How do I track my order?
Tracking orders are quick and easy, you can navigate to your order within your account.
How long will it take to receive my order?
Any order over £59 will be shipped on our free 2-3 working day service, if you opt for Next Working Day shipping then this will be with you the next working day between 09:00 and 18:00. Deliveries to Northern Ireland, Channel Islands and the Scottish Highlands will be on a 3 day service.
Which couriers do we use?
We use DPD and Royal Mail, if we ever need to ship from one of our suppliers then the delivery may come from UPS, Parcelforce, TNT, Fedex or DHL.
Can I choose a specific day to receive my order?
This is something that we are working hard to bring to you - we recognise that having deliveries on preferred days not only makes it easier on you but it is also great for the environment. By having deliveries arranged on days that you are going to be in or consolidating your orders to arrive to you at the same time means that the courier won't need to come back multiple times due to missed deliveries or multiple deliveries.
Can I change my delivery address once the order has been placed?
Our systems are highly automated, where possible we will do our utmost to accommodate this. To ensure we maintain a high delivery success rate most of our orders are picked and prepped for shipment within 30 minutes.
I received an attempted delivery notification, what should I do?
Most couriers allow for deliveries to be redelivered or redirected to a local pick up point. Please follow the instructions provided by the courier on the calling card, email or text message.
Can my delivery be left in a safe place?
Due to the nature of products Gotraka sells, we do not offer delivery to a safe place. The courier will leave a missed delivery card for any failed delivery attempts for which you can organise a redelivery at a time that is convenient for your schedule.
What can I do if I received the wrong item?
Please contact the customer support team, they will quickly assist with having the incorrect item collected and the correct item delivered.
I still don’t have my order, what can I do?
You will find your order tracking information including the courier and tracking reference on your order page. If you are struggling to track your order please contact the customer support team via chat and we will assist.
What if my order is received damaged?
If your item arrives damaged please report this to us within 3 days of receipt along with images clearly showing the damage. We also recommend to mark the delivery as damaged/unchecked with the courier. It's incredibly important that we are notified within this time frame so that we can investigate with our courier partners effectively. Any claims made outside of the window are automatically rejected.
Is shopping online with Gotraka safe?
We have the highest level of security precautions in place to ensure that all purchases made on our website are safe including the use of a Secure Socket Layer (SSL) server. You can verify you are using a safe browsing environment by looking out for https and the padlock symbol before the web address.
How do I return my order?
If you need to return your order please raise a return through your order page detailing the reason for return. Once this form has been submitted it will be reviewed by the Returns Department who will contact you to arrange the return.
Please note the returns department may ask for more information such as the serial number(s) and images where applicable to process the return.
Unfortunately we cannot accept any returns where the serial number and/or other identifying marks have been removed including courier labelling. Without these, we are unable to confirm that the product that is returned was purchased from us.
Any returns that require replacement under warranty directly with the manufacturer will be advised of at this stage.
Returned products must be in their original packaging, include all accessories, be in "as new" condition and must not have been used, installed or had any data input onto them. Returns must not be sent back with postage labels affixed to the retail packaging of the product. Returns must be packaged securely for transport as per the original delivery received from Gotraka.
Gotraka will provide prepaid returns labels and/or organise courier collections - product dependent. Customers must not pay for or return items without a prepaid returns label from Gotraka - postage costs incurred by the customer will not be reimbursed. Any unauthorised returns are subject to rejection.
How long do I have to return an item?
For most products bought online, you have a legal right to change your mind within 14 days and receive a refund. If you wish to return unwanted products, you must let us know that you want to return them within 14 calendar days from the day after delivery. The item must also be returned to us within 7 working days from approval of return and receipt of the return label.
Are returns free?
Returns for faulty / damaged items will be free of charge
Returns for unwanted items that have no fault will incur a minimal returns fee - delivery charges will not be refunded. Please note that all APPLE products attract a 10% restocking fee
How long does a refund take after returning my order?
Please allow up to 5 working days for testing. Once tested we will process the item for either a repair, refund or replacement. Repair can take 30 working days with manufacturer.
What do I do if my item is faulty?
If your item arrives faulty please report this to us within 7 days of receipt along with detail of the fault. We will collect the item for testing. Once a fault has been confirmed we will work with you to either refund or replace the item. If no fault is found the item will be sent back to you at your cost.
What if it's too late to return my item?
Returns outside of the 14 day return window are unable to be processed by gotraka.
If your item has a fault outside of this window please contact the manufacturer directly for warranty support.
Is my item covered by warranty?
All manufacturers will supply a warranty in addition to your rights under the Sales of Goods Act. In most cases you'll receive a 1 year warranty.
My item arrived damaged, what should I do?
If your item arrives damaged please report this to us within 3 days of receipt along with images clearly showing the damage. We have a very short window to put a claim in with our couriers, claims made outside of the window are automatically rejected.
Recycling & Sustainability
How do I recycle my old device?
If your product is in working condition but you no longer have a need for it then we recommend Mer-IT https://www.mer-it.org/donate-tech or Little Lives Matter - https://www.littlelives.org.uk/our-campaigns/our-technology-programme/ who will put your old tech to great use.
My device no longer work, what should I do?
No problem - it can still prove to be of use by ensuring that any parts are put to use in other products - we recommend our partners at https://www.weeecharity.com/index.php
How much e-waste does the UK produce?
The UK produced 1598 million tonnes of e-waste in 2019 according to a UN report which works out to roughly 23.9kg per person, that’s 24 bags of sugar, or 6713 1 penny coins.
What does Gotraka do to be sustainable?
We are working towards bringing tech sustainably to you. Right now we can deliver all your orders carbon neutral and in zero plastic packaging, the only plastic you will find is recycled from deliveries that we received. We have also tasked ourselves to bring a recycling reward scheme to help you quickly and easily recycle any unwanted tech - and get rewarded for it. We want to stop e-waste reaching landfill!
When can I speak to the customer support team?
Our office hours are Mon - Fri 9am - 5pm. Any enquiries sent outside this time will be assigned a ticket number and addressed once the office reopens.
What payment options do you have?
We accept all major debit and cards including American Express, Apple Pay, Google Pay, Maestro, MasterCard, Visa Credit and Visa Debit. Business customers please enquire for payment terms.
Do you offer a credit account?
We offer credit accounts to Gotraka Business customers, please enquire with our customer support team for more information. Credits accounts are subject to KYC.
Do you offer interest free payment plans?
We offer flexible credit options through PayPal Credit so you can spread the cost for any major purchases.
I have a billing issue, how can I resolve it?
Please contact the customer support team for any billing issues.
I need an Invoice, how can I get one?
Invoices can be found in your account where you can download the order confirmation which also acts as an Invoice containing our UK VAT number.
Can I have a different billing address to shipping address?
Yes that’s no problem, the option to bill and ship to different addresses will be available at checkout.
How long do refunds take?
Please allow 5 working days from point of return and testing completion for refunds to be processed. Refunds will appear on the original payment method within 2-3 working days of being processed.
Can I change my billing method once an order is placed?
Unfortunately billing methods cannot be changed once an order is processed. Please contact us for further assistance.
Do we offer business credit terms?
Yes we do offer invoicing and credit facilities - please speak to one of our advisors to see how we can help.
I need to buy a large quantity
We will always try and support your business needs, if you are working on a project of a refresh then let us support you with the very best pricing and solution support.
Can you help provide support with Projects
Absolutely - we love supporting our customers on their journey, we take a holistic brand agnostic approach ensuring that we get the right solution for you and your business.
Do you build business PC's?
We do custom PC solutions, whether you need a NUC or Standard PC, we build them to an exact specification for you. We can even preload specific software and help with deployment to your offices and users.
Can you consolidate deliveries?
We really encourage this, we can arrange a delivery time to suit your business requirements - just let us know.
Can you deliver to multiple locations?
If you are working to send items to multiple locations we can assist with this, please let us know before you order and we will work with you to arrange the deliveries as you require.