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Creating & Managing Account

Creating a Consumer Account

Click on the Create Account link at the top right hand of the site.  Select the Create Consumer Account option and fill in the form.  Click on the Create Account button and that’s it, all done!  You will have a confirmation e-mail shortly to confirm your new account.
 

Creating a Business Account

Click on the Create Account link at the top right hand of the site.  Select the Create Business Account option and complete the form.  Click on the Create Account button and that’s it, all done!  You will have a confirmation e-mail shortly to confirm your new account.
 

Applying for a Business Credit Account

Click on the Create Account link at the top right hand of the site.  Select the Create Business Account option and complete the form.  Click on the Create Account button to create the Business Account. To create the Credit Account you will also need to Click on the Credit Application link and complete the form and return it to us by e-mail on online@comcen.co.uk or fax it through to us on 01792 515575.   We will inform you by e-mail within 24 business hours if your application has been successful.
 

How to log in

Once you have created your account all you need to do is click on the Login link at the top right hand of the site.  Enter your e-mail address and password to access your account.
 

Log out

Once you have finished your session, you simply need to click on the logout link at the top right hand of the screen to terminate your session.
 

Changing contact details

Click on the My Account option at the top right hand of the site.  Here you can amend your e-mail address, name and address and your company’s details.  You can also add and edit delivery addresses.

 

Orders

How to place an order

Once you have selected your items, added them to the basket and checked that you are happy with your order, please complete the additional options:

  Add any promotional codes,
  Adding your order number if needed
  Carefully select the delivery address
  Select your preferred payment option
  If selected card payment, please enter your card details



Once all details have been supplied and you are happy with the information given, press confirm order to place the order and complete the process.  Once the order has been received you will receive a conformation e-mail.
 

Changing a delivery address

This can be done in two ways.  Firstly, once logged in, select the Your Account option on the top right hand of the site.  Here you have the option of either adding a new delivery address, editing an existing address or deleting an address entirely.  Secondly you can amend the delivery address when you are entering an order.  From the order page you can also add, edit or delete a delivery address.
 

Order numbers

This option is essentially for business customers who wish to use an order number, please enter this information in the order page for it to be included on your invoice/receipt.
 

Check to see if your order has been placed

You should receive an e-mail conformation shortly after placing your order.  However, should you need to check your order history please click on the Your Account option at the top right hand of the site (you may need to login if you’re not already logged in).  Click on the View Order History, changing any date range you require to bring up your order history.
 

Track your order

If you need to track your parcel, please either e-mail us with your order details online@comcen.co.uk or ring our Customer Service Department on 01792 515566.  During business hours we will get back to you within the hour with the relevant information.  Coming Soon – On-line Track & Trace
 

Obtaining Invoices/receipts

Invoices and receipts are automatically sent out the next working day after your goods are dispatched.  You can request additional invoices by contacting us on online@comcen.co.uk or by phone 01792 515560.  
 

Cancel/amend an order

Once you have received the e-mail confirmation you won’t be able to cancel your order.  Prior to receiving the e-mail, please contact our Customer Service department on 01792 515566 to discuss your options.
 

Back order facility

We offer the Back order facility to ensure our on-line customer have the opportunity to order out of stock items. Please use this facility if you would like to check to see when item is due back into stock and its current price.

Once we receive your form, we will e-mail you back with the price and availability of your selected item.  If this is acceptable we can either manually place your order so you can go to the top of the allocation list. Or alternatively we can e-mail you when it is back in stock so you can place your order on-line as usual.

*Due to Comcen’s commitment to deliver the best possible price, the price you see is for guide purposes only.   Prices fluctuate down as well as up and we want to ensure our customers get the best possible deal.


Delivery
What delivery methods do we use?

We currently use FedEx for our Next Day delivery options and Royal Mail for our 2-3 day service.
 

Delivery charges

Service    Delivery charge 
Small Order Super Saver - 2 Day Orders up to the Value of £25.00

£2.99

Small Order - Next Day* Orders up to the Value of £25.00  
 

£5.00

Medium Order - Next Day* Orders from £25.00 to £500.00

£5.00

Large Order - Next Day* Orders over £500.00

FREE

FedEx up to 25kg Next Day Before Noon  All Orders

£12.00

FedEx up to 25kg Next Day Before 10am   All Orders

£18.00

*Next day delivery offered on stock Lines - cut off for next day orders is 5pm    

 

When should I expect delivery?

If your order is placed before 5pm using our Next Day Delivery service then your parcel should be delivered within 24 hours.
Orders under £25 are delivered by Royal Mail and should be delivered within 2-3 days.
 

Orders placed out of business hours – delivery times

For order that are placed out of working hours, they will be processed and despatched on our next business working day i.e. order placed on Sat will be processed and despatched on the following Monday.
 

Cut off times for next day delivery

In order to get your parcel delivered Next Day, please ensure your order is placed by 5pm. 
 

Delivery to a different address – Consumers

To protect our customers from any potential fraudulent activity, and to verify the legitimacy of the details provided we ask that every first order placed by a consumer is delivered to the card holders’ address.  Future orders can be delivered to any UK mainland address (excluding PO boxes).  To amend the delivery address, you will need to Add/Create a new address in your account.  Please see options in Changing a Delivery Address.
 

PO Box Delivery Addresses

Unfortunately we are unable to deliver to PO Box addresses.


Payment

What payment methods do we accept?

We currently accept payment via three methods, Credit/Debit Card, PayPal or Payment on Account (for our business credit customers).

For Credit/Debit cards we accept Visa, Visa Delta (Debit), Mastercard, UK Maestro, International Maestro, American Express(via PayPal)
 

How do I select the appropriate payment method?

Payment methods can be selected on the order page, depending on your type of account the appropriate payment options will available to you.
 

Obtaining Invoices/receipts

Invoices and receipts are automatically sent out the next working day after your goods are dispatched.  You can request additional invoices by contacting us on online@comcen.co.uk or by phone 01792 515560.  


Returns 

How to arrange a return

Our Customer Support team are here to help you.   All our customers have a dedicated Customer Support contact and we aim to respond to any issues raised within 1 hour (during business hours).

You can request a return using our easy to use, online returns tool which is designed to make the process of returning an item as simple as possible.  Alternatively if you want to speak to our Customer Service Experts then please ring 01792 515566.

Please note: In order to return a product you must obtain a returns authorisation number; no returns can be processed with out it.
 

Item Damaged

Claims for items damaged in transit must be received within two business days of receipt of merchandise. If the items are visibly damaged on receipt, please sign the carrier's delivery note accordingly, this will assist us with your claim. Please inform us immediately of any damage to any product purchased by e-mail online@comcen.co.uk or phone 01792 515566.  Please ensure that all items are returned in their original packaging complete with all accessories and documentation. For items over £40 in value we will arrange a courier pick-up and for smaller items please return to us using our freepost label.  We ask that you please keep your proof of posting until the items have been received back into our warehouse and the appropriate action has been taken.  Once we have received the items back into our warehouse and the damage has been assessed we'll issue a replacement, credit note or full refund to you via your original payment method as deemed appropriate.
 

Faulty Item

If your goods are faulty on arrival, then you are entitled to a repair, replacement or a refund.  Please inform us immediately of any faults with any product purchased by e-mail online@comcen.co.uk or phone 01792 515566.  Please ensure that all items are returned in their original packaging complete with all accessories and documentation.  For items over £40 in value we will arrange a courier pick-up and for smaller items please return to us using our freepost label.  We ask that you please keep your proof of posting until the items have been received back into our warehouse and the appropriate action has been taken.  Once the fault has been verified, we'll issue a replacement, credit note or full refund to you via your original payment method. At Comcen we test all returned items, and if a returned item is found not to be faulty by our engineers then we will return the item to you, and in this instance you will be liable for the return carriage. 
 

I have Items missing from my Parcel

Occasionally for delivery purposes we may split the consignments, eg if you order a printer which comes in its own pre-packed box, we may send you through the toners as a separate consignment at no additional costs to yourself.  If you still believe that there is a problem with the consignment or just for peace of mind please contact us by e-mail online@comcen.co.uk or by phone 01792 515566.
 

How long does it take to collect the parcel?

Our couriers FedEx will collect your items within three business days of contacting us.

Prior to collection could you please ensure that the returns number is attached clearly to the parcel, this helps us identify the parcel once it reaches our warehouse and speeds up the returns process.  

Please ensure that the items in the box correspond to the correct returns note.

Collection will be attempted a maximum of three separate times. Once tried three times we are unable to issue any credit.


Customer Services

How to contact a customer service representative

To speak to our Customer Service Department please contact online@comcen.co.uk or phone 01792 515566.  During business hours, we endeavour to respond to your query within the hour.  Out of hours queries will be dealt with in the next working day.
 

My Order hasn’t arrived?

Please contact our Customer Service Advisors on online@comcen.co.uk or by phone 01792 515566.  Our advisors will respond to your query within the hour with the delivery time, signature or with a working solution to any problem
 

How to get product advice or checking compatibility of products.

Please contact our online Customer Support Department on 01792 515566.  Our advisors will be happy to answer your query, or for more technical queries, they will transfer you through to our Technical Services Department where one of our highly trained engineers will talk you through the various options available to you.  Alternatively, please e-mail us on online@comcen.co.uk where one of our engineers will provide you with answer to your queries.


Customer Loyalty Scheme

What is our customer loyalty scheme?

The Comcen Loyalty Scheme is designed to make your purchases on Comcen.co.uk do more for you. It’s easy to earn credits; they simply accumulate while you shop!
Comcen’s Customer loyalty Scheme is simple and straightforward each time you purchase items on-line, you automatically collect rewards points.
For each £1 you spend you get 1% credit reward to be redeemed against ANY of our 100,000 on-line products.  
Spending your Rewards is simple! You can pay for the whole amount of your order using your Rewards, or just a part of it - the choice is yours!

What products can I redeem the credits against?

Your credit reward can be redeemed against ANY of our 100,000+ on-line products.  
 

Can I collect my points and save them for future purchases?

Yes, there is no time limit on your credits, you can save them up over time and redeem against any item. There is no limit to how much credit you can collect. The more you shop, the more you earn!
There is no limit to how much credit you can collect. The more you shop, the more you earn!


Recycling

What is our Recycling Scheme?

Our recycling scheme is a free nationwide collection and recycling service for all your empty toner cartridges.   We provide our customers with free recycling boxes, all you have to do is fill the boxes with toners and ink cartridges then ring us when they are full.  We will then arrange for the recycling box to be collected.

 

Do we collect all cartridges?

Yes we will collect all your toner cartridges.
 

Do you get any rebate back from the empty toners?

Yes, we offer a rebate for certain types of cartridges collected.  Please contact online@comcen.co.uk for a list of cartridges that have a recycling value.


Contact us
How to contact us

You can contact us by phone:
Sales Support          01792  515566
Customer Service    01792  515566
Or by e-mail            online@comcen.co.uk