What courier do you use for deliveries?
We use Royal mail and DHL to send most of our UK orders.
Euro Car Parts reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.
How long does it take for home delivery?
We currently offer next day delivery on orders placed before 1pm Monday – Thursday. Orders made on Friday before 1pm will be made next working day.
I placed an order on Friday for next day delivery, why did I not get it until Tuesday?
Our cut off point is 1pm, for next working days on Friday. Any order placed after 1pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain griffinvideo.co.uk to your safe senders list.
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently.
Why can’t I select next day delivery?
We can only offer next day on goods we have in stock at our dispatch depot.
I'm new, how do I order?
At Griffin Video we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Our comprehensive catalogue system will look for the Audio Visual parts for your section.
Use the Search or the menus to navigate to the part you need. Once you have found a product, check the product is in stock before purchase (it will state not in stock on the page)
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on +44 01564 792270 to place a telephone order.
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Which credit cards do you accept?
We currently accept the following credit cards on shop.griffinvideo.co.uk and on telephone orders – Mastercard, VISA, Switch/Maestro, Visa Debit, Delta, Electron, American Express, Apple Pay and Google Pay.
What currencies can I use?
We only accept Pound Sterling for out transactions.
How do I apply a promotional code?
You can add a valid promotion code in the Basket.
Can I use a different payment method?
Yes. You can use PayPal to pay for goods. We do not accept cheque or store cards.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Do your prices including VAT?
All our online prices include VAT.
Can I get more information on a product?
For any further information please contact us on 01564 792270 and one of our service team will speak with you to answer any questions. Alternatively you can look on the manufacturers website to see further information on the product.
A part is not listed online so can you order for me?
Yes, we will do our best to order the part for you through our special orders team. Feel free to call us on +44 (0) 203 788 7842 to request your part.
Can I make an order over the phone?
Yes, telephone +44 (0) 203 788 7842, our specialist team is available to take your order 9am to 5pm Monday to Friday. We can only take an order over the phone if your delivery address and billing address are the same, and your delivery address is within the UK.
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
If you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email, or by phone on 01564 792270
How do I know if my order was successful?
You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
The item I bought is now in sale, can I get the difference refunded?
As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.
Where do I find the phone number for one of your branches?
Our phone number is 01564 792270 and one of our representatives can answer your call between 9am and 5pm Monday – Friday.
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us on 01564 792270
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Why am I missing an item in my delivery?
There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required.
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to sign in to access this area
Can I pay for a Click&Collect order online?
No, currently we only offer the service to collect and pay in store.
How do I return an item?
For information on returning an item please Click Here.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email, or phone on 01564 792270
How long will it be before I get a refund?
Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.
What do I do if I have received a damaged item?
At Griffin Video we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to firstname.lastname@example.org. Make sure you include your order number, a copy of your invoice and an image of the parcel you received it in. More information on Returns & Refunds.
Who pays for return postage?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
Why have you not refunded the original delivery charge?
If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.
How do I make a complaint?
If you are not happy about any service we offer or you have a general comment, feel free to write to us on email@example.com