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If talking to a real-life human is more your thing, you can reach out to our Customer Service Team via email.

General FAQs


What if I want to speak to someone?

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.

What payment methods do you accept?

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.

How do i make changes to an order I've already placed?

If you would like to change your order that hasn’t been collected by a courier 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 an order but we can arrange a return for you if necessary.

How do I contact you if I can't find the answer to my question?

You can contact us any time by emailing customerservice@directcomputers.co.uk, filling in the form on this page, if our live chat is online you can speak to one of our team instantly or 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.


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?

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?

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?

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

Returns, Refunds and Cancellations

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?

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?

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?

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?

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.

PC FAQs and Troubleshooting

  • PC Startup Guide

    All our Custom PCs come with a Startup Guide. You'll find useful information on how to setup your brand new PC.

  • Haven't got a PC from us yet?

    If you're looking for a brand new PC that comes with all the support you need then look no further.


What to do first when my PC arrives?

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. 

How long will it take to receive my Custom PC?

Our Custom PCs have a standard build time of 4-6 working days or express build time of 2-4 working days. This combines with your shipping method chosen at checkout which will result in how long it will take for your PC to arrive. All our Custom PCs are build to order.

What if my PC has arrived damaged?

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 warranty comes with my Custom PC?

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.

What isn't included in the warranty?

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.

What would void my warranty?

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.

Setting up the PC for first time use

Removing the expanding foam

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!

What's included with my PC?

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.

Is it really as easy as plugging in and play?

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.

How do I connect my PC to WiFi and Bluetooth?

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.

PC Troubleshooting

Why is my PC not getting a display but everything is plugged in and has power?

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.

Everything is plugged in but I'm not getting any power when turning on?

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.

Diagnosing common problems

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).

PC Troubleshooting Top Tips

  • Keep your PC up to date. Windows will tend to automatically apply updates but sometimes it might need a helping hand. Simply press the Windows key and type Windows updates, from there click Check for Windows Updates and then install any that pop up.
  • Keep your drivers up to date. One of the main drivers will be your graphics card, if you have a Nvidia one, you'll see in the bottom right the Nvidia control panel/experience, from there you'll be notified when a new update comes out for your GPU. 
  • If you run into a BSOD (Blue Screen Of Death), there can be many causes of this. When the screen comes up, you'll receive an error message, make sure to remember this. Most BSODs come from installing an application, updating a driver or having something causing compatibility issues. It's important to remember what happened before you started seeing it. Contact us if you receive this issue

Get in touch

Have questions about your order, or a general enquiry?