Frequently Asked Questions ( Faqs )

Waarom bestellen bij Decormax.nl?

Wat zijn de bedrijfsgegevens van Decormax.nl?

Waar is Decormax.nl gevestigd?

Why am I being charged for delivery on my order when it states standard delivery is free?

All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfil the delivery, there is an additional charge for these. Also, our courier company consider some surcharge postcodes ‘Out of area’. There is an additional charge for these also. You can find a list of all [oversized items here] You can find a list of all

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain eurocarparts.com to your safe senders list.

Why does it not tell us on the website that the parts will be delivered by the branch?

Due to the delicacy of some parts we take extra care in the delivery of the item. These could include body panels and large bulky items. These are either available for collection from our branches or will be delivered to you through our branch network vehicles.

Can I collect from a local store?

We offer a reserve and collect service. This is available on the checkout page. Please be aware, if the product is not available in a local store, you are unable to reserve it.

Do you deliver on Weekend?

No, our courier company do not offer the service to deliver on weekends currently.

I paid £5.95 for delivery, why did I not get it next day?

Our £5.95 delivery charge is not for a next day service, it is a charge for a specialist courier company to deliver an oversized parcel.

Why can’t I select next day delivery?

We can only offer next day on goods we have in stock at our dispatch depot.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Please visit: www.dhl.co.uk/en/express/tracking.html for International orders shipped via DHLwww.ups.com for all orders shipped by UPSwww.tuffnells.co.uk/proof-of-delivery for all oversized orders shipped by TuffnellsPlease note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (GMT/BST) Monday to Friday. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Wat is de levertijd van mijn bestelling?

Wat zijn de verzendkosten?

Kan ik de meubelen laten monteren?

Moet ik de hele dag thuis blijven als mijn meubelen worden geleverd?

Kan ik de producten ook in de winkel bezichtigen?

Ik vraag me af of de producten naar boven past, moet ik ergens rekening mee houden?

Leveren jullie ook in België?

Leveren jullie ook op de waddeneilanden?

Zijn jullie prijzen inclusief BTW?

Kan ik een product retourneren?

Heb ik bij een aankoop bedenktijd?

Kan ik een product retourneren?

Wat zijn de voorwaarden van retourneren?

Wat is uitgesloten van het herroepingsrecht?

Where is my order?

Most of our deliveries are sent via UPS and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account

Where do I find the phone number for one of your branches?

You can find details for any branch, in our store locator section. This is located at the top right of every page on our website or Find a store here.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Why does my order state available, and then find out I have to wait extra days for delivery?

We sell some item we do not stock, but available to order. This is indicated on the part itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).

Why am I missing an item in my delivery?

There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

Can I pay for a Click&Collect order online?

No, currently we only offer the service to collect and pay in store.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

For information on returning an item please Click Here.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on +44 (0) 203 788 7842.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

At Euro Car Parts we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to custservice@eurocarparts.com. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns & Refunds.

What do I do if my part is faulty?

All our products are covered under 1 year manufacturer’s warranty or 10,000 miles, whichever comes first (unless otherwise stated on the item page). You need to fill out a warranty claim form, which you can request from our customer services team, and follow the below instructions.
For Click and Collect orders or any orders purchased directly from a Euro Car Parts branch, you will need to contact the branch directly to assist you further in regards to the warranty procedure. The warranty procedure for orders placed online for home delivery needs to be followed/completed as mentioned below. Failure to do so may delay your claim. (2 Sets of the documentation is required)

Complete and return the warranty claim form
Notify us in written the course of action to be taken, description of the issue and mention of all the supportive documents that are to be attached.
Copy of original sales invoice
One set of the above mentioned, to be kept inside the box with the goods and the second set to be placed on top of the box and has to be sent to the below mentioned head office address.
Euro Car Parts T1 (Attn of Customer Service Department)
Online Returns
Birch Coppice Business Park,
Danny Morson Way,
Dordon, Tamworth,
B78 1SE
Once it is received by us we will log it in the system for the warranty procedure to be initiated and the warranty reference number would be sent via email for your future reference.
The goods will be sent back to our suppliers for inspection and based on the results of the inspection, we will reach a decision.
Please note that it would take approximately 4 – 6 weeks and we only offer a manufacturer warranty for any items that fail to operate to the stipulated standards during the warranty period.
We also recommend reading the information on https://www.eurocarparts.com/terms-and-conditions (Section 14)

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on custservice@eurocarparts.com.