Frequently asked questions

• How do I create my customer account?

• I can't access my account

You have opened an account with a specific e-mail address. This e-mail address recognizes you and must be used to access your account. If you can't find your e-mail address, please contact us by e-mail at Contact form, specifying your last name, first name and address so that we can find you.

• I've forgotten my password

Enter your e-mail address to access your account and click on "Forgot password"; you will automatically receive an e-mail to change your password.

• I want to change my password

Go to your customer area (My account), in the "Profile" section, and click on "change my password".

• What is my customer account for?

From your customer account, you can view your order history, track the delivery of your current order, check your tracking, print your invoices, track your returns, manage your personal information and update your newsletter subscription. You can also access your credit notes, coupons and manage your sponsors. Having an Ixtem Moto customer account is nothing but advantages!

• Can I order without a customer account?

Yes, you can. Instead of creating an account, you can choose "Order without creating an account". Please note that guest orders do not allow for tracking and easy returns. The good news is that if you change your mind, you can still create an account at the end of your order, after payment.

You haven't found the item you're looking for or you need help?

I can't find the item I'm looking for, or I need help choosing an item -> send us an e-mail with as many details as possible:

• rider equipment and helmets: size, color, brand, finish
• spare parts and accessories: make, model, year of your motorcycle. Don't hesitate to send us photos.

How do I know if products are available?

The product is in stock in our warehouse (after selection of options such as size, color, finish), and can be shipped within 24 hours if you choose Chronopost or within 48h/72h if you choose Colissimo.

IXTEM MOTO announces a delivery time for each product. If, for any reason, the delivery of your order is delayed, we will inform you promptly and offer you the possibility of modifying or cancelling your order.

The product is in stock with our supplier and we are going to order it. This delay corresponds to the time necessary to order and receive the product.

For each product, IXTEM MOTO announces a shipping time. If, for any reason, the delivery of your order is delayed, we will inform you promptly and offer you the possibility of modifying or cancelling your order.

The product is out of stock with our supplier, who will order it. The delay between your order and this date allows the supplier to stock up and ship the product.

IXTEM MOTO informs you of the shipping time for each product. If, for any reason, the delivery of your order is delayed, we will inform you promptly and offer you the possibility of modifying or cancelling your order.

You wish to modify your order

I've already ordered, I'd like to modify my order -> if your order has not yet been dispatched, send us an e-mail specifying your request: add or replace an item (size, color, finish, etc.), delete an item, etc.

I've already ordered, I'd like to cancel my order -> if your order has not yet been dispatched , send us an e-mail specifying your request. As soon as your order has been cancelled, we will refund you (using the same method of payment you used: credit card, PayPal, Oney, bank transfer, cheque) within 7 to 10 days.

If your order has been dispatched, we will no longer be able to modify it. You must either accept it and ask us to return any items that do not suit you, or refuse it. Refunds or exchanges will only be made on receipt of the returned or refused goods.

I have a coupon code but I can't use it

Each promo code has its own specificities: validity date, minimum purchase, cumulative with other promotions/coupons or not, one-time use or not, application to a selection of products...

Check the scope of your coupon, and if after checking you can't use it, contact us at send us an e-mail specifying :

• The code used
• Details of your basket

The methods of payment accepted for online orders on our website https://ixtem-moto.com are :

• Visa and Mastercard
• Paypal
• Bank transfer
• Oney 3x payment
• Ixtem Moto gift voucher
• Ixtem Moto credit

In case of payment by bank transfer, delivery time will be extended. Your order will be processed as soon as we receive your payment.

ATTENTION => Some of these payment methods may not be available depending on the country of purchase or delivery of your order.

We currently do not accept the following methods of payment:

• Bank cheque for any amount
• American Express and all other cards not specified above
• Gift vouchers from other brands: Kadeos, Cadhoc, Tir groupé...

Click on the link below for details of our payment methods.

Ixtem Moto offers 3 delivery methods. You can choose :

• Delivery to our Pierrelaye (95) store if you live in Paris
• Delivery to a Chrono Relais or so colissimo relay point
• Colissimo or express home delivery with Chronopost

You'll find all our delivery options and prices by clicking on the link below.

First, log in to your Ixtem Moto account. If you are already logged in to your account, you can consult your Order History and obtain your tracking number to follow your parcel. This number has also been emailed to you, along with your invoice, preparation and shipment confirmation emails.

At the same time, you will receive messages from the carriers. It's important to fill in your cell phone number so that you can receive real-time tracking from the carriers, who will notify you of the delivery date and the availability of a parcel relay.

On receipt of the parcel, you must check its condition in the presence of the delivery person. If you notice that your parcel is damaged or has been opened, you must refuse the parcel or make clear and precise reservations on the carrier's delivery note. Then, within 24 hours at the latest, please send us an e-mail to alert us to any problems you may have, so that we can take charge of settling the dispute with the carrier.

If the parcel seems too light, don't hesitate to open it in front of the carrier.

Proceed in the same way with a parcel collected from a relay point.

I wish to exchange or cancel all or part of my order

At Ixtem moto, whatever the reason, you can change your mind! For us, it's essential that you're completely satisfied with the products we deliver.

You can return your parcel within 30 calendar days of receipt (90 days if you have subscribed to the "Ixtem+" pack), and request either :

• an exchange,
• a credit note for a future order
• or a full refund

The return costs are free when the saleprice of the returned product (or the total of the returned products) is greater than or equal to 89€ discount coupon deducted. The free return is valid only once per item.

We'll then send you an e-mail with a returns slip to put inside your parcel and a pre-paid label to stick on the parcel if the free return is eligible (valid in metropolitan France only). For other countries, you are responsible for the return and re-shipping costs.)

To make your return request, simply go to"My account":

Then click on"My orders" and on"View details" for the order you wish to return.

Then click on"Return / cancellation request". All you have to do is tick the product you wish to return and specify the reason.

Returned products must comply with our return conditions, and can only be returned once a return authorization has been obtained.

If we receive your return after the 30-day deadline, we reserve the right to refuse your return. If it is accepted, only an exchange or credit note will be possible.

Returns and parcel delivery

You can return your parcel to your nearest post office or to the most convenient Pick Up point. The list of Pick Up relays is available HERE.

Processing time

Please allow an average of 8 to 10 working days (from the date your parcel is deposited) for us to receive your parcel and process your request.

Refunds are made within 10 days of receipt of your return. Returned products must comply with our return conditions.

The item received is faulty, incomplete or does not conform to the site description: describe the fault as precisely as possible, including the following information:

• photos of the product
• photo of packaging with label
• make, model and year of your motorcycle

Contact us via our contact form, choosing the subject:"After-sales service".

After-sales service turnaround time depends largely on the speed with which the supplier processes your request. Some brands are more responsive than others.

It's also worth noting that some brands wish to manage their after-sales service directly. We'll let you know when we talk to you for the first time.

As part of our checks to combat fraud and identity theft, we may ask you for proof of identity and proof of address. These documents enable us to verify that you are the owner of the credit card you are using.

Return conditions remain the same during sales. You can exchange or request a refund for a product on sale for 30 calendar days following receipt (90 days if you have subscribed to the "Ixtem+" pack). Exchanges are possible on products that are not on sale. Exchanges are possible on discounted products while stocks last. If you would like a size that is not available on sale, you will be asked to pay the difference.