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Q:- How do i login?

A:- You can login in by clicking the 'Login' link at the top right of the page or if you have something in your basket you can click "Checkout" and you will be prompted to login or create an account on the website.
 
Q:- I have a Question/Query about my order, how do i get in touch?


A:- The easiest way to ask us a question is through your account pages. Please login as above and you will see "Message Centre" within your account screen, you can contact us easily from here.. Alternatively you can use the Contact Us page in the normal way, quoting your order number.

Q:- I would like to cancel my order, how do i do it?

A:- If you order is still Pending or in a Stock Check status and you wish to cancel it, Please login to your account and click on the order you wish to cancel and at the bottom of the page there is an option to cancel your order, just click the button. We will no longer take payment and process this order if cancelled. If you order is in any other status including Processing or Security Checks, please contact us as we will need to pull your order from our system and cancel it manually.

Q:- I have not received my order...

A:- We normally process and dispatch orders within 24 hours. This means that most products are usually delivered in 2-5 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 send us an email if you do not receive your item(s) within this period so we can help to retrieve your goods. We apologise for any delay.

Q:- My delivery has not arrived by Royal Mail?

A:- The Royal Mail state that 90% of their First Class mail arrives the next day, but if yours doesn't they have the following advice:

Is it less than 4 working days since your mail should have arrived? If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no postcode, or unusual circumstances.

Is it more than 4 days since your mail should have been delivered? If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 14 days past since the item was posted to you? The Royal Mail will now class your item as lost and we can either send you a replacement or give you a refund. Please send us an email, to contact@thecoolingshop.com, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your email/letter will be used as evidence. We cannot refund or replace items that the Royal Mail has lost until 14 days have passed.

Q:- When I ordered I didn't receive a stock warning but now the part 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:- How long will I have to wait for a replacement / refund?

A:- We aim to complete most RMA's within 2-3 days, from receipt of items. The turn around time depends on each specific RMA and any backlog we may have.

Q:- How do i return an item?

A:- Please login in to your account find the invoice/order number which the item was on, then click the red 'Return this product' link and follow the instructions from there. Please contact us if you do not have the options available to create your RMA number, this is easily fixed.

Q:- I want to return a faulty product, what do i need to put in with the package?

A:- If you are returning a product make sure the item being returned is sufficiently packed and includes a fault report.

Q:- Why do i need to include a Fault Report and what is one?

A:- This needs to be included with every faulty product that is being returned as this will be used by our technicians to replicate the fault. A fault report must include the Following information; CPU Speed, Motherboard Make/Model, PSU Make/Model, Memory Make/Size, any Peripherals that may have been connected e.g. Printer/scanner/external CD/DVD Rom/Writer or Hard drive and the actual fault of the product.

Q:- I have received a Courier Card for my missed delivery, what do I do with it?

A:- If you were not available to take receipt of your order at the time delivery was attempted, you will have had a Courier Card left with information regarding your order. Please follow the instructions on the card in regards to receiving your order.

Once the courier has attempted delivery, you then become responsible for either rearranging delivery of your order, or you may have to go to your local Couriers depot and collect your items. Usually couriers will only hold a parcel for 2-3 days and attempt re-delivery automatically, if they have been un-sucessfull and have had no contact from you they will return the order pack to us, at which point we will have to charge you again to redeliver the order.

Q:- Do you allow Collections for local customers?

A:- Unfortunately at present we don't offer a collection option. This is due our logistics setup as some products ship from distributor warehouses located across the UK aswell as main warehouse location in Manchester.

Q:- I need a VAT Invoice for my order, where do I get one?


A:- 99% of the time there is a full VAT invoice shipped with every order, so you should receive one when you get your order but if you require a duplicate via email, please get in touch with us via the Contact Us page stating your email address and we'll send one over to you no problems.

Q:- When do you take payment for my order?

A:-
We batch process orders 4 times daily, 10am / 12noon / 2pm and 4pm at which point your card till be charged. Your order will only be processed once authorisation of your credit / debit card has been properly received. Customers making use of Paypal will receive an email from Paypal once we have authorised your payment at the shown times.

Q:- What happens if I am unable to check the contents of my goods at delivery?

A:- If you are unable to check the contents of the package at time of delivery please sign for the goods as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.

Q:- I want to have my order delivered to an alternative address, do you allow this?

A:- We do, after your first order has been sent to your card address and at this point you can ship to any address you want. Please make sure that if you use Paypal, to include any new shipping address's to the Paypal address area otherwise our system will default back to your billing address or that address set in Paypal. We apologies for this however it is for the security of your Paypal account.

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