Customer Services

Q. What is Scan opening times ?
A. For Scan opening times click here

Q. Where is Scan Situated ?
A. For Scan directions click here

Q. How do I contact Scan ?
A. You can contact Scan during business hours on 0871-472-4747 or visit our support page to log an on-line query.

Q. Can I change an order prior to completion ?
A. Prior to any order being picked it can be changed or edited please contact us by the above means to do so.

Q. Can I add a product to an existing order ?
A. Our website does not currently have this feature available. For order’s placed via the Retail Sales Line please contact the Retail Sales Department on 0871 472 4747 ( Option 2 > Option 1 ), for order’s placed online please contact Customer Service’s or log an on-line query support page.

Q. What should I bring when collecting a Q-Collect order ?
A. Please ensure you have your invoice number (This will start with “E” when placed online), proof of ID and card used to pay for the order when collecting a Q-Collect order. Valid forms of ID would include Driving License or recent Utility Bill. Please wait for the “Stage 3: Order completed” email before collecting from our Collections desk.

Q. If I need to make a complaint, what is the procedure?
A. Although the majority of our orders process perfectly, we are only human and accept sometimes issues arise which gives you cause to complain. Whether it be a delayed order, an issue with the delivery company or a returned or faulty item. We have won numerous service awards and try to ensure any issue are dealt with promptly if you do have any issue with an order you can contact us either via the phone 0871-472-4747 via our support page or in writing to our address 25-28 Enterprise Park, Middlebrook, Horwich, Bolton, BL6 6PE - UK

Q. What delivery options are available ?
A. We use a courier company DPD to ensure delivery next working day and covered for insurance purposes. Please visit our delivery page for more information.

Q. Do you ship via Royal Mail ?
A. The issues with Royal mail are deliveries are not properly tracked; this causes issues when trying to track an order and find out exactly where it is. We use a fully tracked courier service ( DPD ). The carriage charge may cost a few pounds more; however DPD have an exceptionally and consistently high success rate for our deliveries and problems are very rare. Isolated problems here and there are an unavoidable consequence for any company dealing with such high volumes of deliveries as we do. By having such accurate and detailed information available to base any investigations on, we are able to quickly and effectively resolve any queries. For these reasons we do not use Royal Mail.

Q. Do you ship Internationally ?
A. We ship to most countries in the EU at competitive rates. You can contact the Scan Retail Sales dept during business hours on 0871-472-4747 ( Option 2 > Option 1 ) or visit our support page to log an on-line query.

Q. Do you ship to BFPO addresses ?
A. We're not able to deliver to BFPO addresses.

Q. What are your shipping rates ?
A. Click here to view all shipping prices.

Q. Why Do I need to provide my Billing address?
A. This is the address that your credit/debit card is registered to and were the statements are received. We require this address as part of our security checks to efficiently combat any fraudulent transactions.

Q. Can I have my order shipped to an alternative address ?
A. We can ship to an alternative delivery address with all Credit /Debit cards, with American Express, this would need to be confirmed on placement of the order via our Retail Sales line on 0871 472 4747 ( Option 2 > Option 1 ).

Q. How are you able to ship to an alternative Delivery address ?
A. We use a pioneering and fully secure payment method called Verified by VISA and MasterCard SecureCode. This protects the customer from on-line fraud and also protects SCAN from fraudulent transaction, helping to keep our costs down and ensuring we are always competitive, whilst offering a good service.

Q. What Payment methods do Scan Accept ?
A. Payment methods accepted by Scan include, Visa/Mastercard/Switch/American Express/Paypal/Scan Finance

Q. I have a problem with my payment. What should I do to rectify this ?
A. Please contact our payments team on 0871 472 4747 option 1 then 4. Please ensure you have internet access, especially if you have paid by Paypal.

Q. Where is my CVV number on my card?
A. On Visa, Mastercard or Maestro cards – your CVV card is the last 3 numbers on the signature strip on the rear of the card. For American Express users, the 4-digit number can be found near the hologram on the front of the card.

Q. I experienced a timeout or problem when processing my payment. Should I replace my order?
A. Please refrain from placing a duplicate order, it could be the order or payment has already been authorised and accepted. Please contact our payments department on 0871 472 4747 option 1 then 4 where we will confirm if you need to re-order

Q. Can I place an order with a Non-UK credit or debit card ?
A. We are currently only able to accept payment methods whose registered address is in the United Kingdom or Eire. This limitation is to combat any fraudulent transactions. In any cases where a UK or Eire card credit or debit card cannot be used we would require Payment via a Bacs or Chaps transfer, which can be quickly setup by calling the Retail Sales line on 0871 472 4747 ( Option 2 > Option 1 ).

Q. What is the Scan Finance Option ?
A. The Scan finance is an in store credit facility in partnership with V12. It offers you different options to help spread the cost of your purchase. For information about our Payment Plan please visit our finance page.

Q. What is AfforditNow ?
A. AffordItNow offers a flexible, safe loan so you can get your goods now and pay for them later. You can use AffordItNow for purchases from £100-£1000 and choose the repayment terms that are best suited for you. More information here

Q. How does AffordItNow work ?
A.It's easy using AffordItNow. You simply apply for a loan, receive a decision and complete your transaction in just minutes. You don’t need to start making payments for up to 3 months and can finance up to a year.

With AffordItNow, you can set the terms of the loan that best match your budget. Just decide how much to borrow, when you want to make your first payment and your repayment terms.

Q. Is there a fee for using AfforditNow ?
A. There is a service fee of £9.99 when you are approved.

Q. Who provides the AfforditNow finance ?
A. AffordItNow consumer credit service is provided by PayBreak Limited. PayBreak is licensed by The Office of Fair Trading (Consumer Credit Licence: 0644149).

Q. I have received a notification from the Finance company my order has been received. What should I do next ?
A. You will receive automated emails when your order is being processed. These will also include the invoice number so you can track your order.

Q. My finance application has been unsuccessful. What should I do next?
A. If you wish to pay for your order by Card instead, please contact our retail sales team and they can assist you with this.

Q. I have received a notification from the Finance company my order has been received. What should I do next ?
A. You will receive automated emails when your order is being processed. These will also include the invoice number so you can track your order.

Q. My finance application has been unsuccessful. What should I do next?
A. If you wish to pay for your order by Card instead, please contact our retail sales team and they can assist you with this.

Technical Returns

Q: I have a problem with an item purchased from SCAN, how can I contact you to get support ?
A. There are a number of ways to contact SCAN support including telephone, e-mail and via our support forum on HEXUS. The quickest way to get support is to call us on 0871 472 47 47 option 1 for customer service and option 2 for returns or 3 for technical support. If you query is of a less urgent nature you can submit a query here and a member of our technical support team will endeavour to reply to your query within 24 hours.

Q: I have a return ready to send back to SCAN where should I send it and who’s attention should I mark it for ?
A. Please mark all returns with the RMA number you have provided by our returns staff. Failure to obtain an RMA number prior to sending your item may result in your return being delayed. All returns should be sent to: Returns Department SCAN Computers, 25-28 Enterprise Park, Middlebrook, Horwich, Bolton, BL6 6PE

Q: I have purchased your SCANSURE installation insurance when placing my order and wish to make a claim, how can I do this ?
A. To make a SCANSURE claim please either contact our returns team via telephone or submit a query online. When making a claim under SCANSURE it is important that you make us aware that you are claiming under this insurance. Please note that for all returns made under SCANSURE it is your responsibility to cover the costs for returning the goods to SCAN. The full terms for SCANSURE can be viewed on the following link - click here

Q: I have returned an item but I am not sure how to track the replacement ?
A. You can the track your returned goods by going to the following link: inputting your RMA number and invoice number. Once you replacement item is being dispatched the returns tracking page will provide you with an invoice number, you can track this on the order tracking page by inputting the generated invoice number and your delivery postcode.

Q: I have returned a product back for a warranty exchange, how long does this process usually take ?
A. Our returns department aim to dispatch your replacement item within 3-5 working days of receiving your goods.

Q: I have returned an item to you but wish to collect the replacement from your store is this possible ?
A. It is possible to collect your replacement goods from our reception however please notify a member of our returns team via telephone or e-mail prior to collection so that we can ensure your goods are ready.

Q: Where can I view your terms and conditions ?
A. The terms and conditions can be viewed any time via the Scan website: // please note also that our terms & conditions can also be located and the back of your invoice.

Q: I originally purchased an item from Scan and have since sold this to a friend, if the item fails can my friend make a warranty claim ?
A. Product warranty is non-transferable, if your friend needs to make a warranty claim you would need to raise this on his behalf.

Q: I would like to return an item to you and have noticed you are in my local area, am I able to return the item to the store in person ?
A. You can return the product to Scan in person, our returns department is open Monday-Friday between 9am - 5:30pm and Saturday 10:00am to 4pm, excluding bank holidays.

Q: I would like to leave feedback in a positive/constructive way about my shopping experience with SCAN is there some way I can do this ?
A. We welcome any and all feedback and any comments you think may help us to improve the products and services we offer. You can leave feedback for us to review by submitting your comments via the following link, the word page.


Q. What is the Retail Sales line ?
A. The SCAN Retail Sales Department would accept an order from any customer or Business who is not currently setup as a SCAN Managed Account customer. For more information on SCAN Managed Accounts please visit the following link Managed Accounts

Q. What is a SCAN Managed Account ?
A.This service is for business and trade customers and focuses on the direct needs of an account. Our account managers will handle all your needs in an efficient manner to suit your way of trading. For a Scan Managed Account to be created, we will require a minimum IT spend of £1000 per month (ex VAT). For more information on SCAN Managed Accounts please visit the link as above.

Q. Why should I order from SCAN and not from other E-tailors ?
A. We aim to provide a good service, whilst also offering competitively priced products and services. This has resulted in SCAN being awarded Custom PC and Bit-Tech Best Retailer 2012 and Best PC Manufacturer 2012 for the last 4 Year’s running. We hold genuine stock and reasonable cut off points for next day delivery, which are displayed daily at the foot of our site. Competitively priced carriage charges with our fully tracked courier service ( DPD ), who provide a 1hr delivery time slot confirmation via SMS and E-mail once your order has been dispatched. Our award winning 3XS Systems build high quality bespoke systems, specifically configured for all intended use’s…. The following links provide more information about our Products and Services.

Q. Why buy built 3XS PCs. . .?
A. Click here to know why.

Q. Do you offer Price Matching ?
A. SCAN constantly checks market prices and where possible we always order from the Manufacturer directly to ensure we are offering a competitive price with a good service. We also hold genuine stock in our large Warehouse and not advertising stock help by our supplier’s. Remember to check out our comprehensive offer pages via the following link.

Q. What can I do if the product I ordered has come down in price ?
A. When you place an order, the price that you see is the most competitive prices that we can provide at that time. If you discover that the price has lowered but your order has been shipped then unfortunately we are unable to offer a refund on the price difference.