Frequently Asked Questions

How do I place an order?

Have you made a choice and would you like to order something from our website? Then follow the following steps:

1. Go to the product page of the product you want to order.
2. Click on "Add to cart". The button turns green as an indication that the product has been placed in your shopping basket.
3. Click on the shopping cart at the top right of your screen. When you click on the shopping cart, then click on "To shopping cart".
4. Check your shopping cart. If you are satisfied, click on "Continue to checkout".
5. Select your shipping method.
6. Enter your details under "shipping address".
7. Choose your payment method.
8. Click on "Place your order now". Your order is being placed!

I cannot find my confirmation e-mail. Where is it?

Have you checked your email address? After all, a typo is easily made. If your email address is incorrect, let us know. We will send you a copy of your invoice as a confirmation.

Is your e-mail correct and do you have an account on www.50five.co.uk? You can check your order in your account. If you find your order there you can accept this as confirmation.

Can't find your order in your account or don't have an account? Let us know. We check your order and send a copy of your invoice as confirmation if the order has been received correctly.

I would like to order multiple products, do I get a discount?

Thank you for your interest in our products! We understand that you want to know if a large order can give you a discount. First take a look at our discount codes: https://www.50five.co.uk/50five-promotional-codes.

In some situations it is possible to make a personal quotation. We will need some information from you:

What is your full name?
What is your address?
What's your phone number?
Which products do you want to order and how many?


We are happy to receive this information via e-mail at smartadvice@50five.co.uk.

Do you charge shipping costs?

We ship orders of £20 or more for free. If your order is below £20 we charge £4,95 shipping costs. This will be calculated automatically in your shopping cart.

What delivery time can I expect?

If your order is placed before 9.00 pm, it is dispatched the same day. All our orders are shipped with GLS. You will receive your parcel within 3 business days.

What do I do if I am not at home when my parcel arrives?

If possible, the courier will leave the package with your neighbour.

Otherwise, he will leave a notification card in the mailbox and drop off your parcel at the nearest GLS ParcelShop.

I did not receive my Track and Trace number. Why?

You will receive the Track and Trace number as soon as your parcel is dispatched.

How can I pay?

You can pay your order using Paypal, a credit card -MasterCard, American Express and Visa- or a Maestro card. Rest assured that all our payments methods are perfectly safe.

What’s included in the price?

All prices listed in our shop include VAT. Shipping is free for orders above £20, and returns within 55 days are free. Orders placed before 8:00 PM are dispatched the same day. In short, the price shown is the total price. 

What does a “55-day return policy “ mean?

You can exercise your right of withdrawal and return your purchase within 55 days of the physical receipt of the product. If you wish to return a product, please fill out the return form in your customer account or here if you don’t have an account.

Your right to return your purchase expires 55 days after the moment you receive it.

• If you ordered products that were delivered to you separately: 55 days after you received the last product

• If you ordered a product consisting of several parts that were sent to you separately: 55 days after receiving the last component.

You can only return a complete product, with any included accessories, including any batteries.

If you have difficulties to find our return form, please use this European model form.

What is the warranty period?

For private customers, the warranty on our products in at least 24 months, starting from the transfer of risk date. Please keep your invoice (either on paper or the electronic version) as proof of purchase. Some products are subject to a longer warranty period, check the product details.

If you are a business customer, a warranty of 12 months is applicable for every purchase, unless a different period of warranty is mentioned on the website.

What are the warranty limitations?

The warranty period starts on the date of transfer of risk (see terms and conditions).

 

Warranty cannot be claimed in case of intentionally caused damaged or negligence, improper use or improper maintenance, normal wear and tear or damage from failure or improper observance of the instructions.

 

 

What happens if the product is damaged by incorrect use?

Our return policy does not apply to products that have been used incorrectly, intentionally overloaded, or abnormally tested. You may be responsible for any loss of value that occurs from using the product differently than intended.

Why is it really important to delete the personal data stored on your product ?

Your device may contain (your) personal data which was stored when using the product. Before returning a product we strongly advise you to delete any personal data from the device and we invite you to read the explanation below for more information of the necessity to do so. If you need assistance please contact us here.

 

50five will not purposefully process any data left on a returned device and has no legal basis under article 6 of the GDPR (EU 2016/679) to do so. By returning a device the customer acknowledges his or her own responsibility in this regard. 50five commits itself to inform the customer sufficiently on the necessity of, and practical measures to, deleting personal data. As such, by default 50 five will regard any physically returned device to be clean from personal data and can and will not perform a check to verify this. Therefore, personal data unexpectedly left on a device does not fall within the scope of 50five's responsibilities as data controller or processor within the GDPR context. Be advised that this also means that despite the strict general security measures regarding our (returned) stock and supply chain, no additional measures will be taken to ensure protection and governance of data security within the GDPR context for returned devices and 50five is not liable for any damages deriving from a personal data breach as 50five in fairness cannot assume the existence of personal data on a returned device.

How to return my order?

Once your order has shipped, you have 55 days from the date of receipt to return your product.

Go to your customer account and open the "My Orders" tab. Select the order you want to return and open it. Select “Ask for a return”. This will take you to a form that you will need to complete in order to receive a free return label from us.. Click on "Send".

You will receive a confirmation email confirming that we have received your request.50five will then contact you and send you a return label so that you can return the product. We recommend that you wait for our label to receive the free return.Use the label we are going to send you. Otherwise, the return fees will be at your own cost

If you do not have an account, click here to fill out the return form. You will receive a confirmation email confirming that we have received your request. You should receive the return label within 3 days.

If you return the product within 55 days of testing, please return your order in the original packaging and use the original packing slip. The product must be like new. This way, your refund can be processed as soon as possible.

If you return the product as part of its warranty (after 55 days, but within 2 years), the product must be perfectly packaged (in another box if you have lost the original packaging) in order to prevent the product from being damaged during shipping.

If you no longer have the original slip, please handwrite or print a note with your contact information and order number and put it in your package. This will help us identify your order and manage your refund quickly.

If you have an account, you will be able to follow the status of your request, ask questions or submit additional comments by opening your request online.

What kind of coupon codes can I get?

There are different types of coupon codes: a discount can exist of a percentage or a certain amount of money. The code could be a discount on the entire order or per product.

The coupon codes have an expiration date which is communicated in combination with the code.

Each coupon code can only be used once.

You cannot combine two coupon codes at the same time.

How can I use my coupon code?

Enter your code in the box shown in your shopping cart.

The shopping cart will display the discount amount.

Are there any terms and conditions for smart product installation?

Yes, we have some general terms and conditions in writing specifically for installation work. If you have any questions about this, please contact us for further explanation.

See the general installation terms and conditions

Questions about our products?

Do you have questions related to the products that we sell on 50five.co.uk? If so, do not hesitate to contact us.

Can’t find an answer? Contact us!

Send a question

You can easily submit your question or comment via our contact form. It will be stored in your account.

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0330 777 2755

Monday – Friday: 7:00 - 21:00
Saturday – Sunday: 8:00 - 17:00

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