Buyaparcel - Frequently Asked Questions

Who are Buyaparcel?

We are an established UK company trading as Buyaparcel.com both online and locally in Lowestoft, Suffolk. To read more about us and our story, head to the About Us page on our website. We currently sell goods via eBay and Amazon too, so feel free to check us out on either of these sites.

Do you keep all of your items in stock?

If something is listed on our website, Amazon, ManoMano or eBay, it should mean we have it available for delivery, if the product on the website indicates a product is available for next day delivery. Any longer in terms of lead time usually means we will be sending this from another warehouse, such as a supplier.

It is not impossible however to oversell, so if we are even unable to fulfill an order, we aim to let you know this via email as quickly as possible, offering either an alternative or a refund.

Will I receive a warranty with my product?

We have provided warranty information on each of our product listings, so you can see both before and after you buy with us, what the warranty procedure is. We offer a 30 day return policy on almost all of our items (exclusions include plumbing products that have been fitted), but outside of this, your manufacturer warranty kicks in and any issues are dealt with directly by the manufacturer of your goods.

I want to place an order with you and am looking for a better price. Is this possible?

Our best prices are advertised. For wholesale and quantity enquires, please get in touch on 01502 473025. This is not a certainty and depends entirely on the product and cost price available at the time.

Can I place an order over the phone?

We cannot process orders over the telephone due to the reduced secuirty this method affords us and our customers. However we are happy to help if you encounter any issues or difficulties with our site on the telephone.

Can I place an order and have it delivered to a different address (than my billing)?

Yes that is fine - automated and manual security checks are increased due to this additional factor but in general this does not increase the estimated lead time of an order.

Can I collect my order?

If you are able to collect your order from our HQ in Lowestoft, that is fine. Please select the click and collect option on checkout and make the delivery address our address (5-7 Pinbush Road, Lowestoft, NR33 7NL). You will be emailed when your order is ready for collection.

How will my order be delivered?

Your order will be delivered via 1 of 5 methods;

• Royal Mail
• DHL Parcel UK
• EvRi
• The Pallet Network
• Direct ship from suppplier via a carrier or their own fleet

The tracking facilities vary depending on which courier is delivering them. Please read our Delivery Guide for more details or contact us directly on 01502 473 025 if you are still unsure.

Do you offer a next day service?

We do, and this is a service you have to opt in to at the checkout if it is available. Here is a breakdown of our delivery charges:

• Next Working Day - £2.99
• Standard 2-3 Working Days - Free
• Pallet Delivery - £POA - see checkout calculation
• Saturday Delivery - £8.99

Please note, the next working day service is an all-day service. It doesn't necessarily mean it will arrive before 5pm, for example. But please, under no circumstances, should you book a plumber or workman before receiving and inspecting your item, because your delivery could be delayed for any unforeseen reasons such as a vehicle breakdown.

My order has not arrived yet. What’s happening?

If your order has not arrived on the date you expected, please firstly check your inbox for any emails relating to the delay from us. They may have gone into your junk/spam folder. If you have not received any emails from us advising of a delay, please call us on 01502 473025 or email us websales@buyaparcel.uk with your postcode and order number.

I want to cancel or amend my order. How can I do this?

Please be aware that we are unable to cancel or amend your order if it has already been dispatched, so we highly recommend contacting us by phone (01502 473025) to cancel or amend any orders as our emails can take longer to be responded to, meaning in that time, your order could be dispatched. If you receive the item and you wish to return it, please feel free to contact us via email or phone, and we can provide you with the returns details.

I need to change my delivery address! How can I do this?

Unfortunately it is against our terms to deliver to any address other than that provided by the customer at time of the order, which is why it is paramount that you triple check your details before hitting the ‘pay’ button. This measure is in place to protect customers like yourself from any fraudulent activity. If the order hasn't been shipped, we maybe able to stop the order so you can place a new order to the address you require.

My item arrived damaged. How can I obtain a refund or replacement?

We put our trust into the couriers we use to deliver each item safely, however it isn’t unheard of for a product to arrive damaged when ordered online. Please check the goods upon arrival and sign for them as damaged. We need you to do this in order to raise a claim with the courier & dispatch a replacement/issue a refund for you.

We also need to see a picture of the damage and the packaging the goods came in. This needs to be emailed to websales@buyaparcel.com within 48hrs of delivery, and remember to include as much detail in there regarding you & your order as you can.

If you have left it too long to report the damage, we will try and find a suitable resolution for you, however bear in mind that the time frame does exist for the carrier to honour any claim.

I will not be in on the day the courier deliver. Can you ask them to…?

Unfortunately we cannot leave delivery instructions for the drivers. Most couriers would recommend leaving a signed note on the door for the driver to see, or to follow the link you will receive via text or email from the courier with your tracking details. There should be options to arrange this yourself. However please bear in mind we cannot authorise goods to be left in “safe” places, however safe you believe it to be.

I missed the courier’s attempt to deliver. What shall I do now?

First and foremost, the courier should have left you a calling card if a delivery was attempted. Please look for this in your letterbox or porch. The driver will have advised one the card what he has done with the item, i.e. left with neighbour.

If you are sure no calling card was left (which can unfortunately be the case sometimes) then please check your online tracking. This should be the second confirmation the driver leaves regarding what he has done with your goods.

If the item has been returned to your local depot, please contact them to collect it or rearrange delivery. If you discover the goods have been returned to us, then we will give you the option of cancelling your order for a refund or resending it.

Carriers will only attempt your delivery 2 times before the goods are returned to us. So, if you are preparing to order an item for a day that you will not be present at your property, please try to get it delivered somewhere else.

The tracking shows my item is delivered but I haven’t signed for it. Where is it?

This may mean that the driver has left it with your neighbour. Please check for a calling card in your letterbox or porch. If you do not have a calling card, then please contact us on 01502 473025 with your order or tracking number to hand.

I need a copy of my VAT receipt. How can I get this?

VAT invoices are included with all sales. A hard copy will be included in the parcel when the delivery is made. If you have not received this, please call or email us to confirm a valid email address we can send a copy of this to.

I wish to return my item for a refund / replacement. How do I do this?

We offer a simple 30 day return policy. If any item you have bought (excluding installed plumbing and sanitation systems) is not satisfactory or no longer wanted, we will accept it back for a refund or replacement at our cost. However, outside of the first 30 days, our terms begin to change and your manufacturer’s warranty kicks in. Please read our Returns Guide for further information.