Review summary
Customers consistently praise the competitive pricing, noting that it is lower than UK alternatives, especially when customs refunds are factored in. Product quality is widely regarded as excellent, with many highlighting the superior craftsmanship and fit. The customer service team receives positive feedback for being helpful, responsive, and efficient. Fast and efficient shipping, even from Germany, is frequently mentioned, and customers appreciate the clear and proactive communication throughout the order and delivery process. Additionally, the ordering process is generally found to be straightforward and easy. Some areas for improvement include occasional delays or confusion in the handling and reimbursement of customs charges, as well as some delivery delays due to customs. A few customers experienced slow follow-up or resolution from customer service, and there are mentions of slow or insufficient communication in certain problem cases. Finally, some customers would like clearer information provided about customs procedures or what parts are included with orders.
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Verified
My Alpinestars textile jacket fits me well. The sizing chart was comprehensive but it was customer feedback that persuaded me to go for a size larger than I would normally wear - and it fits!
I had to pay customs duty (£72) which seems grossly unfair to Louis and caused a delay of a few more days. Louis have promised to refund this to me so there’s no loss to me personally. Thanks Louis!
Verified
Absolutely super and refunded VAT immediately
Absolutely super efficient ordering, great prices and amazing service. I ordered in the UK and Parcel Force delayed delivery adding VAT and duties - Louis kept absolutely to their word and refunded me immediately. Much cheaper than buying in the UK and not much slower delivery. Highly recommended.
Verified
The ordering process was easy and straightforward but unfortunately the delivery process was not.
Initially the tracking system informed me of when the order has been shipped and it's progress through Germany via DHL however it was a different story when it reached UK customs. Royal Mail informed me that there was likely to be import charges to pay due to the value of the order (despite Louis stating on their system that the price seen on their website was the price you pay and that all customs charges are handled by them).
Unfortunately I had to pay a significant fee in order to received the item. This meant that I had to send copies of all the paperwork to Louis and then they refunded the charges.
There must be a better way.
Reply from louis-moto.co.uk
Dear Sir,
From our side, we only garant
A refund of customs fees is the only solution we have found to address the obstacles imposed by the UK. We clearly state this on our British portal. While this solution is far from ideal — both for our clients and for us — we do reimburse the customs charges and strive to process these refunds as quickly and smoothly as possible.
Verified
I’ve ordered from you a couple of times…
UPDATE: Customer Services have reached out to me and confirmed this is due to the UK no longer being part of the EU.
Once the custom charge has been paid, I can send them proof and they pay the charge for me.
Rating changed to 5 star as this is going above and beyond.
I've ordered from you a couple of times and have no issues with the service or the quality of the items received.
My only criticism is I think it is a bit misleading regarding custom charges. My delivery location is the UK and the way checkout reads is that custom charges are included within the £9 delivery fee.
However, I have since had an email from Royal Mail to advise that due to the value of my order that I am likely going to have to pay an additional customs charge.
It probably should be a bit clearer on the website when checking out that this is the case.
Thanks
Verified
Excellent service from Louis.
What can I say, I ordered a helmet for substantially less than it would cost me in my country. It arrived in country quickly and efficiently, and with all of the required codes and paperwork attached, and true to the banner on the homepage , they've refunded customs charges, again quickly, efficiently and without question or hassle. Highly recommended... (Also the Louis Aachen store I visited in November '24 while on my way to Köln was excellent and deserves an honourable mention)
Verified
Great communication at all times throughout the purchase and delivery with good prices on goods and rapid arrival
Verified
Good choice of items on sale. Prices of items on sale were great value.. Easy use of website and checkout.. Didn't get charged with import duty (UK) but it's refreshing to know that Louis Moto will reimburse for it if you are charged.
Verified
Very Satisfied
I ordered a metric socket set having seen it advertised in the Motor Cycling News. Straightaway I had good, clear communication and received the item within a reasonable timescale undamaged. I am pleased with the overall experience and would not hesitate to order other items from them,.
Verified
The service and paying for it was brilliant.
The customs charge I was aware I had to pay it and I would receive a full refund of this charge. The bad part is trying to recover the charge from yourselves sorry. I'm still waiting. ......
Verified
Excellent delivery times from Germany to N.ireland
I ordered a product on a Thursday or Friday from Louis. The product arrived at my house the following Tuesday or Wednesday if I am correct. 6 days at most from ordering product from Germany to delivery in Northern Ireland is fantastic...and that's without mentioning there was a national holiday on the Monday so most delivery companies were not working. This is a better delivery time than many companies can supply in my own country. 5 star service
Verified
The Heinz nano rear lights I ordered arrived swiftly to GB from Germany and Louis also refunded my customs charge.
I can’t fault these guys at all, absolutely superb and a pleasure to deal with.
Verified
I have bought from you before parts sent on time and well wrapped, you sat you pay customs and vat back and ture to form I have the money back so thankyou very much ,would not hesitate to buy from you again.
Verified
I've dealt with Louis store for several years and I've says found them be Quick and efficient , and their selection items either for my self or my machine !
Have always been well made and value for money, their customers service is also first class.
Verified
Mikes Ducati
The rev counter fitted almost perfectly in place of the original, broken, analogue meter, in a Mototrans Ducati. See picture. Much less expensive than getting the original meter repaired. Good clear instructions provided. Looks good quality, but not yet tested in operation.
Verified
5 stars for product and excellent customer service communication will definitely buy again and recommend to my biker friends. Bought a universal screen and Caberg Rust helmet , the screen fitted perfectly on my Valkyrie 1800
Verified
Hidden customs charge refunded
Easy to order, quick delivery and the customs charge of £70 was refunded.
Great quality product
Verified
the overall experience was good.
just took a while to refund my customs fee. i don't know if that time is normal though for the process though
Verified
What a fantastic product,strong & sturdy. Fantastic price & I was kept well informed about delivery. Delivery was very fast. Whenever I need anything else I will be using you. Thank you & best regards Martin. 👌
Verified
A1 item that fitted perfectly, quick postage too. Definitely recommended company.
Verified
Everything was smooth great contact and the product is brilliant 5 star service