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What happens to my order if I am not in when the courier attempts to deliver it?

If you are not in when their courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local depot. You then simply call them to arrange an alternative delivery date or to collect the parcel directly from your local depot, which they will be more than happy to help you with.

How long will my security checks take?

The security checks will be completed before the delivery date you have selected. You may notice your order status as "security checks" up to the day before the delivery date - this is normal and thanks to their advanced logistics system is nothing to be concerned with. 

How long will it take for my return to be processed?

Their aim is to process your return on the same day they receive the item in their warehouse The maximum length of time it may take will be 4 working days. You will receive confirmation emails when your return has been processed.

I have tried to raise a request but your system tells me that I have to call someone else. Why is this?

In certain cases, manufacturers provide support direct to end users. They do this for many reasons, the main one is that they would like to ensure that their customers receive the best possible support on their products. If they refer you to a manufacturer your RMA will invariably be dealt with a lot quicker.

I raised a request to return 2 items. When I checked the status the RMA had been re-opened and it mentioned something about removing an item before the request could be accepted. What does this mean?

Depending on circumstances it will not always be possible for Ebuyer to accept your returns request. If this happens then detailed notes will inform you of the reason and what you should do. Generally you will have to remove that item from your request and resubmit as it is not possible for them to accept part of your request.

I have received an incorrect item, what should I do?

• You should raise an RMA using the Returns online system, once your rma has been accepted, Ebuyer will send you an email with a link, so you can arrange with them to collect the item from you using their courier, if they find the item have been supplied correctly a charge may be incurred for this collection. 

• If you would prefer to return the item yourself, you should return the item to them using a traceable and insured delivery agent, please enclose a proof of postage receipt and they will reimburse you up to the value of £4.00 for the cost of the returning the item back to them on the understanding that the item has been supplied incorrectly.