Frequently Asked Questions
We do not charge any VAT on orders from outside the UK(including EU countries). However, your orders may be subject to taxes and import duties upon arrival in your destination country. Customers are responsible to research the possible charges before placing and confirming their orders. Cool Out Ltd is not responsible for these charges. Cool Out Ltd (trade as NLAVW Parts) will not be able to provide any refund or compensation if the orders are returned by the courier due to the relevant taxes and import duties not being paid at its destination customs.
I am unsure if the product is right for my van?
If you need any help or advice on a product you wish to buy, please give us a call on +44 (0) 1789 774567 or email [email protected] and we will be happy to advise you on your best choice.
What payment methods do you accept?
We can accept the following cards online or through telephone; you can also check out using Paypal:
Visa, Visa Debit, Visa Electron, Maestro, Mastercard, Solo
Can I order over the phone?
We are always more than happy to process orders over the phone for you – just call us on +44 (0) 1789 774567 between:
9:00 to 17:00 Monday to Friday.
What are your delivery charges?
The delivery charges depend on the size and weight of the parcel and where it is being sent. Please see our delivery page to find out more.
How long does delivery take?
We aim to dispatch all orders placed before 2pm on a working day, the same day.
Orders dispatched with Royal Mail will be delivered within the specified delivery time by Royal Mail, depending on the service chosen.
Orders dispatched with a Next Day Courier will normally be delivered the next working day.
Which Countries do you currently ship to?
We deliver to Europe, the USA and most countries in the world. If you would like a quote or more information email [email protected]
How much does it cost to deliver internationally?
Our delivery charges change depending on weight and size and where the item is being delivered.
For more information visit the delivery page or call us on 0044 (0)1789 774567 or email [email protected]
Missing Item/Damaged During Transit?
In rare cases, if any item is missing, delivered damaged, bent, dented, cracked or holed, you must sign for it as a DAMAGED PARCEL to the driver.
If the courier will not wait for you to check the contents inside the parcel, then you have to sign for it as "UNCHECKED PARCEL" in the signature area on their handheld device.
Please notify us within 2 WORKING DAYS if you sign for "DAMAGED" or "UNCHECKED" and would like to make a claim against the damaged delivery.
Refunds and Exchange
I’ve changed my mind about an item, can I get an exchange or refund?
Yes, if it is within 28 days of purchase, and is unused and in the original packaging, we can offer you an exchange or refund (postage is not refundable).
How do I return unwanted items?
Please note you have 28 days from purchase to return items to us, subject to the item being unused and in the original packaging.
You can return your purchased goods to the following address:
NLA VW Parts
Unit 5 Stratford Agri Park
Please note postage is not refundable.
All our parts come with 12 months warranty from date of sale. Therefore if the parts you buy have quality issues, you have 12 months from the date of purchasing to report it to us for a solution. We are sorry but we can not accept any claims out of the 12 months warranty period.
When will I receive my refund or exchanged item?
Once we have received the items back at our warehouse, we will process the refund or exchange and it can take up to 7 working days before the money will show in your account or you will receive your exchanged item.
How do I sign up for a catalogue?
Call us on +44 (0) 1789 774567 or email [email protected] to receive our latest catalogue.