Frequently asked questions...
How do I create an account?An account is created automatically for you as you progress through our checkout system. The information you provide to enable us to fulfil your order is the same information used to create your account. This information includes the following:
1. e-mail address, used as your account username and to send you a confirmation of your order
2. Billing / Delivery address
3. Telephone number, in case we need to contact you regarding your order
4. Password, a unique password you use in conjunction with your username to access your account.
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Why do I need to create an account?Creating an account on our website during the checkout process allows you to access your account, keep track of orders and print invoices If you need one. You can also create a Wish List as you shop or save your basket for a later date. Having an account makes your future checkout process quicker and easier.
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I've forgotten my password, what do I do?On the My Account page click the link for an existing customer and then click the forgotten password link. Then enter your email address and we will send you a link to enable you to reset your password. For security reasons we do not have access to customer account passwords and cannot reset these on your behalf.
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Am I able to amend my order once it has been submitted?Yes, but only by contacting us by phone. Once your order has been submitted, your order is sent straight away to our suppliers for processing and delivery. If you need to amend or cancel your order after it has been submitted please contact us as soon as possible. We will try and have the order cancelled or amended before it gets dispatched. If you need to add items to the order we will try and combine the additional item / items to the original order. We may ask you to process the additional items through the website and will refund any additional carriage costs if applicable.
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I’ve changed my mind, how do I return an item?Customer satisfaction is our highest priority, so we have made our returns process simple:
CCW-Tools offer a 14 Days Peace of Mind Returns Policy. Items should be returned unused, in a saleable condition, with their original packaging and with all component parts and any promotional items.
1. Simply call our customer service team on 01522 888178 to let us know you want to return an item.
2. Please return your product to the following address, we endeavour to issue full refunds within 7 working day of receiving the returned item / items.
Classic-Car-World Ltd.
32 Washingborough Road,
Heighington,
Lincoln,
England
LN4 1RE
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How do I return faulty items?We offer a 14 day faulty goods returns policy. If you find a product(s) to be faulty within 30 days of receiving the item(s) please contact our customer service team on 01522 888178 to discuss the fault. In most instances we will repair or replace the item with the same or an equivalent model under the manufacturer’s guarantee (where the manufacturer’s guarantee still applies).
We will normally arrange for the item to be collected and returned to the manufacturer workshop to be assessed in the first instance. When returning a faulty product please make sure that you return all component parts and any promotional items received. You should also include your invoice. You can get a copy invoice by logging to your account on the website and viewing your order history. Alternatively you can call our customer service team on 01522 888178 and we can e-mail a copy of the invoice to you.
If you purchased the item more than 30 days ago our aim is to get the problem put right as quickly as possible. In most instances we will repair or replace the item with the same or an equivalent model under the manufacturer’s guarantee (where the manufacturer’s guarantee still applies).
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Can I have my order delivered to a different address?Yes, but we prefer to deliver all order to the card holders address for security reasons. If you wish to have your order delivered to an alternative address we reserve the right to contact you and confirm the card holder details. There is an opportunity for you to enter the delivery address that you require on the address page of the Checkout.
Please note, we are unable to deliver to Post Office Boxes as we require signatures upon delivery of the goods.
If paying with PayPal we recommend that you add any additional address to your PayPal account as this will offer PayPal seller protection to the order allowing us to deliver to a confirmed address.
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Can I track my order?Yes. As soon as your item has been dispatched you will receive an email detailing that the order status has been updated and quoting the expected delivery timescale. We can normally provide the name of the courier and your consignment number to day after the order has been dispatched due to availability of information from the carriers. If you require your order tracking number please contact our customer services team on 01522 888178 and we should be able to help.
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Why is my order sometimes delayed?We quote 3 – 5 working days for all orders dispatched on our standard or Free UK Mainland delivery services. Orders received before 3:00pm Monday – Thursday are dispatched the same day and usually arrive within a couple of days. In a small number of cases parcels could possibly be delayed due to circumstances outside of our control. Should this happen we will try and contact you in advance and let you know.
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What happens if I’m not in when my order is delivered?If you are not in when the carrier attempts to deliver your order they will usually leave a calling card letting you know that they attempted to deliver at a certain time and date. They will normally try and deliver the order again the following day. If this is not convenient or you would like to arrange a different date or time please contact the courier directly using the telephone number on card quoting your tracking number and arrange an alternative delivery date.
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How do I know my promotion code has been accepted?If you have been issued with a promotion code you can enter this in the basket or during the checkout process. After entering the code and applying this by clicking on the button you will see that the promotional discount has been applied in your basket. A summary of the promotion will be displayed.
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Can I see prices excluding VAT?Yes, the website will show both inc VAT & ex VAT prices on the product pages.
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I live in the Chanel Islands do I need to pay VAT?No, VAT is deducted automatically from you order if you select the UK - Channel Islands as the delivery location during the checkout process on the website.
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Why do you list items as "Out of Stock Items" on your website?As with most Internet based traders we dispatch all orders directly from our suppliers. We update our stock reports on a daily basis to minimise the risk of out of stock orders but on some occasions stock levels change before we are notified. Please note that if an item is showing as "In Stock" on our website it might be that there is only 1 or 2 available. We recommend that if you are ordering quantities of a particular item it may be advisable to contact us on 01522 888178 first to confirm sufficient stock to meet your needs.
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