eNotes
Orders - Frequently Asked Questions
Contents1. Can I call Ebuyer.com to place an order ?
2. What payment methods do you accept?
3. Do you accept Amex ?
4. Can I pay for my order by Cash / Cheque ?
5. When will my order ship ?
6. I am a local customer, can I collect my order from your warehouse ?
7. When do you take payment for my order ?
8. My order is due for delivery tomorrow but is still showing as pick in progress. Will I still receive my order on time ?
9. My order is overdue, when will I receive it ?
10. Can I have my first order delivered to an alternate address ?
11. Why must my first order be delivered to my card billing address ?
12. Which courier do you use ?
13. How do your delivery methods work ?
14. What delivery methods are available ?
15. I am at work all week and no one will be home to receive my order, what do you suggest ?
1. Can I call Ebuyer.com to place an order ?
Our website has been designed so that any assistance that you need to place an order can be found on the site itself. This enables us to reduce our support staff overhead and therefore pass those savings on to you. If however you require support or product information we have a Pre–Sales Team available to provide product support and take your order over the phone.
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2. What payment methods do you accept?
We currently accept Visa / MasterCard / Switch, Solo and VISA Electron cards.
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3. Do you accept Amex ?
No.
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4. Can I pay for my order by Cash / Cheque ?
Unfortunately, we do not accept cash transactions. If your order is £5000 or more we are able to process payment by cheque, please call our Pre–Sales team on 0872 111 22 22.
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5. When will my order ship ?
We use UPS and Parcel Force as our main couriers as they provide a next day service to our customers. This means that your order will be shipped out from our warehouse on the day before delivery. At this stage a consignment number will be allocated which is the tracking number for your delivery.
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6. I am a local customer, can I collect my order from your warehouse ?
For security reasons, it is not possible for you to collect your order direct from our warehouse. All orders must be shipped from our warehouse and delivered direct to your door by our chosen courier service.
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7. When do you take payment for my order ?
We will not charge your card until all security checks have been cleared and everything is in stock on your order. Once payment has been taken from your card you will receive an order confirmation email and you can expect to receive the order within your chosen delivery timeframe.
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8. My order is due for delivery tomorrow but is still showing as pick in progress. Will I still receive my order on time ?
Due to high order volumes, our Warehouse team work to strict deadlines and most orders are shipped one day before they are due to arrive with the customer, regardless of the delivery method chosen at checkout. We ship orders right up until 9pm. Therefore, if your order is showing as "Pick in Progress" the day before it is due then this is perfectly normal and we would advise you to wait until after this time before contacting our Support team.
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9. My order is overdue, when will I receive it ?
We very much regret that we have not met your expected delivery date on this occasion. At Ebuyer we aim to meet or beat our customer’s expectations. On rare occasions, where we exceed our shipping capacity a small number of orders may be held behind in our warehouse. Rest assured that any orders that are delayed will be upgraded to a Priority express service and shipped immediately the following day to be with you the next business day.
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10. Can I have my first order delivered to an alternate address ?
It is Ebuyer policy, that for a customer’s first order, the goods have to be dispatched and signed for at the card billing address, by the consignee. If this is not possible, then a collection from the depot is available when valid ID is produced alongside the courier card and proof of address. We adopt this policy to cut down on fraud and potential chargeback’s. Once it has been proved that a customer is valid at the address they registered with and they have proof of this, then we can dispatch goods to another address on the second and subsequent orders.
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11. Why must my first order be delivered to my card billing address ?
We adopt this policy to help prevent credit card fraud on the Internet. Once it has been verified that you are valid at the address you have registered with then we may dispatch goods to another address on the second and subsequent orders.
These procedures are in place to protect you from credit card fraud as I am sure you know the UK has one of the worst records for this. The problem with internet shopping is that we do not see the customer or obtain the customers signature ourselves so we need to know it is you alone ordering with your credit card. By delivering to the billing address on first orders this ensures that your card is not being used fraudulently.
We ask this, not only to protect ourselves as a company, but to protect you as the card holder.
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12. Which courier do you use ?
We use UPS, Parcel Force link and Royal Mail. Occasionally other delivery companies will be used for the purposes of shipping to Northern Ireland and Eire or the Channel Islands.
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13. How do your delivery methods work ?
All of our delivery dates are provided based upon our ability to ship the order to you on time. As indicated by the delivery method descriptions Priority Service Orders receive priority in our order of despatching your items, then Standard and then Super Saver.
You may see from time to time that Priority / Standard and Super Saver deliver by dates change, this change is driven by demand and the capacity of our despatch team. The date is only amended so that you can see when your order will be delivered to you by, if at the point of checkout you feel that the date given will not get the goods to you on time then you can decide at that point whether or not to proceed with checkout.
We feel that in the interests of Customer Service this is a better way of setting your expectation rather than letting you down on the actual delivery date.
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14. What delivery methods are available ?
All delivery methods are now based on weight as well as net order value.
Please view our delivery pricing structure for details at this link.
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15. I am at work all week and no one will be home to receive my order, what do you suggest ?
Unfortunately, if you are not at home when our couriers attempt to deliver your order then you will be left a courier card. You will need to contact the number on the card to arrange a more convenient delivery time, or collection from your nearest branch if required. Alternatively, you may contact us to request that your order be upgraded to a Saturday delivery, which will incur a fee of £9.99 ex. VAT. You may also request your order redirected, as long as this is not your first order. This service is available at a £10.00 inc. VAT charge.
Please note; second and consecutive orders can be requested delivered to alternative addresses inside of the UK boundaries once the first order has been delivered.
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