Our General FAQ answers many common questions we receive at XChange. If you have further questions, please get in touch.
- Can I purchase any product as electronic delivery or boxed delivery?
- I need to upgrade my product, what information do you require to process my order?
- Do I need to pay sales tax?
- Can I pay via Paypal?
- I’ve just ordered a product for electronic delivery, when can I expect my order?
- I have an urgent requirement to use the software I just purchased, is there anyway to put a rush on my order?
- I’ve just ordered a product for physical delivery, when can I expect delivery of my order?
- Can I cancel my order?
- Do you accept returns?
- I’ve lost my serial number for a previous order. How do I get this again?
- Can I request a quote?
- Can I order products from XChange UK that are not listed on the website?
- I’m looking to find a solution for a particular workflow issue. Is there anyway to get pre-sales assistance?
- How do I subscribe to your company newsletter?
- Can we order and pay by PO on Net 30 terms?
- What is your support policy?
- Can I fax an order?
- How do I unsubscribe from your newsletter?
- What will my information be used for?
- What email address will my ESD product be delivered from?
Can I purchase any product as electronic delivery or boxed delivery?
Some products are available for electronic delivery only, some are available for boxed delivery only, and some are available for either electronic or boxed delivery. The product detail page indicates the delivery methods available for that specific product.
I need to upgrade my product, what information do you require to process my order?
The majority of our products require a previous serial number when purchasing the upgrade version. If that is a requirement for the upgrade you’re purchasing, this information will be requested during the ordering process. To ensure you submit your order with this information, please have your previous product serial number and/or product key handy at the time of order.
Does the price include VAT?
All prices are exclusive of VAT and delivery, all of which will be added to or charged at checkout. Customers located within any member country of the E.U. will not be charged upon validation of a VAT registration number at checkout. Customers located outside the U.K. and E.U. will not be subject to VAT.
Can I pay via Paypal?
Yes, we accept Paypal.
I’ve just ordered a product for electronic delivery, when can I expect my order?
XChange UK has thousands of products in stock every day which means we can offer rapid fulfillment of Electronic Deliveries in several business hours or less. Some products we sell have special requirements such as serialisation to a host application or verification of the previous serial numbers, or may otherwise be a special ordered itemed from our suppliers, so as a general guideline we advise that Electronic Deliveries are fulfilled within 24-48 hours to cover the diverse and unique range of specialist solutions we offer.
I have an urgent requirement to use the software I just purchased, is there anyway to put a rush on my order?
We understand deadlines and know you need to start using your product right away. We treat all orders urgently and process them in the shortest time possible. The majority of our products are delivered in less than several hours. If you need to use your product right away, and have not previously installed a trial version, you can check the product detail page to see if a trial version is available and in most cases, the trial versions are fully functional, so you would be able to begin using the product immediately and can simply activate the trial version into a full-non expiring version following delivery of your software licence.
I’ve just ordered a product for physical delivery, when can I expect delivery of my order?
Over 90% of physical orders are shipped same-day and delivered within 1-2 business days. If your order requires additional handling or administration, we will normally contact you to advise an ETA on your order delivery.
Can I cancel my order?
Because of costs incurred by XChange UK, any amendment or cancellation of any order received at XChangeUK.com may at our sole discretion be subject to a administration fee. A 10% administration fee may be deducted against the item value being credited, and any shipping charges associated with an amended or cancelled order for a physically delivered item will not be refunded. Customer is responsible for ensuring a valid, upgradeable software licence is held prior to the placement of any order for upgrades. In the event we are unable to provide delivery for an order because of no proof of ownership of an upgradeable version, a refund less 10% and any shipping charges will be made.
If your order has been delivered electronically or has been despatched for physical delivery, please see Do you accept returns (next article).
Subscription Licencing can be cancelled by logging in to your XChangeUK.com account then under the My Account menu click the Account & Orders button, select the relevant software subscription and click the Cancel button.
To avoid your subscription being charged into the next billing cycle, the subscription must be cancelled no later than 5 days before your next payment is due. For monthly subscriptions this means cancellation is required at least 5 days prior to next month’s payment coming due. Cancellations made less than 5 days from the next month’s billing date will result in a charge for next month’s subscription which would be your final payment.
Yearly subscriptions have the same cancellation period of 5 days prior to the charge coming due for the following year’s payment.
Do you accept returns?
Unless otherwise specified by a specific Manufacturer’s Warranty, products sold by XChange UK may only be returned for refund if: 1) the product(s) has remained unopened, 2) the return is instigated within 30 days from date of invoice, and 3) you have not received the serial numbers and/or installers electronically, by fax, or by any other means. All returns must be pre-approved by XChange UK and customers must first obtain a return-merchandise authorisation number (RMA) from XChange UK. At XChange UK sole discretion, XChange UK will for 30 days after date of invoice, replace the product or refund the purchase price for defective product the customer has purchased from XChange UK. XChange UK is responsible for shipping charges of defective merchandise returned to XChange UK. XChange UK will pay shipping for replacement products sent to the buyer. Returns instigated for any reason other than defective merchandise will be charged a 15% restocking fee.
Once a monthly or yearly software subscription has been purchased, no refunds are available. Services that have been rendered such as consultancy/integration or training are also non-refundable.
I’ve lost my serial number for a previous order. How do I get this again?
As a benefit to our customers, we store serial numbers for electronic deliveries made from April 2009. Provided you’ve ordered from XChangeUK.com, we will be able to retrieve serial number(s) for a previous order. Please contact us here and provide as much information as possible so that we may assist you. Please consider any previous company name and address information that would have been relevant at the time of purchase.
Can I request a quote?
We are happy to provide quotes for any products you request. Contact us here or call our sales department on +44 (0)845 259 0255 to request.
Can I order products from XChange UK that are not listed on the website?
If you are in need of a specific product which is not listed on our website, we are happy to research and source products specially for you. The closer the product relates to our portfolio, the greater the likelihood it is a solution we can supply for you. Please contact us here and provide as much information as possible.
I’m looking to find a solution for a particular workflow issue. Is there anyway to get pre-sales assistance?
Absolutely. We offer a comprehensive workflow and productivity consultation by phone and WebEx to provide our customers with valuable advice so they can make informed decisions on the best way to speed up and improve their current workflow. If you believe your company can benefit from a free workflow consultation, please let us know by completing a request here and we will be in touch shortly.
How do I subscribe to your company newsletter?
We’d love to keep you updated with the latest information about our solutions and other important news. To subscribe, please click here.
Can we order and pay by PO on Net 30 terms?
We do offer Net 30 credit terms for business accounts. Please contact us here with information on the products and quantities you wish to purchase and we can provide you with a Net 30 credit application.
What is your support policy?
We offer free email support to our customers. If you need technical support on a product you’ve purchased from XChange UK, please complete a support request form here and provide the product name, version number as well as the Operating System and version number you’re currently using along with a detailed description of the issue. Providing technical support to our customers is a priority to us and we therefore aim to respond to all technical support issues within 24 hours or less.
Can I fax an order?
For customers with qualified Net 30 accounts, you can email your PO sales@xchangeuk.com fax your PO to +44 (0)845 259 0256
How do I unsubscribe from your newsletter?
If you are currently subscribed to our newsletter and would like to be removed from these communications, we provide an unsubscribe option at the bottom left corner in every newsletter. We highly recommend using the link provided in our newsletter to unsubscribe from this service. If you’re unable to locate one of our recent newsletters, you can send a removal request to info@xchangeuk.com and please ensure that you email the removal request from the same email account you wish to unsubscribe. If for any reason it is not possible to send an email from the account that is receiving our newsletter, please specifically advise us in writing which email address needs to be removed so we can handle the request.
What will my information be used for?
Your information is used for product delivery and notifications of future software upgrades, updates and news.
What email address will my ESD product be delivered from?
The delivery will be issued from sales@xchangeuk.com
