QUESTION AIR
Delivery information
Standard Delivery – FREE
Express Delivery – Coming soon
Can you deliver to a different address than my billing address?
Yes, you can specify your preferred delivery address when you place your order.
Where do you deliver?
We deliver to most postal areas in the UK. We reserve the right not to deliver orders if we believe the address is not secure; for example, to a communal postal address or PO Box. If this affects your order, we will notify you as soon as possible.
In the event that we cannot deliver to you within the time specified when placing your order, or an item is out of stock, we will let you know and try to resolve the problem as quickly as possible. All new orders are taken as separate and are therefore treated individually.
How long does Standard Delivery to the UK take?
Please allow up to 5 working days for free Standard Delivery.
Are there any places where delivery might take longer?
There are a small number of postcodes, usually in remote rural areas, where we cannot guarantee delivery within our usual timescale.
What if I'm not in when you deliver?
Your order will be delivered anytime between 8am and 3pm and a signature will be required on receipt. UK orders are shipped by DHL for rapid delivery.
If you are not around to take delivery of your order, you can contact the carrier directly to rearrange or the carrier will leave a calling card informing you how to rearrange your delivery. Unfortunately you cannot change the delivery address for a redelivery.
How can I track my order?
You can track your parcel by e-mailing us and we can track it for you or e-mail you a tracking number that you can use on the DHL website www.dhl.com.
Refunds and Returns
Refund policy
What should I do if I no longer want the goods I ordered?
If, on receiving your order, you decide you do not wish to keep the goods, you can return any item you are not completely happy with within 14 days of the dispatch date for an exchange or full refund.
Within 7 days of receiving an item, you must obtain a return authorisation reference number by e-mailing us at customercare@intudigital.co.uk.
Write your return authorisation reference number on your original receipt and enclose it with the parcel you are returning. (Any items that are not accompanied by the returns number will not be accepted).
On receipt of the returned item, and in accordance with our refund policy, we will notify intu.co.uk to refund the payment card the price paid for the item. You will receive an email confirming that the refund has been actioned and your card credited.
For sale items, the return procedure remains the same, except goods must be returned to us within 7 days of the issue of your return authorisation reference number.
What should I do if I have received the wrong item, or the item is faulty?
In either event, please return the relevant item to us, as above, for an exchange or full refund. On receipt of the returned item, we will notify intu.co.uk to refund the payment card the price paid for the item.
What should I do if you have not sent me one of the items I ordered?
In this event, please contact our customer service team from 10am to 5.30pm Monday to Friday (excluding UK public holidays) on +44 (0) 207 960 1360 or email customercare@intudigital.co.uk.
Paypal returns
Please note, orders paid for using Paypal cannot be returned to stores.
Returns to store (UK only)
Can I return an item to a Question Air store?
Unfortunately this service is not currently available when you purchase with intu.co.uk.
What is the procedure for returning an item to Question Air by post?
Post the item back to us within 14 days using registered post or DHL. Please note that the postal costs for returned goods are the customers responsibility and will only be reimbursed if the goods are damaged, faulty or incorrectly supplied.
Obtain your return authorisation number within 7 days of receiving an item and write your return authorisation reference number on your original receipt and enclose it with the parcel you are returning. (Any items that are not accompanied by the returns number will not be accepted).
Please ensure you request a proof of posting certificate.
Returning Goods
This Part sets out the terms that govern your right to return any Goods that you do not want to keep.
When we deliver your Goods to you we will include a returns slip, and information on how to return Goods to us. If you want to return any items you must complete the returns slip and enclose this with the items you are returning.
You can, at any time within 7 days of receiving Goods from us, cancel your contract and return any Goods to us. You will need to obtain your return authorisation number within 7 days of receiving an item and write your return authorisation reference number on your original receipt and enclose it with the parcel you are returning.
You must then, within 14 days of receiving the Goods, return the Goods to us by sending them in a securely wrapped parcel to the Returns address. Once you decide to return the Goods you must not use them and must take reasonable care of them while they remain in your possession. The Goods must be returned to us intact, undamaged as soon as reasonably possible. We will notify intu.co.uk to refund to the payment card the price paid for the Goods returned.
Your rights under this Part are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.
Nothing under these terms and conditions affects your statutory rights.
General terms relating to our relationship with you
This Part sets out some general terms that govern our relationship with you and purchases by you.
We will not be responsible for the performance of any obligations under these terms and conditions in the case of an event outside of our reasonable control, including (but not limited to) strikes, lockouts, failures of third party systems or networks, acts of god, fire, earthquake, storm, flood or other natural disaster, civil unrest, acts of terrorism, deliberate sabotage of or malicious damage to equipment or data or for damage to or destruction of premises or equipment.
We warrant to you that any Goods purchased from us on intu.co.uk are of satisfactory quality and reasonably fit for all the purposes for which products of the kind are commonly supplied.
Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the Goods you purchased and any losses which are a foreseeable consequence of us breaking the agreement. Losses are foreseeable where they could be contemplated by you and us at the time your order is accepted by us.
This does not include or limit in any way our liability:
(a) For death or personal injury caused by our negligence;
(b) Under section 2(3) of the Consumer Protection Act 1987;
(c) For fraud or fraudulent misrepresentation; or
(d) For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.
We are not responsible for indirect losses which happen as a side effect of the main loss or damage and which are not foreseeable by you and us, including but not limited to loss of income or revenue; loss of business; loss of profits or contracts; and loss of anticipated savings.
All notices which we need to give to you under these terms and conditions will be sent by us to your registered e-mail address.
These terms and conditions set out the entire agreement between you and us in respect of the sale, purchase and use of the Goods. They supersede any previous agreement or understanding in relation to the subject matter hereof. They may only be varied where separately agreed in writing between you and us.
If any provision of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions (and the remainder of the provision in question) shall be unaffected.
The interpretation, construction, effect and enforceability of these terms and conditions shall be governed by English Law unless as a matter of law you are entitled to rely on the laws of your country of domicile as a consumer.
You and we agree to submit to the exclusive jurisdiction of the English courts for the determination of disputes for customers in England, and the Scottish courts for customers in Scotland. For all other customers unless as a matter of law you are entitled to bring or defend an action as a consumer in your country of domicile, you and we submit to the exclusive jurisdiction of the English Courts.
The intellectual property rights in all software and content made available to you on or through the Website is our property or the property of our licensors and all such rights are reserved by us and our licensors. You are not permitted to publish, manipulate, distribute or otherwise reproduce, in any format, any of the content or copies of the content supplied to you or which appears on the Website nor may you use any such content in connection with any business or commercial enterprise.
Question Air is a trade mark belonging to us and no licence or consent is granted to you to use these marks in any way, and you agree not to use these marks or any marks which are colourably similar without our written permission.
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