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Frequently Asked Questions

Here you will find answers to some of most frequently asked questions on eliseparts.com. If you have a question and cannot find the answer here, please contact us.

How does the Eliseparts Loyalty Discount work?

EliseParts’ Loyalty Discount scheme is a much fairer way of giving something back to our loyal, regular customers.

You will need to register to have an EliseParts account before placing an order. After registration you should log in and place orders under the same account. Our website will keep a record of your purchases and automatically allocate the correct discount depending on how much you have previously ordered.

The discount you receive increases each time you reach the next level, it is only for online orders through your account as the orders and relevant discounts are automated.

Since we started the loyalty discount scheme, 50% of our 33,000 customers are between 3% and 4% and another 30% are at the top level of 5% already.

Please note that we are unable to offer discount on Lotus OE parts.

Discount Levels:

£501 - £1000 1%
£1001 - £2000 2%
£2001 - £3000 3%
£3001 - £4000 4%
Over £4000 5%

The levels are EXCLUDING VAT and Delivery Charges; discount cannot be used towards any Special Offers we are running i.e. you cannot get discount twice.

How does the FREE UK delivery work?

We ship orders over £250 (ex VAT and postage) to anywhere in the UK Mainland free of charge. To qualify for free delivery, orders must be made via our secure website - unfortunately, we can’t add on the difference if you’re near the £250 threshold.

** Please note that due to courier out of area surcharges, some Highland areas are excluded from our free delivery service and will incur some additional costs.

We aim to deliver within 2-3 working days on the majority of our products; if there is a likely delay we’ll contact you as soon as possible. We’ll also let you know when your package has been shipped.

Packages delivered by Parcelforce, FedEx, or Post Office Special Services will need a signature at delivery. If you miss delivery, a delivery card will be left for you to re-arrange delivery or collection. Items are usually held for seven days before being returned to EliseParts and we will need to make a charge for a re-delivery.

If your package is damaged in any way please sign for it as damaged and inspect the contents; if you are dissatisfied, refuse delivery and contact us for a replacement otherwise we cannot claim any compensation and will need to charge for the goods.

Do not hesitate to contact us if you are concerned about any aspect of the delivery, we can keep you informed as to the order status.

If you require an ultra fast delivery we can still help but may need to make a charge for this service.

How long does delivery usually take?

Items are usually shipped within 24 hours and normally our UK customers can expect them the next WORKING day from dispatch.

Overseas customers are given an option and approximate timescale when ordering online, we try and ship the package within 24 hours. Timescales vary from 24-48 hours to France, Germany, The Netherlands, Belgium, Italy and other European countries.

Orders to USA, Canada, Australia, Japan, Hong Kong, etc are usually 1-3 days but please contact us if the package is urgent and we will do our best to help.

Please note that we are only able to ship goods via courier to Russian commercial addresses and not residential addresses.

Do I need to sign for the delivery?

Every item we ship requires a proof of delivery, so a signature will be required with no exceptions.

You can choose separate billing and shipping addresses when ordering and keep multiple addresses in your account's address book so choose a safe delivery address where you're able to sign for any packages.

Can I have my order delivered to a different address?

We will be able to deliver your goods to a work address, however, we will need to know the address that the credit card is registered to for security verification purposes.

Our website will allow you to store multiple addresses in your account so you can quickly and easily choose separate billing and shipping addresses when placing an order.

How much will it cost to ship my parcel outside of the UK?

When you have registered and input the parts you require into your basket, our comprehensive website will then calculate at least two shipping options for you to choose from depending on the contents, size or weight of your package and where it's going to. International shipping starts from around £10.

If you are in Europe you will pay no UK tax (VAT) but you will need to pay your own country taxes and the courier may make a charge for paying on your behalf, The Customs Clearance charges vary from 12 Euros to 18 Euros depending on your location.

Please note that we are only able to ship goods via courier to Russian commercial addresses and not residential addresses.

Can I collect my order from you?

Yes, this is a service we offer.

Please complete your order on-line; choose the “Click & Collect” shipping option. We will then prepare your order ready for you to collect from our premises (please see our opening times). If you can advise us what time will be best for you we will ensure everything is ready.

Do I need to pay VAT (or import duty) if I am not in the EC?

If you are outside the UK and Northern Ireland you will NOT be charged VAT at 20%; instead you may pay your own country’s VAT and or import duty. The rates vary so we advise you to check prior to ordering parts from us.

Do your prices include VAT?

All products show exclusive of VAT on the website but you can choose whether the website shows prices including VAT if you are in the UK.

All orders supplied outside the UK and Northern Ireland will not be charged UK VAT.

What telephone number do I call from outside the UK?

Our direct dial numbers are:
Tel: +44 (0) 1480 860002
Fax: +44 (0) 1480 869168

How quickly should I expect an answer from Eliseparts?

We pride ourselves on our response time which is usually within 24 hours; however, should you not receive a reply from us within 2 working days please telephone as your email may have been mistakenly deleted by our spam filtering.

How can I check on the status of my order?

Firstly, check your online account as this will display the status of your order and any updates. We will send an email when your order status changes and once dispatched, you can track your parcel progress online via your chosen couriers on-line tracking site, Fed-Ex or Parcel Force.

If we have dispatched your parcel by Royal Mail there is no online tracking available (non UK orders).

Please wait at least 3 working days UK or at least 7 working days (outside UK) before contacting us as sometimes these parcels take a little longer to arrive.

How do I contact Customer Service?

Email us at sales@eliseparts.com or call us on 01480 860002 if dialling from the UK or +44 (0) 1480 860002 if overseas. Please remember to quote your order number for reference.

What are the Sales desk opening hours?

Our sales desk is open Monday to Friday 8.30am - 5.30pm and Saturdays 8.30am - 12.30pm, although we do answer emails and process orders 7 days a week.

What methods of payment are accepted by Eliseparts.com?

We accept most major credit and debit cards including MasterCard, Visa, Maestro, and Switch. We can also accept bank transfers and Paypal.

For our bank details, please email us at sales@eliseparts.com

When does EliseParts take payment from my credit card?

We receive your card transaction from Global Payments pre-authorised, we will inform you of any delay longer than 3 days for you to decide whether to proceed.

Are my card details secure?

We are partners with Global Payments and use their latest technology when accepting payments and we utilise the industry-standard Secure Sockets Layer (SSL) technology to encrypt all your personal information including debit and credit card number, name and address.

We are so confident about the transaction security when using our secure server ordering system that we back every purchase with our Security Guarantee.

If you are still unsure about sending your credit or debit card details over the Internet you can telephone your order through +44 (0) 1480 860002.

Why is my Order History or Invoice in sterling?

Even though you may pay in a different currency, all transactions are processed in sterling as Eliseparts.com is based in the UK.

Do you display your entire range of products online?

Not all of them are online as we invest heavily in research and development; we always have several parts in the pipeline.

Can I buy Original Lotus parts via Eliseparts?

A vast amount of our parts are original equipment already but should you have a specific item you require that is only available from Lotus we would be pleased to help you. All we ask is that your request is for a reasonable amount i.e. over £100, the price we charge will be no more than the Lotus retail price for the item.

What happens if the item I want is not available?

Sometimes, due to unexpected demand, a product you have selected may be unavailable. If this is the case we will suggest an alternative or confirm when the product will be available via a link on the product page.

Can Eliseparts fit the parts for me?

No but we can recommend several companies we have close relationships with depending where you are located in the World.

How often are new products added to the online shop?

Our website is updated weekly so there will be new products and offers online all the time.

What if I would like to refund or exchange a product I've purchased?

A full refund or an exchange of equal value if preferred is guaranteed for customers returning unopened products within 14 days after delivery. Please see our Terms and Conditions as a re stock fee may be applicable.

A full refund or an exchange of equal value is also guaranteed for customers returning a product with a proven technical fault within 28 days of purchase or delivery.

A free inspection and repair will be provided for all products that develop a fault, providing it has not been caused by accident, misuse or neglect, within the manufacturer's guarantee period. This does not affect your Statutory Rights.

Products must be returned with all components (instruction booklets, remote control etc).

My product has been untouched, but I did open the box - am I entitled to a refund?

Yes - as long as the packaging is in good condition and the products are untouched.

My product has a fault but I have lost some of the accessories. What should I do?

We can exchange the product like-for-like, keeping back those items that were missing. If you would like to replace your missing items our sales desk has a list of prices.

I bought this faulty product less than 28 days ago but I've lost the receipt. Can I have a credit or refund?

Our audit trail will verify your purchase, in which case yes, you can have a credit or refund. If you have a problem please ask for the store manager.

What should I do if I have a complaint?

Should you in any way feel dissatisfied with any part of our service then please contact us at sales@eliseparts.com. Our sales team will respond to your email within 3 working days and endeavour to rectify the situation. Should you still feel that your grievance has not been properly addressed then you may of course continue correspondence with the Managing Director.

What are your Christmas opening hours?

22th-27th Closed
28th Open
29.12.22.-01.01.24. Closed
02.01.24. Open

Eliseparts.Com Ltd
Unit 6 Lotus Court
Harvard Industrial Estate
PE28 0LS

01480 860002