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Frequently Asked Questions

Below you'll find answers to the questions we get asked the most from customers.

  • + 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 website.

    If, however you have not received the tracking number, please call us on 0208 550 8535 between 9:30am and 6:00pm, (Mon-Fri, excluding bank holidays). We may send items individually, so if you have ordered more than one item from us it is possible you may receive them on different days.

  • + What does my order status mean?

    Here are the definitions for your order status:

    Processing

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

    Shipped

    The order has been fully dispatched. The dispatch tracking number is provided in the Order Tracking email where you can obtain up to date dispatch information.

  • + When can I expect my delivery?

    All orders should be delivered in the expected delivery window as specified on the delivery option, when selecting during the checkout process. If you have not received the goods in the specified delivery window, please call us on 0208 550 8535 between 9:30am and 6:00pm, (Mon-Fri, excluding bank holidays). We may send items individually, so if you have ordered more than one item from us it is possible you may receive them on different days.

  • + I need help with ordering. What should I do?

    Placing an order on the 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/ 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 of every page or contact us on 0208 550 8535 to speak to one of our advisors.

  • + What is the response time for inquiries?

    We aim to respond to all emails/ inquiries within 1-2 business days. During busy periods we may experience backlog of inquiries, but nonetheless will aim to respond as soon as possible.

  • + What should I do if my item is faulty?

    You need to inform us as soon as possible if you find that your item has developed a fault. 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.

    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.

    (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
  • + What do refurbished/ reconditioned mean?

    The term refurbished/ reconditioned implies to a product that may have been returned to a manufacturer for a number of reasons:

    -Unwanted Gift
    -Undelivered Mail Order
    -Trade Return
    -Minor Cosmetic Blemish
    -Missing Remote/manuals (Which is then replaced)
    -Missing Accessories i.e. batteries
    -Surplus/Bankrupt Stock
    -Tatty Boxes/Packaging/Re-Boxed
    -End of Line Stock

    All products are then electrically checked and completed by the manufacturer. They are then sold as new with a full 1 Year Manufacturer Warranty, unless otherwise stated on the product page.

  • + What is the Industry Standard Policy regarding LCD pixel faults?

    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

  • + How can I choose the right laptop?

    When choosing your ideal laptop, there are a few things to 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. If you think you will be storing a lot of digital media on the laptop, you should ensure that the hard drive capacity is large 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 cannot be easily 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 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.

  • + Glossary terms

    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.