Contact Us
For FiberCatcher® Filter queries, please call 0333 207 9920* and choose option 2 to speak to one of our Customer Service advisors.
Phone lines are open: Mon – Fri, 9.00am – 5.00pm
(closed weekends and UK bank holidays)
*Call charges may vary according to your telephone service provider.
Grundig Customer Services
Greenhill Crescent
Watford
Herts
WD18 8QU
UK
Registration Information:
Number: 02415578
Place: England and Wales
Company VAT registration No:
GB54 1261 377
FAQ's
Which payment methods do you accept?
We currently accept Visa and MasterCard credit and debit cards online
How secure are my personal details on your website?
Our website uses industry standard security to protect both the data we collect on the website and the data we store online. We use SSL which ensures the data you enter on our website is encrypted before being sent to our website. The data that we store on our website is regularly audited for best security practices so you can rest assured the data we have is protected.
If I'm buying more than one product can I receive a discount?
We offer multi-buy discounts for our FiberCatcher® filter.
I have ordered from you in the past. Do I have to enter my details again?
Unfortunately, at this present moment, we don’t offer the ability to save your details for ordering again. Please place another order on our website with your details again.
I run a business. Do you send V.A.T. invoices?
Yes. We will send you a V.A.T. invoice when we dispatch your order.
When do you take payment for my order?
We take payment once you have entered your payment details online and have submitted the order.
My payment is not going through. What is the problem?
Please ensure that your address, including postcode, has been entered correctly. When registering your account your address needs to be the same address as your credit / debit card's registered address. Please also ensure that your card details have been entered correctly.
During the checkout process you can change your delivery address to an alternative address, by clicking on ‘Select Address’.
If you have recently changed home addresses and have not informed your bank of the change of address, the payment will not go through. If you're certain the address you have entered is the same as the address your bank account is registered to, please get in touch with your bank for an update.
I am having problems placing my order online.
If you are having issues with making a payment online, please refer to our FAQ above. For any other issues in placing an order online, please call our customer service advisors on 0333 207 9920.
Phone lines are open: Mon – Fri, 9.00am – 5.00pm
(closed weekends and UK bank holidays)
*Call charges may vary according to your telephone service provider.
I have a query on a product I'm considering purchasing. Who do I contact?
Our product pages have a list of features and specifications which may answer your query. If your query isn’t answered by the information on our product pages, please call our customer service advisors on the number above who will gladly assist with any queries you have.
Do you deliver on weekends?
We cannot deliver on weekends at this time. You can however place an order over the weekend for your order to be dispatched the next working day. It will be delivered within 5 working days.
How will I know when my order will be delivered?
We will aim to deliver all orders within 5 working days from the date of purchase. If you have not received your order within this period, please call our customer service advisors on 0333 207 9920.
Phone lines are open: Mon – Fri, 9.00am – 5.00pm (closed weekends and UK bank holidays)
*Call charges may vary according to your telephone service provider.
I need to change the delivery address. How can I make this change?
For your own safety and security, we will not be able to change the delivery address once the order has been placed. If you need to change the delivery address, you will need to cancel your order and place a new order with you preferred delivery address. Please refer to our Cancellation section for further information.
Can I reschedule the delivery of my order?
Unfortunately, we do not have the ability to reschedule delivery of orders.
How can I track my order?
Unfortunately, we don’t have the ability to track orders at present.
How long does delivery take?
We aim to deliver all orders within 5 working days. Our working days are Monday to Friday, excluding bank holidays.
What time will I receive delivery?
Deliveries are made by Royal Mail and unfortunately they don’t offer a fixed time for delivery.
Which courier do you use?
We currently partner with RoyalMail for delivery services.
How can I change my contact details?
If your order has not been dispatched, you can change your phone number or e-mail address by calling us when our customer service lines are open. Please see above for our opening hours. We will then update your details on our system. For your own safety and security, we will not be able to change the delivery address once the order has been placed.
Which locations do you deliver to?
We currently deliver to U.K. postcodes only, excluding Jersey, Guernsey, Isle of Man and BFPO addresses.
Do you charge for delivery?
No, we offer free delivery.
How can I cancel my order?
To cancel your order, please call our customer services team on the number above. Unfortunately, we cannot administer online or e-mail cancellations at this time. If your order hasn’t been dispatched yet, we will administer your cancellation and you will be refunded within 14 days. If your order has already been dispatched and not delivered, please reject the order when it arrives with the courier so that the appliance is returned back to us. You will be refunded within 14 days of us receiving the order. If your order has been dispatched to you or you have received it, you must return it to us at your own cost. You will be required to provide proof of postage. Once we have verified the proof of postage, your refund will be issued. However, we may make deductions from the price for returns that may be incomplete with certain product parts missing or damaged.
I’ve changed my mind and want to return my order. What is the process?
From the date your order is delivered to you, you will have 14 days to inform us you would like to return it. The process of returning your order is:
- Keep the product in its original packaging and return via Royal Mail recorded delivery to the following address: Anca Burchel, BEKO plc. Unit 2, Canton Lane, Hams Hall Industrial Estate, B46 1GA
- Retain your proof of postage and/or dispatch receipt, then email the receipt and your original order number (beginning ‘501’), to [email protected]
- We will aim to issue your refund within 14 days of receiving the product.
Unfortunately, after 14 days from delivery, we do not accept returns.
The order I have received is damaged. What should I do?
Please let us know by calling us within 14 days of delivery. We will arrange an exchange.
I have returned my product . When will I receive a refund?
We will process a refund within 14 days of receiving the returned order. The refund will show on your bank/credit card statement within 3-5 working days of the refund being processed.
I have multiple items in my order. Can I return part of my order?
Unfortunately we can only accept a return of all items on your order.