Specifics of filling in requests for certain reasons

Refuse to accept the package from the courier. Contact us via the online chat (go to the auto-doc.ie homepage, find the chat window in the bottom right corner and click on Start live chat) and tell us the order number and parcel tracking number of the parcel you refused.

If you found damage after you accepted the parcel, make a return request as follows:

Go to My orders. Select the order with the item you want to return and click on Details about the order. Select Items to return or replace in the new window. Choose Package is damaged, item is damaged as the reason for return. Attach a photo of the damaged item.

Please note:

1. Take photos of the item’s original box and the label showing the article number of the item that you received.
2. Make sure that the pictures clearly show the damage to the goods. Take photos from different angles, if necessary.
3. If the shipping box is also damaged, provide appropriate photographs. They should clearly show the labels with your address and parcel tracking number.

Please note:

If you placed the order as a guest user, create a return request via the Returns portal. Our customer service team will process your request as soon as possible and inform you of the decision in an email.

Possible reason:

The items from your order may have been shipped as several parcels. To check if your order has been sent as more than one parcel, go to My orders. You should find a tracking number under your order. If there is only one tracking number, the order was shipped as one parcel. If this is the case, proceed to the next step.What should I do? 

1. Go to My orders. 
2. Select the missing item and choose Package contents do not correspond to my order as a reason for return. 
3. Fill in the form. 

Please note! 

If you placed the order as a guest user, create a return request via the Returns portal. Our customer service team will process your request as soon as possible and inform you of the decision in an email.

Use one of the following methods to solve the issue quickly:

1. Go to My orders. Choose Package contents do not correspond to my order as a reason for return. Fill in the form. 
2. Go to the Returns portal. Enter your order number and postal code. Fill in the form.

Please note! If you placed the order as a guest user, create a return request via the Returns portal.

Our customer service team will process your request as soon as possible and inform you of the decision in an email.

Possible reasons:

1. The courier responsible may have failed to provide timely updates on the parcel’s status or may have entered incorrect information.
2. A third party at the delivery address might have accepted your parcel. 

What should I do?

Make sure no third party accepted your parcel: check with household members or neighbours whether they received the package.

If no one has received the parcel, create a return request in your personal account or via the Returns portal. Choose The order has not been delivered as a reason for return.

Please note!

If you placed the order as a guest user, create a return request via the Returns portal.

Our customer service team will process your request as soon as possible and inform you of the decision in an email.

If this happened, there are two ways to return the item quickly:

1. Go to My orders. Select the order with the item you want to return and click on Details about the order. Select Items to return or replace in the new window. Select The item doesn't fit my vehicle as the reason for return. Fill in the form.
2. Go to the Returns portal. Enter your order number and postcode. Fill in the form.

Make sure to include the following information in your message:

• the order number
• a detailed description of the reason for the return
• the VIN, the OEM number of the original part, or the brand, model and engine version of the vehicle
• whether or not the part has been installed.

Please note: if you placed the order as a guest user, you need to make your return request via the Returns portal.