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FAQ's
Are you having an issue with our website? If so, these frequently asked questions may help you:
How do I get set up on your new website?
We understand that with anything new, there are always changes, and some things may have moved or feel a little different.
- If it's your first time using our new website, please Create An Account to get started!
Do you still have an EU website?
Yes, our EU website for EU-based customers where orders will be processed in France is moss-europe.eu
I've forgotten my password
If you have forgotten your password just click on the ‘Forgot 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.
I haven't received 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 Password’ link is the correct email address that you set your online account with.
How do I update my online account details?
At the top righthand of our ‘homepage’ click on the ‘Login’ link, enter in your registered email address and password then click ‘Login’. You will then be directed to your ‘Account’ page, where you will be able to update your online account details.
Can I build a 'Wish List' on your website?
Yes you can, 'Wish Lists' are now simply called 'Lists'.
Please note: If you are considering placing a large order, we highly recommend that you create a 'List' and then add all of the required parts to this list. That way your list will be there whenever you want to edit it with more parts or remove unwanted parts. Once your list is finalised and you are ready to place an order you can transfer this list to the basket and checkout.
You need to be logged in to an account before you can build these lists. Once logged in, you will find a blue heart on every product page. When you click on the blue heart, a pop up will appear. To add this product to the default 'Wish List' simply click on the blue heart on the right hand side.
However, if you want to build a specific list you can first add in a name for your list and then click the blue box named 'Create List'. This will add your newly named list above. Now you have the option to add the product to either the default 'Wish List' or your created list, by clicking on the desired blue heart.
You can view your lists at any time by hovering over the 'person' icon at the top right hand side of the website and moving down to and clicking on 'My Lists'.
From there you have the option to duplicate the list, edit the lists by removing unwanted items, or adding all items to the basket.
Please note: If you are considering placing a large order, we highly recommend that you create a 'List' and then add all of the required parts to this list. That way your list will be there whenever you want to edit it with more parts or remove unwanted parts. Once your list is finalised and you are ready to place an order you can transfer this list to the basket and checkout.
You need to be logged in to an account before you can build these lists. Once logged in, you will find a blue heart on every product page. When you click on the blue heart, a pop up will appear. To add this product to the default 'Wish List' simply click on the blue heart on the right hand side.
However, if you want to build a specific list you can first add in a name for your list and then click the blue box named 'Create List'. This will add your newly named list above. Now you have the option to add the product to either the default 'Wish List' or your created list, by clicking on the desired blue heart.
You can view your lists at any time by hovering over the 'person' icon at the top right hand side of the website and moving down to and clicking on 'My Lists'.
From there you have the option to duplicate the list, edit the lists by removing unwanted items, or adding all items to the basket.
How do I log out of the website?
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 website.
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 search box at the top of the website, this will result in the site displaying the part(s) and associated part(s).
You can also enter a ‘search term’ into the 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 ‘SELECT YOUR VEHICLE' button from the header navigation bar, 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.
You can also enter a ‘search term’ into the 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 ‘SELECT YOUR VEHICLE' button from the header navigation bar, 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.
Are your prices the same online as they are in a Moss branch?
All our prices are the same on our UK website as they are across the UK branches. However local instore promotions may mean that some prices may differ.
I am a Loyalty Programme Rebuild customer, can I see my discounted prices on the website?
Yes, once you have logged into your 'Rebuild Programme' account, then you will see the RRP crossed out and your discounted price including VAT marked in red on any product page.
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’ a ‘Backorder’ button will be made available. Select this option with the desired quantity and place your order as per 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 contact us as soon as possible. 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 Moss branch?
Yes, add your desired products in to your shopping basket and go to the checkout. Once you select your delivery address you will be offered shipping options. Simply select which Moss branch you would like to collect your parts from. You will be contacted when your order is ready for collection.
What if I don't want to buy online, what other ways can I place an order?
An order can be placed in branch or over the phone from any of our UK branches or from our French branch located in Paris. Orders placed directly with a branch can be collected or sent to a delivery address. Moss branch information can be found here.
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.
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. We recommend you ‘whitelist’ the domain https://www.moss-europe.co.uk
Why am I getting delivery delay notifications from a third party carrier service?
Once your items have been collected by the selected carrier 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.
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.
How do I return a part or parts that I have purchased online?
To return a part(s) please use the ‘Returns & Warranty Policies’ form which can be downloaded and printed or found within the invoice. Alternatively please email Customer Services or freephone +44 (0)800 281 182 and they will help you to return your part(s). For full ‘Returns’ details please visit our Returns & Warranty page.
What if I have been sent 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 us immediately. For more information see our Returns & Warranty page.