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Frequently Asked Questions

General Enquiries
- Why are certain products listed as web only?
  
  Not all of our products are located at our main warehouse in Manchester. These products are directly shipped to yourself by courier. These can be by TNT, UKMail, DPD or another courier.
- What is 'refurbished'?
  
  Occasionally we may advertise an item as being ‘refurbished’ stock. This does not generally mean that it is second hand, old or repaired as these items could be returned items due to customer changing their minds when the delivery was received or attempted.
  We feel that any stock which is sold as refurbished is an excellent bargain opportunity to our customers as these items may have been categorised as refurbished simply due to the items packaging not looking like new.
  
  If the refurbished item you have noticed is a laptop then these items may differ from the original specification due to being customised. Savings on Refurbished laptops could be as much as 60% making these items amazing value.
- What is standard Aria warranty?
  
  We aim to reassure our customers in every way possible when they make a purchase from Aria Technology. Right from the start of purchasing a product we ensure that it is of the top quality and at the right price. In order to further set our customers mind at ease then we provide a standard Aria warranty of 12 months on our products, unless otherwise stated.
  
  For example, if you purchase an item from the Aria Bargain Basement then these products are sold with a limited warranty which is normally between 30 and 90 days.
  
  If you have warranty that is direct with the manufacturer, e.g. in situations where you need to arrange an on-site visit, the please browse through our Manufacturer Details page for information on how to contact the manufacturer.
- What are your opening hours?
  
  You can place orders or visit our comprehensive FAQ section 24 hours a day 7 days a week.
  If you would like to visit our sales counter, call our sales lines or customer services lines then the below information will show our opening times for each of these departments.
  Sales Counter / PC Clinic / Returns Departments
  Monday – Friday: 09:00 - 17:00 (appointment only)
  Saturday: Closed
  Sunday Closed
  
  Sales / Customer Services Telephone Lines
  Monday – Friday: 09:00 - 17:00
  Saturday: Closed
  Sunday Closed
- How do I contact you?
  
  To enable a more efficient resolution to your queries we have developed a comprehensive list of FAQ’s within our support section of our website. If after reading this section your query is still not answered then the next step would be to email our dedicated and knowledgeable Customer Services team at [email protected] and we will reply to your query within 4 working hours.
  We are also contactable by telephone on the numbers provided below during the hours of 9am and 5pm, Monday to Friday.
  Customer Services 0161 248 1616 [email protected]
  Telesales 0161 248 1611 [email protected]
  
  You can also visit our store at:
  Velo Systems Limited Aria House 2 Belle Vue Avenue Off Pottery Lane Manchester M12 4AS
- Does Aria offer any Finance plans?
  
  Yes, Aria offer a number of different finance plans in conjunction with v12finance.com. Finance is available on all purchases over £300 inc VAT*.
  Once you are familiar with the finance options available and you would like to make a purchase using V12 Finance, simply continue to shop online and select the finance option when you reach the shopping cart and then select apply.
  For further details on the Finance Plans we offer then click here
  *Subject to status. Terms and conditions apply.
- What is a Quickcode?
  
  In an attempt to make the ordering process easier for our customer we introduced a ‘quickcode’ system. Each item that we sell has a ‘quickcode’ and this can be used to speed up the order process for our website, telephone and sales counter customers.
  To locate a product on our website simply enter the ‘quickcode’ in the Livesearch box at the top of the page and you will be directed straight to that particular product.
- Can I buy Super Special products in store?
  
  Due to our Super Special products being the best value items you will find anywhere, we have put in place limitations to enable as many customers as possible being able to benefit from these prices.
  These are only available to purchase from our website and not available from our store.
  Only one item per customer is available.
  We hold the right to refuse customers orders if we believe our offers are being abused.
- How do I obtain a copy invoice/ receipt?
  
  All orders are shipped with an invoice enclosed therefore in the unlikely event that you require another invoice; you can obtain this by completing the following steps
  • Click on the top tab entitled MyAria
  • Click on the right hand link entitled “Order History”
  • Log in to your account entering your email address and password
  • Locate the order which you require an invoice for
  • Click on the “Printable Invoice PDF” button
- What do I do if I receive a phone call or email asking for order confirmation?
  
  To ensure that our customer’s security is paramount, we have one of the strongest security systems within our business sector. Therefore to maintain our high level of security we may require further information before we are able to release your order for shipping.
  
  If a discrepancy needs verifying; you will receive communication from our third party security team (3rd Man) in order to sort out the issues as efficiently as possible. You will never be asked to re-confirm any credit/debit card or account information as we only need confirmation of address or telephone numbers and in some cases the expiry date on the card being used for the transaction.
Order Enquiries
- Can I change the date or other information on an invoice?
  
  An invoice is produced on the day your order clears our security systems and is passed to our warehouse for shipping.
  Unfortunately we are not able to change any of the details on the invoice. This information is tied to the information that we have regarding the order on our computer systems. For this reason and for legal reasons we are unable to amend the invoice in anyway.
- What can I do if the product I ordered has come down in price?
  
  Aria PC strives to have the most competitive prices in the market by ensuring that we keep our margins and prices as low as possible. Our product managers are continually in negotiation with our suppliers for the best prices possible and obviously due to the competitiveness of the IT and consumer electrical market these prices can change.
  When you place an order, the price that you see is the most competitive prices that we can provide at that time.
  If you discover that the price has lowered but your order has been shipped then unfortunately we are unable to offer a refund on the price difference.
- What if my order is incorrect?
  
  All our staff members are highly trained to ensure our customers receive the correct products at the best price and in the best condition. However we do accept that occasionally a mistake can happen.
  If you have received an item which is not correct then please inform us straight away by email.
  Please make sure that you provide information on the item you should have received and also information on the item which you have received to enable us to rectify this issue as soon as possible.
  If the item has been shipped incorrectly; we aim to correct this issue within 24 hours.
- What do I do if there is something missing from my delivery?
  
  All our staff members are highly trained to ensure our customers receive the correct products at the best price and in the best condition. However we do accept that occasionally a mistake can happen.
  If you have received an item which is not correct then please inform us straight away by email.
  Please make sure that you provide information on the item you should have received and also information on the item which you have received to enable us to rectify this issue as soon as possible.
  If the item has been shipped incorrectly; we aim to correct this issue within 24 hours.
- What do I do if my order has not arrived?
  
  We have an excellent team that work here at Aria Technology in order to ensure that products are in stock, orders are processed quickly and goods are dispatched on the same day. However, we do accept that the rare problem may occur with an order.
  You may find that your order has not yet arrived, this may be due to an issue with your payment authorisation or your order may be held waiting for security checks. Alternatively, it may be out of our hands and there may be a problem with the courier that is being used.
  Either way, we strive to provide our standard delivery service within 1-2 working days and if your order has not arrived within four days then please contact our customer care line on 0161 248 1616. Likewise, if you find that your next day delivery has not yet arrived then please contact the customer care team on the day after the expected delivery date.
- How can I track my order during transit?
  
  Our dedicated couriers offer a delivery service which is 99% successful. The unsuccessful deliveries are usually due to bad traffic or vehicle breakdowns which are beyond their control.
  If you have already received a shipment confirmation email from us then our couriers will attempt to deliver your order to you the next working day from dispatch.
  Our shipment confirmation emails have all the details you require to assist with tracking your shipment process. Please enter the consignment number in the fields provided on our couriers website to be provided with up to date information on your consignment.
  Please note that our courier’s delivery service can take place up to 19:30.
- How can I check to see if my order has been accepted/ placed?
  
  All successfully placed orders will be confirmed by email to the email address which is registered to that account.
  We ask customers to check that the email address registered to your account is correct and still valid and that our emails are not being sent to your junk folders.
  You can also check orders from within your account by completing the following steps.
  • Click on the top tab entitled “MyAria”
  • Click on the right hand link entitled “Order History”
  • Log in to your account entering your email address and password
  • Locate the order which has been placed
  
  If the order is not visible and not confirmation email has been received then we have not received your order and we ask that you place this order again at your convenience.
- Can I order from a British Forces Post Office (BFPO)?
  
  We are only able to accept orders for delivery to a BFPO address if placed with our telesales team on 0844 999 2 499.
  Orders will be VAT chargeable unless your are able to obtain a letter from your CO’s office confirming your status as a service member of HM forces overseas and this is e-mailed us.
- Can I redirect an order?
  
  We are unable to re-direct any order which has already been picked within our warehouse. Once your order has been picked all the details relating to your order has cleared our security process and any new details added after security cleared will be a security breach.
  The reason for this decision is to remove the possibility of fraudulent transaction taking place as this is a way in which fraudsters act.
- Can I have the goods delivered to a work address?
  
  We are unable to ship goods to an address which is different from the credit/debit card address. This decision has been made in line with our internal security policy to assist with combating fraudulent transaction.
  Once a buying history has been established and we are confident in the validity of details provided then we are able to offer this service.
- Can I add a product to an existing order?
  
  Our website does not currently have this feature available, so enable additions to take place to existing orders we would advise our customers to speak to our telesales team on 0161 248 1616 between the hours of 9am – 5pm, Monday – Friday.
  Please have your order reference ready and payment method available to ensure an efficient service.
- What is meant by the term ‘registered card address’?
  
  This is the address that your credit/debit card is registered to and were the statements are received.
  To increase our security policy we request this to enable a more efficient order process and to combat any fraudulent transactions. If card details are obtained by fraudsters it is rare that they will also have the address which the card is registered to.
- What is a CV2 number and why am I being asked for it?
  
  To enhance fraud protection we request the CV2 (otherwise known as CVV ‘Card Verification Value’) numbers during our checkout process. This number is the printed number located on the signature strip on your credit/debit card and is the last three digits.
  We are unable to process any orders without this number as this would bypass our fraud detection systems.
- What payment methods do you accept?
  
  We are happy to accept all the main credit/debit cards including American Express, provided that the card is registered to a UK or Eire address. We also accept Paypal and Amazon Pay. We also accept BACS, CHAPS and internet transfers, but they need to be arranged over the phone by calling our telesales lines on 0161 248 1611.
Product Enquiries
- Can you tell me more about Aria PC and WEEE regulations?
  
  What are the WEE regulations?
  The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
  The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK. Much of the UK's WEEE ends up in landfill, where the leads and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.
  Many of the electrical items that we throw away can be repaired or recycled. Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.
  Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.
  So what is Aria PC doing?
  Velo Systems Ltd is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.
  For example, if you were to buy a new Laptop from us we would accept your old laptop and prevent it going into a landfill site by disposing of it safely.
  However you must return your WEEE item to us within 28 days of purchasing your new item.
  Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol. • Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.
  If the symbol shown above is found on any of your goods, it means that the product is classed as Electrical or Electronic Equipment and is covered by the WEEE Regulations.
  When you have finished with a WEEE product, please do not put in your domestic waste bin, as it will not be recycled.
  How do I use the ‘Take-Back’ scheme?
  If you bought your new item in store; 1. Simply bring your like-for-like item into our store at the address below e.g. if you buy a new laptop from us, you may return your old laptop to us. 2. Hand it over to the counter staff advising that you want to use the 'take-back' service 3. Show your receipt of purchase for your new item (remember that you can only return old items within 28 days of purchasing the new one!)
  If you bought your new item online; 1. Simply package up your like-for-like item e.g. if you buy a new laptop from us, you may return your old laptop to us. 2. Put in the post to the following address; WEEE Take Back Scheme, Velo Systems Ltd 2 Belle Vue Avenue Pottery Lane Manchester M12 4AS 3. Send in a copy of your receipt of purchase for your new item (remember you can only return old items within 28 days of purchasing the new one!) and a copy of your proof of postage to; WEEE Take Back Scheme Customer Services Velo Systems Ltd 2 Belle Vue Avenue Pottery Lane Manchester M12 4AS
  Customer services will then refund the postage using the method of payment you used to purchase your new item.
  For large or heavy items please contact customer services by emailing [email protected] or calling 0844 999 8 999 and we can arrange collection of your item.
  Please note: If you are returning a PC, laptop or any other product that may store personal information (Cameras, MP3 Players, hard drives) you will need to have removed any personal data from your old product prior to us collecting/receiving it as once received/collected we will not carry out any data removal.
  Where does Velo Systems send the item?
  To safely dispose and recycle your items, we pass them onto a company called Manga-Fu. Manga-Fu offers a secure and professional solution for the total recycling of Electrical & Electronic Equipment (EEE). Their aim is to offer a recycling process that will put 95% of the raw materials back into reuse by manufacturing new products. • Alternatively you can recycle any waste electrical or electronic item at your local WEEE recycling depot! For full details please contact your local authority or visit www.recycle-more.co.uk
- What does OEM mean?
  
  OEM stands for "Original Equipment Manufacturer".
  When purchasing items from a retail store, the prices are usually inflated to include the cost of the retail packaging and marketing on the outside box.
  We occasionally manage to obtain OEM items which we can sell to our customers at a reduced price due to the fact that the packaging is not as glossy as the retail versions. This not only reduces the cost but also ultimately has a positive effect on reducing packaging waste.
  Most OEM products offer the same warranty as the full retail products but there may be the odd exception. Software is usually one of these exceptions as the manufacturers are unlikely to offer the same level of support.
- What is ‘Open Box Component’?
  
  "Open Box Component Bargains" items are usually items which may be second hand, refurbished or discontinued stock and are usually discounted due to minor problems like missing manuals or software, or the packaging may not be in ‘as new’ condition. These are sold in good working orders and are covered by a 30 day warranty.
  These items are first come, first served so you have to be quick to pick up these bargains.
- I cannot find the Item I am looking for or it is not in stock.
  
  If an item is not in stock or is not listed on our website then don't hesitate to contact our expert team of sales advisors on 0161 248 1611. We will endeavour to source the items you are looking for and provide an ETA that is satisfactory.
Return and Refund Enquiries
- Why is there a delay in refunding my credit card?
  
  Occasionally we may need to refund your credit/debit card if you have changed your mind or if the product has developed a fault and it has been returned.
  Once we have arrange the refund the credit/debit card companies process can cause a delay to the funds appearing back on your card and this can take several days.
- What is the Consumer Rights Act?
  
  The Distance Selling Regulations have been replaced by the Consumer Rights Act (2015)
  This enables all online customers to have a cooling off period which means unopened items can be returned for a full refund within 14 days of receipt of the item.
  There are conditions to this regulation: You are a consumer and not a business customer Written notification of your right of cancellation is received within 14 days of receipt of the item. You are responsible for damage caused in the return postage. Please make sure your items are packaged securely. We will refund you within 30 days of notification of your right of cancellation.
  Your right of cancellation does not cover the following product categories
  Unsealed software Consumables Custom built PCs Special purchase items
  All items have to be returned in a re-saleable condition. Items received back in a non re-saleable condition will be subject to a re-store charge of up to 25% or returned at your expense.
- Can I return software to you?
  
  If the software has been opened or the seal has been broken then we are unable to accept it back as per the Consumer rights Acts (2015)
  If you think that there may be a fault with the software then we suggest you contact the manufacturer/publisher directly. The contact details will be available in the user manual for the software.
- Can I return an item that is incompatible?
  
  It is the responsibility of the customer to make sure all items purchased are compatible.
  If an item is received which is incompatible you have 14 days to inform us that you wish to return this item for a credit note. All items must be unused and unopened otherwise an administration fee may be charged. This only applies to customers who ordered through our website and not sales counter customers.
- If I have used an item before I return it can I still get a refund?
  
  Please note that an administration fee may be applied if items are returned which are not faulty, and require work to make them ‘like new’ condition.
- What if I return an item that has since been discontinued?
  
  If you return a faulty item and that product has been discontinued, we will replace this for a similar specification item or a like for like replacement product.
- How long does it take to receive a refund or replacement?
  
  This would all depend on the reason for return and the conditions of the return.
  Our aim is to arrange refunds within seven working days but this may take longer during busy periods.
  If a replacement has been arranged we will usually arrange this within 7 working days but again this is dependant on the circumstances and stock availability.
- If my item is found to be faulty can I get a refund on my return carriage costs?
  
  If the fault developed with the item within 6 months of receipt then we will pay up to £10.00 towards the return postage costs. Proof of the cost of postage will be required prior to a credit being issued, which we require emailed to [email protected]
  For items which have been in your possession for over 6 months, then it is your responsibility of the customer to return the item at their cost.
- What if my item has been tested and found not to be faulty?
  
  All items which have been returned to us a faulty are fully tested to validate the fault as described by our highly skilled and trained technicians. We use various means of testing including using the Manufacturers official diagnostics software.
  We will inform you as soon as we have performed this test if found not to be faulty. Please read the email which is sent to you and act accordingly as to the next required actions.
  We reserve the right to charge a testing fee on none faulty items.
- What are your test procedures for faulty items?
  
  All returns are subject to testing based on the customers reported fault description.
  Please be assured that tests are performed by our fully trained technicians and that test procedures are in accordance with the manufacturer’s official diagnostic software.
  
  When an item is tested and found to be faulty then Aria will pay up to £10 of the return carriage costs. However, in order for this to be claimed back then please ensure you keep a copy of your postage receipt which will need to be emailed to our customer care team.
  
  For larger items that you wish to return to be tested then it is recommended that you contact Aria Technology so that we can arrange a collection for a nominal charge. Should your item be tested as faulty then you will receive a full refund on this charge.
- What happens when Aria receives my RMA package?
  
  Receiving your item
  Once we have received your item, notification is sent to you as confirmation of receipt.
  Testing
  Our highly skilled technicians will use the latest manufacturers testing software to attempt to recreate the reported fault. Once completed we will notify you of our findings and inform you on next stage of the process.
- After I receive an RMA number how long do I have to return an item?
  
  All RMA numbers are valid for 28 days although the sooner the item is received back the more efficiently we can action your return.
  If you have not returned your item within 28 days, a new RMA number will be required.
- What is an RMA number?
  
  An RMA (Return Merchandise Authorisation) number is required prior to returning items back to us. If you are returning items by hand to our store then this is not required but is advisable.
  An RMA number is an indicator of who owns the goods which have been returned to enable us to offer a more efficient service.
  We can not be held responsible for items which have been returned without a valid RMA number.
- How do I arrange a return?
  
  Returning an item back to us is as simple as 1, 2, 3… follow the three easy steps below to ensure the safe delivery of your goods back to us.
  1. Read Our Returns Information Page
  
  By reading our Returns Information page you can familiarise yourself with our returns process and we can answer any questions you have before you return the item back to Aria.
  Click here to be taken direct to our Returns Information Page
  2. Obtain a Returns (RMA) Number
  You must obtain a Returns (RMA- Returned Materials Authorisation) Number before returning any product. If you send product(s) back without a Returns Number it may result in rejection or a delay in processing.
  Click here to be taken directly to Our Online Returns Tool
  Your Returns (RMA) number will be sent to you within 48 hours (excluding Saturdays, Sundays & Public Holidays)
  3. Return Your Product
  Follow the instructions given on the RMA authorization e-mail or whilst you are waiting for your authorisation e-mail:
  Click here to be taken direct to our Returns Information Page
  The same returns policy applies for retuning an item to the Aria retail store as when you are retuning an item via mail.
Shipping and Delivery Enquiries
- What should I do if the packaging appears damaged upon delivery?
  
  If your delivery is being attempted and there is visible damage to the outside package then please refuse this delivery and inform by emailing us as soon as possible to enable us to rectify this issue
  If you accept the delivery then please only sign for the goods as ‘unchecked’. Failure to follow this may result in any warranty claims being rejected.
  Any damage reports have to be made within 48 hours to be accepted.
- The delivery option I want isn’t showing: why is this?
  
  Our website is only able to calculate the delivery options available at the checkout stage as these are dependant on the value and size of the items being purchased along with the location of the delivery address you select.
- Can I have a same day delivery?
  
  We can offer a same day delivery option to any order which has cleared our security process. There is an additional charge for this service therefore we ask that you call our telesales team on 0161 248 1611 to request a quotation
- What are my delivery options?
  
  When you are at the checkout our system will automatically calculate the delivery options that are applicable to your order based on the size and weight of the items you have chosen, as well as the delivery address you have selected. Products advertised as web only are only available for standard carriage.
  We do have the ability to provide the service for Saturday delivery for orders placed. But, this is dependent on the size and weight of the items being purchased along with the location of the delivery address. If your order qualifies for Saturday delivery this will be given as an option when you are at the checkout stage. Please note that orders need to be placed prior to 15:00 on Friday for this service.
- What happens if no one is available to receive the delivery?
  
  If you are not available at the delivery address to receive your delivery, our couriers will make a second attempt on the following day.
  If you are not available on the second day our couriers will return the parcel back to us as a failed delivery and your order will be processed through out normal return procedure.
  We will refund the value of the goods back to the original payment method within 28 days. No delivery charges will be refunded.
- Which couriers do you use?
  
  We work along side a number of delivery companies, all of which have an excellent reputation for their efficiency and service.
  Our main couriers are Royal Mail/Amazon/DPD for standard delivery items, Eire and Channel Isles deliveries.
  Once an order has left our warehouse an email is sent to our customers to with information on which courier has been used along with a tracking number.
Trade Account Enquiries
- I am an education establishment, what service do you provide?
  
  We provide a Government rated discount band. For further details please contact our Telesales line (see contact details) or email [email protected]
- Who do I ask for advice about setting up a trade account?
  
  Please contact our Telesales line or email [email protected]
- How do I access credit/cleared funds application forms?
  
  Trade application forms can be found at http://www.aria.co.uk/Support/Trade+Accounts
- Why do I need a Reference?
  
  This will aid our credit assessment process and will improve the chances of a credit account being offered.
- What is a Cleared Funds Account?
  
  This is a trade account where cleared funds are received by us before an order may be despatched. For account applications please see http://www.aria.co.uk/Support/Trade+Accounts

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