Help Zone
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| This section is here to help you in every aspect of using our shopping cart website. Before contacting us please make sure your question has not already been answered in the FAQ below. |
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Placing Your First Order This page contains step-by-step instructions on how to place your first order. Find what you want to buy Our new SmartSearch utility located at the top right hand side of the page will help you find the exact item you are looking for within a few key strokes, or hitting `Enter` after your keyword entry will take you straight to your results. Add the item to your Shopping Basket The Shopping Basket is where you store items you intend to buy. You can always delete items from the Shopping Basket. When you find what you want simply click the `Buy` button on the item's product information page. Once you have added everything you want to the Shopping Basket select `Checkout` Step One: `Basket Contents` Check the contents of your Shopping Basket, if this is correct Click the `Checkout` Button Step Two: `Login/Register` As this is your First Order you will have to register, simply complete the `New User` Section. Please complete all relevant fields. The e-mail address you provide here will be the only e-mail address we can use to communicate with you about your order, so please double-check it. At the end of this section please enter a Username and Password and once completed, you will be a registered member. Step Three: `Payment Method` Please select the payment method you would like to use, see Payment Options below. Step Four : `Details and Confirmation` Please check that all address and contact details are correct. (These details can be modified by clicking the `Modify Go` Button) Once you are satisfied that your details are correct click the `Submit Order` Button. You will then be directed to our Secure Online payment Gateway, where you will enter your credit/Debit card details. Once the payment is successful you will be issued an order number for your order. How to order FAQ: Q: Can I order without registering an account? A: Currently you do have to register an account to make an order, but this is mainly to allow you to keep a track of your orders, invoices and returns. View your account via the `your account` link at the top right of the page. |
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| Please register and login as soon as possible to receive correct V.A.T and shipping values, this can be completed at any time by clicking the `your account` link at the top right of the page. You will be asked to register a new account with a username and password on the registration page, your username cannot be changed after registration. Once the registration page has been completed, you will be logged in. If returning to our site at a later date simply click on the `your account` link on the top right hand side of the page and enter your username and password. If at any time you wish to modify your registration details, simply login and select `your account` from the top right of the page, then select `My Account Details` from the your account section. Account FAQ: Q: I can't log into my account? A: Go to the password recovery section then enter the email address that you used to register your account. You will then be emailed your account details. |
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| Currently, the four ways to finalise an order are to select either: We accept Visa, Mastercard, Maestro, Solo, and Electron cards Payments FAQ: Q: Is my Credit Card number safe from hackers? A: The page in which you enter your credit card is protected by 128-bit encryption. It is perfectly safe to enter your details on this page. You should ALWAYS check whether the yellow padlock appears at the bottom/right hand side of your browser. If there is no padlock then DO NOT enter your details and report this to us. We do not store or see your credit card details, we just receive card authorisation. Q: How secure is buying over the web? A: 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 are equally liable for the debt. In practice putting your card details into a secure web site is much safer than giving them over an unsecured telephone line. Q: When do you take payment for my order? A: A reserve is placed on your card by the bank as soon as you make payment, for the full amount of the order. Q: Can I collect from your warehouse? A: It is no longer possible to collect any items from us. All orders have to be delivered. |
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| Ordering FAQ: Q: I have been sent the wrong item, how do I report this? A: If you have been sent the incorrect item then please visit our Returns section to report this to us. Once we receive a RMA Request you will be issued with a RMA number to return the wrong item to us. The RMA will be given special priority and you will receive the correct item as soon as possible. Q: Can I change the delivery address on my order? A: Please visit our Contact Us section and select the relevant department. Then complete the form with your question. Q: My order is in "QUEUED" status, what does this mean? A: Once you have submitted your order and payment details successfully your order status is set to "QUEUED". This means that your order has been received by our system and is in the queue to be processed. Order processing takes place between 9:30am - 5:30pm Monday - Friday. Orders placed at weekends or Bank Holidays get processed on the next working day. Q: What time should orders be placed for Next Day delivery? A: If you have selected a Next Day delivery then the cut-off for this is 4:00pm. This information assumes that all items on your order are in stock and that there are no problems with your payment details. Please Note: If you select a Next Day delivery on a Friday, then you will receive your order on the following Monday. There are Saturday delivery options available. Q: When I ordered I did not receive a stock warning but now the product is out of stock? A: Our web site uses a realtime stock system which changes constantly throughout the day. In the rare event that two customers order the same product at the same time with only one of the product left in stock, neither customer gets a stock warning and only one customer gets the last item in stock. Your order will be placed on back order and despatched as soon as new stock arrives. Q: I would like to cancel my order, how do I do this? A: Please visit our Contact Us section. |
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| We currently offer 3 shipping methods including, Royal Mail Recorded Delivery, Royal Mail Special and Interlink Delivery. Shipping methods: Royal Mail Recorded Service This service is ideal for small items and starts from as low as £1.63+VAT. All orders placed before 4pm will usually arrive within 2-3 working days. Royal Mail Special Delivery This service is ideal for single items and starts from as low as £3.95+VAT. All orders placed before 4pm will usually arrive within 1-2 working days. Interlink Service This service is ideal when requiring a next day service and starts from as low as £6.95+VAT. All orders placed before 4pm will usually arrive within 1 working day. The above delivery times assume all items are in stock at point of checkout, the order is placed before 4.30pm and all security checks are passed. Please Note: Next Day delivery means Next Working Day. All packages MUST be signed for. Delivery FAQ: Q: Can I call Overclock.co.uk to place an order? A: Orders cannot be placed over the telephone due to security methods in place to support you the customer. All orders must be placed through our secure server. Q: What happens if I don't receive my order and I placed it on a Next Day delivery? A: You must report this to us in the Contact Us section and we will investigate it with our couriers. Q: What happens if a delivery is attempted but no one is in to receive the order? A: If a delivery is attempted but no one is in to receive, the delivery driver will leave a card with the time of attempted delivery. A second delivery will be attempted the next working day but we would advise that you contact the courier direct to arrange a suitable time for delivery of your order. Please Note: If a second delivery is attempted but no one is in to receive, your order will be held at the local courier depot for a further 2 working days for collection by yourself. If the order is not collected within this time it will be returned back to us and a return shipping charge will be applied. Q: What happens if I am unable to check the condition of my order at the point of delivery? A: If you are unable to check your order's condition please sign for the goods as "UNCHECKED". Failure to do so may affect any warranty claims you make at a later date. Q: Can I have my order delivered to a different address? A: If you are placing your first order with us, then your order must be delivered to your credit card billing address. On your second and subsequent orders you can specify an alternative address. To protect both the card holder and ourselves, we reserve the right to refuse delivery to an alternative address if we deem the order to be high risk or fraudulant. Q: Can I have my order left at my neighbours? A: As long as the order is not your first order and its value is under £500. Any order after that can be left with a neighbour, regardless of value. Please Note: All deliveries MUST be signed for. Q: How do I track my order? A: Once your order has been despatched you will receive an email which includes a courier consignment number. Once you have this number you can login to your account and track your order from there. Please do not contact us about tracking your order until you receive your courier consignment number. You should receive your tracking information before 8pm. Q: What happens if the courier confirms that they have lost my parcel? A: This must be reported to us immediately so that we can contact the Courier and investigate the matter. Please visit our Contact Us section and select the relevant department. Q: What happens if I receive my order and it is damaged, or there are items missing? A: This must be reported to us as soon as possible, so that we can investigate the matter. If you have received a damaged item you will need to visit our Returns section under your account and apply for a RMA number. Once we receive a RMA Request you will be issued with a RMA number to return the damaged item to us. The RMA will be given special priority and you will receive the new item as soon as possible. |
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| To return an item to Overclock.co.uk for whatever reason, please login to your account and select "My orders" and the Return option presented to you in your account menu. From here you can generate an RMA reference number to use when returning the item to us. Following approval of a return these guidelines are automatically emailed to you. If for some reason you do not receive them or you require them for reference they are available here for you. Please follow these instructions to return faulty items: Clearly mark the return reference on the packaging and send the item back to the following address:- Overclock Returns Dept., PO Box 884, Lincoln, LN5 5AD, UK The normal turn around for returned items is 3-5 working days. If the item is no longer a current model we are usually unable to replace immediately, as there is no available stock, and would have to return the product to the manufacturer for them to replace. This can sometimes take up to 4 weeks dependant on the type of product. It is extremely important you read these guidelines: Please make sure the item(s) to be returned are packaged suitably for transit to ensure the goods do not get damaged. It is your responsibility to ensure they arrive back undamaged, unless we have agreed in advance to collect the goods. The best method to send the goods back to us is usually via Royal Mail up to 2kg or via Parcel Force for larger items. Please ensure that the items being returned are insured for the right amount. If an item goes missing, we are unable to claim on your behalf. It would be down to you to make a claim with the carrier. It is extremely important that you do not attach any labels, stickers, packing notes, brown tape, or similar to any retail boxes, such as a motherboard or a graphics card box. This is because when an item is replaced by our suppliers, they do not replace the packaging, only the item. Therefore if the box is defaced we are unable to sell the item on to another customer, despite the product being brand new. To speed up identification of your items, make sure your 'Returns Number' which you were given is clearly marked on the outside of the parcel for our returns department to see. Any parcels received without a visible RMA number can take longer to identify, or end up in the wrong department, which will slow down the returns process and delay your replacement / refund. Don't worry if your refund does not show straight away, it can take up to 5 working days before it is visible in your account from the date when the refund was carried out dependant on your bank. Non faulty goods returned to us as faulty can be subject to a testing fee of £8.51 + VAT at our discretion to cover the costs of our time in testing the product. You will be responsible for the cost of postage of returning non-faulty goods that have been returned to us as faulty. Please ensure you enclose all relevant cables, driver disks, etc otherwise your refund / replacement can be delayed while we wait for those to be returned. We require the complete set for products because otherwise manufacturers will not replace faulty items. Refunds for non faulty items that have been used will be subject to a restocking fee of up to 20% at our discretion. This is because we need to discount these products and advertise them as 'second user' or 'manager's special' in order to sell them. |
