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Yes, I would like to receive the personalised AUTODOC newsletter with information on products, discounts, special offers,... More

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Reason you're contacting us:

FAQ

I did not receive a payment confirmation email. What should I do?

Please check your spam folder.
If the payment confirmation email is not in your spam folder, you should contact our customer support team.

I was charged twice. What should I do?

Any charge made in error will be cancelled the next day if it happened outside of the customer support working hours. If, for some unforeseen reason, it has not been cancelled, we will cancel it as soon as we start processing the order. The money will be returned to the payment method of your choice.

Why is my payment not going through?

You should double-check that the payment details you entered are correct. Contact your bank if necessary.
If the payment is still unsuccessful, we kindly request that you contact our customer support team and provide us with a screenshot of the error message during the payment process.
If you chose PayPal as the payment method, please check that the billing and shipping addresses given are correct.

FAQ

How do I get bonuses?

The bonus is credited 7 days after the order is dispatched from our warehouse. To check your bonus balance, go to your account.

Please note: bonuses expire after 60 calendar days from the date they are credited to your bonus account.

What happens to the bonus if an order is returned?

If an item is returned, the bonus you received for it will be deducted from the bonus account.

What happens if I cancel an order that I used my bonus balance to pay for?

In that case, the bonus will be returned to your bonus account.

FAQ

It is impossible to make a return request.

Make sure that the deadline for requesting a return has not expired.
If it has not expired, contact us.

I received my parcel, but one or more items I ordered are missing

Go to My orders.
Select the missing item and choose Package contents do not correspond to my order as a reason for return.
Fill in the form.

Please note!

If you placed the order as a guest user, create a return request via the Returns portal. Our customer service team will process your request as soon as possible and inform you of the decision in an email.

The parcel and goods are damaged

Use one of the following methods to solve the issue quickly:

Go to My orders. Choose Package is damaged, item is damaged as a reason for return. Fill in the form.
Go to the Returns portal. Enter your order number and postcode. Fill in the form.

Please note! If you placed the order as a guest user, create a return request via the Returns portal.

Our customer service team will process your request as soon as possible and inform you of the decision in an email.

Please describe the problem briefly

I haven't placed an order yet

Last name

Please enter your VIN so we can process your query faster

I don't know my VIN

By key number

Reason you're contacting us

Yes, I would like to receive the personalised AUTODOC newsletter with information on products, discounts, special offers,... More

I confirm that I have read and accept this Privacy Policy.

Enter the article number of the part you want to check for compatibility.

Add another article number

FAQ

I would like to purchase a product but it is out of stock. What should I do?

We can help you find an alternative. Contact us and indicate the VIN, the OEM number of the part, or the make, model, and engine version of the vehicle.

I could not find the item in the catalogue. What should I do?

If you cannot find an item in the catalogue, we recommend searching by OEM number. Contact us if the result is still unsuccessful.

If a product is out of stock, how do I find an alternative?

If the item is out of stock, click on the Show alternatives button. You’ll be shown a list of products with similar or identical specifications, but from other brands and possibly in different price categories.

The list of alternatives is displayed if you search by OEM number.

FAQ

What should I do if my preferred payment method is not listed?

The payment methods available depend on the country of the website. The main ones are:

bank transfer
card payment
PayPal

Unfortunately, it is impossible to choose a payment method that is not listed for the selected country.

Detailed information on how to pay for the order in your country can be found here

Is it possible to pay on delivery?

It is only possible to pay for your order when you place it online.

Read more about the available payment methods here.

Is it possible to purchase products without placing an order on the online shop?

Products can only be purchased by placing an order on the online shop. Both registered and guest users can do this.

FAQ

How long will it take for the order to be delivered?

Delivery time may vary depending on the destination country, availability of the goods, public holidays, and unforeseen circumstances affecting the courier service. Delivery is not available on public holidays.

Estimated delivery times can be found here.

Is delivery to my country available?

We deliver to the countries listed here.

Is it possible to collect the goods from the warehouse personally?

No. We only deliver via courier services.

Please describe the problem briefly

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Josef-Orlopp-Straße 55
10365 Berlin

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