Your order delivery times are very important to us!
How do you ship and when can I get my stuff?
Local Delivery We ship via Standard registered mail, with tracking. All Orders will be processed within 3 working days. Delivers 3-5 working days from dispatch.
Can I track my order? Yes you can!
A notification email will be sent to you upon dispatch. Your order’s tracking ID (e.g LB1234567) can be found in the order confirmation email. It may take up to 1 business day from dispatch for the order status to be refreshed.
Any charges for Redelivery? Delivery attempts will be made up to three times, upon which parcels will be returned to Motorwerks Asia. A re-delivery charge equivalent to the original shipping cost will be applicable for all bounced parcels to be delivered again.
Are there any restricted areas within Singapore that you don’t deliver to? We do not deliver to army camps, hotels, and most of the islands in Singapore (only because we aren't allowed to!). We are also unable to delivery to P.O boxes, as deliveries will require a signature upon delivery.
International Delivery We ship internationally to most major cities via Speedpost registered mail or *Express Courier. All Orders will be dispatched within 3 working days. Depending on shipping option selected, orders will be delivered within 7 to 30 days from dispatch.
We have a tiered and weighted shipping for greater savings for all customers!
Shipping rates
from
*Malaysia
$5
*Brunei, Indonesia & Philippines
$10
Rest of Asia* (Selected countries)
$39
Japan, Australia & New Zealand
$50
Europe & US (Selected countries)
$60
If your country is not listed here, please contact us with your delivery address. We will assist you directly with shipping cost and order confirmation.
*Please contact us for Express Courier shipping options.
**Good News! Revised Cheaper shipping rates for the following countries: Brunei, Indonesia, Malaysia, Philippines!
Customs and duties Shipping charges excludes customs and import duties (duty delivered unpaid). Motorwerks does not have control or purview over customs and import duties in your destination country. In most countries, any customs or import duties are only charged to you once the parcel reaches its destination.
In order to avoid unplanned cost, it will be good to check with your local customs office before placing an order. Depending on the destination country, customs clearance may cause delays in final delivery. We do not deliver to P.O boxes as deliveries will require a signature upon receipt.
I haven’t received my parcel. Who can I contact? If you have trouble retrieving information about your delivery or unsure about anything regarding your order, please contact us with your order number and we will be happy to help!
What currency is this? All items are listed in Singapore Dollars only. Yes, its cheaper then US Dollars!
Can I amend or cancel my order after it has been placed? We try our best to pack your orders as soon as we get them to ensure its processed and delivered promptly. This means we are unable to amend or cancel any orders after confirmation.
For more information on how to return your order, refer to the 'Returns' section for more details.
I received a wrong item. What should I do? We're so sorry for mixing up your order!
Please contact us immediately with the following information:
Your order number The name/ product code of item you have ordered The name/ product code of item you have received A photograph of the picking list
We will be in touch on the next steps to take and advise on the availability of replacement. If a replacement is no longer available, an online gift voucher will be provided instead. Items returned must be unused, unwashed, unaltered and with its original product tags intact.
An item is missing from my parcel! What should I do? Fret not! Do a quick check through your email inbox to see if our team has already reached out to you separately.
If you have not received any notice from us, please email us immediately with the following information:
Your order number The name/ product code of the missing item A photograph of the picking list We will run a check for you
GIFT VOUCHERS/ CREDIT VOUCHERS
How do I use my online credit vouchers? In your shopping cart, enter the online credit voucher code in 'Gift Card' field and click ‘Apply’. The total payable amount will be updated once the online credit voucher has been successfully applied. Credit vouchers are not applicable for purchase of Gift Vouchers.
Can an online order be returned if an online credit voucher has been used? Yes! Orders made with online credit vouchers are valid for returns. However, this excludes orders made with promotional/ discounts codes (unless stated otherwise), sale items, other selected items and return items.
To check if your item(s) are eligible for a return, please contact us with the product name(s) and receipt number(s).
What are the terms of use for my credit voucher? Online credit vouchers are single use, non-extendable, non-refundable and non-transferable. They are valid for 1 year from the date of issue.
What do I do if there’s an error with my online credit voucher? Please check if: – The voucher has expired and/or – The voucher has been used in an order and/or – You are logged in to the account which the voucher was issued to.
If you're still having trouble, email a screenshot of the error message to motorwerks@av-group.co and we will sortit out for you.
RETURNS
Can I Return My Purchase? Yes, you can!
For Online Purchases Singapore: Returns must reach us within 7 calendar days from delivery date. International: Returns must reach us within 21 calendar days from delivery date.
*All items must be unused, unwashed, unaltered and with its original product tags, stickers, packaging intact.
*Purchases of the following items are final and cannot be returned or exchanged. Sale or discounted items, headgear, intimates, consumables, hair products accessories, bags and footwear Please note that all exchanges are final, i.e. exchanged items cannot be further returned or exchanged.
To clarify if your item(s) are eligible for a return or exchange, please contact us with the product name(s) and proof or purchase receipt(s).
How do I return an item? Mail it back to us!
Contact us for a Returns Form. Pack your item(s) and a completed Returns Form together in a parcel. Send your parcel using a traceable** mode of delivery to the address in the Returns Form. Motorwerks Asia will not be responsible for any returns or delivery costs.
*Please ensure that your return item fulfils our Returns Policy before returning. If in doubt, contact us!
**We strongly encourage that your return is sent to us via a traceable mode as we will not be responsible for any lost mail sent through non-traceable mailing options.
How long does it take for my return parcel to be processed? Your return will be processed within 14 working days from the date we receive your item. (Excluding weekends and public holidays). We'll drop you an email update once your return has been processed!
How will I receive my refund? An online gift voucher equivalent to the purchase price of the item(s) returned will be issued in your account. Delivery fees, if any, will not be refunded. The online gift voucher will have a one year validity.
Any Return fees? No Return Fees will be charged for returns! All you have to do is cover the postage to send the item back to us and we'll take care of everything else!
Can I Exchange My Item? Yes, you can!
For Online Purchases You may exchange your online purchase for another size or color. We regret that we do not accept exchanges to other designs. If your desired size or colours is no longer available, your exchange will be processed as an online gift voucher equivalent to the purchase price of the item(s). The online gift voucher will have a one year validity.
How do I Exchange an item? Mail it back to us!
Contact us for an Exchange Form, Pack your item(s) and a completed Forms together in a parcel. Send your parcel using a traceable** mode of delivery to the address in the Exchange Form. Motorwerks Asia will not be responsible for any delivery costs. Your returns will be processed within 14 working days from the date we receive your item.
Any Exchange fees? No Return Fees will be charged for returns! All you have to do is cover the postage to send the item back to us and we'll take care of everything else!
DEFECTS
Does my item have a defect? Please note Manufacturer's Warranty for Helmets and Riding Gear does not cover wear and tear, wind-noise, damage due to drop, misuse, abuse, accidents or fit for use. To clarify manufacturing defects, please contact us with the product name(s) and proof or purchase receipt(s).
I received a defective item. What do I do? We're extremely sorry for sending you a defective item! If an item arrives visibly damaged, please contact us immediately within 3 calendar days of receiving your order with the following information:
Your order number The name/ product code of the defected item Photograph of the defect
We will be in touch on the next steps to take and advise on the availability of replacement. If a replacement is no longer available, an online gift voucher for the will be provided instead. Items returned must be unused, unwashed, unaltered and with its original product tags intact.
Damaged Upon Arrival If an item arrives visibly damaged, please contact us immediately. Claims are handled through the shipping carrier, but Motorwerks Asia will assist customers with these claims to the best of our ability.
