Frequently Asked Questions
What courier do you use for deliveries?
We use Royal mail and DHL to send most of our UK orders.
Euro Car Parts reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
How long does it take for home delivery?
We currently offer 3 types of delivery service :standard delivery for GB Mainland in approximately 2-4 working days; Super Saver 48 Hour Delivery; Premium Next Day. More on our Delivery Services.
I placed an order on Friday for next day delivery, why did I not get it until Tuesday?
Our cut off point is 4pm, Monday to Friday. Any order placed after 4pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.
Why am I being charged for delivery on my order when it states standard delivery is free?
All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfil the delivery, there is an additional charge for these. Also, our courier company consider some surcharge postcodes ‘Out of area’. There is an additional charge for these also. You can find a list of all [oversized items here] You can find a list of all
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain eurocarparts.com to your safe senders list.
Can I collect from a local store?
We offer a reserve and collect service. This is available on the checkout page. Please be aware, if the product is not available in a local store, you are unable to reserve it.
Can I track my item?
Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Please visit: www.dhl.co.uk/en/express/tracking.html for International orders shipped via DHLwww.ups.com for all orders shipped by UPSwww.tuffnells.co.uk/proof-of-delivery for all oversized orders shipped by TuffnellsPlease note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (GMT/BST) Monday to Friday. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.
Can someone else sign for my delivery?
Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.
Do I have to pay Customs & import charges if I live outside of the EU?
Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.
The customs department of my country have asked me for further information. What should I do?
Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.
I'm new, how do I order?
At Euro Car Parts we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Firstly you need to know your vehicle information, this can be your vehicle registration number or your make, model, version and year. Enter your vehicle registration number in the “ENTER YOUR NUMBER PLATE BELOW” section or select your vehicle.
Our comprehensive catalogue system will look for the car parts for your section.
Use the Search or the menus to navigate to the part you need. Once you have found a part, check the fitment information to confirm it is the correct part for your vehicle. If in doubt feel free to call our experienced customer service team on +44 (0) 203 788 7842.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +44 (0) 203 788 7842 to place a telephone order.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
More about safely buying online
Which credit cards do you accept?
We currently accept the following credit cards on www.eurocarparts.com, in our retail stores and on telephone orders – Mastercard, VISA, Switch/Maestro, Visa Debit, Delta and Electron.
How do I apply a promotional code?
You can add a valid promotion code in the Basket.
Can I use a different payment method?
Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Can I get more information on a product?
Enter your Vehicle Registration Number on the home page on the ‘Find Car Parts’ section or enter your vehicle details, and we we filter the parts for your vehicle. Just remember to check the “Fitment Details” section to confirm the correct fitment.
Can I make an order over the phone?
Yes, telephone +44 (0) 203 788 7842, our specialist team is available to take your order 9am to 8pm Monday to Fridays and 9am to 5pm on Saturdays. We can only take an order over the phone if your delivery address and billing address are the same, and your delivery address is within the UK.
Will I get same price in store?
Prices between stores and online can vary for promotional purposes. To ensure you get the online price in store, please use the Click&Collect service online.
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
Where is my order?
Most of our deliveries are sent via UPS and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account
Where do I find the phone number for one of your branches?
You can find details for any branch, in our store locator section. This is located at the top right of every page on our website or Find a store here.
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Why does my order state available, and then find out I have to wait extra days for delivery?
We sell some item we do not stock, but available to order. This is indicated on the part itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).
Why am I missing an item in my delivery?
There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product.
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
For information on returning an item please Click Here.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on +44 (0) 203 788 7842.
What do I do if I have received a damaged item?
At Euro Car Parts we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to email@example.com. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns & Refunds.
How do I make a complaint?
If you are not happy about any service we offer or you have a general comment, feel free to write to us on firstname.lastname@example.org.