Frequently Asked Questions

Placing an order

• How can I find a product in the shop?
  First, choose your car make and then your car model. If your car model is not listed, please contact us.
• How do I place an order?
  If you have found the desired product for your car, press "Add to cart". Then click "Show cart". With the button "Checkout" you will start the checkout procedure.
• Can I cancel an order and how does this work?
  You can cancel your order within 14 days after receipt. The returned article must be complete and - as far as reasonably possible - in the original factory condition and packaging. Before returning the product always first contact us. For more information see Complaints & Returns.
• What happens with my order when it is temporarily or permanently not available?
  In that case we will contact you as soon as possible. You then have the choice to either cancel the order or, if possible, to accept a longer delivery time.

Delivery of your order

• What is the delivery time of my order?
  The delivery time depends on the destination country and whether the ordered product is in stock. Within the Netherlands all packages are delivered within 1 to 2 working days. In the rest of Europe this takes 2 to 7 working days, for a complete overview click here.
  We offer some products which are not in stock, we order them directly at our supplier. An extra delivery time is indicated underneath to the "Add to cart-button". It can happen that a product is temporarily out of stock, resulting in a longer delivery time. In this case you will be informed on time.
• What do the different stock statuses mean?
  - Available from stock: the product is in stock, if you place your order before 14:30 it will be shipped on the same working day.
  - 3-5 working days: the product is not in stock, we will ship it out to you in 3-5 working days.
  - 5-7 working days: the product is not in stock, we will ship it out to you in 5-7 working days.
  - 10-15 working days: the product is not in stock, we will ship it out to you in 10-15 working days.
• Who is the forwarder of my product?
  This varies per destination and with the size of the product. Small products are sent by us with a parcel service. Larger products often need to be sent with a cargo carrier. For a complete overview, click here.
• What are the shipping costs?
  These depend on the destination and the size of the product. The shipping costs will be shown during the checkout, before you finally pay. So you can still decide to abort the ordering process. For a complete overview, click here.

Payment

• With which methods can I pay at CarParts-Expert?
  You can checkout your purchases in our webshop in a safe and easy way. Available payment methods for the European Union are: PayPal, Credit Card and a manual payment in advance by bank. Furthermore we also offer payment methods which are depending on the destination country: Sofort Banking (for Austrian, German, Italian, Polish, Spanish or Swiss customers only), Bancontact/Mr. Cash (for Belgian customers only) and iDeal (for Dutch customers only). 
• Do I pay safely on this website?
  CarParts-Expert guarantees a safe environment for customers to make the payment of their orders. At iDeal (for Dutch customers only), credit card, Sofort (for Austrian, German, Italian, Polish, Spanish or Swiss customers only) as well as Paypal you checkout in a secure internet payment environment. During your transactions you have exclusive and direct contact with your own bank or PayPal. For more information see Payment.
• What is the refund term of my purchase amount after a return or cancellation?
  If the product is received back by us in good order and/or your complaint is justified, we will refund the purchase amount to your account within 14 days.

Warranty

• How long is the warranty period on my product?
  We offer 3 months warranty on product faults. Normal wear and tear is not covered by the warranty.
• What should I do if my product is damaged when I receive it?
  In that case you should contact us immediately. In consultation with you, we will send you a replacement and take the damaged product back.
• I have purchased a painted product. Now it turns out that the paintjob is not good. What should I do?
  Please contact us. We offer a customer satisfaction guarantee: if your complaint is justified, we will refund you the additional cost of the painting or we will take the product back completely. In the latter case we will refund you the full purchase amount, after we have received the product back.
• What should I do when my product shows a defect after a while?
  Contact us. If it is a product fault we will send you a replacement. Normal wear and tear is not covered by the warranty.

Returns

• What kind of possibilities are there to return the product?
  Before returning a product you should always first contact us. For more information see Complaints & Returns.
• What are the costs for a return shipment?
  If you want to return the product because you want to cancel the purchase, you will have to bear the direct costs of returning the goods. If it is a complaint we will review on a case-by-case basis whether we want to receive the defective product back. When yes, CarParts-Expert will bear the costs of returning the goods.
• What is the shipping method for returning products?
  If it is a warranty case, CarParts-Expert will arrange for the return shipment, that is: if we want to receive the product back at all. If you want to return the product because you want to cancel the purchase, you need to arrange for the return shipment yourself. This is often possible through a post headoffice nearby. In that case the return costs are to your own expense.
• What is the refund term of my purchase amount after a return shipment?
  If the product is received back by us in good order and/or your complaint is justified, we will refund the purchase amount to your account within 14 days.
• How do I reach customer service?
  By phone on +31-416-235 600 or by e-mail on info@carparts-expert.com on working days from 9:00 to 17:00.