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Need assistance? We strive to offer the best service we can, and with this in mind you will find answers to some of our most Frequently Asked Questions (FAQs) below.
Information on Royal Mail deliveries
Certain items may be shipped via Royal Mail if the supersaver delivery option is selected. It will be highlighted at the time of checkout if the order will be shipped using Royal Mail. If the Royal Mail delivery is not delivered it can take up to 15 working days to resolve the delivery dispute. If you require the item to be shipped with City Link a different delivery option will need to be selected.
I need to return an item, how do I do this?
If you need to return an item to us, please email us using sales@solargizmo.co.uk, placing your Order Reference Number in the subject field. Within your communication please tprovide the item code(s) of the product(s) you wish to return. Please also include a description as to why you need to return the item(s) as this will determine whether or not a restocking fee is applied. Once your request has been received and authorised you will receive a Returns Authorisation Code (RAC) along with instructions of how to return the item(s).
How long will it take for my order to be processed?
Our aim is to process your order on the same day we receive it, however any orders received after 3pm may not be processed until the next working day. The maximum length of time it may take will be 2 working days. You will receive confirmation emails when your order has been processed. For an updated status of your order please login and click 'My Orders'.
How long will it take for my return to be processed?
Our aim is to process your return request on the same day we receive it, however it may take up to 48hrs. The maximum length of time it may take will be 4 working days. You will receive confirmation emails when your return request has been processed. For an updated status of your return please login and click 'My Account'.
Why does my first order have to be delivered to my Credit/Debit card billing address?
By delivering your first order to your billing address it enables us to complete the final stages of our security checks and also helps us offer you the service of delivering any subsequent orders to the address of your choice (within the UK).
My order is due for delivery today what time will it be delivered?
Unfortunately it isn't possible to guarantee an exact time for delivery. Your order will be delivered between the hours of 9am and 5.30pm. Depending on the shipping method you may have a Shipping Code from the courrier. Instructions of how to use this code will be included in the email you received.
What happens to my order if I am not in when the courier attempts to deliver it?
If you are not in when our courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local depot. You then simply call them to arrange an alternative delivery date or to collect the parcel directly from your local depot, which they will be more than happy to help you with.
Why can't I log into my account?
If you are experiencing problems logging into your account first check that the email address, username and password you are using. You may also find it useful to refer to the information included in the "Welcome to SolarGizmo" email you received when you registered with SolarGizmo. If you have forgotten your password there is a 'Forgot my password' link on the Login screen. If you click this link and confirm your email address your new password will be sent to you. You are advised to change the password to something more memorable once you have logged in with your new password. If you require further assistance please use the 'Contact Us' form.
Why can I not amend my order if I have placed it via Pay Pal, Google, or Amazon?
We are unable to make any amendments to the order (other than cancellations) due to our internal security policy. In addition to our policy Pay Pal, Google, and Amazon provide us with enough money to fulfill your initial order therefore no further payment can be taken for additional items or shipping costs.
I don't live in the UK, why can't I buy any items from you?
At present SolarGizmo is not VAT registered which prevents us from selling outside of the United Kingdom. This is under review and we hope to start selling outside of the UK shortly.