Frequently Asked Questions
Below are a selection of the more commonly asked questions. If you are struggling to find the answer you're looking for please do not hesitate to contact us.
- What is the difference between OE, OEM, Branded OEM and ORIGINAL EQUIPMENT?
- What do C8, L8, M8, and Z8 mean?
- Okay, but what does TR mean?
- What does "Subject to LR Stock" mean on a genuine Land Rover parts listing?
- What happened to the Tracked Post shipping option in the shopping cart?
- Are delivery charges higher for remote areas such as the Highlands and Islands?
- How do I pay for Shipping Charges or Parts Upgrades that I have agreed with LR Direct?
- What if I want to use a freight forwarder or other shipping company to deliver my goods?
- How do you calculate prices in other currencies?
- I need to cancel all or part of my order and return unwanted goods for a refund
- I need to return faulty goods under warranty
- Who pays import duties on returned goods?
- Why are Genuine Parts for sale to trade only and non-returnable?
- Why don't you reply to my emails?
- Can I phone you?
- I can't find the part numbers I need on the website
- Can I rely on the product photographs?
- Who owns the photographs, can I use them?
- 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® Range Rover® Special Tools?
- Why is there no longer an option to pay for priority despatch?
- Can I use Paypal to pay for my parts?
- Can I pay by bank transfer?
All of these terms mean that the part was made by the Original Equipment Manufacturer. We do not distinguish between OE and OEM, these short descriptions are based on the information that the supplier has given to us. In most cases the part is exactly the same as the original quality part except that it has been supplied through the aftermarket.
What do C8, L8, M8, and Z8 mean?
We offer all the product options of every available part sold by the main Land Rover parts suppliers, because of this, we use the above terms as suffixes on the end of part numbers to denote where a specific product is generally supplied from:
• C8 products are usually supplied by Britpart
• L8 products are genuine Land Rover parts
• M8 products are normally supplied by Bearmach
• Z8 products are normally supplied by Allmakes
Okay, but what does TR mean?
We use the Trade “TR” suffix on product options where we provide a trade discount when ordering over a certain quantity. The quantity threshold can be found in the Note field when viewing products.
What does "Subject to LR Stock" mean on a genuine Land Rover parts listing?
We are currently listing all genuine Land Rover parts available through Land Rover UK. However, we do not have any official connection to Land Rover and we are unable to obtain accurate stock information without placing an order. Approximately 15% of the genuine parts listed are found to be obsolete or out of stock at the time of purchase. This is much more common with parts for older vehicles. Please be reassured that we will cancel or refund the item immediately if we receive "nil stock" information from Land Rover UK.
What happened to the Tracked Post shipping option in the shopping cart?
Due to numerous complaints about international postal delays, we will only be using mainstream courier options such as DHL and DPD until further notice. We hope you understand that the postal problems were not reflecting well on ourselves as we almost always dispatch your goods on time. Depending on feedback we may enable re-enable postal services for selected countries in the future.
Are delivery charges higher for remote areas such as the Highlands and Islands?
Normally higher delivery charges apply for remote areas and offshore islands throughout the world. If these charges are applicable they will be calculated in the shopping cart. LRDirect will not ask for extra money later if they are not. If your address cannot be reached by our carriers then we will give you the option to cancel your order or have it delivered to an accessible location.
How do I pay for Shipping Charges or Parts Upgrades that I have agreed with LR Direct?
If you have agreed to pay for shipping after you have placed your order or need to upgrade some parts, you will need to select Extra Charges Agreed under the Administration sub category and then process them as an extra transaction through the shopping cart. If you do wish to cancel or modify your order please email us as soon as possible after placing it.
What if I want to use a freight forwarder or other shipping company to deliver my goods?
All items will need to be checked for damage & signed for by the addressee or a representative of the addressee company upon receipt of our delivery to the address provided at checkout. Damaged and missing parts are handled in the normal way as per our FAQs and ToS irrespective of the addressee. If any item is damaged after we have delivered your order to the designated address then unfortunately we will not be able to process a claim.
How do you calculate prices in other currencies?
The LRDirect website displays accurate prices in almost all currencies. You can choose the currency and the shipping destination by changing the country in the right-hand side of the header. The price you see is the price you pay in the checkout and no currency exchange charges will be levied by your card provider as long as you choose your own country's currency. For example, if your debit/credit card is registered in Australia, you should choose "Shipping to: Australia" and the prices and checkout will function in Australian dollars.
I need to cancel all or part of my order and return unwanted goods for a refund
Most goods supplied to consumers in the UK can be returned for a full refund, including basic carriage charges, within 14 days of ordering. Genuine Land Rover parts are not for sale to consumers and therefore cannot be returned. Please be aware that return carriage charges are the sole responsibility of the purchaser. For UK businesses or purchasers outside of the UK we don´t extend the right to a carriage refund. We cannot return branded goods if the packaging is missing or damaged. Most unwanted goods are returnable within 3 weeks subject to a 10% handling charge. Please inform any returns to us in advance by email and we will issue a returns number to enable speedy processing. See our terms and conditions from 10.1 onwards. Please email firstname.lastname@example.org
I need to return faulty goods under warranty
Goods which are thought to be faulty within the manufacturers warranty period (usually 12 or 24 months) will usually 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 UK the warranty includes return carriage costs (subject to an agreed fault). Please ask us for technical help if you are not sure that the product is at fault. We have a team of technicians can advise you on the correct fitment and setup of almost every part. 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. Please email email@example.com
Who pays import duties on returned goods?
Please note that LRDirect never agrees to pay import duties to the carrier of your returned goods or directly to Revenue and Customs in the UK. All goods being returned must be marked as zero value and marked as returns or gift or they will be refused at our premises. In cases where we have signed for returned goods and we are charged for import duties we will pass these costs onto the sender and deduct them from any refund that is due. Please be very careful not to trigger UK import duties when returning goods. Please email firstname.lastname@example.org
Why are Genuine Parts for sale to trade only and non-returnable?
Unfortunately we are no longer able to meet the requirements to sell Genuine Land Rover goods to consumers. Consumer law requires a 3 week no-cost return period for unwanted goods and we are subject to a strict 2 week return period to return unwanted goods to the manufacturer. No allowance is made for mail order transit time. Therefore, we have taken the difficult decision that we will only supply Genuine Land Rover goods to trade customers on the following basis: Unwanted goods are non-returnable and there are inspection and refund delays of up to 12 months on some parts returned as faulty. We are working with our suppliers on both issues.
Why don't you reply to my emails?
Please check your junk mail folder and/or filter. We aim to reply to customer service emails within 2 hours. If you are emailing outside of our opening hours of 8:30am to 5pm Monday to Friday (UK Time) we will normally respond before 10am on the next working day. If you have a difficult issue, for example a suspected faulty part or a technical issue, we will normally acknowledge your email quickly then come back to you as soon as we have made progress on solving the problem.
Can I phone you?
Yes. Our Customer Service staff are here to help with order status, delivery information, returns and refunds enquiries. Please call +44 (0) 330 808 2053. Our call centre is now open from 8:30 to 17:00 Monday to Friday (UK Time).
I can't find the part numbers I need on the website
We have put together a FINDING PART NUMBERS page showing the best resources for identifying the correct parts for your Land Rover. We have also built an accurate catalogue area called "Parts By Model" which currently identifies 12,000 parts and is growing on a daily basis.
Can I rely on the product photographs?
The product photos on this website are displayed for the purposes of identifying the correct part number. However, we do not have a photograph of every brand option. You can rely on the BRAND text to show the origin of the part being supplied. Very occasionally, a product photo may show extra items (clips, fasteners, trim) which are not included with that official part number and may not be supplied with every brand option. If you are affected by this, please contact us before fitting the part and we will arrange for additional items to be sent out or arrange a free return. We will also remove any misleading photo from the site asap.
Who owns the photographs, can I use them?
All product photos on this website are owned by either LRDirect, Britpart, Allmakes or Bearmach. Under no circumstances can any of the pictures be used for commercial purposes or displayed on any other website. We permit the use of LRdirect owned product photographs for the purposes of identifying individual part numbers.
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 resolve the shortage as quickly as possible. Please email email@example.com
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.
Items marked as IN STOCK are in stock and only in rare circumstances will the stock information be wrong. Items shown as available in 1-2 days are delivered to us from the supplier and we will normally send your full order on the same day that it is complete in our warehouse.
I am registered for VAT in the EU. Can I buy goods from LRdirect without paying VAT in the UK?
The UK has left the EU and the VAT situation has now changed. Under IOSS rules we collect the VAT at the time of ordering and we provide documents to business customers who are eligible to claim it back from their tax authority.
Do you know where I can buy Land Rover® Range 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.
Why is there no longer an option to pay for priority despatch?
We have decided to cease our 2 speed despatch system in the interests of shorter lead times for all customers. Our system is now first-in-first-out, subject to the availability of parts. We currently despatch 98% of orders within 2 working days.
Can I use Paypal, Klarna or Amex to pay for my parts?
Our international payment processor Global-E accept a large range of payment methods which are selectable in the checkout.
Can I pay by bank transfer?
As we are now selling direct in almost all currencies we are no longer accepting bank transfers. By accepting payments in your own currency from debit/credit cards, not only are currency exchange costs minimized, but we are also able to despatch goods without waiting for your funds to clear in our bank account.