FAQs

Below you'll find answers to the questions we get asked the most from customers.

How can I track my order?

All orders are dispatched with the use of a courier service where you can track your parcel directly from the courier website. In order to do this, please use the tracking number provided via email and enter this onto the track your parcel option on the courier website.

If, however you have not received the tracking number, please email us at webcs@retaildirect.co.uk. We may send items individually, so if you have ordered more than one item from us it is possible you may receive them on different days.

 

What does my order status mean?

Here are the definitions for your order status:

Processing

The order has been sent to our warehouse for fulfilment. Your order will be dispatched within 1-2 working days.

Shipped

The order has been fully dispatched. The dispatch tracking number is provided in the Order Tracking email where you can obtain up to date dispatch information.

When can I expect my delivery?

All orders should be delivered in the expected delivery window as specified on the delivery option, when selecting during the checkout process. If you have not received the goods in the specified delivery window, please email us at webcs@retaildirect.co.uk. We may send items individually, so if you have ordered more than one item from us it is possible you may receive them on different days.

 

What is your policy for returning items?

Please see our Warranty & Returns policy here.

 

I need help with ordering. What should I do?

Placing an order on the Retail Direct website is very simple and easy. You can order online 24 hours a day, 365 days a year using our secure server. Just add your selected product(s) to the basket and proceed through the checkout and opt for payment methods such as direct checkout using your Debit/ Credit card, or via PayPal.

However, should you need help finding a product, you can either search for the name of the product/ model number/ stock code/ manufacturers part number by using the search box which can be found at the top of every page or contact us at webcs@retaildirect.co.uk for further shopping advice.

 

What payment methods do you accept?

We accept most credit/debit cards such as MasterCard, Visa, Visa Debit, Maestro, and American Express. For more details please email us at webcs@retaildirect.co.uk.

 

Are your prices inclusive of VAT?

Yes. All the prices listed are inclusive of VAT.

 

What is the response time for inquiries?

We aim to respond to all emails/ inquiries within 1-2 business days. During busy periods we may experience backlog of inquiries, but nonetheless will aim to respond as soon as possible.

 

What should I do if my item is faulty?

You need to inform us as soon as possible if you find that your item has developed a fault. Faulty items are any products that we supply to you which do not conform to the contract. The following are not classed as faulty items:

Any items that fail due to normal wear and tear, accident, wilful damage, failure to follow instructions, negligence by you or a third party, use otherwise than in accordance with their intended use, or any modification or maintenance carried out without the prior approval of Retail Direct or the manufacturer.

In the first instance we will attempt to rectify the fault promptly. Failing that, a replacement of a similar aged product will be offered. In some instances when this is not possible a partial or full refund will be offered depending on circumstances.

 

What do refurbished/ reconditioned mean?

The term refurbished/ reconditioned implies to a product that may have been returned to a manufacturer for a number of reasons:

-Unwanted Gift
-Undelivered Mail Order
-Trade Return
-Minor Cosmetic Blemish
-Missing Remote/manuals (Which is then replaced)
-Missing Accessories i.e. batteries
-Surplus/Bankrupt Stock
-Tatty Boxes/Packaging/Re-Boxed
-End of Line Stock

All products are then electrically checked and completed by the manufacturer. They are then sold as new with a full 1 Year Manufacturer Warranty, unless otherwise stated on the product page.

 

What is the Industry Standard Policy regarding LCD pixel faults?

All LCD displays sold on Retail Direct website adhere to the ISO 13406-2 standard which regulates the acceptability of defects and protects the end user. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced within the terms and conditions of warranty. The production techniques of today cannot guarantee a completely fault free display.

The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

Note: Unless the number of pixels exceeds the tolerance level stated and set in ISO table below, we cannot take the items back for a replacement.

Native Resolution

No. of pixels

No. of Million Pixels

Acceptable defects

1024x768

786,432

0.8

2

1280x1024

1,310,720

1.3

3

1600x1200

1,920,200

1.9

4

2048x1536

3,145,728

3.1

6

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable, depending on the native resolution of the LCD and allowing for 5 malfunctioning sub-pixels per million pixels.

Native Resolution

No. of pixels

No. of Million Pixels

Acceptable defects

1024x768

786,432

0.8

4

1280x1024

1,310,720

1.3

7

1600x1200

1,920,200

1.9

10

2048x1536

3,145,728

3.1

16

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable within a 5 x 5 block of pixels, depending on the native resolution and allowing for 2 malfunctioning sub-pixels within a 5 x 5 block, per million pixels.

Native Resolution

No. of pixels

No. of Million Pixels

Acceptable defects

1024x768

786,432

0.8

2

1280x1024

1,310,720

1.3

3

1600x1200

1,920,200

1.9

4

2048x1536

3,145,728

3.1

6

 

If you have any other queries, please contact us by emailing support@retaildirect.co.uk