FAQs

• Question: I do not understand all these numbers 450, 451 etc. What do they all mean?
• Answer: These are manufacturer references identifying one model from another. For a full explanation please visit: Which smart is mine? section
• Question: I am having trouble trying to pay during Checkout. What am I doing wrong?
• Answer: The most common reason for payment failure relates to the definition of your Billing and Shipping Addresses.Your Billing Address is the address that your credit/debit card is registered to and MUST be used as your first address. No correspondence/goods will be sent to this address unless you also select it as a Shipping Address.Your Shipping Address is where you would like your goods AND any additional paperwork sent to. It does not have to be the same as your Billing Address.
• Question: What is this 3D-Secure, Verified by Visa or Mastercard Secure when paying by card?
• Answer: This security facility is provided by ALL of the major credit/debit card providers to further protect you (and them) from fraudulent use of your card. Note, once you are taken to the payment pages you will have left our site and hence will not be sharing this information with anyone but your own bank so it is completely secure.
• Question: How long will it take to receive my order?
• Answer: The majority of items are processed the same/next working day, then depending on where you reside will be delivered in 1-2 working days within the UK, 2-5 working days in Europe and 3-6 working days for the rest of the World. We aim to keep you fully informed of any expected delays outside of these times. You will receive a confirmation email on placing your order, a processing order and a dispatched email when your package has been handed to the delivery service.
• Question: Can you provide me with a tracking number?
• Answer: We will provide you with your tracking number via email when it is ready to be dispatched.
• Question: Which delivery service will be used in my country? (for overseas orders)
• Answer: We do not know exactly! Sometimes GLS are used in Europe, other times La Poste is used in France for example. USPS have been known to deliver items in the US. We cannot be sure as it depends on what agreement our couriers have in place at the time with those abroad.
• Question: Can my order be sent by a particular courier?
• Answer: We cannot promise this. We use the most efficient/cost effective courier for every delivery based upon the destination, size and weight of your parcel.
• Question: Can I use my own courier or collect my order by a third party?
• Answer: I am sorry but due to security reasons we cannot allow this.
• Question: Can I collect my order directly from your premises?
• Answer: Yes, however you will have to pay in person at the time of collection and will not be able to use our online payment methods. You cannot later cancel your order if you collect - any payment you may have already made online can be refunded to you.
• Question: I've changed my mind and wish to cancel my order is this possible?
• Answer: Yes (excluding certain personalised items or emailed items). You can cancel all or part of your order at any time prior to delivery or up to 14 working days after you have received your order for any reason. Return delivery costs are at your own expense and we strongly recommend that you use a tracked and insured service as it is your responsibility to ensure that the items are returned to ourselves in an "as-new" condition.
• Question: I'm confused, if I sit in my car I sit on the right (/left) but if I get out and walk around to the front my seat is now on my left (/right). So which is left and right in your listings?
• Answer: All listings refer to the cars left and right as viewed from inside the car in the same way as a right-hand-drive car has its steering wheel on the right or a left-hand-drive car has the steering wheel on the left.
• Question: Where is my vin/chassis number?
• Answer: On early 450 models you will find your vin number under the rear lip of the carpet in the boot/trunk area.On 451 models it is on the front windscreen (outside) in the bottom corner. In addition, it can also be found, along with the 452 & 454 models on the drivers door shut/vehicle frame.
• Question: Why do I get the message, "Sorry, we're unable to deliver this order to you." during Checkout?
• Answer: There are a few items on our shop which, due to shipping restrictions, can only be delivered to certain countries. If you are getting this message it means that one or more of the items in your cart (aerosols for example) cannot be delivered to your chosen country and need to be removed before you can continue.