We Are Here to Help

From order issues to returns and refunds, through to shipping queries, we've got you covered!

We are here to help


ORDER INFORMATION

How do I view my order history with ITZOO?

Firstly, you will need to make sure that you are logged in. You can login to your ITZOO account by clicking on the person icon highlighted in red below:

Note: If you have forgot your password, click on 'forgot your password?'


Once you are logged in, your order history will appear straight away along with your account details such as your name and address. If you have ordered to various addresses in the past, you can see these too.

Where can I find my VAT receipt?

At ITZOO, we understand that many of our customers require VAT receipts. Therefore we send automatic receipts for all orders placed on ITZOO. These receipts include all relevant VAT information.

Therefore we kindly ask you to check your emails (including your junk folder for this receipt) before contacting us. This receipt will be automatically sent to the email address connected to the order.

How do I make a change to my order?

Changed your mind, or gave the wrong address at checkout? No worries, we've all done it. As long as your order hasn't processed or shipped, you can make changes to it and we are made aware of it.

We ask that you fill in a helpdesk ticket or give us a call on 020 4524 5080 to let us know so we can cancel your order. Please note that orders will only be cancelled when confirmed by a member of the customer support team at ITZOO. If your order has already been processed or shipped then unfortunately it is too late to cancel the order. We ask that in this situation, you file a return once received here.

Please note: Our opening hours and Monday to Friday 8am - 4pm. We aim to respond to all customer queries within 24 hours.

ORDER ISSUES

What do I do if I receive a faulty item in my order?

From time to time we understand that faults can happen in products, especially as our offering is mainly refurbished goods. Therefore we offer free warranty returns for all customers so we can fix the issue. We just ask that you visit our file a return page and complete a return request. You will need your order number to hand and the email addres associated with your order. Please also fill in the issue which you have been experiencing in the notes section so we can resolve this issue as quickly as possible. You will get emails from us to update you of the warranty return status - please allow 14 days before contacting us.

Once the return has been approved, we will email you with a free returns label with Collect+. Simply print the label (or take to a Collect+ store with the QR code so they can print a label for you), securely package the item for return and drop off at your nearest Collect+ drop off site. If you require a collection from home this will be charged at £10.00.

I would like to cancel my order, how do I do this?

If you have placed an order on ITZOO and you would like to cancel an order, this is only possible if the order has been not yet been dispatched. While we try to accomodate all requests, this can sometimes be difficult especially at busy periods. Please contact us with your request and we will get back to you whether this is possible. Please note that all order cancellations cannot be guaranteed - we will confirm with you whether this has been actioned.

I have placed an order but I have not received an order confirmation via email. How can I access this?

For every order placed, we sent receipts automatically which includes VAT information. We ask that you check your junk folder before contacting us to access your receipt. On occasions we see that email addresses have been inputted incorrectly and this could be a reason why you have not received any communication from us. You can check your email address by logging onto your account online.

Something in my order is missing - what shall I do?

From time to time, we can get things wrong but we will do our best to put things right. If you are missing anything from your order such as AC adapters or cables please get in touch with us and we will put this right for you.

Please contact us with your missing item along with your order number and we will get back to you regarding the missing piece from your order.

Please note that if you are referring to optional upgrades such as Windows 10 Professional, laptop carry cases, etc, as you noticed that these are showing on your order confirmation receipt, that these are all optional extras which will show on your receipt - if you have not added the item to your shopping cart we will not send any of these. Please check the cost of your device before contacting us regarding this.

What comes in an ITZoo box?

All desktop computers come with a UK mains lead. If the product you bought comes with a keyboard and mouse, they will also be in the box. If you buy a full system then you will also receive the relevant display cable and extra power lead. Laptops have their power supply with them that also come with a UK power lead.

RETURNS AND EXCHANGES

What items are returnable?

You can return your items within 30 days of receipt of your shipment if you have changed your mind.

  • Items must be in original condition.
  • In the original packaging and must include chargers, etc. if the item came with this. Products returned must be in the exact condition at the time of sale and must include original packaging, all documentation and accessories. Returns on products with missing accessories or parts will be accepted only at the discretion of the company and charges may be applied for missing accessories or parts.


*If you have simply changed your mind on a purchase and you choose to use our Collect+ returns label, a fee of £9 will be deducted from your refund to cover this cost. You have the option of using a courier of your own choice. If you are using your own courier, please send your return to the following address:

 

EPC Global Solutions UK Ltd

1 – 2 Chambers Way

Newton Chambers Road

Thorncliffe Park

Chapeltown

Sheffield

S35 2PH

Are there any charge for returns?

There are no charges for returns if the item has arrived faulty.


Original shipping charges are non-refundable.


Please note: You are responsible for the charges of the return shipping if you have simply changed your mind on your purchase

When can I expect my refund?

We aim to complete all return and warranty claims within 14 days of receipt at our warehouse.We ask that you do not contact us before this timeframe. We will update you once we are ready to process your refund.

What courier do you use for returns?

Please note that we use Collect+ for all returns. You can use a courier of your choice but we will not reimburse for this fee. If you use a courier of your choice and wish to return your item, we ask that you get in touch with us and let us know the information as we will need this to locate your item when received at our premises.

WARRANTY INFORMATION

What do I do if I have a problem with the refurbished laptop or refurbished computer within the warranty period?

All our products are supplied with a warranty. In the unlikely event that you encounter a problem simply contact our support team here.

How long will my warranty return take to repair?

We aim to complete all return and warranty claims within 14 days of receipt at our warehouse.

Most items sold are covered by a 12 month warranty. Please check individual listings. Should any item sold fail under warranty we will offer to repair or replace the item, only when a repair or a replacement is not available will we offer to refund the item.


DOA – Dead on Arrival. In the unlikely event of an item purchased from us being delivered in an unusable condition, ITZOO will provide a full refund or replace the item at our discretion. All DOA failures must be reported within 5 days of delivery. Failures reported after 5 days will be treated under our standard warranty.

What is not covered under warranty?

Please note that as a consumable item, batteries are not covered by our warranty; we neither promise battery life nor guarantee it. We only confirm that any battery is working when dispatched but as a consumable item we do not guarantee or warranty remaining usable life of any battery supplied.

For more information on our warranty, please read here.

SHIPPING

Do you ship outside of the UK?

Unfortunately at the present time we are not shipping to EU destinations.

We are still in consultation with UK agencies and our transport agents regarding the steps we need to take to restart deliveries to European destinations.

As of yet, we have not had clear information so will not be resuming shipments to EU countries until this has been resolved.

We do not want customers to have to pay unexpected import duties or have their shipments held up in customs because of paperwork problems. Unfortunately we cannot be any more definite about when this service will resume.

How long will delivery take?

When you place an order with ITZOO, your parcel will be delivered within 2-3 working days. On orders placed before noon we can offer next working day delivery*, orders placed after noon with this option selected will be dispatched as soon as possible but we cannot guarantee next day if you place your order after the noon cut off time. For non mainland UK, Islands and Highlands the cost is just £10.00. More information can be found here.

Normally if the order is placed before 12pm on a work day and no upgrades have been ordered, it will be with you the next working day. We usually use UPS. However for larger orders we can ship with pallets or for small items we use Royal Mail or DPD. If you select an upgrade to either the hard drive or operating system dispatch will be delayed by 24 hours to allow us time to complete the upgrade and retest the device.

Can I place an order for next day delivery?

All orders get sent out on a next day delivery service, however we are not able to guarantee next day delivery. There may be a possibility that an order could be sent out next day if this is placed before noon. However, please contact us to make this request and we shall get back to you as soon as possible to let you know if this can be done.

What courier do you use for delivery?

We use UPS for the majority of our deliveries. For more information or to track a parcel please visit the UPS website.

If the delivery date is not convenient, you can use the text or email to change it.

Most deliveries will require a signature. Please ensure someone is at the address to accept and inspect the item. When signing you will notice that most couriers include the term “Received in good condition”. If you are unable to check the item please add “Unchecked” next to your signature.

Do you provide other courier options for delivery?

We understand that certain couriers can provide a better service in different areas of the country. We therefore ask if you do not want to use UPS as the courier then please contact us and send us your request. Please note that we will try our best to accomodate customers, however we cannot guarantee this. We ask that you let us know before noon if you have a specific request.

We can use DPD or UPS for deliveries.

PRODUCT & STOCK

Where do you get your stock from?

All of our units are off-lease corporate stock. We are part of a global I.T. Leasing company with over 25 years of IT leasing and remarketing experience.

How do you refurbish laptops and computers?

The units are removed from the corporate companies, they are returned to us in working condition so this means there is very little “hardware” refurbishing needed. If however if there are faulty components such as RAM or Hard Drives then we will replace the faulty components. The units are then professionally cleaned and made as visually pleasing as possible, before being reloaded with new genuine software.

Do you only sell refurbished laptops and refurbished computers?

Yes, we are a refurbisher and are committed to sustainable computing so we specialise in supplying high quality refurbished laptops and refurbished computers. We offer computers that are at the end of their lease period (usually 3 years). By selling these refurbished laptops and refurbished computers and being fully compliant with WEEE regulations we feel we offer a green pathway to computer ownership with a very low cost of ownership. We also sell a small selection of new parts and accessories.

Can I upgrade the components in my refurbished laptop or refurbished computer?

We offer certain upgrades to our refurbished laptops and refurbished computers that you can purchase from our store and we will fit those upgrades for free and test them prior to shipping.

If you have any specific requests, please contact us with your request and we will try our best to fulfil your request.

Why should I buy a refurbished laptop or refurbished computer?

When buying refurbished laptops or refurbished computers from ITZoo you are buying business range computers which have a very high build quality and are designed to be a “work horse” machine with great stability at a fraction of the cost of an equivalent brand new machine.

Are the pictures shown of the actual product I will receive

Due to the extremely large volume of equipment we sell it is not always possible to take individual photographs of every refurbished laptop or refurbished computer we supply. Where possible we use photographs of individual items but occasionally we will use library photographs. However the refurbished laptop or refurbished computer you receive will always match the description and specification supplied in each advert.

Unfortunately due to the number of refurbished devices we sell, we are unable to provide individual photos of each device.

Do all refurbished laptops purchased at ITZOO come with AC Adapters?

When buying refurbished laptops from ITZOO, each device will come with the correct power supply.

Please contact us if you have received an incorrect power supply along with photos of the incorrect charger.

Do you guarantee laptop batteries?

All the batteries are tested before being shipped to you and will hold a charge. Due to the fact a battery is a consumable we offer no warranties on them at all.

Does the refurbished laptop or refurbished computer come with a warranty

Most items will carry a 1 year Return to Base warranty and this warranty period will be shown in the description. Please see individual adverts for details of the warranty supplied.

SOFTWARE ON DEVICES PURCHASED AT ITZOO

What software comes with an ITZOO refurbished laptop or refurbished computer?

As a minimum, all of our refurbished computers come with Windows 10 Pro or Windows 10 Home Premium pre-installed. The operating system is configured with a “Restore Option” so it’s not necessary to have a restore disk.

Do you offer Microsoft Office as a package on my device?

Unfortunately at present we do not offer Microsoft Office packages for any device.

How do I activate my operating system?

We are currently in the process of switching from COA to digital Windows licences.

If you have a COA on your device, on the base of the computer or laptop, you will find a genuine Microsoft COA sticker with the Windows activation code / product key. We also include a step by step guide to activating the OS in the box in your order confirmation email from us. Details can also be found on our blog.

DISCOUNTS

Are there any terms and conditions when using my first 10% off code as a new customer?

For all first time customers we offer 10% off when signing up to our newsletter. Please wait 5 minutes for the confirmation email to come through with your discount code for 10% off before placing your order. Please note that only one discount code can be used at one time and minimum spend is £75.00. Discount code is valid for 90 days only.

Can I use a discount code?

From time to time ITZOO make discount codes available. The use of discount codes may be restricted to specific collections, products and or be customer specific. We reserve the right to restrict or remove the use of any discount code without prior warning.

Only one discount code can be used at one time.

I have used a discount code against an order and an item purchased has now been reduced in price. Can i have the addiitonal discount?

From time to time we offer discounts on particular items and this can change throughout weeks, days and hours. Unfortunately once an order has been placed and shipped to a customer we are unable to provide any further discounts, similar to most stores.

If you wish to return your item for any reason, further details on how to do this can be found on our returns page here.

PAYMENTS

Which methods of payment do you accept?

We take all major credit cards, PayPal and Klarna finance.

I have placed an order through Klarna and have missed a payment. What can I do?

Please contact Klarna directly on this. You can visit our website on how to do this here.

Which Klarna finance do you offer on ITZOO?

We currently offer pay in 30 days and pay in 3 installments through Klarna. You can find more information here.

Pay in 30 days
Make your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees. No impact to your credit score.

Pay in 3 instalments
Split your purchase into three equal payments so you can spread the cost of your purchase over time. Enter the credit or debit card details of your choice and make automatic payments every 30 days. Your first instalment will be collected when your order is confirmed by the merchant and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. No interest or fees. No impact to your credit score.