1. How is the delivery charge calculated ?
2. 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. How do I pay via a nochex payment ?
8. Problems with delivery ?
9. Can I exchange my incompatible discs ?
10. What do I do if my order is on 'back order'?
11. What do I do if I have forgotten my passwords?


1. How is the delivery charge calculated ?

Our delivery works on a set scale of price to weight ratios, which are shown in the table below. 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.

The following prices are examples
(UK MAINLAND ONLY)

0.01 kg - 1.00kg = From £2.12 +VAT
1.01 kg - 5kg = £5.52+VAT
5.1 kg - 20kg = £6.37+VAT
20kg + = Extra 21p Per kg added to £6.37+VAT

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2. 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 )

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

Zone 1 : France
0.01kg - 15.0kg = £8.99+VAT
15.1kg - 30.0kg = £17.98+VAT
30.1kg - 45.0kg = £26.97+VAT

Zone 2 : Luxembourg, Germany
0.01kg - 15.0kg = £11.06+VAT
15.1kg - 30.0kg = £22.11+VAT
30.1kg - 45.0kg = £33.17+VAT

Zone 3 : Spain, Republic Of Ireland
0.01kg - 15.0kg = £12.76+VAT
15.1kg - 30.0kg = £25.51+VAT
30.1kg - 45.0kg = £38.27+VAT

Delivery Charges to Isle of Wight - Isle of Man:
0.01kg - 1.0kg = £3.40+VAT
Over 1.0kg = £12.76+VAT

Delivery Charges to Northern Ireland:
0.01kg - 1.0kg = £4.25+VAT
1.01kg - 2.0kg = £6.80+VAT
2.01kg - 3.0kg = £9.35+VAT
Over 3.0kg - 20kg = £12.33+VAT

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
Big Pockets
Unit 30,
Enterprise Drive,
Lye, Stourbridge,
West Midlands,
England,
DY9 8QH

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. How do I pay via a nochex payment ?

Sorry we no longer accept NOCHEX payments. Please choose to pay from the other options in our checkout

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8. 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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9. Can I exchange my incompatible discs ?

YES. We will exchange any unused blank media which are not compatible with your drives, but there will be a swap out charge ( 15% of original price ) for this service. This charge is made because of admin and labour involved in processing your exchange. All replacements will be charged and sent out upon receipt of your original discs.


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10. 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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11. 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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