The Help Centre - FAQs
Here are a few sample FAQs you may find useful
What times are your customer services department open?
Our customer sevices department is open between the following times:
Call Centre: Monday - Saturday 9am - 5.30pm
Live Chat & Emails: Monday - Saturday 9am - 9pm
You can contact us, via our livechat service (available through our website) or by telephone on 0845 201 3100.
For out of hours communication, simply email your question to sales@memorybits.co.uk.
Effective from 21st November 2008
What are your terms and conditions?
These Terms and Conditions apply to all transactions on this site. Please read them carefully. They do not affect your statutory rights.
We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the site (see date above). You will be asked to read and accept the terms and conditions each time you place an order, to ensure that you are familiar with the most current ones.
The Contract
After submitting an order to us we will pass you over to our trusted payment-processing partner (PROTX a partner of royal bank of Scotland streamline) to allow you to provide your payment details in the most secure environment.
NB. Streamline is part of the RBS (Royal Bank of Scotland) Group and is one of the largest internet payment providers in the world. At no point do we store your credit/debit card details on our own computer systems.
Any notification e-mails are acknowledgements, not acceptance of your order.
Acceptance of your order and the creation of a legally binding contract between us will only occur when we send you a confirmation e-mail, which will confirm your order and contain details of how we will deliver your products to you.
We may decline all or part of your order for any reason, in which case our third email will tell you so.
We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method.
Prices and Payment
All prices and charges on this site are shown in UK pounds sterling. They include any VAT payable, but exclude delivery charges (for details see ‘Delivery’ below).
The total cost of your order will be the price of the products you order, plus the applicable delivery charge. All these will be set out clearly in your Shopping Basket before you submit your order.
Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative.
We try very hard to ensure that all information on this site is accurate. However, occasionally, an error can occur. If we discover an error in the price, description, or quantity available of a product you have ordered, we will contact you and will offer an alternative product, a full refund or the original product subject to the newly revised price, description and or amended quantity.
We accept payment by MasterCard, Visa, Delta, Switch, Electron, Solo, Amex and other debit cards. Payment is deducted when our partner payment provider processes your order.
Delivery
We cannot be held responsible for delays or lost packages if an incorrect or incomplete address is supplied.
On signed for deliveries. Please make sure you keep the receipt enclosed with your goods.
Delivery Charges
We make every effort to keep our delivery charges as low as possible. Our charge depends on the value of your order. You only pay one delivery charge, irrespective of the number of products ordered:
When you add products to your Shopping Basket, the appropriate charge will be added automatically. You will always be able to see this charge before submitting your order.
How we Deliver
We use the [Jersey Post/Royal Mail- Recorded Delivery] (First Class) and [Jersey Post/Royal Mail] mail services.
Delivery Times
Delivery times are calculated in working days - i.e. Monday to Friday inclusive. If you order after 4.00pm, please calculate your delivery time as if your order had been placed the following working day. In the case of bank holidays, please allow an extra two working days.
- Orders Over £20:
Jersey Post/Royal Mail - Standard Delivery: - 1-4 Working Days set price - FREE! - Orders Under £20:
Jersey Post/Royal Mail - Standard Delivery: - 1-4 Working Days set price - £1.99
Important delivery information.
All Recorded deliveries must be signed for. If you are out when the postman arrives, he will leave a card with a contact number for you to call.
We do our best to meet the declared delivery times. However, occasionally delivery times may be affected by factors beyond our control and therefore we cannot guarantee them.
Please allow extra time for deliveries to Scottish islands.
Return of Faulty Goods
If there is a fault with your product within 12 months of delivery (or other defect with your order), we will normally offer a prompt repair, exchange or refund. We will always offer you the choice of an exchange or refund if the fault occurs within 28 days of delivery.
To qualify for a refund or exchange the product must be:
In otherwise “as new” condition; and This promise does not cover faults caused by accident, neglect, misuse or normal wear and tear.
To be assigned a Returns numbers, e-mail us at returns@memorybits.co.uk or by phoning us on 0845 201 3100
Please arrange for return delivery to the following address:
MemoryBits International Jersey Ltd
Chandis House, 5-7 Great Union Road
St. Helier, Jersey JE2 3YA
Channel Islands
Please note that we cannot accept responsibility for items lost in the post without proof of postage. We advise all customers to use recorded delivery where possible.
Fraud/Verification Checks
From time to time, we receive possible fraud alerts regarding payments we are processing on the site. This is quite normal and can often be due to a mis-type postcode or a customer moving house etc. Depending on the circumstances, and for your security, we may place your order on hold temporarily whilst we carry out a simple verification of your details. This will quite often involve a very brief phone call from one of our operatives and is nothing to worry about.
General
These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions.
Your data protection rights are set out in our Privacy Policy.
Additional terms and conditions may apply for prize competitions, pre-release orders and our added value services and offers. If so, you will be alerted to them at the relevant juncture.
These terms and conditions only cover the memorybits website. Any other websites to which you link from this site are governed by their own terms and conditions. We accept no responsibility or liability for the content or operation of websites, which are not under our control. We are required by law to tell you that sales can be concluded in Jersey only and that no public filing requirements apply.
What are your trade terms and conditions?
You cannot use any promotional codes on the trade site only through the normal retail site.
TRADE PRICING - The way we structure our pricing is simple we have 3 prices:
- If you spend £100 - £200 per order you get a Great prices
- If you spend £200 - £500 per order you get a Amazing Prices
- If you spend £500 and over you get incredible prices.
All 3 prices are shown on each product, then, depending on how much your order value is at checkout, the correct pricing structure will be given.
The great thing about our pricing structure is that it’s not per item but per whole order! For example if you spend over £500 on your order, then EVERY item on that order will be at the best possible price if its 1 item or 50 items.
TRADE DELIVERY
We try our very best to ship all orders the same day if ordered before 2pm. All orders are shipped via next day delivery courier service.
If we can not get your order to you with 3 days we will notify you of this by telephone and email, and either offer a replacement that we can ship that day, or inform you of how long the delay will be.
TRADE STOCK
90% of our products on the site are in stock, the other 10% we can get hold of and can be with us within 1 - 2 days - so the maximum a delivery time will ever be is 4 days. The vast majority of the time it will be either next day or 2 days.
As you can understand we never know what quantity you will order or know how busy we are from one day to the next, so we do our up most best to hold good levels of stock at all times - however from time to time we do run out, BUT with a department dedicated to buying products and maintaining stock levels, we always have it back in stock within 1-3 days so we can get your order to you with limited delay.
Please Note: Trade prices only apply for ordes over £100
What are your delivery charges?
How we Deliver
We use the Royal Mail - Special Delivery, Recorded Delivery & First Class mail services.
Delivery Times
Delivery times are calculated in working days - i.e. Monday to Friday inclusive. If you order after 2.00pm, please calculate your delivery time as if your order had been placed the following working day. In the case of bank holidays, please allow an extra two working days.
- Orders Over £20:
Royal Mail - Standard Delivery: - 2-4 Working Days set price - FREE! - Orders Under £20:
Royal Mail - Standard Delivery: - 2-4 Working Days set price - £1.99 - Special Delivery:
Royal Mail - Next Working Day, Mon-Fri set price - £7.95
(to take advantage of this service please call 0845 201 3100 before 2pm)
Important delivery information.
All Recorded deliveries must be signed for. If you are out when the postman arrives, the he will leave a card with a contact number for you to call.
We do our best to meet the declared delivery times. However, occasionally delivery times may be affected by factors beyond our control and therefore we cannot guarantee them. We will inform you if we become or are made aware of an unexpected delay.
Please allow extra time for deliveries to Scottish islands.
In the event your item is lost in post, please allow 10 workings days from the date of despatch before making a claim, this is to ensure sufficient time is allowed to undertake our track and trace procedure.
For further information regarding tracking lost parcels, please visit the Royal mail web site or click the following link.
http://www.royalmail.com/portal/rm/print?catId=400144&mediaId=400147
Where is my order?
Delivery Times are estimated between 2 and 4 working days for all UK mainland deliveries, although in some cases deliveries can take up to 7 working days, mainland Europe deliveries can take between 5 and 7 working days.
International and Overseas orders can take upwards of 7 to 10 working days.
If your order has not arrived within (10 working days to UK mainland and 15 working days to Europe and Overseas) after you receive an email from us informing you that your order has been dispatched please contact our Customer Services team.
If you are ordering mutiple items, in certain circumstances an item may be out of stock, if this does happen it would normally be back in stock within 48 hours, if an item does not come back into stock within 72 hours from when you placed your order a member of our customer services team will contact you and advise when the item is expected and in certain circumstances we may offer an alternative replacement product.
If you are unsure of whether an item has been shipped you can log in to My Account to check the status of your order. If your order has been order processed this means you order has been despatched.
If this does not help you with your qurey please either use our live chat facility or call us on 0845 201 3100 and we will be happy to help.
Only part of my order has arrived!
If you have ordered multiple items please be advised that they may not be packaged together, therefore you may not receive all of your items at the same time.
You should allow a further 48 hours for delivery before contacting our customer services team to advise of a missing parcel.
Lost Orders
If an item has been shipped and has not arrived after 10 working days (UK mainland), or 15 working days (Europe & Overseas), please contact our customer services team who will initiate an investigation with Royal Mail.
All orders are scanned and bar coded so that they can be tracked during the delivery process.
All lost or missing orders are treated very seriously and investigated thoroughly.
If an item is not traced a replacement will be despatched which will require a signature on delivery.
If a replacement is unavailable an alternative product will be offered or a credit will be offered, in certain cases a refund will be provided.
If a customer experiences repeated problems with losses and non delivery Memorybits reserves the right to suspend the account and decline further orders to that customer.
Memorybits reserves the right to refuse to replace lost items or issue a refund if the delivery details are incorrect or incomplete.
If this does not help you with your qurey please either use our live chat facility or call us on 0845 201 3100 and we will be happy to help.
What is your returns policy?
This is as follows:-
a. If the goods MEMORYBITS delivers are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, MEMORYBITS shall have no liability to you unless you notify MEMORYBITS in writing at the MEMORYBITS contact address of Chandis House, 5-7 Great Union Road, St. Helier, Jersey, JE2 3YA.
b. If you notify a problem to MEMORYBITS under this condition, MEMORYBITS's only obligation will be, at its option:- to make good any shortage or non-delivery; to replace or repair any goods that are damaged or defective; or to refund to you the amount paid by you for the goods in question to the original method of payment.
c. MEMORYBITS will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to MEMORYBITS under this condition and MEMORYBITS shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question.
d. Nothing in this condition is, however, intended to limit any rights you might have as a consumer neither under the applicable local law that may not be excluded nor in any way to exclude or limit MEMORYBITS's liability to you for any death or personal injury resulting from its negligence.
e. All goods returned will be tested and inspected for damage and authenticity upon receipt, if MEMORYBITS discovers any defects that are not related to a fault of the product, MEMORYBITS reserves the right to refuse to refund, replace or return the faulty item(s).
Nothing in this contract creates any right which is enforceable by any person who is not a party to the contract.
Damaged and Faulty Goods
If any item arrives damaged please contact our customer services team within 14 days of delivery for a Returns Authorisation.
Items not claimed as damaged after this period may not be authorised for replacement.
We test every item returned to us, once received it will be inspected and tested by our test centre. A replacement will be authorised should a fault be found. In the event of a replacement not being available an alternative product will be offered or a credit note issued, in certain circumstances a full refund will be offered.
If no fault can be found by our test centre, the item will be returned to you.
If this does not help you with your query please log onto our live chat facility available through our web site or call our customer services team on 0845 201 3100 and we will be happy to help.
How do I return an item?
Faulty products or incorrect items received can be returned for an exchange or refunded please fill out the below returns form:-
http://www.memorybits.co.uk/ReturnsForm.pdf
Unwanted items or orders placed in error can be returned to us for a credit. Any items returned under this policy will be liable to a 10% restocking fee and will only be accepted provided the item has not been opened and the packaging is in as good as new condition. A returns form must also be completed and returned with the product.
Please be sure to read all the terms and conditions on the returns form prior to sending your item.
If this does not help you with your qurey please either use our live chat facility or call us on 0845 201 3100 and we will be happy to help.
What is your privacy policy?
Memorybits is committed, in a fair and equitable manner, and strictly to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with Jersey Law). The information we collect about you enables us to process your order and provide you with the best service possible. We only send promotional emails with your permission, and do not pass your details onto third parties without your prior consent.
Your Details
We will need to collect the following information to process and fulfil your order, and to notify where applicable the status of your order:
• Your name,
• Address,
• Phone number,
• Email address,
• And credit or debit card details.
We will never collect sensitive information about you without your consent, however additional information you give us will be used for personalisation purposes.
All personal information is held securely in accordance with our internal security policy and the law. Information is not used or transferred outside the European Union without your prior consent.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" (a small piece of electronic information), which would be stored on your browser. Unless you modify your browser settings, information collected this way can be used to identify you.
We employ other companies & individuals to perform functions on our behalf. Those companies and individuals will have access to personal information needed to perform those functions, but may not use it for any other purposes and are required to process the data in accordance with Data Protection legislation.
Security Advice
At memorybits.co.uk the security of your transactions and personal information is our priority.
Be vigilant when giving out your personal information.
- memorybits.co.uk will never ask for your memorybits.co.uk account password or your bank account details by email.
- memorybits.co.uk will never ask for your credit/debit card four-digit security PIN under any circumstances.
If you are contacted or receive an unsolicited email which asks you for your password or personal banking information, disregard the request and report the communication to memorybits.co.uk for investigation.
This site uses a thawte SSL123 Certificate to offer secure communications by encrypting all data to and from the site. Thawte has checked and verified the site's registered domain name.
You can click on the badge to the right to check the details.
Memorybits.co.uk does not store any credit card details you will be asked to re-enter your card details on every order,
Forgotten Your Password?
If you have forgotten your password you can click on this forgotten password link. This page will ask you for your email address which will automate a new password for you.
Alternativley please contact a member of our help team who can activate this for you.
What countries do you deliver to?
We deliver to the following countries.
If you country is not listed, please contact customer services and we may be able to help you.
Austria
Belgium
China
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Hong Kong
Hungary
Ireland
Italy
Japan
Luxembourg
Canada
Netherlands
Norway
Poland
Portugal
Spain
Sweden
Switzerland
United Kingdom
United States
Channel Islands
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