Frequently Asked Questions
- What courier company/system do you usually use?
We dispatch all items sold with only a trustworthy courier like DPD Courier or Parcel Force. We usually use these services as they have insurance coverage.
- What happens if I want to know where my item is after you post?
We will always ensure we’ve got a tracking number or tracking information on all items we dispatch.
- How long until I get the stuff I’ve bought?
We endeavor to arrange the dispatch of the items we sell as quickly as we can. We know of the importance of getting it fast to your end. But sometimes the extra time we need to send the item to you means we can keep up with fantastic prices on our website.
Bear in mind that we apply “standard delivery” times to all UK Mainland postcodes. For UK Islands the time, as well as price, may vary.
Not all products are dispatched at the same time. However, if you purchased more than one item, we’ll make our best effort to ship your order at the same time.
In case you require an upgraded computer (Extra Memory Ram, Hard Drive or any other) this will be dispatched within 4-5 working days. When we sell refurbished items it will take a bit more of time to get it ready for dispatch, you will receive within 5-6 working days, but most orders are out within three working days.
Please get in contact on [email protected] if you require speedy delivery for your order or have any special circumstances.
- Do you deliver on Saturdays?
We don’t deliver any of our items on Saturdays usually but we could only under exceptional circumstances (an extra charge is applied).
- Will you let me know when my item has left your warehouse?
Yes, we will let you know as soon as your item is on its way. Please ensure to provide a valid email address at the moment of placing your order.
Delivery and dispatch times are estimates and may vary depending on your delivery address and availability of your items.
If there is any delay in the order we will let the customer know as soon as possible.
- What happens if I want to cancel?
Yes, you can cancel the order straight away if the item hasn’t left our warehouse yet. However, if you have received the item and you want to cancel you have 14 days from the date of your delivery in order to do this.
Please get in contact with us on [email protected] and right after we receive the item back in our warehouse and after a close inspection from our technicians to confirm that the item is in the same conditions than when we sent it. We will proceed with the refund. We can ONLY refund an order if it is within the 14 days of received by you.
The amount refunded into your account may take up to 7 to 14 working days for clearance.
- How can I pay for my item?
You can either use any major Credit and Debit cards, (VISA, VISA Electron, Mastercard, Switch, Solo) and you can use Paypal too. We use Sage Pay for our online payment gateway. Sage Pay is Europe’s leading independent payment service provider (PSP) and is one of the most trusted payment brands. Sage Pay part of The Sage Group, a FTSE 1000 listed Global accounting software company. Each year, they process over 4 billion payments securely online, over the phone and through card machines.
- After I placed my order what happens next?
Our automated system will send an email confirmation of the order, and the whole process will start for you to receive your item as soon as possible. (Bearing in mind the average delivery times mentioned above).
- I’m having trouble to place my order on your website, can I set the order over the phone?
We can’t accept payments over the phone; this is for security measure. We appreciate if you ring us up on 01252 375167 and let us know about the problem that’s going on and in that way we could sort it out.
- What happens if the item I’m after is out of stock?
All products on our website are readily available, however, as its a “live” feed this may sometimes not be the case. In case we’ve got another product that’s very close to the one you are looking into, we’ll let you know, and we could offer the option to you.
- How does your online payment system work?
Sage Pay securely manages all transactions we don’t store any bank account or card details. Sage Pay our online payment gateway leads everything. (They have all security in place as well as the SSL certificates) When you enter your bank card/credit card details, you will join their highly secure system.
- Will you have a copy of my Credit or Debit Card?
No, we don’t see any of your card details at any stage of the purchase.
- If I’m not too far from you, can I collect from your warehouse?
Yes, you can we are based in Camberley, Surrey. However, you’d need to get in contact with us via email or over the phone to make an appointment to collect.
- What happens if my item hasn’t arrived yet?
If you have already let pass the standard delivery time and your item hasn’t arrived yet, please get in contact with us on [email protected] or by phone 01252 375167.
- What happens if you’ve got a tracking number?
Please use the tracking information either with the courier’s website or the Royal Mail for details on your delivery.
- Your delivery address:
The delivery address will always be the address that’s your card registered on. The card you used to place your order. Once the request has is submitted, we won’t be able to amend or change the address for security purposes.
- What happens if I am not going to be in at home to receive my order?
A signature (by an adult) will be required at the moment your item reaches the destination. In case there is none to receive it, the parcel won’t be left in a “safe place” instead a card will be left with the indication of when they will attempt to deliver again as well as the courier’s contact details. The courier also have their own notifications system in place to let you know about your parcel.
- Your signature.
If you receive an item and you “sign for it” that means the item is in good conditions. However, if you see that the box is damaged please ask the driver to put that information in their system straight away.
- What happens when a return order is needed?
We will do our best with every order; every customer is essential for us. However, there are some cases where something doesn’t go to plan, and an item has to be returned back to us.
If you need to return your item, please ensure is within the 14 days after the delivery day, we do not refund orders after the 14 days of receiving. Secondly send it back to ensure we’ll get it in perfect conditions (please attach the order information downloadable from our website). Clearly, state the reason for your return and get in touch with us on 01252375167 or [email protected] Monday to Friday from 9:00 am to 5:00 pm.
Please bear in mind that you must talk to a member of our team to let us know about the intention of returning an item to us to authorise the return.
- What are the special conditions for my order?
To proceed with the return, the item would be:
. Within the 14 days of receiving.
. When returning items, the product(s) has to be here at our warehouse within the following 14 days after the date of delivery.
. All items returned must contain the return note (to be downloaded from our website).
. All items returned must be in their original packaging or in a packaging that’s good enough to ensure that the items will arrive back to us in their original working conditions. Also any accessories, cables or manuals.
. As a general rule please ensure to get proof of postage (tracking information) as we accept no liability whatsoever for packages lost in the post.
- How do I return my faulty item?
First of all, you’d need to get in contact with us as soon as possible as you only have 14 days from the day you’ve received and you’d need to get an authorisation from us. Please call 01252 375167 or email [email protected]
Then you can download our returns form to start the return process. Click here
Right after we receive the item back, and after we inspect it carefully we will proceed with the refund to the value of the returned item. And we will keep you informed when we receive it via email.
- This is not the right one, where is my item?
We will do everything in our power for a situation like this never to occur, however, in case we’ve made a mistake please get in contact with us on 01252375167 or [email protected], and we will try to sort it out as soon as possible.
- I’ve just got my item, but it’s damaged, what do I do now?
Before any item leaves our warehouse, we make sure that everything is in working order and it is well packaged. However, if the item gets to you damaged in transit, please get in touch with us on 01252375167 or [email protected] as soon as possible. Would you please also take as many pictures as you can to support evidence because we’ll need to provide information to the courier.
As a general rule, please always ensure your parcel is in good-looking conditions before signing to accept the delivery. Because when you do it, so you are agreeing that is in good conditions and in this way we won’t be able to claim for any damage in transit with the courier.
- You’ve got it there. How long until I get my money back?
After we confirm that we received your item back, please allow seven working days to authorise the refund. The money will be back in your account right after that, however, please bear in mind that can be up to 14 days until the funds are available in your account if it is not, please get in contact with our customer services team Monday – Friday from 9 am to 5 pm. All the above conditions have to be met to finalise the refund process.
25. Do you have any warranty?
We will go the extra mile with every customer, and that means we will make our best effort to make sure the customer is happy when dealing with us. But if something goes wrong within the 90 days of purchase (refurbished items), we will try to sort the problem out as soon as possible.
In case the item is still under manufacturer’s warranty we will let you know, and you will require the assistance of the manufacturer’s to assist you.
26. What does exactly is covered under your warranty?
Our warranty only covers the hardware components with the product we sell to you (this doesn’t include the power lead, cable or battery). Any software included is provided “as its sold” and is not covered under our warranty, we only sell the computer to you, not the software.
Our limited warranty does not cover accidental damage (liquid damage) or misuse any alteration or modification to the product we’ve sold to you, tampering, unusual physical or operating environment beyond product specifications. Improper maintenance, failure caused by a third party (not Apple approved devices). Fair wear and tear is not covered either.
We don’t cover the software under any circumstances under this warranty. All computers we sell are pre-loaded with an Operating System appropriate for the age and model we sell, however, the way Apple designs their computer means some older models won’t work correctly with their latest Operating System. In case we’ve advertised the incorrect Operating System for your machine please get in touch with us as soon as possible.
It is entirely under Apple-Bay’s discretion whether we chose to repair, replace or offer a refund on the faulty item.
We will not be liable under any circumstance for any loss or damage (data, personal injury or damage to the environment as a result of any fault).
Refurbished items that have been repaired or replaced under warranty are covered for thirty days (30) from the date of supply. If any item is still under our warranty we will pay for the item to be returned to us.
27. My item is faulty what do I do now?
If your item is faulty follow this steps:
* Get in touch with our customer services team as soon as possible (within the 14 days of receiving your item).
* Fill in our Return Form. Click here
* Once we approve your return, please pack the item properly to make sure it gets to us as best as possible, i.e.: if its a laptop does not put the cable/charger on top of the computer. Or if its an iMac, please make sure the stand is well protected in transit otherwise if it is not well packed it will get damaged in transit.
* We are not liable for items damaged in transit. The customer is responsible for the item to be well packed and suitable to reach safely.
* Please make sure you get a proof of postage/tracking number when the item is sent to us.
* Once we receive your item and if all the above conditions are met we will repair, replace or refund at our discretion.
* We will pay for the return carriage if you’ve contacted us within the 14 days after delivery.
28. Can I extend the warranty for a refurbished item I’ve just purchased from you?
Not yet available but we are working on this service.