FREQUENTLY ASKED QUESTIONS
Bilstein-Shocks.co.uk — Operated by Sourcefy LTD
Below are answers to the most common questions we receive. If your question isn’t answered here, please contact us before placing your order — our team will help you get the right part the first time.
Suspension components require precise vehicle compatibility. To help you order correctly, we recommend confirming all of the following before you buy:
• Your vehicle make, model, year, and engine variant
• Your vehicle registration (UK) or VIN / chassis number
• Where applicable, the OE (original equipment) part number on your existing component
Where compatibility is critical, we may also contact you to verify these details before dispatch as a sanity check. The customer remains responsible for ensuring the part ordered is correct for their vehicle — but we will help where we can.
Yes. Email us at sales@bilstein-shocks.co.uk with your vehicle details (make, model, year, engine, registration or VIN) and any part numbers from your existing component. Our team will help identify the correct product before you place your order.
For certain orders, yes. We may pause an order to request your vehicle registration, VIN, or OE part number before dispatch. This is a verification step, not a guarantee — it helps catch the most common ordering mistakes, but the final responsibility for selecting the correct part for your vehicle rests with you. Please refer to our Terms of Service for full details.
We are an independent retailer of Bilstein-branded suspension products. We are not owned, operated by, or affiliated with ThyssenKrupp Bilstein GmbH. All products we supply are genuine Bilstein products.
Unless explicitly stated in the product description, our products are designed and warranted for standard road use. Use in motorsport, drifting, racing, time-attack, off-road competition, or continuous track use is not covered under the manufacturer’s warranty.
We accept all major credit and debit cards through our secure checkout, processed via PCI-DSS compliant payment providers. Your card details are not stored on our website. Available payment methods are shown at checkout.
This website primarily serves the UK market. Where we are able to ship internationally, please be aware:
• All inbound and outbound shipping costs are the customer’s responsibility
• Import duties, taxes, customs clearance fees, and local handling charges are payable by the customer in the destination country
• In the event of a return, refund, or warranty claim, all shipping costs, duties, and taxes remain the customer’s responsibility regardless of the outcome
Once your order is placed:
• You will receive an order acknowledgment email confirming we have received your order
• We check stock at our distribution centres
• Where required, we contact you to verify your vehicle details (registration, VIN, or OE part number)
• Once everything is confirmed, your order is dispatched directly from the nearest distribution centre or the Bilstein UK Technical Centre
Note: an order acknowledgment email is not the same as order acceptance. A contract is formed when we send you a dispatch confirmation email for that item. Until then, we may cancel an order in cases of pricing errors, stock issues, fraud, or unverifiable information — in which case you receive a full refund.
Delivery times depend on stock location, courier service, and product availability. Estimated delivery windows are shown at checkout. Once your order ships, you will receive a tracking link by email.
Delivery times are estimates given in good faith and are not guaranteed. We are not responsible for delays caused by couriers or events outside our reasonable control.
Verification typically adds little time to your order, and we work to complete it the same business day. This step exists because suspension components must match your specific vehicle — it is part of our standard process for many parts.
Yes, provided your order has not yet been dispatched.
• Email support@bilstein-shocks.co.uk as soon as possible with your order number
• If we receive your request before the order has shipped, we will cancel it and refund the full amount
• If the order has already shipped, it will need to be returned under our Returns Policy once received
If you ordered a part that does not fit or is not what you needed, you can return it under our 14-day change-of-mind policy, provided:
• You notify us within 14 days of receiving the item
• The item has not been fitted, partially fitted, mounted, bolted, or installed in any way
• The item is in unused, resellable condition with original packaging intact
• You return the item within 14 days of notifying us
Important:suspension components that have been fitted to a vehicle — even briefly — are not eligible for change-of-mind return. Please verify fitment before installation. Return shipping costs are the customer’s responsibility for change-of-mind returns.
Because we operate a direct-dispatch model, our business office cannot accept heavy freight returns. Returns must be sent to the correct distribution centre.
Before returning anything, contact us at support@bilstein-shocks.co.uk to receive:
• The correct return address
• A unique RMA (Return Merchandise Authorisation) number
Returns received without a valid RMA number cannot be tracked or processed and may be refused or delayed.
Once your return has been received and inspected:
• Approved refunds are issued to your original payment method
• We aim to process refunds within 7–14 working days of inspection completion
• The time it takes for the refund to appear on your statement depends on your card issuer or bank
We will email you once your refund has been issued.
If you believe an item is faulty, not as described, or confirmed incompatible despite the correct vehicle information being provided at the time of order, you are entitled to a remedy under the Consumer Rights Act 2015.
We may offer repair, replacement, or refund as appropriate, in line with your statutory rights. Inspection by the manufacturer’s technical centre may be required to confirm the issue.
For UK customers, the necessary costs of returning a confirmed faulty item are handled in line with our statutory obligations. For orders outside the UK, return shipping costs, duties, and taxes remain the customer’s responsibility regardless of the inspection outcome.
All Bilstein products purchased through Bilstein-Shocks.co.uk include a 2-year manufacturer’s warranty against defects in materials and workmanship, valid from the date of purchase.
Full details of what is covered and excluded are set out in our Warranty Policy.
To open a warranty claim, email support@bilstein-shocks.co.uk with the following information so we can assess your case quickly:
• Your order number
• The product’s part number, plus serial number or batch code on the unit if visible
• Vehicle details: make, model, year, and engine variant
• Mileage at the time of installation and at the time the issue developed
• Approximate installation date and details of who fitted the product
• Clear photographs and, where possible, a short video of the issue
• A brief description of the symptoms and how they developed
Claims must be submitted within 14 days of the issue being discovered, and within the 2-year warranty period. Please refer to our Warranty Policy for the full claim process and timeline.
No. The manufacturer’s warranty covers the component itself. It does not cover third-party costs such as mechanic’s fees, labour, removal, alignment, vehicle recovery, or hire-car costs, except where required by UK law.
Strong recommendation:obtain warranty approval before commissioning any removal or replacement work. Costs incurred prior to claim assessment cannot be recovered if the claim is later rejected.
No. The manufacturer’s warranty process requires physical inspection of the suspected unit before a repair or replacement can be authorised. This is a condition imposed by the manufacturer and applies to all retailers — it protects the integrity of the warranty system for all customers.
We strongly recommend installation by a qualified mechanic. Suspension components require correct torque specifications, alignment, and the use of all required ancillary parts (such as bump stops, dust covers, and top mounts).
Incorrect installation can damage the product, affect vehicle safety, and may void warranty cover. If you choose to fit the product yourself, please follow the manufacturer’s fitting instructions exactly.
Stop using the vehicle where it is safe to do so and have it inspected by a qualified mechanic before further driving. Continuing to drive on a failed suspension component can damage other parts of the vehicle, mask the original failure mode, and may compromise safety.
If you’re unsure about anything — fitment, ordering, returns, or warranty — please contact us before placing your order. We are here to help you get the right part the first time.
General enquiries: sales@bilstein-shocks.co.uk
Returns, warranty, and dispute matters: support@bilstein-shocks.co.uk
Please include your order number in the subject line where applicable to help us respond more quickly.
Last updated: April 2026
