FAQs

Does the website show 'Live Stock' values?

No, the website does not currently show whether an item is 'In-stock' or not. If you haven't placed an online order please contact us via Telephone or E-mail us for information on availability. If you have placed an online order we will respond with an updated order outlining parts which are in-stock as well as appropriate lead times for parts which are temporarily out of stock.

How much will it cost to ship my parcel?

Once you have placed an online order, we will respond with an updated order which will contain an exact delivery cost for your order. Due to the varying size of parts we are not able to include an automated system on our website.

Can I cancel an order?

Yes, you are able to cancel an order anytime as long as the parcel has not yet been packaged or shipped. If payment has been taken, the full amount will be refunded. However, if the order has been packed or has been shipped a 20% handling charge may be deducted from your refund.  If you require to cancel your order, it is best to contact us via telephone to ensure we receive the updated information as fast as possible. 

 

Contact Details

Email: [email protected]
Telephone: +44 (0)2476 386 903
Fax: +44 (0)2476 345 302

 

Opening Hours

Monday: 8:30am - 5:30pm
Tuesday: 8:30am - 5:30pm
Wednesday: 8:30am - 5:30pm
Thursday: 8:30am - 5:30pm
Friday: 8:30am - 5:30pm
Saturday: 8:00am - 12:00pm
Sunday: Closed
Can I change the delivery address of my order?

Yes, it is possible to change the delivery address of order as long as the parcel has not left the warehouse and is already in transit. However, additional delivery costs may occur due to the different address. If you require to change your delivery address, it is best to contact us via telephone to ensure we receive the updated information as fast as possible. 

 

Contact Details

Email: [email protected]
Telephone: +44 (0)2476 386 903
Fax: +44 (0)2476 345 302

 

Opening Hours

Monday: 8:30am - 5:30pm
Tuesday: 8:30am - 5:30pm
Wednesday: 8:30am - 5:30pm
Thursday: 8:30am - 5:30pm
Friday: 8:30am - 5:30pm
Saturday: 8:00am - 12:00pm
Sunday: Closed
Will I be charged VAT?

United Kingdom: No.

Within the European Union (Except UK): Yes,  If you have provided a valid VAT number: No

Outside of the European Union: No.

I already have a privilege/trade account, how can I view my pricing on the website?

If you are already have an active privilege/trade account with us, please contact us via email or telephone and we will apply the discounted prices to your account.

When does my Privilege Account expire?

If you have purchased the Privilege Account through the website, your account expiry date should be displayed under My Account automatically once payment has been made. If you have purchased a Privilege account over the phone or by email. Please register on the website and then contact us via telephone or email requesting for your Privilege discount to be applied to your online account. We will assign the Privilege Discount to your online account for the remaining period on your account.

Can I return parts to Martin Robey Group for a refund?

Yes, you are able to return parts to Martin Robey Group as long as they have:

  • Not been fitted to the vehicle
  • Not been damaged in any way.
  • Purchased within the last year.

All parts which are no longer required or have been incorrectly ordered are subject to a 20% handling charge to the value of the goods. Goods which have been incorrectly supplied by Martin Robey Group are able to returned or exchanged without a 20% handling charge.  

Please print out and complete a 'Parts Returns Form' and return this alongside the parts. Click Here to Download 'Parts Returns Form'

Can I pay using PayPal?

No, we currently do not accept Paypal payments. We only accept payments via credit or debit cards (excluding American Express).

When will I receive a refund for a surcharge?

All products that have a surcharge are sold on an exchange basis. If you do not send us your exchange product, we will not refund the surcharge to you.

Once you have shipped your product to us, we or a third party will then evaluate whether your product is serviceable and can be refurbished for resale. If the product can be refurbished, we will refund the surcharge to your card. If your product is not in a suitable condition for refurbishment, one of our sales representatives should be in contact with you to discuss the options available. In this case, only part or none of the surcharge may be refundable. Note, during busy periods it can take up to 4 weeks to refund the surcharge.

If you have any further questions please contact us via [email protected] or +44(0)2476 386 903

 

Can I place trade orders online?

Yes, our new website now allows for trade orders. please Register an Account and then contact us via [email protected] or Telephone: +44(0)2476 386 903. If you are a regular customer and we can find you on our system we will activate your trade discount automatically. If not, we may require some additional information to verify that you are a genuine trade business.

Can I track my order online?

Depending on which shipping options you have chosen on checkout. All of our parcels are shipped with either TNT, UPS or Royal Mail. If you provided us with an Email address, you should have automatically received an Email from TNT or UPS (not Royal Mail) with the tracking details. If you have not been provided with a tracking number please contact us.

TNT : Click Here If you have not been provided a Shipping Number, you can search by 'Customer Reference' by entering the Invoice Number at the bottom of your Invoice. Only enter the numbers following 'IV00' for example '12345' not 'IV0012345' 
UPS: Click Here If you have not been provided a Tracking Number, you can search by 'Track By Reference' by entering the Invoice Number at the bottom of your Invoice. Only enter the numbers following 'IV00' for example '12345' not 'IV0012345'. You do not need to enter the 'Shipper Account' when searching by this method.
Royal Mail: Click Here Parcels sent via Royal Mail are not tracked as standard. If you have not recieved a Tracking Reference Number please contact us for more informtion.

 

 

 

Your local spares specialists for all Jaguar and Jensens, wherever you are in the world...