Shipping & Delivery
Q: What are your shipping options and how long will my order take to arrive?
A: Great news! We offer free standard delivery within 2-3 working days to most of mainland UK on all orders. If you place your order before 3:30 pm, we usually get it shipped out to you on the very same day! Need it a little faster? You can choose our Priority Next Working Day Service for just £2.99 at checkout. You'll see any delivery charges clearly displayed on the basket page before you complete your order (for most of mainland UK addresses).
For our awesome customers in Northern Ireland and the Scottish Highlands & Outlying areas, we offer a 2-3 working day service for £15.99.
Q: Who will be delivering my order?
A: We partner with some of the best couriers to make sure your goodies arrive safely and on time! Our trusted friends include DPD, TNT, and Royal Mail. As soon as your order is on its way, we'll send you tracking information so you can keep an eye on its journey.
Q: Can I use discount codes?
A: Absolutely! We love to offer special promotions from time to time. Keep an eye out for our promo codes! Just remember that they might be case-sensitive and usually can't be combined with other offers.
Q: What payment methods do you accept online?
A: When you shop online with us, you can pay securely using most major debit cards (Visa Delta/Electron, Switch/Maestro) or credit cards (Visa, Mastercard).
If you'd prefer to order over the phone, we can accept payments via bank transfer (BACS or CHAPS).
At the moment, we don't accept payments via American Express or PayPal, and we're also not able to process one-time payment cards.
Q: Why is part of my order missing?
A: No worries if your entire order hasn't arrived in one go! Sometimes, depending on the size and what you've ordered, items might be shipped from a separate warehouse. The rest of your order should arrive soon, typically within the delivery timeframe we mentioned at checkout. Just a heads-up that things might take a little longer over weekends and bank holidays. Thanks for your patience! If you're concerned about anything, just pop open a support ticket and let us know.
Q: Can I change my delivery address after placing my order?
A: We totally get that things happen! While we'd love to help, once an order has been dispatched, we're unable to make any changes to the delivery address.
If you've made a mistake, the best thing to do is to quickly cancel your current order by opening a support ticket and then place a new one with the correct details. To avoid any hiccups in the future, please double-check your invoice and delivery addresses before submitting your order.
Returns
Q: How can I change or cancel my order?
A: Changed your mind? No problem, we're here to help! If your order hasn't left us yet, you can easily cancel it by opening a support ticket or giving us a ring on 01243 604200.
If your order is already on its way, don't worry! Just let us know and refuse the delivery when the courier arrives, and we'll take care of the rest, including processing a refund for you.
If you need to return or cancel an order within 7 days of receiving it, simply get in touch with our returns team by opening a ticket.
Q: I received the wrong item – what should I do?
A: Oops! If we've accidentally sent you the wrong item, please log in to your Alphacores account and open a support ticket. Tell us all the details about the item you received and what you were expecting. We'll look into it right away and do our best to get the correct item to you as soon as possible.
Q: What if I think my product is faulty?
A: If you suspect a fault with a branded product, it's often a good idea to first check out the manufacturer's website. They usually have lots of helpful info and might even be able to assist with repairs or replacements directly.
If you're still having trouble, don't hesitate to reach out to our amazing tech support team!
If our technicians confirm that the item is faulty and it's within 30 days of your purchase, we'll happily offer you a full refund or a replacement. For items purchased over 30 days ago, we'll handle getting them back to the manufacturer for repair or replacement.
Just a heads-up: if the returned item turns out to be working perfectly, we'll need to send it back to you, and you'll be responsible for the return postage fees.
Q: My order arrived damaged – what now?
A: Oh no! If your parcel arrives looking damaged, the best thing to do is to simply refuse the delivery and then let us know straight away by opening a support ticket with your order number and a quick description of the damage. We'll sort everything out and make sure a replacement gets to you as soon as possible.
If you discover damage after you've opened the package, please contact us within 72 hours by opening a support ticket. If you could also include some photos of the damage, that would really help us understand the situation better. We'd also appreciate it if you could keep the damaged item and its original packaging, as this might be needed for the claims process.
Q: How do I get technical support for something I bought?
A: We're always happy to help with any hardware you've purchased from us! While we can't offer support for items bought elsewhere, we can definitely try to troubleshoot any issues you're having with your Alphacores gear.
Before getting in touch, it's often helpful to check your product manuals and see if there are any useful resources online – the manufacturer's website is often a goldmine of information! This can help us give you the quickest and most effective support.
If you still need our help, please don't hesitate to open a support ticket. Our tech team will get back to you as soon as they can.
Q: Can I return an item if I've simply changed my mind?
A: Absolutely! You can easily return any non-faulty items you've bought from our online store within 14 working days of delivery for either a refund or an exchange. To start a return, just log in to your "My Account" section on our website and open a ticket. We promise to get an RMA (Return Merchandise Authorization) number to you promptly, along with clear instructions on how to send the item back. To be eligible for a refund, the item must be in its original, unused, and complete condition.
Q: How long will my refund take to process?
A: Once your refund is approved, we'll get the payment processed right away. However, it usually takes around 7 working days for your bank to complete the transaction and for the funds to show up in your account.
Q: What should I do if my product isn't compatible with my system?
A: If you're running into any compatibility issues, we really want to help! Often, the best place to find solutions for these kinds of problems is the manufacturer's website. However, we know that sometimes that's not enough. If you're still having trouble, please don't hesitate to get in touch with our friendly technical support team. They're always ready and willing to go the extra mile to make sure you're happy with your purchase. Just log in to your account and open a ticket to get in touch!
