Welcome to Customer Services

FAQs

How Do I buy?

Q - Do I require a trade account to buy from Express Group?      

A - No you can buy from us using most major credit cards. 

Q – How do I open an account?       

A – You can email us on accounts@expressgrouponline.com

Questions about Delivery

Q - Can I track my delivery?        

A - Yes, if your choose Citylink as the delivery method. We are linked directly to their web based tracking system. Our Customer Services team can help you with this request.  

Q - Can we claim transit damage if we have signed for goods as received in good order?

A – No, you can’t.

Q - If my delivery fails as I’ve given the wrong address, do I have to pay another delivery charge to the correct address?

A - Yes, because the courier charges another delivery charge to us.

Q - Can I collect my goods from your premises?

A - Yes you can.

Q - Can we deliver to a PO Box?

A - No.

What do I do if the part is incorrect or no longer required?

Q - If the part I buy does not fix the problem can I return it?

A - No unfortunately the part cannot be returned after it has been used to fault find because once fitted the part is no longer a new item.

Q - If a part is not required can I return it to you?

A - Provided the part has not been opened and is in the original manufacturers packaging it can be returned subject to our terms and conditions. A restocking fee may be applied, please see terms and conditions. 

Q - I’ve received the wrong part, can I return it?

A - Please contact Customer Service with full details of the incorrect part, the part you did require and printer the part is for; we will then correct the mistake.

Q - Will you collect from site when the error is the customers? 

A - No, the customer must return the part to us at their expense.

Q - Can we deliver the replacement and collect the returning part at the same time? 

A - This may happen but it is dependent on the time the driver delivers. It may be a different driver that collects. 

Q - How soon can I be credited for parts that I have returned? 

A - This is dependent on the nature of the return.

Q - Can we do advanced replacements? 

A - Yes, advanced replacement may be possible.

Q - Can you collect the items from a different address, not the original delivery address?

A - Yes, we can arrange that.

Questions about Warranty

Q - What is the warranty on spare parts?

A - Most warranties are manufacturer specific although the majority of items are 90 days from date of receipt.

Q - If I’ve broken the warranty seal, is the part still under warranty? 

A - No, if the seal is broken then the warranty is unfortunately voided, and the item cannot be returned as unrequired. 

Q - Can I take the bit off that I want and return the rest to Express Group?

A - No, unfortunately not!

Other FAQ’s

Q - How many pages should my fuser print?

A - Expected "yield" or page count from a fuser assembly depends on the Manufacturer and Model of your printer and these figures can only be used as a guideline.