Customers FAQ's

Top frequently asked questions

HOW SAFE IS SHOPPING ON DESIGN911.CO.UK OR COM.?

We realize how important it is to securely store any information that you provide. Design 911 maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

WHY CAN'T I PROCESS MY ORDER ON THE WEBSITE?

There may be many different reasons why your order does not process on the web site here is a list of problems and solutions that may answer your question.

• Authorisation of your transaction has been declined by bank
- The bank has declined your order because you do not have enough funds in your account
- You have entered too many wrong details into the fields and the banks doses not recognize the card at all.
• The card type does not match the card number
- The card type you selected does not match to the car number you have entered into the field
• The authorisation process failed
- Temporary problem, please try again or contact us. This is not a problem with your card or your payment method.
• The authorisation process timed out
- This is a temporary problem, please try again or contact us. This is not a problem with your payment method.
• Expiry Missing or Invalid
- You have entered the wrong expiry date, or your card may have expired.
- You may have not entered and expiry date into the correct fields
• Issue Number / Start Date Missing or invalid
- May have entered both issue number and start Date
- May have no entered an issue number or start Date

WHAT DO I DO IF MY PRODUCT BREAKS DOWN DURING THE GUARANTEE PERIOD?

Look for any visible signs of the breakdown and consult the troubleshooting guide in the manufacturer's handbook or on their website. If you still need a repair, call our Customer Service team on +44(0) 208 5008811 or by email sales@design911.com You will be asked for details of the model number and date of purchase and your order reference number your order confirmation provides this information and acts as your guarantee, so please make sure that you keep it throughout your guarantee period.

ORDER CONFIRMATION

All orders will be confirmed via email and will include your order reference number please keep a copy of this number and quote it when calling regarding your order or on any future correspondence you send us.

WHAT IF MY ORDER HASN'T ARRIVED?

First of all, check your order dispatch confirmation email (please allow estimated delivery dates to elapse before contacting us) If your order has been dispatched and has not arrived within the expected time period, please email or call us on +44 (0) 208 500 8811 during our opening hours.

WHAT IF ONLY PART OF MY ORDER HAS ARRIVED?

If you have ordered more than one item on your order, please bear in mind that products may be sent out from multiple locations and therefore may arrive separately. However, if this is not the case and you have not received the entire order as detailed in the order confirmation email sent to you, email us or contact us on +44 (0) 208 500 8811 during our opening hours.rs.

WHAT IF MY ORDER ARRIVES DAMAGED?

Email or call us on +44(0) 208 5008811.

DO YOU DELIVER OR SEND PRODUCTS OUTSIDE THE UNITED KINGDOM?

We deliver parts worldwide. We can arrange deliveries to Europe and the rest of the world. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible..

For Norwegian Customers. All orders are handled by our Norwegian partner: Beck Invest AS. Prices are displayed in Norwegian Kroner excluding TAX, including shipping and custom fee.When ordering you will be contacted by our partner in Norway.

For Norske Kunder.Alle ordrer fra Norge blir betjent av vår norske partner Beck Invest AS. Alle priser er i NKR inkl. frakt og tollgebyrer – eks mva.Ved bestilling vil du bli kontaktet av vår norske representant.

ARE THERE ANY PLACES WHERE DELIVERY MIGHT TAKE LONGER?

There are a small number of postcodes, usually in remote rural areas and international address, where we cannot guarantee delivery within our usual timescales.

WHAT IF I'M NOT IN WHEN YOU DELIVER?

Deliveries will usually be made on Mondays to Fridays between 9am and 5.30pm. If you or the intended recipient is not available, each time an attempt is made, our courier will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to rearrange delivery or to collect your products.

HOW LONG WILL IT TAKE TO RECEIVE A REFUND FROM RETURNED PRODUCTS?

The product you wish to return must be in a saleable condition in its original, undamaged packaging, and we will consider the overall condition of the product being returned when making a refund all returns are subject to a minimum 10% handling fee. We will refund the price of the item to the purchaser or exchange it as soon as it is received by our warehouse. This will usually reach that account within 7 working days. Timings will, however, depend on the speed with which your credit/debit card company processes the credit. A refund of the delivery charge will not be given.

HOW DO I USE A PROMOTION CODE?

Add products to your basket in the usual manner then go to checkout. On the screen called "My Basket", in the section labeled 'Discount Code' enter your code then click on Verify code. The relevant amount will now be deducted from your total.

DO YOU OFFER DISCOUNT ON CORPORATE OR BULK ORDERS?

If you are part of a Club or forum are in the trade or a customer wishing to make large, one-off purchases through our sales team, we will issue you with promotional code which you can use at your convenience. The usual discount is 5% but can vary depending on the quantities you are buying.