Help Files - Customer Services

IMPORTANT - PLEASE READ

Royal Mail deliveries are normally sent by second class post unless otherwise specified. Second class post can take anything up to 5 working days depending on the destination sorting office depot. It varies around the country. Several items all posted on the same day can arrive at their destination on different days.

Please allow at least 7 working days for second class post and 10 working days for parcel post deliveries before you instigate an enquiry. It is extremely frustrating to have flash emails asking where goods are after just a day or so after payment. We post within 48 hours but we cannot guarantee Royal Mail delivery times.

Introduction You are probably here because you have experienced a problem. The following information is designed to help you with any problem you may have experienced.

We do not man the office 24 hours a day so please don't expect an instant response. However, we normally get back to everyone within 24 hours. The best time to catch us is in the evenings between 6pm and 8pm. During the day we tend to be exceptionally busy especially on Mondays.

We always deal with enquiries by email and not by phone. However there is a message service available on 0121 554 3300 if you need to contact us urgently. Any replies will be via ebay message system and we apologise in advance but we do not ring mobile phones or landlines in response to enquiries. This is an internet business and we make full use of email. Also the ebay message system allows us and you to keep tabs on the responses that we provide to each other and record them accordingly.

Problem Solving

Below we have attempted to list all our terms and conditions and information to assist you with any transaction. Please understand that we are reasonable ebay traders and genuinely want to rectify any situation that may occur. However, we cannot always do exactly what you request and will have clearly pointed out any limitations to our service on our listing pages. They are there for a reason - we strictly adhere to these terms and post them on every listing to avoid any confusion or misunderstanding.

In any transaction there is always an element of trust and genuine mistakes can occur. Whilst the majority of transactions are trouble free it doesn't help if you are on the receiving end of something that has gone wrong. Your first point of call should be these help pages. Working together we should be able to resolve any issues that you may have.

Lost Goods / Damaged Items in Transit

Unfortunately from time to time the Royal Mail just don't get things right. Rest assured we did our bit and posted the items well packed for despatch in a timely manner and with every good intention.

It is always a great disappointment when something gets lost or damaged in the post. It upsets us too. Apart from anything else it is time consuming and annoying. If this has happened to you then we apologise on behalf of the carrier. What we cannot do is dispatch another item or just issue a refund without documentation that enables us to make a claim against the Royal Mail. This is a situation outside our control and we cannot be held responsible for postal problems. With margins as tight as they are we would have to close up shop if we accepted responsibility for the Royal Mail every time something went missing ( thankfully it doesn't happen too often ).

When something goes wrong the natural reaction is to blame us. We understand this to a degree but please do not threaten negative feedback or quote obscure ebay rules that have no relevance. Ebay clearly states that it is the sellers responsibility to prove that they have posted the goods. You will be pleased to know that we always retain our receipts and will be happy to provide proof of posting so that you can make a claim against the Royal Mail.

When you purchased your item the original listing would have contained important postal information that makes our policy on shipping very clear. You can check the original listing for up to 90 days to see that we have been concise in our description and postal terms.

Your consumer rights are still valid but you must adhere to the conditions of ebay which differ from that of mail order companies. More information is available on the ebay website, through Trading Standard or by visiting www.hmrc.gov.uk/.

What to do next

Firstly, please allow sufficient time to elapse before contacting us about a lost item. Quite often an item is merely late in its delivery rather than actually lost. In the case of standard parcels we have known items to take up to seven days or more to actually arrive at their destination even though the Royal Mail advise that it should take up to five days. Second Class items can take up to a week in extreme cases.

You also need to be aware of the time frame for making claims. The Royal Mail do not accept claims for loss until 15 working days after the date of posting ( 10 days for Special Delivery Items ). If the goods are damaged rather than lost you must hold on to the damaged items and packaging in case they ask to see them. When making a claim the Royal Mail may want to see your PayPal statement for the purchase of the goods and the auction page reference number.

Making a Claim

Please keep us informed with regard to any damaged items or non delivery of goods. Once the necessary time frame has elapsed we will forward the relevant documentation and send it to the same address as we would have on record unless advised by you of a different delivery address. We will keep copies. You will then complete the few remaining details and file a claim against the Royal Mail will be made. To make things even easier for you the documentation that you need can be found by clicking on the links below. It is extremely important that you complete and amend the details correctly. For example your address needs to go at the top right hand side of the letter where the dummy address is shown and you do need to enter all of the details requested.

These forms must be posted back to us, signed by you and not sent by email or any other means as we use this to claim against the Royal Mail and they require an original signature.

Word Documents
Damaged Delivery Form | Non Delivery REFUND Form | Non Delivery REPLACEMENT Form | Faulty Returns Form |

NB: All forms are in Word Format. Please email us if you cannot download or open these files. Thank You.

Upon receipt of the relevant paperwork we will check our records against the information you have provided and then contact the Royal Mail. Please allow 5 working days before acknowledgement of receipt and confirmation of your claim as we need to make investigations this end before we can refund you or send out another item. We apologise for any inconvenience that this may cause you.

Faulty Goods

It is extremely annoying to find that the item you received is not working or has a fault. If this is the case then we apologise on behalf of the manufacturer. Unfortunately this sometimes happens. If the goods are clearly damaged in transit through mis-handling then please refer to Lost Goods / Damaged in Transit section. Faulty goods need to be returned to us within 7 days of receipt. Items which clearly fall under manufacturers guarantees are the responsibility of the manufacturer. Always complete any guarantee form provided with your goods. We cannot replace electrical items weeks or months after they have been purchased. It is unreasonable to expect us to do so.

Before you send the goods back please make sure that you have followed the manufacturers instructions and that you have explored every possibility before returning the goods to us for a replacement. We used to get digital telephones returned to us because people expected them to work straight out of the box without fitting the batteries!

When you purchased the goods from us we clearly explained in our terms and conditions that we would not be responsible for return postage. Whilst this may seem a little harsh but there are reasons why we do this and why we make it perfectly clear that this is our policy on every listing on ebay. Firstly, we do not manufacture the goods we sell and therefore have to assume that they will work correctly straight out of the box. When they don't it is very frustrating for everyone concerned but we just cannot afford to refund postage on goods returned to us although we will send a replacement back out to you without billing you for the postage. In essence this almost always means that we have already lost money on the transaction.

Again when things go wrong it a natural tendency to threaten negative feedback or demand conditions and terms that are clearly contrary to the information we supplied in our listing. It is also common practice to quote incorrect ebay procedures which we adhere to precisely. ( Ebay Express is not Ebay Auctions and the rules differ ).

Warranty or Guarantees

We have all bought products before and then found that within a couple of months something goes wrong. Thankfully with most items and the precision nature of manufacturers these days this tends to be the exception rather than the rule. However, please understand that we do not actually make these goods. The warranty you receive ( if any ) should be within the packaging of the item.

If your product develops a fault or ceases to work after 6 months we cannot refund you. That is what a manufacturers warranty is for. You need to contact the manufacturer or the UK importer with regard to a replacement, service parts or servicing. This is particularly true of electrical products.

We provide no warranty for the goods we supply. We did not promise you a warranty when you purchased from ebay and may even have clearly mentioned that you would be supplied with a manufacturers warranty or guarantee. This is not the same as a personal guarantee from us.

Returned Goods Address

Before you return anything please contact us to let us know what you are doing and what the problem is. When you return something it must be complete with all the instructions and original packaging. If you throw it in a bag badly packed with no consideration as to the state it will reach us in then do not expect our supplier to exchange the goods and provide you with a replacement. Please do not circumnavigate our standard terms and conditions and just return something because you changed your mind and expect a refund. Communication is what makes good ebayers. We will always try to understand your point of view.

The address for returned goods is as follows;

BUK24hours, PO Box 5489, Birmingham, B32 2UQ.

Postal Charges - Delivery Methods - Insurance

We are against excessive postal charges. Our charges are reasonable and in accordance with ebay guidelines. We are not here to rip you off. Postal charges will include a small packing fee for wrapping paper, tape and labels. That's all. If you think our charges are incorrect then don't hesitate to tell us why.

Sometimes we can get things wrong. We might have weighed something incorrectly or we might have sent it by a different method than that advertised on the listing. Sometimes a Parcel Force item might get sent by Standard Parcels instead. We do reserve the right to do this in cases where we would be out of pocket through error or a change in Royal Mail charges.

As mentioned on our listings, you can always pay a little extra and get us to insure the goods or insist on recorded or special delivery for the extra charge and we will be more than happy to oblige.

Most areas of the mainland UK are a standard price but some locations simply cost more to deliver to. An example of this might be the Isle of Man or the Outer Hebrides. We reserve the right to insist on the extra cost being paid to us before dispatch takes place.

Overseas Post

As a general rule we do not post overseas ( including Europe ). However, we reserve the right to accept deliveries from abroad. Overseas postal charges from the UK can be found at:

www.royalmail.com

For all overseas orders, select your preferred delivery method, add £1 for post and packing and make a payment. You may need to contact us first with regard to the weight of the item you are interested in. We will be pleased to supply this information.

Items sent to wrong address

When you purchase an item from us we receive payment ( normally through PayPal ) and we print out a despatch note from ebay which is the ebay address you have registered as your delivery address. This is the address that we use. We don't automatically check both addresses. We use the address you have told ebay to deliver to. It is up to you to let us know if there is an error and not up to us to find out later that you have not updated your details on ebay. This mistake is more common than people imagine. You really do need to make sure that your details are correct on both PayPal and Ebay or delivery mistakes will inevitably occur.

We cannot be held responsible for this. The onus is on you to ensure that you are providing the correct information for your transactions.

Contacting Us

We really do request that all contact is by email and preferably through the ebay messaging system which keeps a record of all correspondence. We do have an answer phone message facility on 0121 554 3300 but please think about any message you leave and make it clear which item you are calling about. Our response will be by email and we do not ring mobile phones or return landline calls except in extreme situations. It is not cost effective for us to do this.

Making a Payment

Our preferred method of payment is by PayPal. Alternatively we accept Nochex but regrettably cannot accept Personal Cheques or any other forms of payment except UK Postal Orders. Under no circumstances should you ever send cash. Always use the email address ebay@birminghamuk.com for both PayPal and Nochex.

If sending payment by Postal order ( payable to BUK24hours ) please use the following address;

BUK24hours, PO Box 5 489, Birmingham, B32 2UQ.

E Check or Awaiting Funds Notification

We would like to point out that you have paid by echeque and your payment is pending until funds have cleared from your account and into ours.

Due to experience of this type of payment, it can sometimes take up to 2 weeks before funds have cleared. Often buyers are not aware that they have paid through this method and get upset when their item hasn't been delivered when in-fact we are still weighting for payment.

How does this happen?

PayPal links to your bank account. The most likely scenario is that your PayPal account is waiting cleared funds or you didn't realise that you had depleted the account. When this happens PayPal call it an echeque which is basically a virtual check waiting for new funds to arrive in your PayPal account.

No Response to Your Email

This is always a tricky one. Sometimes spam filters remove the genuine enquiries and we don't get to read your correspondence. You sit there thinking that we are ignoring you. We are not. If you get no response from us then it is most likely that we have not read your email. The best way to contact us is through the ebay messaging system. We check this regularly. If you still get no joy just leave us a message on 0121 554 3300 and don't forget to leave your name, email address and ebay ID. We will get back to you.

Please understand that we don't live on ebay. We do have a life too. You might not get a response over the weekend but in most cases we get back to everyone within 24 hours ( during working days ). When we take holidays and the offices are closed for a week or longer the details will be clearly posted on our ebay shop or listings.

Positive, Neutral and Negative Feedback

As a responsible ebayer we always leave positive feedback for our customers when they leave positive feedback for us. Please don't wait for us to leave feedback first. We are waiting for you! Once you receive the goods and are happy with them just leave your feedback accordingly.

If something has gone wrong then please contact us. We will do our utmost to help you but we cannot deviate from our adopted policies. Threatening negative feedback is like a 'red rag to a bull' for most experienced ebayers. It is no different for us and it cuts no ice. We will merely respond in the same way, often straight away without further negotiation if we feel we have fulfilled our commitment and acted honestly and ethically in the transaction.

Bid Withdrawals

We do not accept bid withdrawals except under extreme circumstances and ebay have clear and concise information on this on their website regarding bid withdrawals or retractions. A bid is a bid. Please honour your commitment or accept the inevitable report to ebay and associated negative feedback that we will leave.

In extreme circumstances we reserve the right to accept a bid retraction but at the very least you will be expected to pay our re listing fees and ebay sale of item charges. Extreme circumstances do not include you changing your mind, made a mistake, your friend already bought one or a number of very ingenious and clever excuses that come to light from time to time. Please be reasonable. If you bid for it then pay for it. Ebay is an auction site!.

Collection Service

We now operate a collection service on certain days. However this is by arrangement only. Further information is available on our ebay store or through our online shopping cart.

Making an Offer on our listings

We apologise in advance if you received no reply to an offer on one of our listings. Our prices are keen and more than reasonable. It's no use arguing that you can find it cheaper elsewhere or trying to haggle with us over the price. If you can find it cheaper elsewhere then it is a buyers market and you should make an informed choice on who you would rather buy your goods from.

We do not accept offers and we do not accept requests to end an auction early for a set price. We do not circumnavigate ebay and would actually prefer your transaction to take place through ebay. Ebay provides a level of protection for both seller and buyer that cannot be replicated on an ordinary shopping cart or on most other methods of online trading.

Soliciting of Goods on ebay

Every week without fail we receive an offer from China or elsewhere through the ebay messaging system. We simply report the email to ebay to take the appropriate action. In short you are wasting your time!

Consumer Rights

It should be made clear to you what protection you have, before the sale takes place. This information is usually published in the terms and conditions on our listings. You should check the site out carefully, before you sign up.

This means that goods must:-

· Be of satisfactory quality
· Match the description given on the website
· Be free of any faults
· Be able to be used for the purpose that you would normally expect of the product.

If there is something wrong with the goods, you should complain to us within 7 days. You may be entitled to:-

· Return the goods and get your money back (this only applies in the UK and is usually only possible within a very short period after buying the goods)
· Get a free repair
· Get a replacement for the goods
· Get some money back
· Claim compensation.

A variety of different rules and regulations apply to auction sites. Much of the ethos of ebay is based on reasonable behaviour and honest ethical transactions. We do our best to adhere to this policy with regard to all of our transactions.

Download Assistance - Digital Products Only

We have provided some basic steps to assist you in trying to resolve the problem you are experiencing. In the first instance please visit the link below which also provides access to a free unzip program.

ww.e-shopcomputers.co.uk/downloads.html

If you still have a problem after visiting our help page then please don't hesitate to contact us again. Thank you for shopping with BUK24hours

Supplied by BUK24hours. Please check our shop for similar products.
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