| FAQs
"How do I order?"
Browse through the shop categories on the left side of the screen and choose a cateogry to browse products, or use the search box if you know the name of the product you're looking for. Clicking on a product name or picture will provide specifications and a photo on a given product. To add a product to your order, click `Add to Basket`. Please note that out of stock items may be missing the 'add to basket' button, but if you would like to be notified when this product is available again please email sales@kustompcs.co.uk. When you have chosen everything you need click `Basket` on the top menu and choose the Checkout option . After confirming your order, you will be prompted to choose your shipping country - the following screen then requests delivery information and shows available shipping options and costs.
You will recieve an initial confirmation email from us to show that the transaction has been recieved. We will process your order as quickly as possible (please note that we do not process orders on weekends or public holidays) and let you know when your order has been sent. If we forsee any difficulties with your order, we will send an email to you as soon as possible explaining the situation.
"Do I need to register an account to shop with you?"
No, this is not required, although our checkout page has a tick box that allows you to have your name and address details stored in a cookie on your computer. This is not neccesary, but you may wish to use this facility if you plan to order regularly as it will save time in the checkout process. Please note this function records only your name, address and contact information - it will NOT store any payment details, these must be entered manually at the time of ordering.
"What is your privacy policy?"
We are committed to protecting your privacy, we collect your personal details to allow us to process your order. This information is not sold or passed to any other companies. Your personal details are used only to process your order, deliver your order and for us to contact you with any queries relating to your order.
From 20th May 2006, we collected email addresses for marketing purposes - you can choose during checkout to be included or excluded from marketing. We only send mailshots occasionally, but if you are subscribed and wish to remove your address from our mailing list, please just reply to sales@kustompcs.co.uk with the subject line 'Remove' and we will action this right away. Please make sure to send this from the registered email account or note the account in the message body so that we know which address to remove.
Credit or Debit card payments are processed securely, with information sent by a 128-bit SSL connection. For customers using paypal payment at checkout, card information is handled entirely by your paypal account and is not processed by ourselves.
"How long does delivery take?"
For items in stock, orders are shipped out on the same working day if placed by 3pm, or on the following weekday for orders placed after this time or over weekends / public holidays. Products showing 'ordered on request' or 'pre-order' or custom modifications / assemblies will have a lead time before despatch and we will keep you informed on progress of these items. The delivery method reflects the timescale from point of departure, so please bear in mind that next day delivery applies from the point of despatch which may be 3 days from placing the order for items marked with 'ordered on request'. When your order has been shipped, we send an email to you confirming that the order is sent along with tracking details for the relevant delivery service. For UK customers, Royal Mail Recorded parcels will arrive within a few days and Interlink / Royal Mail Special Delivery are normally delivered on the following working day. Please understand we are not able to contractually agree delivery timescales unless by prior arrangement.
"How much is delivery in the UK?"
Shipping costs are calculated on the weight and size of your order. For small / low value orders, Royal Mail Recorded is a cost effective shipping method typically taking 1-3 working days to arrive. Royal Mail Special delivery is suitable for slightly higher value orders or can be selected if you need items quickly , as this is a 'next working day before noon' service. For larger orders, only the 'Interlink Shipping' option will be available, and this is a next working day delivery service by courier. The cost of your order including delivery will be shown to you before you are taken to the payment page. To get a delivery quote, please add items to your basket and then choose your shipping destination on the Checkout screen to see delivery options available for your order.
" I don't stay in the United Kingdom, how much is postage to other parts of the world ?"
We now ship orders to many other countries in the world. For a delivery quote, please add items to your basket and you will be shown a delivery cost when you have chosen your delivery location. This will be displayed clearly before you make payment for your order. Please note that larger items / orders over 2kg in weight for shipment outwith of Europe will give an estimated cost, but this may be subject to volumetric charges. If you need an item like a PC case shipped outwith of Europe, please contact us for an accurate shipping quote. Please note that some items may not be shipped outwith of the United Kingdom - we will not process orders for component products (such as motherboards, processors, memory) and are not able to send drinks products by mail shipment.
"Which payment methods do you accept?"
We accept most major debit and credit cards through a 128-bit encrypted secure checkout (Switch, Solo, Maestro, Visa, Electron, Mastercard). You can also choose cheque payment if you wish to allocate stock to your order and send a cheque in the post, we will send your order when the payment has cleared. We now also support Paypal Express Checkout - allowing you to quickly process your order and use your stored paypal account address and payment information.
"I've bought a product and having just recieved it realised its not suitable for my needs"
That's fine, you have a 'cooling off' period (as per Distance Selling Regulations) where you can return your purchase for a full refund of the product value. Please note this does not allow products to be trialled and is intended to give you the same ability to inspect a product as you would in a shop. Products must be taken good care of and returned complete to be eligible. Please contact us within 14 days of delivery with your order number and we'll supply a return authorisation number for you to return the products to us. Returns of non-faulty goods are not normally entitled to a postage refund, so of course if you have any doubts over suitability of a product - please check with us before ordering ! It can save everybody some time and money .
"My product doesn't work or has been damaged in shipping"
Contact us and we'll sort it for you as quickly as possible. Your order should reach you in perfect condition as we take great care in packaging, but should any product arrive damaged we will be able to swap it for you.
All goods (except those classed as consumables, and where stated on b-grade items) are provided with at least 12 months warranty from the date of delivery.
If you suspect a problem with your product, please provide as much information as you can regarding this to us. If you have already made steps to confirm the fault, let us know as this will help us turn things around faster for you. When you contact us, we will get back to you as soon as possible with a return authorisation (or suggestions for resolving the problem if we feel that the problem is easily resolved by yourself !) and will ask you to post back smaller items or specify a collection date for larger items. We will cover postage costs both ways for faulty goods for UK customers within 12 months of purchase, and so if you send goods back to us by post we will refund the postage costs back to your payment card upon confirmation of the product fault. For customers outwith of the United Kingdom, we will return goods at no cost but shipping costs back to us for faulty goods are the responsibility of the customer.
Please retain all product packaging and accessories in case you need to return your product at any stage within the warranty period.
"What are your company details?" (Firm of) Kustom PCs
40 Fort Street
Ayr
Scotland
KA7 1DE Vat Reg 761 6106 44
We have no other locations or trading aliases.
"My question has not been answered above"
Send us an email (see the Contact page) and we'll do what we can to help. We will respond quickly and do everything we can to assist.
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