Questions & answers

Do you sell car parts?

No! Although our company name is CARPARTS, we don`t sell any car parts. You will find everything about professional car care products and a variety of products for the paint in our range.



Do you have a store or do you only sell your products online?

In addition to our online shop you can also visit us in our store. You will get competent advice if needed. How to find us.



Do you have all the products that can be seen in the online-shop, even in the store?

We would like to have, but it does not fit. Most of our products are in stock. All items available in the webshop with a delivery time of 1-3 working days are available immediately. Should the desired product not be in stock, we can order this in a timely manner for you.



I want to order something in the carparts online-shop. How do I do that?

You select an item, you may decide quantity / size / color, click on the button "add to cart" or on the cart symbol. The item will be automatically moved to the shopping cart. If you want to order multiple items, they will be collected in the shopping cart.

Then click on the shopping cart and the system automatically forwards you. Before you continue the purchase, you can check your order in the shopping cart again and make corrections if necessary.

In the next step login to your account (if you have not already done so), register as a new customer or decide to go shopping with a guest account (without registering as a new customer or logging in).

If you have already registered once, but have forgotten your password, you can use the "Forgot password" button to receive a new password sent to you by e-mail.




How can I pay?

You can pay by bank-tansfer, Paypal / Paypal-Express and by Amazon-Pay. Cash on delivery is only possible within Germany. Cash payment and debit card payment is only possible upon pick-up.

Bank-transfer: In the order confirmation sent to you after the order, you will find our bank details. As purpose please indicate your invoice number. After receiving your payment, we usually ship your order on the same day.

Paypal: If you have chosen the payment method "Paypal" during the ordering process, you will be redirected to the Paypal site and will proceed there as you are used to as a Paypal customer.

Paypal Express: Paypal Express payment works basically similar to the normal Paypal payment. If you click on the button for PayPal Express, you will be redirected to your PayPal account. All you have to do now is log in and confirm the purchase. For you, this has the advantage that you do not have to enter any personal data, because these are taken directly from the PayPal account. After confirming the purchase, you will be directed to the purchase completion page. Here the delivery address can be easily changed. Your new delivery address will then be saved in the PayPal account directly for the next purchase.

Amazon Pay: Amazon Pay is a service that allows you to shop on external websites, such as ours, with the payment and shipping information stored in your Amazon account. You do not need to create another account.



Is it possible to pay by credit card?

No, credit card payment is NOT possible. All payment methods can be found here.



How do I register as a business customer?

You must first register on our website by creating a customer account. There you should fill in all necessary information (do not forget company name and VAT number). Then send us an email to info@carparts.koeln with a copy of your business license or an URL from your existing business. Your business account will be unlocked after successful verification. This will take 1-3 working days.



How can I see if an item is available online or in the store?

All items visible on our site marked "Available now!" are usually available immediately and are also available in the store.
Theoretically, it can happen that two customers order an article at the same time, that is only once in stock. Since the page is updated every 10 minutes, it is possible that the second order will go blank. This is very theoretical and has happened 2 times so far. If this happens, we would have to reorder the item.




How long does it take to deliver?

The delivery time of stored products within Germany is 1-3 working days from receipt of payment. Foreign deliveries usually arrive in 3-5 working days. Saturday is not considered a working day. Unfortunately, in main season it might take 1-2 days longer. But we can assure that the dispatch staff always try to send all orders of the current day. Shipping is via UPS or DHL. You will receive a tracking number by e-mail from us on the day of shipment. So you can always track where your package is currently.



How do you ship? How much are the shipping costs?

We ship with UPS or DHL. Please note the tracking number you will receive by e-mail (see question "How long does it take to deliver?").

The shipping costs differ according to payment method, shipper and destination country. You can find a breakdown
here.

Orders with a value of goods from 80 € within Germany are free of shipping charge, but only if the order has been made through our online-shop.



I would like to send something back. How does it work? (Revocation, return, complaint)

Pack the article well and send the package to the following address:

carparts GmbH
Lager - Retoure
Vietorstrasse 87
51103 Koeln

Germany

Please attach a copy of the invoice to the package. The return period is 14 days from receipt of the delivery. If the mistake was made by us, you will receive a return label upon request. In all other cases you bear the direct costs for the return shipment.

Transport damages, wrong deliveries and defective articles are to be indicated directly after receipt of the commodity by E-Mail under indication of the order or order number.
Contact: info@carparts.koeln

Further information can be found
here in our revocation policy.



When will I get my money back?

Once the return has arrived, it will be processed and refunded within a period of 14 days.
Paypal orders will be refunded to the Paypal account.
With bank-transfer, the money is transferred back to your bank account. Please inform us about your bank details.




I have a product-specific question. How can I be helped?

Maybe you will find the right answer in the article description, often you will find there useful information.
Otherwise, you can send us an email via our
contact form or click on the appropriate item on our website. There you will find the button "Question on item". Click on it and a contact form window opens. By submitting your e-mail address you can send your question to us.



How can I contact you?

Especially in the main season, the phone is not always the fastest solution. An e-mail requesting a callback is sometimes better.

You should also ask questions about our items via our online-shop: Click on the corresponding item on our website. There you will find the button "Question on item". Click on it and a contact form window opens. By submitting your e-mail address you can send your question to us.


 

Contact:

Store Opening Hours

Monday-friday 8am - 5pm, 1pm - 2pm closed for Lunch, saturdays 10am - 2pm.

Phone +49 (0)221 285858-58

Online orders - for questions about return etc. (Office hours: monday-friday 9am-17pm clock): Write to info@carparts.koeln or call us: +49 (0)221 285858-58.
 

Phone support - only from monday-friday during opening hours.



When is a certain item available again?

If you want to know comfortably and quickly when an item will be back in stock, it is best to click on the corresponding item. There you will find the button "Notification".

Click on it and a contact form window opens. By entering your e-mail address, you will receive a notification as soon as the item is available again.




How do I redeem a voucher online?
 

Vouchers are only available for our german customers.



If I ordered something from you online with the pick up option in the store, when can I pick it up?

The goods will be ready for pick up during the day, for orders outside business hours on the next working day. In the worst case, you have to wait a moment and our team will put the things together on site. You should pick up the goods within 5 working days, otherwise we assume that you no longer want the goods.



What if I can not find my question in the FAQ?

Then quickly e-mail us! Write to info@carparts.koeln



We are looking forward to your order!

If there are any problems, do not be angry - contact us! We will always find a solution -

Because we like happy customers!