subtel FAQ - Frequently Asked Questions
Find answers to common questions and queries about subtel.co.uk in regards to everything from compatibility issues, online support and exchange and return policies. If you have a problem that's not covered in this FAQ, please contact us at info@subtel.co.uk.
Deliveries within the UK usually take between 2-4 working days.
You can contact our customer service by either email or phone:
E-Mail: info@subtel.co.uk
Telephone: 0808 / 1315 150 (Mon-Fri, 10am-9pm)
If you have an order number, please reference when contacting us to help us in finding a fast solution.
If your parcel has not arrived within the specified time, please contact our customer service team at info@subtel.co.uk for help and further options.
If you have received an incorrect product, please contact our customer service department at info@subtel.co.uk, explaining the problem. Please include photos of the product received to enable us to resolve your problem as quickly as possible.
Payment options
You can pay for your purchases using either:
- Paypal
- Credit card (VISA, Mastercard, American Express and Maestro)
- Apple Pay
- Google Pay
You will receive an electronic receipt via email once your order has been processed, as well as a physical copy within your package. For subtel account holders, you can also download all invoices and receipts from your customer account.
Exchanges and returns
Returns can be made for a period of up to 30 days after the receipt of your delivery. After this period, it is no longer possible to request a return with refund. For more information on our returns policy, click the "Returns policy" link in the navigation bar.
In order to process your return as quickly as possible, please send your order or the product you wish to return, together with a copy of the invoice, to the following address:
Basepoint Business Centre (Reception)
Shearway Business Park,
Folkestone Enterprise Centre,
Shearway Road
CT19 4RH Folkestone
In order to make a return request, please contact us by either email (info@subtel.co.uk) or telephone (0808 / 1315 150).
Returns are only valid within 30 days of you receiving the delivery.
Refunds
You will receive a refund as soon as we have received your items and processed the return. Refunds are made to the same payment method used to place your order. The time it takes to receive the refund may vary depending on the reason for your refund request and delivery times.
Customer account advantages
If you've used an incorrect email or delivery address when placing your order, please contact our customer service directly at info@subtel.co.uk.
If you have any problems with your account password, please click on the "Forgotten your password?" button found below the password field. You will then be asked to enter your email address and will receive an email enabling you to reset your password.
If you wish to add a delivery address for future orders, simply log into your customer account, go to your personal settings and click on "Register New Address". Once registered, you can set the new address as your default address.
3-year warranty
subtel GmbH offers a 3-year warranty on all products. After this period has expired, the warranty is no longer valid. You can find further information on our "Warranty" page.