Frequently Asked Questions

This page includes answers to some of the most frequently asked questions.


  • My Account
    Why Register? Lost Password, Change of Details, Orders and Invoices
    Guest Orders
  • Delivery Information
    Delivery Cost, Shortages, Damaged Items, Lost Parcel, Dispatch Time, Stock Queries
   



Payment Processing Online:

All online payments are processed securely via web browsers that support Secure Socket Layer (SSL) protocol and use 256-bit encryption, where available. Please ensure you have a suitably enabled browser. For maximum security always ensure you have the latest version of your particular browser and any security patches installed.


Payment Providers:

All our online transactions are processed via Sage Pay and PayPal. All payments are processed securely and are fully security encrypted.

Our payment providers have achieved the highest level of compliance under the Payment Card Industry Data Security Standards (PCI DSS), a set of security standards that help reduce the risk of your customers' card data getting into the wrong hands. They adhere to the most stringent levels of fraud screening, ensuring that our customers' details remain secure throughout the online transaction process. There are 4 levels of compliance and our providers are Level 1 PCI DSS payment service providers; the highest level of compliance.
For additional online security we use 3D Secure Verification as part of our online processing.


Payment Cards/Methods:

We are pleased to accept the following credit/debit cards and PayPal for online purchases:
 
Visa Logo MasterCard Logo Maestro Logo American Express Logo PayPal Logo
We accept Visa, Visa Debit, Visa Electron, MasterCard, Debit MasterCard, Maestro, International Maestro, American Express and PayPal online.

Sorry, but we unable to accept International Electron, Diners Club, Discover or JCB (Japan Credit Bureau) cards.

We accept Visa (Debit and Credit), MasterCard and American Express on our premises.



Our Web Server:

Our website is hosted on our own dedicated secure server featuring a TLS1.2 certificate. Transport Layer Security (TLS) is a protocol for establishing an encrypted link between a server and a client, more specifically a web server (website) and a browser. TLS allows sensitive information such as name, address details, credit card numbers, and login credentials to be encrypted and transmitted securely. 


Cookies:

Our website uses cookies to allow full website and ecommerce functionality, including during your visit and when using our online shopping facility. By using our website you are accepting this functionality - it makes your visit with us easier to administer successfully, such as remember where you are in the purchase process and retaining shopping cart information. We may also use cookies for website analysis. We do not share any information during the course of your visit to our website. You may alter your preferences with regard to the use of cookies from us by visiting the preferences/settings/security settings within the admin section of the browser being used. If you disable the use of cookies you will not be able to use our website as intended and functionality will be compromised. If you have any concerns over the use of cookies, please clear your cookies after you finish your visit here.

For cookies relating to third party links please view the relevant cookie policy for the websites concerned.



My Account:

Registering an account with us online is quick and easy. At initial registration you only need to provide your name, email address, mobile telephone number and your choice of password. Registering with us will make shopping with us easier and faster. It also allows you to view previous orders and invoices and lets you print them if needed, re-order items more quickly and store your billing and delivery addresses allowing for quicker future checkout.

PLEASE NOTE: Due to a change in website software and functionality (February 2018) anyone who had previously registered with us will need to re-register. Unfortunately access to previous order from our old website will not be visible, but they can still be accessed if required - please contact us if you need any help.


How do I change my details in my profile?

Log in to your account using your registered email address and password. Once logged into your account you can change your details within your account dashboard.


Lost Password:

Click on the Account Login link, then 'Forgotten Password' link on the page, enter your registered email address and click Continue to receive a new temporary password. Then you can log back into your account. Make sure you change your password when you log back in.


My email address has changed:

Simply log in to your account using your original email address and password from when you registered. Once logged into your account you can change your email address from within your account dashboard. If you are unable to login, or have forgotten your password, please contact us so we can help you.


Orders and Invoices:

We no longer send out paper invoices with parcels. A PDF of your invoice will be emailed to you once your order is completed and shipped. Please ensure your email address you use with us is correct and up to date. If you register online with us, you can log in to your account and check your order history. You will also be able to print out your invoices which will be stored in your account dashboard/order history.


Guest Orders:

Where an order has been placed with us online but no user account has been created, you are able to view your order online using the Guest Order View feature.
Simply click on the Guest Order View link from the My Account footer menu below, or click My Account > Account Login from the header menu above and then click on the Guest Order View link. You will be redirected to a page which will ask for your Order ID and email address, which will be in your confirmation email from us. The details you enter are just to verify you to access your order details. Enter your Order ID and email address and click on View Order. For security reasons, our system will send you a link by email which will allow you to view your order online along with any Order History notes we have added.



Delivery Costs:

Please click on 'Estimate Shipping and Taxes' tab in the cart prior to Checkout to get shipping costs. You do not need to be logged in, just select your delivery destination from the drop down boxes.


Delivery Information:

Please click on the >>>> Delivery Link <<<< Also in the footer below.


Collect from Us in Person Option:

UK:: For UK customers, this option allows you to place an order online. Once we have processed your order and it is ready for you to collect we will email you to let you know.

3rd Party Courier Collection:

NON UK: For customers in countries where we are currently unable to ship to, we offer the option of preparing and packing your order for you for collection by courier. Once your order has been packed and is ready for collection, we will email you with the parcel weight and dimensions and these will enable you to arrange collection by your chosen courier. Please ensure you notify us of the courier company collecting the consignment, the date of collection and email us  in advance any courier labels required for the parcel. We will supply customs invoices for shipment. Please note that once collected you will be fully liable for the goods and we will not be liable for any loss or damage in transit.


Shortages:

Sometimes mistakes are made in packing and an item is missing. First please check all your packaging carefully. If you are missing any part of your order please notify us via the >>>> Returns Section <<<< of our website within 24 hours of receipt of your parcel so we can rectify the situation. Failure to notify any shortages immediately may invalidate any claim.


Damage:

Very occasionally items are damaged in transit. Please contact us immediately via the >>>> Returns Section <<<< of our website and we will rectify the problem.


Lost Items:

Please contact us immediately if your order does not arrived when expected.


Only part of my order has arrived:

We may send all available items out and hold the remainder of your order on back order/special order for you. Your enclosed paperwork will identify any items to follow. We will notify you of a delivery date and send out any back-ordered or specially ordered goods as soon as possible. Please Contact Us with any queries.


When will my goods be despatched?

Stock items: For orders placed and received before 1pm Monday to Friday we aim to dispatch the same working day. Orders placed after this time may miss our courier collection time and will be shipped the next working day.
Orders placed outside normal business hours Monday to Friday are processed and despatched the next work day. If any item is out of stock at time of order we will email you confirm your order and give you an approximate delivery time.


Lead Times/Stock Queries/Non Stock Items/Special Order Items

The vast majority of items we sell are in stock for immediate delivery.
Lead Times are quoted for many other products which are not always held in stock, but please be aware these are approximate lead times.
Some items may be temporarily out of stock, and our website may not always represent this. If this happens because we have had a rush on a particular product we will restock as soon as possible. We will hold your order and ship as soon as new stock arrives. Please accept our apologies if this happens. If an item is out of stock we will advise you by email.
For Special Order parts we will hold your order, inform you of an expected delivery date (as best as we can) and get the goods to you as soon as possible.



Returns - What if I need to return an item(s)?

Returns can be made as per our terms and conditions. Please visit the >>>> Returns Section <<<< of our website and request a return giving the required details. Any items returned to Courtenay Sport Ltd, must have a prior approval. All returns must be sent carriage paid by the sender and at the sender's risk (we advise using a tracked and insured service). All returns must be accompanied by a copy of the original and an approved returns request must have been made online. All correctly supplied items returned may be subject to a 15% restocking fee. No returns are accepted after 30 days.



I don't live in the UK. Can I still order?

Yes you can. We ship to most countries worldwide including Mainland Europe, Australia, New Zealand, the USA, Singapore, Taiwan, Chile and Brazil to name a few.

EU countries - Customers in EU member states can buy as if in the UK. UK VAT (EU Tax) is charged automatically and no further tax should be payable upon receipt of your goods.

Non EU Countries - Customers who live outside the EU do not pay UK VAT. Items shipped to Non EU countries are exported excluding UK VAT (Tax). UK VAT is removed automatically from the cost of your order by our online system, but you may be required to pay tax (import duty) when the items are received in your country. We accept no liability for any import duty incurred on items shipped from the UK and the buyer/recipient is responsible for any duty payable.

Please Note: Items ordered by a customer from outside the EU which have had UK/EU Tax deducted cannot be delivered to an EU country.



VAT Free Purchase (Non EU Customers and EU Business Customers):

We offer VAT free (tax free) purchases if you qualify. It is easy and very straight forward and you can order online.

Non-EU Countries:

All orders to Non-EU countries are UK VAT exempt. Please order online, UK VAT will automatically be removed. For some countries we may require a personal tax id for customs (e.g. Norway we need your (11 digit) Personal ID number).

EU Countries Business Customers (Non UK):

If you are a business customer and have a valid EU VAT/IVA/MwSt/TVA/BTW number for your country then you can also buy VAT free from us. Please create your account online and email us with your Tax number. We will enter and verify your Tax ID with the EU database and change your account status to a Business account. You will then be able to order online from us and UK VAT will automatically be removed from your order before you pay.

Please Note: Items ordered by a customer from outside the EU which have had UK/EU Tax deducted cannot be delivered to an EU country.



Are my e-mail address and telephone number necessary?

Yes, they are very important. We may need to contact you about your order. They are also required for our couriers to enable smooth delivery of orders. If you have entered your e-mail address or phone number incorrectly we cannot confirm your order, neither can we contact you in the event of a delay or other problem.


Why would I receive an e-mail asking for more information and ID?

This is usually for security reasons, or sometimes to verify an address if we have a query. The address the cardholder has given whilst processing an order is checked automatically by our payment processors. We may need to e-mail you for further information before confirming dispatch of the goods. If you are unsure of any email you have received feel free to call us to verify its authenticity.



You have charged my Credit Card but my goods haven't arrived:

In the unlikely event that this has happened please contact us immediately by either email or telephone so that we can resolve this for you. Please have your order number available.


I placed my order and nothing has arrived?

Did you receive an order confirmation email?

If NO: It may be that there was a problem with your payment method during checkout and you would have received a message stating there was a problem at time of payment. Please check your payment details are correct or try another card. For example the date is incorrect, the issue number wrong, or the address did not match. (These are essential for security purposes). We do not authorise payments, these are processed through SagePay and Paypal.

If YES: Your order may have been delayed, or out of stock or possibly lost (which is a very rare occurrence). In the event an item is out of stock we will always contact you via email as soon as possible to advise you, though not everyone collects personal e-mail on a daily basis. Please ensure your email address is correct. In the event you think an item has been lost or delayed please contact us so we can check your order status and track it through the delivery agents.

Please do not hesitate to contact us if you need to resolve any queries you may have.



I have not received a reply to my e-mail?

We do try and reply to all emails within 24 hours (often more quickly), during the working week. Sometimes when it is busy it may take up to 72 hours for us to deal with incoming email. Busy times include Mondays and Fridays, so please try and bear with us. Sometimes email addresses are submitted to us incorrectly - if this has happened we're sorry but our email will not get through. Please also check your spam folder for our email. It is very common with msn, live, hotmail, gmail etc type email accounts for our emails to end up in spam. In the event of any query please contact us.



Why have you not confirmed my order by e-mail?

We always send out confirmation emails. In many cases they are sent automatically. It could be that your e-mail address was entered incorrectly e.g. by putting either .com instead of .co.uk (or vice versa). You may also have made your e-mail address a website by mistake (e-mail addresses do not start www.) or it could be your e-mail provider has run out of mailbox room for your account, or it has been deleted by a spam filter which is very common with msn, live, hotmail, gmail etc type email accounts. In the event of any query please contact us.



Can the orders be shipped to another address?

In certain circumstances, yes. Your home address (i.e. the address that your credit card is registered to) must be registered with us for all purchases as these are required to verify the transaction for security purposes. If you need to request a different delivery address (e.g. your work address for delivery during the day), upon finalising your order you may change your delivery address.
If you are paying by PayPal and your delivery address is confirmed we will be able to ship to it.
If you have never ordered from us before then we may not ship to a different address initially for security reasons, especially for high value orders. We reserve the right not to ship goods exceeding £50 to a different address, and will advise you if this happens with your order.



Notes about some of our products.......

Many items sold by Courtenay Sport Ltd are non-standard components for use in modified engines where the original settings and operating conditions no longer apply. These may be deemed Motosport Products. It is the responsibility of the fitter to satisfy themselves that chosen components are suitable for the particular application. Courtenay Sport Ltd has no control over the use of these components and accepts no responsibility whatsoever for the performance of components in new and unknown environments. If the fitter is in any way unsure about fitment of any component we suggest that suitable professional help and advice is sought.


Not all my questions have been answered on this page?

Please Contact Us by email or telephone and we will answer any questions.

GRAPHICS PLEASE NOTE :
We cannot be held responsible or liable for graphics which are incorrectly fitted or damaged during fitment, or for any loss or damage howsoever caused by any graphic stuck onto paintwork or glass. All our graphics are produced to the highest standards. Graphics Application Instructions which we recommend are followed at all times are available on request.

© Copyright Courtenay Sport Ltd


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