Delivery and Returns Policy Information
Royal Mail
For smaller items, we are able to offer delivery via the Royal Mail at a slightly lower cost. Delivery may take up to five working days. We use First Class mail services, Recorded and Special Delivery, depending on the value of your item.
Delivery charges
Unless otherwise stated on our website we do not charge for standard UK delivery by Royal Mail on items weighing less than 2KG. Where possible we offer our customers free UK delivery on all small items from both our websites. Larger heavier items will incur a postage cost on e-sunrise website orders.
Important Delivery Information
All Recorded and Special Deliveries must be signed for. If you are out when the postman arrives, then he will leave a card with a contact number for you to call. We do our best to meet the declared delivery times. However, occasionally delivery times may be affected by factors beyond our control and therefore we cannot guarantee them. Please allow extra time for deliveries to the Scottish Isles.
In the event that your item is lost in the post, please allow 15 working days before making a claim, this is to ensure sufficient time is allowed to undertake our track and trace procedure. For further information regarding tracking lost parcels, please visit the Royal Mail website.
About our couriers
Our chosen courier is UPS, one of the largest and most successful express delivery companies in the UK. With an expanding network and branches throughout the UK, UPS enables us to reach more of our customers.
UPS offers a door-to-door service and will attempt to deliver to your chosen address on two consecutive occasions before holding the consignment at a local depot for five working days awaiting your collection. The service is insured and so must be signed for at the delivery address specified on the invoice.
UPS's normal delivery hours are between 08:00 and 19:00, Monday to Friday, unless otherwise specified.
UPS Standard - Next Day Delivery
We will always endeavour to despatch your order the same day, providing we receive your order by 3.30pm and our security checks are satisfactory. Any orders received after 5pm will be despatched the following day. Orders sent by this route typically take one working day to arrive.
For parcels that are not being delivered in mainland UK or Scottish Highlands, an additional charge will be applied.
Customers inside the London Congestion Zone will be charged £1 extra on all courier delivery options to cover the congestion charge.
Unfortunately once an order has been confirmed at the end of the checkout stage no amendments to the carriage price or type can be made.
We endeavour to despatch all orders received before 3.00pm on the same day if we have the item in stock. On our Standard service, these orders will be delivered next day by our couriers, however next day delivery is not guaranteed.
Tracking your order
You can track the status of your order at any time by emailing us on info@esunrise.co.uk and we will send your your UPS tracking number.
Receiving your order
The UPS driver must get a signature before he can go so please check the packaging and contents carefully first. If any of your parcels are missing or damaged please specify this on the delivery note when you sign for the goods. Once you have done this please call one of our Customer Service Advisors on 0161 764 8111 and inform them, they will then arrange for a return and replacement to be sent. Please keep any boxes that the products are supplied in for two weeks following delivery in case you need to return the product.
If you have any problems with your delivery or goods you must notify our Customer Services Department within 7 working days of receiving your order.
Some common queries
• UPS left me a card
If you have received a card for the attempted delivery of your order, your parcel will be taken to a local UPS depot awaiting your collection. If you do not collect the parcel within 5 working days or by the time specified, the parcel will be sent back to ourselves where it will go through the normal returns procedures. We will then refund you for the value of the goods only. This process can take up to 28 days to complete.
• UPS have told me they can't find my parcel
Please call our Customer Services on 0161 794 8111 and tell us exactly what UPS have told you. We may arrange to send you out another batch of goods whilst we resolve the problem with our courier.
• I have only received part of my order, where is the rest?
If your order consists of more than one box, it is very possible that it will simply arrive in another UPS van. We would advise you to wait until the end of the day for the rest of the consignment to arrive. If you have still not received it by the end of the day, please contact your local UPS depot first. Should UPS confirm that the whole consignment has been delivered, please contact one of our Customer Service Advisors on 0161 794 8111 so we may investigate the situation for you.
To find your local depot please follow this link and enter your postcode: http://www.ups.co.uk
Delivery/Collection enquiries
If you have any queries regarding deliveries or collections please contact our Customer Services Team. You can contact Customer Services on: 0161 794 8111
UPS Price Guide
Zone 1 is for all UK Deliveries, if you require a UPS package sending abroad, please contact us on email for a price quote info@esunrise.co.uk
Weight Zone 1
1.0 kg 6.41
2.0 kg 6.41
3.0 kg 6.41
4.0 kg 6.41
5.0 kg 6.41
6.0 kg 6.41
7.0 kg 6.41
8.0 kg 6.41
9.0 kg 6.41
10.0 kg 6.41
11.0 kg 7.35
12.0 kg 7.35
13.0 kg 7.35
14.0 kg 7.35
15.0 kg 7.35
16.0 kg 8.23
17.0 kg 8.23
18.0 kg 8.23
19.0 kg 8.23
20 kg 8.23
Online- Returns Policy
Where goods are suspected faulty, customers must obtain an RMA (Returned Materials Authorisation) number before returning them. Failure to obtain an RMA number will result in all items being sent back to customers without processing.
Customers can complete the on-line RMA request on our website indicating the E-Sunrise order codes, invoice numbers and detailed fault descriptions. In order to speed up the return process, please ensure you have completed the following:
Mark your RMA number clearly on the outside of the package
Ensure the goods are securely and carefully packed. Computer components and peripherals are exceptionally fragile. Items that are not packed correctly will be rejected and your entitlement to a replacement or refund will be void. Please contact our customer services department if you require advice on how to properly pack your item.
You must include any cables, manuals, drivers and accessories that came with the product.
Please note that returned items are tested for the faults that are indicated within your fault description and for basic operation of the product. If these faults are not found, then the product will be returned to the customer and a carriage fee will be charged.
Returned items confirmed as faulty will be replaced by an identical product (or a product of similar or better specification) or credited depending on the age, condition and status of the product and the availability of an appropriate replacement.
E-Sunrise cannot be held liable for any loss of data stored on any product sent for testing. It is the customer’s responsibility to ensure that data is backed up where possible before returning the product.
Counter Returns
Returned goods can also be brought to our premises for processing where we will endeavour to resolve the problem while you wait. It is not always possible to process returns whilst you wait and in this instance you will be advised when to collect the product. The Returns Department opening times are Monday, Wednesday, Thursday and Friday 10.00am to 6.00pm.
Contacting Customer Services
Our team of customer service representatives are available between the hours of 10.00am and 6.30pm (Monday to Friday) to answer any pre or post sales queries you may have with any of the services provided. Customer services can be contacted on 0161 794 8111, or by email info@esunrise.co.uk
Change of Mind Cancellations
If you order an item by mistake or change your mind about the product you have ordered, you can cancel your purchase at any time either before or up to 7 working days following the day you receive the goods.
To do so you need to make sure you attach the original invoice or a Returns letter to your parcel when posting your item back to us, along with a brief description of why you are returning the item.
We will provide a refund if your product is complete and in "as new" condition. The product should still be sealed and unopened. If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. It must not have been used or installed. It should be returned with the original box, packaging and accessories you received with it. Mini-discs, memory cards and software must still be sealed. Any "Free Gifts" received with the product must also be returned.
Please note that after you have cancelled your order your refund may take from 14 to 21 days.
Please note that all carriage fees are non- refundable. We will minus our initial postage costs to you and any handling charges obtained by us. This could be up to 10% of the item price. If the item is open and has been used, we may be able to provide a 60% refund. This will be at our discretion and dependant on a case to case basis.
Faulty Goods
Goods Faulty on Arrival - If a fault occurs within 7 days of delivery, you have the option of an exchange or refund.
Goods Faulty in Warranty Period - If your goods develop a fault after 7 days of receipt, and provided they are within their warranty period, you are required to contact the manufacturer as soon as possible in order to correct the fault quickly, or to arrange a replacement. This does not affect your rights under the Sales of Goods Act if the goods do not conform to the contract and the manufacturer does not repair or replace the goods or offer an alternative remedy.
Faults caused by accident, neglect, misuse or normal wear and tear are not covered.
Consumable items (e.g. non-rechargeable batteries, ink cartridges etc.) are covered for 7 days from delivery.
Items purchased from the Bargain / Clearance section or sold at a special price as end of line or for other reasons that prevent them being sold as new; and are sold with a 30 day warranty only from E-Sunrise. These items may be second user, refurbished or discontinued stock.
Please note that if an item is returned and found not to be faulty, you will be charged for the postage costs to return the item to you.
To Return a Faulty Good
If you are returning a faulty good please obtain a Returns Number which can be done at this link:
http://www.esunrise.co.uk/deliveryandreturnspolicy
Then make sure you print and attach the Returns label to your parcel when posting your item back to us. Please package the item well and post to the address below.
Returns Department - E-Sunrise Distributors LTD
Unit 3, Wheatsheaf Industrial Estate
Labtec Street, Swinton
Manchester, M27 8SE
When returning a faulty good please return it with the original box, packaging (where possible) and accessories you received with it. Please include any Mini-discs, memory cards and software included. Any "Free Gifts" received with the product must also be returned.
Please note that if you return an item as faulty and it is tested as not having a fault you will be responsible for paying for return postage.
If returned items are incomplete we will not be able to process them and they will be rejected.
Package the product securely using the original packaging it was received in use your own adequate alternative.
Ensure you retain the receipt for the carriage cost as this will be required should the goods be lost or damaged in transit. In addition this will be needed if you wish to claim the carriage back from us should the goods be confirmed as faulty.
Goods Damaged in Transit
If your goods were damaged in transit, we request that you report it to us within 48 hours of receipt of the goods. If goods are visibly damaged on receipt or you are unable to check them before signing, the delivery note should be signed as "unchecked/damaged". Once the damaged goods have been collected and received back into our warehouse, we'll issue replacement goods or a full refund as requested.
Important: Please note that if you are using a free web-based email service such as Hotmail, Yahoo, Bigfoot etc, any emails sent automatically from us may arrive in your "Junk" folder, based on how you have configured your service. Please check your Junk folder regularly for any correspondence we might send.
On-Line Returns Form