Frequently Asked Questions

Before you contact us, please take a moment to look through these frequently asked questions:

Services
Electronic goods
How to order
Claims

General
- How do I know which services are offered for the selected product?
  - After you have placed the product in the basket, you will automatically see a list of services offered.
Extended Warranty
- Can an extended warranty be purchased?
  - Yes, an extended warranty can be purchased for the duration of the standard warranty.
- Is it possible to buy an immediate replacement?
  - Yes, the Instant Exchange Service can be purchased within 14 days of ordering. After 14 days, this is, unfortunately, not possible.
- How can I make a store exchange when the goods are not in stock?
  - At the store, the exchange is will be made within a maximum of three days.
Insurance
- Is it possible to buy additional insurance?
  - Insurance can only be purchased on the day the product is received.
- What's covered by Breakage and Theft Insurance?
  - This insurance covers accidental damage to the product that has occurred as a result of unfortunate circumstances that limit or eliminate its functionality. It also covers pocket theft, robbery and theft from your home.
- What should I do if my goods are damaged?
  - Instructions can be found here .

First Start
- Is it possible add the First Start service?
  - If your tablet or computer has not yet been turned on, you can still purchase the First Start service.
- If I order the First Start service, will it have any effect on the delivery time?
  - If you order goods with the First Start service before 12:00, the goods will be delivered the next day. If you order after 12:00, delivery can take place the next day or the day after.

How do I receive electronic goods that I purchased?
- After payment, the goods will be sent to you by email.
Do I have to be a registered customer to buy electronic goods?
- Yes, but only if you are interested in electronic licences from Microsoft.
I cannot download the electronic goods I purchased. How should I proceed?
- If the order was paid and the licence can not be downloaded, please contact our customer service at +44 203 514 4411. We apologize for any inconvenience.
The licence I purchased is not what I thought it was, can I return it?
- Unfortunately, electronic goods fall into a category that can not be returned.

How do I find my order status ?
- All order information can be found in the My Orders section of your My Alza account.
Do I have to be registered with you to buy?
- No, you can shop without registering.
What is Buy Now?
- This is an accelerated purchase process that is made available to registered users only.
When can I expect the shipment to arrive?
- Shipping and delivery information can be found here. You will also receive information regarding order delivery via email. It is possible to Track & Trace your order in the My Orders section of your My Alza account. If some items are missing without information regarding their availability, please contact us using the contact form.
What does it mean by the "Goods are on their way" and when will they be delivered?
- This indicates that the goods are on order from the supplier, but the specific term of delivery to our warehouse is unknown. If you have placed an order, the approximate delivery date will be sent to you via email and will also appear in My Orders.

Can I return the goods without giving a reason?
- Yes, the consumer can return the goods without giving any reason within fourteen days of purchase. When returning, the product must not be damaged. For detailed conditions about returning goods, please refer to Section IV. of our terms & conditions .
Can I make a warranty claim online?
- Yes. We recommend that all claims are made online and returned to our claims department. Claims made in this way can also be monitored in your My Alza account using self-assigned claim numbers.
Can I make a warranty claim at an authorised service centre?
- It is possible to make claims at service centres in some countries depending on the individual product. However, you will need to contact the service centre yourself to find out if they will accept the product. If the service centre does not accept the product, you must make the claim online and return the goods to our claims department.
What should be included in the package being sent to the claims department?
- You must return the complete product including all parts (and any free gifts you may have received with the product), a copy of the invoice/invoice number, and a document with detailed information regarding the defects and how they occurred.
How long will it take for you to resolve the claim?
- We resolve the claim as soon as possible, but within 30 days at the latest, according to the Claim Rules . Unfortunately, we can not tell you the exact date of resolution in advance.
Do I need a validated warranty certificate to claim goods at an authorised service centre?
- Validated warranty certificates are not essential for making claims. Invoices are sufficient for claims to be processed.
Can the complaint process be expedited?
- It is not possible to expedite the process.