Q: Can I ask for help or assistance?
A: Yes! You may find it useful to use the LiveChat system within the website to contact an advisor; you will then be able to have any questions answered in real time. Click the LiveChat button on the right hand side of the page.
Alternatively our customer service staff will also be pleased to assist via the telephone or by responding to an email regarding our products, help with issues regarding the website or any other matter. Please either telephone or email email@example.com with your questions.
Q: How secure is it buying from your website?
A: Our website uses SSL encryption to prevent unauthorised access to information. When you enter your card/personal details they are automatically secured within our systems. In plain English this means that the system is designed to prevent any one accessing this information. Our system uses SSL (Secure Socket Layer) security; you should find that all online web companies use this system. A small padlock appears when the website you are accessing has this facility.
Q: What if I don’t like the item when it arrives?
A: As well as your statutory rights whereby you can return any item for any reason as long as we are informed In Writing (By post, email or fax) within seven days of receipt.
We also offer a 14 DAY NO QUIBBLE guarantee; please see the home page for details.
Q: Will I get any confirmation when I place an order?
A: Once your order is placed online and is on our system, an email is generated and sent giving you the order details including the order number.
Q: Do you release any Information about customers to any one else?
A: As a commitment to our customers we ensure that your details are kept secure. We will only discuss any order details with the person who placed the order, after confirming the personal details are correct. We do not .pass on any details to any other companies or persons.
Orders placed before 4.00 pm on a working day will be processed that day and will be delivered as per the invoice address. (A working day is any day other than weekends, bank or other public holidays)
Our couriers can deliver to a residential address at any time from 7.30am up to 5.30pm each working day.
Q: Can you ship my order to any other address?
A. When you place your order with us, this requires to be shipped to your credit/debit card billing address, i.e. the address the card issuer has on record. Should you need to use a different address, please contact Customer Services to explain the situation, they will then advise as to what can be done to assist you.
Q: Can I ask for a specific Delivery Time?
A: Unfortunately at this moment we can not offer a timed delivery service on any orders placed.
Q: What do I do if my consignment arrives damaged?
A: Always check every order carefully for any damaged or open packaging. If any of the boxes are damaged or appear to have been opened, sign the courier delivery sheet stating how many boxes arrived and what sort of damage there is. If you fail to sign as receiving a damaged consignment, we may not be able to replace any missing or damaged goods, as we would be unable to claim the costs back from the courier.
Q: How soon do I need to let you know about damaged/incorrect/missing items?
A: You must let us know within 48 hours of the delivery that there is a problem with your delivery. Any issues over damaged/incorrect/missing items need to be investigated with the courier at the earliest opportunity so that any potential future claims can be made.
Q: What happens if my order does not arrive?
A: We can not accept liability for any items not delivered if we are not informed within five days of the expected delivery date.
Q: What do I do if items are missing from the delivery?
A: You must always compare your Invoice / Delivery note with the actual goods when you receive them. If any items appear to be missing, contact our Dispatch Department firstname.lastname@example.org the same day to notify them of the situation. An investigation will be launched and a reply will be sent to you to notify you of the situation.
Q: How much carriage do I pay if I buy more than one item?
A: You would only pay a single standard carriage charge for orders containing more than one item, as long as it does not exceed the courier’s criteria regarding the weight and size of each consignment.
Q: How do I return a faulty product?
A: In the event of a technical issue or you wish to return a faulty product please email us in the first instance stating full details of fault/reason for return, name, address, date of purchase and order number. Email email@example.com , outlining the problem.
Q: How long does it take to action a returned product?
A: We attempt to have all returned products replaced or refunded within five working days. However this time may increase due to circumstances beyond our control.
Q: Items Becoming Faulty within the Warranty Period
A: Should your purchase become faulty after the initial 30 day period from receipt, but within the warranty period, you are entitled to either have the item repaired or at our discretion replaced.
Q: What happens if I forget to put the RMA number on the parcel?
A: If we receive a parcel and there is no RMA (Returns Merchandise Authorisation) number written on the outside, this may delay any appropriate action on our part.
However as long as the correct paperwork is enclosed within the parcel we do endeavour to keep within our timescale for returning the item, although this is not always possible and it may take slightly longer to have your situation resolved.
Q: The item I have received is incorrect, who should I contact?
A: Although this is an infrequent occurrence, it does sometimes occur that the initial item dispatched is incorrect. Should the item you receive be incorrect you should contact Customer Services to inform them of the situation as soon as possible after receipt. Arrangements will then be made to dispatch the correct item and collect the incorrect product from you. We endeavour to arrange this at a convenient time to you, although due to the courier criteria this is not always possible.