a) First time user guide

How to find our products

Search Bar: Use our search bar to find anything in our store. Just type in what you’re looking for and then click the magnifying glass or just press enter on your keyboard. That’s it.

Product Menu: Our left product menu has all our products alphabetically organised into categories. To see the list of products for each category, just click on the category name you need.

Banners and Best Sellers List: Check out our banners and best sellers list for incredible deals and featured products. If something catches your eye, just click on it, to read all about it.

Sign-up

When you are ready to place an order, the first thing you got to do is to register with us. It’s really quick and you only need to do it once. To register with us, just click the ‘ register button’ at the top. You can now fill-in all the required fields and when you’re done, click ‘submit’. That’s it; you’re now registered - welcome.

Start shopping

Login: Once you have registered, you can login to our store. Just click the ‘ login button’ at the top. Your user name and password is exactly the same as what you used to register. So fill them in and click ‘continue’. Now you are ready to shop.

Fill your shopping cart: When you find something you want to buy, you want to put it in your shopping basket. This is easy. Click the orange ‘buy’ button under the product and the product name appears in your shopping cart menu. To update the product quantity, or remove a product, click ‘view cart’ to make those changes. When you’re done click ‘update total’ to get your new total.

Checkout: When you’ve got all the products you want, your next destination is checkout. To get there; click the ‘checkout’ button in the shopping cart menu. The onscreen wizard will now take you through the address, shipping, and payment details and complete your transaction.

Logout: To logout from the store, click the ‘Logout’ button at the top. If you close your browser window, you will automatically be logged off.

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b) Why do I need to register?

By registering your details with Eupac, you can login to your account and enjoy all the features offered by our e-commerce system. You can conduct express orders, view your order history, print your invoices, print your statements, track your orders, file cases, track case status and edit your own profile.

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c) Resetting your password

If you do not remember your password, please click the “forgot password” link under the login password block in the login section. An email will be sent to you immediately to help you change your password.

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d) Changing your account details

Please log in to your account, go to “My Account” section, and then click “Edit your profile”. You can now change your account profile.

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a) Viewing your order status

To view your order status, click “My Account” and then log into your account by entering your email address and password. Once you are logged in, you can then view your order status by clicking “See Orders”.

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b) Changing/Cancelling your order

You can only change or cancel your order before it is shipped. However, once your order is shipped, you will need to return the goods back to us at your own expenses for a refund. Other conditions will apply for business customers.

To change or cancel your orders prior to shipping please call. Once your cancellation is accepted, we will send you a confirmation email.

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c) How to get your invoice/receipt?

When you order from us, you will automatically receive an email that confirms we have received your order. Once your order is complete, we will send you another email with your invoice.

If you did not receive any email from us, you can obtain a copy of your invoice/receipt by loging into your account and clicking “See Orders”.

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d) Payment methods

We accept Visa, MasterCard, Switch, Solo, Delta and Visa Electron.

For business customers who already have approved accounts with us, we also accept business cheques and bank transfers. Please contact us at info@eupac.co.uk for bank transfer details.

We also offer credit facilities for qualified business and institutional customers subject to credit application approval.

Rest assured all your transaction details are safe with us. Every purchase you make with us is protected by our transaction security system that comes with a security guarantee.

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e) Order cut-off times

If you wish to receive your orders the following working day, please place your order by 4:30pm. Due to the large number of orders we receive daily, we cannot guarantee next business-day delivery for orders that we receive after 4:30pm.

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3) SHIPPING

a) How soon can I get my order?

Subject to stock availability, you can usually receive your orders within 1-2 business days. We usually indicate the estimated delivery time for each product in the product page. For time critical deliveries, please contact us for a more accurate assessment.

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b) How do I track my order?

You can track your order status online (for instruction click here). If your order has been shipped, the order status will be marked as either “Shipped” or “Completed”. If only parts of the orders were fulfilled, the order status should indicate “Partially shipped”.

To track your shipping status click here. Your tracking number is your order code in your invoice. You can view your invoice online (for instruction click here).

If for what ever reason you did not receive your items, please contact us.

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c) What if I miss my delivery?

Our deliveries are conducted by Initial City Link (or by another national courier). They require a signature before the goods can be delivered to you. This is enforced strictly for security reasons. If you are unable to receive or sign for the goods upon delivery, City Link will leave a note notifying you of the failed attempt. City Link will usually make another delivery attempt the next working day.

Alternatively, you can visit your local City Link depot to collect your goods. Please remember to bring two forms of IDs with you. We also recommend that you make an appointment first before you visit the City Link depot – usually you will get your items quicker. To find the address of your local Citylink branch, please visit http://www.city-link.co.uk/default.php.

If City Link is unable to deliver the goods for over 5 days, they will be returned to us. In this rare case, we will refund you after deducting shipping costs. Business customers please be aware that we charge a restocking fee that’s 25% of the invoice amount.

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d) Shipping to a different address

If you are a private customer, for security reasons, we can only dispatch your first order to your billing address. For subsequent orders you can have the goods dispatched to an alternative address.

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e) Shipping rates

The shipping charges vary depending on the weight of goods and shipping locations. Our shipping charges will be shown clearly as a separate line item in the shopping cart from the total amount of your purchase. So you can always review the amount before you proceed to making the payment.

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f) Can I collect from you?

Unfortunately, we do not offer a collection service for private customers.

Business or institutional customers can call us to arrange for a collection service. Please note that you must already hold a business accounts with us.

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g) What delivery company do you use?

Most of our deliveries are carried out by City Link; a well established company with delivery depots across the UK. Occasionally, we also use other carriers. This is usually due to requirements of certain locations (such as an off-shore location) or special sizes of the deliveries.

Small orders may be sent out by Royal Mail’s standard 1st Class Post.

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a) Customer support service

We encourage all our customers to take advantage of our online customer support system. You can log your enquires as separate cases on our system. Each case you create will have a unique case number that you can then use to track your cases. We will do our very best to answer your cases as fast as possible. Our system will also show you the status of all your cases.

To create a case :

• Login and click ‘My Account’
• Click ‘Contact Support’
• Fill-in your enquiry and click submit.

To view your cases:

• Login and click ‘My Account’
• Click ‘See Support Cases’
• Here you can view and edit cases, as well as view case status.

Eupac’s telephone support service is also open from 9:30am to 5:30pm, Monday to Friday. Due to high call volumes, you may sometimes have difficulty reaching us. In this case, please leave a message with your name, phone number and the nature of your call, and we will call you back as soon as possible. You can also always contact us by email.

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b) How do I return items?

Subject to our return policy, please obtain a return approval before returning any item. You can request a return approval by logging into “My Account” and clicking “Contact Support”. Please indicate your reasons for returning the goods. Once approved, we will send you an email with your unique returns authorisation number.

Please note that any goods returned without an authorisation number will be declined and returned to the sender at the sender's cost or stored at our warehouse pending the sender's collection (store charges may apply in this case).

The cost of returning the items to us is the responsibility of the customer. Eupac will cover the shipping cost of sending a replacement to you if a replacement is warranted.

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c) When will I get my replacements?

Faulty product replacements are usually sent within 10-15 working days (subject to availability, manufacturer’s warranty terms and our return policy) after we receive your returned goods. Please see our Terms and Conditions for further information.

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a) Customer service hours

You can order online 24 hours a day, 7 days a week. If you have any technical or product questions, you are welcome to give us a call at 0870 027 6986.

Eupac’s customer service line is opened from 9:30 am to 5:30om, Monday to Friday. Sometimes we may experience high volumes of calls and all our customer service agents may be busy. In this case, please leave a message with your name and phone number and one of our sales advisors will call you back shortly. Your calls are important to us.

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b) Returns and refunds policy

If you receive faulty goods upon arrival or the goods are damaged in transit: We will issue you a full refund or a replacement, provided that you notify us within 7 calendar days upon receipt of the goods (72 hours for business customers).

If your goods become faulty during the warranty period and beyond 7 calendar days (72 hours for business customers) upon receipt of the goods:The goods will be serviceable according to the manufacturer’s warranty terms. Most of our manufacturers provide telephone support and some provide on-site repair services. We recommend that you check the product page for its warranty information. Subject to manufacturer's warranty terms and our terms and conditions, you are welcome to send the faulty item to us and we will send the item to the manufactuer for inspection and repair. Once it is repaired and received from the manufacturer, we will send the item to you. Please note that any used goods we sell are covered by 3-months return-to-base warranty only.

If you simply change your mind (private customer only): You can return the goods, provided that you inform us in writing (by email or letter) within 7 working days of receipt – this is a standard procedure according to the Distance Selling Directive (DSD). Please note that the goods must not have been used and must be still as new. Once we receive your cancellation request, we will then provide you with a return authorisation number.

You will then need to return the goods to us within 14 calendar days of receiving the return authorization number. We will issue you a full refund for the item (unfortunately we cannot refund you for the shipping cost) once we receive your returned items.

Please note that the shipping cost of returning the goods to us is the responsibility of the customer.

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c) Distance selling regulations

Our customers can return items back to us for a full credit refund on the following conditions:

• You are a private and not a business customer.
• The goods have been in your possession for no more than 7 working days
• The items can be sold again as new with all accessories and packaging in original conditions.

If you are a business customer and purchase from us at business customer preferred pricing, you will be bound by our business terms and conditions and cannot return items back to us unless they are defective.

Please also note that the cost of returning items is the responsibility of the customer.

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d) Privacy policy

Eupac Ltd is committed to respecting your privacy policy. To process your orders, we will require your name, email address, billing address, contact phone number, and credit/debit card information. We use such information to process your orders and follow up with you regarding any post sales issues.

Any information provided by you will be used solely for Eupac business only. It may be required that certain information be shared with parties who help process your orders or your credit applications.

Other than above, any information provided will not be disclosed to any third party unless required by law.

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e) Cookie information

Like most e-commerce operations, Eupac also requires cookies to help our system recognise that you are a prior customer so you will not need to retype certain information. However, cookies cannot profile your system or collect information from your hard drives.

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