Customer Services: 01484 328202
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Customer Services
Customer Services
OPENING HOURS
Normal Opening Hours
| Monday-Thursday | Friday | Saturday | Sunday | |
| Sales Line | 9am - 8pm | 9am - 7pm | 9am - 5pm | 11am - 5pm |
| Customer Service Line | 9am - 5:30pm | 9am - 5pm | 9am - 2pm | Closed |
| Huddersfield Showroom | 9am - 7pm | 9am - 6pm | 9am - 5pm | 11am - 5pm |
| Huddersfield Collection Point | 9am - 7pm | 9am - 6pm | 9am - 5pm | 11am - 5pm |
| Huddersfield Returns Counter | 9am - 7pm | 9am - 6pm | 9am - 5pm | 11am - 5pm |
Bank Holidays: Sales lines open 10am to 5pm.
Customer Service lines open 10am to 2pm.
PAYMENT
We accept all major credit and debit cards including Visa, Mastercard, Switch, Delta, Maestro, Solo and American Express. Please note we only accept payment by Credit Card if the card is registered in the UK or Ireland and we are delivering to the same UK or Irish address.
In order to ensure we can despatch your goods as quickly as possible, credit and debit card payments are taken at the point of order.
There is a small surcharge of 0.95% for credit cards and 2.5% for American Express cards. There is no surcharge for Switch/Maestro, Visa Delta, or Debit cards.
We also offer both Paypal and Google checkout. You can select either of these payment methods from the basket page.
You may also pay for telephone orders by direct fund transfer. Our bank details are as follows:
HSBC, Market Street, Bradford.
Account Number: 52758091
Sort Code: 40-13-15
DELIVERY
When do I need to order by?
Monday – Thursday
The cut-off time for next day orders placed over the phone is 8pm, and
for online orders 7pm. If you are ordering online then select “Next Working
Day” during the checkout process.
Fri - Sunday
If you are ordering after 8pm on Thursday and before 2pm on Sunday then a
Monday delivery is possible by requesting “Next Day” delivery.
Saturday Delivery
If you are ordering after 8pm on Thursday and before 7pm Friday
then Saturday Delivery is available (additional charges apply)
In all cases 'Next Day' delivery is subject to cleared funds and stock availability.
Next Day Deliveries apply to UK Mainland Addresses only, and are not available for larger items requiring a two-man delivery. Orders to all other areas typically take 2-5 working days.
Some products are shipped from third party warehouses and 'Next Day' availability may be restricted. We recommend placing your order by telephone if you need to confirm next day delivery.
| Day | Order placed by | 'Next Day' Delivery UK mainland only |
|
| (Online) | (Phone) | ||
| Monday | 7pm | 8pm | Tuesday |
| Tuesday | 7pm | 8pm | Wednesday |
| Wednesday | 7pm | 8pm | Thursday |
| Thursday | 7pm | 8pm | Friday |
| Friday | 6pm | 7pm | Saturday (requires selection of 'Saturday Delivery' option - additional charges apply) |
| Friday | Anytime | Anytime | Monday |
| Saturday | Anytime | Anytime | Monday |
| Sunday | 2pm | 2pm | Monday |
| Sunday | After 2pm | After 2pm | Tuesday |
Deliveries can take place from 8am till 6pm, and Next Day delivery excludes weekends and bank Holidays. If you have ordered IT equipment and have requested add on services such as a Pre Delivery Inspection, fitting of additional memory or a Recovery DVD, your order will be delayed and Next Day Delivery means that your order will be despatched on a premium delivery service when your configuration has been completed.
The majority of orders can be tracked online however for some couriers we are unable to offer you tracking details. If this is the case and your delivery has not arrived by 6pm on the due delivery date, please contact us using our eMessage system. Many customers ask us for an update on delivery time – unfortunately we are unable to provide this information and request that you contact the couriers directly if this is needed.
For most appliances and larger TVs we use two-man delivery teams to ensure that your goods arrive safely in one piece. As part of the high quality service our drivers will deliver your new appliance to the room of your choice, unpack it, allow you time to check for any damage before asking you to sign for the goods and then take all the packaging away with them.
NB All items should be inspected upon delivery and damaged goods should be refused. If you notice damage after goods are delivered you must be report this to us within 48 hours of delivery.
Delivery Prices
Delivery prices are based upon the products you order, delivery destination and service level you require. Free delivery is available on a wide range of products and on all laptops when purchased with an accessory. There is a link within the basket page to a carriage estimator.
| Destination | Delivery Method | Inc Vat |
| UK Mainland |
Free delivery for orders containing a laptop and accessory (within 7 days) Delivery within four working days (Weekday) Next Day (specified Weekday) Next Day Pre 11am (Weekday) Next Day Pre 9.30am (Weekday) |
Free
£14.97 £34.44 |
| Saturday Delivery | £19.98 | |
| Huddersfield Collection Point | Free | |
| Orders under £50 - Within four working days (Weekday) | £5.69 | |
| TV Delivery (above 40") within two working days (Weekday) | £29.97 | |
| Northern Ireland Republic of Ireland |
1 to 3 Working Days | £17.20 |
| Scottish Highlands Isle of Man Channel Islands |
2 to 3 Working Days | £28.70 |
| Cyprus | European Delivery 5 to 7 Working Days | £49.97 |
| Malta | European Delivery 6 to 8 Working Days | £49.96 |
| Belgium Luxembourg Netherlands |
European Delivery 3 to 4 Working Days | £24.97 |
| Germany Denmark France |
European Delivery 4 to 5 Working Days | £29.97 |
| Switzerland | European Delivery 4 to 5 Working Days | £62.64 |
| Portugal Italy Spain |
European Delivery 5 to 6 Working Days | £29.97 |
| Austria Sweden |
European Delivery 5 to 6 Working Days | £39.97 |
| Norway Croatia |
European Delivery 5 to 6 Working Days | £72.43 |
WEBSITE SECURITY
We have a detailed security policy in place to ensure that your data is safe. All transactions are conducted on our secure server and all your data is kept on fully secure internal servers with full 128bit encryption.
If you have any questions/comments about privacy or security, please contact us via the eMessaging service.
PRIVACY
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). The reasons for collecting information about you are to process your order, to provide you with the best possible service and to process any orders for products or services you may place with our third party co-marketing partners. We never collect sensitive information about you without your explicit consent and will give you the option to refuse any marketing emails. We ensure that the information we hold is accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information that we hold will be held securely in accordance with our internal security policy and the law. We never pass on personal information to any third parties except where necessary for the fulfilment of your order or where we are required to do so by law. We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. Should you wish, you can usually modify your browser to prevent this happening.
In addition, from time to time we may also market certain third party services through our site. Should you choose to accept an offer from a third party, we will pass your relevant personal information, including your name, postal address, credit/debit card number and any other required billing information to that specific third party.
WEEE REGULATIONS
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.
The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
Many electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites. We are obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when you buy from us a new Electrical or Electronic product.
For example, if a customer bought a new laptop from us we would accept their old laptop and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.
Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:
Awards
The Huddersfield Daily Examiner Business Awards 2009 Nominee Business of the Year |
|
 Sunday Times Fast Track 100 24th in 2005 | 10th in 2006 | 64th in 2007 |
 2007 Finalists Best Online Retailer |
 2006 Finalists e-Tailer of the Year 2007 Finalists e-Tailer of the Year |
2005 North-East Regional Winners |
2005 North-East Regional Finalists |
2005 Finalists Specialist Reseller of the Year |
2005 Winners |
 ISO 9001 Registered |
AFTER SALES SERVICE
At Laptops Direct, we operate a fair and open after-sales service. We firmly believe that setting out our terms clearly rather than burying them in small print is what customers should be able to expect of any business. Everything you need to know about our policy is outlined here.
Over 99% of our orders are handled perfectly – goods are delivered on time and work without fault. However from time to time things do go wrong. Parcels can get misrouted by the couriers, traffic can prevent deliveries arriving on time, manufacturer’s specifications can be inaccurate and items can develop a fault. The real test of an online retailer is not just the availability of good value products, but how well they deal with after sales problems. At Laptops Direct we aim to offer a service most other online retailers fail to deliver on: Product availability, value, reliable delivery and a clear and fair after-sales service.
TECHNICAL HELP
Most of the purchases you make have lifetime technical support directly with the manufacturer*. As we sell over 15,000 products from more than 450 manufacturers it is not possible for us to provide you with the same level of technical expertise as the manufacturers. To find the contact details of their dedicated helpline, please click here.
If you are unable to contact the manufacturer or if you are unhappy with their service then send us an eMessage and we will do our best to solve your problem.
*Technical support is for diagnosing hardware faults only. They do not provide training, setup assistance of in the case of PCs and Laptops, help with software.
LATE DELIVERY
If your goods haven’t arrived as expected, please follow the link in your email to use our online tracking service. If we have promised to send your goods to you on an agreed date and we fail to deliver we will refund you the difference between the priority delivery service and our standard service or £5, whichever is the greater. To request this fixed compensation, please send us an eMessage.
PROMOTIONAL CODES
If you sign up to our Buy it Direct latest offers we will send you promotional codes from time to time.
How to use the promotional code - At the basket page enter the code into the "promotional code" box and click "recalculate" this will add the discount which will be visible on your order. If the offer is a discount on delivery then the relevant discount is applied once a qualifying delivery method has been selected in the checkout process.
Terms and Conditions - Only one code per order. Codes are available for online use only unless otherwise specified. All codes have an expiry date and Buy it direct Ltd reserve the right to cancel any order which abuses or exploits any promotional code. All codes are subject to change or termination at any time without prior notice.
DAMAGED / MISSING ITEMS / WRONG ITEMS
Nearly all our orders arrive on time and in the same excellent condition they left our warehouse. However items can get knocked about in transit and whilst often it is only the packaging that is damaged, the products themselves are occasionally damaged. Items also occasionally get misrouted or lost in transit.
If damage is noticed at point of delivery the order can be refused and returned with the driver.
We would advise that you let the driver unpack your appliances so you can check them upon receipt.
Please note - Do not fit an item/appliance if it is damaged. By fitting an item you are accepting the goods and we will be unable to accept the item for return regardless of condition.
In order to help us resolve issues arising from these problems, please use our eMessages system within 48 hours of delivery or expected delivery in case of non receipt.
FAILED DELIVERIES
We understand that sometimes you will not be available to receive your goods. For all items except large items (kitchen appliances and large TVs), our couriers will attempt redelivery once after which you will be charged for any further redelivery attempts. For large items, if the courier has contacted you prior to delivery and you are not available to receive the goods, there will be a redelivery charge.
CANCELLATION
If you are a consumer based in the UK and not a business or organisation then this section applies to you.
We want you to be entirely happy with your purchases from Laptops Direct. If you change your mind after placing your order you can cancel at any time before the goods are despatched, regardless of the reason. There is no cost for cancelling your order before despatch.
You can also cancel your order within 7 working days from the day following delivery.
Click here for details about how to cancel your order and return your goods to us.
FAULTY ITEMS
On rare occasions products may develop a fault. At Laptops Direct our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.
All new goods we sell to UK and Irish consumers have at least 12 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer’s local service centre to confirm this.
Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK, Channel Islands and Ireland.
Faults Occurring Within 28 Days of Receipt: We can offer you a refund, replacement or repair, whichever is more convenient. We will arrange collection of the goods from you at our cost. If you require a refund we will refund you all your charges. However if you purchased a large appliance, we ask that you contact the manufacturer who may arrange for a free onsite visit from an engineer. If the engineer cannot repair the goods then we will arrange a replacement. Unfortunately we cannot offer advanced replacement.
Faults Occurring Within 1 year (3 months for refurbished products): If you've had the product for up to 1 year, your product will be repaired directly by the manufacturer. If that's not possible we will give you a replacement, or if that's not possible, a refund.
Faults Occurring After 1 year but within manufacturer’s warranty period: Please contact the manufacturer directly to arrange a repair.
Faults Occurring Outside Manufacturer’s warranty period: We are able to quote on repairs for some items such as Laptops and TVs. Please contact us by eMessage for more details.
Please note a handful of manufacturers include a warranty registration form in the box - don’t forget to complete this and send it off within the specified time period. If you have purchased a Kitchen Appliance for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use.
For many products you can extend your warranty and support cover for up to 5 years either at the time of order or within the period of the manufacturer’s warranty. Please call our Sales team on or send us an eMessage to enquire about warranty extensions.
Click here for the returns process for faulty goods.
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