FAQ - most frequently asked questions
1. What hours does customer service work?
The customer service office works on days: Monday - Friday from 7:00 am to 3:00 pm.
The customer service office does not work on weekends, holidays or public holidays. Any emails or parts inquiries sent via the form from the website will be answered on the next business day during service office hours.
2. How can I contact the customer service?
You can call us: +48 601 473 160
You can email us: shop@mercedes-oldtimer.pl
3. Within what timeframe can I expect a response to an enquiry submitted via the website form?
During shop opening hours from 7:00 a.m. to 3:00 p.m. Monday to Friday. The response time to an inquiry sent via the form is 60 minutes. Any messages sent via the form on a weekend or public holiday will be responded to on the next working day, during working hours.
4. Shipping and delivery - what should I know?
Shipping
Dispatches are made after the payment has been credited to the company's bank account.
All parcels are sent via DPD courier service.
Delivery
- Delivery of a parcel abroad usually takes place within 3-7 working days after the parcel is posted in Poland.
- Parcels sent abroad only with 100% prepayment on account.
- Pallet shipments are priced individually.
5. How long does it take to deliver custom-made spare parts?
Delivery of special order parts may take longer than the standard delivery of parts available in the shop. Delivery times may be affected by the production process of the special order parts by, as well as the transport restrictions resulting from COVID-19.
6. Who delivers my parcel?
Mercedes-Oldtimer.pl is working with the courier company DPD in Europe.
7. I didn't pick up the parcel and now what?
Delivery to home address: If the parcel fails to be delivered the first time, the parcel will be redirected to a DPD collection point. If the parcel is still not delivered, the courier will leave the parcel at one of the DPD collection points. The parcel will remain at the collection point for the next 7 days.
8. How do I track my shipment?
As soon as we start packing your order, we will email you with delivery information and a link to a page where you can track your parcel.
9. How can I pay in the shop?
The shipment of goods abroad is possible with 100% prepayment. You can pay for your purchases in our shop:
- With a Visa/Mastercard credit card.
Once you have selected your credit card as your payment method, click on the "Buy" button. You will be redirected to a secure page where you can select your credit card type. Then enter the correct card details and confirm the payment. The amount will be charged to your credit card as soon as your order has been placed.
- Directly to the bank account indicated in the order confirmation.
The website www.mercedes-oldtimer.pl is protected by an SSL certificate*.
The SSL certificate guarantees the confidentiality and integrity of data and is thus the basis for secure communication on the Internet.
10. I would like to cancel my order.
Our exceptional service allows you to cancel your order up to 12:00 on the day it is placed. If this does not happen, we will proceed with the order.
11. I would like to make a return.
You can make a return by sending the completed returns form to the following address: shop@mercedes-oldtimer.pl. Your request to return goods will be processed as soon as possible.
Goods cannot be returned if:
- have been damaged or altered by the customer,
- they have been made to measure.
If you have any questions, please contact our customer service. The Mercedes-oldtimer.pl team is at your disposal: Monday - Friday: 7:00 - 15:00 E-mail: shop@mercedes-oldtimer.pl
12. Where to download the return document from?
13. Mercedes-Oldtimer.pl PR & Marketing
Lidia Górecka is responsible for all PR & marketing activities at Mercedes-Oldtimer.pl If you have any questions, please write to: lidia@gorecka.pro