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FAQ

Questions and answers

CAN I RETURN A ITEM FOR A REFUND?

You can cancel your purchase at any time either before or up to 14 working days* following the day you receive the goods by completing our Returns Form.

* working days means all days other than Saturdays, Sundays and Public Holidays.

Please note: Parts that have been specially ordered (for example left-hand drive products, keys, locks or VIN specific parts) are non-returnable.

HOW DO A CREATE AN ACCOUNT WITH LEXUS PARTS DIRECT?

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. You are also able to add a vehicle to your account and save the details to your account. Simply click the My Vehicles button located in the header menu.

I HAVE A FAULTY ITEM, WHAT DO I DO?

The following are guidelines. Wherever possible we will respond to your individual circumstances.

If you believe that the part is faulty and are looking for a replacement, our invoice is a Lexus invoice and comes with a one-year parts warranty. This would need to be booked into a Lexus dealer and checked. If the part is found to be faulty, this part will be exchanged free of charge, subject to warranty terms and conditions. If the part requires labour for the removal and fitting, this will be covered if the part was originally fitted at a Lexus dealership. If it was fitted outside the dealer network then the cost of labour incurred for the replacement of the faulty part would be payable by yourself.

For more on this, visit your local dealer with your invoice and this can be explained

If the part has not been fitted and you feel it is damaged, you will always have the option of an exchange or refund if you report the issue within 28 days of delivery. In all cases, we reserve the right to inspect the product and verify the fault.

To qualify for a refund or exchange on a part that isn’t faulty the product must be:

  • In “as new” condition; and
  • Complete with any accessories and free gifts offered with it and in its original undamaged packaging.

If a fault occurs while you are abroad, please contact us after you return to the UK.

Certain special-order items are non-returnable, except in the case of a manufactures defect. This will be indicated in the products description and in your order confirmation email.

This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.

Any refund due to a fault or other defect will include a refund of the applicable delivery charge. We will also pay for our costs of collecting goods for replacement or refund. Replacement goods are sent by standard delivery only (i.e. premium services are not available).

If the item has been damaged during delivery, we will need to know within 12 days

CAN I COLLECT IN-STORE?

Yes, you can collect from us at Fish Brothers Lexus, but due to security, we will need to recharge you when you collect the item. When placing an order put in the notes that you wish to collect (You will still need to pay the shipping fee but this will be refunded). Once we receive your order we get in touch to confirm any parts will fit your vehicle. We will also confirm that you will be collecting and when the item will be ready. Once the item is ready to be collected we will refund your initial purchase back to the same payment method used. Once you collect the item you will be required to pay for it on collection.

DO YOU SHIP INTERNATIONALLY?

Yes, we do! Since there are so many different parts and accessories to choose from on our site it would be impossible for us to know the shipping charges for your items due to the boxes shape and size depending on the collection of parts you want. So what we have done is created an easy to use contact form especially for international shipping quotes. Click here to be taken to the form. We will then get a personalised quote from our courier for you.

I WAS ABLE TO ORDER ONLINE BUT I HAVE RECEIVED AN EMAIL THAT SAYS THE ITEM IS OUT OF STOCK.

As we order direct from Lexus there may be times that certain items are out of stock or on backorder. We are still able to order these parts and accessories that is why we keep the listings up on our site. We will still process your order but back-ordered items will have a longer estimated time of arrival. With back-ordered parts the estimated day is not a guaranteed date, some parts may take a lot longer but some items may turn up sooner.

Enquiry

Can’t find what you’re looking for? Send us an enquiry.

Add the part

We will look up the correct part and add it to our website.

Ordering

We send you a link to the item for you to order online.

Lexus

If we don’t stock the item we order it direct from Lexus.

Delivery

Once we receive the item from Lexus we ship it directly to you.

Enjoy

You should receive the item the next day after we send it.

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