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FAQ

 

Here you will find answers to some of most frequently asked questions on eliseparts.com,
if you have a question and cannot find answer here please contact us and we will answer questions you might have.

 

 


 

FREE UK DELIVERY ON ALL ONLINE ORDERS OVER £75
We will ship your parts to anywhere in the UK Mainland free of delivery charges.
Orders MUST be made via our secure website absolutely no exceptions.
Orders MUST be OVER £75 EXCLUSIVE of VAT absolutely no exceptions.
Please don’t ask to pay the extra 5p if a product is £74.95, the reason for us offering a service that will actually cost us many thousands of pounds is to sell more products and we cannot afford to do it otherwise.
We aim to deliver within 2 – 3 WORKING days on the majority of our products but if there is a likely delay we will inform you as soon as possible. We will also inform you by email once the package has been shipped so you are expecting it.
The package will be delivered by Parcelforce, UPS or Post Office Special Services, all WILL REQUIRE a signature.
If you are not present at the time, a delivery card will be left giving you a telephone number to re arrange a delivery or alternative collection from your local depot.
Items are held for a maximum of 7 days after this time the goods will be returned to us and we will make a charge for re-delivery.
If the parcel is damaged in any way please sign for it as damaged and inspect the contents, if you are dissatisfied refuse delivery & contact us for replacement otherwise we cannot claim any compensation and will need to charge for the goods.
Do not hesitate to contact us if you are concerned about any aspect of the delivery, we can keep you informed as to the order status.
If you require an ultra fast delivery we can still help but may need to make a charge for this service.
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What telephone number do I call from outside the UK?
Our direct dial numbers are;
Tel: +44 (0) 1480 860002
Fax: +44 (0) 1480 869168
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How does the Eliseparts Loyalty Discount work?
Eliseparts Loyalty discount scheme is a much fairer way of giving something back to our many loyal, regular customers.
Ordering on-line is quick and easy and takes just 5 minutes to open an account via our secure website.
Then in future, by simply entering your email address and password you have access to a full and detailed record of all of your previous purchases.
Our computer system keeps a track of your spending and automatically allocates you the relevant discount. When you have reached the discount levels, this will automatically show against the parts when you log into your online account.
Your discount increases each time you reach the next level and you receive a discount on any parts ordered. It is only for on line orders as this is where your account is operated from, we can then keep your orders and discount level automated.
Since we started this scheme 8 years ago, 50% of our 22,000 customers are between 3% and 4% and another 30% are at the top level of 5% already. Please note that we are unable to offer discount on Lotus OE parts.
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Discount levels are:
Over £500 - £1000 1%
£1001 - £2000 2%
£2001 - £3000 3%
£3001 - £4000 4%
Over £4000 5%

NB* The levels are EXCLUDING VAT and Delivery Charges, discount cannot be used towards any Special Offers we are running i.e. you cannot get discount twice.
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How quickly should I expect an answer from Eliseparts?
We pride ourselves on our response time which is usually within 24 hours, however should you not receive a reply from us within 2 working days please telephone as your email may have been deleted by our Spam Filter (we get 500 Spam per day minimum)

Do your prices include VAT?
Yes they show VAT inclusive and exclusive prices on all of the products shown on the website.

UK VAT rate.
All orders supplied within the European Union will be subject to UK VAT, you will not pay any extra VAT within your own country.
From the 4th of January 2011 the UK VAT rate will be 20%.

If you have a European VAT number we can provide the parts EXCLUDING VAT once we check the details with the UK VAT Office.
Simply input this number in the appropriate box when completing your online order. Once we have verified this and any future orders will be sent exclusive of VAT. 
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Do I need to pay VAT if I am not in the EC?
If you have paid United Kingdom VAT and are located anywhere within the European Community then no further tax is payable.
If you are outside the European Community you will NOT be charged VAT at 20%, instead you may pay your own country’s import duty.
The rates vary so we advise you to check prior to ordering parts from us.
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When does Eliseparts take payment from my credit card?
We receive your card transaction from Nat West pre authorised. We will inform you of any delay longer than 3 days for you to decide whether to proceed.
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Do I need to pay import duty/ import tax?
If you have paid UK VAT and are located in the European Community then no further tax is payable.
If you are outside the EC you will NOT be charged VAT at 20%, instead you may pay your own country’s import duty.
The rates vary so we advise you to check prior to ordering parts from us.
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Items are usually shipped within 24 hours and “normally” our UK customers can expect them the next WORKING day from dispatch.
Overseas customers are given an option and approximate timescale when ordering online. Again we try and ship the package within 24 hours.
Timescales vary from 48 hours to France/Germany/Holland/Belgium etc, to 3-4 days for Italy and other European countries. (Courier Service).
USA, Canada, Australia, Japan, Hong Kong etc are usually 3-5 days but contact us if the package is more urgent and we will do our best to help.
NB. Please note that we are unable to ship goods via courier to Russian residential addresses. It must be a commercial address.

Do I need to sign for the delivery?
YES ABSOLUTELY, every item we ship is sent requiring proof of delivery, so a signature WILL be required. No Exceptions!
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Can I have my order delivered to a different address?
We will be able to deliver your goods to a work address however we will need to know the address that the credit card is registered to for security verification purposes.
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Can Eliseparts fit the parts for me?
No, but we can recommend several companies we have close relationships with depending where you are located in the World.
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What methods of payment are accepted by Eliseparts.com?
We accept most major credit and debit cards including MasterCard, Visa, Maestro, Electron and Delta. We can also accept bank transfers and Paypal.
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Do you display your entire range of products on line?
Not all of them are online as we invest heavily in research and development, we always have several parts in the pipeline.
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Can I buy Original Lotus parts via Eliseparts?
A vast amount of our parts are original equipment already, but should you have a specific item you require that is only available from Lotus we would be pleased to help you.
All we ask is that your request is for a reasonable amount i.e. over £100, the price we charge will be no more than the Lotus retail price for the item.
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What happens if the item I want is not available?
Sometimes, due to unexpected demand, a product you have selected may be unavailable. If this is the case we will suggest an alternative or confirm when the product will be available.
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How often are new products added to the Online Store?
Our website is updated weekly so there will be new products and offers online all the time.
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How can I check on the status of my order?
Firstly, check your online account as this will display the status of your order and any updates.
When dispatched, you can track your parcel progress online via your chosen couriers on-line tracking site, Parcel Force or UPS
If we have dispatched your parcel by Royal Mail (to save you money) there is no online tracking available (non UK orders).
Please wait at least 3 WORKING days UK or at least 7 WORKING days (outside UK) before contacting us as sometimes these parcels take a little longer to arrive.
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How do I contact Customer Service?
Email us at sales [at] eliseparts.com or call us on 01480 860002 if dialling from the UK or +44 (0) 1480 860002 if overseas.
Please quote your order number for reference.
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What are the Sales desk opening hours?
Our sales desk is open Monday to Friday 8.30am - 5.30pm and Saturdays 8.30am - 12.30pm, although we do answer emails and process orders 7 days per week.
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I don't live in the United Kingdom. Can I still use Eliseparts.com?
Anyone in the world that has an internet connection can use us. We ship worldwide every day.
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What if I would like to refund or exchange a product I've purchased?
A full refund or an exchange of equal value if preferred is guaranteed for customers returning unopened products within 28 days of purchase or delivery.
Please see our Terms and Conditions as a re stock fee may be applicable.
A full refund or an exchange of equal value is also guaranteed for customers returning a product with a proven technical fault within 28 days of purchase or delivery.
Products must be returned with all components (instruction booklets, remote control etc.).
A free inspection and repair will be provided for all products that develop a fault, providing it has not been caused by accident, misuse or neglect, within the manufacturer's guarantee period. This does not affect your Statutory Rights.
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My product has been untouched, but I did open the box - am I entitled to a refund?
Yes - as long as the packaging is in good condition and the products are untouched.
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My product has a fault, but I have lost some of the accessories. What should I do?
We can exchange the product like-for-like, keeping back those items that were missing. If you would like to replace your missing items our sales desk has a list of prices.
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I bought this faulty product less than 28 days ago but I've lost the receipt. Can I have a refund?
Our audit trail will verify your purchase, in which case yes, you can have a refund. If you have a problem please ask for the store manager.
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How can I pay for my goods?
We accept most major credit and debit cards.
We can also take bank transfers (our Bank details can be found on the Contact Us page), or cheques made payable to Eliseparts.com Ltd and in GBP (UK Pounds Sterling only). We also now accept Paypal.
Please do NOT send cash.
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Site security
We are partners with Nat West Bank and use their latest technology when accepting payments.
We utilise the industry-standard Secure Sockets Layer (SSL) technology to encrypt all your personal information including debit and credit card number, name and address.
We are so confident about the transaction security when using our secure server ordering system that we back every purchase with our Security Guarantee.
If you are still unsure about sending your credit or debit card details over the Internet you can telephone your order through on the numbers above.

What should I do if I have a complaint?
Should you in any way feel dissatisfied with any part of our service then please contact us at sales [at] eliseparts.com.
Our sales manager will respond to your e-mail within 3 working days and endeavour to rectify the situation.
Should you still feel that your grievance has not been properly addressed then you may of course continue correspondence with the Managing Director.
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Why is my Order History or Invoice in sterling?
Even though you pay in a different currency, all transactions are processed in sterling as Eliseparts.com is based in the UK.
We hope to update this in the future so that the currency displayed will be the one you use.
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Click & Collect
This is a new service we are offering. Please complete your order on-line; choose the “Click & Collect” shipping option. We will then prepare your order ready for you to collect from our premises. (Please see our opening times). If you can advise us what time will be best for you we will ensure everything is ready.
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Europe

Per Box up to 25kg
Belgium £10.23
Denmark £12.01
France £10.39
Germany £10.39
Greece £28.27
Italy £12.01
Netherlands £10.23
Norway £20.93
Spain £12.01
Sweden £12.01
Switzerland £20.93
Rest of the World **

5kg 10kg 20kg 30kg
Australia £41.95 £60.28 £96.07 £121.21
Canada £34.33 £46.64 £68.93 £83.78
Japan £41.95 £60.28 £96.07 £121.21
Hong Kong £41.95 £60.28 £96.07 £121.21
USA £34.33 £46.64 £68.93 £83.78

 

** Please note that larger products, even if within a certain weight,
might incur higher shipping costs.

 When you have registered and input the parts you require into your basket, our comprehensive website will then calculate at least two shipping options for you to choose from.

NB. Please note that we are unable to ship goods via courier to Russian residential addresses. It must be a commercial address.
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What are the Sales desk opening hours?
Our sales desk is open Monday to Friday 8.30am - 5.30pm and Saturdays 8.30am - 12.30pm, although we do answer emails and process orders 7 days per week.
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How can I pay for my goods?
We accept most major credit and debit cards.
We can also take bank transfers or cheques made payable to Eliseparts.com Ltd and in GBP (UK Pounds Sterling only). We also now accept Paypal.
Please do NOT send cash.
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What are your Christmas opening hours?
23rd Closed
24th Closed
25th Closed
26th Closed
27th Closed
28th 8.30 - 5.30
29th 8.30 - 5.30
30th Closed
31st Closed
1st Closed

2nd Closed


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UK VAT rate.
All orders supplied within the European Union will be subject to UK VAT, you will not pay any extra VAT within your own country.
From the 4th of January 2011 the NEW UK VAT rate will be 20%.
If you have a European VAT number we can provide the parts EXCLUDING VAT once we check the details with the UK VAT Office.
Simply input this number in the appropriate box when completing your online order. 
Once we have verified this and any future orders will be sent Exclusive of VAT. 

 

 

Sales enquiries

UK 01480 860002

Int. +44 1480 860002

Mon - Fri | 8:30am - 5:30pm

Saturday | 8:30am - 12:30pm

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