CUSTOMER FAQ'S

• How safe is shopping on europerformance.co.uk?
• Why can't I process my order on the website?
• What do I do if my product breaks down during the guarantee period?
• How can I get a VAT receipt for my order?
• How can I reclaim VAT for my order?
• Will I get an order confirmation?
• When will my products be delivered?
• What if my order hasn't arrived?
• What if only part of my order has arrived?
• What if my order arrives damaged?
• Do you deliver or send products outside the United Kingdom?
• Are there any places where delivery might take longer?
• What if I'm not in when you deliver?
• How long will it take to receive a refund from returned products?
• What are cookies and does europerformance.co.uk use them?
• How do I use a promotion code?
• Do you offer discounts on Club or Forum or bulk orders?

We realise how important it is to securely store any information that you provide. Europerformance.co.uk maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. Click here for more information on security and privacy.

There may be many different reasons why your order does not process on the web site here is a list of problems and solutions that may answer your question.

• Authorisation of your transaction has been declined by bank
1. The bank has declined your order because you do not have enough funds in your account
2. You have entered too many wrong details into the fields and the banks doses not recognize the card at all.
• The card type does not match the card number
  1. The card type you selected does not match to the car number you have entered into the field
• The authorisation process failed
  1. Temporary problem, please try again or contact us. This is not a problem with your card or your payment method.
• The authorisation process timed out
  1. This is a temporary problem, please try again or contact us. This is not a problem with your payment method.
• Expiry Missing or Invalid
  1. You have entered the wrong expiry date, or your card may have expired.
  2. You may have not entered and expiry date into the correct fields
• Issue Number / Start Date Missing or invalid
  1. May have entered both issue number and start Date
  2. May have no entered an issue number or start Date

Look for any visible signs of the breakdown and consult the troubleshooting guide in the manufacturer's handbook or on their website. If you still need a repair, call our Customer Service team on 01799540900 or by email customerservice@europerformance.co.uk. You will be asked for details of the model number and date of purchase and your order reference number your order confirmation provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period. Please see our returns section for more information.

In the unlikely event that an issue has not be resolved to your satisfaction, please let us know by calling our Customer Service team on 01799540900 any time during our opening hours, or by sending us an email customerservice@europerformance.co.uk and we will contact the manufacturer on your behalf. Should you remain dissatisfied please write to the Customer Service department Unit 1 Brakefield, Widdington, Saffron Walden, Essex CB11 3SP.

You will find a link to obtain a VAT invoice in your order confirmation email. If you do not have your order confirmation email call customer services on 01799540 900 and they will supply you with the link. Please have your order number when calling.

We do not have the facility to deduct VAT when charging for goods. Customers who are resident in the Channel Islands and qualify for a VAT refund should email us customerservice@europerformance.co.uk or contact us on 01799540900 during our opening hours after delivery. We will then credit the amount of VAT charged in the total amount of the goods.

All orders will be confirmed via email and will include your order reference number please keep a copy of this number and quote it when calling regarding your order or on any future correspondence you send us.

Please note that on your credit card statement our transactions/refunds will be listed as Deutsche Performance Ltd not Euro Performance as this is our parent company.

First of all, check your order dispatch confirmation email (please allow estimated delivery dates to elapse before contacting us) and then log in and view your order online. Click here to sign into Your Account if your are a member to track your order. If your order has been despatched and has not arrived within the expected time period, please email customer services delivery@europerformance.co.uk or call us on 01799540900 during our opening hours.

If you have ordered more than one item on your order, please bear in mind that products may be sent out from multiple locations and therefore may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, email us orders@europerformance.co.uk or contact us on 01799540900 during our opening hours.

Please click here for our online returns form or call us on 01799540900 during our opening hours.

Currently we only deliver to mainland UK We cannot deliver to Europe or send products to the rest of the world. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescales.

Deliveries will usually be made on Mondays to Fridays between 9am and 5.30pm. If you or the intended recipient are not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund all returns are subject to a minimum 10% handling fee. We will refund the price of the item to the purchaser or exchange it as soon as it is received by our warehouse. This will usually reach that account within 7 working days. Timings will, however, depend on the speed with which your credit/debit card company process the credit. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods, we are only able to refund up to the first £10.

Add products to your basket in the usual manner then go to checkout. On the screen called "My Basket", in the section labelled 'Discount Code' enter your code then click on Verify code. The relevant amount will now be deducted from your total.

If you are part of a Club or forum are in the trade or a customer wishing to make large, one-off purchases through our sales team, we will issue you with promotional code which you can use at your convenience. The usual discount is 5% but can vary depending on the quantities you are buying.