How can we help?
Frequently Asked Questions
Shopping with us
We use DPD as our main courier. For some smaller items we try to use the post office. For more information about delivery and shipping check out or Delivery Information page.
Once your item is dispatched DPD should notify you saying they have your parcel. After this notification you should receive your item the next day.
Aftersales support
We are sorry to hear your goods have not been received in the condition you would expect. In the unlikely event of receiving damaged goods please contact us and make us aware. All of our goods are checked and wrapped carefully before they are sent out, however we know accidents do happen and it’s possible something could happen during transit. We may ask you to take photographs, so the best thing to do would be to email us with these and details of your order, including the order number. Once you have sent this across, you are welcome to phone us and we can arrange collecting the item and sending you a replacement as quick as possible.
If you are missing an item that you were expecting to come with the rest of your order, you’re more than welcome to call us and we can investigate this for you. It may be a case that the items were sent individually, however we will look into this straight away and advise you. If an item is missing, it’s also possible it could be out of stock. In this instance, we would have tried to contact you to make you aware. You could also check your emails incase you missed our call and we have emailed you to inform you. We will aim to get this resolved as quickly as possible.
Please see our return policy here.
Please check your order confirmation to ensure you are expecting the item before contacting us. Please also ensure you keep your phone handy as it’s possible a courier may be in touch to ask for more detailed directions. You’re more than welcome to call us and we can investigate if there is a reason for the delay.
Other FAQ's
It is very easy to create an account with us. Simply click the My Account link in the top right corner of the screen. Alternatively, click here to be taken to the registration screen. We try to limit the details provided for a more enjoyable experience whilst on our website.
Yes, you can collect from our Jaecoo Dealership in Swindon, but due to security, you will need to quote the order number and bring ID when you collect the item. We will notify you when the order is ready, please wait until you receive this notification before making your way to collect, to avoid disappointment.
All Jaecoo Parts come with a Jaecoo Parts Warranty. Please see Jaecoos website for more information.
Though we hold a comprehensive range of fast-moving stock on site, we have access to over 90,000 lines of backup stock from Jaecoo's distribution centre in Rugby, as we order direct from Jaecoo there may be times that certain items are out of stock or on backorder and we do not receive prior notification of stock availability with Jaecoo reserving the right to amend ETAs as necessary. We continue to list the parts and accessories as they are still able to order. We still process your order as normal but back-ordered items will have a longer estimated time of arrival. As with any order, the estimated delivery date is not guaranteed and some parts may take a lot longer than others to become available. In instances where one backordered part is holding and order, we reserve the right to hold the order until all parts are ready for despatch together.
With colour coded parts and paint repair kits we use the registration number of the vehicle provided with the order to select the correct colour for you.
Absolutely, we love helping customers through their journey of identifying the right parts and ordering to get them back up and running. Of course, sometimes it can be tricky to identify the right parts as we are not mechanics and have only simple diagrams, so while we are able to supply copies of these diagrams to help you identify parts, it is a good idea to have your mechanic provide a second opinion as responsibility ultimately lies on your description of the parts required.
Can’t find what you’re looking for?
Call us on 01793 421555
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