Customer Services 01708 771951

Frequently Asked Questions

We endeavour to offer the best customer service in our industry but if your question is not answered below please contact us on +44 (0)1708 771951

1. When will I receive my order?

We use courier services which are normally delivered 'Next Working Day' after dispatch for non-remote locations in mainland UK, 2 working days after dispatch for the rest of Europe, and up to 1 week after dispatch for remote locations.

If there are any problems processing your order you will receive an email or telephone call from our customer service team advising you as soon as possible.

If your order contains any products that are not in stock you will be contacted by a member of our service team with a supply date (ETA) when an ETA becomes available.

When your order is dispatched you will receive an email to notify you. You can then track each shipment by clicking on the tracking number on the orders page in the “My Account” area.

Orders placed Monday to Friday:
For UK orders, if all of the contents of your order are in stock and ordered before 2:00pm then the order is usually dispatched on the same day (but during busy periods within 2 working days) however, orders placed after 2pm (GMT) on Fridays or over the weekend are processed the following Monday. Non-UK orders are usually dispatched one day later.

Orders placed on a Saturday or Sunday:
Please do not email or call us on Monday morning for delivery details. All orders placed after 14:00 GMT on a Friday are processed the following Monday. If all the items ordered are in stock the earliest delivery will be Tuesday (within 2 working days).

Our courier will make two delivery attempts, after which the parcel will be returned to us, and your money refunded.

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2. How can I track my order?

You can track each shipment by clicking on the tracking number on the orders page within “My Account”.

Please wait until after 6pm on the date of dispatch before tracking the delivery progress. (Tracking numbers are applied to our courier systems after the goods have been scanned into their systems at around 6pm.)

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3. My order is showing as ‘Shipped’ but I have not received it, what should I do?

Please contact us if you have not received your delivery within 2 working days of receiving the shipment notification email (Friday shipments can be expected from the following Monday onwards), please note that deliveries to remote locations may take longer.

To enable us to help you with a non-delivery issue, please contact us immediately after this expected delivery time has elapsed, or if the courier’s tracking page shows that the item has been delivered but you have not received it.

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4. How do I ship to an alternative delivery address?

To choose an alternative shipping address to your card billing address, you must first authenticate your card.

Please Note: Purchases made with Solo cards can only be delivered to the cardholders billing address.

How do I authenticate my card?

register here	register here

Register for Verified By Visa
Register for MasterCard SecureCode

The next step is to go through the checkout and enter the card details and card address as normal, when you reach the very end of the checkout process (after you click ‘Confirm’) and have authenticated your card you will then be asked to input your alternative shipping address.

Where do I enter my alternative delivery address?

• Register your card as above
• Basket
• Card Billing Address
• Shipping Cost
• Payment Details
• Confirm Order
• • If your card is registered for authentication an alternative delivery Address is offered
  • If your card is NOT registered for authentication an alternative delivery Address WILL NOT be offered

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5. Where do you ship to?

Our website currently ships to the following countries:

• Austria
• Belgium
• Bulgaria
• Czech Republic
• Denmark (except Faroe Islands)
• Estonia
• Finland (except Aaland Island)
• France (including Monaco)
• Germany
• Great Britain and Isle Of Man
• Greece
• Greenland
• Hungary
• Iceland
• Italy (except San Marino)
• Latvia
• Lithuania
• Luxembourg
• Norway
• Poland
• Portugal
• Republic of Ireland
• Romania
• Slovakia
• Slovenia
• Spain including the Balearic Isles (not The Canary Islands or Melilla or Ceuta)
• Sweden
• Switzerland
• The Netherlands
• Turkey
• For Malta, Cyprus or Gibralatar, please contact us by email or phone for a shipping quote.

For all other countries that are not listed above, please contact our Birmingham store or email exportsales@dv247.com

BFPO addresses
We cannot currently deliver to BFPO addresses as our courier does not ship to BFPO addresses. An alternative to this is to use the standard or residential shipping address and the correct country, and be charged the full shipping cost.

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6. How much does shipping cost?

We strive to provide you with the best possible delivery service throughout the UK, mainland Europe and the rest of the world. As part of this we offer FREE DELIVERY on all orders over £149.
To help us provide you with this service we use DPD Courier Services. Our base delivery rates are as follows:

• Great Britain and Isle of Man (excluding Channel Isles) - Charge is £4.99(including VAT) and FREE for orders over £149
• France and Germany - Charge is 10 € including VAT* and FREE for orders over 199 €
• Republic of Ireland - Charge is 15 € including VAT* and FREE for orders over 199 €
• Spain - Charge is 15 € including VAT* and FREE for orders over 299 €
• Greece - Charge is 18 € including VAT* and FREE for orders over 299 €
• Finland and Italy - Charge is 18 € including VAT* and FREE for orders over 399 €
• Belgium, The Netherlands and Luxembourg - Charge is £13.99 including VAT*
• Austria, Czech Republic, Denmark, Poland, Portugal and Sweden - Charge is £15.99 including VAT*
• Bulgaria, Estonia, Hungary, Latvia, Lithuania, Romania, Slovakia and Slovenia - Charge is £19.99 including VAT*
• Channel Isles - Charge is £29.95 including VAT*
• Switzerland - Charge is £69.00 excluding VAT

For delivery rates to other countries, please contact a member of our sales team on 0845 0777 247 for a quote.
* Please note that shipping rates outside of the UK may vary depending on the size and weight of the goods and the delivery location. A member of our sales team will contact you in the event of this situation occurring. Our shipping charges outside of the UK cover one consignment only. Due to this we do not part ship to non-UK addresses.

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7. How do I contact DV247.com?

Please visit the ‘Contact Us’ section of this page.
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8. I have forgotten my password, what should I do?

Please click on the ‘forgotten your password?’ link and enter your email address to request a new password. If you still have problems logging in then please contact us.

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9. Why doesn't the charge in Euros or Dollars match the amount charged to my card?

If you have chosen to display the price online in Euros or US Dollars you will be charged and invoiced in UK pounds sterling as we do not accept foreign currency (as stated during the checkout).

At the point of payment, your card issuing bank will convert the amount paid in UK pounds to Euros / US Dollars using their current exchange rate. Please bear in mind our EURO / US Dollar display is a guide and that your bank exchange rate may be different to our online display which will reflect on your card statement.

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10. How do I return a product?

Please visit the returns section.

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11. What are the call charges for the 0845 number?

If calling from a mobile please call your nearest store directly.

BT landline calls to 0845 0777 247 will be put straight through to your nearest store and cost a maximum of 5p per minute. Call charges from mobiles and other networks may vary.

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