Other Help Topics
First Time Visitors
Welcome to our Help pages.
At Ebuyer we are committed to helping you find the right products, quality and service at the lowest possible price.
Ebuyer UK Ltd. is committed to respecting your privacy. In general, you can visit Ebuyer without revealing any information about yourself. We do collect information regarding visitors to our web site. Some information is required in order to process orders, for example. We analyse this data for trends and statistics to help us provide you with a better service.
Ebuyer Holdings Limited pride ourselves on our reputation for acting fairly and ethically wherever we do business. Our reputation is built on our values as a company, the values of our employees and our collective commitment to acting with integrity throughout our organisation
Ebuyer Holdings Limited does not tolerate any form of bribery and will strive to ensure we meet our obligations under the Bribery Act 2010 as a minimum standard. We are committed to the prevention, detection and elimination of all forms of bribery.
Ebuyer Holdings Limited has adopted a formal Anti-Bribery Policy which sets out the framework for the prevention, detection and elimination of bribery in the conduct of its business.
Ebuyer Holdings Limited's principles and guidance to prevent, detect and eliminate bribery are set out in the Anti-Bribery Policy
The Anti-Bribery policy applies to all employees within Ebuyer Holdings Limited, including those permanently employed by Ebuyer Holdings Limited, temporary or agency staff.
Ebuyer Holdings also expects its suppliers and subcontractors to follow its Policy or equivalent policies of their own.
Ebuyer Holdings Limited will not do business with third parties which fail to demonstrate that they conduct their business in accordance with this Policy or equivalent policies of their own.
In order to process your order, we require your name, billing address, phone number, email address and credit card information. We use this information to process your order and, if any questions should arise, to contact you about your order.
If we need to contact you, we will contact you via email first. If unsuccessful (or time is critical), we will try to contact you by phone.
By agreeing to our Terms and & Conditions you agree to receive order confirmation, dispatch notifications and discount/voucher offers via email. You may however unsubscribe at any time.
There are times when we may request additional information from you, for example for security checks. When additional information is requested, we will try to let you know at the time of collection how we intend to use the personal information you provide, such as respond to your inquiry, accept an order, conduct a survey or allow you to access specific information such as account information, etc. We do our best to maintain the accuracy of any personal information you do supply to us.
If you are purchasing any apparatus which (either alone or in association with other apparatus), is capable of receiving any television programme service (this does not include computer apparatus), please note that the Wireless Telegraphy Act (1967) requires us to notify the TV Licensing Authority within 28 days of each transaction, giving full details of the buyer.
You can help Ebuyer update and maintain the accuracy of any personal information you supply by using the account profile pages or notifying Ebuyer of any changes to your address, title, phone number or e-mail address.
If you need to find more information on specific support related issues then please use the information links below:
I looked at a product a few moments ago, when I went back in to double check the availability the price had increased. Why has this happened?
All of our prices and stock availability information are displayed in real time, therefore whenever there is a price change the new information is immediately reflected on our website. Our system has been written in this way so that we can provide you with the correct information prior to you purchasing.
How does your product search work, it seems quite a lot different to search engines I’ve used in the past?
Our product search engine is one of the most advanced around, it lets you search on a single field manufacturer name or on multiple fields. By searching in this way you should be able to find the product that you are looking for faster and easier.
How are you able to offer your prices far more competitively than your competition?
Due to our streamlined business model and levels of automation we are able to greatly reduce the costs of our business, this allows us to run our business more efficiently and pass the savings on to you.
If I want to buy something from Ebuyer.com, is my credit card number safe from hackers?
During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them.
How secure is buying over the web / I’ve heard horror stories about other Internet companies?
If we look at the security issue first, when you type your credit/switch card number into our site, our web site is in secure mode. This means that the information you type in will be encoded and our server decodes it. Anyone “listening” to traffic en route will not be able to make sense of your number. Our system, known as the “Secure Socket Layer”, works an is used by every trading web company. You will be able to tell if you are in secure mode when a little padlock appears at the bottom right of your screen.
If you are a UK resident using a UK issued card for a transaction over £100, you are automatically protected by Section 75 of the Consumer Credit Act 1974. This means that if a trader fraudulently charges your card for something that you did not order then the credit card company is equally liable for the debt. Therefore, the credit card company would refund you for the fraudulent charge while making the corresponding charge directly to us. Given the above, if your enter your card details into a secure internet site it is much safer than giving them over an unsecured telephone line.
Once you have my email address and personal home/business address, is it your standard practise to send unsolicited mail?
At Ebuyer.com we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore, once your data is with us. We will not pass it on to any other companies.
If I place an order with Ebuyer.com will it all be dispatched together or in bits and pieces?
Any order that you place with us will be dispatched together, if you are in need of an item before others on the same order then you should separate the order. Only when all items are in stock will your order be despatched.
How can I pay for my order?
We currently accept Visa/Visa Electron/Mastercard/Solo/Debit and Switch. We do not accept Amex or credit cards issued outside of the UK. Additionally for trade customers, we accept cheques for orders over the value of £5000 (ex VAT). Please make all cheques payable to:
Ebuyer UK Ltd.
Ebuyer (UK) Ltd
Can you ship my order to my work address?
When you place your first order with us, we can only ship it to your credit card billing address, i.e. the address that your bank has you registered at. On your second and subsequent orders you can specify an alternative address. By specifying an alternative address it may delay your order by 24 hours due to the security checks that we need to perform before despatching your order.
Can I call Ebuyer.com to place an order?
No, all orders can be placed and queries resolved successfully via our website. You can call our Customer Support Team for support purposes and order status queries. Our website has been designed so that any assistance you need to place an order can be found on our website, which has enabled us to reduce our support staff overheads and therefore pass those savings on to you. However we are happy to support you wherever needed.
If I’ve placed an order on your site, am I able to amend it later?
If your order has already started to be processed then you will not be able to amend your order. We start work on your order the minute you hit the checkout button, therefore amendments may not always be possible.
If I have a problem with a product that I have ordered from you, how do I get help?
You can use our online returns process which allows you to send a request directly to our Technical/Returns Team, where you should receive a response within 12 business hours.
What shipping options are available to me?
Depending on your location we can generally ship to you next working day. If you are ordering from Northern Ireland or the north of Scotland then your order could take up to 3 working days. Unfortunately we do not offer a delivery service to EIRE.
How do I track my open order(s)?
If you go to the Account section you will find any orders that have not yet been dispatched with a status linked to it. Once an order has been dispatched it will show the invoice number and courier consignment number. When you have the consignment number you can go to our shipping support page and track your order from there.
How do I view my past orders?
You can view your order history by going to the Account section. Here you will see your orders in invoice number order. By selecting an invoice, you can see what items were on the orders and who ordered them.
I sent a product back for replacement. How long will it take until I get my replacement?
You should receive a replacement or credit within 10 working days. You can track the RMA through the online returns section.
I placed an order two days ago for three day delivery yet your site still shows "Awaiting dispatch". When am I likely to receive my order?
If you place your order on a Monday (before 3:00pm) our obligation is to get the order to you by the Thursday providing that all items are in stock. If on the Wednesday your order still states “Awaiting Dispatch” then we will simply ship it on a next day service so that you will still receive your order on time.
If I am not at home when the couriers try and deliver my order what happens to it?
If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first) Identification will be required on request.
My order has been awaiting dispatch for over three days now, what should I do?
There maybe a problem with one or more of the items on your order. Please contact our Customer Support Team as soon as possible and we will investigate any hold up with the order and advise you on the best way to rectify the issue.
If I place an order over the weekend when can I expect to receive it?
If you place an order over the weekend before 6pm on Sunday, for a next day service, you can expect to receive it on Monday. If you place an order after 6pm Sunday on next day service, you can expect your delivery on Tuesday.
Once my order has been dispatched can I request it to be redirected somewhere else?
Assuming that it is not your first order then you may request your goods to be redirected to an alternate shipping address. In order to arrange the redirection then please contact our Customer Support Team. Please note that a charge may be applied for this service.
Can you specify a timed delivery?
Unfortunately we cannot currently specify a timed delivery and all orders are usually delivered between 9am and 6pm Mon-Fri. However you may contact the couriers once the order has been dispatched and ask them for an approximate delivery time, but there are no guarantees.
If I place an order and something is out of stock what happens to the rest of my order?
Unfortunately if something is out of stock on your order then we will not dispatch any of your order until everything is in stock. If however an item has been showing out of stock longer than the quoted lead time on our site then please contact our Customer Support Team and we check the availability of this item for you. In general the best solution is to cancel the out of stock item(s) off the order so the rest of the order can be dispatched, or alternatively you may choose to wait for all of the items to arrive in stock before the order is dispatched.
When do you take payment for my order?
We do not charge debit / credit cards until the order is ready to be shipped. All orders that are placed will only be charged when the goods are ready to be dispatched and relevant security checks have been lifted. Your order will only be processed once authorisation of your credit/debit card has been properly received. Please note, although unlikely, it is possible there could be a slight delay on orders that are passed for a security check.
I have just received my order but there is no VAT invoice?
You can view / print all VAT invoices online. Just click on Account, Orders, and then Ledger to view the invoices online.
What is the time limitation for Notification of Claims?
Damage in transit: If goods arrive in a damaged condition you must make a note on the courier’s delivery consignment note and it will be your responsibility to inform us within two days of delivery.
Shortages: It is your responsibility to sign for the correct number of packages as shown on the courier’s delivery consignment note. Any shortages must be noted on the consignment note and it will be your responsibility to notify us within two days of delivery.
Incorrect Goods: It is your responsibility to notify us of any incorrect goods supplied immediately from delivery and we will advise you of the correct procedure for rectifying this.
Non-Deliveries: We will not accept liability for goods lost in transit unless we are notified within ten days of the expected delivery date.
What are the Customer Support opening hours?
We are open Mon-Fri 9am until 6pm. Unfortunately we do not work Saturdays, Sundays or bank holidays. If you need to contact us outside our opening hours then please use eNotes.
What happens if I am unable to check the contents of my goods at point of delivery?
If you are unable to check the contents of the package at time of delivery please sign for the goods as “UNCHECKED”. Failure to do so may affect any warranty claims that you make thereafter.
I am having problems logging into the website, what should I do?
Please visit the login problems page.
I have been sent the wrong item, how do I report this?
In the rare event that you have been sent the incorrect item then please use our returns online service to report this discrepancy to us. On receipt of your RMA request we will issue you with an RMA number to return the wrong item back to us. The RMA will be given special priority and you can expect to receive the correct item within 48 hours of its return to Ebuyer.
How do I return a product to Ebuyer for replacement / refund?
Please use our returns online service to return the item. To access returns online click on Account > Returns. Simply follow the online instructions.
I received an order confirmation but my order has now been converted to a quote, why is this?
The order may have been converted to a quote for one of the following reasons:
- Incorrect billing address supplied
- Payment declined / incorrect card details supplied
- No fax authorisation to ship to alternate address
- Items out of stock / discontinued
What happens if my order is dispatched and I cannot take receipt of it, for reasons beyond my control?
The couriers will hold the goods for up to five days before returning the goods back to us. If you are able to contact either Ebuyer or the couriers, arrangements can be made for the order to be held at your local depot until you are available to collect.
What happens if I receive my order and it is damaged, or there are items missing?
This must be reported to Ebuyer as soon as possible and we will take the appropriate action.
What happens if the courier confirms that they have lost my parcel?
This must be reported to us straight away. We can then take this matter up with the couriers, so that they can investigate this matter.
What happens if I don’t receive my order and I placed it on a Next Day delivery?
If your order is not received on a next day delivery, you must report this to us and we will investigate the reason for this with the couriers.