Help & Support – Save and Drive Automotive Car Accesories

Do you need any help or support?

OUR DETAILS

Save and Drive, 17 Blind Lane, Silksworth, Sunderland, SR31AT.
Tel: 0191 5210387
Fax: 0191 5236227
Web: www.saveanddrive.co.uk
Email: info@saveanddrive.co.uk
VAT No. 319057405

ABOUT US
Save and Drive is a family owned car parts and accessory supply company, which has been trading in Silksworth, Sunderland since 1977. During this time we have earned a reputation for excellent customer service - you, the customer are at the centre of everything we do.

We sell car accessories and car parts for both private and commercial vehicles and have over 100,000 of items in stock at any time across all makes of vehicles..... and if we don't have it in stock we promise we'll always try our hardest to get it for you.

We specialize in automotive load carrying equipment such as roof bars, cycle carriers and roof boxes from Thule and Mont Blanc. We only use the most respected suppliers and guarantee your satisfaction with our car parts and accessories, whether you purchase on-line or in person at our Sunderland store.

Because our customers continue to come back to us, we can afford to buy in bulk and pass this discount on to you, maintaining low prices. We listen to what our customers want, and when you told us it's sometimes more convenient to hire products such as roof-boxes we introduced this as an option.

We are sure you'll want to visit our site to shop with us again and again, but if you're interested in finding out more about cars then we want to make this an interesting place for you to visit too.

Whether you want to learn more about driving abroad, or find websites to help pass your driving test, we've something for you.

DELIVERY
GETTING YOUR PURCHASES FAST...
All of our orders are shipped via Royal Mail, My Hermes or Yodel.
Orders placed before 3pm will be shipped the same day.
Please allow 2 to 3 working days for delivery.

HOW MUCH DOES DELIVERY COST?
Orders £0.00 - £4.99

Royal Mail 2nd Class Approx 1-3 Working Days Cost: £1.00

Orders £5.00 - £29.99 Royal Mail, My Hermes & Yodel Approx 1-3 Working Days Cost: £2.55

Orders £30 & Over My Hermes & Yodel Approx 1-2 Working Days Cost: FREE

WHERE DO WE DELIVER?
Carriage rates are based on UK MAINLAND postcodes only. For UK remote, areas where delivery would be by courier (My Hermes or Yodel) in Western Isles, Orkney, Shetland, Scilly Isles, Sark, Alderney, Herm, the Highlands and Islands of Scotland, the Channel Islands and Northern Ireland please contact us first for delivery cost as these areas are not covered by our standard carriage rates. We will always quote shipping at cost.

WHAT IF I AM OUT WHEN MY PRODUCT IS DELIVERED?
Goods delivered by courier will usually arrive between 9am and 5pm, but delivery may be attempted outside these hours, up to 9pm Monday to Friday. All courier deliveries must be signed for.

If you are out when the courier arrives they will attempt to deliver to an immediate neighbour. The courier will leave a card advising where the parcel has been delivered to or if they have been unable to deliver they will make two further attempts. If they are still unsuccessful they will either:

Leave a card with the contact number for you to call to arrange a suitable time for redelivery or for you to collect the goods from the local depot.
Leave the parcel at your local post office for you to collect. (Royal Mail and Parcelforce deliveries only)

TERMS AND CONDITIONS OF DELIVERY
Risk in the goods will pass to you on delivery. Delivery times quoted above can vary depending on stock availability and delivery location. We reserve the right to alter or amend delivery times in exceptional circumstances.

We do everything we can to meet the delivery time specified in this section. However, delivery times may occasionally be affected by factors beyond our control and cannot be guaranteed. We will inform you if we become aware of an unexpected delay. If we fail to meet a specified delivery date you can either cancel your order and receive a full refund, or continue with the order and accept a refund of any delivery charges.

SPRAY PAINTS & AEROSOLS
Due to the changes with Royal Mail now not allowing delivery of aerosols via the postal service we have had to change all Aerosols postage to courier delivery only.

RETURNS POLICY
When you receive your item, you must check it as soon as possible following receipt and always before use. At Save and Drive, we offer you a 100% guarantee that if you’re in any way dissatisfied with the goods you have ordered, we will exchange them or give you a full refund as long as they are returned with the original packaging intact within 14 days. Unfortunately we cannot, however, offer this guarantee on goods that have been used, unless the product is found to be faulty.
This does not affect your statutory rights.

YOUR RIGHT TO CHANGE YOUR MIND.
We've all done it, ordered something and then realised later that it is no longer needed. You have 14 days to cancel your order under our 14 day return period policy, which starts on the day after you received the item. It's so simple, please follow the steps set out below. All items must be returned unused and in the original packaging as they were in when received by you. Please ensure that when you receive an item that you take reasonable care of it when trying it /inspecting it eg. please ensure that any security seals or tags are still intact.

WRONG ITEM RECEIVED.
We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.

DAMAGED OR FAULTY GOODS.
Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you. In the event of a part delivery or goods being received damaged in transit, Save and Drive must be notified within 7 days after receipt of goods, this may be done via e-mail, fax, or telephone. If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.

Our Returns Policy for faulty items upholds your statutory rights.

ITEM NOT RECEIVED.
We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you. To receive a refund or a replacement, you must inform us that you have not received your item within 21 days from the day on which you received an email from us confirming that the item had been despatched.

YOUR STATUTORY RIGHTS.
Our Returns Policy does not affect your statutory rights. For more information about your other statutory rights, please visit the UK Government's website at: www.direct.gov.uk or contact Consumer Direct, the Government funded consumer advice service on 08454 04 05 06.

WHAT TO DO TO RETURN YOUR ITEM TO US.
Contact us through your account via our online message centre or call us on 0191 5210387
You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to
Please package the item securely and include inside the package your order number, name and address
Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit
If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

WHAT WE WILL DO NEXT.
All products returned to us are checked by our Returns Department. If you are entitled to a refund then we will refund the price of your item. Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt. We will refund the original credit/debit card/PayPal account used to purchase the item.

RETURN OF REPLACEMENT GOODS.
If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 7 working days starting on the day after you received the replacement item and receive a refund.

COST OF RETURNING GOODS.
Please note that we can only refund the postage costs for returning an item where:

we sent you the wrong item, or
the item is damaged or faulty; or
where you are returning a substitute or replacement item which you do not want to keep.
We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

CHRISTMAS PERIOD RETURNS POLICY.
We don't want you to worry about anything during the Christmas holiday period, so that you can relax and buy all your gifts before the Christmas rush. We therefore have an extended our returns policy for Christmas - all items purchased after the 31st November in any year can be returned up until the end of January in the year immediately following the previous year.

COMPLAINTS.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer service representatives on 0191 5210387, at info@saveanddrive.co.uk or by post at Customer Service Department, Save and Drive, 17 Blind Lane, Silksworth, Sunderland, Tyne and Wear, SR3 1AT. Tel 0191 5210387.

TERMS AND CONDITIONS
Please read these terms and conditions and the ordering procedure below carefully before entering any contract of sale with "Save and Drive".

Your statutory consumer rights within the UK are not affected by these terms and conditions.

BUYING ONLINE
In order to ensure your Online purchasing security we use the world's largest Internet payment company, WorldPay, to deal with the payment. Their secure site ensures that only you and WorldPay will have details of how you have paid. The whole process is swift and seamless, and security is assured by WorldPay for both you, the customer and ourselves. Follow the easy steps below and we guarantee your goods will be with you within 3-5 days.
1. Browse through our Online catalogue by choosing Go Shopping the select a Category i.e. roof boxes, bulb kits you will be shown products running down the page. You can also use the search facility on the Go Shopping page to look for products, if you are looking for a first aid kit simply type first aid kit and click go, you will then be shown our full range. Go Shopping.
2. You will be shown a collection of products with thumbnail images and a short description, you can click the link to take you to a larger picture and a longer in depth description..
3. If you wish to purchase any item simply add the quantity you require into the box labeled QTY and then Click Add To Basket.
4. Your basket contents will then be shown at the top of the screen. You can remove or add to your basket at any time by clicking Confirm Basket Contents and then changing the quantity and clicking Save Changes.
5. When you are ready to pay for the goods please click Make Order.
6. Your order is then shown to you in full, if you are happy with the contents please click Go To Checkout.
7. You are then taken to World Pay's secure payment facility. The full amount that will be charged to your credit or debit card is shown in the top left corner. Click for full details about World Pay and their secure payment system.
8. Choose how you wish to pay. We accept all major credit cards and all debit cards. See logo's. Enter all your the required information and your credit or debit card details and click Submit.
9. A response will be sent to you from WorldPay at the E-mail address you entered confirming your order has been placed. At the same time we will receive the details of your order from WorldPay. You will then be given a reference number for the rare occurrence you may wish to inquire about an order.
9. We action the order and arrange for your order to be sent to you.

BY TELEPHONE
Once you have decided on the items you would like to purchase, please call us at our store, and phone your order through,
on 0191-5210387, Opening hours Mon-Fri 9.00am - 6.00pm. Sat 9.00am - 5.00pm, GMT. Calls are charged standard rate.

BY FAX / MAIL
Please fax us on 0191-5236227, or post your order and details to us at the address on our contact page, please include the following details:

1. Your full name,
2. The delivery address,
3. The credit card number (xxxx-xxxx-xxxx-xxxx)
4. Expiry date 05/01
5. The full name on the card
6. Card Issuer Visa (or other)
7. The product(s) description & part no you would like to order and also your telephone number in case we need to contact you.
Alternatively, you can send payment by cheque, although we will have to wait until the cheque has cleared before we can dispatch your goods. Usually 3 working days.
Save and Drive accepts all major credit and debit cards including Mastercard, Visa, Switch and Delta

SECURITY
In order to ensure your Online purchasing security we use the world's largest Internet payment company, WorldPay, to deal with the payment.
Their secure site ensures that only you and WorldPay will have details of how you have paid. The whole process is swift and seamless, and security is assured by WorldPay for both you, the customer and ourselves. When you use WorldPay's secure payment facility, the personal information that you enter is sent to their server in encrypted form. This is a highly secure way of transmitting information via the Internet. The information that is encrypted includes your credit card details, your name and address, and the other personal information that you submit.
Your credit card details are NEVER stored on our server and so CANNOT be viewed by anyone at Save and Drive.
Save and Drive reserves the right to decline or refuse any orders that we feel may represent a financial or fraudulent risk.
We will report to the relevant police and credit card authorities any customers who deliberately place fraudulent orders.
The member of staff responsible for security matters is Mr. Martin Robson , Customer Service Manager. Contact E-mail address martin.robson@saveanddrive.co.uk

PRICING
All prices are in pounds sterling and are inclusive of VAT at the current rate, packaging and delivery. Your credit card will only be debited upon dispatch of an order.

DELIVERY
Please see our Delivery Page for full details.

CANCELLATION OF YOUR ORDER
You have the right to cancel your order within a cooling off period of receiving the goods without giving a reason. This period begins the day after you receive your order and lasts for 7 days. If you wish to exercise this option we will refund the full value of your order within 30 days of cancellation of your order. If you wish to cancel your order please contact Save and Drive by either e-mail, telephone, fax of mail letting us know your intention to cancel. Goods do not have to be returned within this 7 day period for you to secure a refund.

If we undertake any direct costs in collecting your goods where they have not been returned as requested, a deduction will be made from your refund to cover said costs.

RETURNS POLICY & FAULTY OR DAMAGED GOODS
At Save and Drive, we offer you a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered, we will exchange them or give you a full refund as long as they are returned with the original packaging intact within 14 days. Unfortunately we cannot, however, offer this guarantee on goods that have been used, unless the product is found to be faulty.

See our Returns Page for full details.

AVAILABILITY
We aim to hold all items in stock at all times. However, sometimes a product is even more popular than we expected, and there may be occasional delays. We reserve the right to send a substitute item of the same value or more. If you'd rather not keep it the substitute item please send it back to ourselves and we'll refund it once it gets back to the store

SPECIFICATION
Every effort has been made to ensure that all the specifications are correct, however technical data, dimension weights etc., serve as a guide only and no guarantee is given or implied that goods supplied will conform in absolute detail to the description and illustrations published. You will be given the option to accept or decline any substitute offered if it does not match the original order specifications.

PRIVACY
The only information we have, is what you tell us, this is kept in a secure environment and used to provide a good standard of service. We may, from time to time, use this data to inform you of special promotions, service changes or offers we feel would be of interest to you.
We do not pass on, rent or sell any of this data to third parties. If you do not want us to inform you ( by e-mail ) of special promotions and offers, etc. please tell us, and we will be happy to delete your details from our records.
If you receive would rather not receive future Save and Drive e-mail's about marketing, product information, or updates, send an e-mail to remove@saveanddrive.co.ukType: REMOVE ME in the Subject line.

The information you will be required to supply when placing an order is as follows:
Name Address (must match the address to which the credit card is registered, usually your home)
Delivery address (if different)
Telephone number
E-mail address
Credit or debit card information
On occasions we may ask for your vehicle details, make, model, year, chassis type
Your telephone number may be passed to our couriers strictly for the purpose of contacting you should there be any problem with delivery of ordered products.

We will only use the personal information we gather (in accordance with the Data Protection Act 1998): in the normal course of our business to provide the products and services you have requested to identify you when you contact us to determine if we can offer you a better service or more relevant products for statistical analysis to monitor and analysis our business for future improvements and development We do not send unsolicited e-mail (see below) We will disclose your personal information only to: our agents e.g. WorldPay or if required or compelled to do so by law We do not disclose customer information to third parties Cookies are used on this shopping site, but only to keep track of the contents of your shopping cart once you have selected an item.
The member of staff responsible for privacy matters is Mr. Martin Robson , Customer Service Manager. Contact E-mail address martin.robson@saveanddrive.co.uk

UNSOLICITED EMAIL
We do not send any random and UN-targeted unsolicited e-mail.

Save and Drive contact details - Customer support and service.

By Phone.- Please contact Save and Drive by telephoning 0191-5210387, our opening hours are Mon-Fri 9.00am - 6.00pm. Sat 9.00am - 5.00pm, GMT. Calls are charged standard rate.

By Fax - Our Fax number is 0191-5236227. Calls are charged standard rate.

By Mail - Our full UK address is:
Save and Drive, 17 Blind Lane, Silksworth, Sunderland, Tyne and Wear, SR3 1AT.

By E-mail - contact us by e-mail at: info@saveanddrive.co.uk

HANDLING COMPLAINTS
We aim to deal with any complaints you may have in a fair , confidential and effective manner. All complaints will be acknowledged within 5 working days and provide a likely time scale for resolving the complaint. At all times during a complaint you will be kept up to date and informed of any progress. We are constantly checking and developing our complaints procedure to give you the consumer a better level of service. To report a complaint to Save and Drive please e-mail us at complaints@saveanddrive.co.uk with details of the complaint, or we can be contacted by standard mail or by telephone during office hours (see address details in returns policy above). Customer Support We can be contacted by telephone during the following hours of business, Monday to Friday 9.00am till 5.45pm Saturday 9.00am till 5.00pm Sunday 10.00am till 12.15pm

PLEASE REMEMBER THAT YOUR USE OF OUR SITE INDICATES THAT YOU HAVE ACCEPTED THE ABOVE
TERMS AND CONDITIONS!

If you would like further information on our terms and conditions please call our customer care line
on 0191 5210387, or e-mail us at legal@saveanddrive.co.uk with your query.

Your statutory rights as a consumer are not affected by our terms and conditions.

Save and Drive.co.uk, 17 Blind Lane, Silksworth,Sunderland, Tyne and Wear, SR3 1AT

Tel: 0191-5210387
Fax 0191-5236227
E-mail info@saveanddrive.co.uk