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CAR PARTS

Faqs

Below you’ll find answers to the questions we get asked most about the services we offer here at Charles Trent. We have broken down our FAQs to a service level to help you find the information you need easily. If you cannot find the information you need or have a specific question please feel free to contact us and our team will do their best to help!

General FAQs

What are your opening times

Call centre (parts): Monday to Friday 8am – 6pm | Saturday 9am – 4pm

Call centre (vehicle collections / scrapping your car): Monday to Friday 9am – 5pm

Tyre sales: Monday to Friday 8am – 5pm | Saturday 8am – 1pm

Salvage auction collections: Monday to Friday 8.30am – 3pm

What is your telephone number?

You can reach the relevant department you require by visiting our contact us page.

How can I find your site address?

 

Buying car parts online

Delivery

What courier do you use for deliveries?

We use DHL and Royal Mail for the vast majority of our smaller part orders to UK and international destinations. We use a range of trusted couriers for parts delivered on pallets such as engines and gearboxes.

How long does it take for home delivery?

We offer fast delivery options to ensure you get the part you need as quickly as possible. We offer next working day delivery to UK Mainland addresses and 2-10 day delivery for all non-UK Mainland addresses. 

Find out more about our delivery options.

Can I collect from one of your sites?

We no longer offer a collection service, however we do offer next working day delivery options across the UK for all postcode areas.

Do you offer weekend delivery?

Saturday delivery is available for a select number of parts in our store. If the part/s you need is eligible for Saturday delivery it will be available as an option in the order process.

Why did I not receive my order the next day?

Our cut off point is 3pm Monday to Friday. Any order placed through our store after 3pm will be processed and dispatched the next working day. In addition, any order placed after 3pm on Friday will not be process and dispatched until the following Monday (unless Saturday delivery has been selected).

Can I track my order?

Yes. You will be sent the tracking number for your order by email once your order has been successfully processed. In addition, we also ask for a mobile telephone contact number to ensure that our couriers can contact you and update you on the status of your order.

Can my order be sent direct to a garage / repair centre?

Yes. Simply input the delivery address at the checkout and our team will process and dispatch your order to this location.

Can someone else sign for my order?

Yes. We don’t require the signature to match that of the addressee. However, please be mindful that the signature taken will be logged for security and will also be used as proof of delivery.

How do I place an order if I cannot see my country in the list of delivery options?

Don’t panic. Our store includes only our most popular delivery locations, although we are able to deliver car parts worldwide. Simply contact us and our team will be more than happy to assist with your enquiry.

Can you deliver to BFPO (British Forces Post Office) addresses?

Yes. Delivery is possible to BFPO addresses.

Are customs and import charges applicable if my order is delivered outside of the EU?

Any customs and import charges are added once your order reaches its destination country. In order to receive your part/s these charges must be paid.

Customs charges are updated frequently and often vary from one country to another. In light of this we cannot inform you of what likely customs and import charges will need to be paid before you can receive your order. In our experience it is best if you contact your local customs office before placing an order to ensure peace of mind of any likely charges.

You must accept full liability for any orders returned to us due to unpaid customs charges. Postal charges, return shipping costs, customs charges and any handling fees will all be deductible from your refund total.

I have been asked for more information from my customs department. What can you advise?

Please contact our team who will be more than happy to provide assistance to help resolve your issue as soon as possible. Ensure that you provide your order number and tracking number to us to help speed up this process.

 

Payment

How do I make an order?

Choose us for the car part you need and we can gaurantee you a 5-star related experience.

To make an order simply enter your vehicle registration, or use the search options selecting the year, make, model and part you are looking for.

Our system will undertake a look-up of our car parts available in stock and match it with your enquiry. These results will be presented to you on screen. If you cannot find the part you need simply send us a part request and our team of parts experts will do their best to find what you need from our expansive list of vehicles awaiting to be dismantled. Our team are also on-hand to assist via live chat or over the phone at +44 (0) 1202 724444.

Is your site safe to make an order online?

Yes. We go to great lengths to ensure peace of mind when purchasing online through our store. Our website is SSL (Secure Socket Layer) encrypted which means that your details are protected when you make a purchase.

In addition, we also undertake security checks on all transactions to ensure the authenticity of each and every card payment.

What payment do you accept?

We accept the following methods of payment via our website: Mastercard, VISA, Switch/Maestro, Visa Debit, Delta and Electron. Unfortunately, we don’t accept American Express. We also accept Paypal payment via our website for customers who are more comfortable purchasing using this checkout process.

Our front counter and telephone sales teams can accept the payment options listed above as well as bank transfers and cash. Your order cannot be received until payment has been made in full.

I have a discount / promotional code. How do I use it?

To used a discount code simply enter it when prompted at the checkout.

When is my card / account charged for the order I have placed?

Our payment systems require the full cost of your order to be charged immediately after your order has been made.

Do your prices include VAT?

All car parts available for sale in our online store have both VAT and ex. VAT prices displayed.

My country doesn't pay VAT. Do you offer discount?

Please contact us if you are looking to make an order from outside the EU and our team can assist with your enquiry.

 

Products

How can I find parts for my vehicle?

To find all matching parts for your vehicle simply input your Vehicle Registration Number (VRN) or enter your vehicle’s details using the drop-down options and we will filter the parts available for your vehicle. For peace of mind please ensure that you check fitment (part numbers, engine codes etc) to confirm that the part is correct for your vehicle. If you are unsure of any of this information please feel free to get in touch via telephone, online request or live chat and our team will do their best to help.

How do I get more information on a product?

We try to provide as much information and detail as possible for every part available on our store. However, if you require more information get in touch via telephone, online request or live chat and we will do our best to help with your enquiry.

How do I find out the mileage of the engine / gearbox I require?

If you require the mileage of any engine or gearbox you are looking to purchase please feel free to get in touch via telephone, online request or live chat and our team will provide this information for you.

Why has more than one part come up for my vehicle when I search for a part?

In many cases we will have a number of similar parts available for your vehicle. Please ensure that you confirm suitability for your vehicle. If you are unsure of the part you need please contact our team on +44 (0) 1202 724444 and we will do our best to help. Part numbers, engine codes and paint codes can help us match the part you need to your vehicle.

What can I do if the part I need is out of stock?

If the part you require is out of stock firstly check that another matching part isn’t available. If you cannot find a match please contact our sales team on +44 (0) 1202 724444 and they will be able to confirm if we have a suitable part available on a vehicle being dismantled soon.

Do you fit parts I've purchased online?

We supply parts but are unable to fit them for you. If you need a trusted local garage to fit your part/s please contact us and our team can assist and provide recommendations.

Do you buy parts?

We don’t buy car parts.

Do you sell engines/gearboxes?

Yes. We have an extensive range of quality used engines and gearboxes available in stock that can be delivered direct to your door or collected from your local Charles Trent site. Our engine and gearbox replacements are tested and trusted, coming with a free warranty for peace of mind.

I can't find the part I need on your store. Can you order it for me?

Please contact our team on +44 (0) 1202 724444 and we will do our best to match a suitable part to your enquiry. As one of the UK’s largest vehicle dismantlers we constantly update our stocks and have new vehicles arriving to remove parts from.

Can I order over the phone?

Yes. Our call centre team are available to take orders and assist with part enquiries. You can contact our team direct on +44 (0) 1202 724444 to speak to one of our part experts. Our call centre is open between 8am-6pm Monday to Friday and 9am-4pm Saturday. If you would like to make an enquiry outside of these hours please use our live chat service or contact us via an email request and we will get back to you at the earliest available opportunity.

What is a used car part?

A used car part is an original part (also known as OEM part) that has been removed from a vehicle. Every part is subjected to inspections and tests to ensure that our high quality standards are met before it is stored in our extensive warehouse. We specialise in providing quality used car parts and have over 90 years’ experience offering this service. We offer a free warranty with every part sold off the shelf for all important peace of mind. Choosing a used part from Charles Trent can save you up to 90% vs buying the same part new!

Are your parts reconditioned or refurbished?

No. We don’t recondition or refurbish any part that we have available for sale. However, we undertake stringent testing to ensure that the part matches our high quality standards. We ship parts worldwide and have generations of satisfied customers. Moreover, we provide a free warranty with every part to ensure peace of mind when you choose Charles Trent for the car part you need.

Do you sell window glass?

Yes, we have a range of window glass for sale online.

 

Order Information

Where is my order?

We will send you the tracking number for your order. You can track your order online or via SMS to keep updated with progress.

How do I make a complaint?

We strive to offer a fast and efficient parts service and if you feel this doesn’t match your experience please contact us and our team will do our best to help. You can reach our sales support team on +44 (0) 1202 724 443 or by emailing care@ctrent.co.uk.

Can I cancel/amend my order or change the address?

We have an automated invoicing system to best handle the volume of orders that we receive. If anything needs changing with your order please contact us at the earliest available opportunity. We will take action to amend or cancel your order with our warehouse team. However, if this isn’t possible we will advise you on the best course of action to take.

 

Refund and Returns

How do I return a part?

If you need to return a part please contact our aftersales team on +44 (0) 1202 724443 or email care@ctrent.co.uk.

How long does it take to receive my refund?

Once we have received your order back and it has been inspected and restocked we will generate a refund. Typically, refund payment is made in 2-3 working days by our accounts department via your original payment method.

My order has arrived damaged. What do I do?

We take great care in packaging and handling our parts to ensure that they arrive to you safely and without damage. If your order has unfortunately arrived damaged please contact our aftersales team on +44 (0) 1202 724443 or email care@ctrent.co.uk.

My part is faulty. What do I do?

Every part sold off the shelf online or through our local sites will come complete with a 90 day warranty from the date of purchase. If your product is faulty please contact our aftersales team on +44 (0) 1202 724443 or email care@ctrent.co.uk.

Who pays for return postage?

If your order is damaged or a part is faulty we will refund the original shipping costs and the return delivery costs.

If you are returning an item that has been purchased in error or is no longer wanted or needed for a refund we will only refund the cost of the item only and not the original delivery cost.

How do I make a complaint?

We strive to offer a fast and efficient parts service and if you feel this doesn’t match your experience please contact us and our team will do our best to help. You can reach our aftersales team on +44 (0) 1202 724443 or by emailing care@ctrent.co.uk.

 

Scrapping your car

How do I get a price for my scrap car?

You can get an instant price for your scrap, unwanted or MOT failure car or van by entering your vehicle registration number (VRN) and post code online. Our online service is the fastest and easiest way to get your car booked in for collection. Click here to get a quote for your vehicle now.

You can also drop your car off at your local Charles Trent site for scrapping. Simply drive in and visit our front counter area and a member of our team will be happy to help.

Can I drop my car off instead of having it collected?

Yes. If it’s more convenient for you to drive your vehicle in as opposed to having it collected we will reward you with a higher price. Simply book your car in online using our instant quote service or drive in and our on-site team can help.

What do you require to scrap a car?

We require the following to scrap a car:

  • Complete vehicle (no parts removed) – If parts are removed deductions will apply
  • HPI clear with outstanding finance
  • V5 registration document (logbook) or a letter of consent
  • Photographic ID – Valid UK photo card driving licence or passport and recent utility bill

How do you pay for scrap cars?

We have the following payment options available when you scrap a car with us:

  • Standard 3 day bank transfer (no admin fee)
  • Same day bank transfer (subject to £8.00 admin fee)
  • Cheque upon collection (subject to £7.50 admin fee)

Important: Payments by cash are illegal (Scrap Metal Dealers Act 2013).

When can you collect my car?

We make vehicle collections between 7am and 7pm Monday to Friday. Unfortunately, we cannot make collections over the weekend period.

Once your quote has been accepted through our system a member of our team will contact you to arrange a suitable day for collection. Our driver will contact you 30 minutes prior to arriving for this scheduled collection.

Can I trust your scrap car collection service?

We have over 90 years’ experience collecting scrap, unwanted or MOT failure vehicles. We offer a service that is fast, friendly and efficient with many generations of satisfied customers. Click here to see our reviews and get an insight into what our customers think of the scrap car collection service we offer.

 

Motor Salvage Auctions

How can I bid to register on your salvage vehicles?

Click here to register to bid on our motor salvage auction platform. Once our salvage team has received your application and successfully processed your payment and ID information you will be approved for bidding.

What are your salvage collection times?

Salvage vehicle collection times are between 8.30am – 3pm Monday to Friday across all Charles Trent sites.

What fees apply?

Please see below a breakdown of fees applicable for vehicles won via our online motor salvage auctions:

► Loading charge of £15.00+ vat per vehicle loaded onto a multi-vehicle transporter

► A late payment charge of up to £25.00 where payment is not received in full within 72 hours of the date of Sale

► A storage charge of up to £15.00 per day if the Lot is not collected within 7 calendar days

► If a Lot is not collected / paid for within 14 calendar days, we reserve the right to apply a re-listing / backing out fee of 10% of the winning bid (Min £100.00, Max £500.00) to reactivate your account. Continual non payment will result in permanent suspension of your account.

► Where expressly agreed between the Seller and the Buyer, a delivery fee in respect of the delivery of the Lot to the Buyer.

► An administration fee of £50.00 to process VAT refunds to bidders who remove Lots from the UK. Any bank charges or currency exchange costs related to the refund transaction will be payable by the buyer

► A membership fee of £50.00 for 1 year or £80.00 for 2 years