Services & FAQs
Thank you for being a Moss Europe customer, we hope you enjoy your experience with us. We make every effort to provide you with quality parts, expertise and service in a relaxed, helpful and friendly manner.
If you have a specific question you may find the answer on one of our information pages:
Contact Us By Telephone
Our main office hours are Monday to Friday: 8.30am - 5.30pm (GMT), please choose one of the following options:
Main switchboard: +44 (0) 20 8867 2000
Retail Sales & Customer Services: +44 (0) 20 8867 2020
Trade & Wholeasale Sales: +44 (0) 20 8867 2040
Accounts: +44 (0) 20 8867 2304
Purchasing: +44 (0) 20 8867 2305
Contact Us By Email
If you can’t find the answer you are looking for, why not email us? Select the appropriate question from the drop down list, this will ensure your query goes to the most suitable person to help you. PLEASE be sure to include ALL relevant details in the comments box to help us answer your question correctly. Please include: Name, address, customer number (if applicable), make, model and year of your classic (if applicable), your order number (if applicable), the relative part number(s) (if applicable), your contact number and clear details of your enquiry. We will contact you to resolve your query as soon as possible.
Contact Us By Post
Write to: Customer Services, Moss Europe Ltd, Unit 16, Hampton Business Park, Bolney Way, Feltham TW13 6DB England
Make A Complaint
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.
However, if you feel the matter is not resolved to your satisfaction, please contact our Customer Services Department and we will direct your complaint to ensure it is dealt with quickly and efficiently to resolve the issue for you. Please include all relevant details of the issue in your email to firstname.lastname@example.org or write to Customer Services, Moss Europe Ltd. Unit 16, Hampton Business Park, Bolney Way, Feltham TW13 6DB England.
FAQs (Frequently Asked Questions)
Q. Can I use my existing email address and password to log in to my account on the new website?
A. Yes, if you are an existing Moss customer, then your email address and password will be transferred on to the new website, please log in to your account as normal.
Q. What do I do if I've forgotten my password?
A. 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 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.
Q. Why does my password not log me in to my online account?
A. If your original password (the password you set up on our ‘Old Website’) is less than 6 characters in length, then the security settings of our new website will not allow this password to be entered in. Don’t worry your account may still exist but you will need to include and exclamation mark (!) to make your password up to 6 characters. For example if your password was ‘MGB’ you will NOW need to enter in ‘MGB!!!’
Q. Why is my existing online account not working on the new Moss Europe website?
A. If you made a purchase through our website prior to 01st January 2013 then you will need create a ‘New Account’. Simply visit our website www.moss-europe.co.uk and click on ‘Login’ at the top right of the page and then click on ‘Register’ underneath ‘New Customers’ and follow the setup instructions.
Q. How do I change my online account details?
A. At the top righthand of our homepage click on ‘Account’, enter your email address and password then click ‘Login’, here you will be able to change your details and resave them.
Q. How do I log out of the site?
A. After you have logged in to your account 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.
Q. Why am I not receiving my automated emails from Moss Europe Ltd.?
If you are not receiving automated emails from Moss Europe, then they may be caught up in your ‘Junk’ folder or ‘Spam’ filters. Please check your ‘Junk’ email folder or your ‘Spam’ filters for our emails. Depending on your email settings, you may need to add Moss Europe Ltd. or the domain http://www.moss-europe.co.uk to your ‘Safe Senders’ list.
Q. How do I return a faulty product?
A. All parts purchased from Moss Europe are fully warranted against defects in materials and workmanship for a period of 12 months from the date of purchase. You should contact the branch from which you purchased the product immediately, for parts purchased online contact Moss London. For more details see our Returns & Warranty page.
Q. Which payment options do Moss accept?
A. Payment for online orders can be made by any credit or debit card with a Visa or Master card logo. PayPal, Moss gift vouchers, personal cheque*, bankers draft* or bank transfer*. *Note these payment methods may incur a charge. See our Ordering & Payment page.
Q. Why does my credit card fail to authorise?
A. 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.
Q. How do I return products that I have purchased online?
A. Contact Moss London t: +44 (0) 20 8867 2020 or email email@example.com and they will help you to return your purchase. You can find the information on our Returns & Warranty page.
Q. My part doesn’t fit?
A. 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 doesn’t fit please contact us to discuss your options.
Q. Out of Stock – What does that mean?
A. We use a back-order system if a part is out of stock when you place your order. If the item is expected to become available within 6 months (usually sooner), then it will be put on back-order, unless you instruct us otherwise. For more information on our back-order system see our Ordering & Payment page.
Q. How do I search for parts online?
A. There are various ways to search for parts online, the most direct option is to enter the part number directly into the right hand search box at the top of the home page, this will result in the site displaying the exact part you want.
Or you can select your car ‘Model’ from the left hand search box then ‘enter a search term’ in the right hand search box, this will display a less specific selection of parts for your model. The results will depend upon 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 site) to filter the results - by price, brand, year etc… the site will display relevant products which will be automatically updated as you refine your search, until you find the part you are searching for.
Alternatively you can ‘shop by model’ or component by selecting this from the header navigation bar on the home page, this will give you specific options including: marque, model, category... to choose from to refine your search to help you find the part you need. You can then use the refining search (on the left hand side of the site) to sort the results - by model, price, brand, year etc. The site will display relevant products which will be automatically updated as you refine your search, until you find the part you are searching for.
Q. I am a Rebuild customer, can I see my discounted prices on the website?
A. Yes, once you have signed up as a Rebuild customer, when you log on to our website, you will see the RRP crossed out and the discounted price you will pay in red.