Shipping & Returns

We currently ship to the UK, United States, Canada, Australia and most of Europe. 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. Almost all of our PCs are built to order, meaning unless otherwise stated, there is a build time of around 4 to 6 working days before they are shipped, you will then be sent an email with your courier tracking number. OUR CUT OFF FOR NEXT DAY DELIVERY IS 1PM ON A WORKING DAY. A next day delivery ordered on a weekend will be dispatched on the following Monday and delivered on the Tuesday.

You can choose from various couriers that we use on a day to day basis, Our main couriers are DPD and Royal Mail. On request via phone or email, we also 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.

Amazon will provide all order and shipping confirmation communication: this is to avoid conflicting messages and reduce confusion.

Please inspect your package before signing for it/ accepting it from the courier service. Make sure there is no visible external damage to the cardboard packaging. If you sign for the delivery, you are confirming with the courier that it has arrived in good order. If your order is damaged in transit on its way to you, we will make a complaint to the delivery service and arrange this to be returned to us for replacement or for a full refund. Please contact us immediately if you find damage.

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'tarrived please check the courier website. If you're still concerned please contact us on 0114 296 0035 or at customerservice@directcomputers.co.uk.

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 deliver 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 at least 15% of the item's 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.

If you find a hardware fault in your item that was present at the time of dispatch, you have the right to a refund if you return your faulty item within 30 days of receiving it. After 30 days has passed but before 6 months has passed, if you find a fault, a refund can only be offered if Direct Computers cannot repair or replace the item.

For Custom PCs that we have assembled for you, before a return due to hardware fault is arranged, it is necessary for one of Direct Computers' technicians to troubleshoot the issue via telephone and/or remote access first. This is because user error during initial set-up and errors from installed software can be confused with hardware issues, and are not covered by our returns policy. In a number of prior cases, issues have been satisfactorily resolved in this way with no further action.

Direct Computers will pay for delivery of faulty goods back to our workshop. There the goods will be inspected and tested by our technicians. This process will be recorded.

Please note that if the described fault cannot be found after rigorous testing, the item will be returned to you, and you will be charged for the delivery costs incurred by both returning the item to Direct Computers and the subsequent cost of shipping it back to you.

Please login to your account to request to cancel, if you checked out as guest please email customerservice@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 via our website and follow the instructions.

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.

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 item may not be covered by our insurance if not packed according to these guidelines. 

If you are returning a PC, ensure the corners of the PC are protected with either the polystyrene it was originally wrapped in or a thick layer of bubble wrap. There should be a gap of at least two inches between 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 sides and edges should be thoroughly protected. If shipping extras such as monitors, ensure it is unattached from any stands and wrap in a double layer of bubble wrap.  

Take clear photos of the item/PC in its original packaging for assessment by our Shipping and Returns Team prior to sending the item/PC back to us. Please send these photos and your order number to customerservice@directcomputers.co.uk 

Once the item is packaged, it should be transported in its original box or a box of similar size. Please ensure the item/s are packaged tightly and can't move around.

If the return is due to a hardware fault, we arrange collection of the item and 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 due to a hardware fault. The delivery costs for returns due to a change of mind must be covered by the customer. 

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.