Ordering, Shipping and Returns

We’ve pulled together some of the most common queries to our customer service team. Click one of the questions below for an instant answer to your question. If you can't find the answer to your question then get in touch with us at info@pcwerth.co.uk

Frequently Asked Questions

Who are PCWerth and Etymotic Direct?
PCWerth is the leading shopping website for auditory and hearing-relating products. Our mission to bring the best specialist hearing healthcare products to millions of people to better their lives. We specialise in providing the best ear related care products, earphones, noise-protection, earplugs and hearing-aid accessories.
Etymotic Direct is the main UK distributor for Etymotic Research products in the UK and Europe. We work directly with Etymotic Research to ensure the best and latest product range provided with the highest customer service.
What payment options can I use?
PayPal and SagePay process our payments and through them, we accept most major credit and debit cards including Visa, Mastercard, Electron, Visa Debit, Maestro and Solo. Note that for payments made through SagePay, the billing name appears as "PC Werth" on your card statement.
Is payment secure?
All transactions on our site are secure. We use a secure socket layer (SSL) whenever transferring personal information and we only ever hold the last 4 digits of your credit or debit card in our system.
How do I use a promotional code?
Occasionally, we will provide promotional codes for selected customer groups or specific promotions. These will often be valid for a limited period of time, number of uses, or minimum basket size. If you have one of our promotional codes, you will need to type the code into the coupon code box during the checkout process. The promo code box is on the right hand side under the order summary. You'll then see the newly discounted total for your order once it has been applied.
Can I add another product to my order?
Once you have paid for an order and it is being dispatched you cannot add additional products to that order. Sorry.
Can I change my delivery address after I have placed my order?
You may be able to change the delivery address assuming the order hasn't yet been dispatched. Just send us an email using the "Contact Us" link in the Customer Service section at the bottom of the page and we'll take care of it. Let us know your name, order number and the new address you'd like to ship to and we'll try and get this sorted before the order is dispatched - we'll do our best to change the shipping address for you but we cannot guarantee we'll be able to change it before the order goes out the door.
Can I cancel my order?
You may be able to cancel your order before the order has been dispatched, just email us using the "Contact Us" link in the Customer Service section at the bottom of the page and we'll take care of it. Let us know your name, order number and which items you would like to cancel from your order.
Why is my order still 'Ordered' or 'Being Dispatched'?
Order status remains as 'Ordered' from when you pay for the order until it gets to our dispatch team, the status then changes to 'Being Dispatched'. This means that payment has successfully been taken and we are processing your order.
How are orders sent?
Our orders are typically sent either by Royal Mail first class delivery or by courier, depending on the size and value of the items we are shipping. Royal Mail first class aims to deliver the next day and at least within 3 working days. Courier delivery is guaranteed next day and we are able to track deliveries. Delivery to a number of areas with the UK including - Aberdeen, Scottish Highlands, Isle of Man, Isles of Scilly and Northern Ireland - may take longer than our standard delivery times stated above. Note that deliveries to Europe have a minimum of 3 days transit time.
What do I do if my order doesn't arrive?
If you have had email confirmation that your order has been shipped, but you have not received it and are concerned about the whereabouts of your order, please contact our customer services team by using using the "Contact Us" link in the Customer Service section at the bottom of the page and we'll take care of it.
I want to return some or all of my order. How do I do this?
You can request to return an item within 14 days of receiving the order if for any reason you're not completely happy with it. You must inform us of your intent to return the item by emailing us at info@pcwerth.co.uk including the order number, item description, the reason for return and as much information as possible. In order for us to refund a product, it must be unworn, unmarked, in perfect condition and in all original packaging. Returned items will be checked at the warehouse and a refund could take up to thirty days to be processed, although we will aim to refund you sooner wherever possible. We will send you an email to let you know that your return has been received at our warehouse and another to confirm that the refund has been processed. Whenever returning items, please ensure you keep your proof of postage to help cover you if the items go missing before they are received by our warehouse. We also recommend writing "Return" in big letters on the side of the package.
How do I return a defective/damaged item?
We're very sorry if you've received a defective or damaged item. If this is the case, however, please get in touch with us by using the "Contact Us" link in the Customer Service section at the bottom of the page and we'll take care of it. Include as much information about the fault as possible and a photo if you can; we'll let you know how best to proceed and hopefully we'll be able to source a replacement product for you.
Can I get my goods delivered faster?
Etymotic Direct will soon be offering an overnight courier service for addresses in the UK.
Do you offer exchanges?
Unfortunately we aren't typically able to offer exchanges directly through our website, instead we can process your return, refund you and you can then re-order a replacement product or item from the website as a new order.
How long will it take between returning my order and receiving a refund?
We will endeavour to refund you as quickly as possible and will do so as soon as we've received the product and have checked it at our warehouse. Please contact us if you have not received a refund within 30 days.
What are the shipping/ delivery charges for deliveries within the UK?
For orders that exceed £50 in total, delivery within the UK is FREE
Which countries in Europe do you ship to and what are the shipping/ delivery charges to those countries?
Current shipping charges vary from country to country, the following is a list of countries that we ship to and the shipping costs for deliveries to that country. Note that all European shipments (i.e. non UK) are sent via DPD couriers and take a minimum of 3 days transit. We do currently provide any alternative and cheaper shipping options to mainland Europe.

Austria AUT £16.30
Belgium BEL £14.10
Bosnia BIH £68.00
Bulgaria BGR £40.50
Croatia HRV £26.20
Czech Republic CZE £19.60
Denmark DNK £16.30
Estonia EST £26.20
Finland FIN £26.20
France FRA £14.10
Germany DEU £14.10
Greece GRC £40.50
Hungary HUN £26.20
Iceland ISL £68.00
Republic of Ireland IRL £14.10
Italy ITA £19.60
Latvia LVA £40.50
Lithuania LTU £40.50
Luxembourg LUX £14.10
Netherlands NLD £14.10
Norway NOR £68.00
Poland POL £26.20
Portugal PRT £26.20
Romania ROU £40.50
Russian Federation RUS £76.31
Serbia SRB £68.00
Slovakia SVK £19.60
Slovenia SVN £19.60
Spain ESP £19.60
Sweden SWE £26.20
Switzerland CHE £43.80
Turkey TUR £54.03

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