Parts missing from order received today* or incorrect or faulty
* Do not delay in reporting a problem as delays can greatly reduce the chance of a satisfactory outcome.
Please read these notes carefully. They don't cover every eventuality but they might cover yours.
- You want to report an item FAULTY, INCORRECT or MISSING from your order.
(If your message refers to an EBOOK or does NOT relate to a FAULTY, INCORRECT or MISSING item that you ordered from us, you are reading the wrong page. Please go back and select the correct category.)
Please DO NOT DELAY in telling us. Tracking an order is normally easy on the day it should have arrived. The more days you wait before reporting a problem, the longer it may take to find out what happened to your order!
We act as factors to arrange shipping from a number of trade warehouses direct to your door. It is usually not easy or possible to get the warehouses to ship the goods to us then for us to forward them to you. This would certainly incur delays and additional costs. Consequently your order (if for more than one item) will often arrive in more than one deliveries.
SOMETHING MISSING?
Please check the accompanying paperwork for a note like "to follow".
If something is clearly missing (eg. wrong quantity compared with the delivery note or an incomplete kit) then we'll reply as soon as possible. If only part of your order has arrived today, this may be because we have sent more than one parcel from different warehouses. All parcels will normally arrive within the agreed timescale (e.g. 2 working days) except that small packages sent by ordinary post may be delayed. Please wait for any other large parcel(s) to arrive today. If they do not arrive by 7pm today, please contact us again to confirm. Small packages sent by "First Class" post can occasionally take up to 3 days to arrive - or your postperson may have decided to leave it in your garage, coal bunker, shed, back garden or with a neighbour. If you are not certain whether something should have been included, please contact TECHNICAL.
Remember that LARGE parcels sent by carrier will NOT be delivered on a weekend. Smaller parcels sent by Royal Mail might be delivered on a Saturday, but this is not guaranteed unless you paid for Saturday Special Delivery.
NOTHING RECEIVED
If you have received nothing at all then you are looking at the wrong page. Please go back and select ORDER PROGRESS instead. This also applies if we've told you that an item is out of stock and is to follow (back ordered).
MISSING PACKAGE
If you paid the standard charge (currently £2.50) for UK First Class Post then you should check with your local UK Royal Mail Delivery Office to see if they have it. If they haven't then please confirm this fact with us and we will begin the claims procedure which will get up to £28 compensation from Royal Mail.
If you asked for a signed-for delivery method by Royal Mail then you should already have asked us for the tracking number. Enter this number on the Royal Mail web site to find your order status. Then contact your local Royal Mail Delivery Office and ask them to locate the package.
If you paid £7.50 or more for carrier delivery, we will determine the tracking number from the warehouse and ask them to locate the delivery.
If you are outside the UK then you should contact your local mail delivery office.
Please read the notes Click here.
PACKAGING DAMAGED
If the packaging is damaged you MUST NOT SIGN FOR IT until you have inspected the contents to ensure that nothing is missing or damaged. If you sign the acceptance sheet you take full responsibility. If something IS missing or damaged, DO NOT SIGN.
Please read the notes Click here.
SOMETHING DAMAGED OR MISSING
As stated in our Terms and Conditions, you MUST NOT SIGN FOR THE DELIVERY until you have inspected the contents of all packages and compared them with the Delivery Note list. If you sign the acceptance sheet it can prevent our claiming compensation for you from the carrier company. If something on the delivery note IS missing or damaged, DO NOT SIGN.
Also, please read the notes Click here.
SOMETHING FAULTY OR INCORRECT
If an item is obviously broken, damaged, or incorrect, please send us a Returns Request. Be sure to state the exact STOCK CODE and item DESCRIPTION from our order confirmation. Our Sales staff have no technical knowledge so, if you refer to the "right angled widget", they won't understand. If necessary, please contact Technical and ask for details of how to send a photo or sketch of the item. If you are at all unsure whether it is broken, damaged or incorrect, please contact TECHNICAL first and include complete details. TECHNICAL normally have to authorise the return of a faulty or incorrect product because SALES have no way of checking it.
DO NOT ATTEMPT TO CORRECT OR REPAIR any damage without first consulting our Technical department. They must authorise any attempt at repair, otherwise it is classed as "abuse".
In the case of damage to the package and contents, a couple of photographs would assist our claim against the carrier. Obviously we don't want you to go to any trouble over this but, if you happen to be a whizz with a digital camera, we'd be most grateful. Please be sure to return the damaged packaging if possible.
If an item is not visibly damaged but you think that it is not functioning as you expect, please read any technical notes that we have provided. These are often provided simply as a page link in our 'Keep-me' automatic reply. Such links are easily overlooked if you don't read our automatic reply carefully.
If you have checked an item to the best of your ability, please send full details to our TECHNICAL department who will decide whether the item is faulty or whether you have (for example) simply misunderstood its purpose. This DOES happen.
PHONING
It is our policy not to phone customers. Using email is far more efficient than phone because we can handle it without interrupting another job; we can see the exact spelling of names, addresses and numbers; we have a record of precisely what we (and you) have discussed.
If you have any other question, please read our useful Help pages (FAQs) then, if necessary, ask Technical instead. Unfortunately, SALES can not reply to TECHNICAL questions about products as we do not have the expertise.
These notes are intended to explain the relevant parts of our Terms and Conditions which may apply to an "Order Problem" request but we WILL reply to any enquiry ASAP if your question is relevant to this department. If you do not receive our reply, please check your junk mail folder then, if our reply is not there, write again and give us a different email address where we can contact you. In general we have no problem with free yahoo.co.uk addresses.
