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What to expect when you place an order

Here's your step-by-step guide as to what to expect when you place an order with the HP Online Store:

Please note: We will send the below email notifications to your registered email address (if you have an account with us) or to the email address you specifiedwhen placing your order. Additionally, our carrier will send you a text message on the day prior to the delivery and on planned delivery date (subject to delivery location).


1. Order summary confirmation email
Shortly after placing your order you will receive a summary email confirming that we have received your order.

2. Order validation confirmation & estimated delivery date email
Once we have performed the necessary payment and security checks your order will be accepted and you will receive an order acknowledgement confirmation email including the estimated delivery date.

3. Order shipment confirmation & planned delivery date email
As soon as your order is dispatched, you will receive an email with important instructions regarding your order and a planned delivery date. The delivery date within your order acknowledgment email will give you an estimation of when you should expect to receive your order and this should only be used as a guide. Please note you will not receive a proactive notification if your delivery date changes, so please Click Here to visit the My Orders page for the most up to date status of your order.

4. Invoice email
Your invoice will be generated 1 day after shipment. If you agreed to receive the invoice in PDF format you will receive your invoice document by email. Alternatively, if you selected to receive a paper invoice,  we will send it by post (select this option when you place the order).

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How to track my order

To get the most up to date information regarding your order, please Click Here to log into the My Orders page where you can check the following: 
1. Check real-time order status: The horizontal progress bar represents all the needed steps to deliver your order. You can see the status of your order marked in blue on progress bar.
1.	Check real-time Order Status: The horizontal progress bar represents all the needed steps to deliver your order. The blue highlighted tab is meant to mark the step currently in progress. 1.	Check real-time Order Status: The horizontal progress bar represents all the needed steps to deliver your order. The blue highlighted tab is meant to mark the step currently in progress.
2. Check real-time delivery status: Once your order is "out for delivery" you will be able to track the live delivery status using the highlighted delivery link below.
2.	Check real-time Delivery Status: The highlighted link below will be available as soon as your order is 2.	Check real-time Delivery Status: The highlighted link below will be available as soon as your order is
3. Contact us: The highlighted button below will allow you to contact us for any delivery related questions.
3.	Contact Us: The highlighted button below will allow you to contact us for any delivery related question. 3.	Contact Us: The highlighted button below will allow you to contact us for any delivery related question.
Understanding your order status
Once you are logged into the My Orders page your order status will be shown as one of the following: 

Awaiting payment
Your order has been acknowledged and is now being processed through various checks (security, payment, stock etc.). Please note: if you placed a pre-payment order we will wait for your payment to reach our accounts. Once this is done we will release your order and provide you with the estimated delivery date.  If you have the payment proof, you can send it to us at the following email address: ukstore.postsales@hp.com.

Processing
Your order has now been accepted and we are now ready to start processing it.  Please note: if you can’t see an estimated delivery date or if the delivery date shown has passed please Click Here to log into the My Orders page and use the Contact Us option so that we can look into this for you. 

Packing
Your order is now with our shipping department and is being prepared for delivery. At this stage you will receive your order tracking information from our carrier.

Out for delivery
The order has been shipped from our warehouse.  As soon as your order is dispatched, a link will be available to track your shipment.

Delivered
We have had confirmation that you have received your order. 

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How to contact HP Online Store

If your question relates to one of the following topics then the fastest way to reach one of our team is through our simple contact form accessible through the "My Account" area of the site:
 
  • When will I receive my order?
  • What is the status of my refund?
  • Cancel my order
  • Initiate a return (Changed my mind or Defective product received)

Here's a step by step guide on how to submit your query:
1.    Log into your "My Account" page at the top right of the website by clicking the button highlighted below:
1.	Log into your 1.	Log into your
2.    Once in your account, click on the "My Orders" link:
2.	Once in your account, click on 2.	Once in your account, click on
3.    When on the "My Orders" page, locate the order you are interested in from your order history and click on the button "I have a query on my Order":
3.	When on 3.	When on
4.     Simply follow the onscreen instructions to finalise your query submission - You can help us to answer your query swiftly by providing all the requested information:
4.	Follow on line instructions (which will vary depending on your question and your order status) and finalize your submission providing all the requested information: 4.	Follow on line instructions (which will vary depending on your question and your order status) and finalize your submission providing all the requested information:
If you are not a registered customer and/or your query is not related to the above topics, please contact us using the following email address: ukstore.postsales@hp.com.

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How to cancel my order

How to cancel an order that hasn’t been shipped yet
We pride ourselves on our quick turnaround time and this means there is only a small window to cancel your order before it ships. Although we will try our best to assist you we cannot guarantee we will be able to cancel your order in time.

You can cancel items or orders that haven't been shipped from our warehouse by visiting the My Orders area of the site, please Click Here.
1.      Log into your “My Account” page, at the top right of the website and click on My Orders on the left hand side menu:
1.	Log into your “My Account” page, at the top right of the website and click on My Orders on the left hand side menu: 1.	Log into your “My Account” page, at the top right of the website and click on My Orders on the left hand side menu:
2.      Once you have located your order, click on the highlighted button “I have a query on my order”:
2.	Once you have located your order, click on the highlighted button “I have a query on my order”: 2.	Once you have located your order, click on the highlighted button “I have a query on my order”:
3.      Select an individual item or the whole order and send us your cancellation request by selecting the “I want to cancel my order” option from the first drop-down menu:
3.	Select an individual item or the whole order and send us your cancellation request by selecting the “I want to cancel my order” option from the first drop-down menu: 3.	Select an individual item or the whole order and send us your cancellation request by selecting the “I want to cancel my order” option from the first drop-down menu:
After submitting the cancellation, subject to timing,  we will send you a confirmation message to the e-mail address on your account.

Orders that are already shipped from the warehouse cannot be cancelled; they must be returned to HP. For more information about returns, please consult our Returns, Refunds and Replacements section.

Please note, customised PC orders cannot be cancelled once the order is processed.

HP reserves the right to cancel any accepted order prior to delivery, at HP's discretion (whether or not payment was made), in case of any material errors in connection with your order, the price or other conditions published in the HP Store relevant for your order, or if any further verification of your credit conditions or records so warrants. If payment was made and your order is cancelled, HP will issue an appropriate credit to your account (or may contact you to collect information in order to do so).

To make an amendment to your order please contact our team soon as possible using the following email:  ukstore.postsales@hp.com.



Refund process for cancelled physical products by payment methods
Credit Card
No refund is necessary as your credit card has not been debited. We only take payment when we dispatch your order but your bank may have reserved these funds as a preauthorization. Your money will be visible in your account within a few days subject to your credit card provider’s policy.

PayPal
In this case, we will refund your account after the cancellation is processed. The funds should appear back into your bank account within 5 business days subject to standard banking practice.

Wire transfer or Open Invoice
If this is your payment method, we will refund your account after the cancellation has been processed/confirmed. When requesting the cancellation of an order/item (as described above), you will have a free text field where we strongly recommend you to include your Bank Details (Account Holder Name | IBAN | Swift Code) so our Post Sales team can proceed with your refund.


Refund process for non-physical products
If your order is an HP Service (Such as Care Packs) the following differentiation will apply:

  • If you are a Business Customer, as per our Terms and Conditions: any services provided prior to notice of cancellation will be chargeable to you and you will only receive a partial refund. If the entirety of services have been provided prior to notice of cancellation, you will no longer be eligible to receive any refund.

  • If you are a Consumer Customer, as per our Terms and Conditions: (1) if you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract; and (2) if the entirety of services have been provided prior to notice of cancellation, and the performance begun with your prior express consent and with the acknowledgement that he will lose his right of withdrawal, you will not receive a refund at all.

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How to change My Account settings

After signing in to your HP Store Account (In addition to the My Orders section), you will find the following options:

My Quotes
You have the option of contacting our agents directly to ask for a quote. All  quotes you have requested will be listed in this page and you can review them according to the date they were issued.

My Saved Cards
Your preferred Credit Cards details that you chose to save while submitting your order will be listed in this page.

My Personal Information
This page contains the personal information related to your HP Store Account. By clicking on the button modify you can make changes to your details.

Your email address is the only field that cannot be modified as it is directly linked to your HP Store Account. If you would like to use a different email address, you need to create an additional account with the new email address.

My Addresses
You can add shipping and billing addresses here and for easy reference you can assign them a memorable name such as "home" or "work". By doing so you will be able to easily identify and select the address next time your place an order and save you having to enter all the details again.

Below each address on your list you also have the option of editing the address details, or deleting an entry if no longer required.

Password Reset
Here you can quickly change your HP Store account.

Click on the modify button, then click on the reset password  link where you will be directed to a page where you will be asked to confirm your Username - this is the email address that you used to register your account.

Once you have submitted your request, you will receive an email containing the instructions with the final steps to reset your password.

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