FAQ
Please see below for a list of the most commonly asked questions.
Q: Where can I ask for assistance?
If you are seeking assistance for any of our products; feel
free to email sales@er2u.co.uk or call us anytime on 01507 66 55 63.
We also offer support via written letter. Our address details can be found on the contact page here.
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Q: How secure is it buying from your website?
To the average computer user, Shopping online can seem risky! Where do my Credit Card details go? What happens if they go missing?
To keep your mind at rest, we use the latest 128bit SSL encryption to cover your data. Anything sent between you and our website
is completely secure. When entering your card details, simply look for the little "padlock" symbol in the bottom right hand
corner of your screen. This tells you that the SSL is working and your Data is secure.
If you're still unsure, or you simply don't want to enter your details online, Give us a call anytime on 01507 66 55 63 and
we'll be happy to take your order over the phone.
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Q: What if I don"t like the item when it arrives?
In accordance with the Distance Selling Act (http://www.hmso.gov.uk/si/si2000/20002334.htm),
we offer you the option to return your item within 14 days of purchase.
For step by step instructions on how to return an item, please download our returns
letter HERE
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Q: Will I get any confirmation when I place an order?
Certainly; As soon as your payment is confirmed; we will send you an email detailing your order details, and the total amount you have spent.
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Q: Do you release any Information about customers to any one else?
Never. Your data is kept 100% secure and will never be sold or distributed in anyway to any 3rd party companies.
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Q: How does your delivery service work?
Orders placed before 3pm on a working day will be processed the same day; and delivered in accordance with your chosen delivery
option. A working day is any other day except Saturday"s, Sunday"s and Bank Holiday"s. The "Next Day" option will be delivered
the following working day. The "Standard" delivery option can vary between 1-5 days.
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Q: Can you ship my order to a seperate address?
A. We can indeed. We can only do this for orders placed through the website. When paying for an item; if a separate delivery address
is required; you will be taken through the 3D secure section of our website. This will identify you as the card holder to your billing
address.
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Q: Can I ask for a specific Delivery Time?
Due to delivery being made by a 3rd party; we are unable to offer any percific timed deliveries. We can offer a "before 12", "before
10am", and a "before 9am" service. To make an enquiry regarding any of these services; please call us on 01507 66 55 63
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Q: What do I do if my item arrives damaged?
It is your responsibility to check all items received by the courier. If any boxes appear damaged or appear to have been opened; please
write the details on the courier sheet. If you fail to sign as receiving a damaged item(s), we may not be able to replace them; as
we will not be able to claim anything back from the couriers.
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Q: How soon do I need to let you know about damaged/incorrect/missing items?
All item issues must be reported within 48 hours of delivery.
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Q: What happens if my order does not arrive?
We can not accept liability for any items not delivered if we are not informed within five days of the expected delivery date.
Please call us as soon as possible on 01507 66 55 63 if you believe your delivery should have arrived.
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Q: How much is delivery on more than one item?
We offer free delivery on every single product we sell, regardless of how many you buy!
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Q: How do I return a faulty product?
In the unlikely event that you receive a damaged or faulty item, please call us immediately on 01507 66 55 63. Alternatively for step
by step instructions on how to return an item, please download our returns letter HERE
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Q: How long does it take to action a returned product?
Once your item has been received and checked by our warehouse staff, you will be contacted to let you know when your refund should
appear in your account. Typically, this process will take no longer then 10 working days, however; this time may increase due to
circumstances beyond our control.
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Q: Items Becoming Faulty within the Warranty Period
Should your purchase become faulty after the initial 30 day period from receipt, but within the warranty period, you are entitled to either
have the item repaired or at our discretion replaced.
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Q: What happens if I forget to put the Order ID number on the parcel?
If we receive a parcel and there is no Order ID number written on the returns form; it is likely to cause a
delay in getting your refund processed. To obtain your Order ID number; please check your original order confirmation email, or call us on 01507 66 55 63.
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Q: The item I have received is incorrect, who should I contact?
If you have received the wrong item; please contact us immediately on 01507 66 55 63 at which point we will arrange to have it swapped.
Shipping incorrect items is not something that happens often but during our most busy spells; some mistakes may be made.
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