Frequently Asked Questions
We hope you find our site easy to use, but to help you, we have provided answers to some frequently asked questions. If you can't find the answer you're looking for please contact us via the click to chat button below or call us on 0161 429 1066.
Using the site
How do I use your site to buy tyres?
It couldn't be easier. Simply enter your vehicle registration or tyre size. Then choose from the list of tyres available. Next select a fitting option (branch or mobile) and your preferred fitting date. Then pay by credit/debit card or Pay Pal (coming soon). Your tyres will be waiting for you at your chosen fitting centre on arrival with nothing else to pay.
I'm not sure how to read my tyre size from my tyre?
Please see the section on the site entitled "Reading a tyre sidewall". If you have any further questions, please call us on 0161 429 1066 and we'd be happy to assist.
What does your rating system mean?
National's rating system is based on our extensive experience coupled with customer feedback. All our customers are e-mailed following their purchase to provide us with feedback on the performance of their tyres. They are asked to grade their tyres on a series of criteria including wet and dry grip; tyre wear versus mileage; quality versus price; steering responsiveness and cornering stability; ride comfort and smoothness.
The tyre brand I want isn't listed?
We have tried to ensure that the most popular brands are listed on this site. If you're looking for a brand that we haven't listed, please let us know by contacting us on 0161 429 1066.
How do I use your site to buy other products?
Simply follow the step by step process to select the product you want. Next select a fitting location and fitting date. Then pay by credit/debit card or Pay Pal. Your products will be waiting for you on arrival with nothing else to pay.
Registration number lookup
I've entered my vehicle registration number and the tyre size shown is not the one fitted to my vehicle?
Our tyre size data is provided by HaynesPro. HaynesPro are one of only four companies licenced to receive your vehicle registration data from the DVLA and they then match this to tyre size data from the SMMT (Society of Motor Manufacturers and Traders). The SMMT database lists those tyres that they believe were fitted to your vehicle as original equipment.
Sometimes we find that dealers (or sometimes previous owners) upgrade the wheels/tyres before selling them on. That's why we recommend that you always take a moment to double-check the tyre size actually fitted to your car before ordering.
I've entered my vehicle registration number and my car doesn't come up?
First, double check that you've entered the correct details (making sure you've entered a '0' not a 'o' for example). Light commercial vehicles and motorcycles will not be shown at present.
If you have recently transferred a cherished number plate it can take the DVLA several weeks to update their database.
If you are still having problems, simply enter your tyre size for a full list of prices.
The information provided for my vehicle is incorrect
The information shown is provided by the DVLA and you should contact them through their web site at www.dvla.gov.uk, if your vehicle's details are substantially incorrect. Alternatively simply enter your tyre size for a list of prices.
Changing your order
I've ordered the wrong tyre size by mistake what do I do?
It's your responsibility to check that the tyre size you have ordered is the correct fitment for your vehicle. If you have ordered the wrong size, we will do our best to help you, please call customer services on 0161 429 1066.
I want to change the fitting time what do I do?
Just call our customer service team on 0161 429 1066.
I have an urgent requirement, can I get my tyres fitted any quicker?
If you require a fitting date sooner than the dates indicated on the site, call our customer services team on 0161 429 1066 and they will do their best to bring your booking date forward.
Delivery and Fitting
Where are the tyres delivered?
Your tyres will be delivered to a fitting location that you choose, in time for the booking date that you specify. Your fitting centre will remove and dispose of your old tyres; fit your new tyres (including a new valve) and balance them for you on a computerised wheel balancing machine and it's all included in the price you pay.
Are your tyre prices fully fitted?
All our prices are fully fitted and include a new valve, computerised wheel balance and an environmental casing disposal charge.
When choosing a fitting centre, the site doesn't recognise my Postcode?
Instead of entering your full postcode i.e. WN6 0XU, just enter the first part of your postcode i.e. WN6 4 or WN6, this will then allow you to proceed. Your postcode is only used to provide a starting point for a location map and set of directions.
Cancellations, refunds or order amendments
Can I cancel my order and get a refund?
If you want to cancel your order, before your chosen fitting date or within 14 days of delivery (30 days if goods are faulty), please inform us (National Tyre Service Limited, Heaton Lane, Stockport, Cheshire, SK4 1BS, telephone: 0161 429 1062, Fax: 0161 477 0886, email: email@example.com) of your decision to cancel by a clear statement (e.g. a letter sent by post, fax or e-mail). You may also use the model cancellation form provided if you wish.
If your tyres have already been delivered, we will then make arrangements for you to return your tyres to the original fitting centre. Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your unnecessary handling of the goods - see our important information about your right to cancel and other legal rights here for full details.
How long does it take to process a refund?
We will process your refund within 2 business days. Refunds are made in the same form of payment originally used for purchase. When a refund is made to a credit or debit card it may not show up in your account straight away as the clearing banks take time to process the refund. Typically this can take up to 7 working days, but varies depending on your own bank. If you would like further clarification on the timescales involved, please contact your card issuer.
What payment methods do you accept?
We accept payment using most of the major debit and credit card providers including Visa, MasterCard, Maestro and Visa Electron. We also accept PayPal.
I've paid for my tyres, but received no e-mail confirmation?
Some e-mail service providers have very aggressive anti-spam settings and occasionally our confirmation e-mails are affected. We suggest you first check you spam filter and if it isn't there, then please contact customer services on 0161 429 1066 and we will re-send a copy of your confirmation to you.
Is the site payment safe to use?
This site uses the latest encryption techniques provided by Thawte, part of VeriSign Inc.(www.verisign.co.uk). VeriSign is the SSL Certificate provider of choice for over 93% of the Fortune 500 and the world's 40 largest banks, businesses that know the most about Internet security. They trust VeriSign because of their encryption technology and rigorous business authentication practices. The National web site is fully secured with VeriSign SSL Certificates and displays the VeriSign Secured Seal, so you know that your transactions are secure and that we are who we say we are.
Do you retain any of my personal information?
All payment information is transacted through a secure SSL certificate and we do not have access to this information nor do we attempt to store it any way.
At the fitting branch
What information do I need to take with me?
Please take a copy of your confirmation e-mail. If this isn't possible, then the order number will suffice. The branch will have received the details of your order and your tyres will be waiting for you. Occasionally we may ask you take some additional photo ID with you, this is simply a precaution to protect you from online fraud. We will notify you of this within your e-mail.
Are your staff fully trained?
All our technicians are fully trained to City and Guilds standards.
What if I need additional work i.e. a tracking when I get my tyres fitted?
Simply speak to the branch manager and they will provide a quotation. We will not carry out any additional work until you give us your consent.
Are my tyres fully guaranteed?
All our tyres are fully guaranteed against manufacturing defects for the legal lifetime of the tyre (i.e. down to 1.6mm) regardless of mileage. Additionally, we also guarantee the fitting of your tyres by your chosen fitting centre, so you can have complete peace of mind.
National also offers an accidental damage lifetime guarantee which provides additional peace of mind should you suffer a puncture of accidental impact damage. Details can be found here.
How do I contact you?
You can write to us at firstname.lastname@example.org or call our customer services team on 0161 429 1066.
What is your complaints process?
Every complaint represents an opportunity for us to improve our service. That's why we treat them very seriously. We endeavour to resolve complaints as quickly as we can but in some circumstances that is not always possible. If you would like to bring something to our attention, our complaints process is as follows;
- Complaints should be submitted in writing by email to email@example.com, by post to Regent House, Heaton Lane, Stockport, Cheshire, SK4 1BS or via telephoning our Customer Complaints team on 01614291002.
- If you provide an email address an email acknowledgement will be sent to you shortly thereafter.
- Your complaint will be examined within 2 working days.
- Our Customer Complaint Team will try and resolve your complaint in the first instance however this may be escalated to Operational Management for further review.
- We may require additional information in order to resolve your complaint and we will contact you by e-mail or telephone if this is the case.
- We aim to have all complaints resolved within 5 working days.
- If we are unable to resolve your complaint, it will be escalated to a Director of National Tyre Service Limited for a final decision.
- If this is still unsatisfactory to you, you have the right to raise your complaint with your local Trading Standards Office or your local Citizens' Advice Bureau (www.adviceguide.org.uk).