FREQUENTLY ASKED QUESTIONS
Who is the website owner?
Scania Webshop is owned and administrated by Scania CV AB. We are registered in Belgium with our registered office at Bedrijfsstraat 1208, 3660 Opglabbeek, Belgium. Our VAT number is BE0457140115.
N.B. returns of goods cannot be made to this address.
What products are sold in Scania Webshop?
All returns must be made in accordance with the return policy below.
Products sold in Scania Webshop are official Scania products only.I’m interested in other Scania related products, who can I contact?
For enquiries about other Scania products and/or services, please contact your local Scania distributor or dealer for assistance. Scania around the world
How do I place an order through Scania Webshop?
You place an order through Scania Webshop by adding the items you wish to purchase to your shopping cart. When ready, click on your shopping cart and proceed to "CHECKOUT".Can I remove an item from my order?
Provided that you have not processed and paid for your order, you can remove an item from the shopping cart at any time. Click on the "CHANGE" button in the shopping cart and follow the instructions.How do I change the quantity of items on my order?
Provided that you have not processed and paid for your order, you can change the quantity of an item in the shopping cart. Click on the "CHANGE" button in the shopping cart and follow the instructions.Can I cancel an order if I change my mind?
Provided that you have not processed and paid for your order, you can cancel your order at any time. After your payment details are sent and we have confirmed your order by e-mail, you cannot cancel your order online. To cancel an already placed order please contact Scania Webshop Customer Service for assistance.
What payment methods are accepted?
Scania Webshop accepts payments by debit/credit card. Accepted debit/credit cards are VISA and Mastercard.Can I order online and pay at a Scania dealer?
No, Scania dealers cannot process a payment for an order placed through Scania Webshop.Can I order items and pay with my Scania dealer/distributor account?
No, orders placed in Scania Webshop can only be paid up front with a debit/credit card. All Scania Webshop orders and customer accounts are entirely separate to any account you may have with any other Scania subsidiary.The item I want to purchase is out of stock. Can I order it anyway?
No, we cannot accept orders for items that are out of stock.
How long will it take for my order to be delivered?
Orders placed in Scania Webshop are delivered within 3-7 working days. We make every effort to deliver your order within this period of time, however, orders may be delayed during busy periods.How much will it cost to have my order delivered?
We make a standard delivery charge of €8 for all Scania Webshop orders.Can I change the delivery address for my order?
Yes, you can change your delivery address while placing your order, before you proceed to payment. When the order has been processed and paid for, it will not be possible to change the delivery address through Scania Webshop.
However, our logistics partner DHL might be able to help you, depending on what stage in the delivery process your parcel has reached. Please contact DHL in your country to do so. Please have all your order details at hand when contacting DHL. DHL websiteCan I have some items in my order delivered to a different address?
No, orders placed in Scania Webshop can only have one delivery address per order. If you require delivery to more than one address, then we must ask that you submit separate orders for each delivery.Can I order items to be delivered outside the European Union?
No, orders placed in Scania Webshop can only be delivered to an address in one of the following countries within the European Union; Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia and Spain. A valid address is required for all orders.
If you are not located within the European Union, please contact your local Scania distributor and/or dealer for enquiries about how to purchase our products. Scania around the world
RETURN / REFUND
Please make sure that you read the “Scania Webshop return/refund policy” to make sure that your return and/or refund is completed as quickly and correctly as possible.
N.B. Please note that all returns to Scania Webshop must be made in accordance with the return policy to the address below. Returned items will only be accepted to this address, they cannot be processed by any other Scania entity.
SCANIA PARTS LOGISTICSAtt: Scania WebshopBedrijfsstraat 1208B-3660 OpglabbeekBELGIUMScania Webshop return/refund policy
How do I return an item to Scania Webshop?
- A return/refund must be cleared by Scania Webshop Customer Service.
- Items returned to Scania Webshop must be unused and in original packaging.
- Returns to Scania Webshop must be processed within 30 days of receipt.
- Returns to Scania Webshop must be accompanied by a return note clearly stating the reason for return incl. all relevant order information.
- Scania Webshop approves returns for refund or exchange (exchange is limited to a different size of the same product), provided that all aspects of the Scania Webshop return/refund policy are fulfilled.
- Contact Scania Webshop Customer Service and request a return and/or refund.
- Scania Webshop Customer Service sends you a return shipping label by e-mail or regular mail. Customer Service also requests a pick up of your parcel by DHL.
- Stick the return shipping label to your parcel.
- DHL picks up the parcel from a location specified by you.
Use the return note you received with your shipment or use the link below to print out a new copy. Return noteCan I return an item or order if I change my mind?
Yes, provided that you return your order within 30 days of receipt, you can return your order and get a full refund of the product value, excl. delivery charges. Please read the "Scania Webshop return/refund policy" for instructions.I ordered the correct item, but it doesn't fit. Can I exchange it for a different size?
Yes, if you have ordered an item in a particular size and find that it does not fit, you can return the item for an exchange to a different size of the same product within 30 days of receipt. Please read the "Scania Webshop return/refund policy" for instructions.I want to exchange an item for a different size, but it's out of stock. Can I get a refund?
Yes, if you have ordered an item which you would like to exchange to a different size, but it is out of stock, you can return the item for a refund, excl. delivery charges, within 30 days of receipt. Please read the "Scania Webshop return/refund policy" for instructions.An item in my order is faulty and/or damaged, what do I do?
If you find that an item is faulty and/or damaged on delivery then you are entitled to an exchange to a new item (of the same product), or a full refund of the faulty item(-s) incl. the delivery charges for returning the item(-s) to Scania Webshop. Please read the "Scania Webshop return/refund policy" for instructions.Where do I find my order number to return an item?
The order number for your order is noted in the order confirmation sent to you by e-mail when you first placed your order. You can also find your order number on the packing list under “Cust. Order” or on the DHL transport label, attached to the parcel in which your order was delivered, under “Senders Ref”.Who pays for sending items back to Scania Webshop?
If you decide to return your item(s) for a refund within 30 calendar days then you are responsible for the return cost to Scania Webshop. Please read the "Scania Webshop return/refund policy" for instructions.
If you find your order to be damaged, faulty or has been delivered in error, then Scania Webshop will cover the return cost for your parcel. Please read the "Scania Webshop return/refund policy" for instructions.Can I return/exchange an item with my local dealer?
No, Scania dealers nor any other point of sale can process returns, exchanges or refunds for orders placed through Scania Webshop.Can I return my order with a different shipper other than that specified by Scania Webshop?
All returns of orders placed in Scania Webshop shall be returned with DHL Express to meet the rules of the "Scania Webshop return/refund policy". If you choose to return your order with another shipper, we will not be able to refund the cost of return shipping.
ALTERNATIVE DISPUTE RESOLUTION
We are obliged to inform you of the existence of the EU Online Dispute Resolution Platform which is an interactive website offering a single point of entry to consumers and traders consumers and traders seeking to resolve disputes out-of-court which have arisen from online transactions. The ODR platform provides general information regarding the out-of-court resolution of contractual disputes between traders and consumers arising from online sales and service contracts. The Online Dispute Resolution Platform can be found at this web address: http://webgate.ec.europa.eu/odr/
YOUR SCANIA WEBSHOP ACCOUNT
Do I have to register a customer account to use Scania Webshop?
No, you do not have to register a Scania Webshop customer account to purchase our products, as this is optional. However, if you do register a customer account you will be able to keep track of your orders, change contact details, enjoy our special customer offerings, etc.Can I change my customer account information?
Yes, you can change your customer account information at any time by logging in to your account by clicking “Login” in the footer of the start page of Scania Webshop.I forgot my password, can I get a new one?
Yes, if you have forgotten your password you can click the “I have forgotten my password” link on the login page. We will send you a new password to the e-mail address that you supplied when you registered your Scania Webshop customer account.
What do you do with the information I enter in Scania Webshop?
We store the information you give us when you register with Scania Webshop in order to process your order as quickly and efficiently as possible.Do you give my information to anyone else?
No, Scania Webshop does not sell nor share your information with anyone outside the Scania Group. Scania may however provide information to authorities if obliged by legal requirement.
In the event that we wish to communicate with you about offers, products or services that may interest you, but are not directly related to your order, you will be given the opportunity of opting out of such communications.Is my information kept safely?
Yes, Scania Webshop takes all reasonable and practicable steps to store your information in a safe and secure environment. You will find our Privacy Statement in full here
.Who has access to my information?
Only Scania CV AB has access to your customer information. This access is for the fulfillment of your order and to follow up sales only.Is my information transmitted safely across the Internet?
Yes, Scania Webshop and our Payment Service Provider, DIBS, employ SSL (Secure Socket Layer) technology to keep your information safe. SSL means that any information sent between you and Scania Webshop is encrypted and cannot be read by anyone else during transmission.
I have a question that isn’t answered here, what do I do?
If you have questions, comments or concerns that are not answered here, you are welcome to contact Scania Webshop Customer Service.
Contact us by filling in the form on the page "CONTACT US