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Have a question ? You will surely find an answer in the list below. If not, a form is available to ask us your question or you may prefer to call us!

My question concerns

OUR PRODUCTS

OUR PRODUCTS

MY ACCOUNT

MY ACCOUNT

ORDERS

ORDERS

PAYMENT

PAYMENT

DELIVERY

DELIVERY

AFTER SALES SERVICE

AFTER SALES SERVICE

OUR PRODUCTS

How can I know if the part is suitable for my car ?

Our product files are written by our experienced range managers in order to help you to choose the right item. The model concerned, the month, the year and all the necessary information are indicated to enable you to identify the suitable product. We are available by phone on +33 320 683 800, via our contact form contact form or by t'chat.

I can't find the part I am looking for. What should I do?

When a product is not available on our website, we can search for it among our providers. Find the original reference and contact our commercial team by t'chat/phone or via the contact form

I can't find the brand of a product.

We may work with several providers for the same article. Depending on delivery, the brand of a product may change. Please contact us (phone, t'chat, or contact from) to know the current brand in stock.

I don't see the dimensions of a product on the website. How can I find this information?

To know the dimensions of a product, you can contact us via our contact from , t'chat or telephone, specifying the product reference on our website. We will ask our logistics team to measure it if it's in stock or we will ask our providers. The answer will be sent to you by email.

The received product is not suitable for my car.

For safe and optimal installation, it is best to seek the expert advice of a specialist. After verification, please contact our after sales service to find the best solution together. You can contact us via the contact from and choose "after sales service" for a quick answer.

I have changed my mind and want to return a product. How long do I have to return it?

You have 14 days after you receive the package to exercise your right of withdrawal. You must return your product without excessive delay, and in any case no more than 14 days after informing us of your decision to cancel the order, (excluding special orders, which is specified in the product description). If you want to use this right of withdrawal, you can also contact us via this contact form

A deposit has been automatically added to my cart. Why?

It's a reconditioned product for an exchange. This deposit will be refunded after the return of your old product and with the provider's agreement. For the refund of the deposit, the part you return must be complete and identical to the part for the exchange. Refund will not be accepted for returned products with the following defects: -exterior damage to the body - damaged attachment points or holes - rust inside the part - incomplete part

Is my product in stock?

Product availability on our website is indicated by a traffic light. Green light: The product is in stock. Blue light: The product is not in stock and the estimated delivery time is indicated. You will be reminded of this in your shopping cart. Red light: The delivery time is at least 3 weeks. It is also possible that our provider does not have the product in stock. Please consult our website later to see if availability has changed.

I can't find the original reference.

The original reference is indicated on the product (in general engraved). You may not be able to see it because the product is old or damaged. If not, you can contact a brand dealer to obtain the original reference.

I don't know if the accessories (mounts, seals, etc.) are delivered with the product.

Some accessories are delivered with the product, which you can see in the product description.  If not, you will see the associated products below the product description. In this way you can choose the accessories required for your product.

MY ACCOUNT

I am a professional of the automotive sector. Am I entitled to any discounts?

Professionals of the automotive sector can benefit from discounts that differ according to the product. To do this, register under the "pro subscription" tab on our website, adding an official company registration document. We will send you a first email to acknowledge receipt of your request. Then, after validation, you will receive a second email with your login credentials.

I want to become a customer. What should I do?

Please follow the link to the registration form on our website and enter your information. You can track all your orders and emails 24/7 via your customer account.

I am a private Customer. Am I entitled to any discounts?

From €100 of purchases (excluding shipping fees), you will receive a loyalty voucher for 3% of your order within 21 days. This voucher is valid for 3 months and can be used directly in your shopping cart during your next order.

I am a registered professional whose company is relocating. How can I change my information?

When you change your business address, please notify us as quickly as possible in order to update your customer account. To do so, please send a new company registration document to the following address: [email protected] Processing can take up to 72 business hours.

I am the president/a member of a club. Am I entitled to any discounts?

As president/member of a club or a forum in the automotive sector, please send your request by email to [email protected] After examination of your application within 2 or 3 working days, we will answer you by email.

I am a registered professional and I want my order to be delivered to another address. Is it possible?

If you are registered as a professional, your order can be delivered to another address.  To do so, please send us a signed and stamped statement in the name of your company in which you declare that your orders are to be delivered to another address, which by this fact is declared to be your professional address.

ORDERS

How can I track my order?

If you choose delivery at home or in a Relay Point: you will receive an email when the package leaves our warehouse. You will also find the invoice in this email. The tracking number will enable you to track the package on the carrier's website. You will also find this information on line under the "Orders" tab after logging in to customer account  If you choose to pick up the package at our shop in Wambrechies (France), you will receive an email when the package is ready. Please do not come before you receive this email. You may be asked to show one or two identity documents in order to pick up your order. Our advisors will be happy to welcome you and give you priority service.

I have the agreement for a partial or full refund of my order. When will I receive it?

When we request a refund, it is automatically sent to the accounting department. If you paid by credit card or PayPal, allow 2 to 7 working days for processing, depending on your bank. If you paid your order by bank transfer, we will ask you for your bank information in order to make the refund by bank transfer.

How and when will I receive my invoice?

Your invoice will be sent by email in PDF format when the package leaves our warehouse. You can easily find free software on line (Adobe Reader) to read this kind of file.

How are the shipping fees calculated?

Shipping fees are automatically calculated according to the weight and volume of the products, the delivery mode and the destination when you add the products to your cart. From €2.90 when delivered to a Relay Point and €3.90 to your home.

I've just placed an order. Which transport company will deliver it?

We work with different service providers: the Post Office - TNT - Mondial Relay. You can also pick up your order at our shop in Wambrechies (France), 6 allée Saint Eloi. We can also prepare your package and make it available to your own carrier. To do so, please contact us by phone on +33 320 683 800

I have a voucher on my customer account. How can I use it?

You can use your vouchers only by phone on +33 320 683 800. When you place your new order with your advisor, please mention that you want to deduct your voucher from this order.

The shipping fees for my shopping cart are estimated. What should I do?

For some shipments abroad and/or some bulky products, shipping fees are estimated according to the weight/volume ratio. You must first validate this estimate at the bottom of the page. You will then receive another email with the estimate of the shipping fees. To confirm your order, click on the link in this email to access your cart to pay for your order.

I am waiting for a refund. How will I receive it?

As a safety precaution, we refund your payment by the same payment mode used when placing during your order. If you paid by bank transfer, we will ask you for your bank information in order to make the refund.

I have changed my mind and want to return a product. How long do I have to return it?

You have 14 days after you receive the package to exercise your right of withdrawal. You must return your product without excessive delay, and in any case no more than 14 days after informing us of your decision to cancel the order, (excluding special orders, which is specified in the product description). If you want to use this right of withdrawal, you can also contact us via this contact form

You haven't sent me my order yet and I want to cancel it. What can I do?

For optimum treatment of your request before the preparation of your order, we advise you to contact us by phone on +33 320 683 800 or by t'chat. You can also use your right of withdrawal on line. To do so, follow this link to view the conditions and request cancellation

I want to pay in 3 or 4 instalments. What are the conditions?

The payment in 3-4 times is allowed for our French customers only.

I choose the delivery "at the store". How many times do I have to come pick up my order?

After validation of your order with "in-store pick up", the items you have ordered are prepared and reserved for 10 to 15 days.

I have chosen delivery to a Relay Point. How long will my package be available in this relay point?

The package remains available at the Relay Point for 10 working days. You will also receive emails from Mondial Relay to remind you to pick up the package before it is returned to our warehouse.

I have chosen delivery to my home. What happens if I am not there?

If you are not at home to receive the delivery, the transport company will leave a delivery note to inform you of delivery the following working day or, if you are not present the following day, your package will be available at your nearest Post Office or Relay Point for TNT deliveries.

I am a registered professional and I want my order to be delivered to another address. Is it possible?

If you are registered as a professional, your order can be delivered to another address.  To do so, please send us a signed and stamped statement in the name of your company in which you declare that your orders are to be delivered to another address, which by this fact is declared to be your professional address.

My product will be delivered directly by your provider. When will I receive my order?

You will receive an email which notifies you that your order will be delivered directly by our provider. From the reception of this email the approximate delivery time will be 7 to 10 days. To track your order in this case, please contact us by phone, t'chat or contact from and we will track it for you with our provider.

When will I receive my order?

Delivery time is given in hours (h)and working days (d), to which you should add one day after validation of payment to prepare your order. Click here to see the delivery times provided by our carriers.

I am about to validate my order. How can I pay for it?

Different payment modes are proposed: - credit card (Visa, MasterCard, American Express) - PayPal - Payment in 3 or 4 instalments with your credit card - Oney Bank network cards - bank transfer - cheque. For more information about payment conditions, please follow this link The terms and conditions of these payment modes are set by our bank service providers.

I want my order to be delivered to a different address. What should I do?

If you want your order to delivered to a different address, you can indicate a delivery address that is different from the invoice address when you place your order. When the package is already in the process of being delivered by the Post Office, modification is not possible. However, if you package is in the process of being delivered by TNT, we can modify the delivery address under certain conditions. To do so, please contact our customer service by phone or t'chat.

I have just paid by bank transfer. Have you received it?

The banks transferts from foreign countries arrive between 3 and 8 working days.

PAYMENT

I have the agreement for a partial or full refund of my order. When will I receive it?

When we request a refund, it is automatically sent to the accounting department. If you paid by credit card or PayPal, allow 2 to 7 working days for processing, depending on your bank. If you paid your order by bank transfer, we will ask you for your bank information in order to make the refund by bank transfer.

I want to pay by credit card. Is it a secure page?

All our pages are secure, especially our payment system. We have chosen the payment platform proposed by ADYEN, the leader in secure international multi-channel payment solutions, risk prevention and fraud management.

I have a voucher on my customer account. How can I use it?

You can use your vouchers only by phone on +33 320 683 800. When you place your new order with your advisor, please mention that you want to deduct your voucher from this order.

I am waiting for a refund. How will I receive it?

As a safety precaution, we refund your payment by the same payment mode used when placing during your order. If you paid by bank transfer, we will ask you for your bank information in order to make the refund.

I want to pay in 3 or 4 instalments. What are the conditions?

The payment in 3-4 times is allowed for our French customers only.

DELIVERY

How can I track my order?

If you choose delivery at home or in a Relay Point: you will receive an email when the package leaves our warehouse. You will also find the invoice in this email. The tracking number will enable you to track the package on the carrier's website. You will also find this information on line under the "Orders" tab after logging in to customer account  If you choose to pick up the package at our shop in Wambrechies (France), you will receive an email when the package is ready. Please do not come before you receive this email. You may be asked to show one or two identity documents in order to pick up your order. Our advisors will be happy to welcome you and give you priority service.

I've just placed an order. Which transport company will deliver it?

We work with different service providers: the Post Office - TNT - Mondial Relay. You can also pick up your order at our shop in Wambrechies (France), 6 allée Saint Eloi. We can also prepare your package and make it available to your own carrier. To do so, please contact us by phone on +33 320 683 800

I choose the delivery "at the store". How many times do I have to come pick up my order?

After validation of your order with "in-store pick up", the items you have ordered are prepared and reserved for 10 to 15 days.

I have chosen delivery to a Relay Point. How long will my package be available in this relay point?

The package remains available at the Relay Point for 10 working days. You will also receive emails from Mondial Relay to remind you to pick up the package before it is returned to our warehouse.

I have chosen delivery to my home. What happens if I am not there?

If you are not at home to receive the delivery, the transport company will leave a delivery note to inform you of delivery the following working day or, if you are not present the following day, your package will be available at your nearest Post Office or Relay Point for TNT deliveries.

I am a registered professional and I want my order to be delivered to another address. Is it possible?

If you are registered as a professional, your order can be delivered to another address.  To do so, please send us a signed and stamped statement in the name of your company in which you declare that your orders are to be delivered to another address, which by this fact is declared to be your professional address.

My product will be delivered directly by your provider. When will I receive my order?

You will receive an email which notifies you that your order will be delivered directly by our provider. From the reception of this email the approximate delivery time will be 7 to 10 days. To track your order in this case, please contact us by phone, t'chat or contact from and we will track it for you with our provider.

When will I receive my order?

Delivery time is given in hours (h)and working days (d), to which you should add one day after validation of payment to prepare your order. Click here to see the delivery times provided by our carriers.

To find out if we deliver to your country, please go to your shopping cart via this link Then, you can select your country in the drop-down menu in " Place of delivery". If you do not find your country, you can choose "OTHER COUNTRIES" and we will contact you by email with an estimate.

To find out if we deliver to your country, please go to your shopping cart via this link Then, you can select your country in the drop-down menu in " Place of delivery". If you do not find your country, you can choose "OTHER COUNTRIES" and we will contact you by email with an estimate.

AFTER SALES SERVICE

I have received a damaged part. What can I do?

We are sorry for this inconvenience. If the product arrived broken or damaged, please contact us as soon as possible by phone on +33 320 683 800, via our contact from ( include a photo of the product) or by t'chat. We will find the best solution for you.

The item I received is not what I ordered. What should I do?

Please contact our advisors by phone on +33 320 683 800 or by email via our contact from to inform us. We will ask you to send us a photo of the item you have received.

What should I do if I don't receive my package?

First, please track your package on the transport company website (Post Office, TNT or Mondial Relay) thanks to the tracking number you received by email when the package left our warehouse. If you cannot track your package on line, you can then contact us by phone on +33 320 683 800 or by email using our contact from. We will contact the different service providers and inform you when you will receive your order.

I have to return a product. Do I have to pay the shipping fees?

We are sorry for this inconvenience. Please contact our customer service by phone, email, t'chat or contact from to understand the reason for the return. If the error is ours, we will pay the shipping fees for the return.

An item is missing from my package. What should I do?

We are sorry for this inconvenience. First, check that the missing part is not hidden in a corner of the package or hidden in the packaging of another part. After verification, please contact our customer service by phone on +33 320 683 800, by t'chat or by email using our contact from

I have changed my mind and want to return a product. How long do I have to return it?

You have 14 days after you receive the package to exercise your right of withdrawal. You must return your product without excessive delay, and in any case no more than 14 days after informing us of your decision to cancel the order, (excluding special orders, which is specified in the product description). If you want to use this right of withdrawal, you can also contact us via this contact form

You haven't sent me my order yet and I want to cancel it. What can I do?

For optimum treatment of your request before the preparation of your order, we advise you to contact us by phone on +33 320 683 800 or by t'chat. You can also use your right of withdrawal on line. To do so, follow this link to view the conditions and request cancellation

My part is faulty after use and it is under warranty. What should I do to apply the warranty?

Please contact us by phone on +33 320 683 800, by email, by t'chat or contact from in order to establish a diagnosis. Before you return the product, we will send you a warranty application. This request must be duly completed and returned to us. After we receive it, we will contact you and give you the best solution.

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