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These are a selection of the more commonly asked questions. If you cannot find the answer here please contact us.
Are there exceptions to the FREE delivery offer ?
The FREE and £4.99 delivery charge offers apply to goods ordered for UK mainland delivery. Excluded from the offer are leaf springs, exhaust pipes, wheels & tyres, reconditioned gearboxes & transfer boxes, windscreens, body panels and various other heavy or fragile items. We will notify you promptly by email if there are additional delivery charges, in which case you may accept the charges or modify/cancel your order. The offer applies only to the initial order, not to returns, replacements or backordered items. All other UK deliveries will be charged out at cost.
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Are delivery charges higher for remote areas ?
They might be. If there are any excess delivery charges that apply to your order, we will contact you and you will be able to cancel or modify your order.
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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 get in touch.
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How do you calculate prices in Euros?
We use the money market rate on XE.com and adjust by 3% 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.
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I need to return unwanted goods for a refund.
We accept the return of unwanted goods within 2 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 responsible for all shipping costs relating to the return and/or exchange of goods. Please see our terms for more details.
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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 some 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.
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You dont reply to my emails
Please check your junk mail folder and/or filter. The vast majority of emails are replied to within 1 hour. If you are emailing outside of our opening hours of 9am to 5pm Monday to Friday (UK Time) or your enquiry is more difficult to deal with it may take us a bit longer.
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Can I phone you ?
Please see our FAQs and check your emails before phoning us. We are able to help with order status, delivery information, returns and refunds on 01772 299817 or 44 1772 299817 from outside the UK. Our call centre is open from 9am to 5pm Monday to Friday (UK Time). We are not able look up part numbers over the phone and all orders/payments must be processed through the website.
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I cant find the parts I need on the website.
Just 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.
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You have sent me the wrong parts.
All orders are triple checked 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 problem as quickly as possible.
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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.
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Availability Information
As a mail order operation many 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 dealer network or direct from the manufacturer before we are able to despatch them.
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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.
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