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Frequently Asked Questions (FAQ)

At Loyal Parts we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Below are common Frequently Asked Questions. If you have a specific question feel free to Contact Us, use the live chat, email us at custservice@loyalparts.com or call us on +8801673717786.

Delivery
Payments
Products
Your Order
Refunds and Returns

What courier do you use for deliveries?

We use our mail and Others to send most of our BD orders.

Loyal 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 3 types of delivery service: standard delivery for BD Mainland in approximately 2-4 working days; Super Saver 48 Hour Delivery; Premium Next Day. More on our Delivery Services.

I placed an order on Friday for next day delivery, why did I not get it until Tuesday?

Our cut off point is 4pm, Monday to Friday. Any order placed after 4pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.

Why am I being charged for delivery on my order when it states standard delivery is free?

All our delivery charges are pre-set by our courier company. We sell some oversized items which require a specialist courier company to fulfill the delivery, there is an additional charge for these. Also, our courier company considers some surcharge postcodes ‘Out of area’. There is an additional charge for these also. You can find a list of all [oversized items here] You can find a list of all out of area postcodes here

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 no-reply email address. To ensure emails reach you, add the domain loyalparts.com to your safe senders list.

Why does it not tell us on the website that the parts will be delivered by the branch?

Due to the delicacy of some parts we take extra care in the delivery of the item. These could include body panels and large bulky items. These are either available for collection from our branches or will be delivered to you through our branch network vehicles.

Can I collect from a local store?

We offer a reserve and collect service. This is available on the checkout page. Please be aware, if the product is not available in a local store, you are unable to reserve it.

Do you deliver on Weekend?

No, our courier company do not offer the service to deliver on weekends currently.

I paid 150৳ for delivery, why did I not get it next day?

Our 150৳ delivery charge is not for a next day service, it is a charge for a specialist courier company to deliver an oversized parcel.

Why can’t I select next day delivery?

We can only offer next day on goods we have in stock at our dispatch depot.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

I'm new, how do I order?

At Loyal Parts, we go to great lengths to ensure your shopping experience is as easy and secure as possible.

Firstly you need to know your vehicle information, this can be your vehicle registration number or your make, model, version and year.

Our comprehensive catalogue system will look for the car parts for your section.

Use the Search or the menus to navigate to the part you need. Once you have found a part, check the fitment information to confirm it is the correct part for your vehicle. If in doubt feel free to call our experienced customer service team on +8801673717786

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 +8801673717786 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.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.

More about safely buying online

Which credit cards do you accept?

We currently accept the following credit cards on www.loyalparts.com, in our retail stores and on telephone orders – Mastercard, VISA, Switch/Maestro, Visa Debit, Delta and Electron.

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?

No, All our online prices Exclude VAT.

How can I find the right part for my car?

Enter your Vehicle information on the home page on the ‘Search Bar’ section or enter your vehicle details, and we we filter the parts for your vehicle. Just remember to check the “Fitment Details” section to confirm the correct fitment.

Can I get more information on a product?

We do try to give you as much information as possible on all of our products, however, if you require any additional information then please use the live chat, email, or call our customer service team on +8801673717786, they will try to provide you with all the information you require.

Does the brake discs and pads come single or pairs?

All our standard discs are sold individually (Some high performance discs are sold as a set of two). Our brake pads are sold as a front set or rear set, so purchasing one box will be enough for two discs.

Why does more than one part come up when I enter my vehicle registration and search for a part?

Did you know manufacturers purposely fit more than one part to specific vehicles (even if we get the make, model, year and engine size!). To 100% confirm the correct part for your vehicle, please ensure you confirm all variances in the ‘Fitment Detail’ section… This tells you everything you need to know. Alternatively feel free to call us on +8801673717786

Do you sell engine/gearboxes?

Yes, we can supply these through a special order. To do this you must contact your local store to place a special order inquiry. Please find your nearest branch or contact with us.

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 +01673717786 to request your part.

Can I make an order over the phone?

Yes, telephone +8801673717786, our specialist team is available to take your order 9am to 8pm Saturday to Thursday and 9am to 5pm on 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 Dhaka.

Will I get same price in store?

Prices between stores and online can vary for promotional purposes. To ensure you get the online price in store, please use the Click&Collect service online.

Do parts come with additional fitting kits/gaskets?

None of our products come with any additional items, unless specified on the item page, under the ‘Part Details’ section.

How many spark/glow plugs do I get?

Most our spark/glow plugs are sold individually, unless otherwise stated on the item description.

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 +8801673717786.

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.

It says out of stock on your website for my part. How long will it take to get in?

Items which are ‘Out of Stock’ vary in timescales to get them back in stock. To get an estimated time please call us on +01673717786.

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 on the 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.

Do you price match?

Yes, we now offer a Price Match Promise.

To find out more about our Price Match Promise, click here.

We cannot guarantee price match on product being sold on websites outside of the BD as our pricing structure must accommodate customs, excise and importation costs.

Please contact our Customer Service team via email, or phone on +8801673717786 if you have a product you wish to discuss.

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.

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

Where is my order?

Most of our deliveries are sent via our service and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account or Contact Us

Why does my order state available, and then find out I have to wait extra days for delivery?

We sell some item we do not stock, but available to order. This is indicated on the part itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).

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. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product.

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?

Yes, But currently we only offer the service to collect and pay in store.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

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 +8801673717786.

How do I return an item?

For information on returning an item please ClickHere.

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 Loyal Parts, 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 custservice@loyalparts.com. Make sure you include your reference number, a copy of your invoice and an image of the parcel you received it in. More information on Returns & Refunds.

What do I do if my part is faulty?

All our products are covered under 3-month manufacturer’s warranty or 5000 km, whichever comes first (unless otherwise stated on the item page). You need to fill out a warranty claim form, which you can request from our customer services team, and follow the below instructions.

For Click and Collect orders or any orders purchased directly from a Loyal Parts branch, you will need to contact the branch directly to assist you further in regards to the warranty procedure. The warranty procedure for orders placed online for home delivery needs to be followed/completed as mentioned below. Failure to do so may delay your claim. (2 Sets of the documentation is required)

  • Complete and return the warranty claim form
  • Notify us in written the course of action to be taken, description of the issue and mention of all the supportive documents that are to be attached.
  • Copy of original sales invoice

 

One set of the above mentioned, to be kept inside the box with the goods and the second set to be placed on top of the box and has to be sent to the below mentioned head office address.

Loyal Parts (Attn of Customer Service Department)
Gulshan,
Dhaka,
Bangladesh,

Once it is received by us we will log it in the system for the warranty procedure to be initiated and the warranty reference number would be sent via email for your future reference.

The goods will be sent back to our suppliers for inspection and based on the results of the inspection, we will reach a decision.

Please note that it would take approximately 4 – 6 weeks and we only offer a manufacturer warranty for any items that fail to operate to the stipulated standards during the warranty period.

We also recommend reading the information on https://www.loyalparts.com/terms-and-conditions(Section 14)

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 custservice@loyalparts.com.