If your order was placed before 2pm the previous working day, you should expect your order the next working day. Unless you have been contacted by a member of staff or you live a remote location (including Highlands or Island addresses).
If you ordered before 2pm on a Friday and paid for a Saturday delivery – you should expect your delivery on Saturday. If you missed the 2pm cut off and still paid for a Saturday delivery – you should expect your order on Tuesday and the postage difference will be credited back to your account.
If you provided a mobile number or email address when you placed your order – the couriers will keep you up to date when you should expect your order.
If you haven’t paid for a premium delivery (before 12pm) you should expect your order at any point up to 6pm the next working day.
If you provided a mobile number or email address – the couriers will do their best to keep you up to date as to when you should expect your order.
Any technical information provided by members of staff is for advice purposes only.
We can only advise you to the best of our knowledge as we are not technically qualified as electricians or any other tradesmen.
If accuracy on which product to use, how and where to install it or any other technical information is required, it is recommended that you will need to contact the relevant qualified tradesperson for the job.
If you are not in to receive your order as you didn’t state this at point of sale – the courier will attempt to deliver 3 times, if they have failed to deliver after 3 times the items will be sent back to us and you will be charged you for re-delivery, as we will be charged by our couriers.
If you have put notes on the checkout to say you will not be in and to leave either in a safe place or with a neighbour – you are accepting responsibility of the delivery and if the items do go missing we cannot be held responsible.
Unfortunately, we cannot advise you on this as we are not technically qualified as electricians - It is recommended that you will need to contact the relevant qualified tradesperson for the job.
If you cannot find a particular item on our website, give us a call on 01642 266013 and we will do our best to source the product for you.
We check our prices on a weekly basis – however, if you find a product cheaper elsewhere online (excluding Ebay) - simply send us the link to the item on competitors website and we will do our best to beat that price.
We try to use the correct picture for the product when we can – however, dependent on the product - the manufacturer may not have sent us all images for the range.
The pictures on the website are for illustration purposes only and we advise customers to read the descriptions of the products.
If possible, send us an email with a picture of your current alarm and include as much information as you can about it, such as - model, brand and how it’s currently fitted and we will do our best to advise on which product will be compatible and suit your needs.
Unfortunately, no we don't.
Most of our cable products will list required gland sizes as part of the product information.
If gland size information is not available for the cable you require, please call us on 01642 266013 and we will do our best to advise you.
Please call us on 01642 266013.
Dependent on the product and how long you have had it, we may advise that you need to purchase a new product from the website. We will then collect the faulty product and send it directly to the manufacturer to get the item tested.
The outcome of this will determine what will happen next in regards to returning the item to you or issuing a refund to your account.
You can shop with us in confidence!
The website uses secure server software that encrypts your credit or debit card information to ensure your transaction with us is private and protected as it goes through the website. Every payment transaction processed is checked by our fraud control systems (Opayo, formerly known as Sagepay) to validate the authenticity and validity of the payment cards used, as well as indicators of possible fraudulent use.
If we have any problems, we will contact you before we process the order.
If your order was placed the previous working day before 2.30pm and you do not live in a remote location, please call us on 01642 266013 and we will contact the courier company.
Unfortunately, we don't hold any information you used to set up your account with us for data protection purposes.
If you have lost the password, we advise that you use the 'Forgotten Password' function on the website.
Yes you can!
Call on 01642 266013 or send an email to let us know when you would like your order to be delivered and we will organise this for you.
If your item has developed a fault and it's still within its warranty - call us on 01642 266013 to arrange a replacement.
If you wish to add more items to your order, please call us at your earliest convenience to add the extra items.
If your item has already left the depot, you will have to pay the extra carriage cost if it's not over £50.
You may return your goods if they are faulty, you ordered the wrong items, or there are parts missing within 14 days of receiving the goods.
Please note that this does not apply to any "special items". Special Items are any items which have been made to order, ordered in specifically if it is a none stock item or cut lengths of cable. All parts of the order including the original packaging, any accessories, free gifts, instruction manuals and the item itself needs to be returned, undamaged and in a resaleable condition.
Should you wish to return an item please contact us within 14 days of receiving your order. We then need to receive the goods back to our premises within 14 days of your initial contact to us. Any items that are deemed as “special” may incur a handling fee. The customer is responsible for the cost of returning the goods to us unless the return is due to a fault.
Please contact us on 01642 266013 for a returns number and please fill in our returns form to include in the box.
For more details, please read our full returns & exchange policy.
We advise all customers to check their order before signing for goods – if the order is complete, sign as usual BUT if there’s any discrepancies with your order such as - missing or damaged items, please sign to reflect this as we will be unable to claim from the courier company. If you do not have time to check your order or the delivery driver is pressuring you to sign, please make sure you sign as unchecked.
Signing the order as complete when it either isn't or there's an item damaged can cause issues.
However, if the damage wasn't clear upon opening the box on an item, please email us as much information about your order as you can - including your order number and a picture if possible. We will contact you to discuss your options.
If you have signed for the items as unchecked and you were not contacted by a member of staff prior to delivery and upon opening your parcel there is a discrepancy with your order, they will be subjected to an investigation.
Yes, you can!
Give us a call on 01642 266013 and let us know you're collecting.
Visit our contact page for address details.
All orders for collection will need to be collected by the person whose name is on the order.
Please allow a minimum of an hour’s picking and packing time for all orders – For larger orders please call our sales line on 01642 266013 for an estimated lead time.
Also, one last thing! Please remember to bring photographic identification and the card you paid for the order with to allow our team to release your order.
You can pay online or over the phone with most major credit or debit cards, including MasterCard, Visa Credit Card, Visa Debit Card, Visa Electron and also Paypal (only available with orders placed online).
Please note that we will never ask you for your card details via emails or pop-ups, or for any purpose other than placing an order on superlecdirect.com.
Once the order has been placed payment will be taken to ensure availability of the product with our suppliers.
When we receive your online order, an order acknowledgement screen will appear, this includes an order reference number.
It's a good idea to print out this page so you can refer back to it, but we'll also email you to confirm we have your order.
If your card was refused you can try resubmitting your order using a different card.
For details on why your card was refused, please contact your card issuer.
You will be charged a surcharge if:
If you were not contacted by a member of the Superlec Team shortly after placing your order regarding any stock issues or you have not received any calling cards from the courier company - please contact us on 01642 266013 at your earliest convenience so we can investigate this.
If you have decided you do not want to continue with your order after placing it - contact us at your earliest convenience to cancel your order.
You can contact us on 01642 266013, email or live chat.
Yes you can! Livechat is operated during working hours (8:30am - 5pm).
Click on the blue box in the bottom right hand corner to either chat with us or, leave a message and we will respond as soon as we can.
Any refunds issued can take up to 30 days for the customer to receive.
Yes we can, please either call us on +44 01642 266013 or email us via info@superlecdirect.com with what you would like to order and your delivery address. Providing us with this information will allow us to provide you with a delivery cost.
We will ask you to provide a delivery address that you would like the goods delivering too - this can be either a specific delivery address, seaport or airport.
It will depend on where in the world you would like them delivering to and the weight of your order.
Please email us over all details such as - all the products you would like to order and the delivery address. This will allow us to provide you with an accurate delivery quote.
For international deliveries, you will need to pay for you order via bank transfer.
If you are a registered company and can provide us with a VAT number, we can quote without VAT.
If you cannot provide us with a VAT number, you will have to pay VAT.
