How much is delivery & how long does it take?
Our post & packing charges for delivery to addresses within the UK are as follows, all prices are per order (not per item):
Orders up to 950g in weight.....£1.99 (Royal mail 2nd class recorded within the UK)
All orders over 950g in weight.....£3.99
Most items we hold in stock are sent the same day (if ordered before 12pm) & are sent out by next working day delivery. But, please allow up to 5 working days for delivery.
Please CLICK HERE for more information about our delivery times & prices.

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Can I get an item delivered next day?
Most of the items we hold in stock are sent by next working day delivery.
Please note: Certain areas are excluded-Northern Ireland, Scottish outer regions & Isles (Isle of Wight, Arran, Skye etc).
CLICK HERE to see excluded zones

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If I'm not in when an item is delivered, can the item be left in a garage/shed/bin?
Unfortunately, no, we require a signature for all the orders we send out. You can, however, have the item left with a neighbour or delivered to a work address if you think you may be out when the item is delivered.
Normally, the delivering couriers or postman will try & leave the parcel with a neighbour if your not in when they try to deliver. If this isn't possible, they will leave a 'we tried to deliver your parcel.............' card which will have instructions about picking your parcel up from them or arranging for re-delivery.

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Are your packing charges per order or per item?
All our post & packing prices are worked out per order, not per item. Our prices are based on weight, so if your order weighs under 950g (generally small items like gloves etc), we charge £1.99 post & packing, for orders over 950g (no matter how many items), we charge £3.99 post & packing.

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I want to buy a very small battery, do I still have to pay £3.99 for delivery?
Unfortunately, yes. Even the smallest battery we sell, once it's boxed up with the acid & packaging weighs just under 2kg, so the full post & packing rate applies for all batteries.

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Do you send orders to addresses outside the UK?
We can send some smaller, lighter (under 1.5kg) items to Europe, please Contact Us for a quote.

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Do you charge more to deliver to Northern Ireland & the UK Isles?
Unfortunately, for orders weighing over 1.2kg in weight, yes, we do charge more for delivery to the UK Isles, Scottish Outer Areas & Northern Ireland (basically, we have to as it costs us ALOT more to have items delivered to these areas!).
There will also be some items (e.g. 20 & 25 litre oil drums) that we cannot send to these areas.
If you are not happy about us charging extra for delivery to Northern Ireland, the UK Isles (Wight, Arram, Man etc) & Scottish Outer Areas, you could always move a bit closer to us?
More information about areas that cost more for delivery of heavier (over 1.2kg) orders can be found HERE.

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I live on the Isle of Wight is the delivery price the same?
For orders up to 1.2kg in weight being sent to the Isle of Wight, delivery is charged at the same rate as the rest of the UK.

We do get asked this question by people from the Isle of Wight. But, although the Royal Mail charge the same price to deliver to the Isle of Wight as the rest of the UK, no courier company does so delivery of orders over 2kg to the Isle of Wight will, unfortunately, cost more.

Because of the size, weight & number of parcels we send out, delivery by Royal Mail isn't a viable option for us (or any company?).

Please bear in mind, orders we send out over 1.2kg to Mainland UK, Wales and lower parts of Scotland are sent by tracked & insured courier services (for which we charge £3.99).

The equivalent Royal Mail service would be Special Delivery, which would be over £21 for orders of 2kg & over...................

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Why don't you offer free delivery on your products?
Because there is NO SUCH THING as 'Free Delivery'!!
There is no courier company or post office that ships stuff for free.......

Most of the orders we take are for multiple items (e.g. oil & oil filter or battery & battery charger). If we offered free delivery on all the items we sold this would cost our customers more.

Basically, with free postage you would be paying postage on each individual item you purchased (instead of one set price, no matter how much you ordered!).

Free Postage is available on selected items we sell (generally items we have enough margin to offer free delivery with without putting the price up).

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Ordering, payment & checkout questions.....

What payment methods do you accept?
Items purchased through our website:

We accept most major credit & debit cards (Visa, Mastercard, Maestro, Switch, Electron, Solo & Delta). We also accept PayPal payments and postal orders.

Items purchased from our shop premises:
We accept payment by cash only.

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I tried to pay by credit/debit card and it asked me for a password (3D Secure)?
The payment processors we use (Sagepay) are fully 3D Secure enabled, hence if you card is 3D Secure, Verified by Visa or Mastercard Securecode enabled you will either be asked to register a password or asked for a password you have already set up on the card when paying for your order.

3D Secure (also known as Verified by Visa, VbV, Mastercard Secure Code & MSC) is an online version of the 'Chip and Pin' that is used in high street shops.

More information about 3D Secure can be found HERE.

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Can I pay by cheque?
Unfortunately, due to an increase in cheque processing cost's by our bank (and the fact that they are now only open between 12:30 and 12:31 each day!), we no longer accept cheque's.
For those people out there who are still stuck in the 1980's & don't want to use their card details online, we do accept Royal Mail Postal Orders made payable to 'White Dog Motorcycle Accessories'.

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Do I have to have a customer account to checkout and buy stuff?
No, you don't have to create or log into a customer account to checkout.
If you don't want to open a customer account, just fill in the checkout fields as normal and ignore the 'log in to customer account' links.
Customer accounts can be used to store your delivery details if you think you may be shopping with us regularly.

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Can I order over the phone?
Yes, customers can place orders for most items we sell over the phone on 01986 875429.

Although we prefer customers to order online as this is a much safer method of ordering & paying for items.

Please note regarding phone orders:

Orders placed over the phone can only be sent to the registered card address.

Unfortunately, we don't take orders over the phone for items below £10 (including postage).

Items in the clearance section of our website can only be ordered online.

Please note- At certain times of the day, we may be unable to take your order over the phone, in which case we will either take your phone number & call you back or ask you to call back a bit later. This usually only occurs when either we are very busy of if we are all pi**ed down the pub!

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Is there a minimum amount I have to spend on this website?
There is no minimum amount you have to spend to shop & checkout on our website.
Unfortunately, we are unable to take orders under £10 (including postage) over the phone.

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How secure is this website for making credit/debit card payments online?
Online transactions for www.whitedogbikes.com are processed by either SagePay (formerly PROTX) or PayPal.
SagePay is our recommended method for all credit & debit card payments. SagePay use bank-approved software & the highest level of encryption to ensure that your credit or debit card details are kept secure at all times.
The SagePay certificate may be viewed by clicking on the padlock at the bottom of the payment pages.
To help prevent card fraud, SagePay use AVS (address checks), CV2 (secure pin checks), random telephone number checks & numerous other methods to verify that the person making the payment is authorised to use the card. If you have any doubts about the security of our SagePay online payment facility, all information relating to SagePay can be found on their website www.sagepay.com.
Well, we didn't want to, but due to constant streams of people calling & nagging us about wanting to pay by PayPal, we also accept payments by Paypal through our site.

But please note...........
We can only send orders to the registered Paypal address.

If you would like your order sent to a separate address (e.g. a work address), log into your Paypal account, select the 'Profile' tab near the top of the page, then select 'Add or edit address' from the drop down bar to add a different delivery address before placing your order.

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Warranties, returns & exchange questions.....

I've purchased an item but I want to exchange it for a different size, what do I do?
We allow for 1 free exchange of size on clothing & helmets per order (subject to stock levels & availability), return the item(s) to our address on your invoice/delivery note with a copy of your invoice/delivery note. Write clearly on your note what you would like us to do & we will send out a replacement as soon as we receive the item(s) back to our premises.
(CLICK HERE to download a printable address label for returning your item(s)

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I've purchased an item but I don't like/want it, what do I do?
Return the item(s) to our address on your invoice/delivery note with a copy of your invoice/delivery note. Write clearly on your note what you would like us to do but please note, if you email us to cancel your order within 30 days of receipt & return the item within 14 days of emailing us, we will refund your original payment in full (subject to certain conditions), after this period, refunds are subject to a 10% restocking charge & we cannot refund carriage charges. We have this system in place because, although we don't mind people sending items back for refund, it costs more than we charge to process & send an order out to a customer & these are costs we cannot recoup back from banks & delivery companies.
Please CLICK HERE for more information about White Dog Motorcycle Accessories returns policy.
(CLICK HERE to download a printable address label for returning your item(s)

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I've purchased an item but it's arrived damaged/not what I ordered/wrong colour/has 3 arms!, what do I do?
We do our very best to ensure that the item you order, is the item you receive & is in 'new' condition, but, things do sometimes go wrong (very, very rarely!). If you discover a fault with your order, phone our enquiry line on 01986 875429 (open between 10am till 10pm Monday to Saturday) as soon as possible to report the fault, then return the item back to White Dog at the address on your delivery note/invoice, when we receive the item back we will send out a replacement & refund up to £7.50 towards your return postage costs.
Please CLICK HERE for more information about White Dog Motorcycle Accessories returns policy.
(CLICK HERE to download a printable address label for returning your item(s)

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I have an item that's failed within the warranty period, what do I do?
Right, were going to be brutally honest here, we really dislike warranty claims, their a pain in the backside for us & always end up costing us money.
But, because were very nice people, we will always honor manufacturers warranties. All we ask is that you return the item to us with a copy of your original delivery note or invoice. Please remember before you send items back, warranties only cover product defects or failure & most items are sent back to manufacturers for testing before a replacement is issued.
Please note-Due to people purchasing items elsewhere and sending them back to us under warranty (!!??), we can only process an item under warranty if it is accompanied with the a copy of the delivery note or invoice.
Please CLICK HERE for more information about White Dog Motorcycle Accessories returns policy.
(CLICK HERE to download a printable address label for returning your item(s)

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My battery has failed under warranty because I only use the bike once a year, never bothered to follow the charging instructions, run a small 3rd world country off it, can I return it?
The phrase 'snowballs chance in hell' springs to mind!

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I've bought a helmet & only worn it a couple of times, can I send it back for an exchange of size?
Unfortunately, no. Items must return in a re-saleable or 'as new' condition, in the original packaging & still have any labels &/or handbooks attached.
This especially applies to items such as crash helmets as once the've been worn, we cannot re sell them.

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What is the best way of returning items to White Dog Motorcycle Accessories?
For most people, the easiest & cheapest method for returning items is by Royal Mail.
CLICK HERE for a brief guide to returning items by Royal Mail

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I'm sending an item back to White Dog, should I make sure I send it by recorded delivery?
We advise all our customers to return items by some form of recorded & insured delivery method as White Dog Motorcycle Accessories are not liable for any items that get 'lost in return transit' or don't arrive back at our unit.

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I've sent an item back to White Dog, but it seems to have been lost in transit?
Bet you wish you'd paid the extra for insurance now, eh?

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Can't White Dog get my item picked up?
Unfortunately, no. It costs us about £17+VAT to have an item picked up by our courier company so we do insist that customers return the items to us.

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Cooling off period, privacy policy & other legal stuff questions.....

Do I have a cooling off or cancellation period incase I change my mind?
Yes, under the current distance selling regulations, we offer a 30 day cancellation, return or cooling off period (from the day the item is delivered).
All we ask is that if your order has already been sent to you, you return the item(s) to us in their original packaging & condition (so unused & with the any original stickers or tags).
If you want to cancel an order you placed with us, you must tell us by Email or in writing (see our Location Page for our address) within 30 days of the order being delivered & the item(s) must be returned to us by the customer & at the customers own expense within 14 days of cancellation.
After these timescale's, normal refund policies will apply.

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Will you pass on my email address or phone number to anyone?
Your privacy is very important to us, the only companies who we pass details onto are companies that are necessary for us to be able to process your order or enquiry.
We realise that most companies have a 'privacy statement', but there are 2 main reasons why we strictly enforce our Privacy Policy.
1) We are bound by the current Data Protection Act & Privacy and electronic Communications Regulations, if we were caught violating these laws, shady looking men in trench coats from obscure government departments would pay us a visit & insert things into holes in our bodies we never knew existed!
2) Spam emails for some dodgy looking viagra substitute & phone calls from people selling 'luxury holiday villas in Kuwait' are annoying, to put it very mildly & the traffic of unregulated spam emails is creating a real problem on the internet that is affecting companies & consumers alike. White Dog do not encourage or assist in the traffic of spam emails.

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Showroom, warehouse & phone related questions......

Do you have a shop & when is it open?
Our premises are located in Halesworth, Suffolk (about 35 min's from Ipswich). Our full address & area map can be found on the location page of our website
Being a mainly mail order business, we don't have any set opening times & we don't have a 'conventional' type showroom with all the products out on display.
Our approx opening times can be found HERE, on the Location page of our website.
If your planning to visit us, please either CLICK HERE to contact us or phone us on 01986 875429 to check our opening times.
We are unable to process credit/debit cards & only accept payment by cash in our premises.

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If I visit you can I try the items on or view your range?
We do have a small office area for customers who would like to try on helmets or clothing &/or view our range of motorcycle products (info about our location & opening times can be found HERE).
Please remember, we are primarily a mail order company, so please Contact Us first if your planning to visit us as there are certain times when we prefer customers to visit us (generally quieter times of the day & week). Also, although all the products we sell are available on our website, we don't keep them out on display in our shop & warehouse, so if your planning to visit us, please have a look at our website first & make a note of items you would like to see or try on.

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Someone at White Dog said they would phone me back & they didn't?
Sorry about that, but that's what we blokes call pillow talk baby!
All customer enquiries are important to us & we do try & return all phone calls & phone back when we say we will. There are 4 main reasons we might not have called back:
1) The main reason is your phone was either busy or unavailable.
2)We do sometimes forget to return phone calls, we receive a very large amount of enquiries at White Dog & while most are answered, a few do get 'lost in the pile of things to do'. Please don't take offence & remember the phone does work 2 ways!
3) You may have asked a really silly question & we said we would call you back just to get you off the phone, please understand, this has to be a REALLY, REALLY STUPID question as telling a customer we will call them back just to get them off the phone is only used in emergencies.
4) If your enquiry is about an item we don't stock (especially parts for obscure Chinese imports!), we will only call you back if we can source the item you are after. But, if your not sure, you can always phone us back!

Remember, the phone works both ways.........................

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Stock related questions.....

Do you keep all the items on your website in stock?
We stock all our fast selling items, which means we stock around 90% of the items listed on our website. This includes Motorcycle Batteries, Helmets, Oils, Cleaners, Clothing, Motorcycle Boots, most Motorbike & Scooter parts & all of the used motorcycle parts & spares. Due to us constantly being short of space (the phrase 'enough room to swing a cat' springs to mind for some strange reason!!), we keep very limited stocks or don't stock some of the larger items we have for sale (like some motorcycle downpipes etc). Most items we don't hold in stock are delivered to us within 1 or 2 days by our suppliers. Items that take longer are marked on the item description pages of the catalogue. If you want to check if we stock a particular item, please Contact Us by Email or over the phone on 01986 875429.

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Do your items come from a dropship supplier?
No, we don't use 'dropshipping' services.
All the items we sell are sent direct from our warehouse in Halesworth, Suffolk.
We stock around 90% of the items we sell on our website. Items we don't hold in stock are sent direct to us by our suppliers so we can check them over before they are sent out to customers.

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What happens if I order an item & it's unavailable or out of stock?
In circumstances where items ordered are unavailable, we reserve the right to offer either a replacement item (of the same value & specification) or a full refund. Although most items we supply are available in all sizes & colours listed, some of the items we sell are of very limited stock availability. These items are sold on a first come first served basis & we reserve the right to refund money for any lines that run out.
In circumstances where items ordered are out of stock, we will place your item on back order. We will send you an Email stating that the item is out of stock & when the item is expected back in. You will be offered a choice of either:
a) Waiting for the item you ordered to come back in stock
b) Accepting an alternative item of the same value & specification
c) Having your order refunded in full
You can contact us by email enquiries@whitedogbikes.com or by phone on 01986 875429 (10am till 10pm Mon-Sat) to let us know what you would like us to do.
If we do not get a response from our emails within 2 weeks from the original order date, we will automatically refund your order in full.
Please note-For items such as motorcycle batteries, scooter tyres & chain & sprocket kits, if specific brands are out of stock, we will automatically send an alternative item of equal or greater specification or value.

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I'm after a part you don't have, can you get it in for me?
Unfortunately, no, we don't get parts in for people..............
We have a huge range of parts, clothing, helmets and motorcycle accessories in stock and our range is growing all the time, but we don't have the time, resources or suppliers to source parts we don't have in stock for people.
If you would like to see if we have a part you are after in stock, you can Contact Us Here.

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Who are White Dog type questions.....

How do I know your not trading part time or from your spare bedroom?
This is the trouble with the internet, you just don't know who you are dealing with (as the old saying goes, if we had a penny for every time we've been contacted by Pakistan/Asia/China's supposedly biggest manufacturer.......We'd have £1.37 by now)!!!!
White Dog Motorcycle Accessories was established in November 2003 & are a full time mail order motorcycle accessories business & motorbike breakers & we operate out of our registered business premises, which are located in a small business park about 5 mins drive outside of Halesworth town center. We also have a small office area for customers who would like to see, try on or purchase from our range of motorcycle accessories & spare parts.
If your still unsure, more information can be found about White Dog Motorcycle Accessories on our 'About Us' page.

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I've just discovered your website, how do I know your a real company?
We do get asked this question occasionally! You can find more information about White Dog on our 'About Us' page.

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Why is the company called White Dog?
Because 'Fluffy Bunny Motorcycle Accessories' was taken!

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Product & technical questions.....

I've bought a motorcycle battery, how do I charge it?
Click on the blue text for our Battery charging information page. This page contains all relevant information regarding motorcycle battery filling & charging. Either save the page to your computer or use the 'print button' at the top of the page to print a copy.

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Do your motorcycle batteries come with acid?
Yes, we ship all our batteries with the required amount of battery acid!

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I've seen stuff you sell cheaper/Give me money off type questions.....

I'm with such & such bike club/am a student/want something for nothing, sell it to me cheaper than anyone else?
White Dog Motorcycle Accessories employ a strict no haggling policy. If you really want to haggle, please let us know the day before you phone so we have time to put all our prices up!!

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I have seen an item you sell cheaper on Ebay/My mate down the road says he can sell it cheaper, will you match the price?
Unfortunately, no. We don't price match with Ebay or someone's wannabe dealer mate!
Because of the way the internet works (i.e. you can't haggle with your computer!), unlike a shop, most of our prices are set at the minimum we need to make back, & any extras we can offer (e.g. free delivery), are already included. This means there is often no more for us to give or discount from the item!

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I have seen an item on your website listed on a shopping comparison site with a link to your site for less, will you sell the item to me at the lower price?
Unfortunately, no, the prices listed on our website are final.
Most of these types of website's 'scrape' content from whitedogbikes.com without our knowledge or consent & some of them are, to be honest, crap at doing it!
We are not responsible for the prices (or mistakes) other website's or shopping comparison site's display as we have no influence or control over them!
If you think this is unfair, please contact the owner of site with the mistakes & suggest they give up their job as the obviously can't code or build website's for sh*t!!!

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