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Frequently Asked Questions
Quick Links
Pre-Sale Questions
Can you offer advice before I place an order?
Our sales representatives have many years of experience in the audio-visual industry and are happy to assist you with any questions you may have about our products or services.
You can contact us by phone Monday to Friday between 9am and 5.30pm, or at any time by email.
Can I see the products in person?
Depending on your project and the product(s) you are interested in, we may be able to arrange an on-site demonstration or arrange an appointment for you to visit a demonstration room.
All demonstrations are strictly by appointment only and are subject to availability.
Please call us to check if we can arrange a demonstration for you.
Is the product I want in stock?
Stock levels are shown on the product pages.
We try our best to ensure our website shows accurate stock levels at all times so if our website says a product is in stock, it usually is. However if you require a product urgently, we advise calling us before placing an order to confirm, especially when stocks levels are low.
Do you offer discounts for charities/education/bulk orders?
Our website shows the standard pricing available to the public ordering online, however on some products we may be able to offer discounts for education customers and charities.
Please contact us to discuss your requirements and we will be happy to provide a quotation with our best pricing.
If you are looking to place a bulk order, please contact us and we will provide a quotation based on the quantity required.
I have seen a product cheaper elsewhere, can you match the price?
Please check our price match policy available on our website here.
What is the cut-off time for same-day shipping?
Orders for most items need to be received by 3pm for same day shipping, however we may be able to ship an order placed later on the same day.
If you require urgent delivery, please call us and we’ll try our best to help.
Can you deliver to an address other than my billing address?
When you order online you can specify a different address for delivery (e.g. your work address) provided you use 3D Secure authentication (also known as Verified by VISA or Mastercard Secure Code).
For security reason and to protect our customers, orders placed over the phone will be delivered to the card's billing address only.
If you do not wish to order online but require delivery to an alternative address, you can choose to pay by bank transfer or cheque.
Can I collect my order?
Orders placed online are shipped from various warehouses around the country directly to your address. Unfortunately it is not possible to collect them.
If you require a product urgently, we do offer a next working day delivery service and even timed deliveries (pre 12pm, pre 10am or pre 9am) so please contact us to discuss the options available.
Ordering
Is it safe to order online?
Yes, it is safe to order online.
When you place an order on our website, all your data is encrypted to keep it safe at all times. You can verify this by clicking the padlock icon in your browser which will show you our SSL certificate.
When you pay for your order by credit/debit card, the transaction is processed by Opayo (formerly SagePay).
Opayo is a secure payment gateway. They are Europe’s leading independent payment service provider and are one of the most trusted payment brands.
All information passed from our website to Opayo is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted. You can be completely assured that nothing you pass to Opayo’s servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on Opayo's systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data Opayo hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.
What payment methods do you accept?
When ordering online, you can use a credit or debit card (VISA or Mastercard) or an American Express card.
If you are ordering on behalf of a public sector organisation you can also use a purchase order number without having to pay upfront and to benefit from a 30-day credit account.
You can also pay by credit/debit card over the phone or, if you prefer, you can pay by bank transfer or cheque. Please contact us if you would like to use one of these payment methods.
Do you accept purchase orders?
Public sector customers can order online using an official purchase order number or send a purchase order by email or fax to benefit automatically from a 30-day credit account.
Corporate customers need to have a pre-agreed and authorised credit account with us in order to use purchase orders online. If you do not have a credit account, we will issue a proforma invoice for payment upfront.
Do I have to create an account on your website to place an order?
You do not need to create an account or register to place an order on our website, you can checkout as a guest if you prefer.
If you create an account on our website, it will allow you to log in later to check the status of your order, check your order history, manage your address book and newsletter subscription.
After-sale questions
When will I receive my order?
Orders are shipped using the delivery service you selected during checkout.
Provided the order was placed before 3pm, standard delivery orders are normally delivered within 2 to 3 working days and express delivery service orders are normally delivered the next working day.
Orders to Scottish Highlands, Northern Ireland and the British Isles as well as orders requiring a special delivery service take additional time. You will be advised when to expect delivery at the time of quotation.
Standard and Express delivery orders are delivered Monday to Friday between 8am and 6pm.
Who will deliver my order?
Orders are shipped using couriers such as DPD, TNT, DHL, UK Mail, ParcelForce or DX depending on the type and size of product. We may also use specialist delivery services for items such as furniture or large projection screens and touch screens.
Can I track my delivery online?
Most orders are shipped using a trackable delivery service. If you haven’t received an email with tracking details, please contact us by email and we will provide them as soon as possible.
Please note some couriers do not provide online tracking. If you require an update on a non-trackable order, please email or call us and we will check with the courier for you.
Can you tell me what time my order will be delivered?
Some couriers such as DPD and UK Mail will provide a time window for their arrival on the day of delivery. They may contact you directly to advise of the time, or it may be available online using your tracking details.
Other couriers such as TNT or UPS do not provide a time window so we are unfortunately unable to provide one and you should ensure someone is available at your address on the day of delivery between 9am and 6pm.
I may not be at the address when the courier try to deliver, do I have to be present?
The packages need to be checked for any visible damage and the courier is required to obtain a signature on delivery, so an authorised person will need to be available at the address. If no one is available on delivery, the courier will leave a notice card to allow you to rearrange it or collect your parcel from your local depot.
For security reasons we do not request that couriers leave the parcel with a neighbour or in a safe place.
If an adult is not normally at the address on weekdays between 8am and 6pm, you may be able to have your order delivered to a different address such as a work or a friend's address for example. Alternative addresses will need to be entered at the time of order as we are not able to change the delivery address on an order after it has been placed for security reasons.
I ordered several products but I’ve only received part of my order, can you help?
Products can be shipped from different warehouses and/or be shipped using different couriers depending on their size and weight so your order may be delivered in several shipments.
My order arrived damaged/faulty, what should I do?
Products and their packaging need to be checked for visible damage before accepting the delivery. If there is visible damage on delivery, please refuse the product and inform us immediately.
You can find more information about what to do about damaged or faulty items on our Returns page.
I have a complaint, what should I do?
We always try our best to make our customers happy so in the unlikely event that you are unhappy about any aspect of your purchase please contact us as soon as possible and we will be happy to assist you.
If you are unsatisfied with our response, you have the right to submit a complain to the Online Dispute Resolution service available at http://ec.europa.eu/consumers/odr/