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WEBSITE TECHNICAL CHALLENGES
Dear customer, we are experiencing a small technical issue with our URL addresses. The shop still works as well as ordering etc, but if your page displays in a different language or displays message "Page not found", we sincerely apologise! In this case, please use the language Menu or Search box to change language or find the required product. We are working with a team of specialists to resolve the issue as quickly as we can. Thank you for understanding!
TECHNISCHE HERAUSFORDERUNGEN DER WEBSITE
Sehr geehrter Besucher, wir haben ein kleines technisches Problem mit unseren URL-Adressen. Der Shop funktioniert immer noch genauso gut wie Bestellungen usw. Wenn Ihre Seite jedoch in einer anderen Sprache angezeigt wird oder die Meldung "Seite nicht gefunden" angezeigt wird, entschuldigen wir uns aufrichtig! In diesem Fall verwenden Sie bitte das Sprachmenü oder das Suchfeld, um die Sprache zu ändern oder das gewünschte Produkt zu finden. Wir arbeiten mit einem Team von Spezialisten zusammen, um das Problem so schnell wie möglich zu lösen. Vielen Dank für Ihr Verständnis!
TECHNICKÉ NEDOSTATKY NAŠÍ WEBOVÉ STRÁNKY
Dobrý den, náš web má momentálně menší technický problém jehož následkem jsou pomíchané adresy URL. Obchod jako takový funguje bez problému, pokud se Vám ale stránka zobrazila v jiném jazyce nebo Vám vyběhla hláška "Stránka nebyla nalezena", tak se omlouváme. Nastavení jazyka lze upravit v hlavním Menu. Požadovaný produkt nebo kategorii pak můžete nalézt pomocí vyhledávacího pole. Na vyřešení problému intenzivně pracujeme. Děkujeme za pochopení!
Jackie a Jason
How do I navigate your site?
There are several ways you can browse our site, you can look for a product by its use in the main category menu, you can go to Popular Model section to see what products we have for your model or you can type a keyword (ie. damper, exhaust, 360-14453-00) or model (ie. XS400, AS1 etc.) into the search box.
How will I know that the part fits my bike?
All our products are exact reproductions of Yamaha original parts. Some products Yamaha manufactured under several different serial numbers and where that is applicable, we have the alternatives mentioned in the item description. Compatible motorcycle models that we were able to find are listed in product description. Some products fit way too many models to practically list so please refer to your parts list for reference whether this particular part number fits your model.
Do your parts fit all mentioned compatible models?
To compile the list of compatible models, we have done an extensive research to locate as many models with that particular part serial number. However, we know that Yamaha slightly amended models for different markets or perhaps your model is using a component out of another model, so we encourage all our customers to always refer to their parts manual and read full description including dimensions of the product before ordering. If you need any further information, please feel free to Contact us.
I can’t find product I’m looking for, can you help?
We always try and help our customers to our best ability and part of it is introducing new products every week. We rely on our customers feedback to determine which products are missing on the market and thus worth reproducing. Though we might not be able to meet your immediate demand, we work closely with our manufacturer and might be able to reproduce the part in near future.
What is the minimum order value or amount of products I have to buy?
We have no minimum order values, however some products have minimum amounts. These are usually products that come in pairs or sets and are essential to be replaced together. Some product also come in kits only ie. cush drive rubbers and cannot be purchased as single items.
Are all items on your website in stock?
Yes, our stock levels are updated automatically, so our customers can always purchase only goods that we have in stock and ready to go. If an item is out of stock, it will be clearly marked on the product and you will not be able to purchase it. If by any chance the product is out of stock due to multiple orders being processed at the same time, we will notify you. You will then have an option to either wait until we have the item back in stock or receive a refund.
Are your parts genuine Yamaha?
All our products are aftermarket reproductions. They are made from high quality material and are exact replicas of Yamaha OEM parts. We concentrate on obsolete and rare parts which are no longer available from Yamaha itself. Our manufacturer have been producing these parts successfully since 1994 and has proven track record of quality and reliability.
What if I’m not happy with quality of your product?
We strongly encourage all our customers to Contact us or leave us a feedback should they not be happy with the quality of our product. We take quality control very seriously and work closely with our manufacturer to ensure all our products meet the highest standards and customer expectations.
Do I have to create an account?
Customer account is not required in order to purchase goods from our shop. You can also check out as a guest. However creating an account has its benefits in the long run.
What are the benefits of having an account?
By creating an account, you can significantly speed up buying from us in future as you can store all your addresses and preferred payment methods in the system. You can also create a wish list with products that you might want to purchase in future. We have also launched a loyalty programs for our regular customers, so that you can save money as you shop or we can reward you for leaving us product reviews etc.
I can’t remember my username, can you help?
Your username is the email address you used to register your account with.
I forgot my password, what can I do?
Please click on the Forgotten Password link, enter your email address and follow the instructions in the email we send you. The email will contain link that will allow you to create a new password for your account.
Do you send out any marketing emails?
No, we will not fill your inbox with spam messages or junk, neither will we pass your details to anyone else. We will however send you a confirmation email once you place an order, email confirming the package has been dispatched with estimated time for delivery and all the tracking details, and finally about a month later, we will send you email asking for a review or a feedback. If you have subscribed to a Newsletter, this will be send to you once a month.
How secure are my personal details?
Our website is fully secured with up to date security certificate. All your details are safely stored behind a firewall of our webhosting company. We do not keep any details (except copy of an invoice for accounting purposes) in paper form and we will not share your personal information with any third party.
Why do you need to know my bike model?
We are constantly improving customer experience on our website as well as adding products to our collection. Knowing what motorcycle model you have helps us see where shall we concentrate our efforts, what Specials to offer to you and which products should we introduce next.
How can I subscribe or unsubscribe Newsletter?
You can change your preferences at any time by logging into your account and amending your selection in the Newsletter section. Or you can Contact us and we will take you of the list manually.
Do you have a loyalty program?
Yes we do. Our Loyalty Program is designed for any customer, individuals as well as garages and bulk buyers. We have assigned a points value to every product on our website. If you register an account with us prior to check out, we will automatically assign you the relevant points for the products you have bought. You can use these point next time you buy from us.
Is there another way I can earn bonus points in Loyalty Program?
Yes, there is! We will reward you extra 100 points, if your review for every genuine product review on our website. It is very simple, log in to your account, click on the product you bought and the product page will open up, select "Write a Review", give us stars and Write a Review in the box provided (minimum 25 character). Press Continue when finished. Your review will come to us, we will check it (ensuring you commented on something you have purchased), then publish it and award you the bonus points. There is no limit on the amount of products you can review, if you bought 10 different products, you can leave 10 reviews, making in total 1000 Bonus Points which equals to €10.
I live in United Kingdom, but I can’t find UK on the list of countries when I want to register, why?
United Kingdom has been removed from our list of countries for a very good reason. Before we started trading, we had to sign an agreement with our manufacturer that we won't sell to customers in United Kingdom because an exclusive agreement for the British market was given to another company. However if you have a friend outside United Kingdom who is happy to accept your order, you can still process an order and have it sent to them.
What are the delivery costs?
The delivery costs varies depending on the weight and size of your order and the destination. All our regular orders are send using Royal Mail Tracked service and where possible Tracked & Signed. For Europe we also offer Standard Mail option, but only for orders under €15 value. These deliveries might take a little longer to reach destination and shouldn't be used if your local service is not reliable. We also offer optional courier service and for orders over €70 FREE delivery to EU, USA, Canada and Australia. We would like to reassure you that we are trying to keep the postage costs as low as possible and constantly looking for better deals.
How can I select a shipping option?
Once you enter your delivery details in the shopping cart, a selection box will pop up, giving you the option to select a delivery method. This selection is based on the weight of the content of your basket, the order value and the delivery location you entered.
When will my order be dispatched?
We are hoping to dispatch all orders within 24hours or the next working day. However there might be circumstances when a delay might happen that is outwit our control, but should that affect your order, you will be immediately notified.
Can I track my parcel?
All our deliveries are tracked and you will be emailed a tracking number and link as soon as your package is on its way. You can then monitor the progress of your delivery online or contact the delivery company in your country should you have any issues with the delivery locally. If your order doesn’t arrive within the specified time frame, please Contact us and we will do our best to resolve the issue.
I can’t find United Kingdom on your list of countries, do you deliver to UK?
No, sorry, we are not allowed to sell or deliver products within the United Kingdom. It was a condition we had to sign up to before we were allowed to list our products. There is another company on the UK market that has an exclusive agreement with our manufacturer. However if you have a friend outside United Kingdom who is happy to accept your order, we can ship it there for you.
Can I send my order to a different address to the one I live in ie. work, friend etc.?
Yes, you can. Majority of our orders will need a signature from someone at the destination to confirm the order has arrived. We would encourage you to send it to such address where someone will be available to sign for your package.
Who pays for the customs – import charge?
The postage costs include posting and packaging, it doesn’t include any customs charges or border tax fees. All the appropriate paperwork for the customs will be attached to the delivery, however if there is a fee to pay, you will be notified by the postal service and it is your responsibility as the receiver to pay for the appropriate fee. Currently there are no fees to pay within EU. We will notify our customers should that change after Brexit.
My country is not on the list, can you help?
My country is not on the list, can you help?
We have listed only those countries that we are certain Royal Mail will deliver to, however there are some other countries and territories where we can post to, but the time scale and conditions might differ. Please contact us for further information.
What payment methods do you accept?
At this moment we accept credit or debit card payments directly on our website (platform is provided and secured by Stripe.com) or payments via Paypal. We are also looking into introducing payments via Amazon Pay in near future.
Can I pay in my home currency?
We are currently offering 4 currency options. Euro is the default currency, however you can also pay in USD, AUD and Czech Koruna. All you have to do is to click on the currency symbol in the top menu and select your desired currency. If you are paying via Paypal, you will have additional options free of charge provided by Paypal itself.
Can I order over the phone?
I’m sorry, but we do not have the facilities to accept orders and payment over the phone. All our orders are processed online using secured systems.
I live outside EU, do I pay VAT and can I claim it back?
All our prices are final and same for everybody. There is no VAT to pay or claim back. We are a small company and for now, we are not legally required to charge or pay VAT.
Do you offer wholesale prices or volume discounts?
We understand that some of you have businesses or several motorcycle projects that might require large amounts of parts or bulk orders. We would like you to know that we support fellow entrepreneurs and value your customs. If you are planning an order exceeding €250, please Contact us before you confirm your order, we might be able to give you a discount.
CANCELLATIONS & RETURNS
I paid for my order, but want to add something to it, can I amend it?
All our orders are automatically processed by the ordering system and once paid, they cannot be amended.
I bought an item by mistake, can I exchange it or get a refund?
Yes, you have 14 days from receiving your order to return any unwanted products. If you decide you no longer want something out of your order, please fill in the Return form and send the unwanted item to our address (Sumo Rubber Ltd., 272 Bath Street, Glasgow, G2 4JR, United Kingdom). Please ensure the item is unused and undamaged and if possible in its original packaging. Once we have a proof of postage or the item back, we will refund you your money or exchange the product depending on your preference.
One of the items I ordered arrived damaged or it isn’t what I ordered, what do I do?
We are sorry that the order hasn’t arrived in the condition you were hoping for and we apologise for any mistakes on our part. If you notice something is not right with your order, please fill in the Return form and we will contact you as soon as possible. We can resolve the issue by either sending you a replacement item, give you a discount on future order or refund your money depending on the severity of the issue and your preference.
I need to cancel my order, what can I do?
If you need to cancel your order, please Contact us as soon as possible. If the order has not yet been dispatched, we will cancel the order immediately and refund you your money. However if the order is on its way, things get little complicated. We can’t stop a package once it has been shipped, so we will need to ask you to refuse the order upon receipt. That will send the package back to us without charging you return postage. Unfortunately, if you accept the package, you will need to pay for the return delivery yourself. Once the order comes back to us or if we get a proof of return postage from you, we can refund your money.
I have a question that is not listed here, what is the best way to contact you?
Thank you for your enquiry! We prefer our customer to get in touch in writing rather than by phone. You can either use the Contact us form or email us direct on email@example.com . You can also message us on Facebook or Twitter. Please note, that even though we have a phone number listed on our website, we would prefer our customers to use the alternative options as we are not always able to answer. Having your enquiry in writing will also give us the opportunity to answer in more detail and where technical information is required, we can do some research to help you get the information you are looking for. We are determined to reply to all emails and messages as best as we can.