FAQ & Customer Support
How important are my e-mail address and telephone number?
Extremely important. If your e-mail address is wrong you will not get confirmation of your order and we cannot contact you in the event of a delay or other problem.
What credit and debit cards do you accept?
We use Paypal to process your credit card transaction. Paypal accepts Visa, MasterCard, American Express, Switch, Solo, Visa Electron and Electron. If you wish to pay by other methods please contact us for more information.
Do I need to have a PayPal account to shop on your website?
No you do not need to have a PayPal account to shop on our website. At the check out you can select the payment method suits you. If you wish to pay by other methods (i.e. bank transfer or payment in person) please contact us for more information.
I am having problem placing an order on your system?
Please contact us either by e-mail or telephone if you are experiencing problems with our ordering system.
How are my goods delivered?
Orders are sent to you by Royal Mail and other carrier services. Occasionally items delivered direct from the supplier will arrive by carrier. Also if the parcel is very large and heavy we may also use a courier.
Will someone have to sign for the delivery?
Yes, someone has to sign to say it was delivered to your address.
What if no one is in when the postman delivers?
The delivery person will leave a card through the letterbox, this will advise you that a delivery attempt was made and how to get your parcel. IMPORTANT. The Royal Mail will only hold your goods for about 7 days, after that time they are returned to us. We reserve the right to charge postage on re-sent items.
I placed my order and nothing has arrived.
We dispatch orders Mon to Fri. So for example, if you placed your order at 11 pm on say a Friday night it will not leave here until Monday night at 4pm, second class normally takes up to four days. Alternatively it could be we are having a problem with your credit card. Your card provider may not be approving the sale because. The expiry date is incorrect, the issue number is wrong, or you have given us the short number not the long number in the middle of the card. Or you are over your credit limit. When a card is refused we have no idea why. We do e mail you as soon as possible, though not everyone collects personal e mail on a daily basis. Also see answer above.
My goods haven't arrived and you have charged my credit/debit card.
Please note as soon as you complete the transaction online, your card/account will be charged immediately. We will contact you immediately if the product is out of stock and discuss the options with you.
Can I return goods?
Yes you may change your mind. Please find more information of our return Policy here.
Do you charge a handling charge for returned goods?
We reserve the right to charge up to 25% of the price of the goods returned. This normally includes admin, handling, re-stocking fees. Further information on return and claim are here.
What other information shall I send with any returned goods?
Please send us a note with your name and address and the order number, this can be found in the e-mail receipt you get after you place your order online.
What do I do if you have sent me the wrong stuff?
Occasionally mistakes do happen. Please contact us as soon as Possible and we will arrange to send the order again and deal with return of the incorrect items. Please find further information of return goods here.
What do I do if the goods are damaged when they arrive?
Please examine the parcel when they arrive before signing. If you suspect any damage to the order do not accept it from the courier. Please contact us immediately and we will discuss the options with you. Please click here for further information on how to handle damaged goods.
What if my goods are faulty?
We supply all our products in brand new conditions, occasionally problems do happen and we will of course try to sort the problem out. Please contact us and We will get back to you with instructions on what we are going to do. Please click here for further information on how to inform us of faulty items.
What if my chosen goods are out of stock?
We will contact you immediately regarding your order and discuss the situation. We will normally hold your order, and endeavour to get the goods to you as fast as possible. Please note your card is charged immediately if you place your order online
I have received some of my order but not all of it?
Sometimes due the nature of the order it may be packed in more than one box, and they can arrive at different times or it is possible one or more items were out of stock, therefore we have sent all available items and the remainder will be back-ordered for you. Some items are delivered direct from the supplier /manufacturer and may arrive separately.
I placed my order and nothing has arrived?
We dispatch orders only from Monday to Friday. So for example, if you placed your order at 10 pm on say a Friday night it will not leave here until Monday at 4pm. Alternatively it could be we are having a problem with your payment (e.g. credit card). Your card provider may not be approving the sale due to some reasons. When a card is refused we are not given the reason by the bank. We will e-mail you as soon as possible if there is a problem with your payment.
Why have you emailed me asking for further ID?
We check all orders against card holder address, if we cannot find you at the address you have given us, we may contact you for further information.
Why didn't I receive an e-mail confirmation of my order?
If you typed your e-mail address incorrectly you will not receive our e-mail confirmation of your order. Please contact us if you do not receive confirmation after 3 days of your order date.
Can you deliver to another address? We deliver to the credit/debit card billing address only. This is a standard fraud prevention measure.
Why do you need to know make model and year of car?
Many items are vehicle specific, it allows us to check that you will receive the correct items.
Are all your products road legal?
We declare items we sell as European E-marked if such products have the correct certifications. However we only rely such information supplied by the suppliers/manufacturers and we can accept no liability what so ever for any legal actions taken against you and it is in your own interests to check with the relevant local authorities regarding traffic and transport regulations. Product advice and instructions supplied (if applicable) are purely for references only. We always recommend professional fitting for our product.
Photographs and Colours Representations
Although we do our best when taking photos of our products (e.g. lighting upgrade bulbs, LED products) but photographs sometimes cannot 100% represent the true likeness of the colour in real life. Photos are for illustration purpose only and some differences might be seen after installation.
Are my goods guaranteed?
Yes they carry the manufacturers guarantee where applicable. For example, electrical items carry a 12 month UK warranty. NOTE: We accept No liability for any other costs what so ever that may arise as a result of purchasing, using or fitting products we have supplied. You should satisfy yourself that you or a competent person has fitted or attached the product correctly in accordance with the manufactures instructions (If Supplied). All the items we supply are sold on the basis of a DIY fit. We also provide fitting service and information can be found on our website. Furthermore we accept no liability for any damages that may occur as a result of using any of our products.
Special Offer and Discounted Pricing: The special offer and discounted prices seen on our website mean that these products have been sold at the crossed-out higher prices at our online store before. Special and discounted prices normally run for a certain period only. Please contact us if you need more information.
Still need more information?
We have tried to cover everything however if you still require further assistance please e-mail us and we will endeavour to answer your question.