What payment methods are accepted?

We accept major credit cards and PayPal. Bank transfers, cash on delivery, GooglePay, ApplePay, Klarna and SatisPay are not accepted.

When will I be charged for my order?

The charge is immediate.

When will the money be credited back after a return or cancellation?

Refund times can range from a few hours to several working days, and vary depending on the credit institution. The amount is always credited to the same payment method used to pay for the order.

It seems that the payment has been refused. What should I do?

If the order has been received regularly, it will be displayed in the Personal Area of ​​our site. If not, you will need to place a new order.

I paid and the payment was charged, but I do not see the order in my Personal Area. What happens?

It is very likely that the transaction has been rejected and the amount frozen, therefore we recommend contacting the relevant credit institution (or payment provider) and verifying any re-credit (it may take a few hours).

I am a foreign trader and I have a Community VAT number. Can I place an order without VAT?

Yes. Contact us sending all your billing and shipping information and we will send you a dedicated quote.

Can I request an invoice? How?

Yes. When ordering online you will only have to tick the invoice option and enter all your tax information.

What are the times for making a return and how can I request one?

The return can be requested by contacting us exclusively by email, within and no later than 14 days from receiving the goods, sending the order number and the reason for the return request.

Do I have to attach something to the returned package?

Yes. When you have contacted us, you will receive, together with all the instructions for the return, a short form to fill out and send us (by email or in the return package).

How should I send the return?

Any service can be used, but it must necessarily be tracked. Returns from standard untracked services will not be accepted and we assume no responsibility for any stock in post offices (which we will not be able to collect).

How long do I have to send the return?

The return must be sent within 14 days from receiving the instructions.

Once the package has been shipped, do I have to send you anything?

Yes, it is necessary to send us the tracking of the return shipment.

How do warranty replacements work?

The warranty replacement request must be made exclusively by email, sending the order number, photo of the product and the reason for the return request.

Can I exchange a product for another size or model?

It is not possible to change the model (SKU) of the product, while the size can be exchanged depending on availability and provided that the order has not already been entrusted to logistics.

Can I return a product purchased online to a store?

Yes, it is possible, but on condition that you are informed in advance and that you receive a response from us containing the authorization to proceed.

Who pays the shipping costs for the return?

Shipping costs for purchase errors or changes of mind are paid by the buyer.

When will I receive the refund?

The refund for a return is issued within 15 working days of receiving the shipment. If you receive notification of a refund, but do not see the credit, it is because there are technical times that vary depending on the credit institutions.

I cannot return the product if…

if the product has already been assembled, if you no longer have the original packaging, if it is not in conditions comparable to new. In the case of clothing and helmets, the products must not show signs of use or washing and the protective stickers must not have been removed. This last detail also applies to costumes.

The product has arrived damaged or defective. What should I do?

Contact us immediately, sending your order number, photo of the product received, photo of the product code itself and photo of the packaging.

How should the return be packaged?

The product must be packaged in the original and protected packaging, with the form that we will provide you inside, in order to avoid damage during transport. The return always travels under the responsibility of the buyer.

Can I return an item made to order?

We are sorry but, as these items were ordered from the parent company exclusively for you, we cannot accept returns.

I have already placed an order, can I change the products I purchased?

No. Unfortunately, once an order has been placed, it is no longer possible to change it. In these cases, it is necessary to cancel and refund the original order, and then place a new order.

Can I change the address or recipient of the order?

Yes, but only if the order has not yet been entrusted to logistics.

Can I cancel an order?

Yes, but only if the order has not yet been entrusted to logistics.

I no longer want the order, but it has already been shipped. Can I refuse it?

No. Refusing the shipment is against our conditions of sale.

What do the order statuses I see in my Personal Area mean?

“Payment Accepted”: the order has been regularly received, and is waiting to be processed.

“Waiting for collection” or “Preparation in progress”: in both cases the order is being processed or has been processed and only needs to be collected by the courier.

“Shipped”: the order has been entrusted to the courier and is on its way to its destination.

Why has my order been in preparation for a long time?

Some products available for immediate delivery require transfer from other warehouses, so it may take a little longer to entrust it to the courier.

What does it mean that my order is “waiting for replenishment”? What does pre-order mean?

An order waiting for replenishment (or pre-order) is an order including one or more products not available for immediate delivery, but which can be ordered from the parent company. As soon as we receive the order, we will forward the request to the relevant parent company.

How long does it take for pre-orders to be replenished?

We have no way of providing certain times, because they vary based on the parent company in question and the availability in their warehouses. It usually takes between 4 and 15 working days.

When will my pre-order item be delivered?

Pre-orders take precedence. So, once we have received the products from the parent company, they will be immediately prepared and entrusted to the courier as soon as possible.

When do I have to make the payment?

Pre-order items require full payment at checkout.

Can I cancel a pre-order?

Yes, but only if the order has not yet been received by our warehouses or if it has not yet been forwarded to logistics.

Can I order online and collect in store?

Yes. Simply enter "Collect in store" in the Shipping Methods section.

I am a garage. Am I entitled to discounts?

Yes. In this case you will need to contact support directly, because a dedicated quote will be entered.

I can't find an item on your site. Can I order it?

Yes, but not always. For some brands, such as Triumph, Ducati or GIVI, we can forward dedicated orders to the parent company, but you will have to contact support.

Do you make custom quotes?

Yes, but these types of quotes are reserved for requests for products that are not currently visible on the site or for customers who are entitled to special sales conditions (workshops, etc.).

How much does my shipping cost?

If you want to have a shipping cost quote, all you have to do is simulate an order directly from our website.

Which couriers do you use?

We use SDA/EMS, Fedex, TNT, GLS, DHL Parcel and DHL Express couriers.

Can I choose the courier?

Yes. During checkout, in the shipping methods section, you can choose which courier to use to ship your order.

I urgently need to receive the shipment. What do you recommend?

Delivery times are always estimated, but our fastest shipping service is DHL Express (24/48 hours Europe - 2/5 days other destinations).

My order is marked as shipped, but I don't have a tracking number. What do I do?

Since we do not directly manage the sending of the tracking, it may take some time to receive it. In any case, if your order is marked as "shipped" the same evening (or at the latest the following evening), you will receive an email with the tracking.

What are the delivery times?

Transit and delivery times are in no way predictable or hypothetical by us, because they are at the sole discretion of the couriers.

Why is my package late?

During high season, it is possible that the couriers' traffic slows down and the shipping/delivery forecasts are not respected.

Do I have to pay customs duties?

Yes. For orders placed outside the European Union, the customs of the destination country (via the forwarder) requires the payment of import duties. Since this is not a payment requested by us, we have no way of collecting it together with the balance of the order or knowing the amount in advance.
Failure to pay duties will be considered as a refusal of the shipment.

Is it possible to request multiple shipments?

No. Each order is equivalent to a single shipment.

Poste Italiane was unable to deliver because I was not at home. What should I do?

If you receive an email from Poste Italiane (or SDA) asking you to contact us to release the shipment, this is a proforma communication. Usually a second delivery attempt is made the next working day.

When will I receive the tracking?

The tracking is sent directly by the courier and should be sent by email on the evening of the day the shipment was collected.

Why does the tracking not work?

It means that the shipment has probably not yet been collected by the courier. Our advice is to wait at least a day and check periodically.

What products are available?

All products available for immediate delivery can be purchased from our website.

Can I order products that are not available?

It depends. If the product is not available for immediate delivery, but can be ordered from the manufacturer, our website will allow you to proceed with the purchase. Otherwise, if the product is not available for purchase, it is not possible to proceed with the order from the manufacturer and we have no way of knowing when the product will be restocked.

How do I know if I can fit a product to my motorcycle?

Send us the product code (SKU), brand, model, engine capacity and year of manufacture of the vehicle, and the chassis number. We will provide feedback regarding compatibility or a possible correct product.

What are your opening hours (CET)?

We are open Monday to Friday from 9am to 12:30pm and from 2pm to 6:30pm.

How long does it take you to respond to emails?

We usually try to respond to all emails and other channels within 24 hours (during business hours), but it may take longer in peak season.

How do I contact you?

You can send an email to e-commerce@pogliani.com or send us a WhatsApp message at +39 334 909 2558.

Where would you prefer to be contacted?

We prefer email, but we ask that you do not contact us on both channels at the same time, to avoid delays resulting from double communications.

I already need information about an order. What should I send you?

The order number is essential. Sending the make, model, engine capacity and year of construction of the vehicle, as well as the chassis number, is preferable.

I have not yet placed an order, but I need information. What should I send you?

The basis is to send us the make, model, engine capacity and year of construction of the vehicle, as well as the chassis number.