Orders received on a working day (Monday – Friday, excluding Bank Holidays) will usually be dispatched the same day, provided the item is in stock and payment has cleared by 2 p.m. Orders placed at the weekend or on a public holiday will be processed the next business day. Once your payment has cleared your goods will be shipped using FedEx, our shipping partner. We use a scheduled next business day delivery service (we don’t deliver on weekends).
After your parcel has been booked for delivery you will receive an email notification/confirmation or text from FedEx. This will include an estimated delivery day and time which you can track via their website (a link will be provided). From here you may change the delivery options if necessary. Please ensure you check your spam/junk folders and add us to your safe list.
We insure each order whilst it is in transit until it is delivered to you. The courier will require a signature for any products delivered, at which point responsibility for your ordered products passes to you. We must be notified of any shortages or damage within 24 hours of your parcel being delivered and signed for.
Delivery is free to most mainland UK addresses, we cannot ship overseas (please see our distributor list for a list of overseas distributors). A delivery charge of £22 is applicable to remote areas of the UK, a list of these can be found below:
Channel Islands Post Codes: JE, GY
Islands Post Codes: HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Northern Ireland: All BT postcodes
Scilly Isles Post Codes: TR21, TR22, TR23, TR24, TR25
Scottish Highlands Post Codes: AB30-38, AB41-42, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH15-26, PH31-41, PH49-50
Isle of Man: IM1-9
Isle of Wight: PO30-41
We are unable to deliver to PO Boxes or BFPO addresses.
Accessories are dispatched via Royal Mail and may take 3 – 5 working days to arrive.
All dates and timescales are for guidance only and we cannot guarantee delivery times or slots. We cannot be held responsible for goods not arriving on an allocated day. The delivery time estimate also depends on the availability of the items, our courier partners’ dispatching schedules and routing, as well as traffic and weather conditions.
If you are not available to receive delivery then a card will be left and FedEx will attempt two further deliveries. If you fail to take delivery then the items will be returned to our warehouse and an additional delivery charge will be incurred.
VAT and TAX
All prices quoted on our website include VAT at the standard rate.
We reserve the right to cancel orders at any time.
You may cancel your order any time before the order is dispatched. Once your product is shipped, and you have received your shipping confirmation, the Returns and Exchanges Policy will apply.
If we cancel your order a full refund will be made direct to the method of payment on which you originally placed your order.
HAVE ANY QUESTIONS? CONTACT US
If you have any questions regarding our service, delivery or products then please send us an email, we endeavour to respond within 48 working hours of receiving the original enquiry.
Before contacting us you may find the answer to your questions here.
Products are guaranteed as outlined in our policy here. Users are encouraged to extend your guarantee by registering your purchase online. You can register your product here.
Guarantee periods are listed as below:
Loudspeakers: 3 years
Aego and Electronic products: 2 years
RETURNS AND EXCHANGES
If you wish to return any product purchased from our website please email firstname.lastname@example.org. You will need to include your invoice number, serial number, product type and state why you wish to return the item.
We will then contact you regarding our returns procedure.
Do not return any goods to us without contacting us first.
28-DAY RETURNS GUARANTEE OF AE ORDERS
We want you to be delighted with your AE product. Occasionally though, we realise you may want to return items. If for any reason you are unhappy with your purchase, you can return the item to us in its original condition within 28 days of the date you received the item.
All returns (including exchanges) can be made within 28 days of receipt. As a condition of eligible returns, all returned products must be unused and please ensure the original packaging, warranty card and all other accessories are included and are undamaged.
After your returns request has been authorised, you will then receive an email with instructions. Unless faulty, customers are responsible for returning their own items. All goods are subject to inspection upon return to determine if faulty or not.
Acoustic Energy Loudspeakers Ltd
16 Bridge Road
AE does not accept C.O.D. deliveries.
AE will not be responsible for any product(s) that have not been properly identified and authorised for return in accordance with our returns policy.
AE reserves the right to reject returns sent, or that have been communicated to us beyond the returns period limit, or items which are not in the same condition in which they were originally received.
RETURNS OF UNDELIVERABLE ITEMS
When we receive undeliverable orders returned to us due to incorrect address details, failed delivery attempts or refused by recipient, we will contact the customer to clarify delivery information or reasons for refusal. Depending on the situation, we may issue a refund or arrange re-delivery. A restocking/handling fee (10% of the original invoice price) will be deducted from the refund/charged before re-delivery.
RECEIVED AN INCORRECT / MISSING / DEFECTIVE PRODUCT
We do our best to ensure that all products are of a high quality and the correct orders are delivered before they leave the warehouse. In the unlikely event that your item has a defect or has been delivered wrongly, please send us an email at email@example.com with the following information:
- Your order number
- The issue with the product/delivery (e.g. incorrect, missing or defective item)
- Pictures, if applicable
- Your contact number and name for following up
Once the returned items are received and accepted at our warehouse they will be inspected under our returns policy. After an inspection of the items, the refund would be credited to the original payment method.
A restocking/handling fee (10% of the original invoice price) will be deducted from the refund (excluding items which, after inspection, are deemed faulty). AE will pay for the return shipping only if the return is faulty or in the event of an exchange.
Please allow up to 14 working days for the refund to show in your account due to varying processing times between payment providers.
If you would like to make an exchange, simply follow the above Returns Policy and indicate your exchange preference.
Pack the product you wish to exchange in the original packaging and return the product as described in our returns policy.
Once we receive your returned product, we will proceed with the exchange and re-send you the product as quickly as possible. It may take up to 7 working days for you to receive the exchanged product.
Please note that if the exchanged item you have requested is out of stock, the refund (subject to the restocking/handling fee) will be made via your original payment method.
METHODS OF PAYMENT
We accept multiple methods of payment which are processed securely via our gateway partner, Opayo.