FAQs

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 24 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

We accept all major debit and credit cards, PayPal, Klarna Credit, Amazon Pay, Google Pay or Bank Transfer. Your payments are processed safely and kept secure at all times.

If you would like to change your order and it hasn’t yet been dispatched please email customerservice@directcomputers.co.uk , call us on 0114 296 0035 or visit our live chat support. If your order has already shipped then we cannot make changes to the order but we can arrange a return for you if necessary.

You can contact us any time by emailing customerservice@directcomputers.co.uk , filling in the form at the bottom of this page, or if our live chat is online you can speak to one of our team instantly. Alternatively, you can call us on 0114 296 0035 with any questions you have regarding wanting to place an order, updates about your order or for any other questions about our products or services.

We currently ship to the United States, Canada, Australia and the UK. To enquire about shipping to a different destination, please contact us.

All our products and custom builds are dispatched between Monday to Friday. WE DO NOT DISPATCH ON WEEKENDS. For orders that are not for Custom PCs, if they are ordered during a weekend with Next Working Day delivery, they would be dispatched on the Monday for delivery on Tuesday.

Please note that OUR CUT OFF FOR NEXT WORKING DAY DELIVERY IS 1PM.

Our Custom PCs have a Standard Build Time of 4-6 working days or an Express Build Time of 2-4 working days. This is in addition to your shipping time. If Free Standard Build Time and the Free Delivery option are chosen, it will take up to 11 working days for the Custom PC to be delivered to your address from the time the order is placed.

If Express Build Time and Next Working Day Delivery are chosen, delivery will take place 3-5 working days from the day the order is placed.

You will be sent an email with your courier tracking number on the day before the item is due to arrive at your address.

Our main courier is DPD, although we also utilise UPS, DHL and Royal Mail. For our custom PCs we can offer special couriers that will deliver from door to door at a custom price.

You can track your order from your account, alternatively you can use the link in the shipping confirmation email sent when shipped from us.

When you first receive your PC make sure there is no damage by checking all sides and the box it came in. If there is any damage or anything moving around in the PC, please contact us and keep your original box in case a return is needed. 

If you weren't in at the time of delivery, in most cases the courier will deliver it to a pickup shop. You have a limited amount of time to collect the item before it is sent back to us. All details are in the provided shipping email via the tracking link.

In the event the item comes back to us. We can re ship this out to you and you would be liable for the shipping charge. Alternatively we can refund the order but it would be minus the attempted delivery cost.

If you were in and the courier stated they attempted delivery but they didn't you must contact the courier directly.

Your intent to return the item must be clearly communicated to us within 14 days of receiving it. This must be done via the returns form on our website (https://directcomputers.co.uk/pages/shipping-and-returns) but we also advise informing us via email to customerservice@directcomputers.co.uk .

After that, you will have up to 14 days to transport the item to us before the return is cancelled and the window for returns is closed. Items must be returned in the same condition in which they were received, be unused, have and include all the original packaging. In accordance with UK law, please be aware that any damage from handling that could decrease the sale value of the returned item will incur a restocking fee relative to the extent of the damage. Any excess handling that goes beyond that needed to judge the functioning of a purchased item also incurs a smaller restocking fee of 15% of the items initial sale value. Should any components or peripherals that were shipped as part of the order not be returned, a commensurate sum will be deducted from the refunded amount.

Please also be aware that the cost of shipping a returned product back to Direct Computers is paid for by the customer and the customer is also liable for any damage incurred by the courier service used to deliver the returned product. Therefore, please be very careful when packaging the item and please choose a trustworthy delivery service with insurance and tracked delivery.

Once we receive your item, we will inspect it and notify you that we have received your returned item. Our unboxing of your returned item and its subsequent testing by our technician will be recorded. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, our accounts team will initiate a refund to your credit card (or original method of payment) on the Friday after your refund has been approved. You will receive the credit within a certain number of days, depending on your card issuer's policies.

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.

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.

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.

All our Custom PCs by default come with 3 years warranty. This includes parts and labour. You can also upgrade to 5 years warranty. Our warranty includes all hardware issues relating to the machine. If there is any faults, we will attempt to solve this remotely and if needed get the PC collected and back to base for repair.

Our warranty doesn't include any software issues. When the PC system leaves us, it is fully stress tested on a fresh install of Windows and full working with all relevant drivers installed. Software that is installed on the system after is not under our control. You can purchase support regarding software here with one of our support packages.

There are a number of things that can void your warranty which you can find more information here. The main things are getting the system hardware/shadow banned. As this effects the system hardware resulting in it being unusabled, you would void your warranty. Other things also include tampering and damaging the system. If we are repairing your PC and find you to be a cause of a hardware issue you may incur additonal costs for repair/replacement parts and labour.

Your PC will arrive in its Computer case box. If you PC contains a graphics card, you'll need to simply open your side panel and take out the expanding foam which which has been installed for protection via transit. Do not turn on the PC with this still installed!

In the box your computer arrives in you'll find the power cable, spare Sata Data cables for installing extra storage drives, if you've selected WiFi and Bluetooth, then you'll recieve either a USB or Antennas. You may also recieve any extra accessories that come with the parts included in your build such as screws, GPU mounts and more.

Yes, yes and yes! We make sure all the Custom PCs we ship out are primed and ready for you to plug in and start using straight out box without having to worry about any important drivers or updates being installed.

If your Custom PC comes with WiFi and Bluetooth there are two ways to connect. If you recieve a WiFi and Bluetooth USB, plug this into one of the available USB ports on the PC, you'll then be able to access networking options local to the PC and connect. If your PC has a PCIe or built in WiFi and Bluetooth, then you'll recieve two antennas with the PC. These easily screw onto the two golden screw holes on the back of the PC, you cannot miss them and again you'll then have access to connect to local WiFi connections and Bluetooth devices.

If your system has a dedicated graphics card, then you might be plugging into your on-board graphics by accident. It's easy to tell the difference by looking at the back of your PC there is two sections. The ports that are going vertical which contain your USBs is for your motherboard. Below that section there are display ports lined horizontally. You need to plug into the horizontal ports if you have a dedicated graphics card.

Ensure that the power cable is securely connected to both the power outlet and the power supply input on your computer. Verify that the power supply switch, if available, is turned on.

Our PCs come with Windows 10, enabling easy search for the Windows on board Troubleshooter. Simply click the magnifying glass on the bottom left of your tool bar at the bottom of your screen. Typing "Troubleshoot" will direct you to "Troubleshoot settings. (it has a wrench icon). Here, you can diagnose specific problems (for example if your bluetooth is not connecting or Wi-fi is not being recognised).