| Q. | I filled my basket with the items I wanted and then logged on to another website, when I returned back my basket was empty? |
| A. | To protect your security this site does not use cookies and so is unable to store orders unless you have completed the transaction.
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| Q. | How do I order a product? |
| A. | On the left hand menu click on the product category that you are looking for e.g. ‘Desktop PCs and Monitors’. This will take you to the page which lists all the items available under that category. If there is stock available you should see a ‘buy’ option. Click on ‘buy’ and enter the details required. If the product is not in stock you will see an “email me” button. Click on this, enter your details and you will be emailed when the item is back in stock.
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| Q. | How can I pay for my order? |
| A. | You can pay for your order using either a debit card or credit card. We do not accept cash or cheque. The debit cards that we accept are Visa and Meastro/Switch, but not Solo cards. The credit cards that we accept are those bank and store cards issued by Visa and MasterCard, but not Amex, Diners, or other store cards. If you have opted for the 'Verified by Visa'or 'MasterCard SecureCode' security on your credit card then you will need to know your PIN/password to complete your order with Virgin Media.
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| Q. | I entered my credit card details online, why are they not being accepted? |
| A. | Please double-check that you have entered the card number exactly as you see it on the card. The address you registered the card with needs to correspond to the address you entered while placing your order. You need to make sure the start date or expiry date appears exactly as it does on the card.
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| Q. | What is a Basket? |
| A. | The Virgin Media online shop works on the same principal as shopping in your local store. You choose the product you want and then put it in your basket and continue shopping or proceed to the checkout. If you click continue shopping, you can then add more items to your basket. The contents of your basket are displayed on the view basket.
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| Q. | I Cannot Print Out My Order Details? |
| A. | You need adobe acrobat reader installed on your computer to be able to print out a copy of your order. There should be a link which automatically pops-up if you do not have it installed.
If you need to download it from Adobe directly please visit the Adobe website here .. 
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| Q. | Items are not being removed from the basket when I click on empty basket, why? |
| A. | You need to click on ‘empty basket’ once and wait for the page to be refreshed then you need to click on ‘empty basket’ again to confirm that you want to empty the basket.
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| Q. | Why does it tell me that there is no stock available when I click on place order? |
| A. | This means that the specific product is out of stock and needs to be ordered. You can click on the ‘email me’ button and then enter your email address. We will then contact you when the product is back in stock.
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| Q. | How do I view the specifications of a specific product? |
| A. | Underneath the product name and description click on the ‘find out more’ link and the full product specifications will be displayed.
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| Q. | I made the wrong choice of product, how do I change the choice I made? |
| A. | In your basket you can change the quantity of the product. Click on ‘empty cart’ and then ‘empty cart’ again to confirm, then click on ‘continue shopping’ and choose the correct product. Click on ‘view basket’ to see which items you currently have chosen.
If your credit card details have already been processed and the order has been confirmed you will need to call customer care on 0808 238 0051.
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| Q. | How do I change the quantity of the product I ordered? |
| A. | Click on the white ‘change quantity’ box, change the amount in the box and then click on the green ‘change’ box. The change will then be reflected in your basket.
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| Q. | How many items does a basket hold? Is there a limitation? |
| A. | No. You can buy as many products as you want as long as the items are in stock.
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| Q. | I am not able to complete my order as the website tells me that I need to accept the terms and conditions. Why? |
| A. | You need to agree to our terms and condition of sale in order to complete your purchase.
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| Q. | I am placing an order online and the address definitely corresponds 100% correctly with the debit/credit card that I have. Why is it telling me that the transaction could not be completed? |
| A. | You need to make sure that you include your house number in "Address line 1".
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| Q. | Is there a way I can place the order over the telephone? |
| A. | No. This cannot be done due to credit card fraud and security reasons.
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| Q. | What if I am not home to receive the package I ordered? |
| A. | The delivery company will leave you a card and they will try to deliver the next working day.
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| Q. | Can I ask the delivery company to leave the package with a friend or neighbour? |
| A. | No. The delivery company will only deliver to the address that your credit card is registered to.
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| Q. | What happens if I am not able to receive the delivery? |
| A. | The package will be returned back to Virgin Media and a refund will be issued automatically less delivery costs.
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| Q. | Will the delivery company put the package through the letter box if I am not home? |
| A. | No. The package needs to be signed for so the delivery company will leave a calling card with their details and they will try to deliver the package the very next day unless you call and arrange a delivery time that is more convenient to you.
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| Q. | I ordered the incorrect item(s) and I have not opened the package. Can I return the item(s) for a full refund? |
| A. | Yes. Please call customer care on 0808 238 0051 to arrange for the return of the item(s) and a refund less shipping costs.
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| Q. | I have been sent the wrong product. E.g. I ordered a black keyboard and received a white keyboard how do I get this exchanged for the correct product? |
| A. | Please call customer care on 0808 238 0051 to arrange the return and replacement of the item(s).
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| Q. | Can I return a software package that was ordered incorrectly? |
| A. | Yes. As long as the vendor seal on the software has not been broken and the packaging is still sealed. If the vendor seal and packaging has been opened you will not be able to return the software.
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| Q. | Can I return a memory module that was ordered incorrectly? |
| A. | Yes. As long as the vendor seal on the memory module has not been broken and the packaging is still sealed. If the vendor seal and packaging has been opened you will not be able to return the memory module.
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| Q. | How long does it take for the goods to be replaced? |
| A. | When you call up, we generate an RMA (return number) for you. Once we give you this you must contact Initial City Link on: 08000185252 to arrange collection, quoting your RMA number. Citylink then pick up the goods and inspect the goods which can take up to 48 hours. Once this is done the re-credit process occurs which can take up to 72 hours.
Please take into consideration the time it takes for your credit/debit card company to re-credit your card.
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| Q. | How do I obtain this RMA number? |
| A. | We will send this to you via email or we will call you and give you the details once we have authorisation.
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