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  Tuesday 22nd August 2017
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FAQ



1.  How is the delivery charge calculated ?
2.  Do you accept Paypal for payments ?
2a. Can I cancel / amend an existing order ?
3.  Are there any other charges ? - i.e. Credit Card Charges etc.
4.  How long does it take for my order to be delivered ?
5.  Can we deliver to outside of the UK mainland ?
6.  How do I return a product?
7.  Problems with delivery ?
8.  What do I do if my order is on 'back order'?
9.  Voucher Codes?
10. What do I do if I have forgotten my passwords?


1. How is the delivery charge calculated ?


Our delivery charges are based on weight as well as other factors. All of the items for sale on the Bigpockets.co.uk website have had their weights calculated and added to the database. The total weight is then shown upon completion of your order when you reach the checkout. Certain orders to highlands and off shore destinations are subject to an surcharge which will be added at the checkout.

Some items are marked as 'Free Delivery'. This applies to UK Mainland only unless otherwise stated. Certain products, such as those sold on daily deal sites are not compatible with our free delivery items. If a free delivery item is added to the basket along with a deal site product, the delivery charge will still have to be paid.

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2. Do you accept Paypal for payment?


YES, we accept Paypal for payment.

What Is PayPal?

PayPal, the trusted leader in online payments, enables buyers and businesses to send and receive money online. PayPal has over 100 million member accounts in 190 countries and regions. It's accepted by merchants everywhere, both on and off eBay.

Is it safe to use?
PayPal helps protect your credit card information with industry-leading security and fraud prevention systems. When you use PayPal, your financial information is never shared with the merchant.

Why use PayPal?

* Make purchases or send money with PayPal – it’s free
* Shop and pay conveniently by saving your information with PayPal
* PayPal is accepted by millions of businesses worldwide and is the preferred payment method on eBay

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2a. Can I cancel / amend an existing order ?


YES. If you wish to Cancel or amend your order, you can cancel or amend your order up to 7 days from time of delivery, you will be required to contact us as soon as possible and notify us that you wish to cancel / amend your order, if goods have already been despatched, you will be required to send the goods back to us at your cost.. If your order has not been processed than we will make every effort to stop it going out or amend the order before leaving us. (Once your order has reached our warehouse for processing, we will be unable to cancel or make amendments to the order), you will need to refuse the delivery and a refund will be made to you within 30 days, less any delivery costs incurred to us. ( please check terms & conditions of sale )

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3. Are there any other charges ? - i.e. Credit Card Charges etc.

NO. There are no extra charges for using Credit or Debit cards. The only extra will be the delivery charge, this will be calculated when you have completed your purchase.

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4. How long does it take for my order to be delivered ?

Bigpockets.co.uk will endeavour to dispatch any order placed before 3pm unless stated differently in the product description. Some products do require building and testing before shipping. In the unlikely event of us being unable to meet this deadline we will contact you via email to advise you of the revised delivery date for your order.
International deliveries will be made within 7 working days (depending on destination).

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5. Can we deliver to outside of the UK Mainland ?


YES. Bigpockets.co.uk now ship to the following International destinations .

France - Italy - Germany - Spain - Portugal -Luxembourg - Northern Ireland & Republic of Ireland


Your delivery costs will be calculated for you at the end of your order. All European deliveries must abide by their own countries taxation laws (Orders CANNOT be sent as GIFTS). Delivery costs will be calculated upon reaching the checkout.

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6. How do I return a product?

All Returns must have an issued RMA number, accompanied by returns RMA form (with all requested information clearly visible). Warranty on all items are RTB (Return to base), item/s must be returned at your cost unless sent to you in error (this is nonrefundable). All consumable items are not exchangeable or refundable unless found to be faulty. All second user hardware items are covered by a 30 day RTB warranty (unless stated otherwise). All items suspected to be damaged or faulty must be returned and tested, if no fault can be found or suspected fault replicated, then the item/s will be returned to you at your own cost ( a handling charge of £25.00 may be incurred for testing items found with no faults - hardware only) or a refund for the item will be issued and the item restocked (Please note a 15% handling fee will be applied). We will only send replacement goods upon receipt of returned items.

Return to:
To return any goods to us, your must first submit a ticket to our returns department
and we will supply you with a RMA No. Please ensure that you clearly label all goods for return with your Name, Account number, RMA number and Order number.

Then send your goods to
Bigpockets Ltd,
34 Great Central Street,
Leicester,
LE1 4JT

We advise you to print and keep safe a copy of the terms & conditions Please send goods back to us using recorded delivery with insurance, we can not be held responsible for goods damaged in transit whilst returning to us.

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7. Problems with delivery ?

Always check your delivery for damage before accepting delivery, if you suspect the package to be damaged then please refuse the delivery and contact us right away. In the event of your package not arriving to you once it has been dispatched, please contact us via e-mail / phone and we will supply you with a unique tracking number assigned to your package, this will help with the tracking and delivery of the package. All information about our couriers can be found at the following websites. www.interlinkexpress.com or www.city-link.com

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8. What do I do if my order is on 'back order'?

If you receive an e-mail from us telling you that one or more of your items on your order is currently out of stock, you can;
i) Wait until the item(s) becomes available and wait for the whole order to arrive as per usual (we will e-mail you as soon as the order has been despatched from us)
ii) Contact our customer service desk and remove the item(s) that are not in stock and have the rest of the order despatched as usual.

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9. Voucher Codes?

We sometimes make available promotional voucher codes. These need to be entered at the basket page for the promition to be applied. Voucer codes bought from deal sites need to be entered into the same place. Please note only one voucher code can be accepted per order on our website.

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10. What do I do if I have forgotten my passwords?

For order tracking you need to goto the my account page and login to your account.
Please Note: For Paypal Express Checkout customers you will need to register to use order tracking.

For security reasons original passwords for My Account cannot be sent out again.
You must fill in the lost password form and a new password will be sent out to you.

Please note: All passwords are case sensitive.

Please try to remember your passwords.

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