Payments secured by PaymentSense Merchant Services

FAQ

Q. Can I try the goods out before I buy?

A. We do not sell goods on a trial basis. If you are unsure about selecting the correct product for your needs, please call our sales office for advice, or to arrange viewing/testing of the item you require at our store.

Q. How much is delivery?

A. This varies from item to item, some of our product pages include the cheapest delivery option in the total price. Where this applies this is shown. Certain parts of the UK (Highlands & Islands) are more expensive to deliver to, therefore the only way we can supply an accurate delivery cost is if you register on our website, and then click BUY on the items your require, the online shop will give you the delivery options and costs. Therefore its difficult for us to answer individual delivery price queries by email, please use the online shop for an accurate quote. Some of the product pages do features typical delivery costs, which apply to mainland UK, N. Ireland, & Ireland only.

Q. Can I collect items if I am local?

A. Yes. You can select "Collect from store" as the delivery option in your shopping basket. If the items you are ordering are in stock, then your order will be ready for collection shortly after processing. If your order is showing as "In stock with supplier" or "Ordered on request" then we will order the items in for you and email them when the order is ready for collection.

To avoid disappointment, we would always advise calling before travelling a long distance to collect items to ensure that the order is ready for collection. The stock levels on our website are live, but we do not reserve stock until we receive a confirmed order. If you are coming to our store to purchase something you have seen on line, you can place an order and select "Cash on Collection", or "Card on Collection" and our system will reserve the stock for you.

Q. If I order now when will I get my goods?

A. If you place your order by 3.00pm we'll process it and get it despatched same day (providing we have your items(s) in stock), so if you select next working day delivery, 99.9% of the time you'll get it next working day. For purposes of deliveries, working days are Monday to Friday - our courier does not deliver at the weekend. We prioritise orders with next day delivery selected, and do our best to make sure your get your goods on time. We say 99.9% success for next working day, as there are factors outside our control and outside the delivery company's control, such as extreme weather conditions, road accidents, vehicle failures, and although every effort will be made to get your item to you on time, there are on occasion factors which make this impossible.

If you select standard delivery, we'll still make sure you get your order promptly, though this can take 2-3 working days for mainland UK.  If for any reason we cant despatch your item on the same day you ordered it, we'll despatch it the following working day.

Q. Is the item in stock? If it isn't how long will it take?

A. Our Website features live stock indications for the Majority of items. Items we have in stock at our store will have a green tick and a number showing on the product listing:

For Example
2 IN STOCK (same day despatch available weekdays until 3pm)

For some items we have a live stock feed from our supplier and will have an indication of their stock levels available. These Stock levels are updated regularly, but if you require an item urgently please call our sales office and we can check our suppliers stock levels for you. Items which are showing as "In stock with Supplier" may be available for next day shipment, but this may attract additional carriage charges, and cut-off times for orders differ from supplier to supplier. Please contact our sales office if you require more details.

Items which we do not have stock info for, or which are made to order will either show "Please Call" or a long lead time. Some items require import from overseas manufacturers, or are assembled to order. If you require more detailed stock information, please contact our sales office.

Q. What if it doesn’t work or stops working?

A. All new products come with a full manufacturers 12-month warranty. Graded and B-stock items will have the warranty stated in the description. If you have a problem with your product please contact us my phone or email & we will be happy to help.

Q. Are my card details safe?

A. Yes! Our systems dispose of your card details once we have processed your order.

We also use a secure server when you give your card details to us on line, you will notice a padlock in the corner of your browser window as well as the address in the address bar changing to begin with 'https://...'
If at any point you are unsure about ordering on line or if you encounter a problem, please do not hesitate to call us and we will be happy to take your details over the phone and answer any questions you may have.

Q. I haven't received an Email confirmation of my order

A. Our system sends a generated email to confirm your order has been placed, every time. We will also email you when the status of your order changes.

If you cannot see an email from us, check your junk mail box and set any junk mail filters to accept mail from Eclipse Sound & Lighting
You can always check your order status on line by logging into your account

Q. Do you price match?

A. We are confident that we are always competitively priced, however, on the odd occasion a competitor may offer a lower price on a product. If you find an item cheaper, drop us an email or give us a call with the details. We will then get back to you with a response.

All we ask is that the store or website offering the lower price is an authorised dealer for that brand and is based in the UK or Ireland with the products being 'like for like'. We will also take into account any delivery charges.

 

 Back