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Frequently Asked Questions

Try our FAQ for common queries about us and our service. 

If you don't see the information you want, please complete the email enquiry form or contact us by phone.

We'll be pleased to help.

Who is Mark 5 Ltd?

Can I place orders 24 hours a day on the Mark 5 website?

How do I find what I am looking for?

The item I'm looking for is listed but the quantity in stock reads zero - why is that?

The part I'm looking for is listed as 'additional availability - sourced from one of our affiliates' — what does this mean?

What if the item I want isn't listed at all - can you still help?

How often is the website updated?

What happens if two customers try to buy the same item at the same time?

How do I know it is safe to shop online with Mark 5?

Can I have my goods delivered to any address?

How will I know if my order has been accepted?

How can I track my order?

What is Mark 5's refund/cancellation policy?

What will happen if there is a problem with delivery?

Can I change the details of my order once it has been placed?

I urgently need my goods.  Can I request a next-day service?

How can I get a next-day delivery after your cut-off time?

What are your shipment charges?

I placed an order with you this morning and now I want to order something else.  Can I combine the two to save on delivery charges?

Do you have a minimum order?

What is your Priority Despatch service?

What happens if my goods are damaged when I receive them?

Please make sure you read our Terms and Conditions of Business.

Who is Mark5 Ltd?

Mark 5 is an electronics company based on the south coast of England, specialising in stocking and sourcing obsolete/hard-to-find semiconductors and discrete components.  Our offices are based at: 

4a Fernwood House

45 - 47 London Road

Cowplain

Hampshire

PO8 8DH

We can be contacted by phone, fax or email as follows:

Tel: +44 (0) 23 9261 8616

Fax: +44 (0) 23 9261 8619

Email: customerservices@mark5.com

Alternatively, you can use the Enquiry page to contact us (this form can also be used for sales enquiries).

For more information on Mark 5, please visit the About Us page.

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Can I place orders 24 hours a day on the Mark 5 website?

Yes! The Mark 5 website is open for business 24 hours a day, 365 days a year. As our offices are only open for business from Monday to Friday, 8.30-5.30pm (UK time), online orders are subject to cut-off times (which are available on the Shipping Rates page) as well as U.K. holidays. Orders received overnight (or after our cut-off times for guaranteed same day despatch) are processed first thing the following morning.

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How do I find what I am looking for on the Mark 5 website?

There are three ways for you to search the Mark 5 website. You can use the Stock List or Quick Browse facilities (which you can find in the menu on the left of the screen) which give you access to the various categories - all conveniently filed into 'stock' and 'non-stock'. Alternatively you can use the Search facility and enter the part number - or partial part number - that you are looking for. By using the Search Type drop-down menu you can choose how you want to search (i.e by matching all the words you enter or by choosing to search for items which start in a certain way). The Search facility will look for matches in both the product name (part number) and description lines, so feel free to enter extra information such as voltage, product or package type.

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The item I'm looking for is listed but the quantity in stock reads zero - why is that?

The item you are looking for is almost certainly one we have recently stocked or are confident we can supply from one of our worldwide suppliers. Click the Enquire button to send us an enquiry and one of the sales team will respond to you.

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The part I'm looking for is listed as 'additional availability - sourced from one of our affiliates' — what does this mean?

In addition to our large inventory, we source some components from a selection of affiliated suppliers meeting Mark 5 standards. Our customers can select and order an affiliate item as if it were a standard Mark 5 part.

Affiliate items only differ in how they are displayed, in that both an availability AND a quantity in stock may be shown i.e. ‘(Availability 7-14 UK business days) Stock: 100’. This means our affiliate has 100 pcs in stock but that delivery to you will take between 7 and 14 business days.

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What if the item I want isn't listed at all - can you still help?

There are many devices that Mark 5 can source for you so we would strongly recommend you visit the Enquiry page, fill out the form and send it to us. One of our sales team will reply to you. We always try our best to help and can often find items that we have not previously stocked or that you have been unable to find elsewhere.

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How often is the website updated?

The Mark 5 website is regularly updated throughout each and every working day to ensure that stock levels are correctly listed online.  Occasionally parts may be incorrectly listed on the website, however we try our best to make sure this happens very rarely.

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What happens if two customers try to buy the same item at the same time?

The first to place the item is their shopping basket has priority to proceed to the checkout and purchase it. All other customers attempting to buy the item online are advised that the device they require is currently in another customer's shopping cart, and to try back later in case the other customer does not complete their order.  Obviously this only applies in cases where the amount of stock in shopping carts approaches the total stock available.  There is nothing to stop ten customers buying 50 each of an item if there are 500+ in stock.

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How do I know it is safe to shop online with Mark 5?

The payment process on the Mark 5 website is operated by Protx. At the end of the order process you will be automatically taken to Protx's secure server where you will be asked for your credit card information. This is not stored by Mark 5. In fact, we at Mark 5 never get to see your card information for orders place on our website. Confirmation of your payment will be sent to you and to us automatically by Protx.  For more information on the security of the payment system we use on the Mark 5 website, please visit Protx.

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Can I have my goods delivered to any address?

In an effort to protect our customers and our business from online fraud, we insist that goods are delivered to the registered cardholder's address. For more information on our Anti-Fraud Policy, click here.

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How will I know if my online order has been accepted?

When you place an order on the Mark 5 website, you will be sent an order confirmation by email as soon as we have received your order.

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How can I track my order?

Just send an email to customerservices@mark5.com stating the order ID number (which you will find on the order confirmation email you received) and we will reply immediately with the progress of your order.

Alternatively you can click here for Royal Mail's Track and Trace service (a new window will be opened).

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What is Mark 5's refund/cancellation policy?

If you are an individual consumer then you have the right to cancel your order any time up to seven working days from the date you receive your goods. All you have to do is let us know in writing, and return the goods in the same packaging and condition as they were received. Your credit card will then be refunded within 30 days of the order date.

If you are a business customer you may cancel your order at any time however a 25% cancellation fee will apply plus you will have to pay the price of the goods contained in the original order as well. After delivery you may not reject any goods which have been correctly supplied as per your order without our prior written approval.

For more information, read our Refund Policy page.

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What will happen if there is a problem with delivery?

We will always do our very best to inform you of any delays in delivery. In the case of stock items these are rare as we do our best to keep our website updated regularly. However, delays can occur with items placed on back order. These delays are usually out of our control though we always do our best to ensure our suppliers despatch goods to us promptly.

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Can I change the details of my order once it has been placed?

If you need to amend any details of your order you should contact us immediately at customerservices@mark5.com, or by fax on +44 (0)23 9261 8619. Provided your order has not yet entered the shipping process then we will always do our best to amend your order for you.

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I urgently need my goods.  Can I request a next-day service if I order online?

If you are based in the U.K. and are ordering only stock items (or have opted for a split shipment and have at least one stock item in your order), then yes you can. We offer two guaranteed next (working) day services, Royal Mail Special Delivery by 9:00am and City Link by 5:30pm.
To guarantee same-day despatch, UK stock orders must be RECEIVED by 1:00pm. After this time, same-day despatch can only be guaranteed by the selection of our £10 Priority Despatch charge, and only up to 3:30pm. All other orders will be considered to have arrived at 8:30am the following working day.
Please note, even though next day delivery of international orders is not available, same day despatch can be guaranteed as long as the order is RECEIVED by 12:00 midday.

Full details can be found on the Shipping Rates page here. 

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How can I get a next-day delivery after your cut-off time?

Next-day delivery of stock orders placed after 1:00pm can only be guaranteed using our Priority Despatch service, at a cost of £10. This option is available during the shopping cart process on our website.

Priority Despatch guarantees your order will be dealt with immediately and despatched ahead of all other orders. It is available at all times of the day and with all methods of shipment.

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What are your shipment charges?

We offer several different services for shipment depending on your location and how quickly you require your goods. These are listed on their own page on the website, which you can visit here.

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I placed an order with you this morning and now I want to order something else.  Can I combine the two to save on delivery charges?

Provided your first order has not yet reached the shipping process and you let us know by email at customerservices@mark5.com or fax on +44 (0)23 9261 8619, then we will always try to combine two or more orders for you. Please note however that our shipping rates are set in relation to the total order value, so the carriage charge quoted online for the first order may increase. We will let you know if this is the case.

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Do you have a minimum order?

A £10 GBP small order charge is applicable on all orders under £25 GBP (net goods only). This means if the value of your goods is less than £25 GBP, you have a choice of paying the small order charge or adding items to your order.

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What is your Priority Despatch service?

Mark 5's Priority Despatch service costs £10 GBP and guarantees that your order will go straight to the front of the queue and be made ready for despatch before all non-Priority orders. Priority Despatch is available with all methods of shipment.

Between 1:00pm (the time by which UK stock orders must be received to guarantee same day despatch) and 3:30pm, Priority Despatch must be selected if a next (business) day delivery is required.

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What happens if my goods are damaged when I receive them?

Individual consumers should contact us in writing at customerservices@mark5.com or by fax on +44 (0)23 9261 8619 within ten working days of the delivery of the goods. We will always offer to replace any faulty goods or refund the amount paid if replacements are not available.

Business customers must obtain our written approval to return the goods in question, and then return the goods to us in their original packaging. A handling charge may be applicable.

For more information visit our Refunds Policy page.

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Please make sure you read our Terms and Conditions of Business.