FAQs
General
How long will my refund take?
Parts To You will refund the returned item(s) upon receipt, via the same method that you originally used to pay for the products. Please be aware that refunds can take up to 30 days to appear on your statement. If you would like us to provide a credit note for your records, please get in touch. Email: help@partstoyou.com
My order arrived, but some of the units are missing.
Parts To You utilises a few different warehouses up and down the country to ensure we have enough stock to supply all of our customers.
In some cases, we don’t have all the stock in the same warehouse, and we have to ship the units from a secondary, different warehouse. This can result in some orders being received in 2 separate deliveries.
Why was it delivered via 2 different couriers?
To ensure we have the latest cut off time possible, at some warehouses we may use a different courier. You may also find a delivery note in the order which contains all the items from the order, and not from the single delivery you’ve received. This is confirmation of the entire order, rather than a shipment note.
Of course, if you ever have any problems with your order you can Contact Our Friendly Support team between 9am and 6pm Monday to Friday.
What are the cut-off times for Next Business Day delivery?
Our cut-off times range from 16:00 to 19:00 for Next Business Day deliveries, depending on the product(s) required and your selected courier. See below for more information regarding specific couriers and details:
DPD Next Working Day Delivery: Next Working Day delivery via DPD. Monday to Friday: If your order is placed by 18:00 it will be shipped the same working day for next day delivery.
On the weekends, you can order using DPD until 15:00 on a Sunday for next business day delivery on Monday.
Royal Mail Tracked 24: Tracked 24 delivery via Royal Mail for next working day delivery. If your order is placed by 19:00 it will be shipped the same working day.
See our Shipping Policy for more info.
What if I have ordered an incorrect item or an item that I no longer require?
Please contact our sales team on 0330 043 3000 or drop us an email at help@partstoyou.com to obtain a returns reference number within 14 days of receiving your order. This should be done before returning any item(s) to us, to ensure we can process this return as quickly as possible.
Once you have your returns number, please ensure the item you are sending back to us is in its original packaging with all its parts/accessories intact.
A re-stocking fee may be applied if your product isn’t returned in this condition.
Please note, that the incurred shipping cost will not be refunded in this instance. Also, we would recommend that you obtain proof of posting receipt with a registered mail service, as we cannot give you a refund if we do not receive the item(s), or if it becomes damaged in transit. For more information, please see our Returns Policy
What if I need my order to arrive over the Weekend?
That’s no problem! At checkout you can select the following options at an additional charge:
DPD Saturday:
- DPD Saturday by 12:00
- DPD Saturday by 10:30
DPD Sunday:
- DPD Sunday by 12:00
If there's anything else we can help with, please feel free to reach out to our support team!
What if I’ve received my item and it’s faulty?
Please get in touch with us and we will be happy to help!
If you get in touch with us within 30 days of receiving your product, usually we will be able to offer you a direct replacement unit/refund of your purchase. If you reach out outside of the 30 days, please be aware that the unit will then be sent to the manufacturer to begin the RMA process, which may take upwards 4-6 weeks.
When contacting us, please supply the following information:
- Your order number
- The MAC address of the unit
- A description of the fault
Email: help@netxl.com
See our Returns Policy for more info
