FAQ
Please see below for a list of the most commonly asked questions.
Q: Where can I ask for assistance?
If you are seeking assistance for any of our products; feel free to email orders@tvstands2u.co.uk or call us anytime on 01904 380 081. We also offer support via written letter. Our address details can be found on the contact page.
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Q: How secure is it buying from your website?
To the average computer user, Shopping online can seem risky! Where do my Credit Card details go? What happens if they go missing?
To keep your mind at rest, we use the latest 128bit SSL encryption to cover your data. Anything sent between you and our website is completely secure.
When entering your card details, simply look for the little "padlock" symbol in the bottom right hand corner of your screen. This tells you that the SSL is working and your Data is secure.
If you're still unsure, or you simply don't want to enter your details online, Give us a call anytime on 01904 380 081 and we'll be happy to take your order over the phone.
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Q: What if I don"t like the item when it arrives?
In accordance with the Distance Selling Act (http://www.hmso.gov.uk/si/si2000/20002334.htm), we offer you the option to return your item within 14 days of purchase. Details of our full returns policy can be found here.
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Q: Will I get any confirmation when I place an order?
Certainly; As soon as your payment is confirmed; we will send you an email detailing your order details, and the total amount you have spent.
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Q: Do you release any Information about customers to any one else?
Never. Your data is kept 100% secure and will never be sold or distributed in anyway to any 3rd party companies.
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Q: How does your delivery service work?
Orders placed before 3pm on a working day will be processed the same day; and delivered in accordance with your chosen delivery option. A working day is any other day except Saturday"s, Sunday"s and Bank Holiday"s. The "Next Day" option will be delivered the following working day. The "Standard" delivery option can vary between 1-5 days.
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Q: Can you ship my order to a seperate address?
A. We can indeed. We can only do this for orders placed through the website. When paying for an item; if a separate delivery address is required; you will be taken through the 3D secure section of our website. This will identify you as the card holder to your billing address.
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Q: Can I ask for a specific Delivery Time?
Due to delivery being made by a 3rd party; we are unable to offer any percific timed deliveries. We can offer a "before 12", "before 10am", and a "before 9am" service. To make an enquiry regarding any of these services; please call us on 01904 380 081
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Q: What do I do if my item arrives damaged?
It is your responsibility to check all items received by the courier. If any boxes appear damaged or appear to have been opened; please write the details on the courier sheet. If you fail to sign as receiving a damaged item(s), we may not be able to replace them; as we will not be able to claim anything back from the couriers.
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Q: How soon do I need to let you know about damaged/incorrect/missing items?
All item issues must be reported within 48 hours of delivery.
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Q: What happens if my order does not arrive?
We can not accept liability for any items not delivered if we are not informed within five days of the expected delivery date. Please call us as soon as possible on 01904 380 081 if you believe your delivery should have arrived.
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Q: How much is delivery on more than one item?
Providing your order does not exceed the courier"s standard weight and size restrictions; you will only pay one courier fee per shipment.
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Q: How do I return a faulty product?
In the unlikely event that you receive a damaged or faulty item, please call us immediately on 01904 380 081. Alternatively you can email orders@tvstands2u.co.uk ; from which a member of our support staff will contact you as soon as possible and arrange collection of your item.
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Q: How long does it take to action a returned product?
We attempt to have all returned products replaced or refunded within five working days. However this time may increase due to circumstances beyond our control.
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Q: Items Becoming Faulty within the Warranty Period
Should your purchase become faulty after the initial 30 day period from receipt, but within the warranty period, you are entitled to either have the item repaired or at our discretion replaced.
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Q: What happens if I forget to put the RMA number on the parcel?
If we receive a parcel and there is no RMA (Returns Merchandise Authorisation) number written on the returns form; it is likely to cause a delay in getting your refund processed. To obtain your RMA number; please call us on 01904 380 081.
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Q: The item I have received is incorrect, who should I contact?
If you have received the wrong item; please contact us immediately on 01904 380 081 at which point we will arrange to have it swapped. Shipping incorrect items is not something that happens often; but during our most busy spells; some mistakes may be made.
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