The Specialtech.co.uk FAQ area is where you can find all the information you need!

1. What payment types do you accept? I cant see debit cards.
2. How do I place an order?
3. What is a CVV Number?
4. Why does my order keep being declined?
5. Do you ship to Europe?
6. My order was shown as Completed has now changed back to Queued or Processed - Why?
7. What are your Store Opening Times?
8. Pricing – Figures explained.
9. VAT.
10. Ordering details – What are those status codes?
11. I need an invoice for my order.
12. Shipping, how do I track my parcel?
13. I’ve missed my delivery and been carded, what do I do?
14. My order has shipped, but it has not arrived what do I do?
15. I have not received my order.
16. I have received some but not all of my order.
17. I have received duplicates in my order.
18. My goods are incorrect, faulty or have been damaged in transit.
19. My item looks to be lost in transit, what do I do?
20. What is the Specialtech.co.uk Postal Address?
21. Can I add an item to my order once its been placed?
22. I want to cancel my order, how do I do this?
23. How do I arrange cancellation and return of my goods under the Distance Selling Regulations?
24. Your telephone lines are busy and I need to speak to you, what should I do?
25. How long does it take to get a reply from the contact us form.
26. None of the above resolves my query. What do I do now?

What payment types do you accept, I can’t see debit cards?

We have to show the symbols at the bottom of our page due to Protx, however we accept all major debit and credit cards.

How do I order?

Easy, find the item that you want and click 'Buy it now' or 'Add to Cart' to add it to your shopping cart. When ready click 'Checkout' and follow the information on the form. Postage costs are shown after you have added items to the shopping basket.

What is a CVV Number?

CVV stands for Card Verification Value. The verification number is a 3-digit number printed on the back of your card. We CANNOT process your order without this information.

Why does my order keep being declined?

• Your card may have expired.
Contact us on 0871 423 6871 with the new card details.

• Card Details have changed.
Please check all your card details as sometimes it is just a wrong number, expiry date or an issue number missing.
Please Contact us on 0871 423 6871 with the card details to check.

• You may have inadequate funds in your account.
Please check with your bank, then inform us by the Contact us form.

• The bank may have carried out a random security test.
If you can see no reason for your card to have been declined it is likely that you will simply need to speak to your bank in order to clear the security test status that has been applied to your card. We strongly advise you to speak to your bank at your earliest opportunity.

Do you ship to Europe?

Yes! We ship to all EU countries and countries worldwide.

My order was shown as Completed but has now changed back to Queued or Processed - Why?

Very occasionally an error or an incident occurs at the point of dispatch which means the original dispatch is unlikely to reach you. If this is the case, rather than waiting the normal 14 day period for us to be sure that you will not receive the item we prefer to rollback your dispatch and process it again.

What are your Store Opening Times?

The phone lines are open as follows:

10.00am-5.00pm Monday - Friday
Saturday & Sunday – CLOSED

Please note we do not answer the phone as a priority as email is the preferred contact method and should always be used in the first instance. However we understand that people like to speak to a human voice so we will always endeavour to answer the phone during opening hours! Of course - the website is open 24 hours a day, 365 days a year!

Pricing – Figures explained.

The website will show the price with VAT included and once the item is in your cart you can see the figure with VAT Excluded. Product prices do not show delivery costs however there are no hidden costs when purchasing and the shipping total and any discounts will be clearly marked before any payment steps commence.

VAT

Specialtech.co.uk charges VAT on all orders placed within the EU at the standard rate of 15% where applicable. If you are a Business in the EU and require zero-rate VAT on your order, then please fax us a copy of your company letterhead including your VAT number to +44 7092 030624. Then contact us so we can process your order without VAT

Ordering details – What are those status codes?

Q = Awaiting processing.
Your order has been received and is awaiting processing (i.e. payment or confirmation of details etc)

F = Failed.
This could be due to an invalid credit card number or a bank related issue. Alternatively if you have cancelled your order it will be set to this status. If you wish to cancel your order please send an email using the same Contact Us Form as detailed above. Please quote your Order #ID in the subject field. For more information with regards to cancellations please see our terms and conditions page.

P = Processed.
This means that we have received your order, taken payment and it will be despatched shortly.

B = Backordered
If you have placed an order for an item that is presently out of stock or a Pre order item, we will set your order to Backordered. We will notify you near the time the item is arriving into stock to see if you still wish us to process your order.

C = Completed
Your order has been despatched - You will be sent an email containing the courier details and relevant tracking number for your order.

I need an invoice for my order.

In order to print out your invoice, please login to your account and go to the 'My Account Details' section. From here you can 'View my order status and invoice'. Search for the order you require an invoice for, click on 'Details' and then 'Print Invoice'. Click this and print the page for your records. (if you require a more detailed invoice - please email us using the Contact Us form.

Shipping, how do I track my parcel?

We currently use the following Courier Services for delivering your orders:

FedEx Courier http://www.fedex.com/ukservices/
Royal Mail Special Delivery www.royalmail.co.uk
Royal Mail Recorded Delivery www.royalmail.co.uk

You will receive a tracking number in your 'Order Confirmation' email. Use this number on the relevant website to track your parcel. Please note Royal Mail does not show a tracking status - only whether the parcel has been delivered and signed for!

I’ve missed my delivery and been carded, what do I do?

If you were unable to take receipt of your delivery when attempted a card will be left with you by the courier. The card will contain instructions on how to contact the relevant depot for your area and the reference number. Once a courier has attempted a delivery, you then become responsible for rearrangement of delivery or you may have to arrange to goto the depot to pick up your order. Failure to do this within an allotted time limit will mean that the item will be returned to us, at which point we will have to charge you a non delivery fee. We will also have to charge you the standard delivery charge if you require us to send the order out again. Please Note - Couriers will normally try 3 times to deliver an order!

My order has shipped, but it has not arrived what do I do?

When your order has been shipped an email will be sent from the system with your tracking number. Once you have received this email ownership of the order becomes yours, therefore we are unable to track parcels unless informed that the order has not arrived. If you order is late in arriving please use the contact us form to let us know specifying your order ID.

I have not received my order.

We normally process and dispatch orders within 24 - 48 hours. This means that most products are usually delivered in 1-3 working days. Occasionally due to postal delays, particularly at times of the year when the postal service is very busy, they can take longer. We have to allow up to 14 days before we are able to start tracing lost parcels, unfortunately we cannot do anything for you until this time has expired. Please use the Contact us form if you do not receive your item(s) within this period so we can help to retrieve your goods. We apologise for any delay.

I have received some but not all of my order.

As we dispatch from multiple warehouse locations these items may not make up your entire order, but rest assured that any other item(s) will follow shortly.
Your goods, depending on courier used, may be delivered any time between the hours of 8am and 6pm.

I have received duplicates in my order.

Please return the duplicated item unopened to the address shown below via recorded delivery. As soon as we receive the item we will refund your card. We apologise for the inconvenience, if you have any problems please do not hesitate to contact us.

My goods are incorrect, faulty or have been damaged in transit!

Good must be signed for at the time of delivery and any damages reported within 24 hours. This is a restriction placed on us by our couriers. Please raise a Support Ticket to request an RMA form. Failure to include full details about the return may result in your RMA being delayed or even rejected.

My item looks to be lost in transit, what do I do?

Firstly you must inform us, but please do not do this until it is after the expected delivery date. Contacting us whilst the delivery is still within its delivery period will only result in us not being able to help you. If your item is lost in transit we will try and track the item, also please note the following terms apply to lost in transit orders:
For items lost in transit, a refund can only be issued once it has been clearly established that the order has been lost. In all cases of lost in transit orders, a refund can not be issued until after 14 days of the original delivery arrival date. This provides enough time for our web team to track the lost order and to confirm it is either lost or can be recovered by us. After the 14-day period, should no clear answer have been reported from the courier as to the whereabouts of the delivery, we can issue a refund at the managers discretion. Please contact us and confirm your preference of a refund, at which time the refund process will begin.

What is the Specialtech.co.uk Postal Address?

Specialtech.co.uk
Unit 1, Ynys Dawel
Solva
Haverfordwest
Pembrokeshire
SA62 6UF

Can I add an item to my order once its been placed?

If you need to make a change to an Order, this would include cancelling it, adding an item to it, removing an item from it or changing the Delivery Address, then it MUST be done by raising a Support Ticket.
If you chose to email us alone then we CAN NOT guarantee the changes will be made. Email is prone to errors in transit and if the email does not reach us we will not know about your request, so please ALWAYS raise a Support Ticket (quoting your Order #ID)! You can also back this up with an email as well should you so desire.

I want to cancel my order, how do I do this?

To cancel an order please raise a Support Ticket making sure to include your Order #ID. Without this we are unable to cancel your order. Please ensure the form is filled in fully. A member of the Specialtech.co.uk team will proceed to cancel the order. Shortly after you will receive email confirmation stating that your order has been cancelled. Specialtech will refund or re-credit you within 30 days for any sum that has been paid by you or debited from your credit card for your order.
Please note that you must cancel your order before it reaches the "Completed" status. If you cancel after this point you will be liable for a 10% late cancellation fee. This is is basically to cover the cost of the packaging used, Admin time and also to recover the item from the Courier themselves.

How do I arrange cancellation and return of my goods under the Distance Selling Regulations?

The Consumer Protection (Distance Selling) Regulations 2000 (SI 2334/2000) introduces a 'cooling off' period, i.e. a right for you to cancel your order. Note that this is nothing to do with the Sale of Goods Act, which deals with 'faulty' products. If your purchase is faulty, we'll deal with this under our normal returns procedure.
If you've received goods and have simply changed your mind about purchasing them, you may return the goods to us for full credit (except shipping charge), without a re-stocking fee, subject to the following conditions:
• The item(s) is in stock condition i.e. as it was when it was delivered to you.
• You inform us of your desire to cancel within seven working days of receipt of the product(s).
• You MUST contact us by raising a Support Ticket.
• The goods are not made to the consumer's specification or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
• The goods are not software which is unsealed.
• You pay the return delivery charges, whether you use our preferred couriers or your own. Goods are returned as soon as possible in order that your credit can be actioned within 30 days.
• Goods are returned in a pristine re-saleable condition and in their original packaging.
• If goods are refused by Specialtech.co.uk, because the above criteria is not met, we'll return them to the customer and also charge the customer's credit card for the value of the carriage.

Your Telephone lines are busy and I need to speak to you, what should I do?

At certain times of the day the phone lines can be very busy.

• If lines are busy, please login to the website and submit a Support Ticket via the support area of the website. Click on 'Submit a Ticket / Contact us'.
Please note we deal with support tickets as a priority over phone calls.

How long does it take to get a reply from the contact us form?

We aim to answer all emails within the same working day however a reply may take up to 24 hours in exceptionally busy periods.

None of the above resolves my query. What do I do now?

Please feel free to call us on 0871 423 6871.