Frequently asked questions


Product questions

Why are the oils in ATO24 significantly cheaper than in workshops?

Due to large order and sales quantities, we buy the products at good prices. We would like to pass this price advantage on to our customers and therefore offer our products at lower prices than in the workshop.

My desired item is sold out. What can I do? Is there an alternative product?

We constantly keep an eye on our stock. Even before an article is sold out, we take care of the reordering. Since some articles have to be imported, we cannot name a flat-rate waiting period until an article will be in stock again.


As our range of products is constantly changing, it is unfortunately possible that we will no longer offer products in the future. However, there is a very good chance that we will be able to offer you an alternative product in this case. We will gladly advise you!


You can reach us by telephone (+49 5203 290) or via our contact form.

What do I do if I do not know which oil filter or oil is suitable for my vehicle?

To find the right oil for your vehicle, you can easily use the oil finder, which we have linked for you here www.ato24.de/Oilfinder. Alco offers a finder for the right oil filter: ALCO Oifilterfinder.


If you should not find a suitable product, we will gladly help you by telephone (+49 5203 290) or via E-mail (service@ato24.de). Please have either the key number (fields 2.1 and 2.2 of the vehicle registration document) or the information on the vehicle model, engine and year of manufacture ready.


Alternatively you can also send us the data via our contact form. We will contact you as soon as possible!



Payment questions


What payment options do I have?

The following payment options are available in our shop:


  • Payment by PayPal (realized with PayPal Plus)
  • Payment by credit card (realized with PayPal Plus)
  • Purchase on account (realized with PayPal Plus)
  • Payment by PayPal Express
  • Payment in advance
Can I pay on account?

Yes, the purchase on account is possible in our shop. The payment method is offered by PayPal Plus as payment service provider.

To which account do I have to transfer the purchase amount with "Purchase on account"?

Here we ask you to pay very careful attention to the correct bank account. If you want to pay by "purchase on account" in our shop, the account to which payment is made will be provided by PayPal. Accordingly, PayPal is the account holder and has its own account data.


The intended purpose is always stated on the invoice. Please accept this 1 to 1.


Please refrain from transferring the invoice amount to ATO24's account.

To which account do I have to transfer the purchase amount with "Prepayment"?

Please transfer the purchase amount with "prepayment" to the following account:


Account holder: ATO24 GmbH

Account number: 760617100

BANK CODE: 48040035

Bank name: Commerzbank AG, Bielefeld

IBAN: DE74 4804 0035 0760 6171 00

BIC: COBADEFFXXX


Please use the order number as purpose of use, so that a problem-free process is guaranteed.



Delivery and shipping


How fast will the goods be shipped?

From Monday to Friday we pack orders daily and hand them over to our shipping service provider on the same day (subject to exceptions). If you place your order at the weekend or on a public holiday, your order will be packed and shipped the next working day.


As soon as DHL has picked up your package, you will receive a separate e-mail with the shipment number and a link to the shipment tracking system.

When will my goods arrive?

According to our DHL statistics for the delivery of parcels within Germany, about 90% of all parcels are already delivered the next working day after dispatch.


For further information we refer to our payment and shipping conditions: Payment and shipping


Please note that there is normally no delivery on Sundays and public holidays.


If you have ordered articles with different delivery times, we will send the goods in one joint shipment, unless we have made different agreements with you. In this case the delivery time is determined by the article with the longest delivery time.

What countries do you ship to?

We ship our goods throughout Europe (with exceptions):


Belgium, Bulgaria, Denmark (except Faroe Islands & Greenland), Estonia, Finland (except Aland Islands), France (except overseas territories), Greece (except Mount Athos), Great Britain (except Channel Islands), Ireland, Italy (except Livigno and Campione d'Italia), Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands (except non-European territories), Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain (except Canary Islands, Ceuta and Melilla), Czech Republic, Cyprus (except northern part)


You can find further information on our "Payment and Shipping" page

What are my shipping costs?

Within Germany the shipping costs are 4,95 €. From an order value of 40,95 € the delivery is free of charge.


For the list of shipping costs to other European countries, we want to refer to our page payment and shipping. Here the shipping costs for all offered destination countries are clearly shown.


From an order value of 200€ the delivery to other European countries is free of charge.

With which parcel service will my order be shipped?

All orders that can be sent as a parcel are shipped exclusively with DHL.


For orders of large quantities or barrels, delivery is made by forwarding agents. A delivery of barrels (60 & 208 litres) is only possible in Germany!

How can I have my order delivered to a Packstation or parcel shop?

Place your purchase comfortably in the shopping cart and proceed to the checkout. There you have the possibility to enter the necessary data for shipping to a packing station.


Please note that we require both your Post ID and the Packstation number for shipment to a Packstation. If data is missing, we cannot realize the dispatch.



Contact


Which contact possibilities do I have?

You can reach us by telephone, by mail or via our contact form.


Phone: +49 5203 290


E-Mail: service@ato24.de


Contact form


Our telephone customer service is available at the following times: Monday to Friday: 09:00 - 17:00



Exchange/Return


How do I return something if I do not need the product?

If, within your cancellation period, you wish to return the product to us, please first fill in our cancellation form and send it by e-mail to service@ato24.de zu.


Cancellation form:


To ATO24 AutoTeileOnline GmbH, Ziegelstraße 3, 33824 Werther, :

- I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)

- Ordered on (*)/ received on (*)

- Name of the coustumer(s)

- Address of the consumer(s)

- Signature of the consumer(s) (only for paper notification)

- Date

(*) Delete as applicable.


After the delivery of the completed form we will confirm the revocation. Afterwards please send the goods back to the following address:


ATO24 AutoTeileOnline GmbH

Ziegelstr. 3

33824 Werther

Germany


Unfortunately we cannot offer you a return voucher for a cancelled order. Please note that the offer of a free return always affects the price calculation. Instead, we would like to offer you permanently low prices!

When will I get my money back?

As soon as we have received the goods, we will credit you the corresponding value. If you have purchased by prepayment, we also ask you to provide us with the bank details of the account to which the refund is to be made.

Do I have to pay for the return shipment?

If an incorrect or damaged item was sent to you, we will of course pay the return costs. Please contact our customer service (service@ato24.de), so we can send you a return label.


If you have ordered the wrong or too many items, you will have to bear the costs of the return shipment (please see our cancellation policy for further details). Please note that the offer of a free return shipment always affects the price calculation. Instead, we would rather offer you permanently low prices!



Order


How can I cancel my order directly after the purchase?

Simply send us an e-mail as soon as possible (service@ato24.de) or call us +49 5203 290. We will then immediately cancel your order.


If the goods have already been dispatched, we no longer have the possibility to cancel the order immediately. You must refuse to accept the parcel upon delivery and at the same time declare your revocation (for further details please see our revocation policy). We will then credit you with the total amount.

I have completed my order, but would like to add an item.

No problem. You can call us (+49 5203 290) and we add the article to your order or you order the article separately and inform us immediately by e-mail (service@ato24.de) so we can ship everything together as one package.


If the parcel has already left our premises, we can no longer combine the goods under one order. In this case, a new order must be placed with the required goods. Forwarding expenses result therefore under circumstances again.

I have completed my order, but would like to remove items.

No problem. You can call us (+49 5203 290) or contact by mail (service@ato24.de) and we will remove the item from your order. We will then credit you for the value of the removed product.


If the package has already left our house, we can of course no longer take the goods from the package.


You have the option to cancel your order for the item in question and return the goods to us or to refuse to accept the entire shipment upon delivery. As soon as the goods are back in our house, we will credit you the total amount.



Self-collector


Can I also pick up products myself?

During our opening hours (Mo.-Fr.: 09:00-17:00 o'clock) you can of course pick up and pay for the desired products yourself at the following address:


ATO24 AutoTeileOnline GmbH

Ziegelstr. 3

33824 Werther

Germany


Payment is made exclusively in cash or by EC card.


In order to facilitate the process of self-collection for you and us, we ask you to inform us of your order in advance by telephone. This will enable us to pick the products in advance and they will be ready for collection as soon as you arrive for collection.



Disposal


How or where can I dispose of used oil?

You can have your waste oil disposed of by us. This applies to quantities in which you have purchased fresh oil from us. Send the waste oil correctly declared and packed directly to us or bring it personally during the given opening hours (Mon-Fri: 09:00-17:00).


Further information on waste oil disposal and alternative disposal options can be found here:


Information on waste oil management


Blog article on waste oil disposal (German)