VW Help and FAQs

Live chat is currently unavailable, please contact sales@vwheritage.com

How can I find the part I need?

If you're struggling to find the part you need by navigating through the areas of the site then the search facility is for you. We have improved the way the search works to make it easier to find exactly the product you're after.

Enter the search terms you wish to use in the search box at the top right of the screen. You can enter a description including the model of the car you're searching for. For example - Beetle Alternator. If you have one of our catalogues to hand and you know the part you need, simply enter the part number for that item.

You can now also filter your search results by model. Enter your search term to list the entire range of that particular part, then filter the results by selecting your vehicle from the drop down on the left hand side of the search bar.

How do I get a carriage quote?

If the country you would like your order delivered to is not listed on our postal rates page please continue to place your order online. Once we have received your order we will get a carriage quote and email it to you for confirmation.

We will not send your order until you have confirmed you wish to go ahead with the charge. Alternatively please email the list of parts you require and your full postal address to sales@vwheritage.com

I'm awaiting a back order and need to check its progress.

If a part you ordered was either out of stock or was a special order item, it will be sent on to you as soon as your order is fulfilled. We do not charge for the backorder parts until we send them out the door.

If a back order is taking too long and you need to cancel or you want to check its progress please use the Live Help button or email us at sales@vwheritage.com. Please note we are unable to cancel special order items if already on their way from the supplier.

I'm not sure if something is in stock.

On our product pages you will see an indicator to whether an item is in stock.

  • In Stock - This item is on the shelf and ready to order.
  • Out of stock - Will be in stock shortly, you can add this item to a wishlist.
  • Special order item - This item is a 'special order' from our supplier and cannot be cancelled once they have shipped it.

Stock on the website is updated every 15 minutes, so you can be sure you'll be receiving what you need, on time.

If it's not in stock at the time you place your order, a back order is created. You are not charged for back orders until they come into stock and they are despatched.

I ordered a part online and it hasn't arrived yet.

Usually standard delivery is within 2 - 3 working days, though we will always despatch your goods as quickly as we can and your parts may arrive sooner than this. Express delivery is guaranteed next working day on orders placed via our website before 3pm (or next working day plus one on orders placed after 3pm).

Express orders to remote areas I.e. some parts of Scotland will be a 48 hour service. If your order has not arrived and you would like further information please use the Live help or email us at sales@vwheritage.com

I returned a part and have not received my refund yet.

Once a return is received back to us, it gets processed and the credit note is raised. This is passed to the accounts department to refund. Once refunded back to your card it can take a few days to show in your bank. Sometimes there is a delay in refunding if we do not have all the details to process the transaction.

In this case we will try to contact you for the information. If you do not see yor refund after a few days please use the Live help or email us at sales@vwheritage.com We can then look into it for you.

I need more information on a part, the description is not clear.

We are currently updating our product descriptions to provide you with as much information as we can. If there is a particular part you need more information on please use the Live help or email us at sales@vwheritage.com We can then look into it for you.

How can I get a quote on some parts I need?

If you want to know how much a group of parts is going to cost just add them to your basket.

As you add each item you will get a rolling total. At the end you can either purchase the parts or save your basket for another day.

Help with ordering TMI online.

Ordering TMI online can seem very daunting, there are so many options and variations. We have listed the parts on the appropriate pages and put as much detail as we can in the descriptions. When you order please take the time to write a comment with your model, year, chassis number and the colour/colours you want the items ordered in.

With this information we can check your selection and get your item ordered quicker. To find colour swatches please go to the Colour Swatches Page If you need further help with your selection please use the Live help, email us at sales@vwheritage.com, or call on 01273 444 000

I need to return an item I ordered.

If you need to return a product please take a moment to read our Terms and Conditions. If your return meets these conditions please use the online returns form to request a returns number Click Here for Returns Form.

Once your return request has been accepted you will be issued with a returns number. Please write this on the outside of the parcel and send it back to us. As soon as the item is received we will either raise a credit note for a refund or send out replacement parts.

Help! I can't login to my account.

To log in to your account please go to the Login page. Enter your user name and password to log in. If you have forgotten either of these details enter your email address in the box under "Forgotten your password?" and click remind me. If you are a registered user you will receive an email reminder of your details.

Please remember to check your Junk / Spam if you don't receive your reminder in a minute or two. The reminder email will be sent from esales@vwheritage.com. If you get the message "Sorry, we don't have that email on our system" you either are not registered or you have previously registered using a different email address.

Can I use PayPal to pay for an item online?

We accept paypal for purchases made on our website.

I have received a PayPal money request, I thought I had paid by card?

If you are a first time overseas customer and the order is over £250 we ask for payment via PayPal. This is because we cannot check your card details against your address. It is a security measure which protects both us and you against card fraud.

When you place your order you would be asked for your card details, we do not charge this number until the order is checked. If the above applies we send a Paypal request instead of charging your card. You can still use the funds from your card to pay, you just pay PayPal instead of us and then PayPal passes on the money.