We use cookies to make your experience better. To comply with the new e-Privacy directive, we need to ask for your consent to set the cookies. Learn more.
FAQ
Order FAQ's
How can I pay?
We offer a variety of different payment options:
Apple Pay
Google Pay
PayPal
Bank Transfer
We also offer Klarna as an external finance option.
More details on Klarna can be found by clicking here.
Can I pay with a gift voucher online?
Our gift cards can be used at the checkout under the "Discount Code" section. Just add the code on your voucher here and the amount will be taken off of your order total.
How do I amend or cancel an order?
If you need to change anything on your order, you can either contact us via email at sales@motorsport-tools.com or you can call the sales team on +44 (0) 1758 357 000.
Please note that our office hours are 08:30 - 17:00 GMT, Monday to Friday. Any contact outside of these hours may experience a delay
I haven't received an email order confirmation?
Although we've invested heavily in software to ensure order confirmation details are sent as quickly as possible to reassure our customers, there are times where server load and other factors can slow this down. If you haven't received your order confirmation email within 30 minutes we would first ask that you check any Spam/Junk folders in your email/ If you still can't find it, the please contact us via email at sales@motorsport-tools.com so we'll be able to reply to it. The prevents any issues with incorrectly inputted email addresses.
Delivery FAQ's
Why can't I purchase liquids?
There are restrictions in place with certain couriers that don't allow the transport of liquids, meaning that they can only be delivered via road and not by air. To get around this, we only offer delivery on these products to the UK. Depending on the courier, we may be able to offer it shipping to other countries, but these are decided on a case-by-case basis depending on the services available at the time.
I've paid for express delivery why has my order not arrived?
All delivery times, including Express, 24h, and other services, are from the point of dispatch, not from the point of order. We have implemented a system on our website to inform customers on lead times of certain products that are, for example, made-to-order, which will have an increased lead time prior to delivery. If you need any additional information on your order you can contact our sales team here.
Why doesn't my tracking number work?
The tracking numbers we provide are issued by the courier, or delivery service, that you have chosen at the checkout. Occasionally there are instances where these couriers may experience issues or outages that are outside of our control. We aren't often able to access any more information than we provide to out customers due to GDPR regulations, but if you have any issues with your tracking please email the sales team and they may be able to help.
Will I have to pay customs charges in my country?
If you're having an order delivered overseas (outside of the UK) then you will be liable for import duties once it arrives. All orders are sent DAP, which means that the relevant authorities in your country will be in contact with you for collection of the items and payment of the duties. Please be aware that there may be instances where customs agents may inspect the package on arrival in the country, which may lead to a slight delay, as well as some of the packaging being opened.
passwords
I didn't receive my password reset email
It is possible you have spam filters on or you have unsubscribed from all email communication from us. If you're still experiencing issues after checking these, please get in contact with us and we should be able to help.
Returns FAQ's
How can I return an item?
If you need to return an item you'll first need to get an RMA (Returns Number) for us to process. This can be done through our online portal. Once one of our Returns Team has investigated the issue, they'll get in touch with further details. This usually takes about 24 hours, but this can take longer over weekends and Bank Holidays.
How long will a refund take?
If we're processing a refund, it'll be authorised on our end immediately but this can take 3-5 days to appear in your account. This can vary depending on the payment method, but if you haven't seen anything in your account after 5 days please get in touch and we'll investigate further
Do I have to pay to return an item?
In certain circumstances the responsibility for paying for a returned item will fall on the customer. We regret to have to enforce this, but due to large amounts of spurious returns we've experienced over the past few years we've had to enforce this policy. We will cover the cost of returns in some circumstances, such as if an item arrives damaged, or if we have shipped the wrong item. But in the even that an item has been ordered incorrectly by the customer then the cost will be the responsibility of the customer.