Free Mainland UK Delivery

Sales Line: 01332 601016

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Delivery Notice

Frequently Asked Questions

  • Delivery

  • Do you send to my country?

    Yes we do. Please add your item to the cart, proceed to the checkout and then select your country. This should then give you your shipping costs.

  • How much is Delivery?

    We are able to offer free delivery (postage and packaging) within the mainland UK, although we have to charge for locations outside of this vicinity, such as Northern Ireland and Jersey, because the costs are significantly higher. The fee that we charge only covers the amount that the couriers charge us themselves and is a necessary cost- please contact us directly for a quotation.

  • Where is my order?

    Please allow 3-5 working days from the date you paid for delivery on our standard service, bearing in mind that the time that you placed your order can affect the delivery schedule; if you order after 5pm, your order will be automatically be counted as the next working day on from that date. Next day orders that have been charged the additional £5 and placed before 1pm will be dispatched from our depot the same day as ordered for delivery the next working day with our couriers. If you haven't received your order after 5 working days and you haven't received any contact from ourselves, please contact us on 01332 601016 or email us through our contact form.

  • Where is my order? (For non-uk delivery)

    Delivery times vary for each country so please view the tracking information that has been sent to your logged email address for more information. If you have paid for the express delivery service, you should receive your order more quickly than the standard service- if you have any queries, please contact us for more information on specific orders.

  • Can I collect my goods from you?

    You are welcome to collect your order from us but we do not take payment for collections over the phone so you will need to pay by cash or card at our depot. We have a showroom (with a waiting room) which displays a wide range of our goods that you can view. If you are collecting from us, you will need to have information ready to hand about the items that you would like and be sure of exactly which item you would like. Once you have collected from our depot, if you would like to return goods, you will need to come back to our depot to do so, as was originally the case. We are only open for collections from 9am to 4:30pm so please be at our depot within this time so that we are able to assist you with your order. If you are struggling to locate us, please call us for directions- we also have a site map that you can examine before setting off.

  • Is it cheaper to collect?

    The price shown on our website will be upheld for collections. This is because, although the courier charges are deducted for this, it still takes a lot of time and effort to locate your order and process this in person so the resulting cost is the same.

  • What does the 24-hour time limit notice on my parcel mean?

    This notice is to inform you that you have 24 hours to check the goods for any damage and inform us of this immediately so that we can log this with our couriers. We will aim to resolve all issues as soon as possible, as far as our circumstances allow. This does not affect the 14 working days you have allotted in which you can send the goods back to us at your expense if you would like to do so- we can email you our returns information if you request this.

  • How do I track my order?

    When your item has been dispatched, we will send you your tracking details in an email. Please use this to trace your order (occasionally emails are diverted to the spam folder of your email account so please check this) on the courier website. The tracking will instantly show the last recorded whereabouts of your parcel but you can contact us for more details either by email or by calling us on 01332 601016.

  • Do you deliver to the Armed Forces?

    We are not able to deliver goods directly to the Armed Forces as our couriers do not accept deliveries there. If you make payment by bank transfer, we can ship to a more convenient location for you- please contact us for details.

  • Is there a swap-over service?

    We do offer a swap over service for a selected few of our items with our couriers but this is only available if you make payment of an extra £25. You will need to contact us for details as this service isn't always possible with the majority of our items. Unfortunately, our couriers do not deliver goods at the same time that they deliver to you- the best way to arrange a quicker and smoother collection and resend is to contact us directly.

  • Do I need to be at home to sign for the goods?

    Yes, we must have a signature from the consignee when the order is delivered. If this is not provided, the courier will return the goods to the nearest depot to await redelivery, which can occur charges.

  • Can I change my address?

    Unfortunately, once your order has been placed, we are unable to change any order information. Goods must be sent to the registered billing address unless confirmed by a member of staff beforehand in writing. If the order is to be redirected, once confirmed by ourselves, charges may apply.

  • Can I have a quicker delivery?

    We do offer two express delivery services that can be actioned for an additional amount. The Next Day delivery service costs £5 and can be applied for orders placed before the 1pm cut-off limit. The Saturday delivery service costs £25 and can be applied for orders placed before Friday 1pm. These services mean that your goods will be prioritised on our order processing system and will be dispatched from our warehouse sooner than the standard delivery. If the couriers have attempted delivery but are unable to deliver for whichever reason, your express delivery charge will not be refunded as circumstances outside of our control prevented delivery, which we cannot be held responsible for.

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  • Fitting

  • I am having problems fitting my

    In the event that you either have no instructions in the kit, or you are simply struggling to fit the item, please first refer to the item page on the website. This will have fitting guides/fitting pictures/fitting videos. If you do not find what you are looking for there, then feel free to contact us for any instructions.

  • My garage cannot fit my item

    If the garage that you are using cannot fit your goods, please contact us right away so that we can advise the mechanic. In some cases, we may need you to provide pictures or more details on your issue so that we can properly help and we will explain how this can be done. Often, mechanics are unused to or confident with fitting goods that are not original equipment supplies and this is often resolved by a quick phone call. When calling, please provide your original order details and let us know the codes on the parcel supplied.

  • I don't have any fitting instructions

    We are currently undertaking a project where our fitting instructions are being updated and redesigned to be clearer and more detailed. These will be produced to a high standard but the extent of products that we have available means that not all instructions can be available right away. Please check your advert description to download any fitting instructions (which can be located in the main description or in the fitting tab to the right of the description tab) that are available. In some cases, we also have videos available to view that show our mechanic fitting these goods at our Derby depot and many customers find this to be very useful- they can also be seen on certain adverts. You are always welcome to ring us on 01332 601016 and a member of our team can talk you through how to fit the item you have purchased.

  • Damaged / Incorrect Items

  • My item arrived damaged, what should I do?

    Please contact us immediately if your item has arrived to you in a damaged condition- we need to be alerted to this within 24 hours of receipt of goods, which applies to garages (if your order was delivered to there) and to anyone who takes receipt of the goods on your behalf. We will require photographs of the goods and the packaging to be sent to our email address of sales@direct4x4.co.uk along with your order information and a brief explanation of the issue and then we can certainly help resolve this. We can only help with damage complaints before fitment of goods and within our stated time-frame so please check goods over carefully, as per the information on the label provided with the parcel received. Our team will process the information that you provide and reply to you as soon as we have the best solution for you.

  • I am missing some parts, what should I do?

    We occasionally have situations where the courier collects several items for one order from our depot but only delivers part of the order to the customer. This happens when the remaining parcel(s) are left at the courier depot or on the driver's van and, whilst not ideal and we do work to prevent this, goods are delivered at the next available time.

  • Returns

  • How do I know when my order has been refunded?

    If your payment has been refunded on PayPal, this should show instantly in your account details. If your payment has been refunded through a card, this will show on your statement within 3 working days. If you would like us to email you to confirm that your refund has been actioned, please inform us of this on your return confirmation email or letter.

  • What is your return policy?

    If you would like to return your item to us, you can do so within 14 working days. We will need this confirmed before you send your parcel back to us so that we are aware of this and can process your returns accordingly. The parcel needs to be in its original packing and condition that it was received in. Once we have processed your return back at our depot, you will receive a full refund (charges may apply - please view our terms and conditions) of the original order amount back to the original payment method. Please note that we can only refund amounts back to your account using the original payment method- this cannot be altered by us at any point.

  • Who pays for the return postage?
    If you would like to return an item back to our company within the required 14 working days, please contact us immediately to arrange this- we do not accept any returns without prior contact. We will need to have a returns form filled out and posted with the parcel, or sent to our email address to alert our team to this happening. As standard, the returns cost is down to yourself and we only refund the original cost of the order (minus express delivery charges) once this return has been processed. You are responsible for the return of goods to us in a saleable condition; if the value of the item has been diminished by use, fitting to a vehicle, or beyond what might reasonably be expected (ie - soiled,scratched, not returned in the original packaging) a deduction will be made from the refund. Please send the tracking information (tracking number and courier company name at minimum) to our email address so that we can monitor the shipment, as any unknown returns cannot be processed and will cause delays- we must have proof of delivery before issuing a refund. If you would like to have Direct4x4 arrange a collection from your delivery address back to our depot, we can action this for a charge between £25 and £60 (this applies to mainland UK only, for Highlands and Islands including Northern Ireland you will need to request a quote from Direct4x4) but you will need to contact us via email before requesting this, so that we will be able to do this. If you would like any other information, please contact a member of our team.
  • Item Information

  • What model years will this item fit?
    The model years that this item will fit are grouped together in our adverts. If shown, these are the years that our product will fit only. For example, Honda CRV 2007-2010 side steps. This means that for the CRV model, the side steps mentioned in the advert will only fit the model years 2007, 2008, 2009 and 2010. If your model year is outside of this timeframe listed, this item will not fit your vehicle.
  • Is any modification needed to fit my vehicle?
    For some of our items, slight modifications are needed to properly fit a certain model or year. For instance, for a revised model year, you may need to fit this differently, or alter the brackets/fixings in some way. All details will be explained in the advert description. If you would like more information about what you will need to do, please contact us.
  • Will this item fit a vehicle from a different country?
    In our adverts, we will list if this product does not fit a certain model spec. For instance, if you have a US spec vehicle model and you want to order our door mirror covers, you can see immediately in the advert whether the door mirror covers will fit your vehicle or not. This will usually be stated under a 'please note' in our description but can also be seen in photographs or years stated.
  • Will this item fit if I have extra accessories on my vehicle?
    If you have extra accessories on your vehicle and would like to know whether an item will still fit eg; if a rear bar will still fit if you have a tow bar, please check the advert thoroughly. You can also check the pictures on the advert to see whether the featured vehicle also has extra accessories on, and whether there is a difference in fitting for this. We do not always have information to hand as to whether our accessories will fit with various other accessories so this would be your responsibility.
  • Is this item in stock?
    All items that are in stock are marked in green at the top of each advert page. If the item is out of stock, there will be a red 'out of stock' box at the top of the page and you will not be able to order this item. You can contact us for estimated delivery times and we also have a very useful system which will alert you automatically as soon as the product is back in stock again and the advert updated. This can be accessed on the 'Sign up to get notified when this product is back in stock' link between the item title and the price.
  • What condition is this item in?
    The item, unless otherwise stated, is in a brand new condition. This product will have been shipped straight from our warehouse in its correct packaging, and will be adequately protected from bumps and knocks.
  • Are fitting instructions included with my parcel?
    We are currently involved in a project where we will have fitting instructions available for every item- either with an electronic copy, a paper copy sent with the parcel, or both. Over time, our instructions will become clearer and more concise to help with fitting: we will also add a fitting video, where possible, to demonstrate the fitting further.
  • Are these items original manufacturer goods?
    Our accessories are not original manufacturer goods although many are in the original equipment manufactured (OEM) style and are produced in the same factory as Volkswagen accessories and EGR and TDR- who supply directly to main dealers.
  • Order Query

  • Why have I only received part of my order?
    We occasionally have situations where the courier collects several items for one order from our depot but only delivers part of the order to the customer. This happens when the remaining parcel(s) are left at the courier depot or on the driver's van and, whilst not ideal and we do work to prevent this, goods are delivered at the next available time.
  • Why is my wheel cover blue?
    This 'blue' is a protective film which you can remove once you have test fitted the wheel cover. Please do not remove this protective film before checking that the cover fits as shown in our advert and you are 100% happy with it as we cannot accept a return without the protective film intact.
  • Payment

  • How can I pay for this order?
    You can pay for orders via PayPal, card (excluding lazer card and American express) or bank transfer. You can ring up to pay on 01332 601016 or pay online on our websites. For bank transfer payments, please contact us via email for our bank details. Please note that all orders are thoroughly checked and we may hold orders at our discretion if we suspect fraudulence or require additional information or checks- we will alert you of this by email for you to respond as a matter of urgency.
  • Can I pay for this 'on account'?
    Payment in full is always required before we dispatch your order and this must pass our security checks beforehand. We have regular orders from trade customers but our payment policy is fixed for all customers, regardless.
  • How can I get a discount?
    As our items are heavily discounted, we can't offer a discount on items unless you are ordering more than one set or you have purchased from us before- in which case, we will need proof of a previous order. If you are ordering multiple items or are a regular customer and you live abroad, please contact us for a quote so we can check if we can discount the item cost or lower the shipment costs by packaging items together- we will provide the lowest costs that we can for this.
  • I am VAT registered, do I pay VAT?
    We can only deduct VAT from our accessories if we are supplying to countries outside of the EU (European Union) or if a company outside of the United Kingdom has a registered VAT number. Please note that we cannot deduct VAT for orders inside of the UK, even if they are later exported.
  • Collection / Fitting from Direct 4x4

  • I can't find your Depot - Where are you?
    Our registered address is: Direct4x4, Unit 2 Mason’s Place Business Park, Nottingham Road, Derby, DE21 6YZ. We are only open for collections from 9am to 4:30pm so please be at our depot within this time so that we are able to assist you with your order. If you are struggling to locate us, please call us for directions- we also have a site map that you can examine before setting off.