1. Orders & Accounts
? Do I need an account to place an order?
No — you can check out as a guest. Creating an account helps you track orders, store delivery details for faster checkout, and view your order history.
? Can I change or cancel my order after placing it?
We process orders quickly. If you need to cancel or correct details, email us immediately with your order number.
If the order has already been dispatched, you can still request a return in line with our Refunds & Returns Policy.
? Why can an order be cancelled or refused?
In rare cases we may cancel or refuse an order due to stock availability, pricing/description errors, payment failure,
suspected fraud, or incomplete delivery details. If this happens, we’ll contact you and refund any captured payment where applicable.
? Will I receive order confirmation and updates?
Yes. You’ll receive an order confirmation by email, and once shipped you’ll receive a dispatch email with tracking (where available).
If you don’t see emails, please check spam/junk folders.
For formal terms, see our Terms of Service.
2. Shipping & Delivery
? When do you dispatch orders?
We offer stock products ready for prompt shipping. Our typical handling time is
0–1 business day.
Orders ship from partner warehouses across Europe.
? How long does delivery take?
Estimated transit times (business days) can vary by destination:
- United Kingdom: typically 10–12 business days
- EU countries: usually 5–10 business days (depending on location)
? Which couriers do you use?
We work with trusted carriers. In many cases:
- United Kingdom: DPD
- Europe: DPD and other reliable local partners
? How much is shipping?
Key rates (unless otherwise shown at checkout):
- United Kingdom: £9.99 flat rate, and Free shipping on orders over £100.
- Austria, Belgium, Switzerland, Germany, Liechtenstein, Luxembourg: £15 flat rate.
Full details are in our Shipping Policy.
3. Returns & Refunds
? What is your return window for UK customers?
For many online purchases, UK consumers typically have the right to:
- Tell us you want to cancel within 14 days of delivery, then
- Return the item within a further 14 days after notifying us.
? What condition must items be in?
For change-of-mind returns, items should be unused/uninstalled, in original packaging, with all accessories and manuals.
If an item is returned in a condition that reduces its resale value, a deduction may apply where legally permitted.
? When will I receive my refund?
Refunds are issued to the original payment method typically within 14 days after we receive and inspect the return (or sooner where required).
Your bank may take extra time to display the refund.
? Who pays return shipping?
For change-of-mind returns, customers generally cover return shipping costs.
For confirmed faulty/damaged/incorrect items, we will cover reasonable return shipping or provide an alternative solution where appropriate.
See the full Refunds & Returns Policy.
4. Warranty & Faults
? Do products include a warranty?
Unless stated otherwise on the product page, many electronic items include a 12-month warranty against manufacturing defects from the delivery date (normal consumer use).
? My parcel arrived damaged — what should I do?
If the parcel arrives visibly damaged, note it with the courier if possible and contact us within 48 hours with photos of:
the item, the packaging (outer box), and the shipping label.
? The item doesn’t work on first use (DOA) — what next?
Contact us within 7 days of delivery with your order number and a short video/photos demonstrating the issue.
We’ll prioritise a replacement or an appropriate resolution (subject to inspection).
? How do I make a warranty claim?
Email info@electro-base.co.uk with subject “Warranty Claim” and include:
order number, product/SKU, fault description, and photos/videos (serial number may be requested).
Full coverage and exclusions are in our Warranty Policy.
5. Payments & Security
? Which payment methods do you accept?
We currently accept Visa and Mastercard (credit/debit). Other methods (bank transfer, cash on delivery, BNPL, crypto) are not supported at this time.
? Is checkout secure?
Yes. Payments are processed via a PCI DSS–compliant gateway over encrypted connections (TLS).
We do not store full card numbers or CVV. Your bank may require 3-D Secure / SCA.
? When is my card charged?
At checkout, a temporary authorisation may be placed. Payment is captured once the order is confirmed and preparing for dispatch.
If authorisation fails, the order may be held or cancelled.
For more, see our Payment Policy.
6. Products & Compatibility
? Are product photos and specifications always exact?
We aim for accuracy, but specs, packaging, and images can change without notice (manufacturer updates, regional variations).
If something is critical for your use case, contact us before ordering.
? Will the product work in my country (plug/voltage)?
Please check product details for plug type and voltage requirements. Some regions may require an adapter or converter.
Always follow manufacturer instructions and local electrical regulations.
? Do some products rely on apps/software?
Yes, some products may require third-party apps, firmware updates, or online services. Availability and privacy practices of third parties are outside our control.
7. Privacy & Cookies
? What personal information do you collect?
We collect information needed to process orders and support you (e.g., name, email, phone, billing/shipping address, order history).
We also collect limited technical data (IP, browser, pages visited) for security and analytics.
? Do you sell my data?
No. We do not sell your personal data. We share it only with trusted service providers (payments, logistics, website operations) and where required by law.
? What cookies do you use and can I control them?
We use essential cookies for site functionality (basket/checkout/security) and may use optional cookies for analytics and marketing.
You can manage preferences in our cookie banner/settings; disabling essential cookies may impact checkout.
Full details: Privacy Policy and Cookie Policy.
8. Contact
If you didn’t find your answer here, contact us and include your order number (if applicable):