Frequently Asked Questions

Here are answers to some of the most frequently asked questions that our customers (or potential customers) tend to have

We endeavor to dispatch orders received by 3.00pm the same day. Please be aware that no orders are processed on weekends and bank holidays.

Orders placed on Fridays after 3.00pm will be sent out the following Monday (unless it is a Bank Holiday).

We will ship your items via 24-hour courier or 1st class Royal Mail service depending on the weight and value of your order which means that you should receive the items the next day. Although we endeavor to dispatch all in-stock goods on the day of purchase we cannot guarantee or be held responsible if an order fails to arrive on time as we are reliant on third parties for delivery. As a policy, we wait 7 days after dispatch before classing an order as lost. After the 7-day period we will then investigate further with the courier used.

We offer a variable shipping charge for all UK mainland customers based on the weight of the customer’s order.

  • Items under 2kg will be shipped via Royal Mail 1st class post.
  • Items weighing between 5kg to 20kg will incur a £10 delivery charge
  • Items over 20kg will be charged at £1 per kg.

However, as an enticing bonus we offer shipping free of charge if total order value exceeds £250 (before VAT).

On the other hand, there is a surcharge of £10 for customers living in the Highlands or Islands.

Delivery charges vary outside of the UK.

Please do not send any returns without authorization. We offer a 30-day money back guarantee for unwanted items which are returned unopened and unused. Please email us directly on before returning any items. Please read our Returns/Refund Policy for further details.

We accept payment via credit card or debit card e.g. Visa, Mastercard,

When you successfully log into your TV AV Warehouse trade account, your account username will be displayed in the top right-hand corner of your web browser. Simply hover over your username and a drop-down menu will appear, displaying three options which are as follows

  • edit your profile
  • view items currently in your basket
  • log out

Click on the “Edit Profile” link and you will be directed to a page that contains your personal details used to register for a trade account with us. After you locate the “Shipping Details” section on your profile page you can make the necessary adjustments to your delivery address.

Alternatively, when you are checking out an order on the checkout page, the default shipping address will be displayed, and you have the option to amend it if you need to.

In the event of a damaged or lost order that has been sent to the customer by courier, the customer must notify TV AV Warehouse within 48 hours. If the customer manages to notify us within the aforementioned time period, a replacement product will be sent to the customer at no extra cost.

If an item sent by 1st class post has not been received by the customer by the expected date, we advise customers to allow up to 5 working days for the Royal Mail to class the item as not delivered. If the item is then classed as not delivered by the Royal Mail, a refund will be processed immediately.

Our general advice to you as a customer is that if you have failed to receive your requested item after 1 working day, contact us as soon as possible and we will begin an investigation into your case.

As a trade customer our website provides you with the perfect platform to find the equipment you need and order it from us online. You can then choose to come and collect at our warehouses in London Colney or Cheshunt at a time that is most convenient for you.

Yes, our payment processor can facilitate this easily and securely.

When a customer saves their credit card details for future checkout on our website, our payment gateway plugin tokenizes this information and subsequently stores it in a secure vault on its servers.

To become a trade customer with us you must submit an application. We will review your application against a set of criteria and respond with the result of your application as soon as we can.

If you have not received an answer to your query by reading the frequently asked questions and the corresponding answers on this page, you can contact us via email at We will be happy to assist you with any issues or queries that you may have.