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Contact Us
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If you...
- Need to ask a question on a specific product
- Need post sales support on a product and you have read the manual
- Want due dates on out of stock items
- Want to buy something not on our site
then by all means send us an e-mail
Please don't e-mail us if you...
- Want to place an order - you must order on-line
- Want to add to, amend or cancel an order - you must do this on-line (place a new order, or cancel via MY ACCOUNT)
- Want prices - these are shown on-line
- Want stock info - these are shown on-line and are exactly what we see
- Want to return an item
- Want to know about delivery charges - these are shown here
- Want a catalogue - we don't produce one yet
- Want us to design a whole home automation system for you - we suggest you
contact a CEDIA member
E-mails are generally answered within a few hours, and normally within minutes.
Occasionally we may take longer to answer as we may need more time to
investigate your enquiry, or at times when we are extremely busy. If your
e-mail is short and to the point then it is very likely to be answered very
quickly. If you ask any of the questions listed in the "don't e-mail" section
above then don't expect an answer because you won't get one
FAQs - READ THESE BEFORE E-MAILING US!
Q. Can I order over the phone?
A. No. You must place your order on-line
Q. Why?
A. Because your credit card is authorised at the time of order in real time.
Our payment gateway uses 3DSecure (Verified By Visa, Mastercard SecureCode)
so you may be asked for personal data. If we were to place the order we would
also have to do it on-line the same as you, and obviously we don't know
(and don't want to know) your personal data
Q. I want to discuss my requirements over the phone what is your phone number?
A. Due to staff limitations and time limitations we no longer offer any telephone support at all unfortunately
Q. I want to change a quantity of something ordered, or add an item or delete
an item off my order. Can I do this via e-mail?
A. You should amend or cancel items yourself on-line. You can
increase, decrease, or cancel an unshipped item yourself via MY ACCOUNT. If
you wish to add to an order then please place a NEW order and in the Notes
box tell us to "Ship with order xxxxx". You can only add to an order if it is
unshipped. We can do cancellations and amendments for you by e-mail
but would prefer it if you did it yourself. We cannot add items to an order,
since your card needs to be authorised on-line. We cannot
authorise your card for more than the original authorisation amount
Q. Can I come to your premises and collect?
A. Unfortunately not. We have very limited staff resources, and no longer
allow collections
Q. What if I just "turn up" will someone help me?
A. No. You will be turned away empty handed, so please don't waste your
time or petrol
Q. When will my order ship?
A. Generally, UK orders that are in stock, placed before midday on a working
day (Monday - Friday) are shipped the same day, and arrive to most
destinations on the next business day. Certain destinations require extra
time for delivery (Scottish Highlands, etc). There are various shipping
service options available at Check Out, which range from First Class Post
(for small items) up to UPS Saturday. Other than UPS Saturday, next day
delivery is not guaranteed. For orders shipping abroad, we require proof of
address to be faxed to us. This needs to the credit card statement which
should also confirm the credit card number. Orders from abroad will not be
processed without this. Once we have approved this documentation the order
will ship the following day for delivery 2-3 days later
Q. Is the item in stock?
A. The site shows the correct stock figures
Q. How much is the item?
A. The site shows the price
Q. Can you quote me in Euros or US Dollars, etc?
A. Sorry no, we only deal in GB Sterling. You should contact your credit card
company for an approximate exchange rate
Q. What if my item is not delivered or lost?
A. All shipments are insured, assuming you use our shipping methods. Items
shipped by First Class Post can be claimed against if they are not delivered
within 18 days. UPS hardly ever lose an item, but if they do, then an
investigation is launched and once completed the goods will be replaced
(if you need the goods faster than that, then you have the option to place
your order again, and pay again, and then your first order will be credited
assuming it turns out to be lost). If you are out when the courier tries to
deliver they will try again the next day. When placing an item please ensure
that there will be someone available to receive the shipment. We get a LOT
of parcels returned because people have been out when the postman or the
courier attempts to deliver - so please read our shipping confirmation
e-mails when received, and keep an eye on any tracking information. In
the case of failed Royal Mail delivers you are required to go and collect
the parcel from the sorting office if you are out when they first attempt
delivery
Q. Do you charge VAT to deliveries to the Channel Islands?
A. No. VAT is removed when you get to the last Check Out page
Q. Do you charge VAT to other EEC countries?
A. Yes. It is the law to charge VAT here. You will not be charged import duty
to another EEC country. If you are a company operating within the EEC but
outside the UK then you can provide us with your valid (we will check it)
VAT No (put this in the Notes box on the last Check Out page), and we will
not charge you VAT. Please don't ask for a VAT refund if you haven't done
this
Q. Do you charge VAT to countries outside the EEC?
A. No. But please note you will probably be charged import duty when the
goods are delivered to you. We cannot tell you what this charge will be as
it is different depending on what you buy and where you are. The delivering
courier will request payment of the duty prior to delivering the goods.
Please be certain you are happy to pay the duty charge when the courier
delivers, if you decide to refuse the delivery then you will be liable to
pay the delivery from us to yourselves plus the return delivery charge
back to us - this will generally mean you will not receive any credit for
the goods whatsoever, or in certain circumtances we will have to charge
you additional sums to cover the return delivery back to ourselves
A. Do you give trade discount?
A. Yes. Please apply to the e-mail address above. We require the following
information. Your name, company name and address. Telephone No, e-mail
address, and website address. Proposed yearly purchase figures
Q. Do you give credit accounts?
A. No. All customers must pay up-front by credit/debit card, cheque (cleared),
cash or T/T
Q. If I don't like an item, can I return it for refund?
A. Yes, with some buts. Products in "blister packs" (sealed plastic)
cannot be returned once opened. Other products can be returned within 30
days of purchase if they are in 100% new condition, complete and unmarked -
returns with things missing or the packaging missing or defaced or with the
contents thrown back in the box will NOT be accepted. Once ordered you cannot
cancel or return an order for Silent Gliss curtain tracks. Any software
product that has been opened can also not be returned. Returning the item to
us is your responsibility. When we raise the credit it will be paid back
using the same method you paid us originally. We do not credit your delivery
charges. YOU MUST DO AN RMA REQUEST BEFORE RETURNING AN ITEM, AND RECEIVE AN
RMA FROM US - IF YOU SEND SOMETHING BACK WITHOUT AN RMA THEN DON'T BE
SURPRISED WHEN WE DON'T CREDIT YOU!
Q. I have clicked to Submit my order, and a new page has come up, from a
third party website, asking for personal information. Is this a scam/should
I be worried?
A. As our site says, we use the 3DSecure system to authorise credit cards via
our payment provider SagePay. 3DSecure is more commonly known as VerifiedByVisa
or Mastercard SecureCode
Click on one of the logos above to go to either card's site
Our site will attempt to clear your card with
SagePay. The bank will either say yes (authorised), or no (declined), or they
will say they require the higher level authorisation - 3DSecure. We will
then transfer you to the bank's 3DSecure site (this does generally NOT have
your bank's name in the URL). If it is your first visit to the 3DSecure
site then the site will ask you some personal info, your date of birth for
example. It will not ask for the card no, as it already knows that. You
should proceed with this registartion and you will only have to do it once.
As part of the registration process you will be requested to think of a
password. This will be your 3DSecure password. The next time you shop via
a site that uses 3DSecure (most sites do now) then you will merely have to
enter that chosen 3DSecure password, and the charge should be authorised
Q. But I don't want to register with 3DSecure
A. You will have to at some point, as most sites require it now. If you aren't
prepared to register, then we will not accept your order - sorry
Q. What is the warranty?
A. Warranty on all items is 1 year return to base. If an item fails within
the first 30 days of purchase we will refund your return delivery costs
(certain limitations apply). If the item is older than that then you must
pay for the return delivery. The warranty swapped/repaired item will be
returned to you delivery free if you are in the UK, unless we find no fault
found. If you are from abroad then paying for return delivery back to
youselves will be chargeable. No fault
found returns are charged a handling fee to cover our time testing the
product and the return delivery charge back to you - so if you want to
return something that is faulty, please make sure it is!
Q. Do you accept payment by PayPal?
A. Sorry, not at the moment
Q. Can you send me a sample product?
A. Sorry, no
Q. Can I come in and discuss my requirements?
A. No. We are not a shop and we do not have any demonstration facilities.
But we will be happy to help you via e-mail
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E-Mail:
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support @ letsautomate.com
(Obviously remove the spaces)
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Our Fax number:
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01753 580522
(International +44-1753 580522)
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Our address: |
Let's Automate Ltd
Unit 14 Elder Way
off Waterside Drive
Langley
Berks
SL3 6EP
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