We will always strive to meet your delivery requirements; we use a wide range of respected courier services and can delivery to most locations without any problems.
The courier services we use are as follows –
All delivery times are stated in working days and do note that in the case of delivery a working day is classed as any day other than weekends or public holidays.
Any purchase made upon a non-working will only be processed on the next available working day. For example. A next working day delivery order placed on a Sunday would only be processed on the following Monday for delivery on Tuesday.
*A valid mobile phone number will need to be supplied for this facility
Items are sent to the stated delivery address provided by the customer on the online order form or over the phone by the customer.
Should the delivery address differ from the invoice address, the Customer is to provide both addresses when placing the order, both online and on the phone.The parcel will be shipped to the delivery address specifically indicated on the form.
Failed Delivery Attempts
In the event of a failed delivery, depending on the circumstances and the carrier's policy, the Customer may receive a note of passage i.e., "calling card" in his/her mailbox. If indeed the courier has left a note, the Customer will need to call the carrier in order to arrange a new delivery date, if the Customer does not contact the courier service the item will automatically be attempted delivery the following working day for up to and sometimes surpassing 2 delivery attempts with the exception of Registered Air Mail packages, these items will require collection after the initial delivery attempt. It also might occur that the Customer does not find a calling card in this case it is the Customer's responsibility to track his/her orders online with the provided tracking information upon the carrier's website, in order to view package status information and inform either the courier or our customer services of any issues as soon as possible. Should the package not be re-attempted, collected or delivered to and/or by the customer the package will be returned to us where a redelivery fee will be applicable.
At times a parcel may not be delivered within the expected time allotment or stated delivery time frame given by the carrier and/or us and the delay extends too long we would expect the Customer to contact us in order to open an inquiry to establish the whereabouts of the parcel, i.e. the parcel may be lost/stolen/missing.
Please do note that in the case of delivery a working day is classed as any day other than weekends or public holidays.
Loss of the parcel
Should such a situation arise, we are compelled to respect the time-frames set by the carriers in regard to declaring the loss of the package, processing a claim with the courier and then refunding the shipment or replacing the item for the customer. Hence, the Customer is also bound to the same time-frames:
In order for us to officially declare a parcel lost, the Customer has 2 days to declare the loss of a parcel starting from the date he or she received the shipment confirmation e-mail. beyond this time period, no claim will be accepted. *Please note that for International shipments this will be extended in accordance with the courier service you select, we require notification within 2 days of the delivery estimation date.
Should the parcel be declared as lost within the above mentioned time, we will attend to filing a claim with the carrier and may eventually ask the Customer for additional documents to complete the composition of the file's content. The Customer will then need to send the information as soon as possible.
The final response related to claims is given by the carrier within a one to three-week period. The nature of the response can be one of two types: either the parcel is found and then sent back to the Customer by standard procedure, or the parcel is declared as lost by the carrier and we inform the Customer. In this case, and in accordance with the customer's wishes, we can make a second shipment of the order or proceed by fully refunding the Customer for the total amount paid.
In the event of loss, we will send the customer a Non-Receipt Declaration form, which will be used as part of the investigation process. This form will be a declaration of non-receipt and should further investigation and/or GPS data prove that the item has been delivered successfully to the correct location then this will be used as part of a legal case towards the recipient. This may or may not involve a police investigation and will not be limited to the purchaser of the goods but also the individual/individuals who signed/received the goods at the specified delivery location. Please contact our customer service team to enquire further about this form in the event of any lost goods. Timeframes for completion and replacement will vary on a case to case basis.
3.5 Receipt of parcel
When the items are delivered to the Customer, you will be asked to sign for the goods as an acknowledgment of receipt. If a parcel comes partly or totally damaged, the Customer's reservations must be written on the delivery note in the presence of the carrier.
Should no reservation be mentioned, the parcel is considered as delivered in good condition and no subsequent claims or complaints will be accepted by us. Should the customer want to preserve recourse against the courier, he/she must put in a claim in writing to the courier within 3 days (public holidays excluded) following the day of delivery. This claim must be sent by registered letter with a form for acknowledgment of receipt.
Any unclaimed parcel that is returned to us can be sent back to the Customer provided that they repay the delivery fees. Should there be any issues with the package relating to contents, missing or otherwise we would need to be notified within 48 hours of the time of delivery to ensure legitimacy of this claim, otherwise we would be unable to take any further action?
The Customer should check with the local authorities of their country of residence about the entry conditions for the ordered items. It is the Customer's responsibility to make the necessary declaration(s) and/or payment(s) to the appropriate authorities and or officials in their respective country.
The Customer should inquire to local authorities on the legalities of importing or using the services and items ordered. Should the customer not accept or reject payment of import taxes or duties then a charge will be applied for the cost of the return delivery and the original delivery of the item, the charges will be removed from the customers refund upon return of the package.
The Customer should make sure that the technical specifications detailed by the manufacturer respect the legislation of their respective country.
We cannot be held liable if the Customer does not respect the legislation of the country in which the items will be introduced.
We will ensure all documents that are required to be provided by us i.e. FCC Forms will be inclusive with applicable parcels as standard.
REFUND AND EXCHANGE POLICY
We hope that you will be happy with any purchase you make from us. However we understand that at times items may not be as expected and should you wish to return an item, you may do so within the timescales and conditions.