Frequently Asked Questions (FAQs)
Our aim is to resolve your query as quickly and efficiently as possible. With this in mind, we've put together a few of our most commonly asked questions. If you can't find the answer to your question and you require further assistance, you can find our contact details below.
You can use the key below to skip to the corresponding section:
- Returns & Refunds
- eBay enquiries
- Click & Collect
- Price Match Policy
- Promo codes & Gift Vouchers
- My Account & Technical Support
- Club Infinity
- Klarna & 0% Finance
How much is delivery within the UK?
We offer FREE delivery on all orders to mainland UK addresses when you spend over £25 online. Any orders to a mainland UK address under £25 will incur a £4 delivery charge. Click & Collect orders are also FREE of charge.
How long will my order take to be delivered within the UK?
We dispatch all orders for next-working-day delivery via Parcelforce, though the expected delivery date will vary based on the availability of the item(s) and the date of dispatch. The following indicators are shown on each product which has exemptions or longer delivery dates:
- In Stock - Next working day delivery available when ordered before 3pm.
If you place your order before 3pm (Mon-Fri), we will aim to dispatch your order for the next working day; e.g. an order placed on Monday will aim for delivery on Tuesday, but an order on Friday will aim for delivery on Monday.
- In Stock/Limited Stock - Usually delivered within 2-3 working days.
This indicates the item is available at our supplier via our direct stock feed. The expected delivery will take slightly longer as your item(s) will need to be delivered to our warehouse first, before dispatching your order for next-working-day delivery.
- Available - Usually dispatched within 3-5 working days.
This indicates the item is available at our suppliers without a direct stock feed. The expected delivery will be a little longer as your item(s) will need to be delivered to our warehouse first, before dispatch your order for next-working-day delivery.
- Special Order - Expected delivered within 2-3 weeks.
This indicates the item may or may not be available at our suppliers, and we will need to place a special order with them. We recommend contacting our customer service team via 0800 130 3377 or emailing [email protected] before placing your order to avoid disappointment.
The expected delivery date will be longer as we will first need to contact our supplier directly as to your item's availability, then have the item(s) delivered to our warehouse, before dispatching your order for next-working-day delivery.
- Pre-Order - Call for availability.
This indicates the item is not currently available and will be expected in-stock in the near future. We recommend contacting our customer service team via 0800 130 3377 or emailing [email protected] before placing your order to avoid disappointment.
If you place a pre-order with us, we will place a backorder of your item(s) with our supplier and deliver your order when it becomes available.
For more information on Pre-Orders see below.
Can I track my order?
Yes, once your order has been dispatched, you will receive a notification from the courier via SMS or email advising you of the tracking information as well as a reference number to check the progress of your parcel.
My delivery is missing an item, what should I do?
We use multiple stock locations to send our orders so you may receive more than one parcel if your item(s) is in stock in separate locations. If you have any doubts about your order, please don’t hesitate to contact our customer services team on 0800 130 3377 or email [email protected].
What happens if my parcel goes missing?
If you do not receive your order after an extended period of time, or if the tracking information indicates that your order was delivered but it wasn't, please contact our customer services team on 0800 130 3377 or email [email protected], and we will work with our courier service to resolve the issue as soon as possible.
What will happen if I am not in when the delivery arrives?
For your security, all of our deliveries are ‘no to neighbour’. In most cases, parcels will be returned to the depot, and then 2 more delivery attempts will be made. Sometimes parcels may be left at a local Post Office, but the driver should leave a card to advise you of this.
Can I change the delivery address of my order?
We will endeavour to help, but this will depend on the status of your order. We can only amend an address to the billing address (if this is different to the delivery address you chose when you placed the order), and an address cannot be changed once the order has been dispatched.
Can I cancel or change my order after I've placed it?
We will do our best to assist you if you need to alter your order before it is dispatched. However, if your order is expected for the next working day delivery, we will not be able to change your order before it is sent out.
When will my Pre-Order be dispatched, and when will the payment be taken?
Your pre-order item(s) will be dispatched when the product becomes available and in-stock at our supplier.
We take payment for pre-order item(s) at the time of transaction. This is because we need to place a backorder of the item with our supplier.
The expected delivery date will vary depending on the expected availability of the item(s) at our supplier. Due to the impact of Brexit and Covid-19, expected delivery dates may be longer so please bear this in mind when placing a pre-order.
What countries do you deliver to?
We deliver to a wide range of European and International countries, though shipping costs will vary. Please refer to our Delivery & Returns policy for more information, or give us a call on 0800 130 3377 to speak to our customer service team.
Do I have to pay import tax for international shipping?
Due to the impact of Brexit and the transition period ending on 31st December 2020, the EU now treats exports from Great Britain as it does exports from non-EU countries. As a consequence, this means any orders that Infinity Motorcycles ships to EU countries will now incur additional customs charges.
These VAT/Customs duty fees will differ per country and item, and unfortunately, we cannot inform you ahead of time the exact amount of the charge. We apologise for this inconvenience; we are working hard with our courier services to fully understand the current situation and will update this page once we learn more information.
How long do I have to return my order?
We offer FREE returns up to 90 days after the initial date of purchase. As long as the garments/items are unworn/unused and in the original packaging, we will accept your returning items.
How do I create a return?
Online: You can create an online return on our website by going to your order under My Details, and clicking "Order History". This will create you a free returns label and a returns form for you to send your package back to us. Please follow the instructions on the page to dispatch your parcel.
You can also call us on 0800 130 3377 and we can initiate a return for you. We will email you a free returns label and returns form for you to send your package back to us. Please print out these documents and fill out the returns form with the relevant information, pack this document into your parcel, secure the parcel to ensure its contents are not damaged or lost during dispatch, and affix the label on top of the package. You can then take your parcel to any local post-office (Parcelforce labels only) or UPS access point (UPS labels).
From dropping your parcel off at a post-office/UPS access point, a refund will take approximately 7 to 14 working days to process into your bank.
In-store: For in-store returns, please visit the store you originally purchased from or head to your nearest Infinity Motorcycles store. For more information, please contact the store here: https://www.infinitymotorcycles.com/find-a-store
I've not received my refund yet, how long does it take?
Refunds will generally take around 7-14 working days from you dropping off your package at a UPS access point/Post Office for Parcelforce. This is not a process we can speed up, as this span of time takes into account: the courier receiving and dispatching the parcel to our warehouse, our team initiating the refund during working hours, and your bank processing the funds into your account.
Can I return a crash helmet?
Yes, as long as the helmet has not been worn out on the bike and is in new condition, you may return a helmet within our 90 day returns policy.
When you receive your helmet, we recommend that you try the helmet on inside your home, leaving the visor sticker. This will soon indicate any pressure points that cause discomfort and if the size is suitable for everyday use, and you can then exchange your helmet for another size, or return your item for a refund. For more information, check out our Helmet Fitting video guide here.
For your confidence and safety, we will not accept refunds or exchanges for any helmet if the item(s) has been worn on a motorcycle or if the visor sticker has been removed.
We do not accept returns of helmets purchased in store. This does not affect your right to cancel.
How long is the warranty on my item?
Product warranties differ depending on item and brand and will vary in length and inclusions. For example, Rukka offers up to 6 years manufacturer warranty for their garments, while Oxford Products offer 1 or 2 years depending on the garment and item.
How do I make a warranty claim?
We will then provide you with instructions for initiating a return under warranty, which will include providing images of your product, a brief description of the fault, and a copy of your receipt, proof of purchase or order number.
Please do not send your item to us before contacting us or following the necessary steps in advance.
In-store: Please bring your item(s) back to the store where you purchased the goods from, and one of our staff members will be able to handle your warranty claim. If you cannot travel to the original store, you can visit any Infinity Motorcycles store and our staff can handle your claim locally.
The item(s) I received arrived damaged/is faulty under 30 days...
If a product clearly shows a visible fault within 30 days of your order, and you have proof of this, we can arrange to dispatch a replacement for you asap. If the fault is not visible i.e. electronics fault or water ingress, we may need to send the product to our suppliers for testing to prove the fault, before a replacement can be provided.
After 30 days, whether a visible fault or not, we need to send the product to our suppliers to verify the fault of your claim. This may result in the item being repaired or replaced based on assessment, but similar to above, this will be investigated on a case by case basis.
Will I receive a loan garment while my product is returned for a warranty claim?
Most brands and manufacturers do not offer a loan service, and we are unable to supply a loan garment whilst a warranty claim is in process.
If you own a Rukka jacket, Rukka offer a loan service for their garments, where we can provide a temporary replacement jacket or trouser whilst your garment is away being verified/repaired. For more information on this, please contact our customer service team via 0800 130 3377 or emailing [email protected].
I lost my receipt... Can you send me a copy for a warranty claim?
Our systems retain customer and sales history dating back to 2015. If you need to obtain a receipt for a purchase you made with us in-store or online, we can provide you with a copy of this. If you email [email protected], our support team will be able to help you.
All eBay purchases have the same great benefits as orders placed on the website.
Do I receive Club Infinity points through your eBay store?
Unfortunately, you cannot redeem or earn points from purchases made on the Infinity Motorcycles store on eBay.
How do I get a refund for my eBay purchase?
How do I place a Click & Collect order online?
When you shop with us online, instead of adding a product to the basket, click the 'Click & Collect' button. This will open a pop-up box to select an Infinity Motorcycles store for collection. Product availability will differ from store to store, but if your store is listed, your product will be available for you to collect from the store after a specified amount of time.
The collection will be available either the same day, tomorrow, within 2 to 3 working days, or when the product becomes available if on Pre-Order.
Can I place a Click & Collect order with you over the phone?
Yes, we are now able to take your order over the phone to be collected from one of our 15 UK stores. Just call us on 0800 130 3377 and our customer service team can assist you.
Where can I collect my order from?
When you place a Click & Collect order online, you can choose between 15 collection points located at each of our Infinity Motorcycles stores based in the UK.
COVID-19 Update: Please note store opening times and availability is subject to change depending on local Covid-19 restrictions, and not all stores may be available for Click & Collect at the time of reading. Please refer to our Find-A-Store page for up to date store information.
Can I change my Click & Collect order once placed?
Unfortunately, no. Once you have placed a Click & Collect order with us, you will not be able to amend the contents of your order.
However, if you wish to change an item on your order, we recommend going into the store when your order is ready, collecting your order, and requesting for an exchange with our staff members, or you can cancel your Click & Collect order by calling our customer services team and replacing your order.
What do I need to bring with me to collect my order in-store?
When you receive a notification that your order is ready to collect, you will need to present your driver's license/passport or equivalent photo ID, as well as your order confirmation email or order number.
How long do I have to collect my order?
If you do not collect your order after an extended period of time when the "Order is ready to collect" notification email is sent to you, the store will contact you via phone or email to remind you of your order. If you wish to cancel your order, the store can action this and you will receive a refund within 5 working days.
How do I cancel my Click & Collect order?
I found a product cheaper elsewhere... Do you price match?
Yes, we do! We will price-match any product against any other retailer, online or in-store, including discount codes.
For more information and the terms and conditions of our Price Match Policy, click here.
Can I price match a previous purchase?
We will accept price matches up to 7 days after your purchase. If you see the same item cheaper elsewhere or on our website after your purchase, within 7 days of buying from us, we will refund you the difference or offer you an Infinity Motorcycles voucher for the difference.
Can I price match non-UK websites?
Our Price Match policy only applies to UK based retailers and websites and does not apply to non-UK based websites, auction sites, market stalls, private sales, liquidation sales or any typographical errors.
How do I redeem a promo code online?
You can apply a promo code on the My Basket page of our website, by entering a valid code into the 'Promotional code' textbox and clicking 'Apply'.
If the promo code is valid, the order total will show the discount.
If the promo code is invalid, the message "Sorry, the promotional code does not exist" will be displayed, or "Some products in your basket do not qualify for this promotion" will be displayed.
My promo code is showing as expired?
Unfortunately, you will not be able to apply the promotional code past its expiry date.
My Gift Voucher has expired, can I be issued another?
I ordered an E-Gift Voucher but haven't received it yet...
We currently process and dispatch our gift vouchers manually, and will only be able to send vouchers during office working hours (Mon-Fri, 10am-5pm). This means that if you order an E-Gift Voucher over the weekend, you will not receive this until the next working day, Monday.
We apologise for this inconvenience, though we are in the process of improving the automation of our E-Gift Vouchers. This page will be updated when the situation changes.
I have forgotten my password or registered email, what do I do?
You can reset your password by clicking 'Forgotten my password' during login. This will send you an email with a link to change your password.
Do I need an account to shop with Infinity Motorcycles?
Creating an account with Infinity Motorcycles will offer many benefits, however, you can also Checkout as Guest if you do not wish to log in.
How can I redeem my Club Infinity points?
Clubcard points can only be redeemed in multiples of 1000 on the last Thursday of every month. Points cannot be issued earlier. For example, if you have 600 points on your card, these points will stay on your account until you earn a further 400 points.
When you earn over 1000 points, your points will automatically be converted into a £10 voucher to be redeemed on our website or in-store.
When will I receive my Club Infinity vouchers?
We dispatch Club Infinity vouchers on the last Thursday of every month via email, so if you have made a purchase worth more than £250, and are signed up to our reward scheme, you will receive a minimum £10 voucher.
I have more than one Clubcard... Can I combine them into one account?
Yes, if you email our Club Infinity team at [email protected], one of our team will be able to combine your points totals under one account.
My Gift Voucher has expired, can you issue me a replacement?
Yes, if you email our Club Infinity team at [email protected], one of our team will be able to look into your account and issue you a new voucher, if the expired voucher was unused.
How do I see my Club Infinity points online?
We do not currently have the ability to display your Club Infinity points balance online. However, if you email our Club Infinity team at [email protected], one of our team will be able to tell you your points balance.
Your points balance is also displayed at the bottom of your in-store receipt, or our staff can tell you your points balance in-store.
I haven't received my Club Infinity voucher...
We dispatch Club Infinity vouchers on the last Thursday of each month via email, however, if you are expecting a voucher and do not receive one on this date, please contact our Club Infinity team at [email protected] and we will look into it for you.
There may be a few reasons why you wouldn't receive a voucher: your voucher may have gone into your email's junk/spam folder, the email address on your account might be different, your email might have been incorrect at the time of creation, or there might have been an error in your points balance - in any case, email us at [email protected] and we can assist you.
I have an old-style voucher, can I be issued a replacement?
Yes, if you email our Club Infinity team at [email protected], one of our team will be able to verify if the voucher is redeemable, and will issue you another.
How can I use a Club Infinity voucher online?
You can redeem your Club Infinity Voucher/Gift Card on the My Basket page of our website. Enter the 16-digit barcode into the first box 'Barcode', and the 6-digit security code in the second box 'Security code', and click Redeem.
I have a Club Infinity account but cannot log in online?
If you have a Club Infinity account that does not mean you have an Online website account - these are two specific accounts. We recommend you create an account using the same email address as the one you gave on your Club Infinity account, that way when you place an order online the points from the purchase will be added to your Club Infinity account.
I've placed an order previously but only just signed up for Club Infinity - do I still get the points?
Yes, any previous purchases as long as they have been made under the same email address will be counted. But if not, simply contact our Club Infinity team on [email protected] with the details of the previous order and we can manually add the purchase and the points to your account.
I think I have some vouchers but cannot find them!
We send out our Club Infinity vouchers on the last Thursday of the month, every month. The voucher email can end up in your spam folder so we ask that you check there - otherwise if you contact our Club Infinity Team we will be happy to help track down any unused vouchers and resend them.
What do I need for my Klarna finance application?
To apply for Klarna finance, you will need to be able to provide the following:
- Your phone number
- Email Address
- Current billing address
- A valid debit/credit card
In addition to this, you will need to provide 3 years worth of address history, be able to demonstrate an income, and provide a form of photo ID such as a driving license or passport.
What 0% finance services do you offer?
We offer Klarna Pay Later in 3, Klarna Pay in 30 Days, fixed-term Klarna finance over 6, 12, and 24 months.
What's the difference between the Klarna options you offer?
- Pay later in 3 instalments: Spread the cost of your purchase into 3 interest-free instalments. The first payment is made at the time of purchase, and the remaining instalments are automatically scheduled every 30 days thereafter,
- Pay later in 30 days: Make your payment today so you can try before you buy. Only pay for the items you keep and pay up to 30 days later with no interest, no fees, and no impact on your credit score.
How does Pay Later in 3 Interest-Free instalments work?
With Klarna's Pay in 3 finance, this option gives you the flexibility to pay for your order in 3 interest-free instalments over a 60 day period.
During the checkout process, choose the Klarna Pay in 3 option at checkout, and your order will be split into 3 payments. The first payment is made at the point of purchase, and the remaining two instalments are scheduled automatically every 30 days.
How does Pay Later in 30 days work?
Shop now, and pay after delivery with Klarna's Pay Later in 30 days.
During the checkout process, choose the Klarna Pay Later in 30 days option. There is no need for card details to complete the order, as there is no upfront payment - an agreed payment period is started when the order is shipped, and you will have up to 30 days to pay the sum of your order online or in the Klarna app. You can pay safely and securely by connecting your bank account, debit or credit card.
Can I apply for finance over the phone?
Yes, if you call us on 0800 130 3377, our customer service team would be more than happy to take you through the application process.
What is Snap finance?
Snap Finance is a sub-prime lender, that offers payment options for all types of customers in-store. They're able to approve a much wider range of customers, which gives you the option to spread the cost when you shop in-store. For more information, please call 0800 130 3377.
What do I need for my finance application with Snap finance?
For information on applying for Snap finance, please call 0800 130 3377.
Need to Contact Us?
If the above information has not answered your question and you require further assistance, or if you have a query about an order you have placed, you can contact us via:
Phone: Call us on 0800 130 3377.