SHIPPING POLICY
Bilstein-Shocks.co.uk — Operated by Sourcefy LTD
This Shipping Policy explains how we process, dispatch, and deliver orders, together with the responsibilities of both the customer and Sourcefy LTD. It should be read alongside our Terms of Service, Returns Policy, Warranty Policy, and Privacy Policy.
We know that when you order suspension parts, you need them delivered quickly, accurately, and reliably. Our aim is to dispatch your order efficiently, communicate clearly at every stage, and help resolve any delivery issues promptly when they arise.
Orders are typically processed within 1–2 working days (Monday to Friday, excluding UK bank holidays). Orders placed outside business hours, on weekends, or on bank holidays will be processed on the next working day.
Dispatch cut-off times:
• Monday to Thursday: 2:00 PM
• Friday: 12:00 PM
Orders placed before the cut-off on a working day will normally be dispatched the same day, subject to stock availability and any vehicle verification step (see Section: Vehicle Verification Step).
Once your order has been dispatched, you will receive a dispatch confirmation email with tracking details. Please allow time for tracking updates to appear with the courier.
Products on our website are fulfilled from one of several stock locations, depending on availability:
• In Stock (UK):held in UK stock and eligible for the standard delivery estimates below.
• Special Order / Non-UK Stock:not currently held in UK stock. We will contact you with the manufacturer’s estimated lead time and wait for your confirmation before proceeding.
• Pre-Order or Backorder:available to reserve in advance. Full payment is taken at checkout to secure your stock allocation. See "Pre-Orders & Backorders" below.
The product page for each item indicates its current stock status. If you need confirmation of availability before ordering, please contact sales@bilstein-shocks.co.uk.
Many suspension parts require precise compatibility with a specific vehicle. For these items, we may pause your order after checkout to request your vehicle registration, VIN, or OE part number before dispatch.
• This step is part of our standard process and helps reduce wrong-part fitments.
• It is a sanity check, not a guarantee — final responsibility for selecting the correct part for your vehicle rests with you, as set out in our Terms of Service.
• Verification is normally completed the same business day. Where verification cannot be completed because information is not provided, your order may be paused until it is.
Delivery estimates apply to in-stock UK items, run from the date of dispatch (not order date), and are provided in good faith. Estimates are not guaranteed and may be affected by courier performance, customs clearance, weather, or seasonal demand.
UK Mainland:1-2 working days
UK Highlands, Islands, Northern Ireland: 3–7 working days, courier-dependent
Europe:5-10 working days, courier-dependent
Rest of World:please contact us to confirm availability and estimated delivery times before ordering.
We will assist you in tracking and resolving delivery issues where possible.
• Payment:full payment is taken at checkout to reserve your item.
• Lead times:estimated arrival times are based on the manufacturer’s guidance and may change due to production schedules or logistics factors. We will notify you of any significant changes.
• Dispatch:once stock arrives at the intake centre and has cleared inspection, your order is dispatched promptly using a next-working-day service where applicable.
• Cancellation of pre-orders:you may cancel a pre-order or backorder at any time before dispatch by emailing support@bilstein-shocks.co.uk for a full refund.
• Shipping feesare generally calculated at checkout based on delivery location, order weight, volume and the shipping service selected.
• Saturday and timed pre-noon delivery: options may be available on request and carry an additional surcharge, confirmed before dispatch.
• Surcharges & Manual Adjustments: While our system aims for precision, some oversized, heavy, or multi-box orders may require a manual shipping adjustment. If a surcharge is necessary, we will contact you to confirm the final cost before your order is dispatched.
• Trackingdetails are provided by email once your order has been dispatched. Please allow time for the courier system to update.
If your order contains both in-stock and non-stocked items, you have two options:
• Wait for everything to ship togetherat the standard shipping cost charged at checkout (default).
• Request a split shipmentto receive in-stock items first. Each additional dispatch is charged at the courier’s standard rate per shipment, payable by the customer.
Split shipments are processed only after any additional shipping costs have been confirmed and agreed in writing.
In some cases, final shipping costs may need to be adjusted after checkout due to carrier pricing changes or insurance requirements for higher-value or oversized consignments. Where any adjustment is required, we will contact you for approval before dispatch. All international shipments are insured to the maximum level available through the selected carrier.
We ship internationally to selected destinations. If you are ordering from outside the UK, please be aware:
• UK VAT is not charged on international orders.
• Import duties, local taxes, VAT, customs clearance fees, and carrier handling charges are the responsibility of the recipient.
• Carriers including DHL, UPS, FedEx, and similar typically charge a customs handling or brokerage fee in addition to duties and taxes. These are charged by the carrier directly to the recipient and are not collected by us.
• Customs clearance procedures may affect delivery times.
If import charges are not paid by the recipient and the shipment is consequently abandoned, returned, or destroyed:
• Returned shipments may have outbound and return shipping costs deducted from any refund issued.
• Shipments destroyed by customs or the carrier due to non-payment of duties cannot be refunded.
In the event of a return, refund, or warranty claim on an international order, all shipping costs, duties, taxes, and handling charges remain the customer’s responsibility regardless of the outcome, in line with our Warranty Policy and Terms of Service.
• Tracked & signature service.Orders are dispatched on a tracked, signature-required service where available. Courier delivery practices vary by carrier and country, and individual carriers may use alternative proof-of-delivery methods such as photographic confirmation.
• Address accuracy.Please ensure your delivery details are complete and correct at checkout. We are not responsible for delays, losses, or non-delivery arising from incorrect or incomplete addresses.
• Address corrections after dispatch.Couriers typically charge a fee for in-transit address corrections. Where the customer requires an address change after dispatch, any courier-imposed correction fee will be passed on to the customer at cost.
• Special delivery instructions.We are unable to set special delivery instructions on your behalf (for example, leave-with-neighbour or safe-place). These can be arranged directly with the courier after dispatch using the tracking link, and are done at the customer’s own risk.
• PO Box addresses.We do not ship to PO Box addresses.
Some suspension components are heavy or oversized and may be dispatched on a pallet or freight service. For these items:
• Delivery may be made to the kerbside only — the courier may not unload to the door.
• A signature is normally required.
• Please inspect the outer packaging on arrival. If you cannot fully inspect the contents at the time of delivery, sign the courier’s proof-of-delivery as "unchecked" or, if any external damage is visible, "damaged unchecked". This wording protects your right to claim if internal damage is found later.
In line with the Consumer Rights Act 2015, risk in the goods passes to you when the goods are delivered to you, or to a person nominated by you to take delivery. Until then, the goods remain at our risk.
Title to the goods passes to you when we have received payment in full.
Please inspect your parcel before signing for delivery wherever practical.
If damage is visible at the point of delivery:
• Refuse the delivery if the damage appears severe, and contact us immediately.
• If you accept the parcel, sign the courier’s proof-of-delivery as "damaged" or "damaged unchecked".
• Take clear photographs of the outer packaging before opening, and of the damaged item once unpacked.
• Retain all original packaging until the claim is resolved.
If damage is discovered after delivery (concealed damage):
• Report the damage to us within 48 hours of delivery, with photographs of the packaging and item.
• Do not install or attempt to use a damaged item, as this may void your right to a remedy.
• Retain all packaging materials for inspection.
Once damage is confirmed, we will arrange a replacement, repair, or refund as appropriate, in line with your statutory rights.
Delivery timeframes are estimates given in good faith and are not guaranteed. We work with established couriers, but delays can occur for reasons including:
• Courier service disruption or operational congestion
• Customs clearance processes (international orders)
• Adverse weather conditions
• Force majeure events (see Terms of Service, Section 18)
Where a delay occurs that is within the courier network, we will assist in tracking and escalating the issue with the courier on your behalf. We are not liable for indirect or consequential losses arising from delivery delay, except where such liability cannot be excluded under UK law.
If a delivery attempt fails because no one is available to receive the parcel, the address is incorrect, or the parcel is refused, the courier will normally hold the item for redelivery or local collection.
If the parcel is ultimately returned to us:
• Original outbound shipping costs may not be refundable.
• Any redelivery, courier storage, or return-to-sender fees charged by the courier may be passed on to the customer.
• Redelivery will be arranged once any additional charges have been agreed.
If your tracking shows the parcel as delivered but you have not received it, or your tracking has not updated for an extended period, please contact us promptly with your order number.
We will:
• Open an investigation with the courier immediately on your request.
• Keep you updated as the investigation progresses. Please be aware that investigation windows are not definitive and vary significantly between carriers. For instance, while some couriers may declare a parcel lost if it hasn't scanned for 10-14 working days, others require a full internal investigation regardless of the time elapsed.
• Once the parcel is officially confirmed lost by the courier, arrange a replacement or refund as appropriate.
If your delivery is delayed, damaged, or missing, please contact us with the following:
• Your order number
• The courier tracking reference
• A clear description of the issue
• Photographs of the parcel and contents (for damage claims)
Email: support@bilstein-shocks.co.uk
We aim to acknowledge delivery-related enquiries promptly during working hours.
Our liability in respect of shipping is limited as set out in our Terms of Service (Section 17). In particular:
• We are not liable for indirect or consequential losses arising from delay, loss, or damage in transit.
• Our total liability in respect of any single shipment is limited to the price paid for the goods plus any shipping charges paid in respect of that shipment.
• Nothing in this policy excludes or limits liability that cannot be excluded under UK law, including under the Consumer Rights Act 2015.
Bilstein-Shocks.co.uk — operated by Sourcefy LTD
Shipping enquiries: support@bilstein-shocks.co.uk
Please include your order number and tracking reference (where applicable) to help us respond more quickly.
Last updated: April 2026
