General FAQ
About Us
Why are we so cheap?
We work closely with the manufacturers directly to cut out the middlemen in order to push down our prices.
Your products are cheaper than anywhere else! Are your products brand new?
Unless otherwise indicated, the products we sell are all brand new, and are shipped out in factory sealed boxes. All brand new products come with a minimum 12 month manufacturer’s warranty. We do also sell some ‘open box’ products which are usually customer returned products where the security seal on the box has been opened, but the laptop has been unused. If you would like to purchase an open box product you have seen on the website, please contact our sales team on 0121 20 200 20 for more information regarding the exact nature of the open box.
Order Issues
‘Await Payment’ status
Your card issuer (bank/credit card company) have declined payment on your recent order. This is usually due to security checks being carried out on the transaction. Please contact your card issuer to resolve this issue, and then login to “your account” and then click on “your orders”, go into your order and click the “pay outstanding button”, and re-enter your payment details.
‘Security Stop’ status
This is usually caused by a number of various factors. This will also stop your order from being shipped, Please contact our sales team as soon as possible to get the issue rectified.
Please note, orders with Await Payment or Security Stop statuses are automatically deleted and/or refunded if necessary within 72hours of placing your order.
Duplicate Invoices
If you would like a duplicate copy of one, or all of your invoices, you can now download them as a PDF document directly from our website. In order to do this, you would need to login to your online account on our website, and then go to the ‘My Account’ section. From the account page, you would need to click the ‘my invoices’ button which will show you a list of available invoices that you can select to view and download. Please note, in order to open the PDF documents, you would need to download Adobe Reader which is free of charge.
Shipment Issues
Do you ship outside of the United Kingdom?
No, unfortunately we only ship to the UK, Ireland and the Channel Islands.
When can I expect my order to arrive?
If you order before 4pm on a working day, you can expect your order to arrive the following working day. If you order after 4pm or on the weekend, your order will be shipped out the next working day, and will be delivered the day after.
If any issues arise whereby your order might be delayed, we will contact you to let you know when your order will be shipped and when you can expect it. These issues can include services such as memory upgrades, EQUIP checks, and could also be attributed to stock issues.
Can I track my orders once they have been shipped?
We send the vast majority of our orders out via courier so you can usually track your parcels directly from our website. In order to do this, please login with the credentials you initially supplied, and then head to the account section, on the following page, please click on the ‘your invoices’ button. You will then be able to see full invoices for your purchase(s), and you can also press the ‘track’ link, which will take you to the consignment tracking page.
Which courier is used for sending parcels?
In the vast majority of cases, we use a courier called ‘DPD’. Should you need to contact them regarding any delivery enquiries, please contact them by phone on 08459 300100, or by visiting www.dpd.co.uk.
Why can’t I track my order?
Under certain conditions, you will not be able to track your parcel, in these instances, please allow until 5.30PM on the date for due delivery – usually the next working day from placing the order– if your delivery has still not arrived when expected, please contact us.
Returns/Technical Enquiries
I have not received part of my order, where is it?
If you are missing part of your order please contact our sales team who will be able to assist you.
I have an unwanted item, can I return it?
If you have ordered an item by mistake, or find that you no longer require an item, please contact our sales team who will be able to provide you with a return number and the address to send the item(s) back to. Once items are received, they will be checked over and if found to be in satisfactory condition, we will provide you with a refund for the item.
Please note, all items returned would need to be exactly in their original condition including unopened packaging and any other accessories they may have come with.
What should I do if I suspect my product is faulty?
Before we can authorise a return, you would be required to contact the specialist technical helpline team on the numbers below. Please provide them with detailed descriptions of the issues you are experiencing, along with details of any error messages you have come across. They can then diagnose the problem, and can then either provide you with information to resolve the issue over the phone, or will provide you with a reference number for you to pass to ourselves.
What happens next?
If the technical team believe your item to have a fault within 7 days, they will ask you to contact us and will usually provide you with a reference number. Once we have this, we will provide you with a return number, and then arrange to collect the item from an address you specify.
We will then bring it back into our testing center where it will be assessed by our qualified engineers for faults. Should a fault be found, we are happy to provide you with a full refund or a brand new replacement.
If a fault is not found, you will be liable to shipping charges and the unit will be returned to you via courier.
What if my unit is over 7 days old?
If your unit is over 7 days old from the date of purchase until the date you register the fault with the manufacturer, you will need to contact the relevant manufacturer at the number below:
They will arrange to bring your unit into one of their service centers where it will be assessed, repaired, and then sent back to you. If your product features a ‘collect & return’ warranty, there will be no charges associated with this procedure.