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Information on COVID-19

COVID-19 impact on our business (updated Monday 15th June 2020)

As lockdown measures are starting to relax, and we start to look forward to the new normal, we have made some slight changes to the restrictions in some of our stores in line with the latest government guidelines.

From today (Monday 15th June), you’ll be able to visit your local Store using our Click & Collect Service for your essential items. There will still be some restrictions in place when you visit us to help keep you safe, like no browsing while you are in the Store, adhering to social distancing measures and waiting to be called by your branch for a time slot before you visit.

We’re also pleased to start receiving returns into stores, reactivating our 365-day exchange and return policy from today (Monday 15th June). To arrange a return, please visit your local branch, adhering to the social distancing measures in place. Please be aware that waiting times are expected to be a little longer as we make sure we keep everyone safe. So please bear with us.

Please note this applies to our stores in England only at this time, and branches in Wales, Scotland or Ireland, will continue to adhere to local government advice until we are advised otherwise. Information regarding your local store, can be found here.

We have made some significant changes to the way we operate to support a safe and socially distanced shopping experience, including limiting the number of people in a store at any one time, one-way queuing systems, clearly labelled social distancing throughout and screens on counters. So you can be confident when you visit any of our Stores.

 

Customer Services Update

We are still experiencing higher than normal volumes to our customer services team and so there can be a delay if you are trying to reach us. We apologies for any inconvenience caused.

Like many other online retailers at this time, we experienced a real peak in demand and our call centre teams have been dealing with an increased amount of call and email as a result. So please bear with us.

In the meantime, we’d like to thank you for your continued support, and our teams on the ground for the amazing commitment and care they are delivering every day.

 

Click & Collect

Our click and collect service is available to all customers for essential products only. Social distancing measures, in line with Government guidelines are in effect at all our Stores. Please stay safe, and follow the instructions when you reach the Store.

We are currently allocating each customer with their own collection slot. The Store team will call you once you have placed your Click and Collect order, provide you with a unique reference number, and let you know when your order will be ready for collection.

Please do not come to the Store until you have received your collection slot and order reference number.

Same Day Delivery

Our Same Day Delivery Service is £5.95, and is subject to stock availability in your local Euro Car Parts Branch. If your local Branch has the parts you need, they will be delivered the Same Day for all orders placed before 3:00pm. Just choose 'Same Day Delivery' in the checkout. This will be a no contact drop off service. The team will call you before delivery.

Economy Delivery

Our Economy Service is FREE for all orders over £15, is picked, packed and despatched from our Distribution Centre in Tamworth or subject to stock availability, your local Euro Car Parts Branch. The Delivery takes between 3-4 working days currently. For orders under £15 there will be a £3.95 delivery charge.

Next Day Delivery - ECP /DHL / DPD

Our Next Day Delivery Service is picked, packed and dispatched from our Distribution Centre in Tamworth or subject to stock availability, your local Euro Car Parts Branch. This service is available for all types of goods, with your choice of Carrier, either DHL or DPD, prices start from £4.95.

Fit It For Me

Need a part fitted urgently? Struggling to find a Garage? Use our new Fit it For Me service to find a garage local to you, and arrange your booking and contact-less drop-off/pickup service (where available, check with garage after booking).

In Store

Our stores remain closed for browsing at the moment, but you can still visit a branch to collect a Click & Collect order, if the store has called you to arrange a time slot. Please do not come to the branch unless you have received a telephone call to let you know that your item is ready.

Our preferred payment method is card at this time too, so we can provide a completely contactless service while you are with us.

 

 

FAQs

Q. Where is my order?
A. Most of our deliveries are sent via DHL, DPD or Royal Mail, and where available, we will send you an automated email with the tracking number of your order. You can also find the tracking number of your order in My Account. If you completed the checkout process as a guest, for 60 days, you can find your order status and tracking details in Track My Order.

Q. I've only received part of my order, where is the rest of it?
A. As you can imagine, like many other online retailers at this time, we're experiencing a real peak in demand at the moment, which means our delivery is a little slower than normal.

We didn't want to keep you waiting longer than needed for your whole order, so we've split it into different deliveries. Don't worry though, the rest of your order it on its way, if you haven't had it already.

If you still haven't heard from us within ten days, please do get in touch with our customer service team who will be able to look into it for you.

Q. Why are you shipping items in my order one at a time?
A. As with most online businesses, we've experienced heightened demand at the moment as the country deals with the current situation.

We didn't want to hold your whole order up, so where there's been a delay on certain items, we wanted to get the rest of your items to you as quickly as we could.

Don't worry though – the rest of your items are on their way. But if you haven't heard from us within ten days, please get in touch with our customer service team.

Q. I ordered/paid for same day/next day delivery, but it hasn't arrived yet, where is it?
A. We are putting the safety of our colleagues first and as a result, you may encounter longer wait times than usual.

Q. The part I ordered online said it was in stock but now my delivery has been delayed, why?
A. We've seen unprecedented levels of online demand in the current circumstances and are working hard to get your order to you as quickly as possible.

If there's been a change to your order, we will contact you directly to advise on an updated timeframe for delivery.

Q. Why have the delivery estimates changed since I ordered it? (delivery delays)
A. Like many other online retailers, we have been experiencing unprecedent demand as the nation has been forced to change its shopping habits. It's been a priority for us to keep our brilliant team in the distribution centre safe which has meant we have had reduced capacity at the moment, and this has unfortunately caused some delays to orders.

We're working as quickly as possible to get your order to you and apologise for the delay.

Q. My order says it's been dispatched, where is it?
A. Like many other online retailers, we have been experiencing unprecedent demand as the nation has been forced to change its shopping habits. It's been a priority for us to keep our brilliant team in the distribution centre safe which has meant we have had reduced capacity at the moment, and this has unfortunately caused some delays to orders.

Your next update will be when your tracking information is updated as your parcel makes its way through the courier network.

If your order is for multiple lines you may receive this in separate parcels, don't panic we are on it and will get the rest to your shortly.

Q. Why isn't same day delivery a delivery option for my product? (not available in store)
A. Like many other online retailers, we have been experiencing unprecedent demand as the nation has been forced to change its shopping habits. It's been a priority for us to keep our brilliant team in the distribution centre safe which has meant we have had reduced capacity at the moment. We don't like to make empty promises, so if the product you require isn't within your area, we won't offer a same day delivery option at the moment.

Q. Where is my delivery – it's been over X days?
A. Like many other online retailers, we have been experiencing unprecedent demand as the nation has been forced to change its shopping habits. It's been a priority for us to keep our brilliant team in the distribution centre safe which has meant we have had reduced capacity at the moment, and this has unfortunately caused some delays to orders.

We're working as quickly as possible to get your order to you and apologise for the delay.
Q. How can I track my order?
A. You can track your order through the 'my account' section of our website: www.eurocarparts.com/login

Q. How can I track my order if I'm a 'Guest'?
A. Up to 60 days from the date of your order, it can be tracked using 'Track My Order'. If you would like more great functionality, and to see order information for longer than 60 days, register for a free Euro Car Parts account.

Q. I can't see my order in 'My Account' and I haven't had an order confirmation email, do you have it?
A. You will need to contact our customer services team using the live chat, emailing us at custservice@eurocarparts.com or calling us on +44 (0) 203788 7842.

Please note that we are currently experiencing higher than normal calls and emails and you may encounter longer wait times than usual on the telephone, online chat and to e-mails.
Q. How can I check if a part I need is in stock in my local branch?
A. All systems are linked and if the part is not in stock, the delivery options that are offered at the point of purchase will reflect that.
Q. What are you doing to protect your customers and colleagues?
A. The safety of our people, customers and communities remains our primary concern and we're keeping our processes under constant review, updating them as required. We are limiting people at our sites and adhering to social distancing and stringent hygiene practices.
 
We've made protective equipment like gloves, antibacterial gels and wipes etc. readily available to all and are regularly cleaning our vans, branches and retail spaces, set up Perspex screens on our counters and wearing latex gloves to serve customers and while on delivery routes; we will continue to follow the latest government guidelines.

Q. How long will the changes stay in place?
A. Like the rest of the country, we'll adhere to these processes for as long as the government advises.