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Frequently Asked Questions

Please Select from the FAQ categories below:

  • What is FAQs
  • FAQ’S

     
    1. HOW DO I FIND THE PRODUCT I AM LOOKING FOR?
     
    You can either search for a part via application if you know the details of the vehicle or search via description by typing in part of the description of the product. e.g. ‘vacuum pump’. The latter method would normally be very useful if you were unable to find your part in the normal headings or just wanted to do a ‘quick search’ for any part. Full details of the part required would then appear and this could be purchased in the normal way ‘by adding to basket’.
     
     
    2. HOW RELIABLE IS PRODUCT AVAILABILITY?
     
    Product availability is updated daily and in the unlikely event of KMS being unable to fulfil your order, you will be advised after we receive your order. The order will not be processed and you will be informed of the availability of the product/s in order to confirm if you would like us to put these on backorder.
     
     
    3. DO YOU STOCK ANY OTHER PRODUCTS?
     
    New parts are continually being added to our range and there may be a delay from when these are added to the time when they appear on the website. We have available in excess of 55,000 lines and it is impossible to list all items on our website. Customers are advised to either call or email us on any parts that they cannot see listed. Non-stock parts can be specially ordered but these will require full payment prior to ordering and cannot be returned.
     
     
    4. WHAT IS YOUR RETURNS POLICY?
    SeeReturns & refunds
     
     
    5. WHAT PAYMENT METHODS ARE AVAILABLE?
    See Methods of Payment
     
     
    6. CAN I PAY BY CREDIT/DEBIT CARD AND HAVE THE GOOD DELIVERED SOMEWHERE ELSE?
     
    No. For security reasons, we will only deliver to the cardholders address.
     
    7. IF I ORDER FROM YOU AGAIN, DO YOU KEEP MY PERSONAL DETAILS OR DO I HAVE TO GO THROUGH THE ORDER PROCESS FROM THE BEGINNING?
     
    Your personal details will be saved and if you place a new order, these details will appear when you enter youremail and password.
     
    For security reasons, we do not keep your card details. These will need to be re-entered with each new order.
     
     
    8. CAN I ADD ITEMS TO MY ORDER?
     
    Due to credit card security reasons, once you have placed an order we cannot add items to it. You need to order separately or cancel your current order and place a new one.
     
     
    9. ARE MY CREDIT CARD PAYMENTS SECURE?
     
    Yes. All payments are processed by Barclaycard epDQ who utilize 128 bit SSL encryption, the same high standard as Internet banking. Payment details are retained totally within their secure system.
     
     
    10. IS THERE A SECURITY CHECK?
     
    For your security, every single order goes through a security check, and all details given must match with the details held by the card issuers. If all these match and we are satisfied with the security questions answered, goods will be released in the normal way.
    However, if there are security issues, further details may be requested e.g. copy of credit card, landline telephone numbers etc. before goods can be despatched.
     
     
    11. WHAT DELIVERY OPTIONS ARE AVAILABLE?
     
    Please seeDeliveries for further details.
     
     
    12. WHAT HAPPENS IF MY PARCEL IS LOST BY THE COURIER?
     
    If your parcel is lost during delivery, we will follow a standard procedure of opening a search file with the courier. By ‘lost’, we would mean the parcel has not been delivered after having waited at least 3 days from date of dispatch (for a 1-2 day delivery).
     
    This investigation normally takes 3-5 working days, and if the parcel cannot be found, your order will be re-shipped.
     
     
    13. CAN I TRACK MY ORDER?
     
    On placing orders you will be given a consignment number. Depending on the courier used, (you will be advised), you may log onto their website and check the delivery status of your parcel.
     
     
    14. WHAT TIME SHOULD I EXPECT MY PARCEL TO BE DELIVERED?
     
     1-2 DAY DELIVERY    (standard size parcel)
    Provided your order has been received by 3.45pm, most parcels will be received by the next working day.
    However this is not guaranteed and could in certain cases take up to 2 days.
    Deliveries are made Mon-Fri 8am-5.30pm only.
     
     
    15. WHAT HAPPENS IF I’M NOT IN WHEN THE DELIVERY ARRIVES?
     
    If you’re not in, the courier will leave a calling card with the details of where the goods are and who you can contact to re-arrange delivery.
     
     
    16. ARE MY PARTS GUARANTEED?
     
    Yes. All new parts supplied by KMS are guaranteed for at least 1 year, subject to manufacturer’s procedures. (See terms and conditions).
    Guarantee on reconditioned parts may vary and customers are to check at point of purchase.
    Original Mercedes and BMW parts purchased from KMS, which developed a ‘fault’, will be required to be taken into any Main Dealership whilst on the vehicle in order for them to confirm that this part is definitely faulty.
    Your vehicle will have to be booked in with a Dealership and if subsequent results confirm a manufacturers fault, the Dealers will replace the part at their expense. If however it is found that another factor has caused the fault, you will be charged accordingly.
     
     
    17. HOW DO I REGISTER?
     
    When you have selected the items that you wish to shop for, we ask you to fill in a short simple registration form. We then let you continue to confirm your order. At your next visit you will simply have to supply your username and password to continue to shop.
     
     
     18. WHY DO I HAVE TO ENTER MY VEHICLE DETAILS?
     
    Your vehicle details, in particular your registration number, helps determine the right parts for your car. Insufficient details can result in wrong parts and returns.
  • How do I register
  • When you have selected the items that you wish to shop for, we ask you to fill in a short simple registration form, we then let you continue to confirm your order, at your next visit you will simply have to supply your username and password to continue to shop.
  • Do you deliver outside the United Kingdom
  • We currently only supply with the United Kingdom, we will keep our customer informed via our website of any changes in delivery locations.
  • Who processes your online payments
  • We use PayPal as our payment gateway, they use state of the art firewalls, and internet security to ensure you have a safe online shopping experience.
  • HOW DO I FIND THE PRODUCT I AM LOOKING FOR?
  • 1 HOW DO I FIND THE PRODUCT I AM LOOKING FOR?
     
    You can either search for a part via application if you know the details of the vehicle or search via description by typing in part of the description of the product. e.g ‘vacuum pump’.
    The latter method would normally be very useful if you were unable to find your part in the normal headings or just wanted to do a ‘quick search’ for any part. Full details of the part required would then appear and this could be purchased in the normal way ‘by adding to basket’.
     
    2 HOW RELIABLE IS PRODUCT AVAILIBILITY?
     
    Product availability is updated daily and in the unlikely event of KMS being unable to fulfil your order, you will be advised after we receive your order. The order will not be processed and you will be informed on the availability of the product/s in order to confirm if you would like us to put these on backorder.
     
    3 DO YOU STOCK ANY OTHER PRODUCTS?
     
    New parts are continually being added to our range and there may be a delay from when these are added to the time when they appear on the website.
    We stock in excess of 25,000 lines, and it is impossible to list all items on our website.
    Customers are advised to either call or email us on any parts that they cannot see listed.
    Non-stock parts can be specially ordered but these will require full payment prior to ordering and cannot be returned.
     
    4 WHAT IS YOUR RETURNS POLICY?
    See Returns & refunds
     
     
     
     
     
     
     
     
     
    5 WHAT PAYMENT METHODS ARE AVAILABLE?
    SeeMethods of Payment
     
    We offer the following methods of payment:
    • Credit card        –   Address and security card details need to match before goods can be Debit card            released.
    • Bank transfer    – You will need to contact us for our bank details.
    • Cheque             – Please make payable to ‘KMS’. This will need to clear first before                                                       …………………….any goods can be released
    • Postal order       -Please make payable to ‘KMS’     
    • Cash
    6 CAN I PAY BY CREDIT/DEBIT CARD AND HAVE THE GOOD DELIVERED SOMEWHERE ELSE?
     
    No. For security reasons, we will only deliver to the cardholders address.
     
    7 IF I ORDER FROM YOU AGAIN, DO YOU KEEP MY PERSONAL DETAILS OR DO I HAVE TO GO THROUGH THE ORDER PROCESS FROM THE BEGINNING?
     
    Your personal details will be saved and if you place a new order, these details will appear when you enter your email and password.
     
    For security reasons, we do not keep your card details. These will need to be re-entered with each new order.
     
    8 CAN I ADD ITEMS TO MY ORDER?
     
    Due to credit card security reasons, once you have placed an order we cannot add items to it. You need to order separately or cancel your current order and place a new one.
     
    9 ARE MY CREDIT CARD PAYMENTS SECURE?
     
    Yes. All payments are processed by Barclaycard epDQ who utilize 128 bit SSL encryption, the same high standard as Internet banking. Payment details are retained totally within their secure system.
     
     10 IS HERE A SECURITY CHECK?
     
    For your security, every single order goes through a security check, and all details given must match with the details held by the card issuers. If all these match and we are satisfied with the security questions answered, goods will be released in the normal way.
    However, if there are security issues, further details may be requested e.g. copy of credit card, landline telephone numbers etc. before goods can be despatched.
     
    11 WHAT DELIVERY OPTIONS ARE AVAILABLE?
     
    Please see Deliveries for further details.
     
    12 WHAT HAPPENS IF MY PARCEL IS LOST BY THE COURIER?
     
    If your parcel is lost during delivery, we will follow a standard procedure of opening a search file with the courier. By ‘lost’, we would mean the parcel has not been delivered after having waited at least 2 days from date of dispatch (for a 24 hr delivery).
     
    This investigation normally takes 3-5 working days, and if the parcel cannot be found, your order will be re-shipped.
     
     
     
    13 CAN I TRACK MY ORDER?
     
    On placing orders you will be given a consignment number. Depending on the courier used, (you will be advised), you may log onto their website and check the delivery status of your parcel.
     
    14 WHAT TIME SHOULD I EXPECT MY PARCEL TO BE DELIVERED?
     
    For the next day ‘Standard’ option, you should receive your delivery anytime from 8am to 5.30pm the next working day.
     
    15 WHAT HAPPENS IF IM NOT IN WHEN THE DELIVERY ARRIVES?
     
    If you’re not in, the courier will leave a calling card with the details of where the goods are and who you can contact to re-arrange delivery.
     
    16 ARE MY PARTS GUARANTEED?
     
    Yes. All new parts supplied by KMS are guaranteed for at least 1 year. Subject to manufacturers procedures. (See terms and conditions).
    Guarantee on reconditioned parts may vary and customers are to check at point of purchase.
    Original Mercedes and BMW parts purchased from KMS which developed a ‘fault’ will be required to be taken into any Main Dealership whilst on the vehicle in order for them to confirm that this part is definitely faulty.
    Your vehicle will have to be booked in with a Dealership and if subsequent results confirm a manufacturers fault, the Dealers will replace the part at their expense. If however it is found that another factor has caused the fault, you will be charged accordingly.
  • DELIVERIES
  • Trade Deliveries
     
    Same day van deliveries
     
    KMS offers a speedy van & motorcycle delivery service to the local trade around its branches. Depending on the proximity of your business from our branch, we can offer up to 8 deliveries a day. Please contact us for details of how often we deliver into your area.
     
    Next day courier deliveries
     
    We can offer special carriage rates to business customers who fall outside of our local delivery routes. Traders can benefit from our guaranteed next day 10am or 12 noon service. Please call for rates.
     
    Mail order Deliveries
     
    These will include all deliveries being dispatched via our national carriers.
     
    UK Deliveries
    1-2 DAY DELIVERY    (standard size parcel)
    Most parcels will be received by the next working day.
    However this is not guaranteed and could in certain cases take up to 2 days.
    Deliveries are made Mon-Fri 8am-5.30pm only.
     
     
    - ‘Oversized’ parcels eg exhaust pipes, body panels etc will attract a higher carriage
       charge and you will be advised accordingly. Please note ‘Oversized’ parcels can only
       be delivered on a 48hr service and you will be advised of the additional freight costs
       before payment is charged to your card.
     
    - All orders must be received by 4pm latest for next day delivery.
     
    - Our ‘1-2 Day’ service does NOT include weekends or Bank Holidays.
     
    - Delivery services includes ‘UK Mainland’ only and excludes Highlands & Islands and
     the following post codes:
     AB10-56, DD1-11, FK1-21, PH1-16, TR21-25, BT1-65, BT71-94, IM1-9 & IM99
     
    - Deliveries to Northern Ireland, Highlands & Islands may attract an additional surcharge.
     You will be advised accordingly.
     
    -Very small packages may be delivered either by Royal Mail or Royal Mail Recorded Delivery. A signature is required by an adult aged 18 years or over for all Royal Mail Recorded Deliveries.
     
    - Customers are advised to physically check their goods before signing the driver’s delivery
     sheet. Parcels received damaged, opened or tampered with must either be rejected, or
     signed for ‘damaged’ or ‘opened’ or ‘tampered with’ accordingly. Claims may be rejected if
     this is not done.
     
    - Claims for damage or loss in transit must be made in writing within 12 days from date of
     dispatch. In cases of ‘non delivery’ customers are advised to wait 7 days before submitting
     their claim.
     
    - A signature will be required for all goods being delivered. If, for any reason, you are
     not available to accept delivery, the Carriers will leave a Customer Contact Card at the
     delivery address advising you where the consignment has been taken and how to re-arrange
     delivery. Any additional costs are up to the discression of the Carriers.
     
    - If payments are made to KMS by credit or debit card, delivery can only be made to the
     Cardholder’s address registered by the Card Issuers. Deliveries cannot be made to a ‘third
     Party’ address e.g. direct to the Garage fitting the parts. Neither can goods be collected over
      the Counter if paid in this way.
     
    - KMS will not be liable for any consequential losses incurred due to any problems with their
     deliveries such as late or damaged deliveries.
     
     
     International Deliveries
    Export Orders can be placed online. Once we have received your order, a member of the sales team will contact you to finalise the order and advise you of the delivery charge to your destination.
    - Deliveries outside the UK (including Southern Ireland & the Channel Islands) will be classed
    as international. You will need to contact our sales team on 0121 753 6468 for quotes.
    Your country may impose import duties and/or taxes on the parts that are being delivered
    To you. These Custom charges are NOT included in our prices and customers are advised
    To check with their local customs Office to confirm any possible import duties/taxes before
    placing their order. If an export order is returned to us, due to unpaid taxes and import duties,
    restocking fees may be charged to your credit card.
     
    Stock Levels
    - Stock levels shown on our website are updated on a daily basis and are a good  
     indication of actual stocks in our warehouse. However stock levels are continuously
     changing and in the unlikely event of our stocks being depleted, we will advise you.
     
    In Stock
    If a part is marked ‘in stock’, this means there is good stock availability of this item and delivery can be made as per our normal delivery timescales.
     
    Low Stock
    If a part is marked ‘low stock’, this means there is minimum stock availability of this item. Delivery may be made as per our normal delivery timescales. If not, the item is usually dispatched within 1-3 working days.
     
    Out of Stock
    If a part is marked ‘out of stock’, this means there is currently no stock of this item and our supplier has not confirmed a date of arrival. Phone our sales team for an estimated date of delivery.
     
    Special Order
    If a part is marked ‘special order’, this means there is no stock of this item. Please speak to a sales advisor to check availability & current price. Orders placed for special order items cannot be cancelled.
     
     
    If not all of the products from your order are available for dispatch we will wait until they are all available before dispatching them unless we are instructed otherwise. If you prefer we will send the products as and when they become available on multiple dispatches. Multiple dispatches will incur additional delivery charges for each separate dispatch.
  • how do I shop here?
  • 1 HOW DO I FIND THE PRODUCT I AM LOOKING FOR?
     
    You can either search for a part via application if you know the details of the vehicle or search via description by typing in part of the description of the product. e.g ‘vacuum pump’.
    The latter method would normally be very useful if you were unable to find your part in the normal headings or just wanted to do a ‘quick search’ for any part. Full details of the part required would then appear and this could be purchased in the normal way ‘by adding to basket’.
     
    2 HOW RELIABLE IS PRODUCT AVAILIBILITY?
     
    Product availability is updated daily and in the unlikely event of KMS being unable to fulfil your order, you will be advised after we receive your order. The order will not be processed and you will be informed on the availability of the product/s in order to confirm if you would like us to put these on backorder.
     
    3 DO YOU STOCK ANY OTHER PRODUCTS?
     
    New parts are continually being added to our range and there may be a delay from when these are added to the time when they appear on the website.
    We stock in excess of 25,000 lines, and it is impossible to list all items on our website.
    Customers are advised to either call or email us on any parts that they cannot see listed.
    Non-stock parts can be specially ordered but these will require full payment prior to ordering and cannot be returned.
     
    4 WHAT IS YOUR RETURNS POLICY?
    See Returns & refunds
     
     
     
     
     
     
     
     
     
    5 WHAT PAYMENT METHODS ARE AVAILABLE?
    SeeMethods of Payment
     
    We offer the following methods of payment:
    • Credit card        –   Address and security card details need to match before goods can be Debit card            released.
    • Bank transfer    – You will need to contact us for our bank details.
    • Cheque             – Please make payable to ‘KMS’. This will need to clear first before                                                       …………………….any goods can be released
    • Postal order       -Please make payable to ‘KMS’     
    • Cash
    6 CAN I PAY BY CREDIT/DEBIT CARD AND HAVE THE GOOD DELIVERED SOMEWHERE ELSE?
     
    No. For security reasons, we will only deliver to the cardholders address.
     
    7 IF I ORDER FROM YOU AGAIN, DO YOU KEEP MY PERSONAL DETAILS OR DO I HAVE TO GO THROUGH THE ORDER PROCESS FROM THE BEGINNING?
     
    Your personal details will be saved and if you place a new order, these details will appear when you enter your email and password.
     
    For security reasons, we do not keep your card details. These will need to be re-entered with each new order.
     
    8 CAN I ADD ITEMS TO MY ORDER?
     
    Due to credit card security reasons, once you have placed an order we cannot add items to it. You need to order separately or cancel your current order and place a new one.
     
    9 ARE MY CREDIT CARD PAYMENTS SECURE?
     
    Yes. All payments are processed by Barclaycard epDQ who utilize 128 bit SSL encryption, the same high standard as Internet banking. Payment details are retained totally within their secure system.
     
     10 IS HERE A SECURITY CHECK?
     
    For your security, every single order goes through a security check, and all details given must match with the details held by the card issuers. If all these match and we are satisfied with the security questions answered, goods will be released in the normal way.
    However, if there are security issues, further details may be requested e.g. copy of credit card, landline telephone numbers etc. before goods can be despatched.
     
    11 WHAT DELIVERY OPTIONS ARE AVAILABLE?
     
    Please see Deliveries for further details.
     
    12 WHAT HAPPENS IF MY PARCEL IS LOST BY THE COURIER?
     
    If your parcel is lost during delivery, we will follow a standard procedure of opening a search file with the courier. By ‘lost’, we would mean the parcel has not been delivered after having waited at least 2 days from date of dispatch (for a 24 hr delivery).
     
    This investigation normally takes 3-5 working days, and if the parcel cannot be found, your order will be re-shipped.
     
     
     
    13 CAN I TRACK MY ORDER?
     
    On placing orders you will be given a consignment number. Depending on the courier used, (you will be advised), you may log onto their website and check the delivery status of your parcel.
     
    14 WHAT TIME SHOULD I EXPECT MY PARCEL TO BE DELIVERED?
     
    For the next day ‘Standard’ option, you should receive your delivery anytime from 8am to 5.30pm the next working day.
     
    15 WHAT HAPPENS IF IM NOT IN WHEN THE DELIVERY ARRIVES?
     
    If you’re not in, the courier will leave a calling card with the details of where the goods are and who you can contact to re-arrange delivery.
     
    16 ARE MY PARTS GUARANTEED?
     
    Yes. All new parts supplied by KMS are guaranteed for at least 1 year. Subject to manufacturers procedures. (See terms and conditions).
    Guarantee on reconditioned parts may vary and customers are to check at point of purchase.
    Original Mercedes and BMW parts purchased from KMS which developed a ‘fault’ will be required to be taken into any Main Dealership whilst on the vehicle in order for them to confirm that this part is definitely faulty.
    Your vehicle will have to be booked in with a Dealership and if subsequent results confirm a manufacturers fault, the Dealers will replace the part at their expense. If however it is found that another factor has caused the fault, you will be charged accordingly.