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Frequently Asked Questions (FAQ)
Frequently Asked Questions (FAQ)
If you have a question about placing an order, returning an order, shipping or warranty, you'll likely find the answer below in our FAQ below
Once I have placed an order how will I be updated?
Once you've placed your order with us we'll keep you updated via email each time the order status changes. This will be sent to the email address you have registered with us. We will also email if we have any queries regarding your order or there is an issue with payment, stock or something else. Therefore its important you keep an eye on your emails from us and reply promptly to avoid any unnessesary delays. If you have received no emails from us following placing an order please check your email Spam folder as they will likely be in there. Once dispatched you will receive a final email from us and if you have chosen to provide a mobile number you may also receive a text from the courier company regarding delivery (for larger items sent via courier).
Do you have items on your website in stock?
Although our website is not stock-driven, we hold a huge amount of stock on-site of our most popular items. If for some reason we don't have physical stock at our warehouse our UK suppliers usually do. The exception to this is items that are made to order (for example some exhaust systems and pipework) and custom car mats. However from time to time both ourselves and our suppliers run out of stock and are awaiting restock. This is unusual and we'll advise you by email if this does occur. If you want to check stock of an item please use our website Chat system before you order.
Which Courier do you use?
For UK we use Parcelforce and FedEx for medium to large sized items and Royal Mail for small items. Some items will be dispatched direct from our UK suppliers (we will notify you of this), they may use other courier services. Please contact us by our website Chat system if you need more information. For orders outside the UK, we ship most items with Parcelforce or Royal Mail, however they themselves may subcontract this out to another courier company once outside the UK, for example GLS Couriers.
How much does delivery cost?
Delivery charges are calculated at the checkout based on your location and products ordered. If you are in the UK please be aware that our courier Parcelforce charges more for deliveries to Scottish Highlands and Islands, Isle of Wight, Northern Ireland, Isle of Man etc and these are therefore listed as separate areas during checkout. Please ensure you choose the correct area to avoid delays with your order by us having to contact you to ask for additional delivery fees. For example you live in Scottish Highlands but choose UK mainland as a delivery area which will lead to a delay in processing.
If you are outside of the UK Mainland and wish to order a larger item such as a front lip spoiler, please contact us prior to doing to using our website Chat system so we can provide a quote for shipping.
Free Delivery
If an item is offered with Free Delivery this applies to UK mainland only and unfortunately not to Scottish Highlands, Islands or areas outside of UK mainland. Also please note that Free Delivery applies only to items marked as such. If you have multiple items added to your cart and some do not have Free Delivery offered, you will be shown a delivery charge on those items only.
How can I contact you about an order?
If you need to contact us about any aspect of your order, please either use our website Chat system which is always manned by a member of our team Monday-Friday 9-5pm, or email us at enquiries@scoobyworld.co.uk
Do you have any Discount or Offer Codes?
Any offers that required a code to receive discount are posted and promoted upon our Facebook page, please see the link to this from our main website. We do not provide one-off discount codes upon request.
I have an item I need to return, how can I go about doing so?
Please print and complete the Returns Form at the following link: Returns Form then return the goods to the address shown on the form. We recommend using an insured returns service in case the return is lost or damaged
Before returning an item please ensure you have read the Returns section in our Terms and Conditions upon our website to ensure you comply with these.
How long will my refund take?
Refunds are usually processed in 2-3 working days following receipt of returned goods or your instruction to us to cancel your order if goods have not yet been shipped. Paypal refunds should be visible in your account immediately following this. Credit or Debit Card refunds can take up to a week to arrive with you, depending on your card provider.
How can I use a Gift Voucher?
Please contact us on our website Chat system and we will provide details for you.
Do you send to my country?
For a list of all the Countries we ship to please see this link: Overseas Shipping
I'm outside the UK how do I order?
If we ship to your country (please see list in link above) simply create an account and place and order as usual. Please note that if you are outside the UK you will not pay UK VAT at 20% but you will need to pay your country VAT, any Import Taxes or Duties that are due and any other charges. We cannot advise on what these might be, so please check for yourself. Please also see our Terms and Conditions of Sale for more information on this.
Can I collect an order from you?
Yes, however in the first instance please contact us via our website Chat system or call us on 01509 266 400 so we can confirm stock, reserve for you and arrange an agreeable time for collection. To avoid disappointment or a wasted journey, please do not arrive without first checking stock is available.
Is your physical shop open?
Our shop is now open again Monday-Friday 9am-5pm. If coming to make a purchase please contact us first to check we have stock.
I have fitted an item and have a problem with it
If in the unlikely event you have an issue with a product purchased from us please contact us via our website Chat system and we'll do our best to quickly resolve for you. Product warranties are held with the product manufacturer or their UK distributers and we'll contact them on your behalf if the issue may require a warranty claim.
Finally we are always polite and respectful when dealing with our customers whatever the reason and we ask that you are with us too. We work very hard to provide a excellent level of customer service. We do not tolerate abuse against our employees in any form whether in person, by telephone, via our website Chat system or other means. If you are abusive towards any member of our team we may take a decision to cancel any outstanding orders and refuse any future custom from you.
Thanks for reading!
Scoobyworld Team
If you have a question about placing an order, returning an order, shipping or warranty, you'll likely find the answer below in our FAQ below
Once I have placed an order how will I be updated?
Once you've placed your order with us we'll keep you updated via email each time the order status changes. This will be sent to the email address you have registered with us. We will also email if we have any queries regarding your order or there is an issue with payment, stock or something else. Therefore its important you keep an eye on your emails from us and reply promptly to avoid any unnessesary delays. If you have received no emails from us following placing an order please check your email Spam folder as they will likely be in there. Once dispatched you will receive a final email from us and if you have chosen to provide a mobile number you may also receive a text from the courier company regarding delivery (for larger items sent via courier).
Do you have items on your website in stock?
Although our website is not stock-driven, we hold a huge amount of stock on-site of our most popular items. If for some reason we don't have physical stock at our warehouse our UK suppliers usually do. The exception to this is items that are made to order (for example some exhaust systems and pipework) and custom car mats. However from time to time both ourselves and our suppliers run out of stock and are awaiting restock. This is unusual and we'll advise you by email if this does occur. If you want to check stock of an item please use our website Chat system before you order.
Which Courier do you use?
For UK we use Parcelforce and FedEx for medium to large sized items and Royal Mail for small items. Some items will be dispatched direct from our UK suppliers (we will notify you of this), they may use other courier services. Please contact us by our website Chat system if you need more information. For orders outside the UK, we ship most items with Parcelforce or Royal Mail, however they themselves may subcontract this out to another courier company once outside the UK, for example GLS Couriers.
How much does delivery cost?
Delivery charges are calculated at the checkout based on your location and products ordered. If you are in the UK please be aware that our courier Parcelforce charges more for deliveries to Scottish Highlands and Islands, Isle of Wight, Northern Ireland, Isle of Man etc and these are therefore listed as separate areas during checkout. Please ensure you choose the correct area to avoid delays with your order by us having to contact you to ask for additional delivery fees. For example you live in Scottish Highlands but choose UK mainland as a delivery area which will lead to a delay in processing.
If you are outside of the UK Mainland and wish to order a larger item such as a front lip spoiler, please contact us prior to doing to using our website Chat system so we can provide a quote for shipping.
Free Delivery
If an item is offered with Free Delivery this applies to UK mainland only and unfortunately not to Scottish Highlands, Islands or areas outside of UK mainland. Also please note that Free Delivery applies only to items marked as such. If you have multiple items added to your cart and some do not have Free Delivery offered, you will be shown a delivery charge on those items only.
How can I contact you about an order?
If you need to contact us about any aspect of your order, please either use our website Chat system which is always manned by a member of our team Monday-Friday 9-5pm, or email us at enquiries@scoobyworld.co.uk
Do you have any Discount or Offer Codes?
Any offers that required a code to receive discount are posted and promoted upon our Facebook page, please see the link to this from our main website. We do not provide one-off discount codes upon request.
I have an item I need to return, how can I go about doing so?
Please print and complete the Returns Form at the following link: Returns Form then return the goods to the address shown on the form. We recommend using an insured returns service in case the return is lost or damaged
Before returning an item please ensure you have read the Returns section in our Terms and Conditions upon our website to ensure you comply with these.
How long will my refund take?
Refunds are usually processed in 2-3 working days following receipt of returned goods or your instruction to us to cancel your order if goods have not yet been shipped. Paypal refunds should be visible in your account immediately following this. Credit or Debit Card refunds can take up to a week to arrive with you, depending on your card provider.
How can I use a Gift Voucher?
Please contact us on our website Chat system and we will provide details for you.
Do you send to my country?
For a list of all the Countries we ship to please see this link: Overseas Shipping
I'm outside the UK how do I order?
If we ship to your country (please see list in link above) simply create an account and place and order as usual. Please note that if you are outside the UK you will not pay UK VAT at 20% but you will need to pay your country VAT, any Import Taxes or Duties that are due and any other charges. We cannot advise on what these might be, so please check for yourself. Please also see our Terms and Conditions of Sale for more information on this.
Can I collect an order from you?
Yes, however in the first instance please contact us via our website Chat system or call us on 01509 266 400 so we can confirm stock, reserve for you and arrange an agreeable time for collection. To avoid disappointment or a wasted journey, please do not arrive without first checking stock is available.
Is your physical shop open?
Our shop is now open again Monday-Friday 9am-5pm. If coming to make a purchase please contact us first to check we have stock.
I have fitted an item and have a problem with it
If in the unlikely event you have an issue with a product purchased from us please contact us via our website Chat system and we'll do our best to quickly resolve for you. Product warranties are held with the product manufacturer or their UK distributers and we'll contact them on your behalf if the issue may require a warranty claim.
Finally we are always polite and respectful when dealing with our customers whatever the reason and we ask that you are with us too. We work very hard to provide a excellent level of customer service. We do not tolerate abuse against our employees in any form whether in person, by telephone, via our website Chat system or other means. If you are abusive towards any member of our team we may take a decision to cancel any outstanding orders and refuse any future custom from you.
Thanks for reading!
Scoobyworld Team
