Customer Service | Replace Base

Customer Service | Replace Base

 

Welcome to our customer service portal. Here you will find some additional information about several aspects of your order with us! If you are still in need of help, you can get in touch with us at any time.

 

 About Us

We would love for you to hear more about us - please visit our about us page.

Did you know we now have a user forum? Whether you just have some questions about a repair you're planning to carry out, or you're a repair shop looking to find likeminded people to share tips with, join us and register today! - Forum.replacebase.co.uk

 


Shipping & Delivery

All of our products (unless otherwise stated) are available for shipping throughout the world. A full list of the countries we ship to are as follows:

Country Standard Items Battery Shipping Available Country Standard Items Battery Shipping Available
UK Yes Yes Malta Yes No
Austria Yes Yes Netherlands Yes No
Australia Yes No Poland Yes Yes
Belgium Yes Yes Portugal Yes Yes
Bulgeria Yes No Romania Yes Yes
Croatia Yes Yes Russia Yes No
Czech Republic Yes Yes Slovakia Yes Yes
Cyprus Yes No Slovenia Yes Yes
Denmark Yes Yes Spain Yes Yes
Estonia Yes Yes Sweden Yes Yes
Finland Yes Yes Saudi Arabia Yes No
France Yes Yes United Arab Emirates Yes No
Germany Yes Yes      
Greece Yes No      
Hungary Yes Yes      
Ireland (ROI) Yes Yes      
India Yes No      
Italy Yes Yes      
Latvia Yes Yes      
Lithuania Yes Yes      
Luxembourg Yes Yes      

 

Your order will be picked, packaged and dispatched within 24 hours of payment (excluding weekend and Bank Holidays).

All orders made before 2PM Monday - Friday will be dispatched same day. We often extend time when possible; the latest dispatch time for same day dispatch will be shown during checkout.

All shipping costs will be calculated for you at checkout - price depends on the method chosen, location and order value.

We have also included a shipping table below so you can calculate postage cost before shopping with us.

PLEASE NOTE: If your order contains a battery, your order will be processed using a different set of postage rules due to restricted shipping on hazardous goods. Please view HERE to see battery shipping information and rates.

Name Service Delivery Time Order restrictions Cost
UK Standard Royal Mail 24 1-3 Working Days (usually next working day)* Order less then £30 £1.20
UK Recorded Royal Mail 24 Recorded 1-3 Working Days (usually next working day)* Order upto £50 £2.40
UK Next Working Day Interlink / UK Mail Express** Next Working Day Any Order Value £4.80
Europe Economy Royal Mail Air Mail Please check zone table Orders less then £45, excludes Italy, Greece, Spain and Portugal £2.40
Europe Tracked Royal Mail International Tracked Please check zone table Any Order Value, all destinations. £11.00

 

 European estimated delivery time:

Zone Country Europe Economy Europe Tracked
Zone 1 Belgium,France, Germany, Luxembourg, Netherlands and Republic Of Ireland 2-4 Working Days* 2-4 Working Days*
Zone 2 Austria, Denmark And Finland 3-5 Working Days* 2-5 Working Days*
Zone 3 Czech Republic, Estonia, Latvia, Poland, Sweden, Hungary, Italy, Portugal, Spain, Bulgaria, Iceland, Lithuania, Romania, Greece, Portugal, Cyprus  3-8 Working Days* 3-5 Working Days*

We now ship to non EU destinations - please see rates below:

Please note: we are currently unable to ship any form of battery outside of the EU. If you have a battery in your cart, you will be presented with an error and need to remove your battery to continue checkout. 

 

Country Service Delivery Time Cost
India DPD Air Standard 3-6 Working Days* £12
India DPD Air Express 2-4 Working Days* £15
United Arab Emirates DPD Air Express 2-4 Working Days* £14
Saudi Arabia DPD Air Express 3-5 Working Days* £19
Russia DPD Air Standard 6-10 Working Days* £30
Russia DPD Air Express 5-8 Working Days* £35
Australia DPD Air Express 3-5 Working Days* £19

 

PLEASE NOTE: If your order contains a battery, your order will be processed using a different set of postage rules due to restricted shipping on hazardous goods. Please view HERE to see battery shipping information and rates.

*Estimated delivery time based on statistical data, this is not a guaranteed delivery time.

**For Highland and UK offshore orders we may be unable to use DPD Local, in this case we will use Royal Mail Special Delivery. This may result in 1 working day being added to your estimated delivery time.

UK Next Working Day Delivery:

For Next Working Day Delivery we use DPD Local, but on occasion we will use Royal Mail's Special Delivery. Either service is only guaranteed for next working day delivery, meaning that delivery shouldn't be expected on a Saturday, Sunday or Bank Holiday.

If you require a guaranteed Saturday service, please get in contact before making your order to check that we can accommodate this for you.

Change of Shipping Method:

Sometimes, at our discretion, we may upgrade your delivery if we believe it is a more suitable service for you.  

Shipping Orders Containing Batteries:

If your order contains a battery, your order will be processed using a different set of postage rules due to restricted shipping on hazardous goods. Please view HERE to see battery shipping information and rates.


Terms & Conditions

For the boring bits we have a dedicated page; please see our Terms & Conditions page.

 


Privacy & Security

A copy of our privacy statement can be found here.

 


Returning Your Order

If you wish to return your order to us for a full refund, you can do so within 30 days of purchase. Goods must be returned in the same condition they were received in, complete with packaging with no signs of installation or use. We highly recommend packaging the item well and using a tracked service, as we are not responsible for any loss or damage in transit.

Please contact us prior to returning items; please don't simply post the item back, always include your receipt, order number or proof of purchase to help us track where it's come from. It may take 1-3 days for us to process the return, excluding weekends and Bank Holidays.

Faulty goods:

Although faults are rare, they do unfortunately happen from time to time. In the event that you believe you have a defective part, please get in touch with us, we will help troubleshoot any problems with you. If the part is defective, we will get the part refunded or exchanged for you under our warranty.

 


Warranty

All of our products come with a warranty. The warranty length is stated on the product's description and starts on the day you take delivery of your goods.

All warranties offered unless otherwise stated, are warrantied and handled by The Replace Base Ltd on the behalf of the manufacturer or distributor. When returning items under warranty (after the initial 30 days), you are responsible for the cost of safe return to us and to ensure we receive the item in reasonable condition.

Once we receive your goods, we will carry out any necessary testing and checks and will replace the part for you. In the event that the part has been discontinued or no longer available, we will offer a suitable replacement or refund.

Our warranty does not cover damage to the part caused by fitting or removal of the part. If a part is returned to us with damage, this will unfortunately not be covered under warranty.

 

 


Placing Your Order

You can place your order with us directly on our website. We accept all forms of credit/debit card, PayPal Express as well as Amazon Pay. Once you have completed your order, we will send you a confirmation email to the address provided and will send you a further email to notify you when your order has been shipped.

Orders can be tracked by logging into your account at the top of the page and clicking login - if you have any questions or are having trouble logging in, please contact us.

Payment, Pricing & Promotions:

Although we endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be priced incorrectly. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.

Viewing Orders:

Orders can be viewed by logging into your account at the top of the page and clicking login. If you didn't create an account with us at the time of order (using Guest checkout), you can email us at any time and we will be happy to provide copy documentation. 

Updating Account Information:

Account information can be changed by logging into your account at the top of the page and clicking login.

 


Tax, VAT and Importing

We are a UK, VAT registered company and as such we do charge 20% VAT on all UK orders. A VAT invoice will be supplied to you. If you are exempt from paying VAT (for example you live in the Channel Islands or are a VAT registered company outside of the UK, but within Europe), your VAT will be removed at the checkout. 

For countries that are exempt from UK VAT such as Norway, Switzerland, Channel Islands, Gibraltar, Bosnia and Herzegovina and Iceland, you will be responsible for any import tax added by your local customs office. We do supply your local customs office with all invoices and relevant paperwork to get this cleared quickly and accurately.

 


Contacting Us

We have dedicated staff here to help; please visit the contact us page to get in touch - we aim to get back to you within 2 working hours.

 


Opening Times

Although we usually start early and finish late, our official working hours are:

Monday 10AM-5PM Orders placed before 2PM will be shipped same day*
Tuesday 10AM-5PM Orders placed before 2PM will be shipped same day*
Wednesday 10AM-5PM Orders placed before 2PM will be shipped same day*
Thursday 10AM-5PM Orders placed before 2PM will be shipped same day*
Friday 10AM-5PM  Orders placed before 2PM will be shipped same day*
Saturday 6AM – 10AM     We start early and finish early on a Saturday, this is to ensure all orders from Friday are shipped on Saturday or prepared for shipping on Monday.
.Sunday CLOSED Although we are technically closed on a Sunday, we may have someone on hand to help with any email queries, this is not guaranteed.
UK Bank Holidays CLOSED Although we are technically closed on a Bank Holidays we may have someone on hand to help with any email queries, however this is not guaranteed.

 *We often extend time when possible - latest dispatch time for same day dispatch will be shown during checkout.


Loyalty Points

If you decide to create an account with us, we now offer Loyalty Points! 

Current standard rates of loyalty points are:

£1 spend = 1 point, 1 point = £0.01

Points are issued on item value only and does exclude shipping costs.

We do sometimes promote double points on some items - these will be added to your account in the same way as standard points earned.

 


Bulk Buying

We offer some excellent services for trade customers and organizations; please visit our bulk buying page.


Complaints

We work very hard to ensure our customers are happy, however we understand sometimes things can go wrong. When they do, we want the chance to put it right for you  - please contact us with any complaints or concerns.


Community

We actively encourage our registered users, guests and staff to contribute to the community and help post and answer questions.

We politely ask that all questions are relevant to the products, and the answers are relevant to the question. Any swearing, off topic, racist or malicious comments will be removed.

30 Day Return If You're Not Completely Satisfied

12 Month Warranty On Most Items

Customer Support We're Here To Help

European Shipping From Just £2.40