Parts missing from order received today* or incorrect or faulty

* Do not delay in reporting a problem as delays can greatly reduce the chance of a satisfactory outcome.

Please read these notes carefully. They don't cover every eventuality but they might cover yours.

• You want to report an item FAULTY, INCORRECT or MISSING from your order.

(If your message refers to an EBOOK or does NOT relate to a FAULTY, INCORRECT or MISSING item that you ordered from us, you are reading the wrong page. Please go back and select the correct category.)

Please DO NOT DELAY in telling us. Tracking an order is normally easy on the day it should have arrived. The more days you wait before reporting a problem, the longer it may take to find out what happened to your order!

SOMETHING MISSING?

If something is clearly missing (eg. wrong quantity) then we'll reply as soon as possible. If only part of your order has arrived, this may be because we have sent more than one parcel. Please wait for the other parcel(s) to arrive today. If they do not arrive today, please contact us tomorrow. If you are not certain whether something should have been included, please contact TECHNICAL.

NOTHING RECEIVED

If you have received nothing at all then you are looking at the wrong page. Please go back and select ORDER PROGRESS instead. This also applies if we've told you that an item is out of stock and is to follow (back ordered).

MISSING PACKAGE

If you paid the standard charge (currently £2.50) for UK First Class Post then you should check with your local UK Royal Mail Delivery Office to see if they have it. If they haven't then please confirm this fact with us and we will begin the claims procedure which will get up to £28 compensation from Royal Mail.

If you asked for a signed-for delivery method by Royal Mail then you should already have asked us for the tracking number. Enter this number on the Royal Mail web site to find your order status. Then contact your local Royal Mail Delivery Office and ask them to locate the package.

If you paid £7.50 or more for carrier delivery, we will determine the tracking number from the warehouse and ask them to locate the delivery.

If you are outside the UK then you should contact your local mail delivery office.

Please read the notes Click here.

PACKAGING DAMAGED

If the packaging is damaged you MUST NOT SIGN FOR IT until you have inspected the contents to ensure that nothing is missing or damaged. If you sign the acceptance sheet you take full responsibility. If something IS missing or damaged, DO NOT SIGN.

Please read the notes Click here.

SOMETHING FAULTY

If an item is obviously broken, damaged, or incorrect, please send us a Returns Request. If you are at all unsure whether it is broken, damaged or incorrect, please contact TECHNICAL first and include complete details. TECHNICAL normally have to authorise the return of a faulty or incorrect product because SALES have no way of checking it.

If an item is not visibly damaged but you think that it is not functioning as you expect, please read any technical notes that we have provided. These are often provided simply as a page link in our automatic reply. Such links are easily overlooked if you don't read our automatic reply carefully.

If you have checked an item to the best of your ability, please send full details to our TECHNICAL department who will decide whether the item is faulty or whether you have (for example) simply misunderstood its purpose. This DOES happen.

If you have any other question, please read our useful Help pages (FAQs) then, if necessary, ask Technical instead. Unfortunately, SALES can not reply to TECHNICAL questions about products as we do not have the expertise.