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Our bikes are turned off in the garage, our daily lifestyle is deeply impacted because of the restrictions related to this sanitary crisis and it is about a global balance that is shaked. Here at Silverstone motor, constraints imposed by Covid-19 ask permanent adaptation of our working model to guarantee each of you the best service possible.
Every day we put all our energy into processing your orders, in order to secure the proper deliveryof your products from our warehouse to your door. Constraints are permanently changing in this period, but we manage to adapt and deal with it to maintain the best quality of service possible.
As such, all the Silverstone team sincerely wants to thank you all for your trust, and the understanding you’re showing to us.
Internally, the Silverstone team has taken all necessary steps to protect both its staff and its customer by providing the best possible protection to fight the spread of the virus.
>Let’s keep in touch:
Our customer service stays open more than ever and fully available to answer your questions, bring you the best advice and guide you in your purchases.
To this end, we recommend the use of our mail email@example.com for every question related to order progress and all other questions about website navigation. Queries will be handled by order of arrival.
Our phone line also remains active during adapted hours (Monday to Friday, 10am to 12ham and 3pm to 5pm)
>How are managed the orders curently:
- your order is already confirmed:
If you have already ordered products with a « pick up » delivery choice or delivery in post office, our customer service will contact you just before shipment to confirm that the pickup point is really open or secure that someone is really available to receive the parcel. Pickup points delivery are still possible depending to your geographic situation (updates refreshed in daily basis). We will proceed to the shipment of your parcel at the delivery point we decided together, with no extra fees required.
- You would like to order:
You can do it with full confidence. Silverstone still remains open and of course continues to ensure shipments daily. Our teams do their best to ship your orders as fast as possible while dealing with the constraints of our suppliers.
For obvious sanitary reasons, it’s provisory not possible to come and collect your order directly to our Silverstone warehouse at Aubagne 13400.
All our parcels are transported by Colissimo, which allow us to have a single point of contact for the traceability of each package, and guarantee an efficient tracking of your orders.Your satisfaction is our major reason of being, so for this purpose we make the commitment that EVERYorder will be honored and we put all our energy to keep this commitment.
- How soon will your order be delivered/ Shipped?
The orders are daily handled by our logistic team, and we analyse all the potential blocking points to find solutions by our own if it’s possible, or we contact you by phone as soon as possible to find together the better way to solve those blocking points.
We strive to display full transparency concerning delivery delays, but regarding actual conditions, additional delays could be expected. We assure however to do our best to avoidit or reduce it as much as possible.
The main part of our French suppliers continues to supply us regularly, however we also deal with Italian and Spanish partners, hardly impacted by local restrictions, which means sometimes to shut down their production,which sometimes lead them to no longerdeliver us for some of them. We will make regular reporting about those suppliers in below:
Anyway, we spend all our energy to find solutions to honor your orders in the best time, but we sometimes need some patience facing this exceptional situation, we apologize for it.
>Focus on the main suppliers:
France :Bagster, Bering, Segura, SHARK, Ermax, Scorpion, HJC, CHAFT continue to produce and deliver products even if factories human resources are clearly reduced (delivery delays could be clearly impacted).
Italy : GIVI, Leovinceand TUCANO continue to produce and deliver once a week via their local French dealer. Stantard delivery delays could be sometimes a bit longer.
Spain : LS2, IXIL, IXracehas been obliged to shut down factories until April 15 (could be sliding to April 25) that lead them to stop exhausts ongoing shipments. They will be treated with high priority and by chronological order as soon as Spanish government will allow shipments again.
SHAD is also impacted but theymanage to get authorized to ship until April 15.
Germany :Akrapovic, All is working in standard conditions.
To be considered that all the suppliers that could not honor shipments currently still register our orders and prepare the parcels when possible, in order to be ready to ship as soon as it’s technically possible for them. Obviously, our clients concerned by those orders will be the first served.
Again, we guarantee that EVERY order currently in progress will be honored and delivered to the client.
>wish to make a return?
Returns are still possible in the legal conditions of the online purchase, but we advise you to wait until lockdown is over and contact our customer service to address your request, in order to avoid a loss of your parcel, or a late delivery to our Silverstone warehouse.We are extending the return / exchange period for orders made during the sanitary crisis.
>want to keep updated of fresh news?
During this lockdown period, our teams are also mobilized to source 2020 new products and enrich our offer with new partners that you will soon discover on our website.
If you want to be the first ones to be informed of the availability of those new products, do not hesitate to like our Facebook page. We publish regularly new posts and organize fun contests that give you the opportunity to gain special discount codes and many other gifts. JOIN US
We all hope that this period will soon be behind all of and that we could go on riding, under sun shining and perfectly geared up.