Shipping & Returns FAQs
Shipping
What countries do you ship to?
What countries do you ship to?
We currently ship to the United States, Canada, Australia and the UK. To enquire about shipping to a different destination, please contact us.
How long will it take to receive my order?
How long will it take to receive my order?
All our products and custom builds are dispatched between Monday to Friday. WE DO NOT DISPATCH ON WEEKENDS. Almost all of our PCs are built to order, meaning unless otherwise stated, there is a build time of around five to ten working days before it is shipped, you will then be sent an email with your courier tracking number. OUR CUT OFF FOR NEXT DAY DELIVERY IS 1PM.
What are my shipping options?
What are my shipping options?
You can choose from various couriers that we use on a day to day basis, Our main couriers are DPD and Royal Mail. We also offer special couriers that will deliver from door to door at a custom price.
How do I track my order?
How do I track my order?
You can track your order from your account, alternatively you can use the link in the shipping confirmation email sent when shipped from us.
I’ve ordered from you off Amazon: who will send me the order confirmation and shipping details?
I’ve ordered from you off Amazon: who will send me the order confirmation and shipping details?
Amazon will provide all order and shipping confirmation communication: this is to avoid conflicting messages and reduce confusion.
Returns, Refunds and Cancellations
How do I return a product?
How do I return a product?
Items must be returned within 30 days after receiving your order. Items must be returned in the same condition in which they were received, be unused, have and include all the original packaging.
How long will it take to receive my refund?
How long will it take to receive my refund?
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
How do I cancel an order?
How do I cancel an order?
Please login to your account to request to cancel, if you checked out as guest please email orders@directcomputers.co.uk, contact us via our live chat on our website or call 0114 296 0035 to request to cancel your order before it ships. If it has already shipped you will need to request a return and follow the instructions.
What happens if my order is damaged in transit?
What happens if my order is damaged in transit?
If your order is damaged in transit, we will arrange this to be returned to us for replacement or for a full refund.Our full guide to the process when dealing with damaged items can be found here.
What to do if my order hasn't arrived?
What to do if my order hasn't arrived?
If your order hasn't arrived yet, make sure to first check if you have ordered a custom built PC, as these take around 4-6 working days from the time of purchase to build unless it's from our Next Day range. If you have received tracking but the item hasn't arrived please check the courier website. If you're still concerned please contact us.
I have bought a product off you from Amazon and I wish to return it
I have bought a product off you from Amazon and I wish to return it
Amazon’s return policies allow for the return of new, unopened items within 30 days of delivery for a full refund. As a seller, we are bound by Amazon’s return policy and will accept these returns and provide refunds where necessary.
Packing guidelines for returns
Packing guidelines for returns
It is best to use the original packaging. Please ensure you keep your original packaging throughout the 30 day return window. If you no longer have this,then a double corrugated, strong cardboard box with high-quality bubblewrap (with large bubbles) is your next best option. Your PC may not be covered by our insurance if not packed according to these guidelines.
Ensure the corners of the PC are protected with either the polystyrene it was originally wrapped in or athick layer of bubble wrap. There should be a gap of at least two inchesbetween the PC and the inside of the box which should be filled with bubblewrap, wedges of cardboard and/or polystyrene. Protect the GPU inside by using either the instapack foam all of our custom builds are shipped with, or if you no longer have this, then use a piece of high density foam inside the case to prevent the GPU from being knocked out of place.
Cover the entire PC in bubble wrap: all sidesand edges should be thoroughly protected. If shipping extras such asmonitors, ensure it is unattached from any stands and wrap in a doublelayer of bubble wrap.
Once the item is packaged, it should betransported in a its original box or a box of similar size. Please ensurethe item/s are packaged tightly and can't move around.
Once you have wrapped up your PC, you must sendphotos to customerservice@directcomputers.co.uk before we will arrange a collection for you for purposes of our insurance.
Our collection policy and guidelines
Our collection policy and guidelines
We use DPD for the return of the majority of our items such as computers, monitors and laptops. Please be aware collections can only be made Monday to Friday between 9am and 5pm. Weekend collections are not possible.
Smaller items such as parts (example: Wi-Fi Dongle) may require returning via a DPD drop off point or via Royal Mail at your nearest post office.
If you would prefer to arrange your own courier for returning your item please let us know in advance when you request a return.
I've purchased software. What is the returns policy?
I've purchased software. What is the returns policy?
We do NOT provide refunds for purchases of Windows licenses that are either bought independently or ones that come pre-installed on your system, in accordance with Microsoft policy.