Frequently Asked Questions

1. Item images and descriptions

• The image you are showing doesn't look right.

2. Deliveries

• Who do you use for deliveries?
• Where do you deliver to?
• What if my item hasn't arrived when I expected it to?
• What happens on Bank Holiday Weekends?

3. Ordering

• Do your prices include VAT?
• What types of payment do you accept?
• Do you take telephone orders?

4. Your Account

• How do I create an account
• How do I change my password?
• What do I do if I've forgotten my password?
• How do I change my email address?
• Where's my stuff, how do I track my orders?

5. Terms and Conditions

• Where can I read your terms and conditions?

6. Site Access

• Which browsers does your site support?

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The image you are showing doesn't look right.

Q. The image of the charger/battery/stylus you show for my device doesn't look the same as mine. How do I know that you will send the correct connector/battery/screen protector/stylus for my device?

A. there are so many different types of device accessories listed on our website that we sometimes have to use generic images of items. These images are for illustration purposes only and you can be assured that if you order an accessory for your device we will send you the correct fitting item.

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Deliveries

Q. Who do you use for deliveries?

A. We use the Royal Mail to send our items unless the item is particularly heavy, in which case we will use a courier. Depending on the value of the goods delivered we may also send them Recorded, or Special Delivery.

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Q. Where do you deliver to?

A. United Kingdom this includes England, Scotland, Wales, Northern Ireland, the Isle of Wight, the Isle of Man, Channel Isles and all BFPO addresses. We also ship to the following countries - Andorra, Australia, Austria, Belgium, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Falkland Islands, Finland, France, Germany, Gibraltar, Greece, Greenland, Guernsey, Iceland, Ireland, Israel, Italy, Japan, Jersey, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, New Zealand, Norway, Poland, Portugal, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, USA, Vatican City.

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Q. What if my item hasn't arrived when I expected it to?

A. We send our items via First Class Royal Mail. Deliveries to the UK should arrive within 2-3 working days . The Royal Mail state that 90% of their First Class mail arrives the next day, but if yours doesn't they have the following advice:

Is it less than 4 working days since your mail should have arrived?

If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

Is it 4 to 10 days since your mail should have been delivered?

If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 14 days past since you item was posted to you?

The Royal Mail will now class your item as lost and we will either send you a replacement or give you a refund. Please send us an email, to customerservice@electroxpress.com stating your order reference number and confirming that you have never received the item. We will pursue the issue with the Royal Mail for compensation and your email will be used as evidence. We cannot refund or replace items that the Royal Mail has lost until 14 days have passed.

NOTE: Please make sure that your address details are entered correctly and accurately. We cannot be responsible for delivery problems caused by inadequate address details.

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Q. What happens on Bank Holiday Weekends?

A. Please allow additional time for your orders to arrive over the bank holiday. We suggest allowing an additional 2-3 days for your packages to arrive to allow for delays within the Mail.

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Ordering

Q. Do your prices include VAT?

A. All prices listed on the site include VAT (where appropriate).

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Q. What types of payment do you accept?

A. We accept payment by credit or debit cards including VISA electron, or PayPal. We do not accept payment by cheque or postal order.

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Q. Do you take telephone orders?

A. No. Unfortunately, we are unable to take telephone orders.

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Your Account

Q. How do I create an account?

A. Creating an account is not a checkout requirement however will speed up the checkout process next time you visit our web site.

To create an account click on the 'Register new account' in the right menu. You need to enter your details as required by the form. Once the form is filled in, click the register button. You will be redirected to your new account area.

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Q. How do I change my password?

A. First, logon to Your Account. You can do this by clicking on 'Login to my account' in the right menu. Enter your Email address and password, then click the Login button.

Within the 'My Account' area, click on 'Modify Account Settings' link, then enter your new password in the password field and confirm it again in the 'Confirm Password' field. Click save and your new password will be stored.

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Q. What do I do if I've forgotten my password?

If you have forgotten your password, you can click here, alternatively you can click on the 'Login to my account' link in the right menu, then follow the link called 'Forgot Your Password' within the login dialog box.

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Q. How do I change my Email address?

A. First, logon to Your Account. You can do this by clicking on 'Login to my account' in the right menu. Enter your Email address and password, then click the Login button.

Within the 'My Account' area, click on 'Modify Account Settings' link, then enter your new Email address in the Email address field. Click save and your new Email address will be stored.

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Q. Where's my stuff, how do I track my orders?

A. To enquire about an order, please Email us customerservices@electroxpress.com.

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Terms and Conditions

Q. Where can I read your Terms and Conditions?

A. You can see our Terms and Conditions by clicking here.

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Site Access.

Q. Which browsers does your site support?

A. If you have problems accessing secure areas of the our site please check your browser compatibility.

Your browser must be capable of supporting JavaScript and have cookies enabled.

For best results we recommend using Microsoft Internet Explorer v7.0/8.0, Chrome 1.0, Safari 3.0, Opera 10.0 or Firefox 3.01.