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1) How to place an order on the website www.ud-spareparts.com
a) Add all the products you want to order in the "shopping cart" by clicking the "Add to Cart" button. The products will automatically be added to the cart.
b) After adding all the products in the shopping cart, click on the "See my Cart" button.
c) Check your cart and click the "Proceed to checkout" button.
d) You will be redirected to a page where a ud-spareparts.com account will be required to continue the checkout process.
Are you a new customer? Then create an account by clicking on the "Continue" button.
Are you a returning customer? Then fill in your email address and password and click "Sign in".
Note: When creating an account, make sure your email address is valid.
e) New customer? You will be redirected to the account creation form. Fill it in and click on the button "Continue"
f) You are now on the "Delivery Information" page. Check the shipping address. If you want a delivery at a different address, click on the "Change Address" button.
If the shipping address is correct, choose a shipping method. To do so, click on the round button at the right of the shipping method. Click "Continue"
g) Payment Information: Check the billing address and change it if necessary.
Choose a payment method. Accept the Terms and Conditions by ticking the check box. Click "Continue"
h) Order Confirmation: review your order and if all is fine click "Confirm Order" to place your order.
i) When paying by credit card you will be redirected to the website of the payment gateway (Paybox, Paypal,...) to make the payment.
If you want to pay by bank transfer, you will be redirected to a page from where you can print our bank account details.

2) How to pay for my order?
We accept the following methods of payment for your orders:
- Credit Cards,
- Bank transfer,
- Paypal

3) How to know the shipping cost of my order?
The shipping cost is automatically calculated by our website depending on the weight and destination address of your order.
To know it, add products to your carts and navigate to the shopping cart page.
The shipping cost will be specified below the sub-total of the order.

4) I don't understand the status of my order.
"Awaiting Payment": We did not receive your payment yet. The order will be confirmed when we receive the payment.
"Awaiting CC authorization": We received your payment. The order is confirmed and will be packed soon.
"Processing": Your order is being packed. It will be shipped soon.
"Shipped": Your order has been shipped.

You can check your order status from your account under the Header "My Orders"

5) How can I track my package?
To track your order: - Sign in
- Click on the tracking number of your order under the heading "My Orders".
- You will be redirected to the tracking website of the shipping company.

Note: Real time tracking will be available 6 hours after the parcel has been received by La Poste.

The carrier that delivers ATV and scooters does not offer on-line tracking.
We will email you the phone number of the carrier so you can arrange an appointment with them for the delivery of your order.

Orders are usually delivered within 3-4 days after shipment. The transit time may vary depending on the destination address and the shipment method you chose when placing your order.

6) In which countries we deliver?
We ship to the following countries:

- France, mainland
- New Caledonia (French, TOM)
- Great Britain
- Reunion Island (French, DOM)
- French Polynesia (French, TOM)
- Italy
- Guadeloupe (French, DOM
- Germany
- Luxembourg
- Martinique (French, DOM)
- Belgium
- The Netherlands
- French Guiana (French, DOM)
- Canada
- Portugal
- St. Pierre and Miquelon(French, TOM)
- Switzerland
- Spain
- Austria
- Denmark
- Ireland
- Finland
- Norway
- Sweden
- Greece
- Hungary
- Iceland
- Poland
- Czech Republic
- Slovakia
- Slovenia

- Other countries,: contact us by email.

7) How do I print a receipt?
- Sign In,
- Locate your order under the header "My Orders" and click on it
Click the "print receipt" button at the bottom of the page of the order.

8) How do I use my coupon code?
Using a coupon is easy.
The coupon codes we send are composed of numbers and letters such as: 1D0759ZE.
To use it, type the code in the box on the page for the method of payment.
The website will automatically reduce the amount of the coupon code from your order total.

9) How do I return an item shipped by ud-spareparts.com?
If you made a mistake when ordering a part, contact us via the contact form. We'll issue a return authorization number.
Note: Any package returned without a return authorization number marked on the package will be automatically rejected by our team.

10) You've used the wrong payment method and you want to cancel an order?
All orders over 30 days old are automatically canceled if the payment was not received within that time frame.
Let your order expire and place a new one using the new payment method.
The new order will be shipped once the payment is received.

11) You paid your order by credit card, but it doesn't appear in your orders list
Occasionally the communication between the payment gateway servers and our servers might be dropped. This is happening due to the large number of simultaneous connections to the servers.
This happens from time to time. Don't worry and contact us via the website's contact form. Kindly provide us with the following details:
- The total amount of the order,
- The date of purchase,
- The time of purchase,
- The full name you used to create your account,
- The complete listing of your order. Once we receive your message, we'll review your order and the information sent by the payment gateway. If all information are coherent and the payment was accepted by the payment gateway, we'll manually place and confirm the order.

12) What shipping methods are available?
Colissimo:

a) France:
Delivery of your shipment in 48 to 72 hours after the package leaves our facility. * Transit time is calculated in business days.
When will my order ship?
- Monday to Friday, orders paid before 7 am are processed and sent the same day.

b) Switzerland / France, DOM / France, TOM:
Delivery of your shipment in 5 days to 10 days after the package leaves our facility depending on the destination address and customs clearance.
* Transit time is calculated in business days.
When will my order ship?
- Monday to Friday, orders paid before 7 am are processed and sent the same day.

c) Italy, Germany, Great Britain, The Netherlands, Spain:
Delivery of your shipment in 3 days to 5 days after the package leaves our facility depending on the destination address.
* Transit time is calculated in business days.
When will my order ship?
- Monday to Friday, orders paid before 7 am are processed and sent the same day.

d) Canada:
Delivery of your shipment in 7 days to 10 days after the package leaves our facility depending on the destination address and customs clearance.
* Transit time is calculated in business days.
When will my order ship?
- Monday to Friday, orders paid before 7 am are processed and sent the same day.

So Colissimo:
This delivery method is only available for shipments to mainland France.

a) Delivery at your home:
- Home Delivery: Delivery at your home will be attempted. In case you're away, the package will be delivered to your mailbox or the nearby post office.
- Scheduled Home Delivery: Once your package is ready for delivery, you will be notified via email and sms. Then choose the appointment that suits you best for the delivery of your package, between 17h00 and 18h30, 18h30 and 20h00 or 20h00 and 21h30, Monday to Friday (available in central Paris only). An extra fee of 3.59 € applies.

b) Outside Delivery:
Cityssimo Self Service Stations: Delivery in one of the 31 Cityssimo self service stations, open 24/7. You have 10 business days after the arrival of your package to pick it up.
- Post Office: Delivery in the post office your choice (10,000 post offices in France). You have 10 business days after the arrival of your package to pick it up.
- Partner Network: Delivery in one of our 3000 business partner network, near your home, your workplace or your vacation location. You have 10 business days after the arrival of your package to pick it up.

Chronopost Classic:

a) Belgium:
Delivery of your shipment in 2 to 4 days after the package leaves our facility.
* Transit time is calculated in business days.
When will my order ship?
- Monday, orders paid before 10 am are processed and sent the same day,
- Tuesday to Friday, orders paid before 12 am are processed and sent the same day.

b) Luxembourg:
Delivery of your shipment in 2 to 4 days after the package leaves our facility.
* Transit time is calculated in business days.
When will my order ship?
- Monday, orders paid before 10 am are processed and sent the same day,
- Tuesday to Friday, orders paid before 12 am are processed and sent the same day.

c) Portugal:
Delivery of your shipment in 2 to 5 days after the package leaves our facility.
* Transit time is calculated in business days.
When will my order ship?
- Monday, orders paid before 10 am are processed and sent the same day,
- Tuesday to Friday, orders paid before 12 am are processed and sent the same day.

Chronopost Express :

a) France, mainland
Next day delivery before 13h.
* Transit time is calculated in business days.
When will my order ship?
- Monday, orders paid before 10 am are processed and sent the same day,
- Tuesday to Friday, orders paid before 12 am are processed and sent the same day,
- Friday, orders paid before 12am can be delivered on Saturday, select the corresponding option when ordering.

b) Belgium:
Next day delivery in major cities and 2 to 3 days for other destinations.
* Transit time is calculated in business days.

c) Luxembourg:
Next day delivery. Might take up to 2 to 3 days.
* Transit time is calculated in business days.

d) Great-Britain:
Next day delivery in major cities and 2 to 3 days for other destinations.
* Transit time is calculated in business days.
- Belfast, Birmingham, Coventry, Derby, Edinburgh, Glasgow, Leicester, London, Manchester, Reading, Stockport, Wolverhampton, Worcester: next day,
- Isle of Man: 2 days,
- Highlands, North of Scotland: 2 to 3 days,
- Hebrides Islands, Orkney Islands and Shetland Islands: 3 days.

e) Italy:
Next day delivery in major cities and 2 to 3 days for other destinations.
* Transit time is calculated in business days.
- Bologna, Bergamo, Florence, Milan, Rome, Turin, Naples, Venice, Brescia: next day,
- Sicily, Sardinia, Caladre and other islands: 3 to 4 days.

f) The Netherlands:
Next day delivery in major cities and 2 to 3 days for other destinations.
* Transit time is calculated in business days.

g) Portugal
Next day delivery in major cities and 2 to 3 days for other destinations.
* Transit time is calculated in business days.
- Lisbon: next day,
- Porto: 2 days,
- Madeira, Azores: 3 days.

h) Spain:
Next day delivery in major cities and 2 to 3 days for other destinations.
* Transit time is calculated in business days.
- Barcelona, Bilbao, Cordoba, Granada, Madrid, Malaga, Santander, Sevilla, Tarragona, Valencia: next day.


13) How long does it take for returns processing?
Returns processing is performed within 15 days of receipt of the package



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