As some restrictions start to ease and we move forward on our road to recovery, your safety and that of our colleagues will remain at the top of our priority list.
Visiting our Stores
We will be operating a phased approach to lifting of the restrictions we have in place and we will continue to keep close to the government’s decisions and ever-changing landscape – making sure we reflect the latest guidance and safety measures in our own easing of measures.
As things begin to return to a new version of normality, you will see continued safety measures in place, alongside the same levels of service and support you expect from us. Our retail stores will still operate with some restrictions in place for the interim, alongside the stringent processes we have for when we deliver directly to you.
Our website will continue to offer you a range of service and delivery options while restrictions remain in place. Whether that’s one of our nationwide delivery options, purchasing or reserving online and collecting in store, or arranging a contactless fitting with one of our trusted network of garage customers through our Fit It For Me Service – we’re here to help you, whatever you need from us.
We are incredibly proud of our colleagues’ efforts to maintain our customer offering throughout this time and thank you for your continued custom throughout this time.
The safety measures we already have in place leave us well-positioned to deal with the restrictions still in place, and our customer and colleague’s safety remains our number one priority.
- Contactless delivery to homes and businesses
- Queuing system in store
- Hand sanitisers in store
- Perspex screens and mandatory face coverings
- Enhanced cleaning
During this time, service may be slightly slower than normal, so please leave extra time to collect any goods from our branches and use one of our delivery options where possible.
Please follow the latest government guidelines and wear a face covering if you are visiting us in the branch.
Our teams continue to work tirelessly to support you, as safely as possible. Whatever you need from us, we’re here to help.
Customer Services Update
We are still experiencing a high number of calls and emails to our customer services team, so you might experience a delay if you are trying to reach us. We’re working as hard as we can to speak to each of you as quickly as possible and apologise for any wait you might have.
Ways to shop with us
Click & Collect
Our Click & Collect service is available across our network, but in line with the most recent government guidelines, we are operating some restrictions in our stores. Wearing a mask and adhering to social distancing is compulsory.
Due to changes in our process time, please leave extra time for collection. It’s also worth noting that our preferred payment method is card, and we ask you to respect the mask requirements and social distancing measures we’ve put in place for the safety of both our customers and colleagues while you are in the store.
Our Standard Delivery Service is FREE for all orders over £25*, 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 £25* there will be a £3.95 delivery charge.
Next Day Delivery - ECP / DHL / DPD
Our Next Day Delivery Service is picked, packed and despatched 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 contactless drop-off/pickup service (where available – check with garage after booking.)
In line with government advice, we’re advising people to stay at home until it’s safe to make non-essential travel again. To support this, we’re operating a 365-day exchange and return policy, so you don't have to make an unnecessary journey if you wish to return your items.
Please note, our preferred payment method is card at this time, so we can provide a completely contactless service while you are with us. We ask that you adhere to the PPE and social distancing measures in place while you are with us to help us keep you and our colleagues safe.
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 center 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 email@example.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. In line with the latest government guidelines, you will need to wear a mask or face covering while you are in any of our stores. This is something our teams will also be doing during any interaction with you. If you do not have a mask when you arrive at the store, you will be able to purchase one from the team. Please speak to a member of the team who will be happy to help. We have some very robust standards in place in all of our stores and the safety of you and our colleagues continues to be our number one priority. As such, you can expect the following safety measures while you in our store:
· Queuing system
· Limited capacity
· Hand sanitisers
· Perspex screens
· Mandatory face coverings
· Enhanced cleaning We’re very pleased to welcome you back to our stores in the safest possible way and can’t wait to see you – under those masks of course! Thank you for your continued support
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.
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