FAQs
Below are a selection of the more commonly asked questions. If you a struggling to find the answer your looking for please do not hesitate to contact us.
- Are there exceptions to the FREE delivery offer to the UK and France?
- Are delivery charges higher for remote areas such as the Highlands and Islands?
- How do I enter any excess shipping charges?
- How do you calculate prices in Euros?
- I need to return unwanted goods for a refund
- I need to return faulty goods
- You dont reply to my emails
- Can I phone you?
- I cant find the part numbers I need on the website
- You have sent me the wrong parts
- I am having problems using the website
- Availability Information
- I am registered for VAT in the EU. Can I buy goods from LRdirect without paying VAT in the UK?
- Do you know where I can buy Land Rover Special Tools?
- Why is there a 2% surcharge when I use Paypal to pay for my parts?
Are there exceptions to the FREE delivery offer to the UK and France ?
FREE delivery applies to goods ordered for UK (over £50+vat) or France (over 100€+vat) mainland delivery. If there are additional delivery charges,the website will normally calculate these for you based on the volumetric weight and your exact location. Any charges that the site cannot calculate, for example, maximum length surcharges will be notified by email and you may either may accept the charges or modify/cancel your order. The free and subsidised delivery offers apply only to the initial order, not to returns, replacements or backordered items. All other deliveries will be charged out at cost.
Are delivery charges higher for remote areas such as the Highlands and Islands?
There are normally extra delivery charges for remote areas and offshore islands throughout the world. If there are any extra delivery charges that apply to your order, we will contact you quickly and you will be able to cancel or modify your order as required. Please accept that these charges are out of our control and that we only pass on a portion of the extra charge, not the whole amount.
How do I enter any excess shipping charges?
If we have notified you after you have placed your order that there will be extra charges, you will need to select Excess Shipping Costs under the Admin Items section and then process them as an extra transaction through the shopping cart. You are not obliged to agree to the extra charges. If you wish to cancel or modify your order please email us as soon as possible.
How do you calculate prices in Euros?
We use the money market rate on XE.com and adjust by 2% to give a fairly accurate consumer rate. IMPORTANT: You will be charged in GB pounds when you checkout and the exact rate you receive will depend on your banks exchange rate for that day and any charges they apply.
I need to return unwanted goods for a refund
We accept the return of unwanted goods within 3 weeks of ordering. There is a restocking charge of 15%. Goods will only be accepted where we have been informed in advance and you have been given a returns number. Goods which have been specially ordered for you and/or goods which have been delivered outside the E.U are non-returnable unless they are considered to be faulty. The purchaser is normally responsible for all shipping costs relating to the return of goods but please see our industry-leading returns offer on the Britpart and Allmakes Quality Pages on this site.
I need to return faulty goods
Goods which are thought to be faulty within the manufacturers warranty period (usually 12 months) will be returned to the manufacturer for testing prior to issuing a refund. Where a fault is obvious and at our discretion we will send a replacement part as soon as we receive the faulty part back. A returns authorisation number should be obtained before sending goods back and a note describing the fault should accompany the goods. For most goods sold in the EU the warranty includes return carriage costs (subject to an agreed fault). Please refer to warranty information for individual products. For all other goods the purchaser is responsible for all shipping costs relating to the return and/or exchange of goods. Please see our terms and conditions for full details.
You dont reply to my emails
Please check your junk mail folder and/or filter. We reply to the vast majority of emails within 1 hour. If you are emailing outside of our opening hours of 9am to 5pm Monday to Friday (UK Time) we will normally respond before 10am on the next working day. If you have a parts enquiry it may take us up to 1 working day to reply as we always prioritise messages relating to existing orders or returns. If you have a difficult issue, for example a suspected faulty part or a technical issue, we will normally acknowledge your email within an hour then come back to you as soon as we have made progress on solving the problem.
Can I phone you?
Yes you can now place telephone orders if you know the part numbers of the items you require. Our operators are also able to help with order status, delivery information, returns and refunds. Call 01772 299817 or +44 1772 299817 from outside the UK. Our call centre is now open from 9am to 5pm Monday to Friday (UK Time). If you would like us to look up part numbers please use the email form on our Contact Us page.
I cant find the part numbers I need on the website
Email us with as much information as possible and we will email the part numbers to you. Please note that due to numerous overlaps and variations in parts usage on Land Rover vehicles, the responsibility for ordering the correct part numbers rests with yourself. We will send you the correct parts based on the part numbers you have entered into our system. We use the very latest part numbers in circulation as defined by the MICROCAT Land Rover parts software. Please allow up to 1 working day for answers to parts enquiries.
You have sent me the wrong parts
All orders are checked and signed off by our Goods Out department before dispatch. However, if a mistake has been made, please accept our apologies. Once you have checked your parts off against your order and discovered an error, please contact us immediately and we will try to resolve the shortage as quickly as possible.
I am having problems using the website
Please email us and we will try to help. If there is a problem with the operation of the site or the payment gateway, please let us know and we will fix it as soon as we can.
Availability Information
As a mail order operation some of our parts are sent directly to you from the manufacturer to avoid duplicated delivery costs. Items shown as available in 1-3 days will usually be delivered to ourselves via the Land Rover dealer network or direct from the manufacturer before we are able to despatch them.
I am registered for VAT in the EU. Can I buy goods from LRdirect without paying VAT in the UK?
If you email us a copy of your EU VAT Certificate, we will modify your account so that UK VAT is not charged by LRdirect. Please wait for our confirmation email before completing your order as we cannot refund VAT after you have placed your order and paid.
Do you know where I can buy Land Rover Special Tools?
Yes, the company that makes these tools for Land Rover is called SPX and you can buy Land Rover Special Tools in their online shop.
