FAQ & Delivery

Frequently Asked Questions

Delivery FAQ

If I place my order today, when will I receive it?

We aim to process all portable products and smaller item orders in 3-5 working days, dependent on stock availability. 

For larger Bang & Olufsen items (TV's, loudspeakers, larger sound systems), the delivery date will be arranged on order. These items are made to order and take around 2 weeks from the manufacturer once the order is placed, we will then arrange the delivery date once we receive the shipping date from the manufacturer. Installation charges are not included. These products will require installation.

These products will incur a delivery charge.

How can I check my tracking number?
We use only secure couriers for all deliveries, mainly UKMAIL and DPD.
Once your order has been dispatched, you will receive an email from our team indicating the courier method and tracking number. Progress can then be tracked via the online courier portal.  If you need any further information please email us here and quote your order number.

Where do you ship?
We only ship within the EU, delivery outside the UK will be at an additional cost. If you have any queries please don't hesitate to contact us here.

General FAQ

How can I pay for my order? 
All online orders are processed via Sage Pay payment portal for secure, safe processing. We accept VISA, VISA Debit and MasterCard. The reference 'NUCONNECT' will appear on your bank statement showing the total price of your purchase. Please note this statement is not considered as proof of purchase but may help us to locate your receipt in the case of misplacement. All prices quoted on this site are inclusive of VAT where applicable unless otherwise stated. 

Can I place my order under a company name?
We will happily issue your invoice under a company name and any other information provided by you. Please note this can only be done at time of purchase and cannot be updated or changed at a later date. NuCONNECT issue a full page VAT invoice with all purchases where requested.

Can I return my item if I change my mind?
NuCONNECT accept refunds on unwanted items within 14 days of purchase provided they are returned in full retail packaging and fully sealed to manufacture specification upon receipt of goods. 
Failure to comply to the terms above may result in the direct refusal of return or the invoice of an industry standard 10% restocking fee as the goods would be deemed commercially unacceptable for resale as new.
If you would like more information or to request the cancellation of your order please email us as soon as possible.
What warranty do you offer?
Bang & Olufsen offer a 3 Year Warranty on all Bang & Olufsen products purchased from us, and 2 years on all B&O PLAY products. Consumer purchase only, terms and conditions apply, please see our Warranty page for more information.
Will NuCONNECT share my data with anyone? 
NuCONNECT is committed to maintain the confidentiality of your personal details at all times. We do not share any information about your or your orders with any 3rd party and any information collated is for order processing and warranty cover only. Please see our privacy policy for more information. 

Do you have a modern slavery statement?
Yes, our modern slavery statement can be viewed here.
Do you take trade-ins against my old machine?
NuCONNECT will at times consider offering a trade in value against used / older products when purchasing a new product. This is on a case by case basis and is dependent on age, condition and type of product. Please note some products will not have a re-sale / residual value and a trade in value / price cannot be offered. Please ask in store for further details.

Customer Service

How do I make a complaint? 
We endeavour to offer the best customer experience at all times. In the event that you are unhappy with the product or service you have received from us on this website, please email us with the details of your complaint along with the name and email address that was used to place the order, and order reference number if you have it. 
You can also contact us via post at:

NuCONNECT, UK Head Office
23 Erica Road, Stacey Bushes,
Milton Keynes,
MK12 6HS
If you are unhappy with the outcome of your proceedings with us, your complaint can be escalated to the European Union's Online Dispute Resolution platform, which acts as an impartial party. You can contact them directly at the following link. Please have your order details to hand. 

Contact Us
If you would like more information about any of our products or services, you can email us at: info@nuconnect.co.uk, call +44 20 7486 0440 or write to us at Head Office by post.