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Shipping and Returns

Where is my order?
What products are available for international delivery?
UK Delivery
          Shipping times
          Shipping rates
          Lost packages
          Damaged packages
          Delivery notifications
          Do you deliver to the whole of the UK?
          What happens if I am not home?
          Can I specify a delivery time?
International Delivery
          Shipping times
          Shipping rates
          Lost packages
          Damaged packages
          Delivery notifications
          Customs clearance
          How can I place an order for international delivery?
          Do all products qualify for international delivery?
          Where are you based and where are orders shipped from?
          What countries do you ship to?
          My country is not listed on your checkout page, why?
What happens if I enter an incorrect or incomplete delivery address?
How is my order going to be shipped?
How can I track my order?
How do I return a product?
What if my order is incorrect or faulty?
When will I receive my refund?
Can I send a product back for an exchange?

 

Shipping and Returns

 

Where is my order?

If your order has been dispatched and not reached you within the estimated delivery period, it could be due to one of the following reasons which will be detailed in the couriers tracking data:

*The carrier has experienced a delay in which case your tracking information should display any delays and a new delivery date.

*The delivery company has tried to deliver and has left you a calling card.

*Your parcel has been left with a neighbour.

*Your parcel has been left in a safe place.

*Delays due to local postal volumes or adverse weather conditions.

*Orders going outside of the EU may encounter customs delays.

If none of these apply, please check with the carrier or your local sorting office as they might be able to locate your parcel and provide you with further information. You can find your tracking details on an email we sent you, or within the ‘My Account’ section of our website under order history.

If you still cannot find your parcel, our customer service team is here to help.

What products are available for international delivery?

Almost all our products can be shipped overseas. In case we are unable to ship a specific product overseas, a message to this effect will be put under the product description. This might be due to carrier or certain brands restrictions.

 

UK Delivery

We aim to process all orders as quickly as possible.  Stock items will be despatched within 1-2* working days and you will receive a shipping email with tracking details to let you know your order is on its way.  Non stock or special order items take around 7-10 working days. 
*These timescales may vary at very busy times and will make every effort to keep you informed in the unlikely event of a delay.

Shipping Times
UK Mainland - Next working day
UK Highlands, Islands & Southern Ireland - 2 working days

Shipping Rates
Rates vary depending on the size and value of your order. You can see the final shipping amount at the checkout before committing to purchase, just enter your destination country and postcode/zipcode to calculate this.

Please accurately provide your shipping address to assure delivery. P.O. Box address will not be accepted and we accept no liability for goods lost as a result of poor or incorrect shipping details.

We offer FREE shipping on all UK orders over £35 (excluding Highlands and Islands).  This offer is available online only and cannot be redeemed on telephone orders.

Lost Packages
If your goods have been declared as lost by the courier, a replacement will be dispatched as soon as possible.

Damaged Packages
If your goods arrive damaged, please email  info@ReactiveParts.com with photos showing this damage. It is also vital that you send photos of the internal and external packaging as claims cannot be processed without this evidence. Upon receipt of this, a replacement can be shipped and the damaged part will be collected when delivery is made.

Delivery notifications

Because a signature is required for all deliveries, we've added the convenience of a one-hour delivery window. Just provide us with your mobile telephone number or email and our courier will tell you exactly when your order is being delivered. You can even change the delivery date or get it delivered to a neighbour.

Reactive Parts does not accept responsibility for items being delayed through customs/security checks or adverse weather conditions. There are no refunds on shipping costs unless Reactive Parts is responsible for the error.

Do you deliver to the whole of the UK?

Yes, we deliver to the whole of the UK. However please note that courier services in some areas of Highlands and Islands can take 2 working days.

What happens if I am not at home?

If your order was sent by Royal Mail, they will leave the package at your nearest post office for you to collect. They will leave a calling card to say they have attempted delivery and at which post office your parcel is being held for collection.

If your order was sent by courier, they will leave a calling card if they were unable to deliver. You will then be able to schedule a redelivery, free of charge. Alternatively, you can also reply to the text message you received if you provided your mobile phone number when placing your order.

Can I specify a delivery time?

Orders sent via next working day or 48 hour delivery are usually delivered from 8am to 6pm (however this can be extended until 8pm during busy periods). We are unable to offer you a specific delivery time when an order is submitted but you will receive a text message as well as an email detailing a one hour delivery time slot on the morning of the delivery.

If the time is not convenient, you can use the text or email to change the delivery date or have the parcel left safely with a neighbour.

 

International Delivery

 

Shipping times

We aim to process all orders as quickly as possible.  Stock items will be despatched within 1-2* working days and you will receive a shipping email with tracking details to let you know your order is on its way.  Non stock or special order items take around 7-10 working days. 
*These timescales may vary at very busy times and will make every effort to keep you informed in the unlikely event of a delay.

Europe - 2-5 working days depending on your Country.
International - 6-10 working days depending on your Country.

Shipping Rates
Rates vary depending on the size and value of your order. You can see the final shipping amount at the checkout before committing to purchase, just enter your destination country to calculate this.

Please accurately provide your shipping address to assure delivery. P.O. Box address will not be accepted and we accept no liability for goods lost as a result of poor or incorrect shipping details.

Lost Packages
If your goods have been declared as lost by the courier, a replacement will be dispatched as soon as possible.

Damaged Packages
If your goods arrive damaged, please email  info@ReactiveParts.com with photos showing this damage. It is also vital that you send photos of the internal and external packaging as claims cannot be processed without this evidence. Upon receipt of this, a replacement can be shipped and the damaged part will be collected when delivery is made.

Delivery notifications

Because a signature is required for all deliveries, you must provide us with your mobile telephone number and email address so our courier can tell you exactly when your order is being delivered.

Customs Clearance
If you are outside the EU, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any such charges must be paid by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.

If these local import and custom charges are refused or not paid by you, then the item could be returned to Reactive Parts or destroyed. If your order is not returned to us, we will not be able to refund you for your order. We would not be able to refund any original postage costs paid and can only refund for the returned products minus any costs incurred in returning them to Reactive Parts.

Reactive Parts does not accept responsibility for items being delayed through customs/security checks or adverse weather conditions. There are no refunds on shipping costs unless Reactive Parts is responsible for the error.

How can I place an order for international delivery?

All international orders can to be placed through our secure website or over the telephone.

Do all products qualify for international delivery?

Almost all of our products can be shipped overseas. In case we are unable to ship a specific product overseas, a message will be displayed on the product page. This may be due to carrier or certain brands restrictions.

Where are you based and where are orders shipped from?

Reactive Parts are a UK based company and all orders are shipped from our UK warehouse.

What countries do you deliver to?

Reactive Parts currently ship to 60 countries. Shipping times vary between 2-7 working days.

My country is not listed on your checkout page. Why?

If you cannot find your country on the checkout page, this means that at present we do not ship there. Please contact our customer services team at info@ReactiveParts.com or +44(0)203 603 0125 to confirm this as we would be more than happy to double check with our courier in case of any change.

What happens if I enter an incorrect or incomplete delivery address?

We are unable to check all delivery addresses so it is your responsibility to ensure that all delivery details are entered correctly. Reactive Parts cannot be held responsible for any carrier delays or failed deliveries that might occur by providing wrong or incomplete details.

How is my order going to be shipped?

Reactive Parts use a variety of carriers including Interlink/DPD, Royal Mail and FedEx. We will choose the most appropriate carrier depending on the weight, value and destination of your order. All orders are sent via a tracked method and will require a signature.

Please note that orders going to Norway and the Canary Islands will be required to provide your PID (Personal Identification Number) for customs purposes. This requirement is outside of our control and if you decide not to provide these details, the delivery will not be completed and your parcel will be returned back to Reactive Parts.

How can I track my order?

Once your order is dispatched from our warehouse, you will receive a dispatch confirmation email with a link to our carrier’s website where you can track your order. You can also find the tracking details for all your orders in the ‘my account’ section of our website.

How do I return a product?

To return a product, there is no need to call or email us, just follow these simple steps:

1. Request a return online:

If you have an account, log into the My Account section of our website and go to 'My Returns'.  Follow the steps to request the return against the order you wish to send back. This will only be available for orders received within 28 days.  If you do not have an acccount, you can still request a return by clicking on request return here, this link can also be found in the footer of this site.

2. Repackage your products

Print off the return note that is emailed to you when you request the return and place it inside the package. Please note that returned products must be unused and have all packaging and tags intact.

If we find the products are returned with wear and tear, crash damage or any signs of use, we reserve the right to refuse the refund and you will have to pay an additional shipping charge to receive the goods back.

For special order items, we reserve the right to charge a 15% restocking fee which will be deducted from your refund.

3. Return via a secure/signed for service

Returns are made at your own cost unless the part you received is faulty or incorrect. We recommend using a tracked and signed for service as we cannot take responsibility for items not arriving back to us. We suggest that you keep any receipts as they will contain your tracking number.

What if my order is incorrect or faulty?

If your order is faulty or incorrect, please email info@ReactiveParts.com to clarify the issue so we can assist in resolving this for you.

Unused goods that are faulty or defective may be returned within 28 days of receipt as per our normal returns policy.  If you have used your products and they have become faulty or defective during use, they can be returned within the warranty period set by the manufacturer.  Please contact us prior to returning your goods so we can determine whether a warranty claim can be made.

A refund confirmation email will be sent to you once your return has been processed.

When will I receive my refund?

Please note that refunds can take up to 7 working days to be processed, if you have any questions about a refund, please contact our customer service by phone or email.  If you have paid by PayPal and they have put the refund on hold, this is out of our control and will be released after they have completed their random checks.

Can I send a product back for an exchange?

Yes we can offer an exchange for a different product. You just need to state this on the returns form and this will be processed once we receive this back into our warehouse. If any additional payment is required for the new parts then one of our customer services team will contact you.

A dispatch confirmation email will be sent to you once your exchange has been sent out.