Orders & Payment
We automatically send an order confirmation email out with every successfully completed order. Please check your email inbox and junk mail folders. If you are still unable to find the order confirmation, please email us at orders@terraintyres.co.uk requesting a copy and we will re-send this over for you.
When you successfully place an order on our website, you will automatically be sent an order confirmation email that has a VAT invoice attached. Please ensure you have provided the correct email address when ordering. If you are unable to find the VAT invoice in your inbox or junk email folders, you can use our invoice request form to get a copy.
We use one of the most secure online payment systems available. This often requires a secondary form of authentication such as a one-time password or security prompt from your bank. As we are unable to ask for these details, taking payments over the phone has become more difficult. As a result we would always suggest trying to check-out via the website first and if you are having difficulties paying for your order online, please contact us and we will try and assist where possible.
We accept all major credit and debit cards including VISA, Mastercard and American Express. We also accept both Google and Apple pay platforms. If you do not wish to pay by card, you can opt to pay by bank transfer online. For Bank Transfers, please send total payment to the bank account details as shown on your receipt / invoice and use the invoice number as the reference.
We have a cut-off time of 2pm for order to be shipped the same day. In certain circumstances orders placed before this may still not be shipped and so the cut-off time should be treated only as a guide.
When an order has been completed successfully, you will be notified on screen - "Purchase Completed Successfully" and you will be sent an order confirmation email. If you haven't seen this or received an order confirmation email, it is likely that the order hasn't completed properly. Please ensure you have accepted the functional cookies at the bottom of the website page and allowed popups as the bank security checks often use a popup window. You should then be able to try and complete the payment process again.
In most cases we are unable to change or cancel orders if they have already been shipped out. If you need to change or cancel an order, please contact us as soon as possible and we will do what we can to help.
If you have ordered the wrong item, please contact us as soon as possible. If the items haven’t been sent out, we may be able to correct the order. If items have been sent already, please complete our returns form to send them back to us for a refund.
Paying online is actually the safest way to pay. We use one of the highest levels of website security and all payments are processed by one of the largest payment processors in the world. We take payment security very seriously in order to protect our customers data and keep your details and money safe.
From time to time we do offer discount codes but as we are constantly monitoring our product ranges and prices, we try and just focus on offering the very best price up front. This ensures everyone gets the benefit and everyone gets the best price.
We do not have the facility available for customer collections at this time. As different stock is stored in different warehouses all orders are all shipped out via courier.
We do have to charge VAT on all orders for disabled customers. Following the HMRC guidance, only products that have been specifically designed for disability use can apply for the VAT exemption. Even though some of our products are suitable for disabled use, they haven’t been specifically designed to do so. You can view more details on this on the HMRC website.
Product Help
We try to put pictures that are as accurate as possible on the website. As some products have multiple sizes, the picture displayed may be for a different size and so there may be variations from the image shown. Images should be used as a guide and variations from the exact image are possible.
The size of your tyre should be marked on the side wall of your existing tyre. Some older or heavily used tyres may have this information rubbed off on the outside tyre wall. Try looking on the other side of the tyre, as this may have not been exposed to the elements as much or been rubbed off as easily. Find out more about the markings on your sidewall here.
Unfortunately, we do not currently sell any wheels, rims, hubs or tyre valves. We suggest contacting the vehicle or machinery manufacturer for replacements to ensure a precise fitment.
We certainly do! You can find inner tubes listed in most of the tyre size searches. You can also find all of the inner tubes that we sell in the Inner Tubes Section of the website.
Although it may be possible to fit some tyres yourself, we would always recommend using a tyre fitting professional to ensure you and the tyre do not get damaged in the process!
We try to put as much information about the products we sell online. The product title alone has a huge amount of information included. You can view the different information contained in our product titles here. We also have further details included in the product pages. If you click on any product title, it will take you through to the product page where you can view full descriptions and specifications of the products we sell. If you still can’t find your answer, please contact one of our customer services team, who will be happy to help.
We only sell new tyres at Terrain Tyres.
Before Ordering
On every product we include an estimated delivery time. This is usually 1-2 working days or 2-5 working days depending on the warehouse where the goods are located. Delivery times are based on UK Mainland postcodes and exclude Northern Scotland and Highlands and all UK Islands. Please see our delivery information for further details.
There is an option when placing your order online to deliver to a different address. Please complete your billing address details first and then select “Change” under Delivery address to specify an alternative delivery. You can find more detailed instructions on how to do this by viewing our guide.
We do not have the facility available for customer collections at this time. As different stock is stored in different warehouses all orders are all shipped out via courier.
All delivery costs for mainland UK are calculated in the shopping basket for ease. We have a flat rate charge for deliveries in a single consignment of £12 inc VAT. This applies to orders under £240.00 inc VAT. Orders over this value are usually free. Certain items incur a small additional delivery charge and there are other exemptions and special circumstances that may change this. Please view our delivery information pages for more detailed information.
We currently only deliver to England, Scotland and Wales. Unfortunately, at the current time, we are unable to ship goods to Northern Ireland, Europe or the rest of the world. If this changes, full details will be posted in our delivery information pages.
We use a variety of different couriers depending on the warehouse the order is sent from and the products included in the order. Most goods are booked out on a next working day service. This usually means that the goods are delivered the next working day if ordered before the cut-off time, but please allow an extra day when ordering just in case.
We try to be as transparent as possible with the delivery costs. Sometimes certain delivery regions or products will incur extra delivery costs and surcharges. Most of this is already set up on our website ordering platform, but if there is anything extra, we will always notify you by email prior to shipping.
As most of our goods have to be handled manually by the couriers, we do not get the options of ‘timed’ or ‘named day’ services. We do have the option to send goods to a different delivery address at checkout, so you can always send the order to an alternative address if there isn’t going to be anyone available to take the delivery.
After Ordering
Normally the courier will notify you directly about the delivery. In most cases they will inform you via email or text message. If you haven’t received any delivery details through and it has been 48 hours after placing the order, please let us know and we will request and send the full tracking details to you via email.
Although it may be possible to fit some tyres yourself, we would always recommend using a tyre fitting professional to ensure you and the tyre do not get damaged in the process!
It is an industry practice for manufacturers to compress the tyres prior to shipping. This is designed to reduce the space needed to both ship and store the goods prior to sale. This is perfectly normal and the tyres will regain their shape once fitted and used. If you are struggling you can view our guide on re-shaping compressed tyres.
Sometimes goods are stored in different warehouses and your order may have been shipped separately. If this is the case, please check your dispatch email notifications as it should show exactly what items have been included in the shipment. If only part of your order has been delivered, please use our delivery form to notify us as soon as possible and we will check the status of the order with the courier.
We do try our best to get the right goods to you first time. If you have not received the goods you ordered. Please don’t worry, just let us know and we will get it all resolved for you as quickly as possible.
We do state a delivery time on each and every product on the website. If you have gone past the period when you expected the delivery, please complete our delivery form and we raise a query with the courier for you.
Most of our couriers have a ‘One Attempt’ policy. This means that if they attempt delivery and there is nobody in to receive the order, the goods will be returned to the delivery depot. You will be left a calling card with details on how to re-arrange delivery or arrange collection of the goods from the courier depot.
In most cases we are unable to change or cancel orders if they have already been shipped out. If you need to change or cancel an order, please contact us as soon as possible and we will do what we can to help.
If you have ordered the wrong item, please contact us as soon as possible. If the items haven’t been sent out, we may be able to correct the order. If items have been sent already, please complete our returns form to send them back to us for a refund.
We fully comply with the Consumer Contracts Regulations brought out in June 14th 2014. As a result, we offer a 14 day period from receipt of the goods, to return the items.
The easiest way to request a return is via our return request form
The easiest way to send goods back is via a courier. We do include links to some courier brokers who will be able to provide quotes from most of the leading couriers to send the goods back. Please make sure you specify the correct sizes and weights to avoid any issues returning the items.
We do not operate a collection service and so we ask that all returns are sent back to us via courier. Our couriers are only contracted to collect items from our depots and 3rd party collections are not possible at this time.
We try and complete the refund process as quickly as possible for you. Once we have received goods back, our warehouse will check the goods and issue the refund notice. Once this process has been completed, it is down to the acquiring banks on how long it takes for the money to show in your account. Some are the same or next day and some take 5-7 working days. This part of the process is out of our control, but we expect most refunds to have been completed within 14 days of receiving the goods back, although often much sooner.
All refunds are processed back via the original payment method. If you paid by card, Google Pay or Apple Pay, the refund will go back onto the same card. In the case of bank transfers, we would need your bank details (Sort code, Account number and Account name) in order to do a direct transfer back into your account.
Terrain Tyres operates as a mail order only service. This means we can ship the tyres directly to you or your tyre fitter, but we don’t offer any fitting services.
Most of the independent and chain tyre fitters should be able to help you with the fitting of your tyres. It is always worth giving them a quick call to see if they can fit your tyres before making the trip!
Prices do vary for tyre fitting, depending on the difficulty, equipment needed and time taken. Please contact your chosen tyre fitter directly for accurate pricing.
Although it may be possible to fit some tyres yourself, we would always recommend using a tyre fitting professional to ensure you and the tyre do not get damaged in the process!
As a lot of small tyres come compressed by the manufacturer they can be tricky to fit. We recommend reading our re-shaping your tyres guide prior to attempting to get any tyres fitted.
We only sell new tyres at Terrain Tyres.
Paying online is actually the safest way to pay. We use one of the highest levels of website security and all payments are processed by one of the largest payment processors in the world. We take payment security very seriously in order to keep our customers data, details and money safe.
Unfortunately, our courier services are unable to deliver directly to either Northern Ireland or Scottish Islands. We can send goods to freight forwarding companies on the mainland though. You can put the address details of your freight forwarder into the delivery address field during checkout, with any required reference numbers.
The easiest and quickest way to contact us is to use any of our contact forms for your specific enquiry. This will ensure your query gets to the correct people as quickly as possible. We also have a live chat facility available where we can often guide you to the answers you need. If you still can't resolve your query, please call us and one of our advisors will assist you.
