Customer Service - Frequently Asked Questions

FAQ TOPICS - NEED TO KNOW INFORMATION

Our frequently asked questions cover the subjects and topics you want to know about most. Use the tabs below to find the information you need. 

How much is shipping?
Orders over $250 will be eligible for free delivery to Australia, however there are exclusions including panels and other large, heavy items. Our website will automatically calculate the most competitive shipping prices once your items are added to the basket.

For large items and countries where we cannot provide an online shipping quote, please contact our Customer Service team via the contact form.

Please see our Delivery page for more information.

Why am I being charged for shipping when you advertise that it is free over $250?
Orders over $250 will be eligible for free delivery to Australia, but bulky and heavy items such as panels, bumpers, engines etc. are excluded from this offer.

Please see our Delivery page for more information.

Where can I get tracking details?
You will receive an email once your order has been dispatched which will provide a courier tracking number where available. The tracking number can also be found in “My Orders” in your Account on the website. Parts sent through Royal Mail are sent untracked and can take up to 5 working days to be delivered.

Please check your junk mailbox as from time to time the emails are incorrectly marked as spam.

What countries do you deliver to?
We can ship your parts to you anywhere in the world, fully insured. If an online shipping quote is not automatically calculated for your country, please contact our Customer Service team via the contact form.

Will my order need to be signed for?
All orders will need to be signed for to ensure your goodies reach you safely! Our couriers will be in touch if you wish to leave your order in a safe place or with a neighbour.

Can I Click & Collect?
Click & Collect is currently only available from our Global Distribution Centre in Shoreham-by-Sea. At present our shop is closed to visitors, so you will need to pre-order online before arriving. If using this service, please allow at least 2 hours before collecting your order. We are unable to process additions or changes to orders at the point of collection, and a new order will need to be placed if additions are required, again, allowing 2 hours for picking and preparing.

For any returns, please ensure you have requested and received a returns number ahead of visiting our site. Please visit our Returns page for more information.

What does “Back Order” mean?
If you buy a product that is not in stock, we will put that item on “back order” for you. That simply means that the item is reserved for you when it comes back into stock. If an item is out of stock, we will endeavour to provide an accurate due date as possible, but we will keep you updated.

When you place an order, payment authorisation will be taken for the full amount, however we will only actually take payment for the parts that are dispatched. Payment authorisation is only valid for 30 days, so after 30 days, the original payment will be invalidated and any remaining funds from the original payment are returned to your bank account. If your items come back into stock after those 30 day, we will need to take payment again.

A product I want to buy is showing as “Not currently available”, what are my options?
If the part you are after is showing as being “Not currently available” it means that we do not currently have an expected date from the supplier.

You can purchase the item now i.e. “back order” it and we will keep you updated on the due date. This will mean that you are secured a place on the waiting list when stock is available. When you place the order, payment authorisation will be taken for the full amount, however we will only actually take payment for the parts when they are dispatched

Alternatively, can select “Notify me when this product is in stock” and we will let you know when we have it back on the shelves, but just to note, it may go out of stock again quickly if people have already back ordered it.

You can also add the item to your Wish List, but you will need to keep an eye on it to see when it is back in stock.

A product I want to buy is showing as “Expected in 3 weeks”, what are my options?
If the part you are after is showing as being “Expected in 3 weeks” it means that is when we are expecting to take delivery of the stock. Please note, this date could change as lead times from suppliers may be impacted by delays in transportation channels.

You can purchase the item now i.e. “back order” it and we will keep you updated on the due date.
Once the product is back in stock, we will dispatch the item. If it is more than 30 days since your original order, we will contact you to confirm that the goods are still required and may need to take payment for the remaining items. After 30 days the original payment will be invalidated and any remaining funds from the original payment returned to your bank account, which is why we may need to take payment again.

Alternatively, can select “Notify me when this product is in stock” and we will let you know when we have it back on the shelves, but just to note, it may go out of stock again quickly if people have already back ordered it.

You can also add the item to your Wish List, but you will need to keep an eye on it to see when it is back in stock.

The item I ordered is still saying that is expected in 3 weeks, but I ordered it 3 weeks ago. When is it due?
We try our very best to make the due dates as accurate as possible, but unfortunately these can change as stock is often being sent to us from around the globe via container ship which can be subject to delays. We will always ensure that the latest and most accurate due date is on the website and will keep you updated by email.

Please check your junk mailbox as from time to time the emails are incorrectly marked as spam.

How do I ask a question about a product?
If you click the “Product Question” just above the price on a product page, you will be able to submit a question about that product to our team of experts. All questions are moderated and should be answered within two working days.

Irrelevant or inappropriate questions will not be published - questions must be about the product's features or specification. Anyone who visits the relevant product page will be able to read your question or answer, but you can opt to make the question private.

For any issues with products you have ordered/purchased, please contact our Customer Service team via the contact form.

Why have I not received my order?
Your order may not have been shipped yet if the item(s) were out of stock at the time of placing the order. The order confirmation that was emailed to you will provide estimated due dates for any items that are out of stock. We will endeavour to provide you with an update where possible.

For orders placed in the United States or Australia, if some of the items are on back order when the order is placed but are due within 30 days, all the items will be held and sent together in one shipment. If some of the items are on back order and due after 30 days, we will contact you to see if you would like them sent as two separate shipments. If this is the case, there will be an additional shipping charge.

Please check your junk mailbox as from time to time the emails are incorrectly marked as spam.

Why are there items missing from my delivery?
Some of the items that you ordered may have been out of stock at the time of placing the order. The order confirmation that was emailed to you will provide estimated due dates for any items that are out of stock.

For orders placed in the United States or Australia, if some of the items are on back order when the order is placed but are due within 30 days, all the items will be held and sent together in one shipment. If some of the items are on back order and due after 30 days, we will contact you to see if you would like them sent as two separate shipments. If this is the case, there will be an additional shipping charge.

Please check your junk mailbox as from time to time the emails are incorrectly marked as spam.

How do I find out when my back ordered items will be back in stock? 
Your order confirmation will include an estimated delivery time for back orders, if for any reason these estimated delivery times change, we will email you with an updated deliver time.

If you have any questions, please contact our Customer Service team via the contact form.

When will my back ordered item(s) to be delivered?
We will automatically ship any items on back order as soon as they arrive with us, providing it is within 30 days from the time of your original order. If there are multiple items on back order, we will wait until all the items are available and these will all be sent in one shipment.

If it is more than 30 days since your original order, we will contact you to confirm that the goods are still required and may need to take payment for the remaining items. After 30 days the original payment will be invalidated and any remaining funds from the original payment returned to your bank account, which is why we may need to take payment again.

Please note, payment for back ordered items is not taken until they are dispatched from our warehouse.

We will notify you via email once your back order has been dispatched.

Can I change my order once I have placed it?
Unfortunately changes cannot be made to an order once it has been placed. A new order will have to be created for any additional or alternative items, and the unwanted items will need to be returned.

Please visit our Returns page for more information.

Why do I have to pay again for my order/ back order, I have already paid in full? Why am I being charged twice?
When you place an order, payment authorisation will be taken for the full amount, however we will only actually take payment for the parts that are dispatched. Payment authorisation is only valid for 30 days, so after 30 days, the original payment will be invalidated and any remaining funds from the original payment are returned to your bank account. If your items come back into stock after those 30 day, we will need to take payment again.

How much VAT/duties do I have to pay?
⦁ Orders sent to the United Kingdom will be charged UK VAT rate (20%)
⦁ Orders within the EU will be charged VAT at the rate in the delivery country
⦁ We will collect the GST for orders going to Australia up to an order value of $1,000AUD
⦁ GST for orders over $1,000AUD will be refunded after your order is placed, however you will be subject to taxes and duties when the parts arrive at the destination
⦁ We will not charge VAT on orders sent outside the UK and the EU; however you may be subject to taxes and duties when the parts arrive at the destination. You are advised to research possible charges that could be imposed before placing and confirming your order.

What is the surcharge on reconditioned items?
This is a deposit paid against parts supplied that have been reconditioned. Once you’ve returned old core unit the surcharge will be refunded. To return your old core unit, please contact our returns team via the returns form who will supply you with a Returns Number. See our T&C’s for more info

What payment types do you accept?
Online payments can be made using the following options: MasterCard, Visa, and PayPal. Sofort and GiroPay is available for customers in Germany, and Ideal in The Netherlands.

Payment authorisation will be taken from your credit or debit card as soon as you have placed your order. Our checkout page uses SSL encryption to secure all payment information. We do not store any payment data on our website.

Can I buy gift vouchers online?
We do not currently offer the option to buy gift vouchers online, however vouchers can be purchased over the phone and sent by mail (UK Only).

How do I return an unwanted item?
While we do offer 365 Day Returns, there are some exclusions - please visit our Returns page for more information. Please note, you will require a returns number for a return to be processed so please ensure you complete the form on the Returns page before sending anything back.

How do I return a faulty item?
In order to return a faulty item, detailed information and photos will be required. Please complete the form on the Returns page and one of our Customer Service team will contact you for more information. Please do not return the item before a returns number has been issued.

When will I be refunded for a returned item?
All refunds will be issued to the original payment method on the order within 7-10 working days of receipt at our warehouse or once the item has been checked by one of our specialists. You will receive a confirmation email of your refund once your return has been processed.

In some instances, the part may need to be returned to the manufacturer for inspection before a credit is issued. If this is the case, you will be notified.

When the funds have been refunded, please allow up to 3 working days for the funds to show on your account.

When will I be refunded for a cancelled order?
When you place an order, we only take payment authorisation – actual payment is only taken when the parts that are dispatched. If the item is cancelled within 30 days of the order being placed, we will cancel the payment authorisation. If the item is cancelled after 30 days, the original payment will have been automatically invalidated.

Can I return an order to you in person?
Returns in person are only available to our Global Distribution Centre in Shoreham-by-Sea. Please ensure that you have requested and received a returns number ahead of visiting our site. A returns number cannot be issued on site.

Where are you based?
Our Head Office and Global Distribution Centre is based in Shoreham-by-Sea in the United Kingdom and we have a European Distribution Centre in Bremen. All goods are shipped from the UK for countries outside of the EU and from Bremen for all European countries.

We have multiple online stores to allow customers to order in their local currencies. You will be offered your “local” store when you visit our site based on your location.

What do I do if I have forgotten my password?
If you have an account, you can request a password reset through our website. You will then receive an email with a link to create a new password. If you do not receive an email, please check your junk mailbox as from time to time the emails are incorrectly marked as spam.