We place great importance on customer service here at Indigo-GT, the links to the sections above provide you with easy access to our policies and procedures, information relating to shipping, returns and our terms and conditions for both orders placed through our website and our workshop based services. You'll find answers to some frequently asked questions below, if you have any questions that aren't covered, please contact us;
Are you still shipping to EU countries?
Yes, there are some changes you need to be aware of if you live within one of the 27 EU member states, we've created a detailed blog post with more information that you can find here.
What are your opening hours?
We're open 09:00 - 17:30 Monday to Friday (excluding Bank Holidays) and 10:00 - 13:00 most Saturdays, our phone lines aren't always manned on Saturday's but you can always leave a message using the link above.
I've purchased or are considering purchasing a car that you've worked on, can you give me some information?
This is a question we're often asked by both new and prospective owners of cars we've previously worked on, as petrol heads ourselves we completely understand the want to know as much about a cars history as possible but we have to take into account our customers privacy. To that end and in line with our statutory requirements, we regret that we are unable to provide duplicate invoices to third parties under any circumstances. There are certain conditions where we are able to discuss our records, if you're in direct contact with a Customer who's vehicle we've worked on previously, providing they've contacted us and granted us consent to discuss our records with you then we'll be more than happy to help.
How will my order be sent?
Goods purchased from us will typically be sent by courier delivery with tracking information available once your order has been dispatched, occasionally for smaller low value items we may use Royal Mail.
Can you deliver to an alternate address?
Purchases made through our website are subject to credit/debit card address verification checks, if your delivery address differs to your billing address, we may refuse to deliver your order to your delivery address and instead ship it to the billing address. If you've chosen finance as your payment method, we're only able to ship to the address as submitted during your credit application, there are no exceptions to this rule.
Do you ship overseas?
Yes! There are a handful of places that we can't deliver to but we're able to deliver to approximately 95% of countries, international shipping is automatically calculated during the checkout process but some bulkier items may attract an oversized charge, don't worry, if this effects you we'll be in touch prior to processing your order.
How can I check if a product is in stock?
Our website doesn't display live stock information, if you need to know the availability of a product prior to ordering, please contact us with the item SKU so we can confirm availability. If you intend on having a product professionally installed, we strongly recommend you wait until you have taken delivery of your order and confirmed it's correct prior to making fitting arrangements.
I tried placing an order using finance but wasn't able to complete the application, what should I do?
Just contact us with your order number and we'll send a link to complete the finance application to your email address.
My order is currently 'Awaiting Fulfilment', what does that mean?
Once we process your order, its status is changed to 'Awaiting Fulfilment', this means that we're either in the process of packing your order or we're waiting for stock to arrive prior to dispatch. Once everything is ready and your order has been dispatched, the status will change to 'Shipped' and you'll receive and email with your tracking information, if a product has an extended lead time in excess of a week, we'll contact you to let you know.
Where can I find out more information about a product?
We try and put as much information as possible in the item description tab on each product but if you have a specific question, just contact us using one of the methods above.
I'd like to purchase a product from your website, are you able to fit it for me?
Of course! Our workshop is fully equipped and caters for a wide range of makes and models, if you'd like a fitting quote, just contact us using one of the methods above.
COMPLAINTS POLICY & PROCEDURE
Indigo-GT Performance Ltd is committed to providing a quality experience to it's customers and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and in particular by responding positively to complaints and by putting mistakes right. We work with the ethos that 'nothing is someone else's problem' here at Indigo-GT with all the required policies and procedures in place to ensure a smooth customer experience, however, we accept that we're not going to get everything right the first time every time, if you feel that we haven't met your expectations then you may wish to make a formal complaint, we aim to ensure that;
- Making a complaint is as easy as possible.
- Your complaint will be treated as a clear expression of dissatisfaction with our customer service which calls for an immediate response.
- We will deal with your complaint promptly, politely and when appropriate, confidentially.
- Our response will be valid and include an explanation, an apology where we have got things wrong or advice with regards to any action we've taken.
- We will learn from complaints and use them to improve our customer service.
We recognise that concerns may be raised informally, in such circumstances we aim to resolve any informal concerns quickly and efficiently. You can make a complaint by sending an email to our dedicated customer service email address: firstname.lastname@example.org, we'll confirm receipt of your email within one working day and aim to respond formally within five working days, alternatively you can write to us at the following address;
Indigo-GT Performance Ltd
Unit 1-2 Hazel Close
Dyffryn Business Park
Your complaint will be handled by a Company Director that may contact you for further information, if your complaint refers to a product purchased via our website, please include your order number. If your complaint refers to the provision of our workshop services, please include your vehicle registration number.