Customer Services

Welcome to BuyDirect4U Customer services. We are here to help you no matter what your query.


Frequently Asked Questions

Payment & Checkout

•  How can I obtain a VAT/Tax invoice?

If you require a VAT/tax invoice, please contact us here along with your original order number and we will forward a copy on to you.

•  How do I pay for my item online?

At BuyDirect4U we accept most major credit and debit cards (except American Express) as well as Pay Pal. If you are having problems making a payment online, Please contact us here. 

 

Delivery & Shipping

•  How long will my goods take to be delivered?

All of our products are dispatched on a standard UK delivery service within 2 business days of receiving order confirmation and payment clearing. After this time, goods are usually delivered within 3-5 working days. Delivery is between 8am and 6pm.  Next working day delivery is available at the checkout once your delivery address has been entered. This will produce a delivery charge which is dependant on the item. With large items, delivery will be arranged with a pallet company contacting you to arrange a convenient date for delivery as this will be kerb side delivery.

•  Can I track my order?

Yes, we automatically send you an email to your registered email with tracking information once your order has been dispatched.  (Not applicable for Royal Mail & Pallet services currently)

•  It’s been over a week since I placed my order, where is my item?

If you would like to trace the whereabouts of your item, please feel free to contact us here. We will be able to find tracking information to locate it for you. Unfortunately smaller items, which are sent via Royal Mail 48  do not have tracking information, however they should arrive within two working days from dispatch, but please allow a little longer. We would always recommend checking with your neighbours or local post office before contacting us just in case they have signed for the goods on your behalf.

•  Can I collect my item?

Yes, collections are possible.  You will be able to select the option ‘Customer Collection from Warehouse’ at the checkout once you have input all of the delivery address information.  Your order will then be available for collection the following working day from our Outlet Shop.  You will receive an email confirmation of when your order is ready to collect, orders will be available for collection from the following address;

BuyDirect4U Outlet Shop
North Road
Loughborough
Leicestershire
LE11 1QJ

The Outlet Shop is open for collections Monday to Friday between 07:00 and 15:00, collections can be made between 15:00 and 17:00 by prior arrangement only.

It is not possible to pay for your item upon arrival, all orders have to placed online before they can be collected.

•  Can I get next day delivery?

Orders for next working day delivery have to be placed before 13:00 BST.  Please note, Saturday and Sunday and Bank Holidays are not classed as working days.  Orders placed before 13:00 BST on a Friday would be dispatched that afternoon for delivery on the Monday of the following week.  Orders place after 13:00 BST on a Friday (including on a Saturday and Sunday) would be dispatched on the following Monday for delivery on the Tuesday.  The cost of the next day delivery service is calculated at the check out once you input all of your delivery address information.

•  Do you ship outside of the UK?

Yes we ship all over Mainland Europe, once at Checkout, enter your country for an accurate price for delivery of your item.

•  Is there anywhere you are not able to ship to?

Unfortunately, we are unable to ship to BFPO and PO BOX addresses. We also cannot ship to any islands off Mainland Europe such as Malta or Cyprus.

•  Can I make changes to my order?

It is still possible to make amendments to an order up to 24hours after the order has been placed, however the sooner you contact us the better. To make changes to your order please contact us here as soon as possible.

Please be aware that if you have placed an order that is due to be shipped on a ‘next day’ delivery service, we will need to be contacted within an hour to make any alterations.

If we are unable to prevent your order from going through the dispatch process we will not be able to make any changes at this point and your item will be shipped accordingly. Under, these circumstances you will be to return the goods by using the returns process mentioned below.

•  What happens if I am not at home at the time of delivery?

If you are not home at the time of delivery a calling card will be left by the carrier to let you know where your parcel has been taken to. This may either be at your local depot or post office, couriers including Yodel, Hermes, DX and Pallex will re-attempt delivery.

Royal Mail and Yodel items can be delivered anytime between 8.00am and 6pm. Yodel and DX items will need signing for. Large, palatalised goods will be delivered on the date that has been previously booked in with courier and due to the high value of these items  will require a signature and cannot be left.

•  My item has been delivered to me damaged, what do I do?

On the rare occasion that an item is delivered damaged, we would firstly recommend that you contact us here and send us a series of photographs by email highlighting both the damage to the product and the packaging. This will enable us to launch a claim against the courier company in question. Our damages department will then assess the level of damage and offer you a suitable solution. Our customer service team will contact you with all the available options. All of our items go through quality control before being dispatched from our warehouse.

 

Returns & Refunds

•  How do I cancel my order?

To cancel an order you will need to contact us here as soon as possible so we can stop the order from being dispatched.

If an item is shipped before the cancellation is made we can contact the couriers in order to have this returned, if delivery of the item is accepted and signed for there will be a charge incurred in order to have this returned.

For small Royal Mail items please send these back to our business address as soon as possible. You will be refunded in full once this arrives back with us however; you will not be refunded postage costs.

For medium items sent via courier, you will need to reject the item at the time of delivery and the goods will then be automatically returned to us. Once the item arrives back at our warehouse, you will be refunded the order total.

For large items, shipped on a palatalised delivery service, we will contact the courier directly to request an immediate return. Once this is delivered back to our warehouse, we will refund the order total.

•  The item I have received is no longer required, how do I go about returning this?

We are 100% committed to selling high-quality products we hope you’ll enjoy using but we also understand  that there may be a time when you need to exchange or return something you’ve bought from us.  Please keep your receipt or order number safe (which can be found on your order confirmation email) as this may be needed as proof of purchase in the event of any after-sales queries. Goods must be returned to us within our 30 day returns policy either by yourself or a courier collection can be arranged for you which will be charged.  If you have any further queries, please feel free to contact us here.

•  My item is faulty, what can you do to help?

If your item happens to become faulty please contact us here within 12 months of purchase if a fault occurs and we can see if this comes under the manufacturers warranty. Please send us photographs highlighting the fault where possible. Please include an in depth description of the problem so we can pass this on to our manufacturers and technical team for support. The fault will be diagnosed as quickly and as efficiently as possible in order to provide a suitable solution.

•  How do I leave a review?

Via trustpilot on our site, trustpilot is a review-driven community connecting online consumers with the companies they buy from.

•  How do I make a complaint?

We’re committed to selling high quality products and providing excellent customer service. If for any reason something does go wrong please contact us here as we would like the opportunity to try and put it right.

•  How long do I have to return a product?

If an item is unwanted you are able to return this under our 30 day returns period. Please contact us to agree return of the items.

•  When will I be refunded?

Once your item is returned to our warehouse your refund will be issued, please allow up to three working days for this to enter your account.

•  I have deleted my email what do I do?

If you have accidentally deleted your email with the tracking information and confirmation please contact us here and we will resend your information.


If you still have any unanswered questions feel free to contact our customer services team here
Our Address BuyDirect4U, North Road, Loughborough, Leicestershire, LE11 1QJ