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We have worked hard to ensure our site and ordering process is as quick and easy to use as possible. The following should help. If you do still have a question please e-mail info@hardcloud.com or call 0870 300 1471. How do I order? The availability of every item on Hardcloud.com is shown on the product details shown. Everything is in stock and available to buy online unless shown otherwise. Simply browse our site and select the item you wish to buy. Select the size and colour, from the drop down menu, change the quantity if you would like more than 1, and click "add to basket". You will be notified that the required item has been added to the basket. You can then click the basket to review your order and proceed to the checkout. Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent). It is quickest to order online. However, you can order over the phone at 0870 300 1471. Top of page Do you have a catalogue? Yes we produce about 6 catalogues throughout the year. Each one contains all our latest and greatest products. Click here to be added to our mailing list. Top of page Do you have a Shop? No Hardcloud is all new, we don't have a shop that we thought we'd bolt a website onto for a bit of extra cash. Top of page Can I Contact you by Phone? Yes you can always call us on 0870 300 1471. Our phone lines are open from Mon-Fri 8:30AM - 5:30PM. Top of page Will you be getting any more in? Unfortunately with the majority of our stock once an item has sold out we cannot get anymore. It is always best to buy something as soon as you see it and before we sell out. Tip - We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. Please keep checking the site to see if the item you are looking for comes back into stock. You can always e-mail us on info@hardcloud.com if you have stock questions. Top of page I need more information about a product We include as much information as possible about a product on the product page itself. If you need more detailed product information, please email info@hardcloud.com quoting the product name clearly. Top of page I saw an item in an advert but cannot find it on your site This means that the product is probably sold out. Tip - We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. Please keep checking the site to see if the item you are looking for comes back into stock. You can always e-mail us info@hardcloud.com if you have stock questions. Top of page I am interested in a particular product...can you find it for me? It is unlikely but may be possible. Please e-mail us on info@hardcloud.com and we will see what we can do. Top of page The product I ordered is now reduced. Can you refund me the difference? Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order. Top of page Can you tell me where else I can buy this product? Unfortunately we only have in depth details of our own stock and stock levels. Top of page What cards do you accept? We accept the following major Credit Cards. 
Top of page What currency do you use? We charge in UK Pound Sterling (GBP). Thus, please use a currency converter if you are using as card that is not GBP. This will advise you of the charge in your local currency. Top of page Can I pay by any other method? The quickest way to receive your order is to order online at Hardcloud.com using a credit/debit card. However, we are happy to accept cheques or postal orders please e-mail info@hardcloud.com to arrange payment other than debit or credit card. Top of page Is it safe to order online? Yes it is safe to order online. We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features: Authentification - this assures your browser that your data is being sent to the correct computer server, and that the server is secure Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server Data Integrity - this checks the data being transferred to ensure it has not been altered. When you enter the secure area of Hardcloud.com a padlock will appear at the bottom of the site. This indicates that data is being encrypted. You can click this padlock to verify the SSL certificate details. Top of page When Will I be Charged? When you reach the final billing page and press 'Submit Your Order' we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised, you will receive an e-mail within a few minutes confirming your order. When your order is dispatched the authorization will be charged to your card. Top of page Can I pick up my order from your warehouse? Unfortunately it is not possible to pick up orders from our warehouse. Top of page Do I have to pay import charges for orders outside the UK? Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Top of page Can you leave the delivery at an agreed hiding place? No, Delivery can only be made to the address supplied when placing the order and requires a signature on receipt. Top of page Can someone else sign for my delivery? Yes, anyone at the specified delivery address can sign for the goods. Top of page Do you deliver to BFPO addresses? Most orders can be delivered to BFPO addresses. However, this may not be possible for larger items and high value orders. We suggest that you e-mail info@hardcloud.com with details of the items you wish to order, we will confirm if it is possible. Delivery to BFPO addresses is only available on Standard (3-5 working day) delivery. Please note, all BFPO addresses should have a delivery country of GB. Top of page Can I track my order? You can track your orders in the account area of your site. This page displays your order history as well as the status of any open orders. Click here to visit your account section. Top of page Where is my order? Next Working Day Orders If you are expecting delivery of your order today (i.e. your order was placed before 2.00pm on the previous Working Day (Monday-Friday, except bank holidays)), please allow for delivery to take place up to 6.00pm. A courier, requiring a signature, delivers the packages and so your order will not arrive with the normal post. If a delivery has been attempted and you have received a card from the courier, please contact the courier directly to arrange another delivery or to pick up the parcel from their depot. Standard Delivery Orders Please remember to allow 3-5 working days (mon-fri) after your order is dispatched for it to arrive. If you are still having problems please e-mail info@hardcloud.com Top of page Which courier company do you use? We use Royal Mail, and Parcelforce. Normally we use Royal mail for standard (3-5) working day delivery and Parcelforce for 48 hour and next working day delivery. Top of page My email address/password is not recognised Maybe you registered with another email address? It is often the case that people forget which email address they used to register with us. You must use the exact email address and password combination with which you first registered in order to log back in to the site. Maybe you have forgotten your password? If so we can send you your password to the email address you registered with. Just fill in the box by 'Forgotten Your Password?' on the login page. If you are still having problems please e-mail info@hardcloud.com Top of page I'm having trouble with my basket We use cookies to temporarily store the contents of your basket, please make sure that you can accept cookies from us. If these problems persist please e-mail info@hardcloud.com Top of page Can I change my order? This will depend on the status of your order. Please check Order Tracking (see Can I Track My Order?) to find out the status of your order. If your order status is anything apart from "The order has been dispatched" then it may be possible to change your order. To change your order please e-mail info@hardcloud.com with your Order Number and include details of the amendment(s) required. We will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason. If your order status is "The order has been dispatched" then it will not be possible to change your order. You will need to return this order to us to change it. Please see returning an order. Top of page Can I cancel my order? Under the United Kingdom's Distance Selling Regulations you have the right to cancel your order for any item purchased from Hardcloud.com, for a full refund. Order cancellations must be made in writing, quoting your order number, within 7 days of delivery of your item(s), and can be sent by e-mail to info@hardcloud.com. Once you have cancelled your order, the goods should be returned in their original condition within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Top of page I'm not going to be in when you deliver my parcel. What will happen? The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. Top of page I need to change the delivery address of my order This will depend on the status of your order. Please check Order Tracking (see Can I Track My Order?) to find out the status of your order. If your order has not been dispatched it may be possible to amend the delivery address. To change your delivery address please e-mail info@hardcloud.com with your order number and details of the address changes. We will then reply to your e-mail to either confirm that the amendment has been processed, or to advise if it has not been possible to amend the order for any reason. If your order status is dispatched then we will not be able to change the delivery details. Top of page I forgot to use my promotion code If you email info@hardcloud.com with your Order Number and a valid promotion code, a partial refund can be issued to you for the value of the discount, before delivery charges. Please note before you contact us: Discounts apply to online orders only, and cannot be applied to previous purchases, redeemed for cash or used in conjunction with any other discounts or promotional offers. Top of page My order is a gift for someone. Can I add a message to it? Unfortunately this is not a service that we provide at this time. Top of page When will I receive my replacement? Please allow 2 working days from receipt of a return for us process an exchange. Once the exchange has been processed please allow 3-5 working days for delivery of your replacement item: Top of page Do I have to pay for return postage? If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. If the item you received is faulty or is not what you originally ordered, please e-mail info@hardcloud.com quoting your order number, your name and address, details of the product. We will then advise on how to proceed with the return. Top of page Why have you not refunded the delivery charge? Delivery charges are non-refundable unless you have received a wrong or faulty item from us. Top of page |
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