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Frequently Asked Questions

How can I Track My Order?

All orders are dispatched with the use of a courier service where you can track your parcel directly from the courier website. In order to do this, please use you tracking number provided via email and enter this onto the track your parcel option on the courier’s website.

 If, however you have not received the tracking number, please call us on 0208 550 8535 (Mon to Fr 10am – 5pm, excluding bank holidays). Sometimes orders are part shipped if they are coming from different warehouses so you may have part of your order arrive later on in the day.

 

Returns & Refunds

Can I Cancel my Order or Refund the Item within 7 Days?

Cancellation under the Distance Selling Regulations
You may cancel the contract under the Distance Selling Regulations by notifying us no later than 7 working days after we deliver the goods that you are cancelling the contract.
You may not cancel your contract with us under the Distance Selling Regulations where any item has been unsealed by you. We will not accept the return of software where the cellophane on software has been opened or software has been installed. Unless the software is part of a package (e.g. the software is included by the manufacturer in the Laptop Outlet of a PC and the PC is faulty).
The item must not be used and must be 'As New' when returned to us. If it was a sealed item when received, it must be returned sealed as per the original condition. Otherwise it will be considered as used and a charge of 10% - 25% may apply.

If the item does not include the original packaging a charge may be made. We reserve the right to make a minimum charge of £50 to restore a used computer back to factory default settings. Please note you cannot return a used computer to us under the Distance Selling Regulations.
Under the Distance Selling Regulations, you have a statutory duty throughout the period of cancellation, to retain possession of the goods that have been delivered and take reasonable care of them.

 
If you cancel the contract under the Distance Selling Regulations you must return the goods to us at your own expense.
You must take reasonable care to ensure that Laptop Outlet receives the goods and the goods are not damaged in transit.
Failure to do so might result in a breach of your statutory duty to take reasonable care and Laptop Outlet will have a right of action against you to withhold a refund.
If you cancel the contract under the Distance Selling Regulations and do not return the goods as required, we may charge you our direct costs of recovering the goods.

 

When can I expect the Delivery?

When we accept your order, we will do our best to make delivery within the quoted delivery period. If we do not attempt a delivery within the quoted delivery period and you provided a full and correct delivery address then we may offer a refund or part refund of the delivery fee.
If you provide an incorrect delivery address and we are unable to deliver, then we may treat the order as cancelled by you and refund the price of the goods. The delivery charge will not be refunded. Should nobody be available to accept the delivery, the courier will keep hold of the goods for up to two days and you may re-arrange delivery. After this period we may treat the order as cancelled by you and refund the price of the goods. The delivery charge will not be refunded.
If part of your order is unavailable we may deliver some goods separately. We will deliver the remaining items as soon as we can.

 

 What should I do If My Item is Faulty?

(Dedicated Support Numbers for most Brands Offered by Us)

In most cases the manufacturer acts as our agent to repair your goods. For the quickest solution please contact the manufacturer first in the event of any issues.

 

Brand Support Number
Samsung 03307267864 / 01932454358
Toshiba Laptops / PCs 0844 800 2835
Toshiba Camcorders & Products 08700660191 / 0871 495 8944
ASUS 0870 1208 340
Dell 0844 444 5818
Lenovo Support 0844 249 1112
Acer 0871 760 1000
HP / Compaq 0844 369 0369
Sony 09050310006
Fujitsu 08702434397
EMachines 08714670006

 

Faulty items are any products that we supply to you which do not conform to the contract. The following are not classed as faulty items:

Any items that fail due to normal wear and tear, accident, wilful damage, failure to follow instructions, negligence by you or a third party, use otherwise than in accordance with their intended use, or any modification or maintenance carried out without the prior approval of Laptop Outlet or the manufacturer.

 
You need to inform us as soon as possible if you find that any items on your order are faulty. If you return items because you think they are faulty, we may charge you the delivery costs and any costs and expenses involved if it is found that the items returned are not actually faulty.

 

In the first instance we will attempt to rectify the fault promptly. Failing that a replacement of a similar aged product will be offered. In some instances when this is not possible a partial or full refund will be offered depending on circumstances.

 

What is your Policy for Returning Items?

Unfortunately we do not currently offer a while you wait service. Our returns are handled on a queued system. To avoid unnecessary delays please always ensure you have a valid RMA before returning goods. Every effort is made to process returns quickly but please be aware that sometimes things can be held up if we are waiting for replacement parts or goods from our suppliers.
If returning items to us for any reason (e.g. if you have cancelled the contract under the Distance Selling Regulations or you think they are faulty) you should:

 

  •   Ensure that they are adequately and securely packaged and labelled with our address
  •   Be aware that you are responsible for any damage during transit that is due to incorrect or inadequate packaging by you and that you are responsible for any damage or loss in transit when you arrange the delivery (instead of using our courier).

 

What are Open Box / Ex Display Items

Unless otherwise specified our open Laptop Outlet stock is sold with a 6 month warranty only. Any claims under the warranty after 6 months of receipt will not be accepted. This does not affect your statuary rights.

 

What is the Industry Standard Policy regarding LCD Pixel Faults? Do you comply with ISO standards?

 All LCD displays sold on Laptop Outlet website adhere to the ISO 13406-2 standard which regulates the acceptability of defects and protects the end user. ISO 13406-2 recommends how many defaults are acceptable in a display before it should be replaced within the terms and conditions of warranty. The production techniques of today cannot guarantee a completely fault free display.

 The table below shows the allowable number of malfunctioning pixels that are acceptable, depending on the native resolution of the LCD and allowing for 2 malfunctioning pixels per million pixels.

 Note: Unless the number of pixels exceeds the tolerance level stated and set in ISO table below, we cannot take the items back for a replacement.

 

Native Resolution No. of pixels No. of Million Pixels Acceptable defects
1024x768 786,432 0.8 2
1280x1024 1,310,720 1.3 3
1600x1200 1,920,200 1.9 4
2048x1536 3,145,728 3.1 6

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable, depending on the native resolution of the LCD and allowing for 5 malfunctioning sub-pixels per million pixels.

 

Native Resolution No. of pixels No. of Million Pixels Acceptable defects
1024x768 786,432 0.8 4
1280x1024 1,310,720 1.3 7
1600x1200 1,920,200 1.9 10
2048x1536 3,145,728 3.1 16

The table below shows the allowable number of malfunctioning sub-pixels that are acceptable within a 5 x 5 block of pixels, depending on the native resolution and allowing for 2 malfunctioning sub-pixels within a 5 x 5 block, per million pixels.

 

Native Resolution No. of pixels No. of Million Pixels Acceptable defects
1024x768 786,432 0.8 2
1280x1024 1,310,720 1.3 3
1600x1200 1,920,200 1.9 4
2048x1536 3,145,728 3.1 6

I need help with Ordering. What should I do?

Placing order at Laptop Outlet website is very simple and easy. You can order online 24 hours a day, 365 days a year using our secure server. Just add your selected product(s) to the basket and proceed through the checkout and opt for payment methods such as Direct checkout using your Debit or Credit card or via PayPal.

However, should you need help choosing your ideal laptop, you can either search for the model number/stock code/manufacturers part number by using the search box which can be found at the top right hand side of every page or contact our friendly and knowledgeable sales team on 0208 550 8535.

 

What are the modes of Payment?

We accept most credit/debit cards such as MasterCard, Visa, Visa Debit, Maestro, and Solo. For more details please call our sales team on 0208 550 8535.

 

How Can I Choose the Right Laptop? 

 When choosing your ideal laptop, there are a few things to really consider:

 

Screen

The screen needs to be large enough for you to use comfortably, but if weight or portability is an issue, consider opting for a smaller sized laptop as these are generally lighter in weight, and more manageable if you need to carry the laptop around with you.

 

Hard Drive

This is the component within the laptop which is where all of your files (photos, videos, music, and even programs) are stored. The larger the hard drive capacity, the more space you will have for storing files. Laptops now usually come with a minimum of approximately 80GB, and can increase up to 1000GB on the larger, higher end models from some manufacturers. If you think you will be storing a lot of digital media on the laptop, you should ensure that the hard drive capacity is enough to accommodate your files.

 

Processor

The processor is the brain of your laptop. The faster the processor is, the more complex calculations it can carry out per second. This means that faster processors will allow you to carry out any tasks you utilise the laptop for in a shorter period of time. This is one of the components which can’t easily be changed on a laptop, so it’s worth getting the fastest processor you can afford.

 

Memory

The memory within a laptop is a very fast data store and is much faster than the hard drive. For this reason, programs which you are currently running on the laptop will be stored in the system memory (RAM) to maximise the speed at which you can work at. Ideally you should be looking at a very minimum of 1GB, but having 2GB or 3GB is ideal. If you want to purchase a laptop for memory or processor intensive tasks such as video editing, photo manipulation, or even playing games, it is worth opting for a minimum of 2GB or 3GB.

 

Graphics Card

The graphics card is the component within the laptop which will power many of the tasks that you carry out on a day to day basis. If you intend to play 3D games at all on your laptop, you should opt for a dedicated graphics card as these are much faster than their integrated counterparts. However, if your laptop is going to be used for usual day to day tasks such as web browsing, or word processing, you can opt for a laptop with an integrated graphics card as these laptops are generally cheaper. Selecting which type of graphics card you require is essential as these cannot be upgraded.

 

Netbooks

Netbooks are a new type of computer which have been designed and engineered to be as small as possible whilst giving excellent battery life. In a nutshell, these are ultra-portable computers which usually have a screen size of approximately 10”, and weigh on average 1-1.5Kg. Do note that these netbook computers are designed to be energy efficient and are slower than normal laptop computers. General uses for the average netbook include for example, internet browsing, word processing, and spreadsheet manipulation. Netbooks are similar to computers but that are designed to be used on the move, providing you with battery life that lasts throughout an average day. These are not necessarily designed for playing games, however so if games are your thing, it is best to go for a laptop with a dedicated graphics card.

Now you know what to look out for, check out our laptop chooser at the top of the homepage to start finding your perfect laptop or netbook purchase!

 

Glossary:

3G HSDPA (High-Speed Download Packet Access) - High Speed Internet on the move. Computers with built in 3G HSDPA modems will have a SIM card slot like those found in mobile phones. If you insert a SIM card, you can use it to access mobile broadband using the phone company’s network.

 

Bluetooth - A short range radio signal which allows you to connect other Bluetooth devices to your laptop. A common example of this would be connecting your mobile phone to your laptop to wirelessly send and receive pictures to and from the laptop/mobile phone.

 

WLAN/Wi-Fi - Having a computer equipped with a wireless LAN or Wi-Fi card will allow you to join networks both at home and whilst outdoors. These networks usually allow access to the internet so you can catch up with your emails or just surf the internet whilst you walk around your house, or are sitting enjoying a coffee while you’re in a cafe.

 

HDMI - The High Definition Multimedia Interface is a new form of technology that can carry digital video and audio signals down a single cable. This technology provides the best quality video and audio, and can be plugged directly into majority of HD-Ready TV’s.

 

VGA - The VGA-out port on your laptop will allow you to plug your computer into a larger screen TV, but does not have the same image quality as a HDMI cable would allow. They also do not carry sound signals so you will require a separate cable if you wish to transfer sound from your laptop to your TV.

 

USB - (Universal Serial Bus) enables users to plug their peripherals into an available USB port and have it automatically recognised and installed. USB 1.1 is the older variation and transfers data at up to 12mbps (megabits per second), while USB 2.0 offers faster speeds of up to 480mbps.

 

Are your Prices Inclusive of VAT?

Yes. All the prices listed are inclusive of VAT. Our VAT number is GB 992 5038 94.

 

What is the Response Time for Inquiries?

We aim to respond to all emails / inquiries within 24Hrs.

 

Questions about order status?

Processing - The order has been sent to our warehouse for fulfilment. Your order will dispatch within 1 - 2 working days.

Shipped - The order has been fully dispatched. The dispatch tracking number is provided in the Order tracking email to obtain up to date dispatch information.

 

How do I return my product?

Returns are permitted for refund or exchange and must be initiated by contacting our returns department at 0208 550 8535.

If the item does not include the original packaging a charge may be made. We reserve the right to make a minimum charge of £50 to restore a used computer back to factory default settings. Please note you cannot return a used computer to us under the Distance Selling Regulations.
Under the Distance Selling Regulations, you have a statutory duty throughout the period of cancellation, to retain possession of the goods that have been delivered and take reasonable care of them.