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Questions and answers
CAN I RETURN AN ITEM FOR 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 I 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?
DO YOU SHIP INTERNATIONALLY?
I WAS ABLE TO ORDER ONLINE BUT I HAVE RECEIVED AN EMAIL THAT SAYS THE ITEM IS OUT OF STOCK.
Though we hold a comprehensive range of fast-moving stock on site, we have access to over 90,000 lines of backup stock from Lexus’ distribution centre in Lutterworth, as we order direct from Lexus 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 Lexus 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.
I HAVE RECEIVED AN EMAIL TELLING ME THE PARTS ARE WRONG, IS IT GENUINE?
Most likely, always check the signature and email address to make sure that it really is from us before acting. We manually check the compatibility of all parts in your order to make sure that they are correct for your vehicle before you receive them to avoid disappointment when it comes to fitting. Sometimes, this can mean that the payment made when the order is placed is not correct for the value of the part that is compatible with the vehicle and needs to be revised before we can proceed with the order.
I WANT TO ORDER SOMETHING THAT IS COLOUR CODED TO MY CAR, BUT I CAN'T SEE WHERE TO PICK WHICH COLOUR I NEED?
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.
I HAVE RECEIVED A DIFFERENT PART TO THE ONE I ORDERED
Sometimes, Lexus supersede old part numbers for new ones without advising us beforehand. We usually like to amend the invoice so that it shows the correct part number but this is not always possible. If you find that the part number you’ve received is not the part number on the invoice, please contact us to confirm that it is correct before using the part.
I NEED A PART FOR MY CAR, BUT I DON'T REALLY KNOW WHAT IT'S CALLED, CAN YOU HELP ME IDENTIFY IT?
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.
We send you a link to the item for you to order online.
If we don’t stock the item we order it direct from Lexus.
Once we receive the item from Lexus we ship it directly to you.
You should receive the item the next day after we send it.