Frequently Asked Questions
Everything you need to know about software delivery, activation, shipping, returns and order support.
? How quickly will my software order arrive?
Most eligible digital products are delivered automatically once your payment has been successfully processed.
In most cases, your licence information and download instructions will be available within a few moments.
? My licence email has not arrived. What should I do?
Start by checking your Spam, Junk and Promotions folders, as automated delivery emails can occasionally be filtered.
If you still cannot locate it, contact our support team with your order details and we can check the delivery status.
? Where can I find my download?
Download instructions are normally included with your digital order confirmation.
Customers with an account may also be able to access eligible downloads and order information from their account area.
? What happens if my licence will not activate?
Before contacting support, we recommend checking:
- The licence has been entered exactly as supplied
- You have installed the correct edition or version
- Your device has an active internet connection
- Any previous incompatible installation has been removed
If the problem continues, contact us with your order details and any activation message shown on screen.
? Are digital products covered if there is a problem?
Eligible digital licences include a 30-day activation support period.
Where a supplied licence is confirmed to be defective, we will work with you to resolve the issue and provide a suitable replacement where applicable.
? Can digital products be cancelled or refunded?
Digital products are different from physical goods because licence information and download access cannot normally be withdrawn once supplied.
- Orders may be cancelled before digital delivery takes place
- Delivered licence keys are normally non-returnable
- Downloaded or revealed digital content may be non-refundable
? What UK delivery services are available?
Physical products such as DVDs, USB drives, SSDs and M.2 drives are sent using tracked delivery services.
? When will my physical order be dispatched?
- Orders placed before 2pm are normally processed the same working day
- Orders placed after the cut-off are processed the following working day
- Weekend orders are processed from the next working day
- Next-working-day services are subject to the stated ordering cut-off
? Will I receive parcel tracking?
Where a tracked delivery service is used, tracking information is provided once your parcel has been processed by the carrier.
Please allow a short period for tracking information to become active after dispatch.
? What happens if I miss the delivery?
Depending on the carrier, another delivery attempt may be made or your parcel may be taken to a local collection point.
Check your tracking information for the latest instructions from the delivery provider.
? What should I do if my parcel is delayed or damaged?
If your expected delivery window has passed, please contact us so the shipment can be investigated.
For damaged deliveries, keep the packaging and take clear photographs of both the parcel and the affected item before contacting support.
? What warranty is provided with physical products?
Physical products are supplied with a 30-day return period unless otherwise stated on the product page.
If an item develops a confirmed fault during the applicable warranty period, contact us so we can advise on the appropriate resolution.
? How do I return a physical item?
Please contact us before returning an item so we can provide the relevant return instructions.
- Return all supplied accessories and components
- Package storage devices securely to prevent transit damage
- Use appropriate protective packaging
- Keep proof of postage until the return has been completed
Refunds are processed after the returned item has been received and checked.
? Can one licence be used on several computers?
Device limits depend on the specific licence supplied with the product.
Check the product description for details such as single-device, multi-device or subscription-based licensing.
? Will I receive proof of purchase?
Your order confirmation provides a record of your purchase.
If you require additional order documentation, contact support with your order reference.
