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+353 1 460 2200

Lines open: 9am-5.30pm Mon-Fri

 

FAQ

 

binders line

Why Buy from us?

Dedicated Specialists
We have a team of 7 specialist account managers all specializing in specific areas of our product portfolio that can assist with on-site queries and specialist order requirements.

Service and technical support
We are the only company in Ireland with our own team of fully trained service engineers to support and maintain any equipment sold. You won't be left out in the cold to solve equipment issues. The DBC Group is your partner every step of the way.

Customer Service Centre
We offer customer service via telephone, email, live chat and fax…which is rare for an online company. We have a dedicated team of representatives whose sole job is to assist you. Our sales specialists can even visit your location to solve any problems or issues that you may have.

You can't find the comprehensive customer service options and the high level of service you receive with the DBC Group at other online companies.

Own Warehouse & Logistics
We stock and maintain our own warehouse with all specialist products sold so we can accommodate your special and urgent deliveries dependence on third parties. In addition we draw from a shared warehouse that stocks over 30,000 day-to-day office and print stationery all deliverable the next business day.
Do you want to save money by buying in bulk but don't have the storage facilities? No problem…we are able to hold call-off orders, which enable you to store your excess products at the DBC Group warehouse. You can start ordering in bulk and saving money today!

Own Fleet of Delivery Vans
We have our own fleet of delivery vans which are used to deliver specialist equipment or for customers that have particular and special delivery requirements. This means you can get your large or bulky items in a timely manner.

Buy direct from the manufacturer
We represent some of the major players in each product portfolio category and when special requirements are needed we can provide an immediate response and answer to any questions required.
Because we buy direct from the manufacturer we get better prices, process, service and parts than available from other suppliers. All these benefits are passed on to you, our valued customers.

Source Special products
Because we deal with many manufacturers around the world, we have the ability to get and source any product or special requirement that you may have. Just ask.

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What about Maintenance on Equipment?

Our motto of "Sell Direct, Service Direct" ensures that when you buy a shredder, binding or laminating equipment from us, you are assured that it will be supported by our own team of fully trained service engineers. And, as we do not subcontract our service work to third party companies, we can control, implement and fix any unlikely problems that you may arise. So, the "buck stops with us," and we appreciate the importance you place on after-sales support.

That's why our binding equipment come with a one year, fully comprehensive guarantee. So, in the unlikely event that your machine develops a problem within 1 year of purchase, we will replace it with a similar model or repair it for you. But that's not all: Because we have our own service department dedicated to servicing and maintaining shredders, you have the assurance of knowing your shredder will be maintained throughout its life. In addition, one year from date of purchase, you will have the option to initiate a service contract on your shredder. But don't worry, we'll send you a reminder when that date arrives!

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What is Live Chat?

It's Confidential, safe, fast and effective
As you browse our site you will notice "LIVE CHAT" buttons placed thought out our pages for your convenience.

Our LIVE CHAT facility is effectively a live online text-based messaging system. You are calling our call centre in Dublin and are answered and replied too by members of our customer service team. This will help you get answers to your questions in real-time. This service is not sub-contracted to third parties.

Its technological foundation is instant messaging software which allows us to communicate with you as you perform other computer-based tasks. But if you prefer, you can still opt to call us on 1850 246 346 and speak directly to your customer service manager.

Our Goal is to improve your online experience by offering an interactive service solution to take you step by step through the navigation of our web sites and provide instant help should you loose your way.

At DBC Group, we want to give you the options to choose and select the methods by which you interact with us. Answering your questions quickly and promptly is a priority for us. You can activate this service any time 24/7 when visiting any of our web sites. Furthermore this chat service is designed to add social interaction and immediate responsiveness to your internet shopping experience.

We invite you to try our new client service solution which facilitates an efficient service resolution and fosters a world-class customer experience.

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How much will delivery cost?

If you order over Euro 85 (ex VAT), delivery is free.

If you order under Euro 85 (ex VAT), you will be charged a nominal fee of Euro 13.50

Awkward or Bulky Item and Special Delivery Info

Sometimes products such as safes and other large items require special delivery arrangements. But don't worry; DBC Group is here to assist you at every turn. As always, you may call us at 1850 246 346 or send an email to info@dbcgroup.ie to inquire about special deliveries.

  • Within the Dublin Area – we operate our own fleet of delivery vans which allows us the flexibility to deliver awkward or bulky items directly to you. If you feel have a special delivery requirement, please contact customer service at 1850 246 346 and we'll do our best to accommodate your special needs.
  • Outside of the Dublin Area – we subcontract with the finest delivery services throughout Ireland. However, if you feel you have special delivery requirements, let us know. We may be able to accommodate your special request using our own fleet. Call us at 1850 246 346 and we'll be happy to help.
  • Upstairs Delivery – our couriers are only contracted to deliver to the address stated on the order. So if you need it delivered to a specific floor, don't forget to include that information on your order.

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When will my order be delivered?

We aim to get your Order within 24 hours of ordering and here are our minimum general service guidelines that we aspire to exceed!

Delivery Times

  • General office stationery - Next working day
  • Specialist equipment and bulky items - 5 working days
  • Non-Stocked Furniture and bulky items - Up to 20 working days
Delivery lead times are calculated in working days - i.e. Monday through Friday (excluding Bank Holidays). If you order after 5.00pm, please calculate your delivery time as if your order had been placed the following business day.

Standard Deliveries are normally delivered between 9am & 5pm. Special order items or heavier furniture items will have longer delivery lead times. One of our representatives will call or email you to inform you of the expected delivery lead time.

All deliveries must be signed for. If you are out when the courier arrives, the courier will leave a card with a contact number for you to call.

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Where do you deliver to?

We deliver domestically to the Republic of Ireland and Northern Ireland. .

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Can I choose a delivery date?

Of course, we are very flexible! But please note, that if place an order online it automatically goes into our online system for immediate delivery. So if you have special requests please call us immediately on 1850 246 346

All products, except backorders and bulky items are generally delivered next business day. Remember, our objective is to support you Online & Offline, so if you have a specific request our customer account managers can help facilitate you.

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What payment methods do you accept?

In order to provide the flexibility you deserve, the DBC Group accepts our 30 Day Credit business account as well as Visa, MasterCard and Laser Card. We also recommend that you submit your credit card information using our secure online payment option for immediate processing.

The DBC Group reserves the right to request a copy of the credit/debit card statement being used against a DBC Group online purchase. This is only to prevent incidences of fraud and protect you, our customer, from potential fraud on your credit/debit card.

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Do you send invoices and statements?

Invoices are mailed within 3 working days direct to your company address. You'll also receive a monthly statement of all purchases made within the previous months.

For your convenience, you can also request invoice copies via fax or email, simply contact our accounts department and we will oblige.

Statements will be posted directly to you every month for reconciliation by your accounts department.

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What about Order confirmations?

You can access your order confirmation in two ways:

  1. An order confirmation email will be sent to your login e-mail address when you check out. This is a full list of all the items your ordered.
  2. Click on the "My Account" section of the web site and you'll find your order details ready to view 24/7.
Both options can be printed off to serve as a receipt of your order confirmation.

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Our Price Guarantee

DocumentBinding.ie values your patronage and to prove it, we are willing guarantee you’ll always pay the lowest price.

If you find an Internet retailer in Ireland offering a lower price on an identical product of the same brand and model within 10 days of your purchase from us, we will credit your account for 100% of the price difference. In order to receive the credit, these criteria must be met:
  • The products in question must be identical, i.e. the same manufacturer and model etc.
  • The product must be priced in €.
  • You must be able to produce documentary evidence of the price of the product quoted by the other supplier, in the form of an official quote, internet address, etc.
  • The price quoted must be within the past ten days.

As you can appreciate, this price promise does not apply to:
  • Promotional prices or free offers that are not normal retail prices.
  • Old products and those not immediately available.
  • Prices based on printing or typo errors.
  • Products with special financing terms.
  • Agreed special contract pricing.
  • Companies that are not based in Ireland or office supplies retailers that do not sell online.
  • We reserve the right to amend this offer at any time, without notice.

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Do Prices include VAT?

All prices quoted on our site are EXCLUSIVE of VAT.

VAT Exempt Status:

If have a VAT exemption certificate on file, we will be happy to set up your www.dbcgroup.ie online account to this status. If you qualify for VAT exempt purchasing, please call 1850 246 346

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Are my account and credit card details secure?

Absolutely! The DBC Group works hard to protect your personal information. We will not give, sell, trade or rent in any way or form, information supplied by our customers to a third party.

All our credit card transactions are processed by Datacash, Euroconex & Bank Of Ireland. The DBC Group uses a secure server to automatically transmit an encrypted message to Datacash, Euroconex & Bank of Ireland. We are so confident that your credit card details are safe that we back it with our secure payment guarantee.

In the highly unlikely event that a DBC Group transaction results in an unauthorized use of your credit card you should follow the reporting procedures recommended by your credit card company and contact us immediately on our helpline 1850 246 346

Most credit card companies cover all charges that result from unauthorized use of your credit card. Some limit your liability to €100.00. If your credit card company holds you liable for unauthorized charges for credit card purchases made on our secure server, we will reimburse you for the liability you incur from the credit card company, up to a maximum amount of €100.00.

Please feel free to visit our Payment Processing Partners:

Sagepay

Sage Pay is the union of Protx, the fastest growing payment service provider (PSP)
and Sage, one of the UK’s most trusted business brands. It offers our 25,000+ customers  a secure payment service for the 4 billion transactions that we undertake on their behalf  each year.

The philosophy that has driven the company since the  launch in 2001 is still at the heart
of thebusiness – to give the customers more than they pay for, and to make it really easy
for them to do business. It makes the process of accepting payments simpler, faster and
safer for the customers, and consistently give them more for their money – more products
and services and greater safety and security.


For more information visit www.sagepay.com

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How do I return products?

The DBC Group gladly accepts returns within 7 days of delivery. To return a product within 7 days, please follow these 2 easy steps:

  1. Repack the product in the original packaging and then place the entire product including the original packaging in a sealed plastic bag.
  2. Contact us in order to arrange a return.
Please do not send in any items by post as this will delay the processing of your return.

Returned products must be new, unused and in a resalable condition unless they are faulty, defective or were damaged on receipt of delivery. Damaged, faulty products and shortages need to be brought to our attention within 7 business days. Please contact us in order to notify of damage or shortage.

Acceptance of return requests for any product after 7 working days is at the discretion of the DBC Group.

Return/Exchange Exceptions

We also cannot exchange or refund your product if it has been specially ordered for you.

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Can I exchange items I ordered in error?

DocumentBinding.ie offers a simple exchange service because we know your time is of the essence. If the item you ordered is not what you were expecting we will collect the product, free of charge.

Just click here to arrange for the exchange (be sure to include order number, product details, serial number, etc.) and then re-order the correct item. That’s it!

You’ll receive an email advising you of the return number. You item(s) will be picked up within 5 business days from the date the return number was issued. A full refund will then be issued within one week of the pick-up date.

If you have paid by credit/laser debit card then the refund will go back onto that card paid with.

Exchange Terms
  • You must contact us within 7 business days from the delivery date.
The product must be unopened, with any seal intact, and unused. It should be in its original packaging and in good condition. Please place the product including the original packaging in a sealed plastic bag ready for collection.

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What if I received a faulty item?

If you receive a product that is faulty, click here to email us immediately.

Please include in the email a brief description of the fault, a member of our customer service team will contact you shortly afterwards and arrange for the appropriate action to be taken.

Please ensure you provide the serial number of the unit which is faulty. This will be located on the unit itself or on the box it was shipped in.

We will advise you of the returns number and re-order number via email; goods will be collected within three working days from date of returns number being advised.

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