Policy Information




Introduction & How to Order


Thank you for choosing Moss Europe. We are uniquely placed to supply the full range of quality parts and accessories from any one of our 4 Retail & Trade Branches. If you have the opportunity, we invite you to visit one of our branches.

Prices on this site are current and are displayed inclusive of UK VAT at 20% (where applicable). Please note EU countries (scroll down for Countries effected) may be charged at their local VAT rate, countries outside the EU will not be charged VAT. All prices are per unit (unless otherwise stated) and do not include postage & packaging. Moss Europe reserve the right to alter specifications, quantities, prices and/or applicable discounts without prior notice. E&O.E.

Ordering by Phone


Our phone numbers are listed with our 4 Retail & Trade Branches. If you have ordered from us before, please have your Moss customer number ready. Give us the make, model, year, and commission number or VIN of the vehicle for which you are ordering. Include mention of any modifications which may affect your order (i.e. MGB engine in an MGA). If you have a Moss catalog, have the part number, description and quantity required for each item ready when you call. Having your Credit/Debit card number ready also speeds the order taking process.

Ordering by E-Mail or Fax


When ordering by e-mail or fax, it is important to include complete name and address information plus a delivery address if different from your home address. If you have ordered from us before, include your Moss customer number. If you are a new customer, be certain to include your home Post Code.
Give us the make, model, year, and commission number or VIN of the vehicle for which you are ordering. Include mention of any modifications which may affect your order (i.e. MGB engine in an MGA). Wherever possible, give us the Moss part number, description and quantity required for each item ordered. Include a phone number and/or e-mail address at which you may be contacted during the day. If you do not wish to provide credit card information by e-mail, include a phone number at which you may be reached during the day.

Ordering Online


Add items to basket by clicking the "ADD" button. When you are finished adding to your basket, click "PROCEED TO CHECKOUT". If you are a registered customer with an existing account, enter your e-mail address and password to proceed. If you are a new customer, you must first create a new account by registering. Items in bold type are required fields. Follow the instructions to complete you payment information and click "SUBMIT ORDER". Once your order has been submitted your confirmation E-Mail will be sent to you. Please direct all web order enquiries to sales@moss-europe.co.uk or call + 44 208 867 2020. Please note: your credit or debit card will only be charged on despatch of your order.

Overseas Ordering


Overseas orders are often subject to local import duties, taxes and Customs clearance, which will need to be paid for at the point of entry. These charges are NOT included in the price of the goods or delivery prices. All relevant Customs forms and documentation needed to ensure the order arrives with the minimum of delay will be included with your shipment. If you have any special requirements, please contact us to discuss them.
If a delivery charge quotation is required prior to placing an order, please contact: sales@moss-europe.co.uk or call +44 208 867 2020 and they will be pleased to supply a full quotation to you.

Parts Back-Order System


A back-order system is used when a part is not in stock at the time of ordering. If the item is expected to become available within a reasonable timeframe, then it will be put on back-order, unless the customer instructs us otherwise. When we have the parts in stock, the back-order will be processed automatically and the item will be dispatched to the customer. Your credit or debit card will not be charged untill the order is dispatched. If the particular part becomes No Longer Available (NLA) or is likely to be unavailable for some time, then the customer will be advised and asked if the order is to be cancelled.

Please note: We will keep a retail back-order for 6 months only. If the item does not become available within those 6 months the back-order will be cancelled.

If we are unable to supply items from your order, the shipping you pay on the order will be reduced to reflect the actual invoice value. Back orders will then follow when available and shipping will then be charged at the following rate - £4.00 for the first £50.00 worth of back orders and then £2.00 per extra £50.00 worth of back orders. You can specify yes or no to back orders when placing your order.

Shipping on back orders for customers outside of the EU will be charged at our standard rate.

Please make sure you specify YES or NO to back orders as desired.

Shipping & Dispatch Methods


Please note: Our orders require a signature upon delivery, due to this we cannot deliver orders to PO Box addresses. If you place an order to be delivered to a PO Box address we will contact you to obtain an alternative address for delivery before we dispatch your items.

Online Orders delivery charges are based on order value and the destination. The charges below will apply in most cases.

Orders up to £25.00
Orders with values of up to £25.00 will be sent by First Class Post, please note that these deliveries are not trackable or insured. If you would prefer an insured delivery please state this in the ‘notes’ section of your order, insured deliveries start from £9.05 and increase depending on order value.

Orders over £25.00
All orders with values over £25.01 will be sent by UPS®, FedEx or TNT and are trackable* and fully insured during delivery. Deliveries to UK are sent by UPS for next day delivery. Upon dispatch of your parts Moss will send you a confirmation e-mail, from which you can track the progress of the UPS delivery right to your door. (*Please note this function is only available on UPS deliveries).

Exceptional items
If you have ordered items that are particularly heavy (such as engines or gearboxes) or bulky (such as windscreens, wings, full exhaust systems, body shells), there may be an additional shipping charge. In these cases, we will contact you prior to shipment.
Follow the link for more information on windscreen shipping charges.

Delivery Charges for mainland UK:

Order Value ex/ VAT Shipping ex/Vat
Up to £25.00 £2.99
£25.01 to £50.00 £8.99
£50.01 to £100.00 £9.99
£100.01 to £200.00 £12.99
£200.01 to £300.00 £18.99
£300.01 to £400.00 £22.99
£400.01 to £500.00 £26.99
£500.01 to £600.00 £29.99
£600.01 and Over

FREE OF CHARGE


Free delivery to the UK for orders over £600 cannot be used in conjunction with other offers. When an offer is in effect, delivery to the UK for orders over £600 will be charged at £29.99.


For Near Europe (BE, DE, DK, FR, IE, LU, NL) and non-mainland UK:
Order Value ex/ VAT Shipping ex/Vat
Up to £50.00 £12.20
£50.01 to £100.00 £13.40
£100.01 to £200.00 £16.20
£200.01 to £300.00 £24.05
£300.01 to £400.00 £29.50
£400.01 to £500.00 £34.65
£500.01 to £600.00 £38.20
£600.01 and Over £42.75


For delivery to Far Europe (AT, BG, CZ, EE, ES, FI, GR, HU, IT, LV, LT, PL (Excluding Madeira), PT, RO, SK, SL, SE):
Order Value (£) Shipping Ex/Vat (£)
Up to £50.00 £17.95
£50.01 to £100.00 £18.70
£100.01 to £200.00 £19.55
£200.01 to £300.00 £28.95
£300.01 to £400.00 £37.05
£400.01 to £500.00 £45.15
£500.01 to £600.00 £53.25
£600.01 to £1,000.00 £63.65
£1,000.01 and Over £98.30

Please note: Deliveries to all other country codes and island destinations such as Madeira, The Canary Islands & The Azores, may incur additional charges including air charges. If a quotation is required prior to placing your order, please contact sales@moss-europe.co.uk or call +44 208 867 2020.
If you prefer, you may arrange your own shipping and dispatch.

Catalogue Shipping Charges

Catalogue P&P per item: Mainland UK & any address with UK postal code: Free of charge.
EU countries: £5.83 (plus applicable VAT).
ROW/Other: £7.00.

Mainland UK All countries with a UK postal code Free of charge £0.00
EU countries Countries within the EU £5.83 + applicable VAT
ROW Rest of the world & all other locations £7.00

Branch Collection

If you would like to pick up a purchase from one of our 4 retail branches please follow these steps.

  1. Click the following link Email us here for Branch Collection and add the details requested in the email body - Press send.
  2. A member of our sales team will contact you shortly after to let you know that your email has been received. They will then contact you again when your order is ready to collect. You will then be able to collect your order any time during store open hours from the store stated in your email.
  3. On collecting your order you may be asked to confirm your address.

Shipping of Hazardous Goods.


Moss Europe Ltd conforms to international shipping regulations regarding packaging and transportation of Hazardous Goods by road and sea freight. Due to these international shipping regulations and licencing rules all goods deemed as Hazardous are currently available for shipping to the UK and Europe only. If a part number displays the ‘Hazardous Goods’ banner, the product is Hazardous and we will only be able to ship it to you if you are in the UK or Europe. If you place a web order containing Hazardous goods and your shipping address is not in the UK or Europe, we will not be able to ship this item to you and it will be removed from your order along with the appropriate price from your order total.


Quotations & Payment Methods


Online payments can be made by any credit, or debit card with a Visa or Master card logo.
          
Payment for other orders may be made by personal cheque (to the card guarantee limit), Certified Bank Draft, credit or debit card including: Mastercard, Maestro, Visa and Moss vouchers. If you intend to make payment by Cheque, Bankers Draft or bank transfer confirm parts availability and carriage charges first. These payment types will incur a £15.00 bank charge fee.

PayPal Payment Options

We can accept payments using PayPal for email and phone orders only.
Please email your order to: sales@moss-europe.co.uk or for phone orders please call: +44 208 867 2020

Value Added Tax


Value Added Tax (VAT) at the current UK rate of 20% will be levied on all orders being dispatched to Countries within the UK.

Due to VAT legislation we are required to charge VAT at a country’s standard rate once we have met the overall business threshold in that area. This amount will be added at the checkout.

Orders shipped to all EU countries will be charged UK VAT @ 20%, except for Azores (16%), Belgium (21%), Czech Republic (21%), Denmark (25%), Finland (24%), France (20%), Germany (19%), Irish Republic (23%), Italy (22%), Madeira (22%), Netherlands (21%), Portugal (23%), Spain (21%) and Sweden (25%).

VAT is not charged on goods dispatched to countries outside of the EU. However, such orders are often subject to local import duty, taxes and Customs clearance, which MUST be paid by you at the port of entry. These charges are not included in the cost of the goods or delivery prices.

Exchange Units


We are able to offer a full rebuild service on numerous major components in our product range. We offer this service as an alternative to direct replacement parts, or when a brand new item is no longer available. However, the continuity of this exchange scheme needs the understanding and co-operation of our customers in relation to several important points:
It is important to remember that "rebuilt" does not mean "brand new". Rebuilding a unit involves stripping, cleaning, inspecting and re-assembling the unit. During this process, parts showing signs of wear will either be completely replaced or suitably renovated. However, it is not always feasible for major sub-components to be replaced with brand new ones, for example, an exchange engine will not have a new block.
Due to the nature of certain product lines, some items can only be offered on a "one for one" exchange basis. This effectively means that you must offer us a viable unit before we can release a fully rebuilt item from our stock. In some instances we can only carry out reconditioning of your own unit. Our staff will inform you if this is the case. All exchange units are subject to a surcharge. This surcharge serves two purposes; firstly, it acts as an incentive for you to return your old unit, and secondly it provides us with financial cover if your returned unit proves unsuitable for exchange purposes.
Whether or not your returned unit is suitable for exchange purposes cannot be ascertained until it is made available to us for inspection. As a general rule, suitable for exchange basically excludes any items that are beyond reasonable repair (e.g. crankcases ventilated with a connecting rod) or units irrevocably damaged. We are also unable to accept units unless they are returned in whole, complete form (i.e. differential units which are returned partly stripped with no bearings and all the shims missing are not generally accepted), nor do we accept a "box of bits". Surcharges will only be refunded once our core department has passed the item as serviceable. We have predetermined prices for our exchange units based on our experience, what it will cost to repair a gearbox, axle or engine. Occasionally, however, the damage to the unit is so great that we will contact you before beginning work on your unit to advise you of any additional cost that may be incurred during the rebuild of the unit. We can return the unit (at your cost) if this proves unacceptable.


What you should know about surcharges and core units

The below chart is to help you determine if your core unit is ‘serviceable’ before sending it in. This will allow you to predict any costs or charges which may apply to your order. Please note: If you are unsure whether your core unit is suitable for this please feel free to contact our sales team on 020 8867 2020, they will be able to help you with any questions. Alternatively you can visit one of our four retail branches with the core unit and we will be able to give you a verdict then and there, or you can email a picture of your unit to
sales@moss-europe.co.uk. Please state in the subject line that you are planning to use it as a core item for surcharge refund.

MG Dashboards:
Damage/situation Cost/result
Extra switch holes up to 7cm in circumference. £5.00 per hole will be deducted from the amount you will be refunded back on your surcharge price.
Dash has an extra hole for a gauge E.G ammeter We cannot use this dashboard and will be unable to refund you ANY of the surcharge price.
MGB Dashboard missing the glove box lid £10.00 will be deducted from your surcharge refund amount.
Badly bent out of shape dashboard We cannot use this dashboard and will be unable to refund you ANY of the surcharge price.
Dash has vinyl or leather covering glued to it £15.00 will be deducted from your surcharge refund amount.
Dash has a combination of the above faults which when added together total more than the full surcharge value We cannot use this dashboard and will be unable to refund you ANY of the surcharge price.

Shock Asorbers:
Damage/situation Cost/result
Mounting holes are elongated or broken off We cannot use this unit and will be unable to refund you ANY of the surcharge price.

Rotating Electrics:
Damage/situation Cost/result
Part of the casing is cracked or broken We cannot use this unit and will be unable to refund you ANY of the surcharge price.
Plastic cover on the back of alternator is broken or missing We cannot use this unit and will be unable to refund you ANY of the surcharge price.

Propshaft:
Damage/situation Cost/result
Flanges and yokes are missing or damaged We cannot use this unit and will be unable to refund you ANY of the surcharge price.
Body is badly dented We cannot use this and will be unable to refund you ANY of the surcharge price.

Camshaft:
Damage/situation Cost/result
Lobes are pitted or excessively worn. We cannot use this unit and will be unable to refund you ANY of the surcharge price.

Fitting of Parts & Accessories to non standard cars


When buying parts & accessories for your car please be aware that we specify a product for original specification, standard cars. If your car has been modified or altered from standard specification, or you are unsure, please contact us for advice as it could affect the fitting of the parts or accessories. Where possible we will notify of fitment issues in our catalogue.

Warranty


All parts are fully warranted against defects in materials and workmanship for a period of twelve (12) months from the date of purchase. In most cases, warranty will not cover labour, failure of a related component, failure resulting from incorrect installation or misuse, nor would liability exceed the cost of the original component. During the warranty period, please contact us immediately at the point of purchase if any problems occur. We will then advise you, before replacing the failed component, as to the best course of action. WITH ALL CLAIMS, A COPY OF THE PURCHASE INVOICE MUST BE PRODUCED.

Returns


Non-Warranty Returns - All uninstalled parts, in their original packaging may be returned within 90 days for any reason. A copy of the original invoice or the picking label (which is generally attached to the original packaging) must accompany the return. Return freight is paid by the customer. If the return is due to our error, the return freight will be reimbursed.
Parts returned outside of this policy or in non-resalable condition may not be accepted or may be assessed a 15% handling fee.
Re-imbursement is made via the original payment method. Exceptions include bank transfers where a handling charge will apply before release of credit.
Complete the return form included in each order, pack the items securely and use the shipping return label supplied.
Warranty - All parts are warranted against defects in materials and workmanship for a period of 12 months from the date of purchase. The warranty does not cover labour charges, failure of a related component, failure resulting from incorrect installation or misuse, nor will the warranty in any event be greater than the cost of the original component.
Warranty Returns – Parts that fail in use may be returned for 12 months from the date of purchase. Returns must be accompanied by the original invoice – no warranty claims will be paid without a copy of the original invoice. Return freight will be reimbursed. Electrical parts returned for warranty will be tested and if found functional, no return credit will be given and the part will be returned.
Re-imbursement is made by the original payment method.
Complete the return form included in each order, pack the items securely and use the shipping return label supplied.
Core Returns – Exchange items are subject to a surcharge that is refunded when a rebuildable unit (core) is returned. Cores must be returned within 90 days of purchase. When you receive the rebuilt unit, attached to it will be a Core Return Authorization Tag. This tag must be removed from the rebuilt unit and attached to the returned core in order to receive credit.
Cores must be returned in the original box or carton supplied with the rebuilt unit. Cores must be shipped clean and empty of fluids. Cores must be complete, assembled and rebuildable to receive credit or refund. You must pay all shipping charges for the return of the core and these charges are not refundable.
Any Moss parts incorrectly supplied may be returned to any Moss branch for exchanging with the correct part. If you find you have bought parts which you do not require, you can return them to the branch you bought them from within 3 months of purchase for a full credit to be used for the purchase of alternative Moss parts. If a refund of the purchase price is required, then a handling charge of 15% of the value of the goods may be levied. All returned goods must be in a condition suitable for re-sale and in their original undamaged packaging.

Customer Service


We value your custom and wish to ensure that you receive the very best service. Every effort will be made to provide you with Quality Parts and Expertise in a relaxed, helpful and friendly manner. Should you consider the service you receive from us to be unsatisfactory, or you have any problems with the part(s) purchased, please advise a member of the sales team at the originating branch. If the matter is not resolved to your satisfaction, please contact our Customer Services Department at:
Customer Services, Moss Europe Ltd.
Hampton Farm Industrial Estate
Hanworth, Middlesex TW13 6DB England.

Or at: customerservices@moss-europe.co.uk
We will do our very best to resolve the issue and keep you as a loyal and happy Moss customer.