GOODMANS DIRECT
A trading name of Goodmans Industries Limited.
How do I create an account?
Click on Register on the ‘My account’ page and complete the registration form. You will need to provide your name, contact details including e-mail address and create a password for your account.
How can I sign up to receive your newsletters?
Our newsletters allow you to keep up to date with the latest in product design and technology. You can sign up to receive them by clicking the
href=”http://www.goodmansdirect.co.uk/emailsignup.aspx?&language=en-GBtitle=Mailing Listbutton at the top of the screen or by registering with the website through ‘My Account’ page. You will receive these by e-mail. You can also choose to receive newsletters about other products and services offered by the Alba plc group of companies (of which we are part) and those of our carefully selected partners.
Can I add to an existing order?
You can go back and add items to your order until you confirm your payment details and submit your order by clicking the ‘place order’ button. Once the order is confirmed, however, you cannot add items to the same order. If you’d like to order additional items, please place a new order.
Can I remove items from my order?
If you have not yet submitted the order, then you can remove items from your order by clicking the ‘Remove’ button (which you will find to the right of each item in your Basket).
If you have already submitted your order, then you may be able to cancel your order. For more information on cancelling your order please see the Contract Cancellation section in our Terms and Conditions.
How will I know if an item is out of stock?
All the products included on the website and available to order, are in stock.
Do you deliver or send products outside of mainland UK?
No, we only deliver products to addresses within the UK mainland. Please note that PO box numbers, hotels and accommodation addresses are not acceptable.
Will I get an order confirmation?
Yes, once you have placed your order, you will see an on-screen acknowledgment of your order. We will also send you an e-mail confirming the product ordered, the cost of your order and other important information. Please note that this e-mail is an acknowledgement of your offer to buy the product. It is not an acceptance of your order.
If you want to understand when, in the ordering process, a contract is made between us, please see the Making a contract online section in our Terms and Conditions.
How much is the delivery charge?
We do not charge for delivery – delivery is FREE!
How will I know when my products are going to be delivered?
During the ordering process you will be asked to select your preferred date of delivery.
If there is any problem with delivery on this day, then we will contact you to re-arrange delivery.
Do you install the products that you deliver?
We do not install products. However, if you have bought a large item, such as a Plasma television, then our delivery people will unpack the product and subject to health and safety issues and access to power points, they will power it up to check that it is working. However, they will not connect it to other equipment that you may have, such as DVD players.
We recommend that you follow the manufacturer’s instructions to install a product.
What if I’m not in when you deliver?
Someone over the age of 18 has to sign for delivery. We may ask for ID as proof of age. If there is not anyone over 18 in your house to accept delivery, then we will keep the product and leave notification of delivery. Just call the telephone number on the notification slip to re-schedule a delivery.
When you re-schedule, we will re-deliver. If we have tried unsuccessfully to deliver on four occasions, then we will inform you by e-mail that we consider our contract cancelled. We will refund the cost of the product to you within 14 days of our receiving confirmation that the product has been returned to the warehouse.
What if I want to cancel my order?
You are entitled to cancel at any time either before delivery or up to 8 working days after delivery.
If you wish to cancel please phone our Customer Care Centre on 0871 230 1777 (open 9am-6pm Monday to Friday and 12pm to 6pm Saturday, Sunday and Bank Holidays, closed Christmas Day.).
If your order has already been dispatched you will be asked to follow the procedure set out in our Returns section of our Terms and Conditions. You will be refunded within 14 days of us receiving the returned product(s) in our warehouse.
If your order has not been dispatched when you cancel, then we will refund you within 14 days of your cancellation.
What if my product develops a fault?
In the unlikely event that a fault develops with your product within 12 months of delivery, please contact our Customer Care Centre on 0871 230 1777 or e-mail them to let them know.
You should provide us with proof of purchase when seeking to return a faulty item. If the product is small, for example a MP3 Player, we will provide you with details on how to return the faulty product to us and will arrange to replace the product with a new one. If the item is large, for example a Plasma Television, then we will arrange for a service engineer to visit at your premises to determine the fault. Depending on the fault, we may offer to repair or replace the item. This does not affect your statutory rights.
Your product may carry a warranty that exceeds 12 months, in which case, we recommend that you follow the follow the instructions on the warranty documentation to make any claim under the warranty.
What if my product is damaged when it arrives?
In order to achieve high levels of customer satisfaction, we put all our products through a complete quality control check before they are delivered. In the unlikely event that the product is damaged in transit:
- if it is a large item, like a Plasma television, our delivery team will unpack the product. If they find any damage, they will take the product away. Please contact our Customer Care Centre who will then arrange a date with you to replace it with a new one;
- if it is a small item, then please contact our Customer Care Centre. They will arrange a date with you to collect the damaged item and replace it with a new one at the same time.
How long does it take to get a refund?
If your order has not been dispatched when you cancel, we will refund you within 14 days of receiving your cancellation.
If your order has been dispatched when you cancel, we will refund you within 14 days of us receiving notification that the products have been returned to the warehouse.
How do I update the information in my account?
Login to your account as usual and then click on Address book or Personal Details, as appropriate, to update your account.
How can I get a VAT receipt?
We will send you a VAT receipt in the post after you have placed your order.
How secure is your site?
Wherever on the website you provide us with personal information, we use Secure Socket Layer (SSL) technology. This means that your details are encrypted to help keep them secure. Encryption creates billions of code combinations to protect each transaction made on the website, so your personal information cannot be viewed by anyone else using the internet. When you are shopping in this secure environment, you will see a locked padlock or a key icon in the bar at the bottom of your screen.
We do not store your payment details once your payment has been processed.
Please note that in the interest of security, we will never ask for your full password or credit card details via email, pop-ups, or for any purpose, other than registering or placing an order on the Goodmansdirect website.
If you have any further concerns about security, please email or call our Customer Care Centre on 0871 230 1777 (open 9am-6pm Monday to Friday and 12pm to 6pm Saturday, Sunday and Bank Holidays, closed Christmas Day.).
What if I can’t find the answer to my question?
Please phone our Customer Care Centre on 0871 230 1777 (open 9am-6pm Monday to Friday and 12pm to 6pm Saturday, Sunday and Bank Holidays, closed Christmas Day.) or e-mail them.