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Frequently Asked Questions

Q:- I made an order and paid via paypal but my order has not appeared on my account?
A:- Login to your account and place another order but this time using Cheque/Mo and place a note in the comments box saying you have paid via paypal, your order will then be checked and processed.

Q:- How do i login?
A:- You can login in by clicking the 'My Account' link at the top of the page just under the tabbed menu or attempt to purchase an order at which point you will be prompted to use your login details.

Q:- How do i return an item?
A:- Login in to your account find the invoice/order number which the item was on, then click the red 'Return this product' link and follow the instructions from there.

Q:- I want a refund to my card for a returned product but i can't see this option?
A:- If you want a refund for a returned item please select the Paypal option and you will be refunded the same way you paid.

Q:- I want to return a faulty product, what do i need to put in with the package?
A:- If you are returning a product make sure the item being returned is sufficiently packed and includes a fault report.

Q:- Why do i need to include a Fault Report and what is one?
A:- This needs to be included with every faulty product that is being returned as this will be used by our technicians to replicate the fault. A fault report must include the Following information; CPU Speed, Motherboard Make/Model, PSU Make/Model, Memory Make/Size, any Peripherals that may have been connected e.g. Printer/scanner/external CD/DVD Rom/Writer or Hard drive and the actual fault of the product.

Q:- I have a Question/Query about my order, should i email or ring you?
A:- The easiest way to ask us a question is through your account; login click the order number which the question/query is about and near the bottom of the page is a comments box place your question/query in here and click the Update button, we will then reply as soon as possible to your email address on the account

Q:- I would like to cancel my order, how do i do it?
A:- Login to your account and click on the order you wish to cancel and at the bottom of the page there is an option to cancel your order, just click the button.

Q:- I have not received my order...
A:- We normally process and dispatch orders within 24 hours. This means that most products are usually delivered in 1-3 working days. Occasionally due to postal delays, particularly at times of the year when the postal service is very busy, they can take longer.
We have to allow up to 14 days before we are able to start tracing lost parcels, unfortunately we cannot do anything for you until this time has expired. Please send us an email if you do not receive your item(s) within this period so we can help to retrieve your goods. We apologise for any delay.

Q:- My delivery has not arrived by Royal Mail?
A:- The Royal Mail state that 90% of their First Class mail arrives the next day, but if yours doesn't they have the following advice:

Is it less than 4 working days since your mail should have arrived? If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no postcode, or unusual circumstances.

Is it more than 4 days since your mail should have been delivered? If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection. You can locate your local depot here

Have 14 days past since the item was posted to you? The Royal Mail will now class your item as lost and we can either send you a replacement or give you a refund. Please send us an email, to, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence. We cannot refund or replace items that the Royal Mail has lost until 14 days have passed.

Q:- When I ordered I did not receive a stock warning but now the product is out of stock?
A:- Our web site uses a realtime stock system which changes constantly throughout the day. In the rare event that two customers order the same product at the same time with only one of the product left in stock, neither customer gets a stock warning and only one customer gets the last item in stock. Your order will be placed on back order and despatched as soon as new stock arrives.

Q:- How long will I have to wait for a replacement / refund?
A:- We aim to complete most RMA's within 5-7 days, from receipt of items. The turn around time depends on each specific RMA

Q:- I have received a Courier Card for my missed delivery, what do I do with it?
A:- If you were not available to take receipt of your order at the time delivery was attempted, you will have had a Courier Card left with information regarding your order. Please follow the instructions on the card in regards to receiving your order.
Once the courier has attempted delivery, you then become responsible for either rearranging delivery of your order, or you may have to go to your local Couriers depot and collect your items.
Failure to do this within a certain time frame may mean your order is returned to us, at which point we will have to charge you again to redeliver the order.

Q:- Do you allow Collections for local customers?
A:- We will soon have a collection area for anyone wishing to collect their orders, but if you do wish to collect you must choose the option on the delivery section and your order must be collected within the specified times

Q:- I need a VAT Invoice for my order, where do I get one?
A:- 99% of the time there is one dispatched with your order, so you should receive one when you get your order but on the odd occasion an order maybe missing the invoice at which point you should contact us(If it is needed) and specify which form you would like it in, E.G. Posted, Faxed(please provide Fax number) or emailed(please provide email address)

Q:- When do you take payment for my order?
A:- We do not charge debit / credit cards until the order is ready to be shipped. All orders that are placed will only be charged when the goods are ready to be dispatched. Your order will only be processed once authorisation of your credit / debit card has been properly received.

Q:- What happens if I am unable to check the contents of my goods at point of delivery?
A:- If you are unable to check the contents of the package at time of delivery please sign for the goods as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.

Q:- I have just placed an order and i want nextday delivery, which option should i choose?
A:- If your item(s) total weight is below 2KGs please choose UK Special Delivery, but if your item(s) total weight is over 2KGs please choose City Link Next Day.

Q:- I have just placed an order and i want delivering to an alternative address, do you allow this?
A:- We do, after your first order has been sent to your card address and at this point you can ship to any address you want.

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