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Phoenix Direct

Frequently Asked Questions

  • I cannot find the printer/product I require listed on your website?

There are a number of ways in which to find the product you require such as typing the cartridge number in the search bar at the top of the home page screen or selecting your printer model from the drop down menus underneath the 'Cartridge Finder' on the homepage.  If neither of these search attempts work for you please call us on 0800 01 55 777.

  • Do I need an account to place an order through the website?

No.  We offer the ability to create an account to make it easier for you to return and place further orders with us.  If you do not wish to create an account then this is perfectly fine and you can continue as a guest.  However please be aware that none of your details will be saved so the next time you return to the site you will need to re enter your details during the checkout process.

  • How do I create an account?

It is just a case of completing a short form available here

  • I have an account already but I cannot remember my password?

No problem, all you need to do is reset your password here

  • Can I ship my order to a different address to which my card is registered?

Yes.  You can confirm the delivery address during the checkout process and we can ship to an alternative delivery address.  Please note that sometimes this can alert our security system but rest assured if there is ever any problem with your order we will always contact you in the first instance.

  • When will my order be despatched, how much is delivery and when will my order be received?

Please view our delivery information page here

  • What if I am not home when delivery is attempted?

Should you choose to receive your order by Royal Mail then they will leave a card to confirm that they attempted delivery and that your order will be available to collect from the nearest depot (normally on the day after attempting to deliver).  If you chose Yodel to deliver your order then they too will leave a card to confirm that they attempted delivery and that your order will be available to collect from the nearest depot (unless bespoke instructions are left regarding the attempted delivery).

  • I have received the wrong product?

Whether the wrong product has been ordered or the wrong product has been sent please contact our customer services team on 08704 156 666 or email and we will arrange for the correct product to be despatched.

  • The product I have received is faulty?

In the first instance please contact our customer services team on 08704 156 666 or email as most issues can be rectified over the telephone and if not, we will arrange a replacement product to be despatched.

  • You have sent me a promotional code but it is not discounting my order?

To take advantage of the offer, input the promotional code in the 'coupon code' field when you reach the 'billing information' screen during the checkout process.  Each promotional code relates to different offers and will exclude certain types of product.  Be sure to check what products the promotional codes apply to.

  • I have added products from bundle deals to my basket but the total value is equivalent to the usual full price?

All appropriate discounts are made at the the final payment and confirmation screen.