Postage & Returns
After placing your order, you will receive a confirmation email letting you know that the order was placed successfully. This email will also contain a copy of your order invoice so please keep this safe. If you do not receive the confirmation email within an hour and it is not in your spam etc. folders then please get in touch with us and we’ll look into it for you.
All available items will be posted to you within 24 hours of the order being placed via the shipping method chosen at checkout (see below for shipping rates). If there happens to be any problems with your order then we will contact you within 24 hours. Orders placed after 5pm will not be shipped until the next working day. Orders placed after 3:30pm may not be shipped until the next working day but we will do our bests to get the order sent out. We ship orders Monday to Friday, place Your order between 9am and 3:30pm for guaranteed same day despatch. If you have not received your confirmation of shipping email within 48 hours of placing the order, please get in touch with us with Your order number and we’ll look into it for you.
All orders are sent with a certificate of posting as proof of postage. Orders with a value of £50 or more will need to be signed for.
Please note that we reserve the right to cancel any orders and not ship any items if we believe there to be something wrong with the order. In the unlikely event that this is the case, You will be contacted within 24 hours via the email and/or phone number required at checkout.
If you have ordered a pre-order item the order will not be shipped until the product(s) become available. We will keep you informed with the latest information regarding the pre-order product(s) You have ordered but you are welcome to make your own enquiries in the meantime.
If your order contains any pre-order product(s), the entire order will not be shipped until all items in the order are available unless stated otherwise.
When the big day comes and our pre-order products are ready to start shipping, please expect there to be delays in advance. While we do try our bests to get as many orders out as possible so the wait is over quicker, we are only human and can only do so much. Your order will be shipped as soon as possible but please be aware that there may be some delays in shipping within the first couple of weeks of a product being released due to the large amount of pre-orders we usually receive.
For international customers:
WIFIPLUG does ship worldwide but for customers outside of the UK, there will be a shipping charge (rates below). We are not responsible for any customs/import charges that may arise when the order reaches your country so please check in advance to see if this may affect you.
EU Shipping (outside UK)
Cancelling Your Order
If You wish to cancel Your order then please contact our Technical Support Team as soon as possible with Your order number. You may be asked to verify a unique element of the order so that we can verify that it is indeed You trying to cancel the order. Please do not be alarmed if You are asked to verify Your order, this is only done to make sure that the cancellation request is legitimate.
We only process order cancellations Monday’s and Friday’s so do not be alarmed if You do not receive Your confirmation email immediately. You can request to cancel Your order at any time (before shipping) but the actual cancellation of the order will not be processed until the next Monday or Friday.
In the unlikely event that You do not receive Your confirmation email on the next Monday or Friday then please get in touch with us as soon as possible and we will look into this for You.
If Your order has already been shipped by the time You contact us to request a cancellation then You will have to go through the returns process when You receive the order (please read below for our returns policy).
We aim to make sure that You are 100% satisfied with Your purchase which is why we have made our returns policy as flexible as possible.
If a product doesn’t meet Your expectations, or You need to return it for another reason You have 30 days from the day You receive the order to make a return. The product(s) must be returned in ‘as-new’ condition, complete with all packaging, manuals etc. If requested, You will receive a full refund including any shipping costs (UK: maximum of £2.70. International: maximum of £6.50).
We will always ask You to request free proof of postage when sending any items back to us so that You are covered if the return happens to go missing. If You cannot produce a Certificate of Posting from the Post Office then we will not be able to process any refunds, exchanges or credit notes.
All refunds will be sent back to the account that the order was originally placed with.
Functional items that are returned with damaged/missing packaging and/or manuals etc. will be charged £2.50 re-stocking fee.
Making a Refund
If You want to return any items then the first step is to contact our Technical Support Team either through our Live Chat facility or by opening a support ticket. To make the process faster, we request that You send through Your order number as well as why You would like to return any items and any other information You think we may need. Further information may be required but this will be requested by the representative if need be. The support representative will walk You through the returns process.
Please do not be alarmed if You are asked to verify detail(s) from Your order. We may do this just to make sure that it is indeed You that we are talking to.
If the item(s) You are looking to return happen to be outside of the initial 30 day window we allow for refunds to be made, further options will be discussed with You by the representative.
When making a return, we will require the following:
- The item(s) You wish to return complete with full packaging, manuals etc.
- Support Ticket number and/or proof of technical support correspondence
- A copy of the invoice originally emailed to You when placing the order and/or Your order number
- A valid returns address
Any returns received without the above details may not be processed as quickly or returned to the senders address.
If You believe Your product may be faulty then please contact our Technical Support Team either through our Live Chat facility or by opening a support ticket. The representative will be able to diagnose and in most cases, resolve the issue for You. In the unlikely event that the issue is not resolvable, the representative will walk You through the returns process.
Confirmed faulty products will be replaced with a tested unit and sent back to You. Alternatively, You can request a credit note in the form of a voucher to use on our website (credit notes are only valid for 12 months after creation).
All returns will be tested when received. The testing process can take up-to 7 working days but we aim to have it as short as possible. If we find that the product is not faulty then it will be returned to You.
Return postage costs will be covered.
UK – maximum of £2.70
International – maximum of £6.50
If you are provided with a pre-paid returns label then You should only ask for free proof of postage at the Post Office. Any additional shipping protection, insurance and/or delivery confirmation services must be paid for by the sender and will not be covered by us. This applies to all returns.