Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at info@sussexautos.com.

Delivery

Yes you can!

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/cell phone 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 DHL

www.ups.com for all orders shipped by UPS

www.tnt.com/express/en_gc/site/shipping-tools/track.html for TNT orders

https://www.fedex.com/apps/fedextrack/?action=track for FedEx orders

Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 1730pm (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.

Yes they can. It does not have to be the addressee. Signatures are logged for security purposes. Any signature at the address will be accepted as proof of delivery.

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our customer service team via email with your order number and tracking number. We will do our very best to help resolve the matter as quickly as possible.

No we do not. Our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

We offer a click and collect service. 

Please be aware if you select this option, our warehouse is located in Hailsham, East Sussex, United Kingdom.

For more information on our location, visit our Contact page.

Yes we can! If you have a question about shipping, please contact us.

We offer the following delivery options for the UK:

Next day – before 10.30 am;

Next day – before noon;

Next day – standard;

1st class post;

Registered Post.

Most of our International deliveries are next day, however, this may be up to 2-3 days depending on where in the world you are located.

If you have any concerns regarding your delivery, please contact us.

Most of our UK orders are sent via DHL and UPS, and international order sent via UPS,DHL,TNT and FedEx.

We’ll send you an email with the tracking number when the order is placed.

Otherwise you can log into your account to find your tracking number.

We do our best to send every item in your order, however, sometimes 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.

We sell some items that we do not always stock, but are available to order. Where possible, this is indicated on the part. 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!

If you have any concerns, please contact us.

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

We have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

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.

Payments

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

We have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

Customer’s ordering from outside the European Union can contact us via telephone or e-mail and quote the order reference number. Our customer services team will go through the process to remove the VAT off of their order.

Yes, all of our prices include VAT.  

You can apply a promo code in your cart.

Yes it is. We use industry standard encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.

The Sussex Autos webshop will display pricing in GBP. If you have any queries about our pricing, please contact us.

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

We currently accept the following credit cards on www.sussexautos.com, for click and collect and on telephone orders:

- Mastercard

- Mastercard Debit

- Visa

- Visa Debit

Products

Yes you can! Please call our customer service team on +44 (0) 1323 848886. We are able to take telephone orders Monday – Friday 0815 am to 1715 pm.

Sorry to disappoint, but no we don’t.

We are able to recommend garages near you to fit parts – just ask us, we’re happy to help!

No! We are able to sell to everyone!

Yes we can! If you have a question about shipping, please contact us.

Yes, all of our prices include VAT.

We do try to give you as much information as possible on all of our products, however, if you require any additional information then please call our customer service team on +44 (0) 1323 848886 or email info@sussexautos.com, they will try to provide you with all the information you require.

Once you’ve selected you’ve visited our catalogue page, you select your transmission (Automatic or Manual). When you are on the appropriate transmission page you can:

Manually search through our manufacturers;

Search for a specific manufacturer; or

From the drop down menu:

Select the manufacturer of your vehicle;

Select the model of your vehicle;

Select the year of your vehicle; and

Select the engine of your vehicle.

The correct transmission and parts for your vehicle will be filtered by using our manufacturer selection process.

If you are having any issues finding the correct parts for your vehicle please contact us for support.

No worries! If you can’t see it – please contact us and we’ll see if we can sort it out for you!

At Sussex Autos 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 may need to return an item. Please follow the following procedure should you receive a damaged item:

We require images to be emailed to us evidencing all damaged caused.

Please email all images to info@sussexautos.com.

Ensure you include your reference number, a copy of your invoice, an image of the parcel you received as well as images of any damaged product.

Items which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimate time please call call us on +44 (0) 1323 848886.  

All of our products are covered under a 12 month warranty, except where otherwise stated. You will need to fill out a warranty claim form which you can request from our customer service team, then follow the below instructions:

- Complete the return and warranty claim form;

- Describe the course of action to be taken, description of the issue and attach any further supporting documentation;

- Provide a copy of the original sales invoice.

Please be advised that we require 2 sets of the documentation.

One set of the aforementioned documentation is to be kept inside of the box with the goods. The second set is to be attached to the return box and sent to:

Sussex Autos

Attn Online Returns Department

Unit 40 Station Road Industrial Estate

Hailsham, East Sussex

BN27 2EY

Once it is received by us we will log it in to the system for the warranty procedure to be initiated and the warranty reference number will be sent via email for future reference.

The goods will be inspected and based on the results of the inspection; a decision will be reached.

Please note that the process would take approximately 4-6 weeks. We only offer a manufacturer warranty for any items that fail to operate to the stipulated standard during the warranty period.

All products must be returned with a completed returns form. Any products returned without the completed form will be subject delay and a 15% handling charge.

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.

However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.

If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on +44 (0) 1323 848886.

Returns & Refunds

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 info@sussexautos.com, or phone on +44 (0) 1323 848 886.

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

You can find more information on our returns procedure here.

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.

At Sussex Autos 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 may need to return an item. Please follow the following procedure should you receive a damaged item:

We require images to be emailed to us evidencing all damaged caused.

Please email all images to info@sussexautos.com.

Ensure you include your reference number, a copy of your invoice, an image of the parcel you received as well as images of any damaged product.

All of our products are covered under a 12 month warranty, except where otherwise stated. You will need to fill out a warranty claim form which you can request from our customer service team, then follow the below instructions:

- Complete the return and warranty claim form;

- Describe the course of action to be taken, description of the issue and attach any further supporting documentation;

- Provide a copy of the original sales invoice.

Please be advised that we require 2 sets of the documentation.

One set of the aforementioned documentation is to be kept inside of the box with the goods. The second set is to be attached to the return box and sent to:

Sussex Autos

Attn Online Returns Department

Unit 40 Station Road Industrial Estate

Hailsham, East Sussex

BN27 2EY

Once it is received by us we will log it in to the system for the warranty procedure to be initiated and the warranty reference number will be sent via email for future reference.

The goods will be inspected and based on the results of the inspection; a decision will be reached.

Please note that the process would take approximately 4-6 weeks. We only offer a manufacturer warranty for any items that fail to operate to the stipulated standard during the warranty period.

All products must be returned with a completed returns form. Any products returned without the completed form will be subject delay and a 15% handling 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.

Your Account

  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 no reply email address. To ensure emails reach you, add the domain sussexautos.com to your safe senders list.
  

Here at Sussex Autos we go to great lengths to ensure your shopping experience is as easy and secure as possible.  

  

Firstly you need to know your vehicle information, this can be your vehicle registration number or your make, model, version and year. 

  

You are able to select your manufacturer from the dropdown on the appropriate Transmission Pages (i.e. Automatic or Manual Transmission). You will then be prompted to enter the model, year and engine. Our comprehensive catalogue system will look for the car parts for your selection. You are also able to select your transmission manually.  

  

 You can use the Search or the menus to navigate to the part you need. Once you have found a part, check the fitment information to confirm it is the correct 

 part for your vehicle. If in doubt, please contact our experienced customer service team on +44 (0) 1323 84886 or via email info@sussexautos.com. 

  

Once you have finished shopping simply go to the checkout, choose the your preferred method of shipping and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you. 

  

 Alternatively, you can contact a member of our customer service team on +44 (0) 1323 848886 to place a telephone order. Please be advised that our 

 customer service team are only available by telephone Monday – Friday 0815 am – 1715 pm BST.   

  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.  

Your Order

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.  

Yes you can! Please call our customer service team on +44 (0) 1323 848886. We are able to take telephone orders Monday – Friday 08:15 am to 17:15 pm.   

Yes you can!
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/cell phone 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 DHL
www.ups.com for all orders shipped by UPS
www.tnt.com/express/en_gc/site/shipping-tools/track.html for TNT orders
https://www.fedex.com/apps/fedextrack/?action=track for FedEx orders

Please note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 17:30pm (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.

   

Customer’s ordering from outside the European Union can contact us via telephone or e-mail and quote the order reference number. Our customer services team will go through the process to remove the VAT off of their order. 

You can apply a promo code on the checkout page.

You will receive an automated email to confirm your order has been received, and is being processed.

A further email will be sent confirming dispatch once your order has been packed and is ready to leave our warehouse.

    We offer the following delivery options for the UK:

Next day – before 10.30 am;


Next day – before noon;


Next day – standard;


1st class post;


Registered Post.


Most of our International deliveries are next day, however, this may be up to 2-3 days depending on where in the world you are located.

If you have any concerns regarding your delivery, please contact us.  

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 no reply email address. 

To ensure emails reach you, add the domain sussexautos.com to your safe senders list.

Here at Sussex Autos we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Firstly you need to know your vehicle information, this can be your vehicle registration number or your make, model, version and year.
You are able to select your manufacturer from the dropdown on the appropriate Transmission Pages (i.e. Automatic or Manual Transmission). You will then be prompted to enter the model, year and engine. Our comprehensive catalogue system will look for the car parts for your selection. You are also able to select your transmission manually.

You can use the Search or the menus to navigate to the part you need. Once you have found a part, check the fitment information to confirm it is the correct part for your vehicle. If in doubt, please contact our experienced customer service team on +44 (0) 1323 84886 or via email info@sussexautos.com.


Once you have finished shopping simply go to the checkout, choose the your preferred method of shipping and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

Alternatively, you can contact a member of our customer service team on +44 (0) 1323 848886 to place a telephone order. Please be advised that our customer service team are only available by telephone Monday – Friday 0815 am
– 1715 pm BST.
  

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.

Due to the high volume of orders we receive, we have an automatic invoicing system.

If you require any changes to your order, please contact us as soon as possible via telephone +44 (0) 1323 848886 (Monday to Friday 0815 am to 1715 pm) or email webshop@sussexautos.co.uk. 

We can attempt to stop or amend your order with our dispatch team. If we are unable to stop or amend your order, we will advise you of the next steps to take.

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

Most of our UK orders are sent via DHL and UPS, and international order sent via UPS, DHL, TNT and FedEx.

We’ll send you an email with the tracking number when the order is placed.

Otherwise you can log into your account to find your tracking number.

We do our best to send every item in your order, however, sometimes 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.

We sell some items that we do not always stock, but are available to order. Where possible, this is indicated on the part. 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!

If you have any concerns, please contact us.