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Delivery Information

Delivery times stated on our website are ballpark estimates for the time required for delivery by the carrier. We will notify you via email when your order is ready for shipping. When you receive your parcel, please make sure to check it and its contents and only accept delivery if it is in good condition otherwise refuse delivery stating the reasons clearly.

My order has been shipped but I haven’t received it. What should I do?

You should check the following:

  • Open the order confirmation email we sent you and check to make sure that the delivery address is correct. You can also check this online by logging into your account and checking your 'order history'.
  • Check your mailbox. The carrier may have already attempted to make delivery. If you do find an attempted delivery slip, please contact the carrier and arrange a second delivery or a pickup from a pickup point.
  • If the carrier has provided a tracking number, you can check on the carrier's website the progress of the delivery. If you think that something is not as it should, try calling the carrier for more information.
    If the carrier is not able to help, please give us a call so that we can look into your case and come back to you with our findings. While this process is going on, we will not be able to take further actions on your order like refunds or replacements.
If I’m not present to receive my delivery, what happens?

Usually the carrier will attempt to get in touch with you by phone before or during the delivery. If the attempted delivery fails, an attempted delivery slip will be left in your letterbox with a new delivery date, as well as a telephone number so that you can arrange a more convenient delivery date or arrange to pick your parcel from a pickup point.

If the parcel I receive is damaged what should I do?

You should not accept a damaged parcel. If you notice damage on the parcel at the time of delivery, you should refuse to accept it. State clearly your detailed reasons for refusal on the delivery note, in writing, sign and date it. When the parcel is returned to us, we will get in touch with you to arrange a new shipment.

If for any reason you accepted a damaged parcel, you should get in touch with the carrier and report it as soon as possible.

What if there is something missing from my parcel?

If you notice something missing from your parcel at the time of delivery, you should state this clearly on the delivery note, in writing, sign and date it. Then, you should get in touch with us and report it as soon as possible.

What I’ve received isn't what I ordered. What should I do?

If a product that you have received is not listed in your order list, you should fill in a returns form. Log into your account, find and view the order involved in your 'order history' and click the 'return' button next to the product in question. Make sure you specify 'Received Wrong Item' as the reason for the return and provide further details in the 'Faulty or other details:' section. We will notify you via email how to perform the return once we receive your form. Once the returned item has been received and checked only then can a refund or exchange take place.

If I’m not satisfied with the product I received, what should I do?

If a product you ordered does not live up to your expectations, you should fill in a returns form. Log into your account, find and view the order involved in your 'order history' and click the 'return' button next to the product in question. Make sure you specify 'Other, please supply details' as the reason for the return and provide further details in the 'Faulty or other details:' section. We will investigate your claim and notify you via email on how to proceed. If the return is authorised and when the returned item has been received and checked only then can a refund or exchange take place.

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Returns

Customer Satisfaction is our top priority. All products are inspected by a very careful quality control. If you are not completely satisfied with your order, you may request a return and a full refund (excluding shipping charges). This guarantee is good for 14 days.

Your order is not elligible for refund if the product:

  •     was purchased from someone other than our own website.
  •     is returned in excess of 14 days after delivery.
  •     is not in its original condition, is missing parts, is slightly scratched or damaged.

 

Please do not return items that do not meet the circumstances listed above, as we will not issue refunds for non-qualifying items and cannot return the items to you.

You will be informed via email about the status of your return request.

How do I return a product?

If you do not have an account with us, you should contact us via email or telephone so that we can help you with the return.

If however, you have an account with us, you can login and navigate to your account details. There, you should look in your order history and view the relevant order which shows all products concerned. Each product has a 'return' button which allows you to fill in a form which will be sent to us via the system. Once we’ve received and checked your completed returns form, you’ll be sent a notification email explaining how to go about returning your product.

Please note that products must be returned in full and in their original condition (with packaging, accessories, instructions etc.). We recommend that you send your parcel via recorded delivery and request for it to be signed for on delivery to avoid unnecessary problems with delivery.

When we receive the product and depending on the circumstances of your case, we will either send you a replacement or issue you with a credit note which you can use to purchase something else from our store.

Do you refund the shipping fees for returns?

The cost of shipping any returned products to us must be covered by you.

How will I be refunded?

Each case is different and we will look at each case individually.

Can I track my return?

If you have an account with us, you can track the progress of your returns by logging into your account and navigating to the 'Returns' section where you can view the details for each return request. All the communication between us can be viewed at the bottom of the details section and will be sent to you via email also whenever the status of the return changes.

For customers without an account, all communication will be done via email each time the status of the return changes.

I’ve returned a product but I haven’t received a confirmation email. Why?

An email confirmation is always sent when we receive a return. If you do not receive an email, please login to your account and check that your email address is correct in the 'Edit your account information' section. Also check that our email did not end up in the 'spam' area of your inbox. In any case, you can check whether the status of your return has changed by logging into your account on our website and checking the 'Returns' section where you can also find a list of all our communications. If you do not have an account with us, bear in mind that your return could be waiting to be checked in.

If you returned your product more than a week ago, you should contact us. In the remote case that we have still not received your returned product, you should contact the carrier and request proof of delivery which you should then send to us in order to proceed. This is why we always recommend sending your returns using a “proof of delivery” system.

Refunds

Notification of a refund will be sent via email once we have received and processed the returned item(s). A refund will be issued in the same form of payment originally used for purchase within 7 to 14 business days.Each case is different and we will look at each case individually.

How long does a refund take?

It depends on the bank issuing the transfer. Normally one working week should be enough. If your refund is taking longer, you should contact us.

Why do you require my bank details?

If the refund is paid into your bank account, then we will need your bank details such as the name of your bank, the name of the account holder, the IBAN number and the SWIFT code. This information will not be stored in our systems and will only be used for this purpose.

Broken Products

Most products carry a manufacturer’s warranty of at least one year (excluding accessories and consumables). Of course this varies between different manufacturers and type of product.

How can I return a product under the manufacturer's warranty?

If you do not have an account with us, you should contact us via email or telephone so that we can help you with the return.

If however, you have an account with us, you can login and navigate to your account details. There, you should look in your order history and view the relevant order which shows all products concerned. Each product has a 'return' button which allows you to fill in a form which will be sent to us via the system. Once we’ve received and checked your completed returns form, you’ll be sent a notification email explaining how to go about returning your product.

Please note that products must be returned in full and in their original condition (with packaging, accessories, instructions etc.). We recommend that you send your parcel via recorded delivery and request for it to be signed for on delivery to avoid unnecessary problems with delivery.

When we receive the product and depending on the circumstances of your case, we will either send you a replacement or issue you with a credit note which you can use to purchase something else from our store.

What if the manufacturer does not cover the repairs under the warranty?

In many cases, the manufacturer will only cover certain parts of a product and usually will not cover damages caused by impact, dropping, rust, misuse, etc.

Of course, we will not be able to cover the cost of such repairs if this is the case.
What we can do however is to send you a quote for the cost of the repairs required and you can accept one of the proposed courses of action:

  • You can accept the quote and proceed with the repairs.
  • You can refuse the quote, in which case we will return the faulty product to you, charging you a handling fee.
  • You can decide not to pursue any repairs and abandon your product, in which case we will not charge you at all.
The product I received has never worked. What should I do?

If a product you ordered does not live up to your expectations, you should fill in a returns form. Log into your account, find and view the order involved in your 'order history' and click the 'return' button next to the product in question. Make sure you specify 'Dead On Arrival' as the reason for the return and provide further details in the 'Faulty or other details:' section. We will investigate your claim and notify you via email on how to proceed. If the return is authorised and when the returned item has been received and checked only then can a refund or exchange take place.

Non-Compliant Products

If you have received a product which does not comply with the product description on your order (e.g. it is a different colour etc.), you should return the product to us for exchange or refund.

I received a product which is not exactly what I ordered. How should I return it?

If a product you ordered does not live up to your expectations, you should fill in a returns form. Log into your account, find and view the order involved in your 'order history' and click the 'return' button next to the product in question. Make sure you specify 'Received Wrong Item' as the reason for the return and provide further details in the 'Faulty or other details:' section. We will investigate your claim and notify you via email on how to proceed. If the return is authorised and when the returned item has been received and checked only then can a refund or exchange take place.

How can I track my return?

If you have an account with us, you can track the progress of your returns by logging into your account and navigating to the 'Returns' section where you can view the details for each return request. All the communication between us can be viewed at the bottom of the details section and will be sent to you via email also whenever the status of the return changes.

For customers without an account, all communication will be done via email each time the status of the return changes.

I’ve returned a product but I haven’t received a confirmation email. Why?

An email confirmation is always sent when we receive a return. If you do not receive an email, please login to your account and check that your email address is correct in the 'Edit your account information' section. Also check that our email did not end up in the 'spam' area of your inbox. Depending on your Internet Service Provider, email may take various amounts of time to reach your inbox. In any case, you can check whether the status of your return has changed by logging into your account on our website and checking the 'Returns' section where you can also find a list of all our communications. If you do not have an account with us, bear in mind that your return could be waiting to be checked in.

If you returned your product more than a week ago, you should contact us. In the remote case that we have still not received your returned product, you should contact the carrier and request proof of delivery which you should then send to us in order to proceed. This is why we always recommend sending your returns using a “proof of delivery” system.