Frequently Asked Questions
Q1) Where is my order / Chasing my order
A1) Check for e-mails from ajsutton.co.uk
Enter order number into tracking area on website
E-mail
[email protected]
Q2) Stock availablity
A2) Due to the vast nature of our catalogue, stock levels are not live. On occasion, parts which were indicated to be instock on the website - upon ordering- transpire to be out of stock. This is unavoidable, but if it affects your order you will be contacted either via e-mail or telephone. Please be aware that the e-mail will come from an @ajsutton.co.uk address.
Q3) Product is showing as "No Stock" on the website
A3) This means that the product is currently unavailable/discontinued, please e-mail to check further availability.
Q4) What information should I have to hand when ordering over the telephone?
A4) Frame number (VIN) or registration of vehicle - this is enough information for our sales team to identify your exact model. Please note; if you cannot provide this information, we may be unable to help you.
Q5) Can I call for help on an order I am currently doing on-line?
A5) Yes, whilst using our on-line shop, your basket will be assigned a unique 'Quote Number', this is located under the products in your shopping cart. Simply qoute this number to our sales team and they will be happy to help. If you are unsure about the part you are ordering, please call/e-mail us the 'Quote Number' BEFORE you place the order.
Q6) Can I add to an existing order?
A6) Yes, as long as the existing order has not already been dispatched.
Q7) Will I be charged additional P&P for adding to my existing order?
A7) No, as long as the existing order has not already been dispatched. Note; to add to an existing order, you will have to contact the sales team directly, either via e-mail or telephone.
Q8) Ordering painted parts
A8) When ordering painted parts, please have the colour code to hand, to ensure the correct colour is ordered. The colour code is located on the VIN plate on the vehicle (for location of your vehicles VIN plate, please refer to the owners handbook). It is best to order coloured parts directly with our sales team, to ensure correct colour is ordered.
Q9) Can I return or exchange my goods?
A9) Yes, you can return any product to us within 7 days of receipt for a full refund (less P&P), (products must be returned in their original packaging and in good state, electrical items generally cannot be returned, unless the packaging has not been opened). If you have had the products for more than 7 days: If the product was correctly supplied, but you simply do not want/need it anymore - you can return it for a refund (less P&P), (products must be returned in their original packaging and in good state, electrical items generally cannot be returned, unless the packaging has not been opened) - you will be charged a 20% restocking fee for this. If the product was incorrectly supplied, you will recieve a full refund (less P&P) upon receipt of the goods in good order at our distribution centre. Further information regarding returns and exchanges can be found in our returns policy.
Q10) Why do you not refund P&P?
A10) P&P is not refundable because it is a cost incurred in the dispatch of your order - if you cancel your order BEFORE it is despatched, you will recieve a full refund.
Q12) Why do you charge VAT on P&P?
A11) You do not pay VAT for a Royal Mail stamp, however as P&P stands for Postage & Packaging - this is a service, therefore VAT is applicable.
Q12: Why have you taken my money and I've not received my order?
A11: We do not take payment until the order has been processed and any issues (ie Out of Stock etc) have been dealt with, until then the money is held by Paypal, Google or Barclaycard. Please check your emails regularly for contact from us regarding stock levels and order updates.
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