FAQ

What if I have problems ordering?

Common reasons for problems when pressing the order button are;

i) You are using an old browser that doesn't support SSL encryption.

ii) You are browsing from behind a corporate firewall that will not allow secure connections. Speak to the system administrator at your office. They will either rectify the problem or you will have to order from another location.

To check, point your browser to https://www.microsoft.com/ if you cannot connect to the Microsoft secure server it is likely that one of the above faults apply. If you are able to connect to Microsoft please call our hotline number and report the fault to us. We will assist you if we can.

What if I do not receive my goods?

Please wait 3-5 days if you are in the UK or 7-10 days if you are overseas. If you do not receive your goods after this period of time, please contact us on 01622 891675 or at [email protected] with your order number to hand. 

This number will be included in the e-mail you received when you ordered the goods from our shop. We will strive to resolve the issue immediately.

PLEASE NOTE ANY ORDER OTHER THAN STANDARD SPECIFICATION IS CLASSED AS CUSTOM BUILD AND MAY TAKE UP TO 10-14 WORKING DAYS TO BE DELIVERED

When is my credit card debited?

Your card will normally be debited when the goods are dispatched. An authorisation takes place when you place your order. This simply guarantees that the funds are available on your card and that payment will be made to us. This authorisation remains valid for ten days. When the goods are dispatched, we will debit funds from your account overnight directly into our own. If certain items in your order are out of stock or unobtainable we will only partially debit your card order. We are also able to cancel or refund individual items of your order should this become necessary.

What happens if my card authorisation fails?

If the authorisation fails, the most likely explanation is that you have input your card details incorrectly. If this happens, press the back button on your browser and you will be returned to the card input page. Check that all the details are correct, and make any changes necessary before proceeding. If all the details are correct and you still fail to get an authorisation then we advise that you contact your card issuer to establish why your card was not authorised. We will receive your order anyway and may contact you to arrange for alternative methods of payment.

What risks are involved in buying online?

All personal data, including your card number is transmitted over secure connections, meaning that no-one can 'eavesdrop' and capture your details. In addition to this, your card details are not viewable by us at all, they are simply transmitted over the bank's private X25 network for authorisation and payment transactions. You are protected because the transaction was carried out as 'Cardholder not present.' This means that any payments will be refunded to your card should it be used fraudulently by someone else or you do not receive what you ordered.