We keep all your details confidential. Please read our Privacy Policy.
Your email address
Our ordering system is semi-automated. It is essential that you type your (working) email address accurately in the order form (not AOL). If you don't, then you will not receive our replies, you won't know what's happening and you probably won't get your order. This is especially important if you order an e-book because the system is FULLY AUTOMATED. The order form has space for a second email address. This can be yours, your spouse's or a friend's. It won't solve the problem of automated replies not reaching you but at least our Sales staff can contact you if your main email address does not work.
If you use an email checking service such as "Spam Arrest" you must not place an order with it because our servers will be unable to reply.
AOL: some email providers - notably AOL - often trash our automatic replies. If you place an order we prefer that you do not use an AOL email address as your primary address! However, if you insist on doing so, please click HERE.
If you use Hotmail, please note that our replies will often be filed in your junk mail folder!
If necessary, get yourself a free Yahoo address and use that for your order. Take great care to type your email address correctly. (At least one person each week does not.) MORE INFO.
WE STRONGLY RECOMMEND THAT YOU ALSO INCLUDE ANOTHER WORKING EMAIL ADDRESS IN CASE WE CAN'T CONTACT THE FIRST.
Your Invoice and Delivery Address
Your order will not arrive unless you type your address carefully!
Your Phone Number
Most of our UK deliveries are made by private carrier companies. They require a phone number so that they can contact the person who will be signing for delivery in case:
The driver can't find the address
The driver can't reach the address due to height/weight or other restrictions
There is no answer to the doorbell
The driver is delayed
If you do not give a valid phone number, unfortunately, we must refuse your order. (For security purposes, a valid phone number must be given for eBook orders). The phone number MUST include the dialling code from the UK.
Note: please type only ONE phone number and don't include any non-numeric characters such as "#" or "/". If you wish to provide an additional phone number, please include it in the "Notes" section of the shopping cart.
Our Phone Number
We don't accept orders by phone (See our Sales Help page).
Your Postcode
The shopping cart requires a Postcode. This MUST be entered if you live in the UK. If you live outside the UK, please type your Zip Code, your zone code or else xxx xxx if none. UK postcodes must be typed in the correct format like M3 5TU. Note the capital letters and the space.
Your Company name
The shopping cart gives you the option to enter your company name. If you are a private individual you may use this as your first address line (eg. "Hawthorne Cottage") or simply leave it blank. Please do not type "N/A","none", "retired" or "private" because this is likely to be reproduced on your address label.
Shopping Cart Notes
The shopping cart has a "Notes" window where you can add clarification notes for your order.
Examples of acceptable notes are:
"I confirm that I really do want a silver tvLINK and black cable." "As I'm spending £5000 I'd appreciate free carriage if possible."
Examples of unaceptable notes are:
"Please check that the plug will fit on the cable that I've ordered." "Please do not send the power supply if I've ordered the wrong one." (These should be dealt with by contacting TECHNICAL before ordering). "Please leave at number 10 if I'm out." (We can not impose conditions on the delivery note).
You must be at home
It is essential that there is someone available to accept delivery and sign for the goods. Please give a delivery address where there will be somebody available between 8am and 6pm for at least the next two consecutive working days (outside UK delivery can take longer) to accept, inspect and sign for the delivery (or deliveries). An office address with adequate parking space is ideal but please ensure that your credit card company will allow this.
Postage
Postage and packing is not included in the shop prices. The minimum is £2.50 for UK First Class and the POST page gives you a choice of delivery methods. Click on the Post van picture here or on any shop page and this will take you to a page where you can read about our delivery methods. We've tried to give you a wide choice of shipping methods.
Where is my order confirmation?
When you complete your order you will see a confirmation page that contains your "SAT" order number. If you don't reach that page, you have not placed an order.
After you complete your order from our on-line shopping cart you will receive three email messages. Please KEEP these safely:-
Customer receipt - xxxxxxx
This is the initial response from the shopping cart. It contains a copy of your order and your unique 7 digit order number xxxxxxx. If you ordered an eBook it will contain your download link if you paid by credit card.
SatCure Keep-me xxxxxxx
This is the response from our own server. The 7 digit Keep-me number xxxxxxx is the same as your order number. This message contains the copy of your order which we will use. Please check it carefully because our server will have attempted to correct any errors it found in your name and address and sometimes it guesses incorrectly! If you ordered an eBook, this message will contain your username and password. If there are information pages or sheets to download, the page addresses will be at the bottom of this message. Please do read ALL of them or you might miss some vital information that is essential to get your product installed and working.
Re: Your order xxxxxxx
This is another response from our server which gives you additional information about our ordering process. Please read ALL of it carefully. It may contain an order refusal!
IF YOU DO NOT RECEIVE ALL THREE MESSAGES please check your junk mail folder or spam filter folder. If you have definitely not received all three messages within 30 minutes, please contact TECHNICAL with your 7 digit xxxxxxx number and explain which messages are missing. You will almost always receive your Customer receipt message but our server occasionally fails to send the other two.
Ordering is easy!
We recommend that you do not use AOL, MSN or HOTMAIL as your primary email address, since they often trash our email replies.
First decide what you want to buy. This may seem obvious but we get a lot of people ordering some items then emailing to ask what they should have ordered! This is the wrong way round. Read the shop pages. Read the technical pages. If any question is not answered there, email Technical and ask, remembering to state which pages you looked at for the information. Technical will direct you to the answer. Make a list of what you want then use our on-line shopping cart.
Please do not add items to the cart until you are ready to place the complete order (unless you simply want to check on prices without obligation). The shopping cart times out after about 20 minutes, after which it deletes the contents. (We can't change this - it's a function of the way the server works). Note: antivirus software such as "Zone Alarm" can also cause items to be lost from the cart.
Each item in our shop has an button. The first time you click this, it will create a "shopping cart" order form page for you and add the details of the item to it. You can click the "Continue shopping" button on your order form "cart" page to return to the shop page that you just left. You can click on as many "Add to cart" buttons as you like in order to add different items to your order form. Be sure to change the Quantity if you want more than one of any item. To delete an item, change the quantity to zero and click "Recalculate".
You can see what is in your cart at any time by clicking on a VIEW CART picture. These are scattered around every shop page. Just scroll up or down and you'll see one.
At any time after adding the first item to the cart, you can select the Delivery Location from the drop-down list and click "Recalculate" at the bottom of the page then the Delivery method and click "Recalculate" at the bottom of the page. This will calculate the total invoice amount.
If there is no drop-down choice of Delivery Method after you have selected Delivery Location, or if you have any other shopping cart problems, please inform Technical. Please include a list of items that you added to the cart, in the sequence that you added them, giving details of the online order page where you found each item. Please also note the exact error message that you see (take a screenshot - we'll ask for this). If you give sufficient detail we should be able to fix any programming error right away.
You may have to change your selected Delivery Method if you add an item that takes the weight over the limit for that method or an item that comes direct from a warehouse (see next note).
For large or heavy items (and some other items that we don't hold in stock) the only delivery option may be "2 working days". The reason is that we get the warehouse to ship direct to your door, saving time. The warehouses do not have a postal collection so 2 day delivery by carrier is the only option they offer. For around 90% of orders received by 1pm, that means you'll receive the order on the next working day (but we can't guarantee this). For a few orders (around 1%) delivery could take more than 2 days. We recommend that you give a delivery address where there will definitely be someone to sign. This might be your office or a local business, instead of your home address. Please OK this with your credit card company.
If you are outside the UK you may be able to select "cheapest" as the shipping option. This will provide a lower estimate of cost and our Sales department will contact you to confirm the true shipping cost. Note, however, that "cheapest" may be a slow method and delivery could take up to 30 days.
You must select a shipping method and destination before you can complete your order.
If you are happy to proceed, click the "Goto Checkout" button at the bottom of the shopping cart page to go to the next page. (This button won't appear until you have completed your delivery choices and clicked "Recalculate").
You now have a no obligation total cost. You can quit at this stage and leave no details whatsoever on our server. You can take a screen shot if you wish.
All your details will be encrypted on the server. Click "Continue to Checkout" to proceed.
Note: if you make a mistake with your details, below, the Checkout will not proceed to the next page until you correct it. The line requiring correction will be highlighted.
Enter your personal details here:
and choose your payment method (card, cheque or cash*). Enter the card details (if paying by card) on this secure payment page.
*We are currently trialling Paypal. There is a 4% surcharge for using Paypal. It will NOT take you to the Paypal web site. Instead we will tell you how to pay when we confirm the final total by email.
If the value of the items in your order exceeds £10 (not including carriage or VAT) you can enter a discount voucher number (above) which can be obtained from participating web sites.
Click the "Continue" button at the bottom of the page.
Check the order details then click "Place Order".
Until you do this your order has not been sent or recorded in any way.
Make a note of the "SAT" order number on the confirmation page.
We try to achieve next day delivery whenever possible but we can't guarantee it.
Unless you use a satellite connection or Zone Alarm!
Some satellite download systems can not negotiate with SSL (secure) pages as used by our "Shopping Cart". Before going to the payment page you should remove your satellite link. This is NOT a fault with the shopping cart but with your satellite connection. Please contact your satellite Internet Service Provider about it.
If you use "Zone Alarm" with firewall settings, you must disable this, otherwise you will be able to put only one item in the shopping cart.
Is it in stock? How soon will I get it?
If it's in our on-line shop then it's probably in stock. Don't waste time emailing us to ask. Simply place your order and tick the checkbox under the "Notes" window that says "Please hold my order and contact me if any item is out of stock". That way, if it's not in stock, we'll tell you and we won't put it on back order unless you ask us to. Otherwise we will put it on back order. In all cases we will try to keep you informed about what's happening, in a timely manner.
Most orders are shipped same day if received by 3pm. UK mainland delivery is normally next working day. We achieve this in about 75% of orders, although we state 1-3 working days so you don't complain if it's late! UK non-mainland and Europe is normally 3-5 days, although those of you living in places like Spain and Greece can experience considerable local delays.
Orders placed after 3pm Friday will normally be shipped on Monday but please understand that Monday is always our busiest day with the backlog of weekend orders to clear! Email replies may be delayed on Mondays.
I can't find it in your shop
It seems a lot of PC users don't know how to use the "Find" function in their browser. I get lots of messages complaining that "I can't find LG in your list of remote control codes" or "I can't find tvLINK on your shop page".
OK, on an Apple Mac you press [cmd] [F]. Under Windows it's [ctrl] [F].
So find the shop index page in your browser, press the magic key sequence to get the "Find What?" pop-up dialog box, type tvLINK (or whatever) and hit Enter. That should highlight the word if it's listed there. If not, open the most likely shop page and try again.
You can also search the entire web site by clicking on the orange Search tab at the top of any page. Please please use the correct *English* spelling. We do not use American spelling or txt-spk on this UK web site.
We Accept credit cards
When you complete your details on the secure server, be sure to type your full name (as it appears on your card) and address. Any mistakes or omissions could delay your order. The most common error is an incorrect expiry date. Please check it carefully.
We now check every card manually against the name, address and phone number of its user. If the details do not match exactly we will contact you for clarification. This will unfortunately delay your order but please understand that it's for your own protection. If you do not respond within 24 hours we will report the attempted fraud to the appropriate department for investigation.
Please type your address exactly as printed on your credit card statement.
We do not ship to Africa, Indonesia or other places where credit card fraud is common. If you live in those places then credit card payment unfortunately is not an option unless your credit card is registered in the UK and we ship to that address. Certain UK postcodes are also registered as "poor risk" so we may need to ask additional questions before shipping.
Your credit card details CAN NOT appear in any email message. They remain on the secure server until we process your order. An email copy of your order and name and address (and delivery address) will be returned to you WITHOUT credit card details. Please check the details and TELL US immediately if you've made a mistake.
We do accept UK sterling cheques, of course, but your order will be delayed by the amount of time it takes your cheque to reach us and be cleared.
( For more information please read our Terms and Conditions on the Next page)
If you are not sure what you need, read our various shop pages first or use e-mail to ask a TECHNICAL question or a SALES enquiry.
What's the total order cost?
You don't need to ask us. Simply add the items to the shopping cart, select the destination and delivery method and click "recalculate". The total cost will be displayed for you. There is absolutely NO OBLIGATION TO BUY. You can use the shopping cart simply as a calculator. We won't know what you are adding unless you complete your name and address AND complete the secure credit card (or cheque) page AND send the order. You can also delete any or ALL items in the shopping cart by setting their quantity to zero and clicking "Recalculate". It's easy.
If you are outside the UK you can select "Cheapest". This will tell us that you want the cheapest shipping method and you don't care how long it takes. You can also add suggestions in the shopping cart "Notes" window. We will tell you the cheapest cost (which might not be what the shopping cart calculates).
What's the cost in dollars?
There are lots of web sites giving exchange rates. Here's one:
As a very rough guide, the cost in US dollars will be around double the GBP price right now (2007) as the exchange rate is around 2 dollars to the GB pound. We will take payment in GBP but your credit card company will convert this to your own currency. They may charge you a small commission for the conversion.
Prices are listed against each item in the shop. To see prices AND pictures AND descriptions, look at the appropriate shop pages.
IMPORTANT - Cookies
For the shopping cart to work, your browser must accept "cookies". If you are unsure about "cookies" please click HERE.
Item not listed in shop?
No problem. If you know that we stock it, make a note of the details and add it to the shopping cart by typing them HERE.
VATis not included in shop prices but the Shopping Cart adds it automatically to the total. If you are not in a EU country please select non-EU. (If you ARE in a EU country, you will simply delay your order by trying to cheat on VAT!)
Opening Times
The sales office is open from 9am till 5:00pm Monday to Friday except Bank Holidays. Closed at weekends. (But technical advice is often available outside these times).
Email
We always reply to messages within a maximum of 24 hours during the working week (Mon - Fri). Usually within 3 hours if your message arrives by 2pm. If you receive no reply then your e-mail is probably not working. We have a particular problem with "Hotmail", "MSN" and "AOL" so please tell us an alternative e-mail address that we can use. Please read ALL the FAQ pages before emailing us. The answer is probably there.
Shopping Cart Problems?
NOTICE!
Errors that you may see:
Clicking the "Add to Cart" button does nothing in "Safari".
At the time of writing (August 2007) Safari 3 (beta version) has a bug which appears to prevent it from working with our ancient HTML pages. Please submit a bug report to Apple. Hopefully they'll get it fixed eventually if enough people report it! Meanwhile, please use any other Mac browser.
I can add one/some items to the cart but when I add more it deletes the first!
The cart has a 20 minute security time-out and will empty the cart if you haven't completed your order by then. If you suffer from this symptom, please make a list of everything you want and then place your order. Twenty minutes should be more than adequate if you do it this way.
If you use "Zone Alarm" with firewall settings, you must disable this, otherwise you will be able to put only one item in the shopping cart.
There is no [Checkout] button in the cart. Please select your Destination and Delivery Method then click [Recalculate]. The [Checkout] button will then appear.
Adding an item to the cart results in a cart with no [Recalculate] or [Continue Shopping] button and a bunch of error code messages below.
This is rare and results from a coding error in the on-line shop. Usually after we've added a new product and made a typing error! Please copy the item stock code and description to your clipboard or Notepad. Copy the error message as well, if possible. Email it to TECHNICAL and state the exact on-line shop page number where the item is located. You will not be able to use the shopping cart again until it times out after 40 minutes, unless you delete the "www.visionaids" cookies from your browser (or use a different browser). Please do not try to add the same item again until TECHNICAL have confirmed that the error has been corrected. Be sure to "Reload" the faulty shop page in your browser otherwise you'll still have the faulty version in your computer "cache".
After clicking the recalculate button (and putting in a mainland location and 3 day delivery) the checkout button does not appear.
What message appears in the red box after you click "Recalculate"?
Does it say:
The selected 'Delivery Method' is unavailable for your 'Delivery Location'. Please choose a different 'Delivery Method' then click 'Recalculate'
If so, please choose a different delivery method then click 'Recalculate'.
Adding an item to the cart results in "No items in cart". Please click "Back" then click "Refresh" to reload the shop page. Clicking "View Basket" results in "No items in cart". Please click "Back" then click "Refresh" to reload the shop page. If simply "refreshing" (reloading) the page does not work, you will have to empty your browser cache.
If this remedy does not work, please try using the mirror site at satcure.net or satcure.com or satcure.co.k. If it still doesn't work, please report the exact sequence of events to Technical. It is important that you specify the exact web page addresses and shop items involved. Also please copy and paste any error reports into your email to us.
No delivery method?
After adding items to the cart and selecting the destination, you can not select a delivery method - there is no drop-down list.
Please delete items from the shopping cart, one by one, (click Recalculate each time) to determine which item is causing the fault. Please report the exact sequence of events to Technical. It is important that you specify the exact web page addresses and all shop items involved. Also please copy and paste any error reports into your email to us.
Note: some email providers - notably AOL and Hotmail - trash our automatic replies. If you place an order YOU CAN NOT use an AOL email address as your primary address!
Errors in the Checkout page?
If you omit something, the error will be highlighted in red. Please correct your error. If you can not see your error, please save a screenshot of the entire Checkout page and upload it for viewing by Technical. See http://www.satcure.co.uk/useful/tech_help.htm#picture
Error when checking out similar to this?
Error Diagnostic Information
An error occurred while attempting to establish a connection to the service.
The most likely cause of this problem is that the service is not currently running. You can use the 'Services' Control Panel to verify that the service is running and to restart it if necessary.
Caused by rare failure of server. Unfortunately, it means that your order was almost certainly lost and will have to be placed again. We apologise for the inconvenience but this type of fault lies in the hands of the ISP and is beyond our control. We already pay a lot for a very reliable service but no ISP will give a 100% guarantee. I know how frustrating this can be (It happened to me during testing). Please go have a cup of tea, calm down, give the engineers time to reboot the server then try again.
Now please click the Catalog tab at the top of this page to place a order or the Email tab to contact Technical with full details of your problem.
VIEW CART picture. These are scattered around every shop page. Just scroll up or down and you'll see one.
