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Help & Technical Support
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Click on our most commonly asked questions below, or scroll further down to search our helpdesk.
We offer lots of Technical Support at Vesternet - all FREE:
If you can't find an answer in any of the above resources then, please submit a Technical Support ticket Here
We ship to most EU countries with various delivery methods starting from just £2.95
- United Kingdom
- Austria
- Belgium
- Czech Republic
- Denmark
- Finland
- France
- Germany
- Greece
- Hungary
- Ireland
- Italy
- Luxembourg
- Malta
- Netherlands
- Poland
- Portugal
- Spain
- Sweden
And we also ship to a select few other countries at a flat rate of £19 - and your order will be ex-VAT at checkout if you're from one of the following (note that countries outside Europe can take up to 10 days for delivery, but more commonly around 5 days):
- Iceland
- Isle of Man
- Monaco
- Norway
- Russia
- South Africa
- Switzerland
If your country isn't listed here, we possibly will still deliver - you just cannot checkout through the website unless your country is listed above.
Please ask for a quote by emailing sales@vesternet.com
UK
- Economy: 4-7 days (£2.95) - FREE over £150
- Standard: 1-2 days (£5.45)
- Priority: Next day guaranteed (£8.95)
- Urgent: Before 12 next day (£14.95)
EU
- Economy: 7-10 days (£9.95)
- Standard: 1-3 days (£14.45)
- Urgent: Next day guaranteed (£29.95)
Worldwide
- Standard: 3-6 days (£19.00)
If 'In Stock' shows next to the item, and you order before 14:00, it will be processed same day. You can then expect delivery within the following times depending on which option you choose at checkout:
- Economy (UK: 4-7 days) (EU: 7-10 days)
- Standard (UK: 1-2 days) (EU: 1-3 days) (Worldwide: 3-6 days)
- Priority (UK: guaranteed next day)
- Urgent (UK guaranteed next day before 12:00)
If 'Out of Stock' shows next to the item, you won't be able to order. This is because some items don't come back into stock for a while and so we wouldn't want you waiting for an item you've ordered. Instead, just click the link to be 'Notified of stock alert' and your alert will be registered, so that when the item comes back into stock you'll receive an email with a link and option to order.
You can view the current status of your orders by logging into Your Account. Here you can check if your payments have been processed and if orders have been dispatched, as well as viewing copy invoices, raising help tickets and lots more.
We'll update the status of your order with labels as it progresses through processing.
Any notes about back-order items or similar will be emailed to you as they're updated on your order; and we ship all items as soon as they're back in stock.
If you want to add any comments, please do so on the order itself within Your Account and this will pass through to our admin team.
If you still need to ask us a question about an order, please raise a ticket Here.
There are 4 status updates to each order which you'll see by logging into your Account Dashboard:
- Received - We've received your order into the system
- Processing - Payment has been received and your order is being processed
- Part / Fully Shipped - Most orders will ship straight away, but occasionally you may have ordered more items than in stock so we'll part ship at our expense
- Invoiced - Your order is completed
You can view the status flow of any order from your Account Dashboard, as well as make notes to our admin team, and also download copy invoices or make payments.
We do provide tracking numbers depending on which service you choose at checkout.
We use multiple couriers depending on a number of factors such as your location and package weight, but generally the faster delivery method you choose the more likely it is to be fully tracked.
All packaged must be signed for, but our economy services won't come with tracking numbers.
Once your package ships you'll receive an email with the tracking number if available.
If your order doesn't arrive within the promised times we'd be more than happy to chase up for you. Simply raise a support ticket Here, choosing 'Where's My Order' from the dropdown.
Orders placed before 14:00 will ship the same day if in stock.
You may return an item for any reason within 365 days of the date you received your order so long as it remains in a saleable condition within original packaging. We will refund the price of the item, minus any delivery costs.
To return unwanted item(s), simply follow the instructions Here.
Please ensure you return items by a registered & insured service, as we can't accept responsibility until actually signed for back at our warehouse.
If your goods arrive damaged or develop a fault within the first 365 days of receipt, we'll provide a refund or ship you new goods.
However, we strongly advise that you check our help forums to see if the issue has been reported and resolved already. If not then please raise a ticket Here.
If you return the items as faulty and they're tested and proven fine, we can't refund your return delivery costs, and there will be a charge to send the items back to you, so we urge you to check fully before reporting items as damaged. If the items are damaged, however, we will also refund your return delivery costs if you provide a receipt.
To return item(s) as damaged or faulty, simply follow the instructions click Here.
Please ensure you return items by a registered & insured service, as we can't accept responsibility until actually signed for back at our warehouse.
To cancel an order, please raise a ticket Here, choosing 'General customer service' from the dropdown.
Quote your order number and reason for cancellation. Orders cannot be cancelled once dispatched.
Yes we do.
Firstly, our retail prices are lowest in Europe and we offer a Free delivery option, making us the cheapest anywhere.
However, if you're anything from a home automation installer / developer through to an end-user and wish to place a single order valued at more than £500, then we can provide discounts.
If you plan to order more than £500 worth of products from our site in a single order, please email sales@vesternet.com
Though our secure encrypted checkout we accept MasterCard, Visa, Visa Debit, Maestro, Visa Electron, Delta, Solo & American Express.
We don't store any card details and after you register or login, these will only be stored with our payment gateway provider Sagepay via their secure token encryption system.
