Ordering & Payment
FAQ
How do I change, edit or cancel my order?
Change Order
Unfortunately, we are unable to amend or change orders. If you've had a changed your mind or if you've ordered the incorrect products, you can return any unwanted items for a refund by contacting our support team below. If you could please provide your name and order number.
Cancel Order
If you wish to cancel your order, please get in touch with us via the links below and provide us with your name and order number.
Contacting us via Live Chat will be the best method to ensure your order is cancelled in a timely manner, as once an order enters the processing stage we won't be able to cancel it.
Editing your order
For 30 minutes after placing your order, you can make changes yourself. Open your order confirmation email and click "Follow the status of your shipment here". From there you can:
- Update your shipping address
- Change product quantities
- Add recommended products
- Apply a discount code
- Update your email address or phone number
- Cancel your order
To swap to a product that isn't offered there, cancel the order and place a new one. Personalised (Stylux) orders can't be edited.
Payment could not be processed at checkout
If your payment details are not accepted at the checkout, please contact your bank first to ensure there are no holds on your credit or debit card.
If you are attempting to use PayPal, AfterPay or another form of payment, please contact them directly.
Why are my card details not being accepted, even though they work on another website?
Banks have automated systems that determine whether or not to accept the charge on the card.
These systems take various signals into account, such as your spending habits or account balance, as well as card information like your billing address, expiration date and CVV.
Changes to your account information may automatically trigger a temporary hold on your card that you will need to contact the bank about.
Mastercard declined
We have been advised that declines in Mastercard may also occur if you have "Zip Code verification" enabled but have supplied a different zip code / postcode in your billing address. You will need to ensure that your billing address details are the same as the information you have registered in Mastercard.
How do I reset my account password?
To change your password:
- Go to the Login Page
- Click Forgot Password under Sign In
- Enter your email address
- Click Submit
Haven't received the email?
If you don't see an email in your inbox:
- Check your spam/junk folder
- Make sure your email address wasn't entered incorrectly, we recommend trying the process above again.
Can I get a copy of my tax invoice?
Yes you can! You can download the PDF invoice under shipping in your order confirmation email.
Can I buy Quad Lock products in retail stores?
Many retailers of motorcycle, car and bicycle accessories stock a large range of Quad Lock products.
As much as we'd like to list all retailers and stores which stock Quad Lock products, unfortunately, we are not always provided with accurate information regarding retailers product range and stock levels.
To ensure you have access to the full range of Quad Lock products, as well as the best after-sales support, we recommend you purchase directly here.
Enjoy the following additional benefits when shopping through our website;
VAT Refund Eligibility in the EU
All transactions processed through www.quadlockcase.eu are end consumer purchases, and VAT is charged based on individual country selling thresholds. We are unable to remove VAT from this transaction prior to sale.
VAT Refund Eligibility
Once you have made an order, please provide your VAT ID and order number to our support team using the link at the bottom of this page, and we will evaluate this for eligibility.
Important: The order must be billed or shipped to the business address associated with the VAT Number in the VIES database
If the order is not billed or shipped to the associated business address, we will not be able to provide a VAT refund.
Do you offer military, medical or first responder discounts, and how much is the discount?
We support active military personnel with a discount for online purchases. To receive your discount code, please forward a picture of your Military ID or Statement of Service to our Customer Support Team using the contact us link at the bottom of this article. Once verified, you'll be sent a 20% discount code.
We also offer discounts for eligible medical professionals and first responders (e.g. police, fire and ambulance). Once your proof of eligibility is verified, you'll be sent a 20% discount code. Codes are for personal use only and can't be combined with other promotions.
I didn't receive or can't find my first order discount code. How long is it valid and is there a minimum spend?
If you haven't received a discount code email after signing up on our website, please check your spam or promotion folders.
If you can't find the email, please try signing up again and double checking the email entered or use an alternate email address, if you have one.
What payment methods do you accept?
We accept the following payment methods, please note that some options may be unavailable to you based on your location, or your payment platform's settings:
- Most major credit cards
- American Express
- Apple Pay
- Google Pay
- PayPal
- Shop Pay
- Afterpay (Australia and New Zealand only)
- Klarna (United Kingdom & Europe)
How do I delete my payment information?
Quad Lock does not save a default payment method or store your card information so you will need to enter your payment information for each transaction.
If you are using a payment method that stores your info (Shop Pay, PayPal, Apple Pay, Afterpay, Google Pay etc) to complete your purchase, you may have a stored card on that platform which can be changed in your account settings.
If your card information is pre-filling at checkout, your payment details may be saved to your browser which can be changed in your browser settings.
How do I add my company details or VAT number to my invoice?
All transactions processed through www.quadlockcase.eu are end consumer purchases, and VAT is charged based on individual country selling thresholds. We are unable to remove VAT from this transaction prior to sale.
Once you have made an order, please provide your VAT ID and order number to our support team, and we will evaluate this for eligibility. The order must be billed or shipped to the business address associated with the VAT Number in the VIES database.
How do I write a review for a Quad Lock product I bought?
About 2 weeks after your purchase, we'll email you an invitation to review your product. Follow the link in that email to leave your review on our website.
Is there an official Quad Lock distributor or reseller in my country?
We don't publish a list of distributors or official resellers by country.
The most reliable way to get genuine Quad Lock products is to buy directly from the Quad Lock website, our official Amazon or eBay store, or a reputable authorised reseller.
How do I use my online gift voucher?
Gift vouchers are digital, and the code is sent by email.
To use one, enter the code at checkout. If your order total is more than the voucher balance, you pay the difference at checkout.
- A voucher can be used across more than one order until the full value is spent.
- You can use more than one voucher on the same order.
- Vouchers are valid for 3 years from the date of purchase.
- Vouchers can only be used on the regional Quad Lock store they were bought from.
- Vouchers can't be refunded or exchanged for cash, and can't be used to buy another gift voucher.
What if my gift voucher code isn't working?
If your code isn't working, copy and paste it straight from your email and check you're on the right regional store. If it still won't apply, contact our support team with the code and the message you see.
Can I pay in my local currency, like Indian rupees, on the Asia store?
Our Asia store charges in US dollars (USD), so you can't choose rupees or another local currency at checkout. Your bank or card provider converts the amount to your own currency.
The website is showing in Spanish. How do I change it to English?
To change the website language to English:
At the top right of the page, select the language menu next to Support. It will show ESPAÑOL.
Select ENGLISH.