Help and Frequently Asked Questions.
We want to make your online shopping experience as pleasant and simple as possible and we understand that you may have a few questions for us.
Please have a look at our Frequently Asked Questions below. If you feel your questions are still not answered, you can email us at ask@hdcable.co.uk
Please click on the a category below to be taken to the relevant questions:
Before Placing an Order
Q: How secure is your website?
A: Our website has been developed to support secure online purchasing through secure socket layer (SSL) technology. All information that you provide during the shopping process is encrypted for your protection. We also participate in Verified by Visa and Mastercard SecureCode for extra protection and peace of mind for all our customers. Furthermore, information provided to us as a result on your online purchase is completely confidential and will not be disclosed or sold to any other party. At no point do we receive or store any of your credit card details. All credit card processing is handled by our payment partner HSBC Bank plc.
Q: After purchasing, how would I know if you have received my order?
A: An automatic confirmation email will be sent to you with your order number when we have received your order successfully.
Q: What is the last date I can place an order to receive it before Christmas?
A: We aim to deliver all items within 2-5 working days after we receive your order, stock permitting. During busy periods, the deliveries may be slightly longer. We advise that you place an order well in advance to enjoy the Christmas presents in time - latest by 17th of December, afternoon. Any orders placed later, might not reach you before Christmas.
Q: Do you accept purchase order?
A: Unfortunately, we are not able to accept purchase order. For trade sales, we can only accept cheque, bank transfer or Debit card. For more info please contact us ask@hdcable.co.uk
Q: I want to buy an item as a present. Can you directly send it to his/her address please?
A: Unfortunately we can deliver orders to the cardholder's billing address only. The reason for this is to prevent fraud cases.
Q: I forgot to buy something after I placed my first order but I don't want to pay delivery twice. Can you help?
A: (NB This will only apply to orders that have upgraded the postage service from the free Royal Mail 1st Class service included in the item price.) Yes, you can add more items to your order only if the order has not been dispatched yet. Please send us an email to ask@hdcable.co.uk with your order number and the name of item you wish to buy. Our Customer Care department will contact you and advise on further steps. Please bear in mind that this will cause slight delay with delivering your order.
Q: Can I change or cancel part of my order after I have placed an order with you?
A: Yes you can. However you must email us at ask@hdcable.co.uk with your order number, stating which product you have ordered from us originally and which product you are interested in. Please note that this will cause the delay in delivering your order.
Q: I would like to purchase products for my school/college but we have no credit cards. What should I do?
A: Please send us an email at ask@hdcable.co.uk with the details of items you are interested in and we will contact you to advise on next steps. Please note that for companies and institutions, we can only accept payment by BACS (preferred) or Cheque (made payable). We can only ship items out upon payment clearance.
Q: How do I place an order?
A: 1. Find the product you want then press 'add to basket' 2. For multiple purchase, simply enter the number of items you want in the 'Qty' box 3. Delivery cost will be automatically be set to £0.00 on the right under 'Basket', you can choose from a number of additional delivery options at this point shown on the right hand side of the screen 4. If you have finished, click 'Continue to checkout' 5. Check your delivery address details then click on the payment method you wish to use to complete the purchase.
Q: Do I have to register with you to place an order?
A: Yes - the registration process is extremely simple and is performed during the order process itself. As we are an online retailer, we will need your address for delivery and your contact details such as e-mail for future correspondence and updates. Please note that we do not store any customers' sensitive information such as card details at any stage.
Q: Do you take phone orders?
A: Unfortunately we do not provide this option at the moment but please visit our website in a few weeks when the phone sales will be launched.
Q: I would like to have a look at the product before I buy it. Can I pop into your office any time?
A: Unfortunately we do not offer this option at the moment.
Q: Do you offer discount for bulk order?
A: This may be possible. All trade accounts must be set up prior to any trade sales. Please email our team at ask@hdcable.co.uk, they will then pass on your enquiry to the relevant person to deal with.
Q: Can I change my payment method after I placed an order?
A: We regret to say that is not possible.
Q: Can I place an order with you on the internet and pop in to your office to collect it?
A: Unfortunately this is not possible. If you order online, the goods will be dispatched to you from our warehouse directly. Our warehouse and our offices are 2 separate places.
General Enquiries
Q: What cards do you accept?
A: We accept the majority of cards including Switch, Visa, Mastercard, Meastro, Visa Electron & Solo (American Express is not accepted). We can also accept Paypal Payment as well as Google checkout. (NB It may be possible to pay using Amex via Paypal/Google)
Q: What are your opening hours?
A: Our office hours are 10am-5pm Monday to Friday, excluding public holidays. Please note that these are also opening hours of our Customer Care and Sales lines. If you have an urgent out of hours query, please email ask@hdcable.co.uk
Q: Where are you based?
A: HD Cable's Head Quarters are proud to be based in Salford, Greater Manchester. Our Warehouse is located in Rugby, Northamptonshire.
Q: Can I have my goods delivered to a different address than my credit card billing address?
A: Normally we deliver goods to the cardholder's billing address in order to prevent fraud cases. If there was no one at home when the delivery was attempted, you can contact the courier directly to either re-arrange delivery or pick up your item from the local post office or courier depot. If you wish to change the delivery address, you need to send us the request by email with the new delivery address and fax/email a utility bill with your billing address. We require also copy of the credit card used for purchase (only last 4 digits should be visible). Please contact us at ask@hdcable.co.uk for more information.
Q: Do you have a store?
A: Purposefully we don't have a store as such, we only sell our products on the web so we don't have to factor in all the costs of running a store when pricing our products. By keeping all these costs as low as possible, we can pass on these savings to you!
Q: Do the prices on the website include VAT?
A: Yes they do.
Cancellations & Refunds
Q: How do I cancel my order?
A: For all order cancellations, please email ask@hdcable.co.uk with the subject "Cancellation" stating your order number and the item you have purchased from us. As soon as we receive your request, a cancellation confirmation email will be sent.
Normally this process will happen within 24hours, but it may take approximately 2-3 working days for the refund to reappear in your account. This applies to all Amazon orders as well.
Q: What is your policy on cancellations and refunds?
A: or all cancellation requests, please email ask@hdcable.co.uk stating the order number and item you have purchased from us. As soon as we receive your request, a confirmation email will be sent to you when the order has been refunded and fully cancelled.
Normally this process will happen within 24hours, but it may take approximately 2-3 working days for the refund to reappear in your account. This applies to all Amazon orders as well.
We regret to inform you that no cancellation and refund can be made over the phone as, for legal reasons, we need a durable copy of your cancellation request. The quickest way is via e-mail.
For more comprehensive details on our policies please view our Terms section of the site.
Order Status
Q: How do I know if I have placed an order with you?
A: You will receive an automated email, sent immediately after your order has been paid for and confirmed. This email is sent to the email address provided to us by you during the order process.
Q: How do I track the status of my order?
A: If you have a query regarding your order please email our customer care team - ask@hdcable.co.uk
Q: When will you dispatch my order?
A: All orders are dispatched within 24hours of the order being received. Items with completed payment before 3pm are dispatched same day. Items purchased after 3pm are dispatched at the next earliest available opportunity.
Q: How long will it take for my order to get to me?
A: This will depend on which delivery method you selected before paying and confirming your order.
When taking into consideration delivery times, please note that only items with completed payment before 3pm are dispatched same day. Items purchased after 3pm are dispatched at the next earliest available opportunity.
If you selected option1, the Free Delivery option, this service is Royal Mail, First Class, aiming to deliver your purchase(s) the next working day, including Saturday.
If you selected the next option, Royal Mail Recorded Signed For, this service aims to deliver your purchase(s) the next working day, including Saturday. This option has the added benefit that your item is fully trackable by the customer via the Royal Mail website at www.royalmail.com
If you selected the 3rd delivery option, Special Delivery Next Day, we'll guarantee to deliver your urgent purchase(s) the next working day before 1.00pm. This option also has the added benefit that your item is fully trackable by the customer via the Royal Mail website at www.royalmail.com
If you have a query regarding your order please email our customer care team - ask@hdcable.co.uk
Returns
Q: How will I know if you have refunded my order?
A: An email will be sent confirming that the refund has been processed at our end. Please note that it may take 2-3 days to appear back on your card or bank account.
Q: What happens if I need to return a product?
A: If you wish to return a product please email ask@hdcable.co.uk first.
Within the email please state your reason for wishing to return the products (i.e. faulty, not suitable for requirements etc).
Our customer care team will then reply to your email issuing you with a Returns Case Number (RCN) and outlining the returns procedure for your particular case.
Website/Technical Issues
Q: What do I do if your site is not working?
A: If you are having technical issues with our site please contact:
tech@hdcable.co.uk
Our technical department will aim to answer your query within 24 hours.
Privacy & Security
Q: Can I not disable cookies while I make a purchase on your website?
A: HD Cable uses cookies to keep track of your shopping cart and your login status only whilst you are browsing the website. No permanent cookies are set. You must, however, have your browser enabled to allow cookies in order to shop on the site.
Q: What do you use my information for?
A: Any details entered on this website are used solely for the purpose of processing your order. Your details will only be shared with 3rd parties where it is required to facilitate your order, i.e. Royal Mail. We take our customer's privacy very seriously and we never sell or pass on any of our customer's information.
Credit card and debit card details are collected on the secure HSBC servers and are not collected or stored by HD Cable Ltd.
Q: How secure it is to purchase from you online?
A: Our website has been developed to support secure online purchasing through secure socket layer (SSL) technology. All information that you provide during the shopping process is encrypted for your protection. We also participate in Verified by Visa and Mastercard SecureCode for extra protection and peace of mind for all our customers. Furthermore, information provided to us as a result of your online purchase or registration is completely confidential and will not be disclosed or sold to any other party.
Q: Do you sell my personal information to other companies?
A: HD Cable Ltd absolutely does not sell, trade, or rent your personal information to any third parties. However, we cannot responsible for the privacy practices and content of the third-party websites that are linked to our website. We urge you to follow safe Internet practices. Do not supply personal information to these websites unless you have verified their security and privacy policies.
