Frequently Asked Questions

Our site allows you to make orders using a guest account, you do not need to register. 

Discount codes only apply when logged in as a registered customer. 

How do I redeem a discount or special offer?

To redeem a discount code; select the basket icon, click ‘View Shopping Basket’, expand the 'Apply Discount Code' section and enter the code into the ‘Enter Discount Code’ box then click 'Apply Discount'.

You will need to be a registered customer and logged in for a discount code to work.

Some discounts are restricted by delivery country, please ensure you have filled out your default delivery address here: My Account

If you proceed to checkout without entering your code you’ve gone too far and need to go back to your Shopping Basket.

You can only use one promotional code per order.

Why isn't my discount code working?

There are a number of potential reasons to check:

• Ensure you are signed in to your customer account here. 
• Double check you haven’t clicked through to the checkout before adding your voucher code, as it can only be entered while you’re in the Shopping Basket.
• Voucher codes are set to expire after a certain time, so it might be that you’re using an outdated code.
• Most of our vouchers are for single use and case sensitive. They also cannot be used during Sale periods, and you can’t use more than one on a single order.
• Certain products or categories may not be included in the discount you are using. 

Please contact our Customer Service team here if you need any help checking the status of stock items.

Can I cancel or change my order online?

Unfortunately our website does not currently allow you to change or cancel anything yourself. Please contact our Customer Service team here as soon as you can and we'll do our best to help you, as long as we haven’t dispatched your order already.

Within your customer account, under 'Order By SKU', you can enter the Part Number (SKU) and quantity information directly into the Order by SKU block, or upload a CSV file with the headings of 'sku' and 'qty'.

View this functionality in your account here.

Can I place a telephone order?

Unfortunately we are unable to take payments over the phone, all orders must be completed via our parts.jaguarlandrover.com website. 

The items I put in my shopping basket recently are now sold out – what happened?

Goods are not allocated to you until order confirmation is sent to you – adding items to your shopping basket does not reserve them.

How do I change and check my account details?

By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren't able to change the delivery address on an active order, so please ensure you select the right details.

I've Forgotten My password

You can request an email to reset your password. Click here to view the 'Forgotten your password?' section of the website. Enter your email and we’ll send you a link to set your password.

When will my card be charged for my order?

Your card will be charged when your order is placed and an email confirming payment will be sent to you by Sagepay, along with a notification from us confirming your order. You can find out more on our Terms & Conditions page. 

I’ve been notified of a problem processing my payment.

It is your responsibility to ensure that the payment details you provide are correct and complete. We do not have to supply goods to you if the details you submit when making your order are incorrect or incomplete, and we are unable to take payment as a result.

No payment will be treated as made until we have received it in cleared funds, and we will not dispatch the goods until we receive payment in full.

If we are unable to accept your order for any reason, then we will refund any money paid by you in respect of that order. If we have not yet taken payment from your debit/credit card, then we will not do so.

You can contact our Customer Service team here or call them on +44 (0) 2476 566 600. 

You can find out more on our Terms & Conditions page.  

What credit or debit cards do you accept?

We can accept the following debit and credit cards:

You can find out more on our Terms & Conditions page.  

What is a Card Security Code?

Your Security Code is just a little extra security for online transactions. This number can be located on the signature strip on the back on your card – we only require the last 3 digits of this number.

VAT

Orders shipped to the UK, or within the European Union (regardless of invoicing address) are liable to pay VAT at the current rate.

Tracking information is provided when we confirm dispatch of your order. Please ensure you provide an email address or mobile phone number for SMS, to enable us to do this.

Unfortunately, the delivery address cannot be changed once an order is placed. Please contact our Customer Service team for further advice here or call +44 (0) 2476 566 600.

Orders to UK destinations should arrive within 3-4 working days.

A Next Day delivery service isn’t something we currently offer. Please contact our Customer Service team here for further advice on delivery lead times.

Orders to Europe should arrive within 3-5 working days. Deliveries to the rest of the world should arrive within 4-7 working days.

Will I be charged Customs and Import duties?

If you have ordered goods for delivery outside of the UK, you may be liable to pay import duties or other taxes, and VAT applicable in your own country. You are responsible for paying those charges and we would recommend that you contact your local customs office for further information. Please note that if your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control.

What are your delivery charges?

Our delivery charges are calculated based on weight, volume and destination. Once you have added parts to your Shopping Basket you can use the 'Estimate Delivery And VAT' tab to see how much you will be charged for delivery. 

What delivery services do you offer?

Delivery is provided by DHL Express.

A signature will be required upon receipt.

Our courier will advise of a delivery time slot via email or SMS, along with tracking information.

We cannot guarantee delivery dates and are not responsible for delays caused by events beyond our reasonable control, such as poor weather conditions or labour disputes at the delivery service providers that we use.

Has my order been dispatched yet?

When your order is shipped a second email is sent to confirm this with your tracking information. if you don't receive an email within 5 working days, please contact our Customer Service team here.

What do I do if my parcel doesn’t arrive?

The majority of our parcels arrive safely and on time, however there are occasions where this isn’t the case. If this happens, please contact our Customer Service team here.

You can find out more on our Delivery & Returns Policy page. 

What countries do you ship to? 

We ship internationally to the following countries: 

How can I return my order/item?

To raise a return or check your order information please use this form: Orders & Returns.

You can find out more on our Delivery & Returns Policy page. 

I’ve received a faulty/incorrect item – What can I do?

To raise a return or check your order information please use this form: Orders & Returns.

You can contact our Customer Service team here.

You can find out more on our Delivery & Returns Policy page.  

How do you process my personal information?

Please see our privacy policy for information on how we process your personal data. 

Do you use cookies?

Please see our cookie policy for information.