Frequently Asked Questions

Short answers to the questions we actually get asked. If yours is not here, write to us and we will answer it, then probably add it to this page.

Finding the right part

How do I find the part I need?

Search by the OE number if you have it. That is the manufacturer's own number for the part and it is the only search term that cannot be misread. If you do not have the number, use the vehicle finder to narrow down by make, model and year, then work through the category the part belongs to. Photographs on the listing let you compare shape and mounting points against what came off the vehicle. If you are still unsure, send us a photo and we will identify it for you.

The part I need is not on the site. Can you get it?

Probably. The catalogue we can source from is considerably deeper than the part of it that carries a price today, and parts move into the priced section as suppliers are matched to them. A part with no price is not a part we cannot get, it is one we have not priced yet. Send us the OE number, or a photo and your vehicle details, through the quote form. We come back with a price and a lead time within 24 hours, usually sooner.

I only have the old part, no number and no paperwork. What now?

Photograph it. Take one picture of the whole part and one close enough to read any numbers, letters or moulded markings on it. Then tell us the make, model, year and, if you know it, the trim. Say where the part sits on the vehicle, front or rear, left or right. Send that to us and we will work it out with you.

OE numbers and fitment

What is an OE number?

OE stands for original equipment. It is the number the vehicle manufacturer assigns to a specific part, and it is printed, stamped or moulded on the part itself in most cases. Two parts that look almost identical will carry different OE numbers if they differ in any way that matters, which is exactly why we match on the number rather than on a description. Our whole catalogue is built around it. If you know the number, you are most of the way to the right part.

Where do I find the OE number on my vehicle?

Look at the part itself first. Numbers are usually on a flat face, a label, or moulded into plastic housings, sometimes under dirt that needs a wipe. Your vehicle's parts documentation carries them too. A workshop that has worked on the vehicle can normally read the number off their system for you. If you cannot get at the part without dismantling something, do not force it: photograph what you can see and let us identify it instead.

Two different OE numbers came back for my vehicle. Which one is right?

That usually means the manufacturer changed the part partway through production, or the vehicle was built in more than one specification. The number on the part you are removing is what settles it. Read it off the old part, or photograph the label if the characters are hard to make out, and send it to us with both candidate numbers. We cannot resolve a vehicle identification number to a build, so if the old part is unreadable or already gone, a franchised dealer parts desk is the route that works: they can read the number off your VIN in minutes. Fitting the wrong one of a supersession pair is one of the more expensive mistakes in parts buying, and it takes us a few minutes to prevent.

Does the listing tell me if a part fits my vehicle?

Each listing carries a fitment table showing the vehicles the part is recorded as fitting, and the vehicle finder filters the catalogue down to your vehicle. Treat that as a strong indicator rather than a guarantee against every variant and market build. The OE number stamped on your old part is always the final word. If the fitment table and the number on your part disagree, stop and ask us before ordering.

What if the part I receive does not fit?

Tell us before it goes anywhere near the vehicle, and do not fit it. If we sent the wrong part, that is our error and we cover the return and the correction at our cost. If the part matches the number you ordered but the number was not the right one for your vehicle, it falls under the ordinary return route, which still gives you 30 days. Either way, contact us first so we can log it and send the return instructions.

Ordering and payment

How do I place an order?

Priced parts have an add-to-cart button and check out in the normal way. Parts without a price go through the quote route instead: you send us the number or a photo, we send back a price and a lead time, and you decide from there. You do not need an account to buy, though having one keeps your order history and addresses in one place for next time.

What payment methods do you accept?

The payment methods available to you are shown at checkout, and they depend on your country. Payment is taken when the order is placed, and we start preparing your part for dispatch as soon as the order is confirmed. Your order confirmation email is your receipt. If you need an invoice in a particular format for a business, ask us and we will send one.

Can I change or cancel an order after placing it?

Contact us as soon as you can. Before the parcel is dispatched we can usually change the address, swap a part or cancel it outright with a full refund. Once it has left the dispatch point it has to run its course, and it then falls under the ordinary return and withdrawal rights instead, which still protect you. The deciding factor is dispatch, so speed matters more than anything else here.

Delivery and lead times

Where do you ship from, and where do you ship to?

We are not a single warehouse. Orders are dispatched from several locations across mainland China, Hong Kong and the wider Asian region, through our own dispatch points and through a network of supply and fulfilment partners. A part is dispatched from whichever point in that network has the OE number you ordered in stock, which is the reason the catalogue reaches far deeper than a single warehouse could carry.

One consequence worth knowing: an order with several parts can travel in more than one consignment, from more than one origin. That costs you nothing extra, each consignment has its own tracking, and they can arrive on different days. Where we deliver, what it costs and the service level are all shown at checkout for your address. Some countries restrict particular goods, and where that applies to a part you are buying the checkout tells you before you confirm. If your country does not appear at checkout and you think it should, ask us and we will check the lane.

How long will my order take?

Two periods make up the total: the time to take the part from stock, check it and pack it, and the transit time to your country. Transit varies a great deal by origin, part size, destination, carrier and season, and above all by customs, which is why the estimate is given on the product page and at checkout for the part and address you are actually buying rather than as one table for the whole world. Larger parts take longer at both ends. Your dispatch email carries the tracking number and the carrier link. If an order will exceed the estimate you were given, we write to you rather than letting you find out from the tracking page.

My tracking has not updated in days. Is something wrong?

Usually not. International freight produces long gaps between scans, particularly during the air leg and during import processing, and a few days of silence is normal. If nothing has moved for more than about a week with no explanation on the carrier's page, send us your order number and we will open a trace with the carrier. Our tracking page explains what each carrier status actually means in practice.

Customs and import charges

Will I have to pay import duty or VAT?

The checkout shows the delivery cost and any import charges that apply to your destination before you confirm the order, so you can see the total in advance. Rules differ by country, and for some destinations charges are collected on arrival by the carrier instead. Where that is the case, the checkout says so for that country. We do not make a blanket promise that every parcel to every country arrives with nothing left to pay, because that would not be true.

The carrier is asking me for a payment I did not expect. What do I do?

Do not pay it without checking. Send us the notice, a photograph is fine, along with your order number. We will compare it against the customs declaration that went with your parcel and tell you whether it is correct. Occasionally a parcel is misclassified in transit, and that is fixable. If the charge is correct and was disclosed at checkout, we will show you where.

My parcel is stuck in customs. Can you release it?

An import hold is a normal step and most clear within a few days. Every parcel leaves us with a complete declaration, the commodity code and a correct value, which is the part we control. What we cannot do is instruct another country's customs authority. Some authorities contact the recipient directly for an identity number, a tax number or a copy of the invoice, and a parcel waiting on that reply is the most common cause of a long hold. Answer promptly and tell us it happened.

Returns

What is your returns policy?

Two routes, side by side. Consumers in the EU, EEA and UK have a statutory 14-day right of withdrawal, which needs no reason. You may handle the part as you would in a shop; if you handle it beyond that, we deduct the loss in value. In addition, every buyer, consumer or business, gets our voluntary 30-day return, counted from delivery, for parts that are unused, unfitted and complete in their original packaging. Refunds go back to the original payment method within five days of the part reaching us. The full detail, including the conditions and the return address, is on the returns page.

Who pays the return postage?

If you have changed your mind, you do. We confirm the exact cost with your return reference, before you send anything. If the fault or the error is ours, we pay: a wrong part sent, a defective part, or damage in transit. Contact us before returning anything so we can issue instructions and, where we are covering it, arrange the return. A part sent back without telling us first is much harder for us to match to your order.

How quickly do I get my money back?

We refund to the original payment method within five days of the returned part arriving with us. That is faster than the law requires and it is deliberate. Your bank or card issuer then takes its own few days to show the money in your account, which is outside our control. If a refund has not appeared a week after we confirmed it, come back to us with your order number and we will send you the transaction reference to give your bank.

Warranty and quality

What warranty do I get?

24-month warranty, 30-day returns. The cover has two layers. First, your statutory rights: at least two years of conformity rights under EU law, and longer in several countries, which are unwaivable and carry no conditions from us. Second, the voluntary EVParto guarantee, which sits on top and has its own terms. The guarantee covers the part itself against manufacturing defects. Quality and warranty explains both layers in plain words, and the formal terms are on the warranty page.

What is the difference between Original / Genuine and Aftermarket?

Original or Genuine parts come through the same supply chain that serves franchised dealers and carry the vehicle manufacturer's own specification. Aftermarket parts are made by independent manufacturers to fit the same application, and they are a legitimate choice that many workshops make every day. Both are matched to your vehicle on the OE number and both carry the same cover from us. Where both exist for a part, the listing shows the tier so you can choose. How we source goes into more detail.

Does the warranty cover fitting costs?

No. The guarantee covers the part itself. Labour, fitting and removal costs, workshop invoices and any knock-on loss are outside it, which is normal for parts sold on their own rather than fitted by us. Your statutory rights are separate and are not narrowed by anything we say. The guarantee does not require workshop fitting, but it does require that the part was fitted correctly. If a workshop fitted it, keep the invoice: it helps a claim.

About us

Who is EVParto?

EVParto is a brand of DW-Export and trades as EVParto (A DW-Export Brand). The legal entity is Dragon Wagon Export Limited, based in Hong Kong, company number 79920083 (Companies Registry, Hong Kong), also its Business Registration Number, and full details are in our Legal Notice. What we do is match replacement parts to vehicles on the manufacturer's own number and ship them internationally with the charges settled up front. About EVParto explains how the catalogue is built and why the number matters so much.

Which vehicles do you cover?

Coverage today spans BYD, Denza, Fangchengbao and Yangwang, and the list grows as we price further marques. Coverage means the vehicles we can currently supply parts for, not the limit of what the business is. If your vehicle is not covered yet and you have an OE number, send it anyway through the quote form. Demand tells us which marques to price next, so asking genuinely does move things along.