PRODUCTS AND STOCK

1. How do I find the product I am looking for? There are several ways to look for products on our site. You can search by brand, by keyword or from the main headings at the top of each page or product ID code.
2. How reliable is product availability? Product availability is updated daily. In case of an availability problem, where the number of orders exceeds the current stock level, you will be informed by email, and where available expected availability and delivery time for your order.
3. Do you stock any other products? All the products available are shown on the website.
4. Where can I find technical information on products? Every single product has a technical information sheet attached to the product information. The main technical details about the product are on this sheet, simply click the "Technical Information" tab on the product page.
5. What are Bonus packs? A "Bonus Pack" is a package with a main item and one or more accessories offered at lower and more competitive prices than if they were purchased separately from the site.
6. What happens if the price of the product changes between my placing an order and receiving the goods? Once your order and payment have been validated, we cannot modify the price of the product you have ordered, whether there is a decrease or increase in the price of the product.
7. What if I find a cheaper product elsewhere: do you price match? We do not price match, but we do try to offer the most attractive prices online. If you happen to find a cheaper product elsewhere, please inform us as you may be eligible for a free mystery gift
8. Are the products on your site compatible with UK specifications? All the products we sell are compatible with European specifications, as they are models that the manufacturers sell in Europe. Some products may therefore come with 2-pin plugs. However, please note that we provide an adapter for the UK 3-pin socket free of charge.

ORDERS

1. How do I place an order? You can place your order online or by telephone with one of our sales agents by calling 0844 544 81 54.
2. What payment methods are available? We offer a number of payment options for your convenience: Credit card/Debit card, Bank wire transfer, financing through external approved partners, Cash, Cheque. If need be, please contact us for details.
3. Can I place my order by Email / Fax? For security reasons we do not take orders by email or by fax.
4. Are my credit card payments secure? We use one of the most reliable secure payment systems available on the Internet: the SSL protocol. All of your personal details are protected and encrypted before they are sent for processing.
5. Is money withdrawn from my account directly after I have placed an order? For security reasons, your card is charged on the day of your order.
6. I want to pay by bank transfer. How does this work? please contact us for further details and a customer service representative will assist you.
7. Can I add items to my order after it is completed? Due to credit card security policies, once you have placed an order we cannot add items to it. You would need to order separately or cancel your current order and place a entirely new one.
8. How can I track my order? Tracking information will be supplied to you after your order has been processed and shipped. Generally this is within 24hrs to 48 hrs or so after your order has been placed. Please be aware that from time to time there can be delays.
9. Is there a security check? For your security, every single order goes through a security check. Complementary information may be required by e-mail or fax in order to validate your order.
   
   Consequently, in order to proceed with your order, we would need one of the following from you: An alternative e-mail address (for security reasons, we cannot validate orders with anonymous email addresses attached, eg: Yahoo, Hotmail, etc...)
   
   A landline telephone number (company or home line) that can be checked on the directory (Electoral roll , BT White pages, Yellow pages, etc.) Please note that mobile phone numbers are not acceptable when security screening takes place. For all orders, we ask you to send us a fax of a piece of ID (driving licence, utility bill, or equivalent) to the following fax number: 0844 544 81 54.
10. What happens if the product I ordered is not in stock? We will inform you by email with an indication of the availability date if one is available. If this situation occurs, we will dispatch your order as soon as we receive the product at our facility.
11. What delivery options are available? Express delivery via UPS/DHL™ Worldwide Express, the global market leaders of the international air express industry. Generally our products are shipped from our warehouse within 24hrs to 48hrs after placing the order. Delivery time after this point is generally between 3-4 working days. Royal Mail letter delivery for smaller items - generally delivered between 3-4 working days after placing the order online.
12. How long does delivery take? Please allow us 24/48 hours to process your order. Thereafter we ask customers to allow 3-4 working days for delivery. For heavier products please allow 7 working days from dispatch for delivery.
13. Can I place an order to be delivered to someone else / to another country? Yes, but the order has to be placed and paid for via Bank Wire Transfer. Please contact us for further details.
14. Can I change the delivery address? Please note - B4U Direct will only ship to the registered credit/debit card billing address when paying by this method. We can ship to a separate delivery address if the order was placed via Cheque or Bank Transfer providing the funds have cleared to our account.
15. How can I track my delivery? Tracking information will be supplied to you after your order has been processed and shipped. You will then be able to check the status of your order online. This will be sent to your registered email address that was used when you signed up on the site.
16. How do I obtain a copy of my invoice? please contact us by e-mail or phone to request this.
17. How do I change my password? Contact us and we will modify your account details providing you answer some security questions about your initial registration.
18. If I order from you again, do you keep my personal details or do I have to go through the order process from the beginning? Your personal details will be saved and if you place a new order, your personal details will appear when you enter your email and password. For security reasons, we do not stock your card details, so these will need to be re-entered with each new order.
19. What happens if my parcel is lost by the courier? If your parcel is lost during delivery, we will follow a standard procedure of opening a search file with the courier. This investigation normally takes up to 14 working days, and if the parcel cannot be found, your order will be re-shipped to you at no extra charge. Each investigation is different, so please be aware that delays can occur that are out of our control.
20. Do you deliver to the Channel Islands? Unfortunately we do not deliver to the Channel Islands.

SPECIAL OFFERS AND SERVICES

1. Do you offer any special deals or discounts, such as gift vouchers? You can regularly find special offers and promotions on our site for special events and holidays such as Christmas, Easter, or Mother's Day. We also offer special discounts in the form of promotional codes.
2. How can I get a promotional code? The codes can be found in our adverts in the press as well as on our partners' websites.

CANCELLATION AND REFUND

1. I want to cancel my order in fullYou can cancel your order in full before it is dispatched.
   
   If your order is being prepared for dispatch when you make your cancellation request, we cannot stop the parcel from being sent out. Consequently, we ask you to refuse delivery by the transporter so that it can be returned to us. Please note, if goods are refused you will be charged our shipping costs for the item.
   
   Once the parcel refused by you has been registered at our After-Sales Service which can take up to 10 working days you will receive an email and you can then request a refund.
2. I want to receive information regarding the refund of my order Following the partial or full cancellation of your order, you will have received an e-mail advising you that a refund request is in progress. You can view the refund terms and conditions below, according to the method of payment you chose (this list is not exhaustive):
   
   Credit card online: If your order was paid for by credit card on our website, the refund amount will be credited to your account within 5-10 working days
   
   Bank transfer: If your order was paid for by bank transfer, the refund amount will be credited to your account within 3 to 5 working days.
   
   Cash/Cheque If your order was paid for in cash or cheque, your refund will be made via cheque which will be credited to your account within 3 to 5 working days.

DELIVERY

1. What time should I expect my parcel to be delivered? Deliveries are made during office hours (9 am – 5 pm).
2. Will I be informed of the exact time of delivery? Couriers deliver during office hours. For more specific details, you can contact your courier directly. DHL: 08701 100 300 UPS: 08457 877 877 Parcel Force: 08708 501 150.
3. What happens if I'm not at my delivery address at the time of delivery? The courier will leave you a delivery card for so that you can contact them and arrange another delivery time.
   
   Do I have to sign for the parcel personally, or can someone else sign for it? A person in your household may sign for the parcel.
4. Can I refuse the delivery? Yes. If you do not sign for the parcel, the courier will return it to us. You will be charged shipping costs for this item.
5. What procedure should I follow when my parcel is delivered? You should open the parcel in front of the driver to check that the parcel is in good condition and that all the items in the box correspond to your invoice.
6. What happens if my parcel has been damaged or opened / mishandled? If DHL/UPS delivered your parcel, you will need to contact the courier not later than 2 days after the delivery and open an investigation file.
   
   The courier will conduct the necessary investigations concerning the damaged parcel.
   
   They will then provide you with a report which you can send back to us with your product. Upon receipt of your product.
   
   For opened or damaged deliveries, DO NOT sign for or accept the parcel. Instruct the driver to return the parcel to us. We are not responsible for any faulty items if a damaged parcel has been signed for.
   
   In both cases, please contact us immediately.
7. What if I receive someone else's order? If you find someone else's order in the box that was delivered to you, please inform us by calling 0844 544 81 54. We will investigate further and advise on the appropriate course of action.
8. Why hasn't my order been dispatched? At B4U Direct we attempt to deliver on time every time. Unfortunately at times delays with the courier can be completely out of our control which we cannot be held responsible for. If you are in any doubt or concern whatsoever - please do not hesitate in contacting us for further information.

WARRANTY AND AFTER-SALES SERVICE

1. Can I return my product if I'm not happy with it? You have a 7 working day money-back guarantee that starts when you receive the product. This is providing your item has not been used and is in a brand new condition in its original packaging.
2. What kind of warranty do you offer? All products are covered by the manufacturer's 12-month warranty unless otherwise stated.
3. How does the warranty work? During the first year of warranty, if you experience any problems with the product you contact the manufacturer's after-sales service.
4. How can I get a Return Coupon? Please contact us directly for returns authorisation instructions. No goods can be accepted without this.
5. who pays for return shipping fees ? If your product malfunctions and our technical analysis reveal that the malfunction is covered by the warranty, we will reimburse you for shipping fees. Please keep a record of your shipping fees and send us a copy by postal mail, remembering to include your order number, to our registered address:
6. How do I send a product back to you? Please send the product back by insured and recorded delivery.
7. I have a question about a product that I've returned to you Products which have been returned to B4U Direct take approximately 7 days to reach us. They then undergo a preliminary technical inspection, which can sometimes take a few days. They are registered on the system only after the preliminary technical inspection. You will then receive notification by e-mail that the product has been entered into the system for the next step.

If there are any questions that you have that still need answering please do not hesitate in contacting us.

B4U Direct Team