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We do of course welcome customers calling us about orders and other concerns, but in order to maintain our low prices, we need to minimise the amount of questions that we have to answer by telephone. Please read the following Frequently Asked Questions before you call us.
Delivery:
Q: How much will delivery cost for my order?
Q: Has my order been despatched?
A: We normally despatch every order within the deilvery time shown on the product page; if there is a delay with your order we will contact you directly. Please also check your emails, as a despatch notification will have been sent to the email address you supplied when registering with us. Where available, a tracking number will be provided - please use this before calling as we do not have access to any other information.
Q: How Long will delivery take?
A: Standard delivery time on all orders is stated on the product page. Please note that this does not include weekends or Bank Holidays. For special order items and custom made products please allow for a longer delivery time.
Q: What time will my order arrive?
A: Our couriers deliver between 8:00 am and 17:00 pm. Royal Mail may be delivered with your normal post, or at any time if the item is larger. We are unable to specify an exact delivery time.
Q: What happens if I am unavailable when the delivery driver calls?
A: A card will be left and another delivery attempted the next working day. Royal Mail deliveries that won't fit through your letterbox will be available to collect from your local Post Office.
Q: I would like to add delivery instructions for the driver, how do I do this?
A: Please leave a signed note with instructions where the driver will see it.
Q: Do you ship outside of Mainland UK?
A: We only ship to Mainland UK, this does not include Ireland, Northern Ireland, Highlands / Islands of Scotland, Isle of Man, Isle of Wight, Jersey, Guernsey, or PO Box Numbers.
Items on our website:
Q: Is this item in stock?
A: If the item is active on our website then the item is either in stock at our warehouse or available from our suppliers. In the unlikely event that there is a problem with an item you have ordered, we will contact you directly.
Q: Can you tell me more about a particular item?
A: The detailed descriptions on each item page are provided by the manufacturer. We do not have access to any extra information relating to specific products other than what is displayed on our website. Should you have a specific enquiry, please contact the manufacturer of the product directly or try a Google search for your question.
Q: Will this item be compatible with my LCD / Plasma TV / Projector?
A: For LCD and Plasma screens please use our screen compatibility checker, which is to the right of the image on the product page. If you are unable to find your model of TV in the list, please take the time to ascertain your exact model number and VESA mounting size before contacting us. If a product is listed as universal and is able to accommodate your screen size, then it will be compatible with your TV guaranteed. Universal projector mounts are compatible with all projectors provided they are able to accommodate the appropriate weight.
Q: Are the items you sell new?
A: Yes, all items are brand new, direct from the manufacturer; they are no different to items you would buy in the high street or from other Internet retailers.
Q: Is there a difference in price if I place an order by telephone?
A: We encourage all customers to register with us online, this will enable you to track the status or your order and receive automated email notices regarding despatch and delivery. There are no discounts for ordering on the telephone. We also provide a 100% guarantee against internet fraud, we process all orders using military grade encryption and it is impossible for someone to obtain your credit / debit card information.
Returns:
Q: I have ordered the wrong size / specification / colour, the item is not compatible with my TV or projector, I have ordered the item in error, I have made a duplicate purchase. How do I return the item to you?
A: We do not accept telephone enquiries regarding returns. Please email returns@chaseavdirect.co.uk for all returns enquiries. Please include your order number and reason for return in all email correspondence.
Q: My item is faulty and within the manufacturer's warranty period. How do I return the item to you?
A: We do not accept telephone enquiries regarding returns. Please email returns@chaseavdirect.co.uk for all returns enquiries. Please include your order number and reason for return in all email correspondence.
Q: My item arrived damaged / with parts missing. What do I do next?
A: We do not accept telephone enquiries regarding returns. Please email returns@chaseavdirect.co.uk for all returns enquiries. Please include your order number and reason for return in all email correspondence.
Q: Has my order been refunded yet?
A: Please note that we have 30 days from the date of ordering to issue refunds. Usually refunds are issued within 7 working days of the item arriving with our returns department. Should you have an enquiry regarding an item you have returned, please email returns@chaseavdirect.co.uk. We do not accept enquiries by phone regarding refunds.
