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FAQ - Frequently Asked Questions

 

Payment

What payment methods do you accept?

For retail orders we accept Visa and Mastercard.

Can I pay with PayPal or American Express?

No, we do not currently accept these payment methods.

Can I pay via bank transfer

We only accept bank transfer payments for wholesale business orders over USD 5,000.00.

Will I have to pay any additional charges?

The order may be subject to customs duties, import taxes, and fees which are applied when the package reaches the country of destination. We have no control over these customs clearance charges and any additional charges must be fulfilled by the recipient.

 

Order placement

Retail clients

How can I get a quote?

Please add the required items to the basket and select your country. You will be able to see the part cost + shipping cost.

How can I place an order?

  1. Please create a private account
  2. Add the required items to the basket and select the country
  3. Click to Checkout
  4. Enter the shipping details and click Continue
  5. Select the shipping method and click Pay
  6. Proceed to payment with Visa/Mastercard

I don’t have the part number, can I place an order?

We cannot look up parts based on vehicle model/make/year/chassis/VIN/etc. Please make sure you have the exact part number required for your vehicle before placing an order.

Can I get a photo of the part?

Any item photos that are available are already uploaded on the website. Since we do not keep stock in our warehouse, we are not able to provide any additional part photos.

Are all the items new?

Yes, all the parts on the website are new.

I haven’t received my tracking number

You will receive an email with the invoice and the tracking number once the order ships.

Can I add items to my existing order?

No, we cannot edit or modify existing orders.

Can I remove an item from an existing order?

You can only remove an item while the part status is “New”. You can check this in the Part Status tab. Click on the “X” next to the line item you want to remove from the order.

 

Delivery for retail orders

How long does it take to process an order?

It takes 1-4 business days for order processing.

How long will it take to deliver my item?

That depends on the courier method selected as well as the country of destination. You can see the estimate in the Basket by clicking on the ‘Shipping Total’ link.

What shipping options do you have?

We ship with EMS, DHL, FEDEX and SMSA depending on the country of destination.

Do you offer worldwide delivery?

Yes, we ship internationally.

Do you deliver inside the UAE?

Please note that we cannot deliver inside the UAE, we work for export to other countries only.

Can I come to your office and buy/collect the items myself?

No, we sell items only through our website. 

 

Wholesale business clients

What are the conditions to register as a business customer?

Minimum order amount of USD 5,000.

Will the delivery be to the selected airport?

We will provide you with export services from Dubai, UAE to the preferred airport in your country of destination.

Do you provide clearance documents?

Clearance documents such as the invoice and packing list will be forwarded to you; however the documentation from the airport to your exact delivery location must be arranged by your contracted broker.

How do I get a quote for a business account?

  1. Please create a business account
  2. Add the required parts to the basket manually or by uploading them in the Excel template from the basket
  3. Click on “Get Invoice” to get the FOB value of the parts
  4. If you need the Proforma invoice with the approximate freight by Courier/Air/Sea you can write to us at orders@burjauto.com or logistics@burjauto.com.

How do I pay for my order?

Payment will be via bank transfer. The bank details are listed your account in the Basket under the ‘How to pay’ link.

How is the freight calculated?

It will be calculated after the items are packed and ready for shipping.

 

Account help

I haven’t received the account activation/password reset email

Check the Spam/Junk folders. If you still don’t see it, send us an email at orders@burjauto.com.

I forgot my password

Click this link to reset your password.

How do I change my password?

You can change it the Account tab under your profile section.