Returns & Refunds
We hope that you are delighted with everything you buy from us, we also understand that there will be times you need to return items.
Refunds and Returns Policy.
If your order has been shipped, but you have not received your order, it is your responsibility to contact us within 10 days of receipt of the shipment confirmation so that we can raise a claim with our contracted courier company.
You must inspect the goods on delivery or collection. If you identify any postal damages or shortages, you must inform us in writing by telephone or email within 72 hours of the goods being delivered.
Can I amend or cancel my order?
You may return goods within 14 days of the item being signed as delivered, or the delivery being confirmed by the courier for a full refund – you will need to pay the cost of returning the items. Unfortunately, unless notification of dispatch exceeds 30 days, or you have purchased an item on pre-order which has now exceeded 30 days, cancellations or amendments cannot be made in the period between placing your order and receiving your parcel. This includes address changes and adding or removing lines.
Upon inspection we will, as appropriate, repair, exchange or refund the goods or part of them. Any orders placed between 1st December and 25th December benefit from our extended return policy and can be returned up until January 10th for a full refund/repair or replacement. All other terms apply.
We will be under no liability or further obligation in relation to the goods if:
- You fail to provide notice as set above, and/or
- You make any further use of such goods after giving notice under the clause above relating to damages and shortages and/or
- A defect arises because you did not follow our written instructions about the storage, commissioning, installation, use and maintenance of the goods; and/or
- A defect arises from normal wear and tear; and/or
- A defect arises from misuse or alterations of the goods, negligence or wilful damage or any other act by you.
Please Note. We are unable to offer refunds or exchanges for personalised items, unless faulty.
We do not offer a refund or returns policy on the purchase of E-Gift Vouchers.
How to return your order
It is your responsibility to ensure that all returns are packaged securely to prevent any damage in transit whilst being returned back to us and where possible in the original packaging. We will not accept any responsibility for any loss/damage or breakages in addition to your original fault during transit of the return. We ask that you raise this independently with the courier company and will assist with any photographic evidence as required. We always recommend that you send recorded delivery and inform us of the tracking number.
Memento Exclusives, The Lodge, Clarke's Lodge, Kislingbury Road, Bugbrooke NN7 3SB United Kingdom.
Refunds will be processed back to the original payment method within 14 days of the goods arriving, confirmation, or upon request received by email, telephone or in writing.
Complaints and Comments
If you have any complaints or comments about our website or any of the products supplied to you, please contact our customer service [INSERT EMAIL]
To allow us to discuss details of your order, we require some further security information from you. Please provide all the information below when contacting us via email:
- Postal/ZIP code
- Order Number
- Product Description
- Account email address
- Reason for contacting MotoGP™ Authentics
If you would like to place an order, have a product enquiry/update on an existing order or any other website related questions contact us. All emails received will be acknowledged within 2 working days. Our opening times are 9am - 5pm Monday - Friday (UK time)
Customs & Duty
Unless Otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.
We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due, our carrier will contact you to arrange payment.
Different Stock Availability - If you have selected items with different availability times then we will dispatch your order when all items are ready.
Dispatching of Orders - Although we try to process and dispatch your order on the day of order, this may not always be possible, for the following reasons:
- Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will be dispatched in the period specified on the website
- Payment Card Checks - Sometimes we may need to make additional checks on your payment card which could delay your order. This is to reduce the risk of fraud.
- Personalised items - items requiring personalisation for example with additional name, numbering and badges added may take an extra 3-5 days before they are ready to be dispatched.