FAQs

What forms of payment do you accept?
Has my order been dispatched?
Can I track my order?
Can I edit my order?
Can I cancel my order?
What happens if my address was entered wrong?
What if part of my order is missing?
Why is my order delayed?
My order hasn’t arrived within 2 weeks, can I have a refund?
My order had a faulty item, can I get a new one?
Why has only half my order arrived?
Can you hurry my delivery up? I'm bored of waiting!
The tracker on your website has not updated since ‘In Transit’, what does this mean?
My tracked order is only showing it has arrived in my country, where can I find out more information?
I have a discount code. How do I use it?
I forgot to use my discount code!
How should I send my return?
Do I have to pay to return?
How long can I keep my order before returning?
How long will it take to get my refund?
When will I receive my exchange?
You've sent me the wrong items!
The item I received is faulty!
I’ve bought my items using a promotional discount. Can I still return them?
Which items are eligible for return?
Can you ship to my country?
When will you be restocking products?

What forms of payment do you accept?

We accept all major credit and debit cards. We also accept PayPal. We however do not accept complimentary e-mails asking for freebies, sorry! 

Has my order been dispatched?

All customers that have placed orders on our website will get two emails as standard. The first is confirmation that the order has been placed. The second is confirmation that the order has been dispatched. Please note that these emails do not indicate the delivery time. Further information is only available with orders that have been purchased with tracked postage.

Can I track my order?

If you’ve selected tracked delivery at checkout click here to track your order. If you selected standard delivery at checkout you can check if your order has been dispatched, but we cannot track it through its journey to you.

Can I edit my order?

You can edit your order immediately after the purchase, before any items have been shipped. You cannot edit after this time and must wait for your items to arrive at your address, before returning them to us within 30 days of receipt for a replacement.

You can edit your order by logging into your account and viewing your order history, or by clicking the link in your order confirmation email.

Can I cancel my order?

You can cancel your order immediately after purchase, before any items have been shipped. You cannot cancel after this time and must wait for your items to arrive at your address, before returning them to us within 30 days of receipt for a replacement.

You can cancel your order by logging into your account and viewing your order history, or by clicking the link in your order confirmation email.

What happens if my address was entered wrong?

You can request us to change the delivery address, however we cannot change the the billing address. If your order has already been dispatched, we cannot change it’s destination. It is the customer's responsibility to ensure that addresses are entered correctly. Please note that we have a system that checks users addresses, therefore incorrectly entered addresses are not liable for re-shipment. 

What if part of my order is missing?

If you think that your order should have something else in it, please send us an email: shop@carthrottle.com

Please note that all orders of T-Shirts, sculptures, coasters, as well as luggage and other bulky items are fulfilled by the suppliers and are sent directly from their location. This means that mixed orders will arrive separately, usually the externally fulfilled part of the order such as T-Shirts will arrive after the rest of the order.

Why is my order delayed?

Orders must pass through local postal services before they are sent out of delivery. This means that orders can get caught up in either customs or at the local sorting office near your location. Orders can be delayed by up to 2 weeks within its postal journey. Please be patient, as we cannot issue you with a re-ship or a refund unless your order is over 10 working days late after the maximum stated delivery time.

My order hasn’t arrived within 2 weeks, can I have a refund?

Order delivery times vary depending on where you live. Please reference https://shop.carthrottle.com/pages/delivery 

Orders that have not arrived by the estimated delivery times on the link above are asked to wait 10  working days before requesting a re-ship or refund. It is very common for orders to arrive shortly after the estimated delivery due to customs and local service delays. 

My order had a faulty item, can I get a new one?

Of course you can! We replace all items that arrive broken or faulty. Please send your broken item back to us at: 

Return Address: 
Car Throttle Returns
2nd Floor
147-149 Farringdon Road
London
EC1R 3HN
United Kingdom

Please note we cannot replace an item until it is returned to us.

Why has only half my order arrived?

Some of our products are not dispatched in-house. We use several suppliers who also ship products for us. If your order does not arrive in full, it could be due to this. Please note that all T-shirt, G Case suitcases and Track-Art orders are going to arrive separately to the rest of your order.

Can you hurry my delivery up? I'm bored of waiting!

Sadly we can’t. We do not hold any influence with postal services, and once the order has been dispatched, we have no more control over its delivery time. Usually we aim to dispatch on the same day that an order is placed, if the order is placed before 3pm. This can vary slightly depending on the volume of orders we receive in a day.

Tracked orders are the only way to ensure you know where your order is at all times.

The tracker on your website has not updated since ‘In Transit’, what does this mean?

All orders that have paid for Tracked delivery can be tracked end to end on the Track My Order page. Alternatively, the tracking code can be used on the Royal Mail website. All orders with standard delivery can track their order from our website, which hosts a simplified version of a tracking system. If your order is in the ‘In Transit’ stage, this means that we have packed it and it’s been dispatched. We cannot update the tracking information after that point.

My tracked order is only showing it has arrived in my country, where can I find out more information?

Royal Mail tracking will sometimes only work until the order has been sent overseas, at that point they may then display a link to that particular countries tracking service, where you can see further tracking information.

 

I have a discount code. How do I use it?

You can enter any promotional codes you have in the basket. The total should then update. If it doesn’t, e-mail shop@carthrottle.com and we will assist you.

I forgot to use my discount code!

If we haven't yet dispatched your order you can edit your order using the link which can be found in your order confirmation email, or on the orders page of your shop account. If we have already shipped your item we cannot apply your discount code retroactively.

How should I send my return?

We recommend you post any returns to us using a tracked delivery service, as we cannot guarantee that your items will arrive back to us safely.

Do I have to pay to return?

Yes, you must pay for postage on returns. We sometimes refund postage in the form of a discount code for the customers next order with us, however this is at our discretion.

How long can I keep my order before returning?

We ask you return your items to us within 30 days of receiving them.

How long will it take to get my refund?

Refunds are usually processed within a few days of us receiving the goods back.

Please allow a further week for the amount to show on your account. Sorry if this seems a little long but the timeframe is dictated by your bank or card issuer and we have no control over it.

We’ll refund you by the same method as payment (i.e. same card, Paypal)

When will I receive my exchange?

Exchanges are usually processed and despatched within a few days of us receiving the goods back.

We can only exchange an item for a different size or colour in the same item or for a different product of the same (or lower, with us refunding you the difference) price as the original item.

If we haven’t the stock available we’ll refund you and send you an email to let you know.

You've sent me the wrong items!

We’re only human and occasionally mistakes can happen. If it’s happened to you we’re very sorry and we’ll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know. Contact us at shop@carthrottle.com 

The item I received is faulty!

If you think the item your received is faulty get in touch with Customer Service and we’ll see what we can do about it. Contact us at shop@carthrottle.com 


I’ve bought my items using a promotional discount. Can I still return them?

Unfortunately sale items or those purchase with a discount code cannot be returned unless they are faulty.

Which items are eligible for return?

Our returns policy covers all items that are either incorrect, faulty or damaged. If your item has arrived faulty or damaged, or if in rare circumstances. Please get in touch with us by emailing shop@carthrottle.com and we will either refund or replace your order.

Can you ship to my country?

Yes, we ship to over 200 countries! Please check our delivery page for more information on shipping.

When will you be restocking products?

We do our best to ensure products are always in stock in our online store, but can’t guarantee we won't sell out. If an item is unavailable, please check the store regularly to find out if the item you want is in stock.