Help Home

Welcome to our Help pages.

Need assistance? We strive to offer the best service on the Net, and with this in mind you will find answers to some of our most Frequently Asked Questions (FAQs) below.

Help Topics

Below you’ll find a variety of topics to help you through your Ebuyer experience.

Contact Us

If you have any questions about Ebuyer, our products or services, or your order, you’ll find contact details here as well as FAQs, which may save you time and a telephone call.

First Time Visitors

If you are not familiar with ebuyer.com take a look at this page first, which aims to talk you through the ordering process and answer any of your questions.

My Account

You’ll find information here about your Ebuyer account and what options are available to you.

Login Problems

If you are having problems logging in to your Ebuyer account, take a look here and see if these steps will help.

Login Assistant

We can also help you log-in here with a few simple steps, even if you have forgotten your password.

Payment methods

You can pay for your Ebuyer goods using a variety of methods. Take a look here for more information.

Ordering

You’ll find everything you need to know about your Ebuyer order here, including the various stages your goods go through before reaching you.

Terms & Conditions

Find out about our terms and conditions here, whether you are making a personal or business purchase.

Delivery Tracking

Monitor every step of your order with this effective tracking service in conjunction with our couriers.

Delivery Information

Find out everything you need to know about our delivery options including the times and prices, our terms, the location of our warehouse and the couriers we use for deliveries.

eNotes

Contact Ebuyer easily without the need for email or telephone using eNotes. Read about our effective communication method here.

Returns

We hope our products will be satisfactory, but if you do have any problems, we talk you through the returns process, including a step-by-step video.

Free Recycling

We pride ourselves on our environmental policies and here you can read about our free recycling process.

Careers

Interested in joining one of the largest online electrical retailers in the UK? Think you can make a difference? Have a look at opportunities at Ebuyer here.

About Us

Find out all about Ebuyer, from the history of the company, to our products and various services available.

Press Centre

Take a look here for technology news and information about what Ebuyer has been up to.

General FAQ's

Information on Royal Mail deliveries

Certain items may be shipped via Royal Mail if the supersaver delivery option is selected. It will be highlighted at the time of checkout if the order will be shipped using Royal Mail. If the Royal Mail delivery is not delivered it can take up to 15 working days to resolve the delivery dispute. If you require the item to be shipped with UPS a different delivery option will need to be selected.

I need to return an item, how do I do this?

Returning an item to Ebuyer is a simple process. Simply log into Your Account and follow the on screen instructions.

How long will it take for my return to be processed?

Our aim is to process your return on the same day we receive the item in our warehouse The maximum length of time it may take will be 4 working days. You will receive confirmation emails when your Return has been processed. For an updated status of your Return click here

I have tried to raise a return request but your system tells me that I have to call someone else. Why is this?

In certain cases, manufacturers provide support direct to customers. They do this for many reasons, the main one being to ensure that customers receive the best possible support on their products. If we refer you to a manufacturer your Return will invariably be dealt with a lot quicker.

How long will my security checks take?

The security checks will be completed before the delivery date you have selected. You may notice your order status as "security checks" up to the day before the delivery date - this is normal and thanks to our advanced logistics system is nothing to be concerned with. We make every effort to meet the delivery date. You can track your order status at any time by clicking here

Why has my order converted into a quote?

When you place an order, it is processed through a series of security checks to ensure that the information entered is correct. If at the point of security checking problems are discovered the status of the order will be changed to "Quote". An email will be sent to make you aware of this change and you will need to check the details and place your order again.

Why does my first order have to be delivered to my Credit/Debit card billing address?

By delivering your first order to your billing address it enables us to complete the final stages of our security checks and also helps us offer you the service of delivering any subsequent orders to the address of your choice (within the UK).

My order is due for delivery today what time will it be delivered?

Your order will be delivered between the hours of 9am and 5.30pm, unless a delivery time was selected at the time of checkout. You can track the status of your order or delivery at any time by clicking here.

What happens to my order if I am not in when the courier attempts to deliver it?

If you are not in when our courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local depot. You then simply call them to arrange an alternative delivery date or to collect the parcel directly from your local depot, which they will be more than happy to help you with.

Why can't I log into my account?

If you are experiencing problems logging into your account first check that the email address, username and password you are using. You may also find it useful to refer to the information included in the "Welcome to Ebuyer" email you received when you registered with Ebuyer. If you have forgotten your password click here to be reminded.

What does 'Grade A' mean?

Grade A Goods are "Factory Reconditioned" to the Manufacturers original specification. All goods supplied are 30 day high street store (30 days) returned products. With grade A stock there is always a chance that there may be a minor cosmetic mark, Considering the price however these are considered to be very minor and will not affect performance of the product.

Why our Customer Support Team are unable to release information to non-account holders

As a commitment to our customers we ensure that your details are kept secure. We will only release information regarding an Ebuyer account to the account holder. When account information is requested we take each customer through a thorough security check.

Why can I not amend my order if I have placed it via Pay Pal or Google?

We are unable to make any amendments to the order (other than cancellations) due to our internal security policy. In addition to our policy Pay Pal and Google provide us with enough money to fulfill your initial order therefore no further payment can be taken for additional items or shipping costs.

TV FAQ's

My TV won't turn on

On some models there is an additional power button at the back of the TV. This will need to be ON as well as the normal power button.

My Freeview won't work

As the digital switchover hasn't yet been completed, some area's still may not benefit from Freeview. You can search for the reception you should expect by clicking here.

I have Freeview in my area but its still not working

If you live in an area that has good Freeview reception it is possible your aerial may not be compatible to receive a digital signal. Most local telecom companies can check this for you.

My remote lights up but the channel will not change

Check the batteries in your remote, a low battery voltage will light up the remote but the remote signal strength will be low.

My TV plays in a 4:3 setting with the DVD player

In setting change the auto picture setting to 16:4. If you need help in changing the setting please call our tech support team on 0871 5285191.

My TV turns itself off after a certain length off time

View the TV settings and ensure the sleep timer has been disabled. If you need help in changing the setting please call our tech support team on 0871 5285191.