Customer Services

Welcome to BuyDirect4U Customer services. We are hear 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 email your request to customerservices@buydirect4u.co.uk 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 by e-mailing customerservices@buydirect4u.co.uk

 

Delivery & Shipping

•  How long will my goods take to be delivered?

All of our products are dispatched on a standard UK delivery service (Unless you select next day) 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. With large items, delivery will be arranged with the pallet company contacting you to arrange a convenient delivery time.

•  Can I track my order?

Yes, we automatically send you an email to your registered email with tracking information once you’ve placed your order. (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 email us at customerservices@buydirect4u.co.uk 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 check out 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.  If you are wishing to collect an item, we would reccommend contacting our Customer Services Team via email (customerservices@buydirect4u.co.uk) so that we can get it arranged for you.

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 09:00 and 17:00 and on Saturdays between 09:00 and 13:00.

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 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 Europe, once at Checkout, enter your country for an accurate price for 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 as soon as possible by e-mailing customerservices@buydirect4u.co.uk

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.

Royal Mail and Yodel items can be delivered anytime between 8.00am and 6pm. Yodel items will need signing for. Large, palletised 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 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 as soon as possible so we can stop the order from being dispatched.

If an item is shipped before the cancellation is made, there will be a charge incurred.

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 refunded postage costs.

For medium items sent via courier, you will need to reject the item at the time of delivery. The goods will then be automatically returned to us. Once the item arrives back at our warehouse, you will be refunded the order total minus a £10.00 cancellation fee.

For large items, shipped on a palletised 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 minus a £39.99 cancellation fee.

•  The item I have received isn’t as I expected, 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 make sure that you check your items thoroughly before they are used as we cannot accept a return once it is not in its original saleable condition. You will also be required to return the goods to us in their original, undamaged packaging. 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 21 day returns policy for a full refund. If you have any further queries, please feel free to email customer services at customerservices@buydirect4u.co.uk

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

If your item happens to become faulty, we provide a 12 months warranty period on all of our products against manufacturing faults. Please send us photographs by email to customerservices@buydirect4u.co.uk 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 whether this means sending out a replacement part or arranging for the return of the goods for repair or replacement.

•  How do I let you know my thoughts?

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 we would like the opportunity to try and put it right.

•  How long do I have to return a product?

You will have 30 days and a no quibble returns policy. Please contact us to agree return of the items.

•  When will I be refunded?

Refunds or exchanges will be made to you within 28 days of receipt of returned goods.

•  I have deleted my email what do I do?

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


If you still have any unanswered questions feel free to email our customer service team at – customerservices@buydirect4u.co.uk
Our Address BuyDirect4U, North Road, Loughborough, Leicestershire, LE11 1QJ