Frequently Asked Questions
When I placed my order it stated that my item was in stock, however it still hasn't shipped?
In some circumstances it may be that our supplier cannot provide you with any timed delivery services other than next day service so you will need to contact our client services team on 0844 472 3242 to amend the shipping option. Please also note that the stock levels stated at the time of ordering are based on estimates provided by the suppliers so these can frequently change. For more accurate stock level information you can contact the client services team on the number above.
How do I check my order status?
The order status messages can be viewed through the 'Order History' section when logging into your account through the Insight website. Here are the definitions for the order status messages:
Open Quote: You have placed a quote with us. To buy the products on your quote please go to the myAccount section on our website.
Awaiting Stock to Fulfil Your Order: We are in the process of ordering stock in for your order. If you can see stock available already then please allow up to an hour for our stock allocation process to update your order. The stock allocation process only runs during office hours. Note: The stock shown on the website may not be available for direct delivery with certain shipping methods, in those cases we will order into our own warehouse and ship to you from there.
Order is being sourced: This means your order has entered the picking process. We will dispatch it as soon as it is ready, which is usually within the next 24 hours.
Order Being Processed: We have received your order and it is being processed in our fulfilment system.
Order is Shipping: Your goods are being dispatched. Please note it may take up to 24 hours for us to download your courier consignment number.
Order Invoiced: Our order has been shipped and invoiced.
Order Cancelled: Your order has been cancelled. If you did not request to cancel the order, we may have cancelled it automatically after emailing you regarding an issue and receiving no response.
Processing Returned Goods: We have received the goods you have returned and are processing them.
Credit note being processed: We have issued you with a credit note and are processing it on our system.
Debit invoice being processed: This usually means we are issuing you with a new invoice at your request.
Can I cancel my order?
Once your order is placed it will move swiftly through a number of stages. Once the order has reached the 'Order is shipping' status you will be notified of your consignment number by email and won't be able to cancel your order. Any stages prior to this please call our sales team on 0844 846 3333 to request a cancellation of your order, alternatively you can request this through the customer support section of our website. If you are unable to cancel your order you can refer to the FAQ below on 'returning an item you have ordered in error'.
Please Note: Any time or date stated for delivery is an estimate only. Insight will make every effort to despatch goods on time, but due to circumstances beyond our control, we cannot guarantee next day delivery.
Important Delivery Notes:
- An order placed after 3:00pm, may not be shipped until the next business day.
- Most orders are shipped the same day they are placed if all the products are in stock.
- Orders placed for Overnight Delivery are usually delivered on the next business day. For example, orders placed on Friday morning are normally shipped on Friday, and delivered on Monday.
- Orders placed on Saturday or Sunday are normally shipped on Monday and delivered on Tuesday.
- Every Insight web order shipped requires a signature for delivery.
- Orders will not be left at your doorstep.
- Insight does not deliver to PO Boxes.
Delivery to a Different Address
We understand that many households work during the day and are therefore unavailable to take courier deliveries. We will deliver to a different verifiable business address to that registered for your payment method following a confirmation fax from you containing the company letterhead. Unfortunately we are unable to deliver to another residential address to that of where the card is registered.
Orders over £2,000
Purchase order confirmation will need to be sent in on headed paper if for a company purchase. For all consumer purchases an email breakdown of the order with a clear instruction to 'go ahead with the order' is required.
Paying By Card
Insight takes responsibility in protecting clients from credit card fraud very seriously and we have extensive fraud screening processes in place to protect both our business and clients.
Delivery to a different Country
We ship to mainland Britain, Ireland, Isle of Man, Scottish Highlands, Isles of Scilly & the Channel Islands and Europe. For Americas, please contact our locations in Canada or the United States. For more information, contact your Account Manager or call the general enquiries line on 0844 846 3333. Insight UK does not generally ship internationally, however we may be able to accommodate requests made to an Account Manager.
Delivery Charges (Mainland UK)
|Standard Next Day Service||0kg - 15kg
|Per additional kilo
0.70 pence per kilo*
|Next Day Before 12:00pm||0kg - 10kg
|Per additional kilo
0.70 pence per kilo*
|2-3 Day Shipping (Web orders under £1,750 only)||0kg – 10kg
|Limited to 10kg|
|2-3 Day Shipping (Web orders under £300 only)||0kg - 3kg
|Limited to orders under 3kg|
|2-3 Day Shipping (Web orders under £40 only)||0kg - 1kg
|Limited to orders under 1kg|
* Up to 100kg. Over 100kg you should confirm delivery charges with your Account Manager. Other services available include Saturday am, pre-10:30am and 2-3 day shipping on web orders. Please confirm your request and any non standard delivery charges with your Account Manager when placing your order.
Returns & Refunds
How do I return an item I have ordered in error?
There are two ways in which you can contact us, either by going onto your account, clicking 'Order History' and then clicking 'Process Return' on the left next to the corresponding product. Or, you can contact us on 0844 472 3242. Please refer to paragraph 8, Warranties and Returns, in our terms and conditions to check that you are eligible to return your item.
How do I return an item that has been sent incorrectly?
If you discover any discrepancies when your item is delivered please report these to us within 48 hours of receipt. There are two ways in which you can contact us, either by going onto your account, clicking 'Order History' and then clicking 'Process Return' on the left next to the corresponding product. Or, you can contact us on 0844 472 3242.
How do I return an item that has arrived damaged?
Any damaged goods must be signed for as damaged on the courier paperwork and reported to us within 48 hours. There are two ways in which you can contact us, either by going onto your account, clicking 'Order History' and then clicking 'Process Return' on the left next to the corresponding product. Or, you can contact us on 0844 472 3242.
How do I return an item that is faulty?
If you believe there may be a fault with your product within the warranty period, please ensure that you have read through the "Troubleshooting" section of your manual (where applicable) as this can help resolve many common issues. Technical help specific to your product can also often be obtained by calling the Technical Support team of the product manufacturer; contact details can be found in the documentation included with your item. If this fails to resolve the issue then take the following steps:
How do I report a fault?
Repair/Returns procedures vary from manufacturer to manufacturer, some manufacturers deal direct and for others Insight covers the warranty. Please use the 'Initiate RMA' button next to your order in the 'Order History' section of your account which will provide the details for your product.
What happens next?
In the cases where the product is returned to Insight for credit, replacement, or repair we will collect the product by courier and test for the fault reported. After the fault is verified we will proceed with the return.
How long will this take?
If the product is to be exchanged, this will usually take around 3-5 working days, stock permitting. If the product is to be repaired, this can take up to 30 days. In all cases, we will do all we can to expedite the process, and make sure you have a working product as soon as is possible.
How do I contact Insight?
You can raise a ticket though our Customer Support Centre or you can contact us on one of the following numbers:
0844 846 3333
0844 472 3242
0844 472 3252
0844 493 0444
0844 472 3272
0844 692 7286
0844 472 3800