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FAQs

Who are Buyaparcel?

We are an established UK company trading as Buyaparcel.com both online and locally in Lowestoft, Suffolk. To read more about us and our story, head to the About Us page on our website. We currently sell goods via eBay and Amazon too, so feel free to check us out on either of these sites.

 

Do you keep all of your items in stock?

Mostly, if something is listed on our website, Amazon or eBay, it should mean we have it available for delivery (If the product on the website says “Normally dispatched within 1 working day”).

It is not impossible however to oversell, so if we are even unable to fulfill an order, we aim to let you know this via email as quickly as possible, offering either an alternative or a refund.

 

Will I receive a warranty with my product?

We have provided warranty information on each of our product listings, so you can see both before and after you buy with us, what the warranty procedure is. We offer a 30 day return policy on almost all of our items (exclusions include plumbing products that have been fitted), but outside of this, your manufacturer warranty kicks in and any issues are dealt with directly by the manufacturer of your goods.

 

I want to place an order with you and am looking for a better price. Is this possible?

Our best prices are advertised. For wholesale and quantity enquires, please get in touch. On application, we may be able to price match with other retailers. This is not a certainty and depends entirely on the product and cost price available at the time.

 

Can I place an order over the phone?

You may place an order over the telephone via 01502 473 025 if;

  • You are having it delivered to the cardholder’s billing address
  • You are paying via debit / credit card or bank transfer (not via PayPal)
  • The order total is below £600 (anything over will need to be paid via BACs or using our website)

 

We are an online company, so we recommend using to our online facilities for the best experience. However we’re happy to help if you encounter any issues or difficulties with our site on the telephone.

 

Can I place an order and have it delivered to a different address (than my billing)?

Yes, but this must be done online and you must remember to complete the 3D secure process. If you neglect to opt in to this, your order may be delayed as it undergoes manual security checks.

 

Can I collect my order?

If you are unable to have your item delivered and require it collected, we would recommend using eBay’s local Argos collection service. You can read more about this service on eBay or Argos’ own websites. As we only have one trade counter based in Lowestoft, Suffolk, we are unable to provide collections for website orders yet.

 

How will my order be delivered?

Your order will be delivered via 1 of 3 methods;

  • Royal Mail
  • UK Mail
  • Palletways

The tracking facilities vary depending on which courier is delivering them. Please read our Delivery Guide for more details or contact us directly on 01502 473 025 if you are still unsure.

 

Do you offer a next day service?

 

Of course we do, and this is a service you have to opt in to at the checkout if it is available. Here is a breakdown of our delivery charges:

  • Next Working Day – £5.95
  • Standard 2-3 Working Days – £3.95
  • Palletways – £36.00
  • Next Day Pallet – £46.00
  • Next Working Day Before 10:30am – £11.00

Please note, the next working day service is an all-day service. It doesn’t necessarily mean it will arrive before 5pm, for example. If an order is urgent, opt in to a pre 10:30am service. But please, under no circumstances, should you book a plumber or workman before receiving and inspecting your item, because your delivery could be delayed for any unforeseen reasons such as a road traffic accident.

 

My order has not arrived yet. What’s happening?

If your order has not arrived on the date you expected, please firstly check your inbox for any emails relating to the delay from us. They may have travelled to your junk/spam folder. If you have not received any emails from us advising of a delay, please call us on 01502 473 025 with your postcode and order number available. It could be delayed for a number of reasons;

  • The order may not have been completed and therefore never processed
  • There could be an unforeseen issue with our stock levels
  • The courier may have been delayed or have difficulty locating you

 

I want to cancel or amend my order. How can I do this?

Please be aware that we are unable to cancel or amend your order if it has already been dispatched, so we highly recommend contacting us by phone (01502 473 025) to cancel or amend any orders as our emails can take up to 48 hours to be responded to, meaning in that time, your order could be dispatched. If you receive the item and you wish to return it, please feel free to contact us via email or phone, and we can provide you with the returns details.

 

I need to change my delivery address! How can I do this?

Unfortunately it is against our terms to deliver to any address other than that provided by the customer at time of the order, which is why it is paramount that you triple check your details before hitting the ‘pay’ button. This measure is in place to protect customers like yourself from any fraudulent activity. Apologies for any inconvenience caused by this.

 

My item arrived damaged. How can I obtain a refund or replacement?

We put our trust into the couriers we use to deliver each item safely, however it isn’t unheard of for a product to arrive damaged when ordered online. Please check the goods upon arrival and sign for them as damaged. We need you to do this in order to raise a claim with the courier & dispatch a replacement/issue a refund for you.

 

We also need to see a picture of the damage and the packaging the goods came in. This needs to be emailed to websales@buyaparcel.com within 48hrs of delivery, and remember to include as much detail in there regarding you & your order as you can.

 

If you have left it too long to report the damage, we will try and find a suitable resolution for you, however bear in mind that the time frame does exist for a reason and anything could have happened to a product that has been in your possession for, for example, a week or more.

 

I will not be in on the day the courier deliver. Can you ask them to…?

Unfortunately we cannot leave delivery instructions for the drivers. Most couriers would recommend leaving a signed note on the door for the driver to see, or to follow the link you will receive via text or email from the courier with your tracking details. There should be options to arrange this yourself. However please bear in mind we cannot authorise goods to be left in “safe” places, however safe you believe it to be.

 

I missed the courier’s attempt to deliver. What shall I do now?

First and foremost, the courier should have left you a calling card if a delivery was attempted. Please look for this in your letterbox or porch. The driver will have advised one the card what he has done with the item, i.e. left with neighbour.

 

If you are sure no calling card was left (which can unfortunately be the case sometimes) then please check your online tracking. This should be the second confirmation the driver leaves regarding what he has done with your goods.

 

If the item has been returned to your local depot, please contact them to collect it or rearrange delivery. If you discover the goods have been returned to us, then we will give you the option of cancelling your order for a refund or resending it.

 

Please do not take the delivery driver for granted; he/she will only attempt your delivery 2 or 3 times before the goods are returned to us. So, if you are preparing to order an item for a day that you will not be present at your property, try to get it delivered somewhere else.

 

The tracking shows my item is delivered but I haven’t signed for it. Where is it?

This may mean that the driver has left it with your neighbour. Please check for a calling card in your letterbox or porch. If you do not have a calling card, then please contact us on 01502 473 025 with your tracking number to hand.

 

I need a copy of my VAT receipt. How can I get this?

VAT invoices are included with all sales. A hard copy will be included in the parcel when the delivery is made. If you have not received this, please call us on 01502 473 025 to confirm a valid email address we can send a copy of this to.

 

I wish to return my item for a refund / replacement. How do I do this?

We offer a simple 30 day return policy. If any item you have bought (excluding installed plumbing and sanitation systems) is not satisfactory or no longer wanted, we will accept it back for a refund or replacement at our cost. However, outside of the first 30 days, our terms begin to change and your manufacturer’s warranty kicks in. Please read our Returns Guide for further information.

 

My item was meant to be delivered by Royal Mail, but I haven’t yet received it?

If your goods have been sent via Royal Mail 1st or 2nd, they should usually arrive within 1-3 days. As Royal Mail deliveries are not a trackable service, if there is a delay, please check with your local sorting office to see if the item is being held.

If your item is not with the sorting office, please send us confirmation of your full address so that we can verify it has been sent to the right place.

 

I am an non-UK EU business and want to pay non-VAT prices. What shall I do?

We are happy to set up a VAT free account for you, however please be aware your order will need to be placed over the phone or via email once the account is open.  
Please email websales@buyaparcel.com with the following information:

VAT Number
Company Name
VAT registered Address
Email Address
Telephone Number
  
We will then need a list of the products you wish to purchase, including stock code and/or model number and a quote/proforma will then be emailed to you; this will contain the items you would like to purchase and the total amount payable. Payment can be made with a PayPal account or by BACS Payment (bank transfer).

 

If you send us a BACS/PayPal payment, always remember to put the quote/proforma number on and advise us this has been paid by replying to our email.