Frequantly Asked Questions
ALL ORDERS ARE NOW SHIPPED WITH DPD.IE
ALL DELIVERIES ARE NOW WITH DPD.IE AND YOU CAN NOW CHANGE THE DELIVERY TIME AND LOCATION WHEN YOU RECEIVE YOUR OUT FOR DELIVERY SMS TEXT WHICH YOU WILL RECEIVE ON THE MORNING OF DELIVERY. YOU WILL ALSO RECEIVE DPD.IE TRACKING INFORMATION WITHIN THE DISPATCH EMAIL SENT WHEN YOUR ORDER SHIPS. ONCE YOU HAVE RECEIVED THE SMS TEXT FROM DPD.IE YOU HAVE THE OPTION TO SELECT A DELIVERY WINDOW , HAVE THE ORDER DELIVERED TO ANOTHER ADDRESS , DELAY TO ANOTHER DAY OR YOU CAN HAVE THE ORDER DROPPED AT ONE OF THE 350+ DPD.IE COLLECTION POINTS ACROSS IRELAND. YOU WILL FIND MORE INFORMATION ON THE DPD.IE WEBSITE
Can I Collect direct from your facility in Carlow ?
We cannot offer a collection or drop off service to or from our facility in Carlow. Our Faciliy in Carlow is a secure facility and we
do not have the capability to offer a collection or drop off services so please do not drive to our facility. There can be no flexibility
on this rule so please do not ask.
Can i ship returns back with AN POST ?
We do not recommend using AN POST for shipping returns to us due to AN POST allowing their staff to sign for parcels. We have had a number of issues were
items returned to us were listed on the AN POST website as delivered however we had not received the parcels. We are aware multiple parcels shipped to us
were delivered to incorrect addresses and we have tracked down a number of parcels however the concern we have is that parcels can go missing and if you
ship with AN POST our GOODS IN TRANSIT insurance does not covered the return and even is you pay AN POST for Insurance they will not allow a claim as they
will simply state the parcel was delivered and they have a signature. The signature however that of their own staff and not us the recipient. We cannot accept
responsibility for returns until we are in the possession so we recommend using DPD.IE , FASTWAY.IE or GLS.IE to to send returns. The cost may be a little more
however you can be assured the goods will reach us and when we receive you will see on the shippers website that we signed for the parcel.
Can I add to or alter an existing order?
Once your order has been confirmed we are unable to make any alterations to it in any way.
Do we have a telephone number or support phone number?
We do not offer phone support and all support enquires related to technical or sales must be made through our Help Desk. Our support staff may on occasion need to contact a customer by phone and we are aware that customers often keep this number or find our internal numbers from other sources however it must be understood that we do not answer calls and as stated all enquiries must be through our Help Desk. We do not advertise a phone number and no numbers are listed on our website or in our emails. Please understand that the reason behind this allows us to provide a far superior support service through our Help Desk which is staffed by qualified and experienced staff. Our Help Desk also allows files such as screengrabs to be shared which allows for issues to be dealt with far quicker than by phone. We removed phone support in 2015 after consultation with our customers. In 2020 we sent an email to 12,000 registered customers asking their opinion on whether they preferred phone of help desk support and the overwhelming answer was 83% of customers who replied prefered support through our Help Desk. Our Help Desk allows tickets to be created by email , contact form , social media posts from Twitter and Facebook as well as live chat.
Earning & Spending Reward Points?
Reward Coins can only be earned by customers who have created an account and place orders from within their account. Orders placed from GUEST ACCOUNTS are not eligible for Reward Points. If an order is placed by a customer with an account who has not logged in then they will not earn points on the purchase and this cannot be changed later. If a customer who has placed an order as a GUEST then later opens an account any order placed as a GUEST is not eligible for Reward Coins and therefore cannot be added later. If Reqard Coins are not awared when an order is placed we cannot add points later. Management decisions are final and reward coins do not have a cash value and can be removed at any stage without notice.
Can I cancel an order?
Orders can be cancelled from within your account and depending on the order status you can cancel an order simply by selecting the cancel order option from within your account. If you checked out as a guest without creating an account you will have to create a support ticket however orders may ship or move to a different stage in the time it takes for a support ticket to be answered ( weekends , holidays etc). You can view order stages by clicking on the link on the footer of our website. If we ship an order and it is refused at point of delivery this can be an issue with good in transit insurance and we ask customers to accept delivery and then create an rma. If the goods order was cancelled before the dispatch date we are responsible for the cost of return of cost of collection if however the cancellation was after the dispatch then the cost lies with the customer to return the order. We reserve the right to refuse any returned order which does not have a valid RMA number. We always recommend setting up an account when placing an order as this offers easy cancellation options for orders based on the order stage amd avoids having to send support tickets or emails and waiting for a response. Please refer to Article 7 in our Terms & Conditions for more Information on Cancelling both Component and Custom Product Orders. Account holders can cancel an order from within their account or by emailing firstname.lastname@example.org and Guest Checkout Customers can cancel an order by emailing email@example.com . Please read our terms and conditions for cancellation information as there are different terms for components and custom pcs. If you cancel an order you will get a CANCELLED ORDER email from us however if you do not receive this email within 24 hours (business days ) please email firstname.lastname@example.org or check your account for the order status. Orders was be cancelled for us to 15 days after date of receipt under certain terms and conditions related to distance selling regulations and you will find information on this in oiur terms and conditions.
Not Receiving Order Confirmation or Order Status Updates by Email ?
Our websites sends automated emails to the email address entered by the customer when placing an order and this order confirmation email
What is the Warranty when building your own pc?
If you are building your own PC from components purchased then you do not have a PC warranty however each compoment seperately includes warranty.
When will I be charged if I pay by card / PayPal ?
For all online orders, your card will be charged for items when your order is placed. You will receive an order confirmation email within 15 minutes of placing an order.
Can I change my delivery address once my order has been submitted online?
Unfortunately, it isn’t possible to change your delivery address after you’ve submitted an order. You can however log into your online account and update your details for the next order. Credit Card companies and Banks use the provided address to gauge the security risk of each transaction and therefore once an order has been placed we cannot change the delivery address.
Can I arranage a collection under the Collect & Return Warranty from a third party address?
Collections can only be made from the original delivery address when booking a return under our collect and return warranty. We cannot offer collections from an address other than the original delivery address and it should also be noted that the collect and return is only available to the original purchaser and it cannot be transfered to a third party.
Can I change the specification of a Ready 2 Go or Next Day Delivery PC ?
We cannot change the specification of a Ready 2 Go or Next Day Delivery PCs from the specification stated on the product description page.. If you want to make changes you should purchase a PC from our Custom Ranges. We cannot install any third party components or components purchased from our Parts Store.
How do I return an item?
Returning an item is really easy. You can complete an RMA request by clicking on the RETURN link at the top of each page or you
can log into your account and click on the RMA link to the left. During COVID19 Restrictons all returns are subject to a 10 day quarantine period.
You should always contact support support before requesting an RMA at HELPCENTRE.CUSTOMPC.ie or email email@example.com.
Do I have to pay for return postage?
If you’re returning an item to us by post or courier , you will need to cover the cost for postage and packaging. Custom PCs & Laptops Include Collect & Return Warranty.
We recommend only using a recorded delivery service and it is important to ensure any item being return is packed safely. It is also reccomended to insure and item being returned and this should be arranged with your carrier. If an item is refused when delivery is attempted then the liability is passed to the customer until the item is returned to us and accepted in good order. We do not recommend refusing a delivery as this means the order is no longer insured and should the item be lost or damaged the cost falls on the person who refused delivery. We cannot accept deliveries / returns unless the RMA number is clearly shown on the exterior of the box.
I had a problem and support were unable to deal with the problem to my satisfaction ?
If you have opened a support ticket and support has rendered a decision you are unhappy with please email firstname.lastname@example.org and a manager will review the decision made and read over all of the communications to understand the problem. It is important that you provide your order number and support ticket reference number to allow a through review to take place. We cannot promise a different outcome however we will review the issue and ensure all terms and conditions were adhered to. We are here to assist our customers and referring an issue to a manager is an option available only after a decision has been rendered by support. We cannot answer emails to email@example.com unless a support ticket has been raised with support ( HELP CENTRE ) and they have rendered a decision. When we review the issue you will get an email back either asking for more information or rendering a formal decision based on the evidence available. Please consider this as a last restort as we expect 99.9% of issues to be dealth with by our Support Staff without the need to refer to a manager. Our Terms & Conditions are comprehensive and we abide by them to ensure all customers are treated in the same fair manner. Our support staff render decisions based on Our Terms & Conditions.
Order Tracking & Delivery Information?
For Order tracking please contact us through our HELP DESK . Our staff answer enquiries within 2 hours business hours Monday to Friday.
PLEASE DO NOT CALL OUR TECHNICAL OR SUPPORT PHONE NUMBERS REQUESTING TRACKING OR ORDER INFORMATION.
You will receive a DISPATCH email the day prior to the delivery and within this email you will find a TRACKING ID which will allow you to track the delivery at www.FASTWAY.ie
FOR DELIVERY INFORMATION AFTER RECEIPT OF YOUR DISPATCH EMAIL PLEASE CONTACT NIGHTLINE.IE FOR TRACKING AND NOT OURSELVES
COMPONENT & ACCESSORY DELIVERIES CAN TAKE UP TO 7 BUSINESS DAYS FROM DATE OF ORDER WITH A SAME DAY PROCESSING CUT OFF OF 2.30PM
ORDERS PLACED ON WEEKENDS & BANK HOLIDAYS ARE PROCESSED NEXT BUSINESS DAY
|COMPONENTS & ACCESSORIES ONLY ( NOT APPLICABLE DURING COVID19 RESTRICTIONS )|
ORDER DELIVERY TIME TABLE - ESTIMATES ONLY
|DELIVERIES WITH FASTWAY.IE|
|ORDERS PLACED||ESTIMATED DELIVERY MINIMUM|
|MONDAY BEFORE 3PM||EARLIEST DELIVERY THURSDAY 4 BUSINESS DAYS|
|MONDAY AFTER 3PM||EARLIEST DELIVERY MONDAY 5 BUSINESS DAYS|
|TUESDAY||EARLIEST DELIVERY MONDAY 4 BUSINESS DAYS|
|WEDNESDAY BEFORE 3PM||EARLIEST DELIVERY MONDAY 3 BUSINESS DAYS|
|WEDNESDAY AFTER 3PM||EARLIEST DELIVERY TUESDAY 4 BUSINESS DAYS|
|THURSDAY||EARLIEST DELIVERY TUESDAY 4 BUSINESS DAYS|
|FRIDAY BEFORE 3PM||EARLIEST DELIVERY TUESDAY 3 BUSINESS DAYS|
|FRIDAY AFTER 3PM||EARLIEST DELIVERY THURSDAY 5 BUSINESS DAYS|
|SATURDAY||EARLIEST DELIVERY THURSDAY 4 BUSINESS DAYS|
|SUNDAY||EARLIEST DELIVERY THURSDAY 4 BUSINESS DAYS|
CUSTOM DESKTOP PCS & LAPTOPS - DELIVERY TIME FRAME IS UP TO 10 BUSINESS DAYS FROM DATE OF ORDER WITH SAME DAY PROCESSING CUT OFF OF 3PM
THE AVERAGE TIME OF A PC BUILD IS 6 BUSINESS DAYS HOWEVER THE TIMEFRAME DEPENDS ON MANY FACTORS AND THIS IS WHY WE STATED 12 BUSINESS DAYS.
DELIVERY DATES STATED ABOVE ARE ESTIMATES ONLY. YOU WILL RECEIVE A DISPATCH EMAIL THE BUSINESS DAY PRIOR TO DELIVERY.
DELIVERIES ARE BUSINESS HOURS MONDAY TO FRIDAY ONLY. THERE ARE NO DELIVERIES ON WEEKENDS OR BANK HOLIDAYS.
ABOVE ESTIMATES EXCLUDE SPECIAL ORDER ITEMS , CUSTOM DESKTOP PCS AND CUSTOM LAPTOPS.