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FAQs

RETURNS POLICY:

You can return/exchange any item up to 30 days of receiving your purchase as long as it is returned in its original condition. Please ensure you print, complete and enclose the returns form which can be found on our website. NOTE: If the returns form is not enclosed we cannot process your request.

With regards to exchanges: if the returned item is of lesser value than the item you wish to exchange it for, you will receive a full refund for the item returned, and will then simply need to place a new order for the new item.

All goods will be inspected upon return.

DO NOT EMAIL US YOUR RETURNS FORM. Please print it off, fill it out and enclose it with your returned items

International Customers: Please do not send your returns to the 'From' address found on the label on your parcel. This is a DHL depot. Instead please use the PO Box address provided on the returns form.

 

DOWNLOAD OUR RETURNS FORM  

 

 

HOW DO YOU SHIP THE ORDERS?

UK Orders: All UK orders are shipped via First Class Royal Mail.

Worldwide: All worldwide orders are now shipped via DHL Express Worldwide.

PLEASE NOTE: Couriers (such as DHL) cannot deliver to PO Box addresses. Please DO NOT use a PO Box as your delivery address as it may result in not only your order being undelivered, it will also incur a fee for it to be shipped out to you again.

 

HOW LONG WILL MY ORDER TAKE?

Our standard UK mail delivery service can take between 7-10 working days. International deliveries can take up to 2 weeks dependent on location. We aim to send out your products as fast as possible but during busy periods we may not be able to meet these timescales. Customers should contact us via the ‘Contact Us’ page within 3-4 weeks of placing your order if you have not received your delivery within the given time frames.

 

DO YOU SHIP TO MY COUNTRY?

Yes, we ship worldwide HOWEVER, there are some rules/regulations for some countries:

Russian Customers: WE CANNOT DELIVER TO YOU unless you supply us with a business address when placing your order. As, within Russia, DHL can deliver to business addresses only. Otherwise, your order will be returned to us and will incur a fee to re-send your order.

PLEASE NOTE: If you refuse your parcel upon arrival, we will simply refund you for your order once we receive it back. Shipping costs will not be refunded.

 

HOW MUCH DOES SHIPPING COST TO MY COUNTRY?

Shipping costs for international countries vary depending on location. To see your exact amount, please proceed to checkout. You will be able to see the delivery cost before you confirm your payment.

 

DO YOU COVER RETURNS COSTS?

No, we do not cover the costs of returning/exchanging items. All returns should be paid for by the customer. We cannot be held accountable for any returns/exchanges lost in transit therefore we advise that they are sent via tracked mail.

 

WILL MY ORDER HAVE CUSTOMS CHARGES?

Orders being sent outside of the EU may incur some customs charges for importing goods which will NOT be included in the shipping fee. Countries have varying regulations regarding imports, therefore we strongly advise that you research the import regulations in your region before placing an order. We cannot cover these import charges for you.

European Customers: You should NOT incur customs charges by ‘importing’ our goods. If you are charged customs duties/import tax please contact DHL and you should be refunded/exempt of charges. This is an issue that we’re working on closely with DHL Express to prevent from happening in the future.

Indian Customers: All orders sent to India require the receivers KYC documents (Government recognized Identity and Address proof) to be sent to customs in order for the customer to receive their parcel. Import clearance cannot start unless KYC documents and Authorization approvals are received. They can be uploaded here: www.dhlindia-kyc.com

 

CAN I ONLY BUY SOMETHING IF I HAVE A PAYPAL ACCOUNT?

Nope, we now have an alternate method of payment so that you can simply checkout using only your card. Alternatively, you can still use PayPal just like before.

 

CAN I CHANGE MY ORDER/ADDRESS?

Yes but it should be done within 12 hours of placing your order otherwise we cannot promise that we’ll be able to amend your order before it is sent out for delivery.

PLEASE NOTE: We cannot be held responsible for any orders not received due to an incorrect or incomplete address.

 

DO YOU SEND DISPATCH EMAILS?

Yes, you should receive a dispatch email to the email address provided to us at checkout. Once your order has been received, we’ll do our very best to get it shipped out to you as soon as possible.

 

WHY WAS MY ORDER SENT IN BRANDED PACKAGING?

Having our logo on our mailing bags helps us not only stand out as a brand but advertise as a business. If you'd like us to send your order to you in non-branded packaging please ensure you notify us via email/contact page as soon as you've placed your order.

  

WHY WAS MY ORDER REFUNDED?

Orders can and will be refunded if they are flagged by our system as being possibly fraudulent orders. The most common reason is that customers place an order using a proxy internet connection. Any orders placed using a proxy internet connection will automatically be flagged and refunded.

 

WHY DID I NOT GET FREE SHIPPING EVEN THOUGH I SPENT THE REQUIRED AMOUNT?

If your cart total is equal to or over the amount needed to qualify for free shipping (£60 Domestic/£120 International), the free shipping option will be unlocked at checkout. However you need to ensure that you select the 'Free Shipping' option else you may automatically be charged for shipping. Due to the platform we use, we cannot code 'Free Shipping' to be automatically selected. 

 

WHY CAN I NOT ORDER A CONTROLLER WITH OTHER ITEMS?

Even though our controllers are available on our website, they are actually shipped via Custom Controllers UK. By clicking 'Buy Now', you will automatically be redirected to their website where you can place your order. Custom Controllers UK ship using Parcel Force which is a tracked mailing service. Please ensure if you are a international customer that you leave your contact number on your order.

 

HELP US HELP YOU

If we are dealing with your request/enquiry could you please reply to emails on the same thread as that would help us solve any problems you may have MUCH faster.

On our Contact page, please use your order number or full name as the subject, so that your email does not get overlooked because it has the same subject name as another persons’ inquiry.