Freqently Asked Questions
Frequently Asked Questions
Here are a few of our more commonly asked questions:
Q: I don't have a Paypal account. Can I still pay you by credit or debit card?
A: Yes, you can pay as a guest using Paypal without creating an account. Simply choose to pay by Paypal, choose to pay as a guest and you can enter your card details during checkout.
Q: Does my delivery need a signature?
A: Items sent by Royal Mail parcel post (all items up to 2kg in weight as a rule) will not need a signature and will be delivered by your postman. Any item or combination of items over 2kg in weight will be sent via a courier service and will need a signature. You will receive an email on disatch with all tracking information which should be checked to ensure delivery of your item. At certain times couriers will leave with a neighbour but this is at their discretion. If you do not receive the item after 5 days of dispatch please contact us as there will more likely than not be a problem in either locating your property or other reasons. If no contact is made to either the courier or ourselves within 5 days of dispatch then the item may be returned to us. Your order will then be cancelled and you will be refunded the purchase price less all delivery charges and return postage costs.
Q: How do I sign for the item?
A: Maybe the most important question of all. Most couriers will not allow you the time to check fully your items for damage. For this reason please sign your name as usual when asked and underneath your signature write 'possibly damaged'. This will cover yourself in the event that your item arrives damaged by the courier in any way. This is most important as if you sign with just your signature then it is a legal document stating you accept the parcel in perfect condition. If you then proceed to open your parcel and find it damaged we cannot claim from the courier and it may affect our ability to replace your item or damaged parts. As long as you add 'possibly damaged' when signing we can guarantee to replace any parts that are damaged at no cost to yourself.
Q: My item has arrived damaged. What do I need to do next?
A: First of all apologies as we do try to pack items as well as we can to avoid such things happening. If your item arrives damaged then you will need to send us an email within 14 days of delivery (if possible within 36 hours for us to claim for any courier damage) via ebay questions and our claims team will respond within 48hrs. Within this email please add all your contact details, how you signed for the item, photos of the damage to the item and external packaging if necessary and details of the part numbers damaged. If, after checks on your signature you have signed as we mention above we will replace all damaged parts. We do list upwards of 2,000 items so do not always stock spares of every part so while we try to instantly replace parts within 2 days it can take up to 28 days for us to order certain parts for you.
Q: I do not want you to replace the faulty parts and I want a refund. Is this possible?
A: We do have a company policy to replace rather than refund but as of the distance selling regulations act you are welcome to return the item. As you have refused our offer of replacement parts you will however be responsible for the cost of returning the item to us.
Q: The item is fine but just not for me. How can I return it?
You will need to contact us via ebay questions for an RET number. Once we have emailed you this number please add RET followed by the number on top of our address and send the item back to us. Your item must be returned to us within 7 days after the date you received the item. This RET number will ensure that your return is linked to you account faster and will speed up your refund. You will need to return the item with the original packaging and in a re-sellable condition, at your own cost and will receive a refund of the purchase price of the item. Please note we cannot accept returns of assembled or modified items. Please note you are unable to return any items purchased through an auction sale.
Q: I'm not really happy with the service I am receiving. Who do I complain to?
A: We are sorry to hear that. We always try to ensure you get the best customer care possible and really want you to have a fulfilling experience shopping with us. Any concerns you have please email sales via ebay and we will endeavour to make right any wrongs we may have done. We do ask all customers to email us before leaving negative feedback as most negative comments are something that could have been resolved quite easily with communication, A good sign that we have faith in our products is that we always leave positive feedback to the customer he moment you make purchase. We do not wait until the customer gives us feedback before leaving our own as that is not the correct way of doing things.
Many thanks for taking the time to read this and Happy Shopping!