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Frequently Asked Questions

Delivery

Guarantee Registration

Cancellations, Returns & Refunds

Help with buying

Help with my machine





Q- I've received an item that doesn't match the listing description, what should I do?
A: If you receive an item that's different, damaged or otherwise not as described in the item listing, please let us know as soon as you can – we're here to help and would appreciate the opportunity to put things right.
Email: ebayteam@dyson.co.uk
Call: 0800 954 0150, Monday to Friday 8am - 8pm, Saturday and Sunday 8am - 6pm

Q- When will I receive my order?
A: We'll usually deliver your item(s) within 1-2 working days of your order being placed. But please note that delivery timescales may be subject to change during peak periods.
You can review the estimated delivery time on the Order Details page. To find this page, look up the item you ordered in your Purchase history in My eBay and click on More actions and then View order details.
Your order will need to be signed for upon delivery. If no one is present at your address when Parcelforce call, the courier will leave a card notifying you of the delivery attempt. The card will also include instructions for how to collect your item or rearrange delivery for another day.

Q- Do you offer expedited delivery?
A: Unfortunately, we don't currently offer any other delivery options.

Q- Can I specify a delivery date or time?
A: Not at the moment – our courier delivers Monday to Friday 7am to 5.30pm only and we're unable to specify a delivery time.

Q- I've just placed my order, can I delay delivery?
A: Not at the moment – our courier delivers Monday to Friday 7am to 5.30pm only and we're unable to specify a delivery time.

Q- Will I get a tracking number?
A: Yes. Once your item has left our warehouse you'll receive an automated email from Parcelforce containing your tracking number. You can then enter this number at www.parcelforce.com/track-trace to follow the progress of your delivery.

Q- What happens if my order hasn't arrived?
A: If your order hasn't arrived within the estimated delivery timescale, please let us know as soon as you can.
The best way to get in touch is by emailing ebayteam@dyson.co.uk. We're here from 9am to 4.30pm on Monday to Friday, and we'll aim to respond to your query within 1 working day.
Alternatively, you can reach a Dyson expert by calling our UK based Helpline on 0800 954 0150. Lines are open from 8am to 8pm on Monday to Friday, and from 8am to 6pm on weekends. It's free to call from a UK landline.

Q- The delivery details I entered during checkout are incomplete, can you help?
A: There are occasions where we're unable to amend delivery details but we will always do our best to help. To avoid disappointment, please ensure that you provide full and accurate delivery details during checkout.

Q- I'd like to change my delivery address. Is it too late?
A: Once your item has left Dyson, we're unable to amend your delivery address until our courier has attempted delivery at the address provided during checkout.
Please note re-delivery is free of charge unless Saturday delivery is requested where there may be a fee. Re-delivery to a new address may incur a re-direction fee.

Q- How do I register my machine to receive my free Dyson guarantee?
A: To register your Dyson product, please call our Helpline team on 0800 954 0150 or register online here: http://www.dyson.co.uk/product-registration/select-product.aspx

Q- Why should I register my Dyson?
A: It'll allow us to help you faster if you ever need support. By taking just a minute to register your machine, you'll also get:

  • Exclusive owner offers you won't find anywhere else
  • Activation of your free Dyson guarantee
  • Access to instant online support and rapid repairs
  • First chance to own our latest technology

Q- I've received the correct item, but I've changed my mind and don't want it anymore, can I return it?
A: It's ok if you change your mind. Returns are free within 30 days of receiving your item(s); so if you haven't quite found the right machine, or it's not what you expected, just let us know and we can arrange to collect your item(s) for free.
To arrange collection for a refund, please call our Helpline on 0800 954 0150: Monday to Friday 8am - 8pm, Saturday and Sunday 8am - 6pm

Q- When will I receive my refund?
A: Once we receive your returned order, our engineers will inspect the item(s). If everything looks good, we'll refund you via PayPal within 5 working days.

Q- My machine has a fault – can you help?
A: If you need help fixing your Dyson machine, please let us know as soon as you can and we'll do our best to get your machine working properly again.
There's also lots of help and support available online to help you resolve most of the common issues that Dyson machine owners may encounter. Just select your machine at www.dyson.co.uk/support and follow the instructions.

Q- Can I make an offer for an item?
A: No, all of our items are sold using the fixed-price ‘Buy it now' format. Refurbished and end of line machines are offered at a reduced price, and we're unable to offer further discounts on these items.

Q- Do I get a guarantee with my purchase?
A: Yes – every machine bought from the Dyson Outlet eBay store comes with a free Dyson guarantee as follows:

Upright and cylinder vacuums

Brand new – 5 year guarantee
Refurbished (B grade) – 2 year guarantee

Cordless and handheld vacuums

Brand new – 2 year guarantee
Refurbished (B grade) – 1 year guarantee

Fans and fan heaters

Brand new – 2 year guarantee
Refurbished (B grade) – 1 year guarantee

Q- What is covered by the free Dyson guarantee?
A: For full information please see our terms and conditions.

Q- What is a refurbished machine, and why is it cheaper?
A: All refurbished machines sold via the Dyson Outlet store have had minimal use. They are either ex-demonstration or retail display models, or usually return orders from customers who have changed their mind after opening the box.
Each refurbished machine is stripped down, cleaned, rebuilt and tested by a Dyson engineer – restoring it to ‘nearly new' standard. We're so confident in the quality of these machines that we offer a guarantee on all refurbished products. Refurbished (B grade) uprights and cylinders are guaranteed for two years. Refurbished (B grade) handheld and cordless vacuums, fans, heaters and humidifiers are guaranteed for one year.
Please note we call our refurbished items grade B. This is to differentiate our refurbished items from our brand new items, which we refer to as A grade.

Q- I've seen the same model elsewhere on eBay for less, why is this?
A: Other eBay sellers may occasionally offer lower prices, but buying direct from the Dyson Outlet store is the only way to ensure you're buying a genuine Dyson machine.
For refurbished items, buying from us is also the only way to ensure that your machine has been refurbished by a Dyson engineer, using genuine Dyson parts where necessary.
On top of this, all machines bought via the Dyson Outlet store have a genuine Dyson guarantee – giving you peace of mind and access to our award-winning UK based customer support, should you need it.

Q- One of your item listings has ended – will you receive more?
A: Our stock levels are updated on a daily basis and change frequently – please keep checking back to view our listings.
If you're looking for a particular item, you may wish to add the Dyson Outlet store to your favourite eBay sellers – you'll receive updates as soon as we add new items to the store.

Q- How much does delivery cost?
A: We offer free delivery on all items purchased from the Dyson Outlet store. We deliver to UK mainland addresses (including the Isle of Man, Isle of Skye and Isle of Wight) and the Channel Islands.

Q- Will my item come boxed?
A: Yes, your item will arrive in its original retail packaging or, if it was replaced during the refurbishment process, it'll arrive in a brown mail order box.

Q- Can I leave special instructions for the courier?
A: Unfortunately we're unable to pass on any additional information to Parcelforce.

Q- Can you send me a VAT receipt?
A: Yes, please request a VAT receipt for your order by emailing us at ebayteam@dyson.co.uk – it'll arrive separately to your order and can take up to 30 days to arrive in the post.

Q- I live in Jersey/ Guernsey; can I claim the VAT back?
A: Yes, please email us at ebayteam@dyson.co.uk once you've completed your transaction and we'll refund the VAT via PayPal within 5 working days.

Q- Is VAT included in the price of your items?
A: Yes, the price of items listed on the Dyson Outlet store includes VAT (where applicable) at the appropriate current rate chargeable in the UK.

Q- Can I collect my order?
A: Sorry, we're currently unable to offer a collection service.

Q- Can I buy one of your items if I live outside the UK?
A: No, we can only accept payment from UK registered addresses.

Q- Do you deliver outside of the UK?
A: We currently deliver to UK mainland addresses (including the Isle of Man, Isle of Skye and Isle of Wight) and the Channel Islands only.

Q- Can I pay by cheque, postal order or banker's draft?
A: No, we can only accept payments made through PayPal.

Q- Does my order have to be delivered to my home address?
A: No, we'll deliver to any UK mainland address you provide us with.
The only exception to this is BFPO addresses, due to a parcel size limit imposed by the BFPO. In this instance, please provide an alternative delivery address through your PayPal account during the checkout process.

Q- Do I have to be an eBay member to make a purchase?
A: Yes, you'll need to be a full eBay member and have a PayPal account.

Q- When do you leave feedback for buyers?
A: We'll leave buyer feedback on receipt of payment.