Frequently Asked Questions

• How can I contact you?

  • We provide a number of different ways for you to get in touch. During office hours (Monday – Friday 9am until 5pm) you can phone us on 0330 124 1245. Alternatively, you can chat to us live via our website. Our website also provides a number of forms you might want to use such as request a quote or price match challenge. You can also send us a message or write to us using at the address shown on our contact us page.

• How are your prices so low?

  • At Evaris we conduct regular price checks to maintain an up to date view on our pricing in relation to our online competitors. We aim to ensure our products are always priced as keenly as possible across our entire catalogue.

    Since it’s impossible to keep tabs on everyone, we offer a Price Match Challenge . If you find a better price elsewhere, we'll do our very best to match it.

    We're not as big as some of our competitors so we have to try harder to win your business and this means offering better prices and better service levels. We’re also fortunate to have smaller overheads than some of our larger competitors and this, coupled with our buying power allows us to secure volume related discounts from our established global network of suppliers. These savings are ultimately reflected in the prices of our products.

• Where are you based?

  • Our registered and southern office is located at Churchill House, Stirling Way, Borehamwood, Herts, WD6 2HP. We also have a northern office based just outside of Manchester, close to the motorway network. Our premises are situated on a secure site and as such, we can’t cater for product inspections or order collections. We also ship orders directly from a number of additional distribution centres in the United Kingdom.

• How can I get a copy of my invoice?

  • Our invoices are produced the day after the goods are despatched so we’re unable to include a copy with your delivery. Our policy is to send all invoices electronically via email rather than printing and posting hard copies. If you haven’t received a copy of your invoice, please contact our customer service team  for assistance.

• What payment methods are available?

  • We accept payment via the following credit and debit cards:

    Visa, Visa Delta, MasterCard, Maestro, Amex, Visa Electron

    Please note that we can only currently accept payment using cards that are registered to an address in the UK or Ireland.

    If paying by card is not an option, you can pay us via bank transfer (contact us for details) and we also offer 30 day credit accounts. You can Apply for a credit account  online. We process most applications within 2 business days.

• Do you provide discounts?

  • We run regular promotions offering discounts on a wide range of products. We’ll let you know about any available discounts if you subscribe to our newsletter at the bottom of the page.

    Promotions aside, we also use software to keep tabs on our competitors pricing to ensure our products are always priced as competitively as possible. We also offer a Price Match Challenge in case you find our products cheaper elsewhere.

    If you’re looking to buy in quantity or would like us to quote you for a special project, you can also request a quote. We aim to reply to quote requests within 4 hours (during business hours) or on the next business day.

• What are your terms and conditions?

  • Our sales terms and conditions can be found  here

    Links to our other legal policies can be found in the footer at the bottom of all our website pages.

• How can I make a complaint?

  • We strive to offer an excellent level of customer service so if we’ve failed to deliver we’d like to hear about it so we can put things right.

    If you want to provide feedback about your shopping experience, our website or our level of service, please email websales@evaris.com.

• What are your opening hours?

  • Our office hours are Monday to Friday 9am – 5pm. If you contact us outside of these hours, we’ll aim to respond to your enquiry on the following business day.

• I’ve lost/forgotten my password, how can I login?

  • You can reset your password via our website. Click the ‘Account’ link on the top right hand side of the page and select Log in from the menu. Next click the ‘Forgot your password?’ link shown under the 'Already registered?' section on the right hand side of the page. You can then enter your email address and we’ll email you instructions about how to reset your password.

• How do I manage my personal or address details?

  • You can manage your personal, company and address details via the ‘My account’ section of our website. Login to your account and you’ll be able to do all of the following via the menu on the left of the page:

    • Select Account Information to view or update your name, email address, password or company details.
    • Select Address Book to view or update your default billing address or default delivery address. You can also add a new address to your stored address book by clicking the ‘Add new address’ button at the foot of the page.

• How can I view my order history?

  • Every order you place with us via our website  is stored within your online account. Login to your account and select ‘My Orders’ from the menu on the left to view your list of orders. Click the ‘View order’ link for an order to view full details for that order.

• What does HP renew mean?

  • HP Renew products are products that HP have subjected to a stringent rebuilding and restoration process returning them to 'as new' condition. Renew products are backed by the same HP warranty covering their new counterparts. 

    Want to know more? See our HP Renew page.

• Why can’t I find the product I'm looking for on your website?

  • We try to make it really easy to find products on our website. You can browse our product ranges using the drop down menus at the top of the page. Menus on the left hand side of product list pages let you drill down to a smaller range of products.

    If you know what you’re looking for, type the product name or description into the search box at the top of the page and click the search button. You’ll hopefully get a list of matching and similar products. If not, chances are we don’t have stock of the product you’re seeking. It could be that the product is brand new and has not yet come into stock. Alternatively, the product may be in constraint, obsolete or from a range or manufacturer that we just don’t stock.

    If you’re looking for a product that you believe we should stock, please use our request a quote form to see if we can help.

• How do I check if a product is in stock?

  • We display a status on stock on the product page. Most orders are fulfilled exclusively from our own warehouse but in some cases, in the interest of speed, we may ship directly from our network of suppliers.

    Our website receives frequent stock availability updates to ensure the quantities displayed are accurate, but there is always a slim possibility of discrepancies between the quantities advertised and the true quantities available. When this happens, you may end up ordering a product shown as in stock but later receive an email advising that it is in fact out of stock. In such cases, the unavailable product(s) will go onto back order and be despatched as soon as the goods are back in stock. We’ll keep you updated throughout and you’ll always have the option of amending or cancelling your order as well.

    We may still display out of stock products on our web site but you will not be able to order such products online. This is for a variety of reasons including our inability to guarantee future availability or delivery timescales for such products. If you’d like to be notified when a product comes back into stock or if you’d like us to advise on suitable alternatives please contact us to see if we can help.

• Can you advise me on the right product to buy?

  • Our team of product specialists are on hand to help you find the products or solutions you need. You can get in touch with us in a number of ways:

    • Phone us during office hours on 0330 124 1245
    • Email us with your query
    • Chat live with an advisor via our website (during office hours) 

    Our blog contains a wealth of posts, videos and other information on choosing and using our products which you may also find helpful.

• What warranty do you provide?

  • All products sold at Evaris are covered by a warranty. New products are covered by a manufacturer warranty whereas the cover provided for other stock conditions may be provided by us or a third party. To find warranty information for a product, click the specifications tab on the product detail page and look for the warranty information displayed on the page.

    We can offer upgraded warranty cover for some products. For example, a server may come with a 3 year next business day warranty as standard which can be upgraded to provide a 4 hour response time. When such products are available, we’ll usually display them as optional extras on the main product page. You can also find warranties via the site search field or via the Software drop down menu at the top of the page (click on Service & Support).

• Why do some products have missing images or information?

  • Because we offer thousands of products online, we work with a third party specialist who provides us the product descriptions, specifications and images for our product range. Doing so helps ensure we show the most accurate and up to date product information as possible at all times. Inevitably, as with all systems, there is always a small number of products where the data is either missing or incorrect. We check our product data regularly to spot such problems but would appreciate your feedback if you find a product that needs updating.

    You can also cross reference our displayed product information with that supplied on the manufacturer’s UK official website.

• Products & pricing

  • At Evaris we carry out daily price checks to maintain an up to date view on our pricing in relation to our online competitors. As well as monitoring, our website reacts to fluctuating prices automatically to ensure our products are always priced as keenly as possible across our entire catalogue.

    Since it’s impossible to keep tabs on everyone, we offer a price match challenge. If you find a better price elsewhere, we'll do our very best to match it.

• What do your stock conditions mean?

  • As well as new products, we also sell open box, refurbished & HP Renew products. All of our products are backed by a warranty.

    Open box products are brand new, unused items for which the outer packaging has either been opened or damaged. Open box products are covered by the full manufacturer warranty.

    Products we classify as refurbished have been checked and tested to ensure they are fit for sale and come from a variety of sources.

    Refurbished products might include:

    • Brand new products that we can’t sell as ‘new’ because the packaging has been been lost or replaced.
    • Products returned to us that have been tested and deemed fit for resale.
    • Hardware components our engineers have retrieved from system builds (e.g. server parts). 

    HP Renew products have been remanufactured to the same standard as new HP products and are backed by the original HP warranty. In other words, there is no difference between the warranty offered for a new HP product and the equivalent HP Renew product.

    Read more about Hewlett Packard Renew products.

• What does pixel tolerance mean?

  • The term pixel is short for ‘picture element’. A pixel is the smallest single component of a digital image on the screen of a display device. The picture on a monitor, LCD, plasma or laptop screen is made up of a grid of thousands of pixels that together make up the complete image. Each pixel can only be set to one specific colour at any given time.

    Because of their production methods and the sheer number of pixels involved, there is always a chance that a display screen will contain or encounter a defective pixel at some point during its use. A defective pixel is one which is not performing as expected. This includes dead pixels which don’t show any light and stuck pixels which always shows one colour when the device is active. That said, because each pixel is so small, such faults are usually barely noticeable.

    When it comes to defective pixels, return policies from manufacturers differ based on the number of bad pixels and their location on the screen. A product will only be deemed faulty by its manufacturer if the number and location of the defective pixels contravenes their stated guidelines. This is what’s known as their pixel tolerance level.

    If you’re considering purchasing a product which includes a display please be aware of the possibility of pixel failure. We can only accept returns for such products if the number and location of the defective pixels exceeds the manufacturer’s stated tolerance level.

• What does OEM mean?

  • OEM stands for Original Equipment Manufacturer. An original equipment manufacturer, or OEM, manufactures products or components that are purchased by a company and retailed under that purchasing company's brand name. OEM refers to the company that originally manufactured the product.

    The OEM products Evaris sells are typically hardware components and peripherals such as hard drives, cables or mice. Such products are aimed at system builders looking to build or upgrade existing servers or other computer systems.

    OEM products are usually cheaper than their branded equivalents because you usually won’t get all the box contents you’d get with the premium product (such as user manuals or drivers). The product may also be supplied in a plain box rather than a branded, retail pack.

    In some cases we may refer to OEM products as ‘generic’ products.

• Why did I not receive a cable or power adapter?

  • We stock a diverse range of products and feedback we’ve received suggests that there is sometimes an expectation that the manufacturer should include cables or adapters that are not supplied as standard. We’ve picked out a few common examples to illustrate this.

    Some of the products we source are of European specification which means they are intended for sale across the EU. Such products don’t always ship with a power cable because it is impractical to include a cable catering for every different European country.

    Printer manufacturers don’t typically include a cable to connect the printer to a computer.

    Monitors usually ship with both power and VGA cables but other cables such as HDMI cables aren’t normally included.

    You can sometimes find out what’s included in the box by clicking the specification tab on the product page. If the information isn’t available there, you might find it on the manufacturer’s web site instead. Alternatively you can contact us to see if we can help.

• Is your stock grey or sourced outside of approved channels?

  • Categorically no! All our  stock is ethically sourced within the EU and backed by warranty. Hewlett Packard products sold as new are retail sealed units covered by the full manufacturer warranty. For added peace of mind, we can supply serial numbers up front which you can validate online to confirm warranty cover ahead of purchase.

• How do I arrange a return?

  • At Evaris, we want you to be completely satisfied every time you shop with us. Our aim is to offer you good value and excellent service at all times, but we appreciate that there may be occasions when you need to return items to us. You should be aware that our returns policy sets out the full terms relating to returns but here’s a summary the key points:

    • If we supply you with faulty or incomplete goods, you can request a return within 30 days of the delivery date. We often get products returned as faulty that work perfectly when tested though, so, if you suspect a fault, please try to establish whether or not the goods are definitely faulty. It may well be that the item works perfectly well but is not compatible with your system due to a configuration or set up problem. If you are unsure about any of this, please send us a product enquiry and our technicians will try to assist.
    • If you receive an incorrect delivery (whether too many, too few or wrong products) you must notify us within 48 hours of the delivery.
    • If your goods develop a fault during usage, we’ll refer you to the manufacturer for a warranty repair or replacement in most cases. The vast majority of the products we sell are covered by a manufacturer warranty and dealing with them directly is the fastest, most efficient way to get the fault addressed.
    • The return of goods no longer covered by warranty or undamaged goods that have been correctly supplied by us in accordance with your order will not normally be accepted.
    • The return of any products, whether correctly or incorrectly supplied, or whether faulty or damaged, may only be made with our prior authorisation. Any attempts to return products to us without a valid authorisation will be rejected.

    
    

    Requesting a return

    You can request a return online by submitting our returns form. Please include the following information in your email:

    • Your order or invoice number
    • Your name and company name 
    • A contact number we can reach you on
    • Which product(s) or part(s) the request relates to
    • What condition the product(s) are in (e.g. do you still have the original packaging? Has it been opened?)

     Once we’ve processed and approved your request, we’ll contact you to issue a Returns Materials Authorisation (RMA) number, usually within 2-3 business days of receipt of your request.

    Once you’ve been issued with an RMA number, you can arrange for the goods to be returned to us. RMA numbers will only remain active for 14 days from the date of issue so you must ensure your goods are sent back before the expiry date. We can’t accept responsibility for goods damaged in transit so please ensure that:

    • The item(s) are properly packaged. If possible, use the original packaging but otherwise ensure that the products are wrapped securely (e.g. using filling material such as foam or jiffy bag materials) to avoid movement or damage in transit. Items not packaged with a reasonable amount of care will be rejected.
    • No labels, stickers or any parts have been removed.
    • The goods have not been defaced, altered, manhandled or subjected to any other form of intentional or careless damage.
    • All supplied contents, inner packaging, manuals, documentation and accessories are included.
    • No writing or markings are made on the original packaging as this may affect our ability to accept the goods back. 

    
    

    What happens next?

    Goods are inspected by us on arrival and, if appropriate, tested. In most cases, a replacement item will be shipped. We reserve the right to decide whether to issue replacement goods or a credit/refund. Evaris will only meet shipping costs for returns in the case of an error on our part or in cases where the goods are faulty, sold incorrectly or are not suitable for the purpose for which they are intended. We may charge a restocking fee if the goods returned:

    • Were ordered in error by you
    • Were found to be in good working order following testing but are no longer required
    • Were damaged, defaced or supplied back in a condition affecting our ability to put the products back on sale

• There’s a problem with the goods you’ve sent me.

  • If there is a problem with your received order let us know by emailing us at returns@evaris.com.

    We’ve broken down the most common types of product problems our customers have experienced in the list below.

    Damaged products

    If you notice that your goods are damaged when you take receipt of your order, please add the word ‘DAMAGED’ when providing a signature to the courier driver. Doing so both documents the fact that the goods were delivered in substandard condition and enables us to investigate matters further with our courier. We’ll normally replace damaged goods once we’ve received them back in our warehouse. If we can’t replace the goods, we’ll issue a refund instead.

    Missing parts

    If you need to check whether there are parts missing from a product you’ve received you can try checking the description on our product page or the manufacturer's website to see what should be included.

    If you need to contact us about missing parts please request a return within 7 days of receipt of the goods. As well as listing the product’s name and missing items, please also check to see if there’s a serial number printed on the product or its packaging and let us have this number too. This information will help us investigate the matter more efficiently.

    Wrong items received

    If you’ve received the wrong items, it could be due to a picking error in the warehouse or a delivery mix up with our courier. It would help us if you can provide the following information when contacting us:

    • The order number on the delivery note accompanying the goods
    • The courier consignment number on the delivery note accompanying the goods
    • Details of the incorrect products you received (names, part numbers & quantities) 

    We’ll normally arrange for the incorrect items to be collected and the right products to be despatched.

    Faulty products

    If your goods are faulty on arrival, you’re entitled to a replacement, repair or a refund. We’ll normally replace the goods or refund you as repairs are not always practical, typically cost more and take longer to action.

    If your goods develop a fault during usage, we’ll refer you to the manufacturer for a warranty repair or replacement in most cases. The vast majority of the products we sell are covered by a manufacturer warranty and dealing with them directly is the fastest, most convenient way to get the fault addressed. There are several reasons for this including the following:

    • We don’t have on site repair facilities and in many cases we aren’t authorised to carry out repairs on behalf of the manufacturer. Faulty products sent to us must therefore be sent back to the manufacturer making us a redundant intermediary.
    • Some manufacturers offer onsite repair facilities meaning you don’t need to bother repacking the goods and arranging a collection. One phone call is all it takes to get things sorted.

• Why have I received a credit instead of a replacement item?

  • If you’ve returned a product to us and requested a replacement item as your desired remedy, we’ll automatically generate a new invoice when we ship your replacement items. As such, we raise a credit note against the original invoice to ensure you’re only charged once for your order.

    If we’re unable to provide a replacement, we’ll issue a credit instead and notify you accordingly. If you paid via credit or debit card, the funds will be issued back to the card used. If you paid on account, we’ll credit the funds back to your account.

• Why have you charged me a surcharge?

  • In accordance with our returns policy there are a number of instances when we’ll notify you about a surcharge relating to your return request. These include the following:

    • The goods you’ve sent back are no longer in the condition they were originally supplied in and have incurred wear and tear or damage.
    • You ordered goods in error and would therefore like to return them.
    • We tested your returned goods, no faults were found and you requested a refund/credit. In such cases we may charge a re-stocking fee for the goods if we can no longer sell them as new products. 

    We’ll always notify you in advance of a charge explaining the reasons for the fee. The amount charged is based on a number of factors including the amount of labour/administration involved and the condition of the product and its packaging.

• How long will my return take?

  • While there is no set answer to this question, we can provide some indicative guidelines.

    • We aim to respond to all return requests within one business day.
    • If we accept the return of a product covered by a manufacturer warranty, it can take up to 6 weeks for your return to be processed. This is due to the fact that because we’re not able to carry out on site repairs, we must send the product back to the manufacturer and await its repair or replacement prior to returning the goods to you. For this reason we always advise you to contact the manufacturer directly as your first port of call.
    • We aim to complete the processing of other types of return requests with two weeks of the original request.

• Why can’t I have a refund/credit or replacement for my return?

  • In some cases, we may not be able to offer you the remedy you requested when making a returns request.

    Refunds or credits will only be offered in the following circumstances:

    • The products you ordered were lost or damaged in transit and you don’t want the goods to be replaced.
    • We shipped you incomplete or incorrect items.
    • The products arrived in faulty condition. 

    If your order was lost or damaged in transit, you must let us know with 2 business days. In all other cases, you must contact us within 30 days detailing the problem. Note that if the products are not returned in the same condition they arrived in, we may only issue a partial refund or credit. For more details please see our returns policy

    Replacement products are only possible if:

    • There is replacement stock available (the product may be in constraint or obsolete)
    • The product you’ve asked us to replace was tested and found to be faulty. If not, we’ll offer to return the product to you or offer a refund minus a restocking fee. 

    Please note that return requests will not be accepted from customers whose accounts have been suspended for any reason.

• Can I return goods to you myself?

  • Yes, in fact we find this is often the most convenient option for our customers, especially those with their own courier account. When returning any goods please ensure:

    • The goods have not been defaced, altered, manhandled or subjected to any other form of intentional or careless damage.
    • No labels, stickers or any parts have been removed.
    • All supplied contents, inner packaging, manuals, documentation and accessories are included.
    • The items are properly packaged. If possible, use the original packaging but otherwise ensure that the products are wrapped securely (e.g. using filling material such as foam or jiffy bag materials) to avoid movement/damage in transit. Items not packaged with a reasonable amount of care will be rejected.
    • No writing or markings are made on the manufacturer packaging as this may affect our ability to accept the goods back.
    • The manufacturer packaging is protected by an outer cover or packaging.
    • Any labels are attached to the outer packaging, not the manufacturer packaging.
    • The RMA label is clearly visible on a label on the outer packaging. 

    If you’d prefer, we can provide instructions on arranging a collection using our own couriers. You can let us know this when you submit your returns request online (via the comments section) or contact our returns team if you’ve already submitted your request.

• When can I expect a replacement or refund?

  • We’ll always deal with your return as quickly as possible and unless we’re sending your product back to the manufacturer for repair or replacement, we aim to complete processing of your return within 2 weeks. Here are some indicative timescales relating to replacements and refunds.

    Goods received are incorrect, damaged or faulty on arrival – We’ll typically issue a refund or credit or despatch replacement goods (as per the action requested) within 5 business days of receipt of the faulty goods back in our warehouse.

    Goods become faulty during use – We’ll refer you to the manufacturer if the goods are covered by a manufacturer warranty. If the fault develops within 30 days of your receipt of the goods, they may ask you to return the goods to us. In such cases, we’ll most likely need to relay the goods on to the manufacturer for testing, repair and/or replacement before accepting them back and shipping them on to you. The whole process can take up to 6 weeks which is why as far as possible we advise you cut out the middleman and deal with the manufacturer directly.

    Goods are no longer required – If you no longer want the products or perhaps you ordered them in error we won’t normally be able to offer a return (see our returns policy ). Please contact our returns team if you’d like to discuss this further.

    Please bear in mind that we may need to test returned products before a replacement or refund can be arranged. This normally takes between 1 and 3 days but may take longer during busy periods. Please note that if we issue a refund back to your credit or debit card it can take several days before the funds are showing back in your account. This delay is due to the speed at which the banking systems process your transaction and is entirely outside our control.

• Why do I need to arrange my own collection?

  • We ask you to speak directly to the courier (whether you use your own or ours) to arrange a collection simply because it’s the most efficient way to ensure the goods are collected from a location and at a time that suits you best. If circumstances change and you later need to reschedule, it’s less effective if you have to contact us first, particularly if it’s a last minute change.

    If your products are to be collected by our courier, we will send you labels to affix on the outer packaging ahead of the collection. The process is very quick and simple - once the goods are packaged (see our guidelines on preparing goods for collection below) and you’ve booked a collection slot, there’s nothing else to do.

• Nobody has been to collect my returning goods.

  • If you’ve arranged a courier collection and the driver has failed to arrive within the time slot agreed on the designated collection day, please contact the courier company directly in the first instance. It may be that the driver is running late (perhaps due to traffic conditions) or is having difficulty finding your address. Very rarely a collection may fail for other unforeseen reasons. In such cases, the courier will arrange a new date and time to collect the items instead.

• Expiry dates on authorised returns

  • Once issued, an RMA (returns) number remains valid for 14 days. In order to avoid delays processing your return, we must receive your returned goods back within this timeframe. Once an RMA number has expired, you’ll need to submit a new returns request if you’re still in possession of goods that need to be returned.

    We place expiry dates on our return authorisations due to the tight deadlines imposed by our couriers and suppliers. For example, if the goods we sent you arrive in a damaged condition, we must notify our couriers as such within 48 hours in order to claim compensation. Similarly, we have up to 30 days to return products we purchase to fulfil your order back to our suppliers. For these reasons, a speedy turnaround is essential when processing your returns request.

• Can I obtain the data back from a product I’ve returned to you?

  • It is your responsibility to ensure that any data or other information stored on returning goods is backed up prior to the goods being sent back to us. As per our sales terms and conditions, we accept no liability for the corruption or loss of any data or other information stored or held on such Goods howsoever caused once they are in our possession.

    If you’ve accidentally sent us back a product containing such data, please let us know as soon as possible and we’ll try to help.

• What do your stock conditions mean?

  • As well as new products, we also sell open box, refurbished & HP Renew products. All of our products are backed by a warranty.

    Open box products are brand new, unused items for which the outer packaging has either been opened or damaged. Open box products are covered by the full manufacturer warranty.

    Products we classify as refurbished have been checked and tested to ensure they are fit for sale and come from a variety of sources.

    Refurbished products might include:

    • Brand new products that we can’t sell as ‘new’ because the packaging has been lost or replaced.
    • Products returned to us that have been tested and deemed fit for resale.
    • Hardware components our engineers have retrieved from system builds (e.g. server parts). 

    HP Renew products have been remanufactured to the same standard as new HP products and are backed by the original HP warranty. In other words, there is no difference between the warranty offered for a new HP product and the equivalent HP Renew product.

    Read more about Hewlett Packard Renew products.

• Guidelines for packaging returning goods

  • We’ve provided the following guidelines to ensure the safe and complete arrival of goods returned to us. Please refer to this checklist when packing your returning products to ensure we can process your return swiftly and to your satisfaction.

    • Make sure all item(s) are properly packaged as we can’t accept responsibility for items damaged in transit. If possible, use the original packaging but otherwise ensure that the products are wrapped securely to avoid movement or damage (e.g. using filling material such as foam or jiffy bag materials). Items not packaged with a reasonable amount of care will be rejected.
    • Ensure no labels, stickers or any parts have been removed.
    • The goods must not been defaced, altered, manhandled or subjected to any other form of intentional or careless damage.
    • All supplied contents, inner packaging, manuals, documentation and accessories must be included.
    • Avoid writing or marking the original packaging as this may affect our ability to accept the goods back or issue a full refund/credit.

• What is the time limit for notification of claims?

  • If you need to contact us regarding a problem with your order, there are some important deadlines you should be aware of. These are as follows:

    Goods that arrive in damaged condition – Please notify us within 2 business days of receipt of the goods as this enables us to lodge a claim for compensation with the couriers responsible. If you notice that your goods are damaged when you take receipt of your order, please add the word ‘DAMAGED’ when providing a signature to the courier driver. Doing so both documents the fact that the goods were delivered in substandard condition and enables us to investigate matters further with our courier. We’ll normally replace damaged goods once we’ve received them back in our warehouse. If we can’t replace the goods, we’ll issue a refund instead.

    Goods that arrive in faulty condition - If a product you’ve just received proves to be faulty, please let us know within 7 days. We have a small window of opportunity to return faulty goods to our suppliers for a speedy replacement. Outside of this window, the goods will have to go back to the manufacturer instead – a process that can take up to 6 weeks.

    Incorrect goods – If the products you receive are not the products you ordered please let us know within 2 business days as this may be due to the courier misrouting your delivery and we are required to report such incidents within a short space of time.

    Incomplete goods – If items are missing from the product(s) you’ve received please let us know within 7 days. This gives us sufficient time to arrange for the goods to be returned, investigate the reason for the missing items and if necessary, arrange for the supply of a replacement product.

    In general, please try to report all problems as soon as possible to ensure the required course of action is available to us.

    If you have a problem with a product you’ve received, please contact our customer service team in the first instance by emailing websales@evaris.com

• Do you provide advance replacements?

  • We may offer to replace your product prior to you returning it to us. Please note that this service is only available to credit account holders and is only offered under certain circumstances at our discretion.

    If we offer an advance replacement, we’ll invoice you for the replacement item. A full or partial credit for the original item will be issued once the goods have arrived back with us and have been inspected or tested (as appropriate).

• How can I check the status of my order?

  • Your order will pass through a number of processing stages as we approve, pick, pack and despatch your ordered items. You will receive an email notification once you’ve placed your order with us confirming the order details. A second email is sent once the order has been despatched which contains a link allowing you to track delivery of your items. If we encounter problems processing your order (we might need additional information for our security checks or we may need to advise that an item is out of stock) we will send additional emails advising you accordingly.

    You can check the current status of any order by logging in to your account. Your latest orders and their statuses are displayed on the My Account dashboard. If you need to check additional orders, click My Orders in the left hand menu to view a list of all your orders. You can then click 'view order' to see a full history of status changes and communications relating to that order.

    Here’s a list of the possible statuses for an order:

    Pending – The default status applied to all new orders. A pending order has yet to pass through our security checks and be approved for processing.

    Processing – The order has been approved and is currently in the process of being picked and packed ready for despatch.

    Shipped – The order has been collected by our courier and is either currently in transit to you or has been delivered. You will have received a shipping confirmation email containing a link allowing you to track the delivery via the courier’s website. You can also track your order by logging in to your account. Click My Orders in the left hand menu and then the ‘track order’ link shown alongside the order in the orders list.

    Complete – The final status for a fully processed order. The order has been shipped and invoiced. A copy of your invoice will be sent to you via email.

    On hold – There is a problem with the personal, address or payment information supplied during checkout that prevents us from processing your order. We’ll have sent you an email asking you to contact us to address the problem so we can process your order.

    Cancelled - The order has been cancelled by you or by our team. We would cancel an order for any of the following reasons:

    • You asked us to cancel the order
    • You paid by credit or debit card and your card issuer declined the transaction
    • Your order failed our security checks
    • We are unable to fulfil your order for another reason and have therefore had to cancel it

    If we cancel an order, we’ll send an order cancellation email to the address you provided during checkout to notify you. If you still want to make a purchase, please check your details before placing a new order.

• Has my order been shipped?

  • We’ll automatically email you a shipping confirmation email as soon as we despatch your order. This email will contain a link allowing you to track the delivery on our courier’s website. You can also log into your account to view the status of all your orders. Once you’ve logged in, click on My Orders in the left hand menu to view your order list. The order status is shown for each order in the list allowing you to check which orders have been shipped at a glance.

• When do you take payment for my order?

  • If you pay via a credit or debit card, we’ll preauthorise your card once you submit your card details during checkout. This involves us checking with your card provider that there are funds available to cover the order and us instructing them to allocate those funds towards your order. We only take payment once the goods have been despatched from our (or our supplier’s) warehouse.

    If we’re only able to ship part of your order, we’ll take payment for the entire order the first time we despatch goods. This is due to a limitation with our finance systems which prevents us charging you on multiple occasions for a single order.

    If you have a credit account with us and elect to pay via your account, we’ll invoice you each time goods are despatched and you’ll then have the number of days stipulated on your invoice to settle your account.

• How do I cancel or amend my order?

  • You can cancel your order at any time before it has been shipped. Once it has been despatched, you’ll need to request a return if you no longer want the items ordered. To cancel your order, please call us on 0330 124 1245 or email us at customerservice@evaris.com. 

    If you need to amend your order, we can normally action this for you up until the point at which the order has been shipped. You’ll need to contact us for such a request as we don’t currently have the facility to allow you to amend the order yourself.

    Cancelled orders & refunds

    In the event of a cancellation, if you paid by credit or debit card, we’ll normally issue a refund back to the card within 2 business days of the cancellation. Please note that due to the time it takes your card provider to process refunds, you may not see the funds back in your account for several days after your cancellation was actioned. Cancelled orders that were settled via credit account will be issued with a credit note.

    Payment differences for amended orders

    If we amend your order by substituting products or changing quantities there may be a payment difference between the amended and original order. If we need to charge you for the difference and you paid by credit or debit card, we’ll need to contact you to obtain your card details as we don’t store these for security reasons. If you paid via your credit account, we’ll simply amend your invoice accordingly.

    If we need to refund you for the difference, we’ll issue the refund back to your card (if you paid via credit or debit card) or update the invoice accordingly (for credit account purchases). Please note that due to the time it takes your card provider to process refunds, you may not see the funds back in your account for several days after your cancellation was actioned.

• Why has only part of my order arrived?

  • If your order contains more than one item, there is a small possibility that one or more of the items ordered may be out of stock. This can happen because the stock levels displayed on our website are not live stock levels. We update them frequently but we can’t display real time stock levels because up to the minute stock information isn't available for the full range of products we sell online.

    When this happens:

    • We’ll notify you by email about the products that are out of stock
    • We’ll email you to advise which products have been shipped
    • We’ll attempt to source the out of stock items from our network of suppliers

    Often, the outstanding products can be sourced quickly and will be despatched within a couple of days but if not, we’ll contact you to offer suitable alternatives or to cancel the unavailable items from your order.

    Because our stock range is stored in a number of geographical locations, to expedite shipping, we may sometimes choose to ship orders via multiple deliveries (or consignments) rather than first consolidating the order. As with all deliveries, you will always be notified in advance via email so you’ll be able to contact us if there’s a problem. Often, we’ll arrange to do this at your request (e.g. you order several products but need one of them urgently).

• The product I ordered recently is now cheaper, what are my options?

  • Our mission is to ensure our prices remain as competitive as possible at all times. The volume of products we sell means it's impractical for us to monitor our prices manually so we use a number of tools to continuously check the marketplace and update our prices accordingly. As a result, it’s not uncommon for our prices to change frequently, sometimes more than once a day, as we respond to changes made by our competitors.

    Unfortunately, once we’ve shipped your order we will be unable to issue any retrospective refunds as the prices we advertise represent our best offer at the time your order is placed.

    However, if you find a product you’ve recently ordered has dropped in price and the order has not yet been shipped, you can contact us to discuss your order prior to despatch.

• There’s a problem with the products I’ve received.

  • Despite our best efforts, we recognise that there are times when mistakes can be made or things go wrong resulting in you receiving incorrect, incomplete, damaged or faulty goods. Such problems are rare but if this has happened to you, we apologise, and we’ll do our best to put things right as quickly and efficiently as possible.

    If there is a problem with your received order please contact us to let us know.

    We’ve broken down the common types of product problems our customers have experienced in the list below.

    Damaged products

    If you notice that your goods are damaged when you take receipt of your order, please add the word ‘DAMAGED’ when providing a signature to the courier driver. Doing so both documents the fact that the goods were delivered in substandard condition and enables us to investigate matters further with our courier. We’ll normally replace damaged goods once we’ve received them back in our warehouse. If we can’t replace the goods, we’ll issue a refund instead.

    Missing parts

    If you need to check whether there are parts missing from a product you’ve received you can try checking the description on our product page or the manufacturer's website to see what should be included.

    If you need to contact us about missing parts please request a return within 7 days of receipt of the goods. As well as listing the product’s name and missing items, please also check to see if there’s a serial number printed on the product or its packaging and let us have this number too. This information will help us investigate the matter more efficiently.

    Wrong items received

    If you’ve received the wrong items, it could be due to a picking error in the warehouse or a delivery mix up with our courier. It would help us if you can provide the following information when contacting us:

    • The order number on the delivery note accompanying the goods
    • The courier consignment number on the delivery note accompanying the goods
    • Details of the incorrect products you received (names, part numbers & quantities)

    We’ll normally arrange for the incorrect items to be collected and the right products to be despatched.

    Faulty products

    If your goods are faulty on arrival, you’re entitled to a replacement, repair or a refund. We’ll normally replace the goods or refund you as repairs are not always practical, typically cost more and take longer to action.

    If your goods develop a fault during usage, we’ll refer you to the manufacturer for a warranty repair or replacement in most cases. The vast majority of the products we sell are covered by a manufacturer warranty and dealing with them directly is the fastest, most convenient way to get the fault addressed. There are several reasons for this including the following:

    • We don’t have on site repair facilities and in many cases we aren’t authorised to carry out repairs on behalf of the manufacturer. Faulty products sent to us must therefore be sent back to the manufacturer making us a redundant intermediary.
    • Some manufacturers offer onsite repair facilities meaning you don’t need to bother repacking the goods and arranging a collection. One phone call is all it takes to get things sorted.

• What happens if nobody is available to take receipt of the goods?

  • Our couriers are required to obtain a signature at the point of delivery. They are not permitted to leave goods without a signature (e.g. in a safe place). As far as possible, you should ensure someone will be available to take delivery of the goods before placing an order with us. If nobody is available to sign for the delivery, the courier usually leaves a card to advise that delivery has been attempted.

• I’ve received a shipping confirmation email but not had the goods delivered

  • The couriers we use typically deliver on the next business day following collection although it can take longer for outlying areas or in severe weather conditions.

    The delivery companies we use are established companies with excellent track records and good levels of service. On rare occasions though, packages can get lost or misrouted adding to the usual delivery timescales. If you want to chase up a delivery, contact our customer service team who'll be happy to help.

• When I placed my order it stated the goods were in stock but it still hasn’t shipped. Why?

  • There are several reasons why an order you’ve placed hasn’t shipped. These include the following:

    • Your order includes products held in a number of different warehouses. In such cases, we normally consolidate the order prior to shipping so that you only have to be available to receive a single delivery. Consolidating an order usually adds one business day to the delivery timescale.
    • If your order contains configurable products (e.g. server builds) our engineers will need sufficient time to build and configure the hardware. This can add 1 – 2 business days to the delivery timescale, depending on when the order was processed and our existing workload.
    • If there is a problem with the order details you supplied during checkout, we’ll normally need to get further information from you in order to process your order. In such cases we’ll contact you via email and are unable to process your order until we’ve resolved the problem.

    We’ll notify you via email as soon as your order has been shipped. Most orders placed before 17:00 are shipped on the following business day.

• Can I collect my order from your premises?

  • Unfortunately customer collections from our premises are not possible for several reasons.

    • Our distribution centre is located at a site not open to external visitors for security reasons.
    • Some of the products we sell are shipped directly from third party distributors rather than our own warehouse.

    We recognise that it can be helpful to view a physical product prior to purchase and with that in mind we’ve tried to provide a number of product photos on our website showing the product from multiple angles. We’re constantly adding product videos to our product pages and our blog contains a wealth of product related information that can also help you with your buying decision.

• Can I pay with a non UK credit or debit card?

  • We cannot currently accept payment by credit or debit cards which are registered to an address outside of the United Kingdom & Ireland.

    If you’d like to place an order with us but don’t have a UK registered card, you can apply for a credit account instead or contact us to discuss alternative methods of payment we can process manually.

• Which delivery companies do you use?

  • Together with our suppliers, we work with a number of leading courier companies to provide a range of delivery services. Our primary couriers are currently UPS, Palletways and TNT although we’re constantly evaluating our supplier relationships in a bid to provide the most competitive and efficient service possible.

    Our systems automatically assigns a courier to fulfil an order based on factors including the type of goods, delivery address, delivery service and the holding location of the goods being delivered. .

    We cannot normally override the courier selected for orders placed via our website. If you have a preferred courier you’d like us to use, it’s best you contact us to process your order.

• What delivery services do you offer?

  • We currently only provide our standard delivery service for orders placed online. Typically orders despatched via our standard delivery service are delivered the next business day although this timescale is not guaranteed.

    We can often provide additional delivery services such as timed or Saturday deliveries but because these are only available under certain circumstances, we must arrange them manually.

    If you want to book a non-standard delivery for an order you can place the order online and contact us requesting the upgrade. We’ll come back to you to advise if the requested service is available. Note that there will be a surcharge payable for non-standard delivery services.

• Can you deliver my order to multiple addresses?

  • If you'd like to have items sent to separate UK addresses, you’ll need to place a separate order for each address you want to ship to.

• Do you ship to PO box addresses?

  • We are unable to deliver to PO box addresses or residential addresses. We are only able to deliver to recognised business addresses.

• Why have I received a non UK product?

  • We source our products from a wide variety of suppliers across the globe. Some of our products are categorised as ‘European specification’ which means they are intended for use across Europe. If you receive a European product you might find:

    • It contains manuals and other documentation written in another language
    • It has a different layout or configuration to its UK counterpart (for example a European keyboard features different characters and a different layout)
    • It is supplied with a non UK power adapter

    You can check the specification for all our products by clicking the specification tab on the product page.

    Some of our suppliers distribute products to wider markets and we have had instances when we’ve received products not suitable for sale within the UK accidentally (this is extremely rare). If you’ve received such a product, please accept our apologies for this error. We’ll arrange to collect the item and replace it at our expense. Please contact us to initiate this process.

• Do you take orders from the general public?

  • Our website is designed for business and public sector organisations. We require company details to be entered during our checkout process. Unfortunately we are not able to supply individuals buying for personal use.

• Can I order over the telephone?

  • Yes, our customer service team are here to assist you select and order any of our products and services over the phone during office hours. Please note that we will still need to capture the same information requested on our website during checkout as we use the same order processing systems for both online and offline orders.

    If you’d like to contact us by phone, please call us on 0330 124 1245. Our opening hours are Monday to Friday 9am – 5pm.

• Do you deliver outside of the UK?

  • Our website will currently only let you enter a UK shipping address when placing an order. This is partly due to the fact that we can only currently accept payment via UK registered credit or debit cards. Our operating procedures also preclude delivery to certain countries for legal or insurance reasons.

    If you’d like to place an order for delivery outside of the UK please contact us as we may still be able to assist but your order must be processed manually offline.

• I need help with the products I’ve ordered.

  • There are a number of ways to get help with our products:

    • Check the support section of the manufacturer’s website as this is usually where you’ll find the most comprehensive information relating to the product and its usage. Many manufacturers also provide sophisticated support tools and communities or blogs that will allow you to find the answer to your question or problem quickly. If you prefer to speak to someone, most manufacturers provide contact details as well.
    • We’ve tried to provide as much information about our products on our website. On the product page you’ll find detailed images, descriptions, specifications and similar information. Our blog contains articles, 'how to' guides and videos showing our products in use.
    • We have a small team of technicians who may be able to assist. You can either:
    • Use our live chat via our website (during office hours).
    • contact us with your enquiry. We’ll aim to respond within 1 business day.

• What is your order cut off time?

  • Orders placed before 17:00 on a week day are normally despatched that day and delivered on the following business day providing:

    • The items ordered are in stock
    • Your order clears our security checks
    • Your address in not in an outlying area (see our delivery information page)
    • The products you’ve ordered don’t require assembly, configuration

    Please note that unless you’ve opted to pay for a premium delivery service, our delivery timescales are not guaranteed.

• What should I do if I receive an ‘order on hold’ email?

  • At Evaris we take your security when shopping online very seriously. We conduct a number of checks to ensure that orders paid for with your credit or debit card are genuine and that your card is not being used illegally.

    When we come to authorise your card, we carry out detailed checks to confirm the details you supplied during checkout match those held by your card provider. If we have a problem with these checks, we’ll email you to let you know and advise on the next steps to get the order back on track.

    If we don’t hear back from you within 3 business days regarding the order, it will automatically be cancelled and you’ll need to place a fresh order via our website. We’d recommend you first check your details are correct and consistent with those held by your card issuer to avoid a recurrence of the problem.

• Why is there no invoice with my order?

  • Our invoices are produced the day after the goods are despatched so we’re unable to include a copy with your delivery. Our policy is to send all invoices electronically via email rather than printing and posting hard copies. If you haven’t received a copy of your invoice, please contact us for assistance.

• I’ve received an email claiming to be from you. How do I know it’s genuinely from you?

  • There are a number of ways you can check an email from us is genuine as well as protect yourself from email scams and phishing attacks.

    • We will always address you personally in all emails. If your name doesn’t appear in the email, it hasn’t come from Evaris.
    • We will never ask you to provide any personal information such as credit card information or passwords via email.
    • Some of our emails contain information only Evaris would have access to such as an order number or the date you sent us an enquiry. The presence of such information helps validate the email is genuine.

    We sometimes include links to products or pages on our website in our emails. If you're ever unsure about clicking the link in the email, you can always copy and paste the address manually into your web browser instead.

    You can read more useful tips on protecting yourself online here. If you have any questions or concerns about King of Server emails, please contact us

• What components are used for your server bundles?

  • We only ever use original branded components in our server bundles. As such, we can guarantee compatibility and provide the full manufacturer warranty cover that would be in force for the server itself.

• Can you put together a server bundle based on my own required specifications?

  • In most cases, yes. We carry a large inventory of servers and server options so can cater for a wide variety of needs directly from stock. Email our sales team with your requirements and we'll come back to you with a competitive quotation and indicative turnaround time.

• I normally buy my servers from Dell Direct, why should I use Evaris instead?

  • We can list several compelling reasons:

    Dell Registered Partners - buying Dell from Evaris gives you peace of mind that you're buying new Dell approved stock at competitive prices backed by full Dell warranties.

    Physical stockholding - we can typically fulfil orders much faster than Dell Direct

    Superior service - we have accredited engineers and knowledgeable account managers here in the UK who can discuss your requirements and ensure you purchase a solution that's genuinely fit for purpose. And if you need us post purchase, we're here for you as well. 

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