FREQUENTLY ASKED QUESTIONS
ONEDIRECT: TELECOMMUNICATIONS EXPERTS
Information about our products
Are all your products in stock?
Onedirect has over 2,000 products in our catalogue, 98% of which are always in stock. Available stock is shown on every product page and is updated daily. If you can't see whether a product you are interested in stock, please call our sales team on 0333 123 3050 or contact us to find out if it's available.
How do you set your prices?
Onedirect displays the manufacturers' recommended retail price. For some products, we offer special deals on promotional packs or discounts for bulk purchases, so you can get the best price.
Do all the products come with a guarantee?
Of course! All the products we sell come with a manufacturer's guarantee for at least 1 year, and most are guaranteed for 2 years. If a product you have purchased develops a fault while under guarantee, we will organise for it to be repaired as soon as possible. If it stops working outside the guarantee period, we can provide you with a quote to repair it at the best price.
Are the client reviews real?
100% of the comments about our products have been written by customers, who have bought and used the goods. Within a few days of ordering from Onedirect, you will receive an email inviting you to write your opinion about the product(s) that you have purchased.
Is it possible to try products before buying them?
Onedirect offers a free 14-day trial on all our headsets for customers who hold an account with us. At the end of the trial period, if you do not wish to keep the product you have ordered, we will refund you in full. Find out more about the free 14-day trial.
Can I request a product without a reference number?
There are some products that don't appear on our website yet, although we have them in stock. If you can't find the product that you are looking for, please don't hesitate to contact our sales team on 0333 123 3050.
Do you have a specific request? Are you looking for any product in particular? Contact our sales team by telephone on 0333 123 3050 (local call rates apply) or complete the Request a quote form specifying the product you are loooking for. One of the Onedirect sales team will contact you during the day with details.
Placing an order via Onedirect.co.uk
How do I place an order?
1. Sign in or create an account!
Is it your first purchase? Please create your account. To do this, all you need to do is introduce an email address, create your own password and complete the contact form. Remember the email and password that identifies you, as you will be asked for this information every time you enter your personal account page.
Already a Onedirect customer? Sign in with the same email and password you used for your first order.
Forgotten your password? Just click on 'Forgetten your password?'. Enter your email address and your password will be sent to your email address.
2. Check your delivery details
Make sure that all your contact details for delivery and invoices are up to date. This will ensure that your order arrives at the delivery address indicated in the shortest possible time. Find out more about delivery times and transport
3. Choose your form of payment
Select your company's preferred form of payment. Find out more about payment methods
4. Confirm your order
After choosing your form of payment, we just need to confirm your order. You can print a summary of your order and you will receive an email confirming your order with all of the reference numbers you need.
Forms of payment
What forms of payment can I use?
Onedirect offers our customers several different options for paying for goods, so you can choose the one that best suits the way your company accounting department works:
- Secure payment by credit or debit card
- Bank transfer
- Paypal account
- 30-day credit agreement (bank account number required)*
NOTE: This form of payment is exclusively for businesses with a VAT number, following checks by our Credit Department.
Is it really secure to pay by credit card?
All credit or debit card transactions are handled by WorldPay's secure online payment system.No card numbers are registered on our servers, which means that you will have to introduce the card number every time you make an order. Find out more about payment methods.
When is the card payment charged?
Card payments are taken the moment the order is confirmed. Onedirect will then deliver your order within 5 days*. Find out more about delivery times.
*In cases of incidents/unforeseen circumstances, deliveries may take a little longer.
How can I cancel an order?
You can cancel your order at any moment by contacting our sales team on 0333 123 3050. The amount paid on your card will be refunded to you in the shortest time possible.
NOTE: If you cancel an order after it has been dispatched from our warehouse, we will make the refund when we receive the returned package.
What are the delivery charges?
Free Standard delivery (may take from 4 to 5 working days) is available to all mainland UK destinations on orders over £150. Onedirect charges £4.99 if the order is under £150. We also offer priority delivery which can take from 2 to 3 working days for a charge of £6.99. And if you are looking for Express delivery, the charge is £9.99 and can take up from 1 to 3 working days. Orders placed by 2pm will be delivered within 48 hours, with the exception of the Isle of Man. For larger, heavier orders, additional charges may apply. In such cases, we will contact you in advance. Find out more about delivery times
Do you make deliveries throughout Europe?
Onedirect delivers to all European countries. A supplementary charge for this service will be added to the delivery fees. For more information contact our sales team on 0333 123 3050.
When will I receive my order?
At Onedirect 96% of orders are dispatched the same day! If you opt for our standard delivery service, you will receive your order within 5 working days and if you choose our express service you will get your good within 48 hours (unless there is an incident with the transport or shortage of stock). Express delivery is available for the following cities and their immediate surroundings: London, Manchester, Birmingham, Belfast, Edinburgh and Glasgow. We work with Chronopost and DPD to ensure the best service in the shortest time possible. Find out more about delivery times.
How can I track my order?
Onedirect will send you an email when the package is in the hands of the transport company. You can also check the status of your order on your personal account page - a link will take you to the transport company's website, where you can track your order.
What checks should I make during the delivery?
Please check the package while the delivery person is still present to ensure that the products have not been damaged during the delivery. In the event that a product is damaged, repack the package and call us so that we can take the appropriate steps. Onedirect recommends you keep all original packaging as they are necessary in case of returning a product.
“Satisfied or your money back” - but how do I return a product?
Onedirect gives you 14 days to return a product if it is unwanted and 30 days if the product is faulty or damanged. To return a product you must contact our sales team on 0333 123 3050. We will send you a returns reference number by email, then you can return the product to us. All products must be returned in a perfect state with their original packaging in order to receive a refund or an exchange. For security, purposes we request that you send your order by registered mail, marking the return reference number clearly on the outside of the package. Find out more.
What covers the "Total Protection Warranty"?
If you have contracted the Total Protection Warranty at checkout, you will be eligible for the following conditions:
GET YOUR RETURN PERIOD EXTENDED TO 30 DAYS - Simply call us and we will organize the return of any article that does not suit you or is not functional (according to terms and conditions of sale). We will replace or refund upon receipt of the product (any shipping costs incurred will be at our cost).
GET INSURED AGAINST ANY DAMAGE - Get an extra 7 days after delivery to report any damaged product during shipping. Simply call us and we will organize the return of your article(s). We will replace it or refund it as soon as it is received. Simply call us and we will organize the return of any article that does not suit you or is not functional (according to terms and conditions of sale).
The “Total Protection Warranty”, shown in the invoice, represents an amount of 3.5% of the total amount of your order, with a minimum of £3.95 and a maximum of £35 for orders up to £1000. For orders more than £1000, a fixed cost of £35 (ex. VAT) will be added to your cart. Please note that the Total Protection Warranty stated above apply only to orders for mainland UK. If you do not want to benefit from this insurance, you must uncheck this box. In this case, any return will be at your expense.
How can I get help setting up my new equipment?
Onedirect provides our customers with free technical assistance service from 8.30am to 6:00pm, from Monday to Friday. Call us on 0333 123 3050 or send us an email to email@example.com and one of our specialists will contact you within a maximum of 24 hours. (local call rates apply)
Find out more about the Onedirect after-sales service.
How can I reprint an invoice?
Go to your account page online and you can access your order history, where you can reprint all your invoices. For security reasons, the invoices are only kept in your client area for a maximum of 6 months. After this time, if you need copies of any invoices, please contact our sales team on 0333 123 3050.
How can I get a password reminder?
Click on 'My account' and then click on the link 'Forgotten your password?'. Enter the email that you used to make your first order and we will send your password to your inbox.
How can I contact Onedirect?
The Onedirect team is available from Monday to Friday from 8.30am to 5.30pm (except on bank holidays). You can call us during office hours on 0333 123 3050 or contact us in writing Click Here.