Frequently Asked Questions

What is a VIN number and where can I find it?

Every Jaguar, and in fact every other manufacturer, has a unique identifying number (sometimes known as the vehicle "fingerprint"). It is a 17 character code, and in the case of Jaguar models the last six digits are very useful to help easily identify a model and its specification.

The easiest place to find the code is in the bottom LEFT outer corner of the windscreen (the left side as viewed from the seating position facing forward). If this is not visible, the VIN number will also be shown on the vehicle registration certificate (Log book) or any Annual Test sheet (such as the UK MOT certificate).

What information do I need to check from my VIN when buying a part?

If the product description shows something called a "VIN range" then we would advise you to check the last six digits of your VIN number fall into this range of numbers.

For example:

VIN number "SAJAC37H52Y34H32123"

The last six digits of this VIN are "H32123"

An example product description shows the following text:

"VIN range H18672 through to H32732"

This would confirm that the part IS suitable for the VIN number.

I live within the UK. Will I need to pay tax?

VAT is payable on all UK orders. Auto Reserve will collect VAT at the checkout stage.

 

I live outside the UK. Will I need to pay tax?

Auto Reserve does not collect tax on any orders being delivered outside the UK. The parcel will be delivered to you by either your Postal service or a Courier service such as UPS, Fedex or GLS for example. Before delivery can be made, the Post service or Courier service may request you to make a customs or duty payment.

Am I able to arrange my own courier to collect my order?

Yes this is possible. Please select the "Arrange my own courier" option when you reach the Shipping stage at checkout. When your order is received we will package the order and provide you with the box weight and dimensions to provide your courier.

Can I collect my order from your premises?

Yes, you can collect the order in person from our warehouse in Ilkeston, Derbyshire, UK. Please select "Collection in person" option when you reach the Shipping stage at checkout. We are open for collection Monday to Friday 8.00am to 5.00pm. Please call us before you set off to collect your order so that we can ensure it is ready when you arrive.

 

How long will my order take to arrive?

Estimated delivery times and shipping options will be provided at checkout**. To obtain a shipping cost and delivery time estimate please add the items you require to your basket, and then at the checkout screen enter your delivery country and postcode to view all available shipping options.

**Delivery times are currently unpredictable - please contact us BEFORE placing your order if you need delivery assured before a certain day. We will do our best to help.

What if I receive a part that is damaged?

If the item is received damaged, it is very important to inform us of the damage within 24hrs of delivery. Failure to observe this will prevent us from making a claim against the delivery agent.

What should I do if my purchase develops a fault within the warranty period?

In the case of a problem get in touch with us immediately by either telephone or email:

Telephone: 01158 372707 (outside UK - 0044 1158 372707)
Email: [email protected]

Our technical team will be on hand to help assist with any discrepancies, and we find that in many instances an issue may only require a simple check to put right.

All returned items which are deemed faulty must be accompanied by a RETURNS FORM which must be completed and signed by the customer. The RETURNS FORM will be sent upon request to you by email. Please note that all products are security marked externally and internally to prevent the fraudulent return of another faulty unit.

What if I change my mind after purchase?

Please let us know as soon as possible if you do not require the item you ordered. If the item has already been shipped then we can still accept the return but you will need to send the item back to us after you receive it.

Goods to be returned must be returned in the same packaging as they were received in. Please consider the safety of the contents - if the item is broken in transit on its way back to us then we cannot offer a refund.

Some electrical items may be supplied in a transparent, sealed bag. Please ensure the part contained is the correct item prior to opening the seal, as we strictly cannot accept returns after the sealed bag is opened unless the item is found to be faulty.

How long is the returns period?

If you need to return the part to us this must reach us by no later than 30 days after the day you received the item.

How long is the warranty period?

All USED parts will carry a warranty of 30 days unless stated on the product page, starting on the day after you receive the part.

All NEW and RECONDITIONED / REFURBISHED parts will carry a 12 Month Warranty unless stated.

We do not accept liability for any labour costs involved in the installation of the supplied part, including costs related to damage caused during the installation, usage and/or removal of the supplied part. This includes missed appointments with a garage or fitter which may arise if there is a delay with delivery.

What if I receive a part that is damaged?

If the item is received damaged, it is very important to inform us of the damage within 24hrs of delivery. Failure to observe this will prevent us from making a claim against the delivery agent.

 

What if my order is cancelled?

We work hard to ensure that our available stock levels are correctly shown on the website. However, sometimes we may have insufficient stock available to complete an order that you have already paid for or have arranged to collect from our store. We endeavor to avoid disappointing our customers, but sometimes due to human error quantities shown may be incorrect. If this happens, we will contact you by either telephone or email using the contact details you have provided, and may offer to complete your order at a later date if stock may become available, or issue a full refund immediately. If no contact can be made then we will issue a full refund.