FREQUENTLY ASK QUESTION (FAQ)

Ordering

Q: Why are your items so cheap?

A: Don't worry, all products listed on eglobal central are 100% Brand new and Genuine. We do not sell refurbished items unless it is specifically mentioned in the listing. We source our products from trusted official dealers around the world and then import them to Europe. Therefore we are able to cut most of the middle-man expenses to allow us to offer you low prices, helping you save directly from your pocket! Moreover, our operations are online and as a result have lower costs.

 

Q: How does the warranty work?

A: As products are being imported from overseas, the Original Warranty may not be applicable with your local dealer but eglobal central covers your item with our own 24-month warranty (12-month warranty for mobile, tablets and audio products) just as the original warranty. For more information, please refer to our Warranty Policy.

 

Q: How do I place my orders?

A: Placing an order on eglobal central is easy. 

  1. First, Search for your favourite items by brands, categories or simply by prices.
  2. Then, Add it/them to your shopping basket by clicking “Add to Basket”
  3. Finally, Checkout!


Q: How do I know whether an item is in stock or not?

A: Our system updates product availability several times a day according to our warehouse inventory level on the item. You can find this stock status on the product page, shown below the price of the item. When we have inventory on the item, the stock status would be shown as "In Stock". If we run out of stock of an item at that moment, the stock status would be shown as "Available for Order" and in such case, please allow us 2-3 days restocking. Please note that as our stock availability status may not be updated in real time as there will be a transition time slot of which is needed for our warehouse information to be uploaded in our site. However, should your order has been placed and no stock is available to be allocated to your order, we shall inform you via email to provide you with an update of your order status. For more accurate information of the stock availability, please feel free to check with our customer service team through livechat.

 

Q: Do I need an account when placing orders?

A: There is no need to register for an account to place an order with us; all you need therefore is an email address and the delivery details. However, we still recommend that you register an account with us as it may, in some circumstances, assist us in shipping more efficiently and speed up our processing pace. It is also easier for you to access tracking information for your orders and as well as to view your current and past orders.

 

Q: How do I create an account?

A: Creating an account is easy, we only require you to fill in an email address used for future updates of the order and the billing, as well as delivery address so that we know where to deliver your ordered items. We do not store any customer sensitive information at any stage of the registering process. Just click here to “create an account” with us.

 

Q: Why should I have to give you my contact phone number when registering an account or placing an order?

A: We need a valid contact number as in any event that we need to contact you urgently due to possibe issues with your order. Please be assured that all your personal information will be used by eglobal central only and would not passed on to any third parties and unanuthorised person. Please refer here for more information on our Privacy Policy.

 

Q: How do I know if I have placed an order with you?

A: After placing a successful order on our website, you will see an order confirmation page, displaying your "Order ID". You will also receive an automated email that will be sent to your registered email address. You can also log on to "My Account" to check your recent order history. If you cannot see order details in your account and no confirmation email has been received within 1 working day, it means the order may not have been successful. In this unlikely event, please contact our Customer Service Support for further assistance before placing another order.

 

Q: What security checks are in place to make sure my purchase is valid?

A: From time to time, we may contact you or request further information/documentations from you to validate your order. Rest assured however, that we will do our best to contact you at as soonest as possible to ensure any delays are kept minimal.

 

Q: How can I cancel my orders?

A: Please refer to our Cancellation & Return Policy for details regarding cancellations.

 

Q: How do I use a Voucher Code or Gift Certificate Code when placing my order?

A: If you have the code, please fill the input box named "Discount voucher code" at the Basket page or the Checkout page and then click “Apply”. Please note that discount voucher codes may not be used in conjunction with other offers. You may refer to the corresponding Terms and Conditions on the codes or the corresponding promotion page for details. 

 

Q: Can I claim manufacturer cashback for the goods I buy from your website?

A: Goods that purchased from our website cannot be claimed for cashback at their respective manufacturers..

 

Q: The price of the item that I have purchase is cheaper now, could I get the refund of the price difference?

A: Our listing price fluctuate from time to time due to the demand and supply of the specific item. We are unable to issue the refund of the price difference. 

 

Q: What would be the operating language for my ordered product?

A: The product we sell woud come with the default language setting, which would be in English (International). Should you have a specific preferable language setting of the product, please contact our customer service agent prior your purchase through livechat or ticket.

 

Q: What would be the language of the Manual for my ordered product?

A: The manual provided in the box will come in the language of the sourced region which may not be in English, however, links to the offical site are provided on our site for your reference. Please also note that due to environmental concern, many products from some manufactures now come with user guides and manual in CD-ROM format only. This is out of our control. Should you wish to download your preferred language of the manual, please visit here

If an English Manual is preferred, you could purchase the printed manual here. However, please take note that it would not be a 100% guarantee that we could provide the relevant printed/ copied manual for all items on our website.

 

Q: Would I find an offical charger from your product?

A: As we source item globally, the item you have purchased will come with the original charger, but if the charger that comes in the box is not your local plug, we will provide a travel adapter for you to use the item.

 

Q: Can I request a refund if the free gift from promotion is not the way I expected?

A: We are sorry to inform you that we would not able to provide any refund in any scenario that includes but not limited to: the free gift is the incorrect size / does not match the colour as described / differ from the photo shown on the site.

 

Q: Why would I find my Apple product I received has been activated?

A: In some circumstances, which is more likely on Apple LTE version items, you may find your Apple item has been activated a month ago due to the below reason: 1) quality checking by our product support team; 2) exporting requirements.  However, please be assured the item we sent to you is brand new and 100% original. Also please be reminded that our item(s) sent to you is/are brand new, you are only able to return it in the case the item(s) you received is faulty or DOA. This reason is not valid to request for a replacement.
 

Payment

Q: What kind of payment method does eglobal central accept?

A: We currently accept Visa, MasterCard, Visa Delta and Visa Electron via Worldpay. We also accept payment through PayPal.  Please refer more details on our Payment page.

 

Q: Can I pay my order by instalment?

A: We are sorry to inform you that we currently do not accept such payment method.

 

Shipping and Delivery

Q: Do you offer free shipping service?

A: We offer free shipping service on all orders above GBP50. You might refer to our Shipping & Insurance page for more details on our shipping service.

 

Q: How are the orders being packed?

A: We make sure our customers receive goods in the best possible condition.

  1. We insert a foam board to protect the goods inside the package.
  2. We then use bubble foam to fill up all gaps and loose spaces.
  3. We then seal the carton using a specific security tape so the receiver will know that their goods have not been opened since dispatch.

 

Q: How long does it take to deliver?

A: With most products listed on the website in stock, we will try our best to dispatch the order within 24 working hours. Then it takes normally within 6 to 8 working days to deliver your order with the Free Shipping Service and for some remote areas it takes usually 2 to 3 extra working days. If you prefer, there are options to purchase our premium shipping services. Please refer to our Shipping and Insurance page for more details. However, under unforeseen circumstances, delivery time can differ depending on the payment method and contact details provided in the order. To ensure the fastest possible delivery time it is important that correct and accurate contact information is provided when placing your order or when creating your user account.

 

Q: Why is there no information available for the tracking number I am given?

A: We provide the customers with the tracking number of your package as soon as we have the information. However this may mean that you could receive the tracking number before the courier company has updated their database or uploaded the information to their website. The tracking details will only be available after a while, sometimes taking up to 48 hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control.

 

Q: Why are my accessories taking longer to arrive?

A: As per our Shipping and Insurance page, an order with only small light-weight accessories are not shipped with our courier shipping services, but rather with registered air mail. This service takes longer to arrive; approximately 10-15 days. To find out whether or not the items in your order are under this consideration please refer to our the Shipping and Insurance page.

 

Q: Can I pick up my item at your store?

A: We are sorry to inform you that we currently do not have a high street store in the United Kingdom. 

 

Q: Where do you ship to?

A: We currently offer shipping to the United Kingdom, including England, Scotland, Wales, Northern Ireland, as well as Guernsey and Jersey. Please note that for shipping to remote areas, additional shipping costs are charged by our courier company. This charge is subjected to be paid by you and is calculated and included in the Checkout page. 

 

Q: What does Remote Area mean? How do I find out if my address is considered a Remote Area?

A: Orders that are to be shipped to a remote area are subject to higher shipping cost as per the requirements of the courier companies. The higher shipping costs will be added and shown as a shipping surcharge in your checkout order amount. To check whether or not your delivery address is in a remote location, please follow the below links: 
http://raslist.dhl.com/jsp/first.jsp http://images.fedex.com/us/services/pdf/Zipcodes_OPA_ODA.pdf

 

Q: How do I calculate the delivery costs and charges?

A: All our prices listed are the final price including Free Shipping Service. There are three other premium shipping services provided for you. Please refer to our Shipping and Insurance page for further details regarding the three premium shipping services. When you choose to use one of those premium shipping services, the cost will be added up to the total order amount.

 

Q: Who handles the delivery of my items?

A: As we would like to ensure the quickest delivery, our default delivery method is to be handled by DHL/ Fedex/ UPS/ TNT/ Yodel/ DPD/ Quantium Solutions/ bpost. The orders can be tracked also on the DHL/ Fedex/ UPS/ TNT/ Yodel/ DPD/ Quantium Solutions/ bpost website with the tracking number to be provided after the order has been dispatched. For delivery of only light-weighted accessories order, it would be by handled by Registered Air Mail sevice. Please refer to our Shipping and Insurance page for further shipping details. 

 

Q: What if my item ordered is lost or damaged during transportation?

A: This rarely happens, but to ensure the best service experience to our customer, we provide insurance coverage if and only if the courier company confirms loss of your parcel.

To ensure your order safety, you may also consider shipping your order with our premium insurance shipping service. For more information please refer to our Shipping and Insuance page.

Should you have an issue about claiming the shipping insurance you may submit us a ticket with the following information: 1) Order number, 2) Purchase date, 3) Item model number & 4) Reason for the claim. We will get back to you as soon as possible.

 

Q: How do I track my order?

A: Tracking an order is very easy. Simply log into your account and follow our illustrated guide.

 

Q: Do you ship to PO Box address or hotel?

A: Unfortunately no. eglobal central does not currently offer shipping services to PO Box address, BFPO address, hotel, as well as guest house.

 

Q: Could I change my delivery address before or after goods is dispatched?

A: We are sorry to inform you that if you are using Paypal as the payment method, we do not accept any changes in shipping address before or after the dispatch of goods.

 
However if you are using Worldpay gateway to checkout, you may change your delivery address (within the same country) before or after goods have dispatched from our warehouse. If your goods are already dispatched, there would be an additional redirect shipment fee (on average 15-25 GBP), that must be paid in advance in order for courier to successfully change the address. Such fee will be liable entirely to you. Please submit us a ticket for further assistance should you request any changes of delivery address.

 

Cancellation & Return

Q: How do I return my order?

A: Before returning your order, please read our Cancellation & Return Policy again to make sure that your return claim meets the requirement. You may simply submit your request by opening a ticket with us and our RMA department will normally acknowledge your request and advise the eligibility within 2 working days. For more details on the procedure please look at our illustration

 

Q: Can I cancel my order if I change my mind?

A: You can submit cancellation requests by opening a ticket with us for your order at any time when the order is still beng processed. Please refer to our Cancellation & Return Policy again for more information.

 

Q: What is your ‘30 Days Return Policy’?

A: You can exercise the right to return an order within 30 days after the day you receive the goods. The return request has to be submitted by opening a ticket and acknowledged by our RMA department within the stated period. For terms and conditions regarding the 30 Days Return Policy, please follow this link.

 

Warranty

Q: How does the warranty work?

A: As products are being imported from overseas, the Original Warranty may not be applicable with your local dealer but eglobal central covers your item with our own 24-month warranty (12-month warranty for mobile, tablets and audio products) just as the original warranty. For more information, please refer to our Warranty Policy.

 

Q: Do I need to send the item back to your Hong Kong warehouse in warranty period at my own cost?

A: During the initial 12 or 24 months eGlobal Central Warranty period, you would be liable of the cost of shipping the product back to our UK service agent. Once we have completed inspecting or reparing your product, we would ship the product back to you at our cost should the item condition meets our Warranty Terms and Conditions. For more details please visit here.

 

Customer Service

Q: How long would it take for you to respond to my ticket?

A: Our business hours are Monday - Friday 7:30am - 3:30pm GMT (except holidays). Normally there woud be lot of enquiries on Monday or the day after public holidays, however we will do our best to answer all the tickets within 48 hours. Please also check your spam folder in your email periodically as there might be a chance that our reponse to your ticket has been marked as spam by your email service provider. 

 


 

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