Help
Ordering with us is totally safe, secure and fully guaranteed.
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 0844 415 7818.
About Hardcloud.com
What is Hardcloud.com
How do I order?
Do you have a catalogue?
Do you have a shop?
Can I contact you by phone?
Question about Delivery Charges and Destinations
How much will posting and packing cost?
How long does it take for my order to arrive?
Can I pick up my order from your warehouse?
Do I have to pay import charges?
Can you leave the delivery at an agreed hiding place?
Can someone else sign for my delivery?
Do you deliver to BFPO addresses?
I have just placed my order
Can I change my order?
Can I cancel my order?
I’m not going to be in when you deliver my parcel.
What will happen?
I need to change the delivery address of my order
I forgot to use my discount code
My order is a gift for someone. Can I add a message to it?
Technical Problems
My email address/password is not recognised
I'm having trouble with my basket
Question about a Product
Will you be getting any more in?
I need more information about the product
I saw an item in an advert and can not find it on your
site
I am interested in a particular product...can you find it
for me?
The product I ordered is now reduced. Can you refund me
the difference?
Can you tell me where else I can buy this product?
What are the terms of your Gift Vouchers?
Questions about Payment & Security
What cards do you accept?
What currency do you use?
Can I pay by any other method?
Is it safe to order online?
When will I be charged?
Tracking your order
Can I track my order?
Where is my Order?
Which courier company do you use?
I have received my order
I need to return an item(s)
When will I receive my replacement?
Do I have to pay for the return postage?
Why have you not refunded the delivery charge?
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 0844 415 7818.
Top of page
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
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.
Yes you can always call us on 0844 415 7818. Our phone lines are open from Mon-Fri
8:30AM - 5:30PM.
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.
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.
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.
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.
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.
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.
What are the terms of your Gift Vouchers?
Hardcloud Gift Vouchers and E Gift Vouchers cannot be bought or used in conjunction
with any other offer or promotional/discount code.
We accept the following major Credit Cards.
We charge in UK Pound Sterling (GBP). Thus, please use a currency converter if you are using a card that is not GBP. This will advise you of the charge in your local currency. We do offer a EU guide price but please be aware that this is a guide only. For a more specific calculation please use a currency converter
Top of pageCan 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.
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.
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.
Can I pick up my order from your warehouse?
Unfortunately it is not possible to pick up orders from our warehouse.
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.
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.
Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.
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.
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.
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
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.
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
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
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.
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.
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.
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.
I forgot to use my promotion code
Unfortunately we cannot apply a promotion code after an order has been placed.
If you do have a promotion code please ensure you apply this correctly when you
place your order. To do this enter the promotion code into the promotional code
field of the shopping basket and click submit, you will see the discount applied
to your order. You can access the shopping basket by clicking the view basket link
at the top right of hardcloud.com
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.
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:
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.
Why have you not refunded the delivery charge?
Delivery charges are non-refundable unless you have received a wrong or faulty item
from us.
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