F.A.Q. Frequently Asked Questions.

Deliveries

Who do you use for deliveries?
We use the Royal Mail to send our items unless the item is particularly heavy, in which case we will use a courier. Depending on the value of the goods delivered we may also send them Recorded, or Special Delivery.
Where do you deliver to?
We deliver to the United Kingdom this includes England, Scotland, Wales, Northern Ireland, the Isle of Wight, the Isle of Man, Channel Isles and all BFPO addresses.
We also ship to the following countries - Andorra, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Switzerland, Vatican City.
What if my item hasn't arrived when I expected it to?

UK Deliveries

We send our items via the Royal Mail. Deliveries should arrive within 3-5 working days of being posted. The Royal Mail state that 90% of their First Class mail arrives the next day, and 90% of their Second Class mail arrives in 2 days, but if yours doesn't they have the following advice:

Is it less than 4 working days since the item was posted to you?

If so, hold tight, it's probably on its way but may have been held up by an incomplete address, no Postcode, or unusual circumstances.

Has it been between 4 and 14 working days since the item was posted to you?

If so, your mail is officially delayed and you should check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where mail may be left if it cannot fit through your letterbox and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection.

Have 14 working days passed since the item was posted to you?

The Royal Mail will now class your item as lost. You must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the Royal Mail in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at returns@legs11.com, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace items that the Royal Mail has lost until after 14 working days have passed.

Non-UK Deliveries

Delivery to Non-UK destinations vary. Many European deliveries are sent via your local postal service, for example, Deutsche Post in Germany or La Poste in France, and can take only 3 or 4 days to arrive. Other destinations use different services.

For deliveries to Non-UK destinations we must wait until 20 working days for deliveries to Europe, and 25 working days for the rest of the World have passed before we can officially class your item as lost. If this is the case you must email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the delivery company in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund.

Please send us an email at returns@legs11.com, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the Royal Mail for compensation and your letter will be used as evidence.

NOTE: We cannot refund or replace lost items destined for Non-UK addresses until 25 working days have passed.

What happens on Bank Holiday Weekends?

Please allow additional time for your orders to arrive over the bank holiday. We suggest allowing an additional 2-3 days for your packages to arrive to allow for delays within the Mail.

Returns

Information on the Waste Electrical and Electronic Equipment Directive (WEEE Directive)
A. All Electronic and Electrical Equipment (EEE) placed onto the market from January 2, 2007 must be marked with this symbol to indicate that it is covered by the WEEE Directive, the provisions of which require that producers or manufacturers of EEE become liable to pay for take-back treatment and recycling of end of life equipment (WEEE):
  • What are legs11.com's obligations according to the WEEE Directive?
    As a distributor of EEE legs11.com, must facilitate the take-back of household WEEE from UK consumers and has decided to fulfil its obligations in this area by joining the Government approved "Distributor Take-Back scheme" (DTS) set up by Valpak. By joining the Valpak scheme legs11.com is contributing to the establishment of a network of Designated Collection Facilities (DCF) where consumers may dispose of their WEEE free of charge for recycling and treatment in an ecologically sound manner. In this way legs11.com can ensure that WEEE is disposed of by customers in a way that optimizes its re-use and recycling. The recycling and treatment of WEEE itself is part of the producer's obligation under the WEEE Directive. As a consequence of our membership of the Valpak scheme legs11.com will not accept returns of household WEEE itself and cannot accept WEEE returns for recycling, neither do we make arrangements for its collection.
  • How does legs11.com ensure safe disposal of my WEEE?
    legs11.com has decided to join the Distributor Take-Back scheme (DTS) commissioned by the British Retail Consortium. This scheme is run by Valpak who are officially approved by the Government. As part of this scheme we ask that you take your old piece of equipment to a designated collection facility (DCF) run by Valpak in your area. An online search facility to help you identify a DCF near you is available on the following website:
    www.recycle-more.co.uk
  • Are there any other ways of disposing of my old electronic equipment?
    If your old piece of electronic equipment is still in a good working condition or could be repaired for further use, please consider donating it to a charitable organisation or by giving it to someone else in need. By extending the lifetime of your old equipment you are also contributing to the efficient use of resources and avoiding additional waste.
  • Please note that from July 1, 2007, it will be possible for you to dispose of your WEEE and ensure that it is recycled. EEE may contain hazardous substances which, if exposed, may have a serious detrimental effect on the environment and human health. That is why all WEEE that you volunteer for recycling will be specifically collected and treated by designated local waste facility centres and by licensed WEEE compliance schemes. By ensuring that you dispose off your old electrical and electronic equipment according to the new WEEE legislation you are helping to preserve our natural resources and protect human health.
  • What is the WEEE Directive?
    The production of electrical and electronic equipment is one of the fastest growing domains of manufacturing in the western world, and with broad consumer take-up of products in this area, there is also a mounting issue of waste. In June 2000, the European Commission put forward proposals to address this issue, and in December 2002 these were passed as the EU Waste Electronic and Electrical Equipment (WEEE) Directive.

    For the UK, the WEEE Regulations were laid before Parliament on December 12, 2006. The main requirements and obligations on producers and distributors of Electronic and Electrical Equipment (EEE) came into effect from July 1, 2007.

    The major provisions of the WEEE Directive are:
    • All manufacturers (or anyone else selling a product on the market in the EU) are liable to pay for take-back, treatment and recycling of end-of-life equipment.
    • Improve re-use/recycling of WEEE.
    • Ensure the separate collection of WEEE.
    • Inform the public about their role in dealing with WEEE.
  • Which products fall under the legislation and how do I recognise them?
    The WEEE Directive divides Electronic and Electrical Equipment into ten categories:
    • Category 1 - Large household appliances (fridges, cookers, microwaves, washing machines, etc.)
    • Category 2 - Small household appliances (vacuum cleaners, clocks, toasters, etc.)
    • Category 3 - IT and Telecommunications equipment (PCs, mainframes, printers, copiers, phones, etc.)
    • Category 4 - Consumer equipment (radios, hi-fi, musical instruments, videos, camcorders, etc.)
    • Category 5 - Lighting equipment (fluorescent tubes and holders, sodium lamps, etc.)
    • Category 6 - Electrical and electronic tools (drills, sewing machines, electric lawnmowers, etc.)
    • Category 7 - Toys, leisure and sports equipment (electric trains, games consoles, exercise machines, etc.)
    • Category 8 - Medical devices (analysers, dialysis machines, medical freezers, etc.)
    • Category 9 - Monitoring and control equipment (smoke detectors, thermostats, scales, etc.)
    • Category 10 - Automatic dispensers (hot drinks machines, sweet and chocolate bar dispensers, cash machines, etc.)
How can I recycle my old batteries
Under the Waste Battery Regulations, we are now offering a take back scheme for all portable waste batteries. We will accept the return of your waste batteries at our head office, or, alternatively, you can find your local waste portable battery recycling facility at http://www.recyclenow.com. Most Supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, schools or libraries may also set up collection points. End-users may find stores in their local area more accessible.

Please do not return your used batteries to us via mail.

Ordering

About our prices
All prices listed on the site include VAT (where appropriate). Some items priced less than £18.00 may be fulfilled by Online Commerce GmbH (Switzerland) based on stock availability and will not incur VAT. This will be confirmed on the dispatch email. Delivery from Online Commerce GmbH (Switzerland) is still by Royal Mail Post and takes on average 3 to 4 days. As no VAT is incurred we will not provide a VAT receipt.
What types of payment do you accept?
We accept payment by credit or debit cards. We do not accept payment by cheque or postal order.
Do you have a price match policy?
No. We do not have a price match policy.
Do you take telephone orders?
No. Unfortunately, we are unable to take telephone orders.

Your Account

How do I create an account
You will be given option to create a new account when you place an order or go to My Account.
How do I change my password?
Logon to your account. Once you are logged on, under Account Settings you will find the option Change Password.
What do I do if I've forgotten my password?
If you have forgotten your password, make sure you are not log on, then click on the My Account at the top of the page. This will take you to the logon page. Click Forgotten your password? and follow the instructions there.
How do I change my Email address?
Logon to your Account. Once you are logged on, under Account Settings you will find the option Change Email Address.
Where's my stuff, how do I track my orders?
Logon to your account. Outstanding Orders or View All Orders will show your order details.

About Us

Who are you?
legs11.com is owned and operated by Online Commerce Ltd., a UK registered company.

To contact Online Commerce Ltd. you can write to

Online Commerce Ltd.
1 A P Ellis Road
Upper Rissington
Cheltenham
GL54 2QBB