FAQs

Are you having an issue with our website? If so, these frequently asked questions may help you:

Online Account

What do I do if I've forgotten my password? If you have forgotten your password just click on the ‘Forgot Your Password?’ link on the ‘Account Login’ page and an automated email will be sent to your registered email address with a link to set up a new password. This password must be 6 or more characters, leading or trailing spaces will be ignored. For security and data protection reasons Moss Europe Ltd do not store your password and therefore will NEVER be able to email it to you or share it with a third party.

What do I do if I do not receive my ‘Password Reset’ email?
If you do not receive your ‘Password Reset’ email, check your email's ‘Spam’ folder. Alternatively check that the email address you entered in to the ‘Forgot Your Password’ link is the correct email address that you set your online account with.

How do I change my online account details?
At the top righthand of our ‘homepage’ click on the ‘Account’ link, enter in your registered email address and password then click ‘Login’. You will then be directed to your ‘Account Overview’ page, where underneath ‘Account Information’ you will see the ‘Change Password’ link. Here you will be able to change your details and resave them.

How do I log out of the site?
To be able to log out of our website you need to be logged in to your account first. Once logged in simply click ‘Log Out’, which is located on the top right corner of the page, and you will automatically be logged out of the site.

Search

How do I search for parts online?
There are various ways to search for parts online, the most direct option is to enter the part number directly into the top right hand search box at the top of the home page, this will result in the site displaying the exact part you want.

You can also select your car ‘Model’ from the top left hand search box then enter a ‘search term’ in the top right hand search box, this will display a less specific selection of parts for your model. The results will depend on how accurate or specific your search term is. If you enter a generic description ie: brake disc, you can then use the refining search (on the left hand side of the page) to filter the results - by price, brand, year etc. The site will display relevant products which will automatically be updated as you refine your search, until you find the part you are searching for.

Alternatively you can select the green ‘Shop by Model’ button from the header navigation bar on the homepage, this will give you specific options including marque, model & category. You can then use the refining search (on the left hand side of the page) to filter the results - by model, price, brand, year etc. The site will display relevant products which will automatically be updated as you refine your search, until you find the part you are searching for.

Ordering

Are your prices the same online as they are instore?
All our prices are the same on our website as they are across the UK branches. However local instore promotions may mean that some prices may differ.

I am a Rebuild customer, can I see my discounted prices on the website?
Yes, once you have logged into your Rebuild account, then once on a product page you will see the RRP crossed out and your discounted ‘Rebuild Customer’ price including VAT marked in red.

What does ‘Out of Stock’ mean?
We use a ‘Backorder’ system on our website, this means that if an item is displayed as ‘Out of Stock’ an orange ‘Backorder’ button will be made available. Select this option with the desired quantity and place your order as normal. As soon as the item becomes available then the item will be sent to the delivery address given at the time the order was processed. Full details of our ‘Backorder’ function can be found on our Ordering & Payment page.

Can I change, add or cancel my web order?
If you would like to change, add or cancel an order you have placed, please call us as soon as possible freephone on +44 0800 281 182, or +44 (0)20 8867 2020 or email us. We will do our best to meet your request, however, please note that once the order begins to progress through our system we may not be able to amend it.

Can I order online and chose to collect from a store?
This service is currently unavailable for online orders, however you can telephone a branch directly to place your order and will be contacted when your order is ready to be collected. A list of our branches can be found here.

What if I don't want to buy online, what other ways can I place an order?
An order can be placed in store or over the phone from any of our UK branches or from our French branch located in Paris. All branch locations and opening hours can be found here. Orders placed directly with a branch can be collected or sent to a delivery address.

Why are my wrong address details being populated when using Google Autofill?
If you have used Google Autofill to fill in the Address fields when placing an order, you may have spotted that some fields are being filled incorrectly. We recommend NOT using Google Autofill when placing an order.

Email Notifications

Why am I not receiving my automated emails from Moss Europe Ltd?
If you are not receiving automated emails from Moss Europe Ltd, then they may be caught up in your email's ‘Spam’ folder or ‘Spam’ filters, depending on your email settings. If this is the case, we suggest you ‘whitelist’ the domain http://www.moss-europe.co.uk ‘.

Why am I getting delivery delay notifications from a third party carrier service like FedEx?
Once your items have been collected by the selected carrier like TNT & FedEx you will receive a tracking confirmation email provided by the carrier to your registered email address at the end of the working day. On occasions your items may incur a delay due to the amount of orders the carriers are dealing with at specific times of the year. The carriers will keep you updated of any such delay.

Payment

Which payment options do Moss accept?
Payment for online orders can be made by any credit or debit card displaying the Visa or MasterCard logos, PayPal* & Moss Gift Vouchers. Payment for offline orders whether in store or over the phone can be made by any credit or debit card displaying the Visa or MasterCard logos, personal cheque**, bankers draft*, bank transfer* or postal orders**. *Note: The PayPal option WILL NOT be made available if a ‘Backorder’ item is in your basket. **Note: These payment methods may incur a charge. For full payment methods please see our Ordering & Payment page.

Why does my credit card fail to authorise?
If your credit or debit card fails to authorise it may be because you have entered the expiry date or CVV* code incorrectly, please check you are entering in the correct details. If you are sure you entered these details in correctly, but your card still fails to authorise after a second attempt, then please contact the card issuer whose number will be on the reverse of the card. *Note: A CVV code is the last 3 digits on the reverse of a credit or debit card.

Returns

What do I do if my part does not fit?
Once you have confirmed that it is the correct part for your model, it is worth checking to see if your vehicle has been modified from standard. We specify a product for the original specification of a ‘standard car’. If the product still does not fit please email [email protected] or call our Sales team freephone on +44 0800 281 182, or +44 (0)20 8867 2020.

How do I return products that I have purchased online?
To return a product please use the ‘Returns & Warranty Policies’ form which can be found on the reverse of the invoice, alternatively a printable ‘Returns & Warranty Policies’ form can be downloaded here. Alternatively please email [email protected] or call our Sales team freephone on +44 0800 281 182, or +44 (0)20 8867 2020 and they will help you to return your purchase. For full ‘Returns’ details please visit our Returns & Warranty page.

How do I return a faulty product?
All parts purchased from Moss Europe Ltd are fully warranted against defects in materials and workmanship for a period of 12 months from the date of purchase. You should contact the Moss branch from which you purchased the product immediately, for parts purchased online contact Moss London. For more details see our Returns & Warranty page.

Further Assistance

If you need further assistance please use our Contact Us form, alternatively email [email protected] or call our friendly Sales team freephone on +44 0800 281 182, or +44 (0)20 8867 2020.