and the license plate of your motorcycle to process the corresponding certificate with the manufacturer. You will find more information in the question How do I request the homologation certificate for a license plate holder?.

If you have received a product that does not fit your motorcycle

If after installing it the accessory does not fit correctly, please email us as soon as possible with photos of the assembly and the details of your motorcycle. If the incompatibility is due to an error in the information on the website, we will arrange the return or exchange at no cost to you. If the accessory was compatible but the installation has not been completed correctly, we will help you sort it out.

On each product page we show the real availability. When a reference is out of stock and we have an estimated restock date, we indicate it right below the product name. That date is an estimation provided by the manufacturer and may change occasionally.

If the product page does not show an estimated date

It means we don't yet have confirmation from the manufacturer about when it will be restocked. If you are interested in that specific reference, please email us at info@acmotos.com with:

• The reference of the product or the link to its page.
• Whether you are in a hurry or not, to adjust our query accordingly.

We will check directly with the manufacturer and confirm by email whether there is a production forecast or whether the product has been discontinued.

Can I reserve the product even if it is out of stock?

Yes. You can place the order normally and, as soon as the reference comes back in stock, we will prepare and ship it to you without you having to order again. At the time of the order we will inform you of the estimated lead time and, if it doesn't work for you, you will be able to cancel it at no cost with a full refund.

If my order has some products in stock and others out of stock

When an order combines references in stock with others out of stock or with a distant estimated date, we will contact you to agree on how you'd like to handle it. The usual options are:

• Wait until everything is ready and ship it together in a single parcel (the default option, with no additional cost).
• Split the shipment: we ship the available products as soon as possible and the pending reference once it arrives. In this case an additional cost may apply for the second shipment, which we will confirm with you before proceeding.
• Replace the out-of-stock reference with an equivalent alternative compatible with your motorcycle, if one is in stock. If there is a price difference, we will send you a payment link for the difference or refund the surplus.
• Cancel only the out-of-stock reference and ship the rest of the order. We will refund the amount of the cancelled reference to the original payment method.

What if the product has been discontinued?

Some older products or models in transition may be discontinued with no restock forecast. If that is your case, we will let you know when checking and, when one exists, we will propose an equivalent reference compatible with your motorcycle. If the alternative fits, we can update your order at no cost.

Made-to-order or special-order products

Some references are not stock products but are made to order by the manufacturer when requested (for example, customised exhausts, suspensions with specific tuning or limited-production parts). In these cases you'll see on the product page a longer-than-usual delivery time.

When you place the order we will confirm the specific lead time by email and, once the manufacturer has confirmed the production, the order cannot be cancelled, since the part has been specifically made for you. If you have any doubts about the lead time or want to confirm it before buying, please email us at info@acmotos.com and we will verify it with the manufacturer.

Notification when it becomes available again

We currently do not have an automatic restock-alert system on the product page, but if you ask us by email we will note down your request and contact you as soon as the reference is available again.

Yes. All the Puig products we sell are 100% original and we receive them directly from the manufacturer. ACMOTOS is an authorised distributor of Puig (Motoplastic, S.L.), which means our catalogue, prices and availability are synchronised with their official warehouse.

Manufacturer's warranty

When you buy a Puig product at ACMOTOS, you benefit from the manufacturer's official 2-year warranty. If any defect covered by the warranty appears, we process it directly with Puig on your behalf. More details in the question What is the product warranty?.

Homologation certificate

Some Puig products require an official certificate from the manufacturer to pass the technical inspection or to process the motorcycle's paperwork. The most common case is the license plate holders.

To request the certificate we need the following information about your motorcycle:

• Brand, model and year.
• Frame number (VIN).
• License plate.

With this information we request it from Puig and send you the certificate in PDF as soon as they provide it. You'll find the detailed steps in the question How do I request the homologation certificate for a license plate holder?.

Physical documentation: ABE and similar

In some countries (Germany, for example) certain products require a physical ABE sticker that the manufacturer sends by post to the address you indicate. It is not a PDF document but an original Puig sticker or label. If your product requires it, we will mention it during the order process.

What about the other brands you sell?

The same applies to the rest of the catalogue. We work directly with each manufacturer (NZI, By City, SHAD, IXIL, Mivv, Pelacrash, Givi, Rainers, Tucano Urbano, Customacces, Öhlins, Rizoma, among others), so all our products are original, with the manufacturer's official warranty and with the corresponding documentation when applicable.

Most of our products come with everything needed for installation: hardware, gaskets, brackets, rubbers, assembly instructions and, where applicable, specific connectors or adapters. Each product page details what is included and, if any additional element is required, it is also indicated there.

How to check before buying

• Review the description and images on the product page: we usually show the contents of the package and the assembly instructions.
• If you have any doubts about a specific reference, please email us at info@acmotos.com with the product link and we will confirm.

Common cases worth keeping in mind

• Puig windshields and fairings: include the specific hardware for the corresponding mounting brackets. Some models additionally require dedicated brackets that are sold separately; in those cases we indicate it on the product page and, if you have doubts, we can confirm what you need based on your motorcycle.
• Exhausts: full kits include clamps, gaskets and, when necessary, the mid-pipe. Slip-on exhausts only replace the rear silencer, so they do not include the header or the catalytic converter.
• Puig 4.0 levers: include the selector already installed and, in some cases, an additional selector as a spare part. If you receive two selectors, it is not a mistake.
• Puig engine guards / frame protectors: come with a base set of grey rubbers already fitted and, outside the inner box, an additional set of rubbers in the colour you have chosen. If you only open the inner black box it may look as if something is missing: check the entire outer packaging before reporting an issue.
• SHAD 3P side case racks: include the rack and the hardware to mount it on the motorcycle, but not the side cases, which are sold separately and must be compatible SHAD cases.
• License plate holders: include the hardware to install them. The LED light and the indicators may be sold separately depending on the motorcycle model and the license plate holder.

If a part is missing from your package

If when opening the package you notice that hardware or an accessory that should be included is missing, don't worry: we will send you the missing part at no cost. You'll find the steps in the question A part is missing from my product.

Most of the helmets and protective garments we sell are certified according to the European regulations in force. On each product page we indicate the specific certification that applies, so you can always check before buying.

Helmets: ECE 22.06 standard

Most helmets in our catalogue comply with the ECE 22.06 standard, the European motorcycle helmet homologation currently in force. This certification is accepted throughout the European Union and allows legal use on public roads. When a helmet is certified, the mark appears stitched or printed on the chin strap, and we also indicate it clearly on the product page.

The brands we work with (NZI, By City, among others) are official manufacturers whose helmets are certified and supplied directly by them.

Jackets, trousers and suits

The protective clothing we sell complies, unless otherwise stated on the product page, with the European EN 17092 standard, which classifies garments according to their level of protection against abrasion, impact and seam strength:

• Class A: basic urban protection.
• Class AA: intermediate protection, suitable for mixed urban-road use.
• Class AAA: maximum protection, intended for intensive and sport use.

On each garment page we indicate the specific class and, where applicable, the CE-certified protectors included (shoulders, elbows, back, knees, hips).

Boots and gloves

• Motorcycle boots: usually certified according to the EN 13634 standard, which evaluates height, resistance to abrasion, impact and sole deformation.
• Motorcycle gloves: usually certified according to the EN 13594 standard, with classification based on the level of protection.

The specific certification of each model is indicated on its product page.

How to identify the certification on each product

The most reliable source is always the product page itself. There you will find:

• The mark or reference of the applicable standard.
• The protection level or class, if applicable.
• A description of the integrated protectors, in the case of garments.

When you receive the product, you will be able to verify the labelling on the item itself: garments carry a sewn-in label with the certification information, and helmets indicate it on the chin strap.

If you have doubts about a specific product

If the certification you are looking for is not clearly shown on the product page, or if you need to check it for a specific use (for example, circuit, competition or a country with additional requirements), please email us at info@acmotos.com with the product link and we will confirm which certification it carries and for which use it is intended.

In most cases yes. We can request individual parts from the manufacturer for the products we sell: hardware, rubbers, gaskets, keys, selectors, caps, instructions, bushings, DB-killers, etc. They are not always available as a direct sales reference on the website, but we can handle the request case by case and send you only the part you need.

What we need from you

So we can order the spare from the manufacturer, please email us at info@acmotos.com with:

• The reference of the main product to which the part belongs (for example, a Puig 22381H windshield, a SHAD SH51 top case, an NZI Combi 3 helmet).
• A description of the part you need. If the part has a position number on the instruction manual, please include it.
• A photo of the part or of the exact location where it goes on the product. This helps us enormously to identify it with the manufacturer and avoid mistakes.
• If applicable, the brand, model and year of your motorcycle, especially if the part is specific to a particular version.

How we handle it

1. We receive your request and forward it to the manufacturer to confirm price, availability and lead time.
2. We email you a quote with the cost of the part and the corresponding shipping fee.
3. If you accept, we send you a payment link. Once we receive the payment, we place the order with the manufacturer and ship it to you as soon as we receive it in our warehouse.

The total lead time depends on the manufacturer: some supply spares within a few days and others can take several weeks if the part has to be made to order.

Common cases we can source

• Rubbers, spacers and hardware for Puig windshields and screens.
• Keys or barrels for SHAD, Customacces and similar top cases and panniers.
• Visors, screens and individual parts of NZI or By City helmets.
• DB-killers and clamps for IXIL, Mivv and IXRACE exhausts.
• Selectors, extenders and adapters for Puig levers.
• Pucks and hardware for Pelacrash frame sliders.

Discontinued products

If the part belongs to an older or discontinued product, the manufacturer may no longer supply it. In those cases we will confirm it after checking and, when possible, we will suggest an equivalent part that may serve your purpose.

Small parts or replacements due to an incident

If the part is missing because it was not in the original packaging or it arrived defective, it is not a spare-part purchase: we will send it to you at no cost. You'll find the details in the question A part is missing from my product.

When you buy a Puig license plate holder (or other homologable products) we can request the manufacturer's official certificate that you need to pass the technical inspection or to process the motorcycle's paperwork. It is a service at no extra cost; we handle it directly with the factory.

What information we need

So the manufacturer can issue a certificate specific to your motorcycle, we need:

• Brand, model and year of your motorcycle.
• Frame number (VIN), the 17 alphanumeric characters that appear on the chassis and on the registration document.
• License plate of the motorcycle.

These three pieces of information are essential: the certificate is issued for the specific motorcycle, not for the product in general, so without them it cannot be processed.

How to request it

1. Place the order for the license plate holder normally through the website.
2. Email us at info@acmotos.com saying you need the homologation certificate, together with the three details above and your order number.
3. We request it from the manufacturer on your behalf and send you the certificate as soon as they provide it.

In which format you'll receive it

In most cases, the certificate is sent as a PDF document by email. You can print it or present it in digital format, depending on what is requested at the technical inspection or by the corresponding authority.

Special case: ABE for Germany

If the motorcycle is registered in Germany, the equivalent document is the ABE (Allgemeine Betriebserlaubnis), which the manufacturer sends as a physical sticker by post, not as a PDF. To process it we will also need:

• Holder's full name.
• Full postal address.
• Postal code and city.
• Country.

The delivery time will depend on the postal service to your address.

Timeframes

The certificate is issued by the manufacturer, not by us, so the lead time depends on their workload. Under normal conditions it usually takes between 3 and 10 business days. If you need the certificate urgently (for example, for an already scheduled technical inspection), please let us know in the email and we will try to prioritise it with the manufacturer.

Other manufacturers

Although most enquiries are for Puig license plate holders, we can also request homologation certificates from other manufacturers we work with when the product requires it. The procedure and the required information are the same.

If you already have the license plate holder installed

You don't need to have bought the product recently to request the certificate. If you bought it from us some time ago, we can also request it from the manufacturer; we just need the three motorcycle details, the previous order number or the reference of the license plate holder you have installed.

Most of our products are designed so you can install them yourself, without having to take the motorcycle to a workshop. They come with assembly instructions and, except in specific cases, do not require advanced technical knowledge or special tools.

What comes with each product to help you

• Assembly instructions in the box, with step-by-step diagrams. In many cases also available as PDF on the manufacturer's website.
• All the hardware and accessories needed for the installation, unless the product page indicates otherwise. You'll find the details in the question What's included with the accessory? Does it come with the hardware?.
• Installation videos on the manufacturer's official channel, available for many references.

Tools usually required

• A set of Allen and/or Torx keys.
• Spanner and ratchet with the appropriate socket sizes.
• Screwdriver (flat and Phillips).
• For certain products, a torque wrench to tighten to the value recommended by the manufacturer.

The usual tools in a basic motorcycle toolkit are generally enough for most installations.

Products that are especially easy to install

If this is the first time you are installing accessories on your motorcycle, these are usually the most approachable:

• Windshields and screens (replacing the original with the same hardware).
• Bar ends, levers, mirrors and similar handlebar components.
• Frame sliders of the no-cut fairing type.
• License plate holders and rear fenders.
• Top cases, side cases and SHAD or Givi mounts on already installed brackets.

Products that may require a workshop

Some accessories do require more specific technical knowledge or tools that are not usually available at home. In these cases we recommend going to a specialised workshop:

• Exhausts that require ECU reflashing or fuel injection adjustment.
• Suspensions such as Öhlins, which need calibration once installed.
• Catalytic converters and decat pipes that require dismantling parts of the exhaust system.
• Side case or top case brackets requiring fairing removal on motorcycles where structural parts have to be removed.
• Modifications affecting the original wiring (indicators, lighting, etc.) if you don't have experience with motorcycle electrics.

Do you offer installation service?

No. ACMOTOS does not install accessories. We sell the product and help with any questions you may have during the assembly, but we do not have our own workshop. If you need a professional to install it, we recommend taking it to a workshop specialised in your motorcycle's brand or to a mechanic you trust.

If you have questions during assembly

If you have decided to install it yourself and run into a question, email us at info@acmotos.com or message us on WhatsApp at +34 644 70 74 57 with:

• The reference of the product.
• A photo or video of the area where you have the question.
• The brand, model and year of your motorcycle.

We will help you sort it out, and if necessary we will check with the manufacturer for you.

We offer several options so you can pay in the way that suits you best. All payment gateways are secure and comply with European data protection standards.

Methods available at checkout

• Credit or debit card (Visa, Mastercard) through our bank's Redsys gateway. The charge is processed when you confirm the order.
• PayPal: you can pay with your PayPal balance, with the linked bank account or with a card through PayPal.
• Bizum: instant payment from your mobile via your banking app. Available for customers with a Spanish bank account.
• Bank transfer: the order is reserved and prepared as soon as we receive the payment. You'll find the details in the question How does payment by bank transfer work?.
• Klarna: deferred or financed payment, available in the countries where Klarna operates. If available for you, it will appear as an option at checkout.
• Apple Pay and Google Pay: available from compatible devices, depending on the gateway and the country.

Which methods you'll see at checkout

Not all methods are available in every country or for every amount. Once you enter your shipping address and reach the payment step, only the methods compatible with your case will be shown.

Post-order payments

If after placing the order you need to pay an additional amount (for example, a return label, a price difference for an exchange, or an added item), we will send you a secure Stripe payment link. The link works with cards and will only charge the amount we have indicated by email.

Security

No banking data is stored on our systems: card payments are processed directly through your bank's gateway, and sensitive data never passes through our website.

When you choose bank transfer as your payment method, your order is reserved immediately but is not prepared until the payment reaches our account. It is a good option if you prefer not to use a card or PayPal, but please bear in mind that the total delivery time will be extended depending on how long the transfer takes to clear.

How to make the transfer

1. Complete the order selecting bank transfer as your payment method.
2. You will receive by email the order confirmation with the bank details: account holder, IBAN and BIC.
3. Make the transfer from your bank, using your order number as the reference (5-digit format, for example 13644). This allows us to identify your payment quickly.
4. The amount must match the total of the order, without deducting bank fees on your end.

How long it takes to reach us

• Transfers within the SEPA zone (Spain and the rest of the EU): usually between 1 and 2 business days.
• International transfers outside SEPA (Switzerland, the United Kingdom after Brexit, etc.): may take between 2 and 5 business days, depending on the issuing bank.
• Bizum or instant transfers: if your bank allows it, the payment appears within minutes.

The preparation and shipping time of your order starts counting from the moment we see the payment in our account, not from the date you made the transfer.

If you want to speed things up

To speed up verification you can send us the transfer receipt at info@acmotos.com, including your order number. With the receipt we can bring forward the preparation in many cases, although the final release of the order is always done once we confirm the payment in our account.

What if you decide not to make the transfer?

If you finally do not make the payment, the order is automatically cancelled after a few days without any action on your part. No charge is made. If you prefer to let us know so we can cancel it sooner, please email us at info@acmotos.com with your order number and we will handle it.

If you have paid and your order has not been processed yet

If more than 3 business days have passed since your transfer (5 days if from outside SEPA) and you have not received a shipping confirmation, please email us at info@acmotos.com with your order number and the receipt. We will check it with our accounting team and release the order as soon as we verify the payment.

We are sorry for the scare. When you see two charges for the same order it is usually one of two situations. The vast majority are resolved without you losing a single cent.

1. It is a bank pre-authorisation (the most common case)

Some banks show two entries on your statement when you pay by card: one is the pre-authorisation of the amount (a temporary hold your bank makes to ensure you have funds) and the other is the definitive charge. The pre-authorisation is released automatically within 24 to 72 hours and disappears from the statement.

To confirm whether this is your case:

• Check whether one of the two entries appears as pending, pre-authorisation or hold, depending on how your bank labels it.
• Wait between 24 and 72 hours and check your statement again: normally only one charge will remain.

If after that period both charges still appear as definitive, go to the next point.

2. The order has been duplicated

In some cases, if the purchase is interrupted and you repeat it, a second identical order may be generated. In that case there are indeed two real charges that need to be cancelled and refunded.

Please email us at info@acmotos.com with:

• Your name and the email address you used to place the order.
• The order number or numbers, if you have them.
• A screenshot of your bank statement or PayPal account showing both charges.

We will check the system, cancel the duplicate order and process the refund to the original payment method. The refund usually appears in your account within 1-2 business days, although some banks may take a little longer to reflect it.

If you are not sure which case you are in

Don't worry, you don't have to diagnose it yourself. Email us with the information from point 2 and we will check it for you. If it was a pre-authorisation we will confirm it so you can rest easy; if it was a real duplicate, we will sort it out.

Yes. All purchases made at ACMOTOS come with an invoice. We generate and send it automatically to the email address you used to place the order, without you having to request it.

When it will reach you

Invoices are issued periodically from our system, so they don't necessarily arrive the same day as the order. You will usually receive them in the days following the shipment of your parcel. If within a week of receiving your order you haven't seen the invoice, please email us at info@acmotos.com with your order number and we will resend it.

Where to find it

• In your email inbox: it arrives as a PDF attachment. Please also check your spam or promotions folder in case your email client has filtered it.
• In your customer account: by signing in at acmotos.com, in the My orders section, you can view and download the invoices of your previous purchases.

If the invoice needs to be issued to a company

You can add or modify the billing details so the invoice is issued correctly. You'll find the details in the question Can I add my billing details to the invoice?.

Special cases

• Orders with exchanges or returns: once the process is closed we issue a corrective invoice that reflects the final amount after the exchange or refund.
• B2B orders with an intra-community VAT number: the invoice can be issued without VAT if your company meets the requirements. You'll find the details in the question I'm a company from another EU country, how does intra-community VAT work?.
• Purchases as a non-EU tourist: in these cases we can issue the DIVA document so you can recover the VAT when leaving the European Union. You'll find the details in the question What is DIVA and can I request a VAT refund?.

Yes. You can have the invoice issued with your personal billing details or those of your company, either before completing the purchase or afterwards, if the invoice has already been issued.

Before completing the purchase

At the address step during checkout you can enter a billing address different from the shipping address. There you can fill in:

• Company name or full name of the invoice holder.
• Tax identification number (NIF, CIF, VAT number or the equivalent in your country).
• Full billing address: street, postal code, city, province and country.

These details will be saved in your customer account for future purchases.

After completing the purchase

If you have already placed the order and need to modify the billing details, please email us at info@acmotos.com with:

• Your order number (5-digit format, for example 13644) or the invoice number if you have already received it (format FW followed by digits, for example FW08612).
• The correct billing details, exactly as they should appear.

If the invoice has not yet been issued, we update the details before generating it. If it has already been issued, we cancel the original and issue a new one with the correct details.

Special cases

• Change from individual to company or vice versa: this requires cancelling the original invoice and issuing a new one, it is not a simple correction. The process is the same, but it is best to let us know as soon as possible.
• Invoices of older orders: we can issue corrective invoices for past orders, although if the fiscal year is already closed a specific procedure may be required. Just mention it in your email and we will handle it.
• Companies with intra-community VAT number: if your company is based in another EU country and you want to receive the invoice without VAT, please see the question I'm a company from another EU country, how does intra-community VAT work?.

If your company is established in a European Union country other than Spain and holds a valid intra-community VAT number, we can issue the invoice without VAT, applying the intra-community supply regime. It is your company that takes care of declaring the VAT in your country, under the reverse-charge mechanism.

Requirements

• Your company must be registered in the VIES system (VAT Information Exchange System) and hold a valid intra-community VAT number. You can verify your own number at the official VIES website.
• The destination of the order must be an EU country other than Spain.
• The purchase must be in the name of the company (with full company name and intra-community VAT number).

How to handle it

At the moment our website does not automatically validate intra-community VAT numbers, so the process is handled manually on a case-by-case basis. You have two ways to do it:

1. Before completing the purchase (recommended)

1. Email us at info@acmotos.com with:
   • Your company name.
   • Intra-community VAT number (with the country prefix, for example FR12345678901, IT12345678901).
   • Billing address and country.
   • The products you want to buy (references or links).
   • The shipping address.
2. We validate your VAT number on VIES and, if everything is correct, we send you a payment link with the amount without VAT.
3. Once we receive the payment, we prepare and ship the order like any other. You will receive the invoice issued under the intra-community regime.

2. After completing the purchase

If you have already placed the order and paid VAT, we can also handle it afterwards:

1. Email us at info@acmotos.com with your order number and the company's tax details (company name, intra-community VAT number and billing address).
2. We validate the VAT number on VIES.
3. We cancel the original invoice and issue a new one without VAT.
4. We refund the VAT amount to the same payment method you used at purchase.

If your VAT number does not appear in VIES

If when we validate your number on VIES it does not appear as active, we cannot apply the exemption and the invoice will be issued with Spanish VAT (21%). If you believe this is an error, please contact your local tax authority first to regularise the situation and, once confirmed in VIES, we can issue the intra-community invoice.

Individuals and other cases

The intra-community regime only applies to companies with a VAT number valid in VIES. Purchases by individuals within the European Union, even from another country, always carry Spanish VAT. If you are an individual purchasing from outside the EU, please see the question What is DIVA and can I request a VAT refund?.

DIVA is the official electronic system of the Spanish Tax Agency to manage VAT refunds for travellers residing outside the European Union. If you live outside the EU and buy a product that you are going to take physically with you to your country of residence, you can recover the Spanish VAT (21%) that you have paid on the purchase.

Who can request it

• People residing outside the European Union, including Switzerland.
• The product must physically leave the EU in your personal luggage.
• The purchases must be for personal use, not for commercial resale.

How to request DIVA

1. Before completing the purchase (or at the time, if you come to the store), please provide us with:
   • Your full name and surname.
   • Your passport number and date of birth.
   • Your country of residence and full postal address.
2. We issue the invoice of your order together with the DIVA document in digital format and send it to you by email (or hand it to you in person if you buy in store).

What to do when leaving the EU

1. When you arrive at the airport or border point from which you are leaving the European Union, go to the DIVA verification point (electronic kiosks or customs counter).
2. Present the DIVA document together with your passport, your travel ticket and, if asked, the purchased product. Customs will verify the exit and validate the DIVA electronically.
3. It is important to do this step before checking in your luggage, as you may be asked to show the goods.

How to receive the VAT refund

Once the DIVA has been validated by customs, send us a copy or photo of the stamped/validated document to info@acmotos.com indicating your order number. As soon as we receive it, we process the VAT refund to the same payment method you used at purchase. The usual timeframe is 1-2 business days from when we accept the document.

Important deadlines and conditions

• You have 3 months from the purchase date to take the product out of the EU.
• If you do not validate the DIVA at customs, we cannot process the VAT refund: electronic validation is mandatory.
• The refundable VAT corresponds to the product itself. Shipping costs follow their own regime and may or may not be subject to refund depending on the destination.

Cases in which it does not apply

• Residents of any EU country (even if travelling in Spain).
• Purchases destined for another country within the EU.
• Products that are going to be shipped directly outside the EU by courier: in those cases the operation is an export and is handled differently. Please email us and we will tell you how to proceed.

Yes, any professional can shop at ACMOTOS. That said, we want to be transparent: our business is focused on retail customers (B2C), so we do not have a specific programme for professionals with wholesale rates, volume discounts or dedicated sales support.

This means that, if you are a workshop, shop, dealership or distributor, you can buy like any other customer and you will get the same prices shown on the website. The only difference is that we can issue the invoice in your company's name with your full tax details.

How to buy as a professional

1. Place the order through the website as usual, selecting the products you need.
2. At the address step, enter your company's billing details (company name, tax ID and full registered address).
3. Complete the payment with any of the available methods.
4. The invoice will be generated automatically with your company's details and you will receive it by email.

If you have questions about how to enter the tax details or need to modify an invoice that has already been issued, you'll find the details in the question Can I add my billing details to the invoice?.

Intra-community VAT for EU companies

If your company is based in another European Union country and holds a VAT number valid in VIES, we can issue invoices without VAT, applying the intra-community supply regime. This is not a discount, but a different tax treatment that you are then required to apply in your own country. You'll find the process details in the question I'm a company from another EU country, how does intra-community VAT work?.

Special cases

If you have a particular situation (a one-off high-volume order, an event, a corporate fleet, a recurring purchase with a calendar, etc.), please email us at info@acmotos.com with the details and we will assess it with you. We cannot guarantee terms different from the standard ones, but we can help you organise the order better or make sure of availability with the manufacturer.

We are very sorry about the incident. If when receiving the parcel you see that the product is broken, dented or shows visible damage attributable to the transport, we sort it out as soon as possible and at no cost to you: we cover both the return of the damaged product and the shipment of the new one or the refund.

Before doing anything, photograph the package and the product

Photos are the evidence the carrier needs to handle the claim, so the clearer and more complete, the better. We ask you for:

• A photo of the outer packaging (box), showing any dents, tears or crushing.
• A photo of the inner packaging, showing how the product was protected inside the box.
• One or several photos of the damaged product, with detail of the affected area.
• If possible, a photo of the shipping label stuck to the outside of the parcel.

How to report it to us

Please email us at info@acmotos.com as soon as possible (ideally within the 24-48 hours following delivery) with:

• Your order number.
• The photos described above.
• A brief description of the damage and when you noticed it.

What we do next

1. We open a claim with the carrier providing the photos and the shipment data.
2. We offer you the solution you prefer depending on the case:
   • Replacement of the product from our stock or the manufacturer's.
   • Repair, when the manufacturer offers it and it is viable.
   • Full refund to the original payment method.
3. If the damaged product needs to be returned, we send you a free return label with instructions on how to hand it over to the carrier.

If the packaging is intact but the product is broken

It can happen that the parcel arrives apparently fine and, on opening it, the product is damaged. In that case it is most likely a factory defect rather than damage in transit. The handling is practically the same; you'll find the details in the question My product has a factory defect.

If you signed the delivery note without checking the contents

Don't worry: even if you signed for the delivery without opening the parcel, we can still process the incident. Just let us know as soon as possible so the claim with the carrier reaches them in time.

If when opening your order you notice that hardware, a gasket, an accessory or any other part that should have been included is missing, don't worry: we will send you the missing part at no additional cost. Before reporting the issue, we recommend a quick check, because some products have accessories that can easily be overlooked.

Before letting us know, check these common cases

• Puig engine guards / frame protectors: they come with a base set of grey rubbers already fitted and, outside the inner black box, an additional set of rubbers in the colour you chose. If you have only opened the black box, please check the outer packaging before reporting the missing item.
• Puig 4.0 levers: they include a selector already installed and, in some cases, an additional selector as a spare. If you find two selectors, it is not a mistake.
• Windshields and screens: the hardware usually comes in a small bag inside the box itself, sometimes attached to the instructions. Please check the whole content before discarding it.
• Helmets: accessories (strap hook, pouch, instructions) may be placed inside the helmet itself, under the protective padding.

If after reviewing everything something is still missing, we move on to processing.

What you need to send us

Please email us at info@acmotos.com with:

• Your order number.
• The reference of the product to which the part belongs.
• A description of the missing part. If the part has a position number on the instruction manual, please include it (it is the most reliable way to identify it).
• A photo of the product and, if possible, of the area or the manual where the missing part is shown.

What we do next

1. We check with the manufacturer whether the part can be supplied separately.
2. We request the part from the manufacturer and ship it to you at no cost.
3. If for any reason the manufacturer cannot supply it, we discuss other options with you (full replacement of the product, partial refund or exchange for an equivalent alternative).

Timeframe

The total time depends on the manufacturer: some parts (hardware, rubbers, gaskets) can be shipped within a few days from our warehouse or the manufacturer's, while others may require several weeks if they need to be prepared specifically.

If what you need is a spare part for an older product

If the part is not missing because of a packing issue but because you want to replace one that has worn out or been lost over time, it is not a replacement claim but a spare-part purchase. You'll find the details of the procedure in the question Do you sell spare parts and individual components?.

We are very sorry for the mix-up. If you have received a product different from the one you ordered (wrong reference, size or colour), we will sort it out as soon as possible and at no cost to you.

What you need to send us

Please email us at info@acmotos.com with:

• Your order number.
• Which product you originally ordered and which one you received.
• A photo of the product received in which the manufacturer's label or reference is clearly visible. This helps us confirm the mistake and raise it with the supplier if necessary.

What we do next

1. We check internally which reference was sent and where the mistake happened.
2. We ship the correct product to you as soon as possible.
3. We generate a free return label so you can send the wrong product back to us. You will receive by email the delivery note and the label with instructions.
4. The shipment of the correct product and the pickup of the wrong one can be handled in parallel; you don't need to wait for the return to be completed before we send the right one (we confirm this with you in each case).

If you prefer a refund instead of a reshipment

If after the incident you prefer not to receive the correct product and would like us to refund the amount, no problem. Let us know in the same email and we will process the full refund upon receiving the wrong product, also with the return label at our expense.

Wrong product received vs. wrong product ordered by you

If you have received exactly what appears in your order confirmation but, upon reviewing it, you realise you chose incorrectly, this is not a wrong shipment and it will be handled as a standard exchange or return. You can find the steps in the questions I want to exchange the size of a garment or helmet and How do I make a return?.

We are very sorry about the issue. If your product has a manufacturing defect (scratches, bad paint, bad stitching, a part that does not fit correctly, looseness, original rust, an electronic part that does not work, etc.), we handle it under warranty with the manufacturer at no cost to you. The final decision (replacement, repair or refund) depends on the case and is agreed with you.

What you need to send us

Please email us at info@acmotos.com with:

• Your order number.
• The product reference.
• Clear photos of the defect. If the defect is functional or only visible in motion (looseness, a mechanism that does not fit, an electronic that does not respond), please also add a video.
• A brief description of when you noticed the defect and, if you tried to install the product, at which point the problem appears.

The more visual information you can provide, the faster we can open the warranty case with the manufacturer and propose a solution.

What we do next

1. We identify the manufacturer (Puig, NZI, IXIL, By City, Mivv, SHAD, Pelacrash, etc.) and forward the case to them along with your photos and videos.
2. The manufacturer validates the warranty and, depending on the case, offers one of these solutions:
   • Replacement of the entire product with a new unit.
   • Repair, when the manufacturer offers it and it is faster or more efficient.
   • Full refund to the original payment method.
3. If the defective product needs to be returned to us, we send you a free return label with instructions.
4. We keep you informed throughout the process.

Timeframes

The response time depends on the manufacturer: some resolve cases within a few days and others may take several weeks, especially if the repair requires sending the product to their workshop. In any case, we keep you informed at every step so you know where the case stands.

Special cases

• Damage in transit: if the outer packaging arrived dented and the product is damaged, it is more likely to be a transport issue. The handling is similar; you'll find the details in the question My order arrived damaged in transit.
• Defect discovered after weeks or months of use: it is covered by the legal 2-year warranty, provided it is not the result of misuse. See the details in the question How does the product warranty work?.
• Damage after installation or misuse: defects that appear after incorrect assembly, an impact or a fall are not covered by the manufacturer's warranty.

All the products we sell are covered by the 2-year legal warranty set by European regulations, counted from the delivery date of the order. If during that period the product shows a manufacturing fault or a defect not attributable to use, we handle it under warranty directly with the manufacturer at no cost to you.

What the warranty covers

• Manufacturing defects that appear without misuse (paint, stitching, electronics, materials, mechanisms, etc.).
• Parts that stop working correctly within the timeframe without having suffered external damage.
• Products that arrive with an original defect already visible on first use (in that case, please also see the question My product has a factory defect).

What the warranty does not cover

• Damage caused by accident, fall or impact while using the motorcycle.
• Damage caused by incorrect installation or by modifications made to the product.
• Natural wear and tear (soles and linings of boots, gaskets, rubbers, pads, etc.) beyond their expected service life.
• Products that have been tampered with, repaired by third parties or used in conditions other than those indicated by the manufacturer.

How to activate the warranty

Please email us at info@acmotos.com with:

• Your order or invoice number.
• The product reference.
• A description of the fault: when it appeared, under what conditions you have used the product and what symptoms it shows.
• Clear photos of the defect and, if the issue is functional or visible in motion, a video.

What we do next

1. We identify the manufacturer and forward the case along with the documentation you have sent us.
2. The manufacturer validates the warranty. In most cases, the resolution is one of these three options:
   • Replacement of the product with a new one.
   • Repair of the product at the manufacturer's workshop.
   • Full refund to the original payment method.
3. If the product needs to be returned to us so the manufacturer can inspect it, we send you a free return label.
4. We keep you informed of the progress until the case is closed.

Response timeframes

The total time depends on the manufacturer and the type of defect. Some cases are resolved within a few days with a direct replacement from stock, while others (especially when the product needs to be sent for inspection or repair) may take several weeks. We will keep you informed throughout the process.

And if the product is outside the 2-year period

The legal warranty covers the first 2 years. If the defect appears later, we cannot guarantee replacement or repair, but some manufacturers have case-by-case goodwill policies. If you are in this situation, please email us and we will check with the manufacturer to see what they can offer.

Special cases

• Product damaged in transit: not handled as a warranty case but as a carrier incident. See the question My order arrived damaged in transit.
• Defect detected when opening the package: although also covered, we handle it as a defective product. See the question My product has a factory defect.
• Consumable products (soles, gaskets, rubbers, batteries): may have an expected service life below 2 years. The manufacturer will assess whether the wear is premature or in line with normal use.

Don't worry, recovering your password is quick and you can do it yourself. You just need access to the email address you registered with.

Recover your password in 3 steps

1. Go to the password recovery page.
2. Enter the email address you used to create your account.
3. You will receive an email with a link to set a new password. The link has a limited validity time, so it is best to use it as soon as you receive it.

Once the new password is set, you will be able to log in normally.

If you don't receive the recovery email

• Check your spam or promotions folder, in case your email client has filtered it.
• Make sure you have entered the same email address you registered with. If you had several accounts (for example, a personal and a company one), try each one.
• Wait a couple of minutes: in some setups the email may take a little while to arrive.

If none of the above works

Please email us at info@acmotos.com with:

• The email address of your account.
• Your full name.
• If you remember it, the number of a recent order.

We will verify your identity, regenerate the password manually and send it to you by email. We recommend changing it to one of your own as soon as you log in, for security.

If you don't remember the email you registered with

If you are not sure which address you used, please email us with your full name and a previous order number (if you have it to hand). We will locate it in the system and confirm it.

If you have completed the purchase and you don't see the confirmation email, it is usually because your email client has filtered it or there is a small delivery delay. Your order is still registered in our system, so there is no risk of it being lost.

Steps to locate the email

1. Check your spam or promotions folder. It is the most common reason.
2. Search for the sender info@acmotos.com or for the word ACMOTOS in your inbox.
3. Wait a few minutes: in some cases the email may take between 5 and 15 minutes to arrive.
4. Make sure the email address you are checking is the one you used to place the order. If you have several accounts, check the others too.

If it still doesn't appear

Please email us at info@acmotos.com with:

• Your full name and surname.
• The email address you think you used to place the order.
• The approximate date and, if you have it, the amount of the order.
• The payment method used (this helps us find it more quickly).

We will locate your order in the system and resend the confirmation manually.

If you mistyped your email at checkout

If you entered your email address incorrectly when placing the order, the confirmation email will have gone to the wrong address. Please email us at info@acmotos.com with the correct address and a detail that helps identify your order (full name, payment reference number, date or amount). We will correct the address on the order and resend the confirmation to the right one.

Has my order been processed all the same?

Yes. The email confirmation is only a notification; your order has been registered in the system as soon as you completed the purchase and will be processed normally even if you don't see the email. If you still have any doubts, please email us and we will confirm the status of the order.

We are sorry for the inconvenience. Checkout errors usually have a quick fix. Before contacting us, you can try a couple of steps that solve most cases. If they don't work, we can send you a direct payment link so you can complete your purchase without going through the cart.

Quick checks you can do yourself

1. Review the data you entered: make sure the postal code, city and country are correct. Some errors are triggered because the system does not accept inconsistent combinations (for example, a French postal code with country Spain).
2. Try another browser (for example, Chrome, Firefox or Safari) or use incognito mode. Some extensions or stored cookies can interfere with the payment gateway.
3. Clear the cache and cookies in your browser and try again from scratch.
4. Check your connection: if you are on a corporate network or using a VPN, try disabling it temporarily.
5. Confirm with your bank that your card allows online purchases and that it is not limited by amount or destination. Some payments are blocked for security reasons and require authorisation from the cardholder.

If none of the above works

Please email us at info@acmotos.com with:

• A screenshot of the error you are seeing (without card data or passwords).
• The product or products you want to buy (name, reference or link to the product page).
• Your full shipping address (street, postal code, city, province, country).
• Your preferred payment method (card, PayPal, Bizum, bank transfer).

We will check what is failing and, in the meantime, send you a direct Stripe payment link so you can complete your purchase without going through the cart. The link works from any device and will only charge the agreed amount.

Frequent errors

• "Incorrect postal code": verify the code according to the country you have selected. Some countries (United Kingdom, Netherlands) have specific formats.
• The "Confirm" button does not advance: usually caused by a browser extension or a cookie block. Try in incognito mode.
• Card declined: the most common reason is a daily limit or your bank's security system. Call your bank to authorise the payment and try again.
• The payment link you sent me has a different address fixed: in some cases the direct links may come prefilled with a Spanish address. Let us know and we will regenerate it with your correct address.

Discount codes are entered in the cart, before completing the purchase. Some promotions, such as free shipping above a certain amount, are applied automatically when the condition is met.

How to apply a code manually

1. Add the products you want to buy to the cart.
2. Open the cart from the icon at the top of the page.
3. Find the "Discount code" field and enter the code exactly as we provided it to you (respecting upper and lower case and dashes).
4. Press the button to apply it. You will see the discount reflected in the cart total.
5. Continue with the purchase process as normal.

Automatic promotions

Some offers do not require a code and are applied on their own when the conditions are met, for example:

• Free shipping when you exceed the threshold indicated for your destination country. You'll find the details in the question How much does shipping cost?.
• Outlet products, which already show the reduced price on the product page.

If the code does not work

These are the most common reasons why a code does not apply:

• Code misspelled: check that there are no spaces at the beginning or end, and that the upper and lower case match.
• Expired code: promotions usually have an expiry date. If the code has expired, it cannot be applied.
• Minimum order amount not met: some codes require a minimum purchase amount. Check whether the promotion had this condition.
• Excluded products: certain promotions do not apply to products already on sale, outlet items or specific brands. If your cart contains only excluded products, the code will not apply.
• Single-use code already redeemed: some codes are personal or limited to a single use, usually per customer account.
• Country-restricted promotion: some promotions are only applied to certain shipping countries.

If you think the code should work and it doesn't

Please email us at info@acmotos.com with:

• The exact code you are trying to use.
• The products you have in the cart or the link to each one.
• Your shipping address (at least the country and the postal code).

We will check the promotion and, if everything is correct, apply the discount manually by sending you a direct payment link with the already discounted amount.

No. You can shop at ACMOTOS as a guest, without creating an account, simply by entering your email address and shipping address during the purchase process. That said, creating an account comes with several advantages worth considering, especially if you plan to place more than one order.

Benefits of having a customer account

• Order history: you can check your past orders at any time, the status of each one and the shipping and billing details.
• Easy access to invoices: you can download your invoices directly from the customer area, without having to wait for an email or asking us for a copy.
• Saved details: your shipping and billing addresses are stored, so you don't need to enter them again at every purchase.
• Faster checkout: once you are logged in, completing a new order is a matter of a few clicks.
• Centralised tracking: you have all your shipment tracking links in a single place.
• Personalised promotions: some offers and codes are reserved for registered customers.

How to create an account

You have two ways to do it:

1. During the purchase process: when you enter your email address, tick the option to create an account and set a password. Once you complete the order, your account will be created automatically with all the details you have entered.
2. From the website menu: go to the My account section at the top of the page and fill in the registration form. You only need a valid email address and a password.

If you bought as a guest and want to link your orders

If you previously purchased as a guest and you have now created an account with the same email address, we can link the past orders to your account. Email us at info@acmotos.com with the order numbers and the email of your account and we will sort it out.

Privacy of your data

Your personal data is used only to process your orders, send you the necessary communications about each purchase and, if you explicitly accept, to inform you about news or promotions. You can read the full details in our privacy policy and, if at any time you want to delete your account, please email us at info@acmotos.com and we will process it.

We have a physical store in Barcelona where you can pick up orders, process exchanges or returns, and ask questions in person.

Address

ACMOTOS — Av/ Meridiana 88, 08018 Barcelona, Spain

We are located in the Clot neighbourhood, just off Avenida Meridiana. The nearest metro station is Clot (lines L1 and L2), and several bus lines also stop along Meridiana.

Opening hours

• Monday to Thursday: 10:00 – 14:00 and 16:30 – 20:00
• Friday: 10:00 – 14:00 and 16:30 – 19:00
• Saturday, Sunday and public holidays: closed

The schedule may occasionally change on local holidays in Barcelona and Catalonia. If you plan to visit on those dates, we recommend confirming with us in advance.

What you can do at the store

• Pick up an order placed online. You'll find the details in the question Can I pick up my order in store?.
• Process an exchange or a return of a product bought online, without needing to ship anything. Please remember to bring the delivery note or the order number.
• Ask questions about products or compatibility.
• Try on helmets or gear that we have in stock that day.

Stock available in store

Please bear in mind that the stock we physically keep at the store is very limited compared to the full online catalogue. We work mainly as an online store and most products ship directly from our warehouses or from the manufacturer.

For that reason, before coming to look for a specific reference, we recommend:

• Placing the order online and selecting In-store pickup at checkout, if your address is in the province of Barcelona.
• Or contacting us in advance at info@acmotos.com to confirm whether the product is physically available.

How to contact us before visiting

If you have a specific question or want to make sure of something before coming over, you can contact us through any of our channels. You'll find the details in the question How can I contact you?.

You can reach us through any of these channels. Choose the one that suits you best and we will reply as soon as possible.

Email

info@acmotos.com

This is our main channel for detailed enquiries: orders, returns, exchanges, compatibility, warranty, billing or any incident that requires sending photos, videos or documentation. We receive emails at any time and usually reply during office hours (Monday to Friday).

WhatsApp

+34 644 70 74 57

Ideal for quick enquiries, short questions or attaching photos and videos directly from your phone. We respond during office hours, Monday to Friday.

Phone

+34 931 83 88 33

Available Monday to Friday, 10:00 to 14:00. Useful if you prefer to discuss your case by voice or need an immediate answer during the indicated hours.

In store

Av/ Meridiana 88, 08018 Barcelona

If you live in Barcelona or are passing through, you can drop by the store for any enquiry in person, to pick up an order or to process an exchange or return. You'll find the full opening hours in the question What are the opening hours and address of the physical store?.

Response times

• Email and WhatsApp: we usually reply the same working day, normally within a few hours. During high-volume periods (campaigns, post-holidays) replies may take a little longer.
• Phone: immediate response within the indicated hours.
• In store: on the spot, during opening hours.

What information helps us solve it faster

If you contact us about a specific order or an issue, please have on hand:

• Your order number (5-digit format, for example 13644) or the email address used to place the purchase.
• A brief description of the reason for contacting us.
• Photos or screenshots, if your enquiry involves a product, an error or a visual incident.

With that information we can give you a concrete answer in our first message.