0333 323 2329
FAQ
My Account
Your account area is designed to make shopping as easy as possible. From here you can easily see your purchase history, make repeat purchases, change your delivery and contact details and even save address details and payment methods.
You can also subscribe to our newsletters to keep up to date with product and company news.
Issues signing into my account?
When signing in if you are having any issues please check the below.
- Ensure you are using the same email address and password that you registered your account with, this can be found looking at the email on previous orders or your welcome email.
- If you cannot remember your password, please click on the forgot your password button on the sign-in page. Here you will be able to enter your email address and we will send you a link to allow you to create a new password.
If you are still having issues signing in after the above please contact our sales or the customer service team on 0333 323 2329 who will try to help you resolve the issue.
Amending my account details?
Click on the My Account button at the top of the site.
Once signed in you will have a range of options including your account information, address book, shipping addresses, and any payment methods.
How do I become an account customer?
To sign up please register when placing an order, alternatively, click on the My Account button at the top of the screen and you will see a create account button.
An item is missing from my order?
Your order may be sent out on more than one delivery. Please check with our sales team.
Trouble placing an order online?
If you are having any issues placing an order online, please contact our sales team who will be happy to help.
Having problems using my card online?
if you are having problems using your card online. Please try to resubmit your details if this continues speak with your card provider first then give us a call.
Can I place phone orders?
We can accept orders over the phone but no longer accept payment over the phone.
Payments can be made by bank transfer or through a payment link sent via our payment provider Stripe.
I haven't received an order confirmation email, what should I do?
If you haven't received a confirmation email, firstly check your junk email.
If the email is not there please call us and we can check your order status.
Payment Methods
We accept all major credit and debit cards, also bank transfers, or cheques.
Payment online can be made via PayPal, Google, or Apple Pay.
Is Stripe safe?
Yes. Stripe exceeds the most stringent security standards
SSL Protected
All transactions are SSL (Secure Socket Layer) protected. Your information is securely transmitted during the processing of all payments.
PCI Compliant
Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your information is safe and secure.
Encrypted
All credit card numbers are encrypted and safely stored in Stripe's state of the art data-center. This ensures both the security and integrity of your information.
Is Paypal safe?
When you send a payment using PayPal, we won't receive sensitive financial information like your credit card or bank account number. This way, you don't have to worry about paying people you don't know.
Additionally, when you pay with PayPal on any website PayPal Purchase Protection covers you if you have a problem.
Invoice or VAT Receipt
If you have created an account online when placing your order, you are able to log into your account a print your invoice.
For any other orders or if you have checked out without signing up, please contact our sales team and we will be able to email a copy of this to you.
Cut off for next-day deliveries?
Our cut-off for small parcels is 2 pm and for pallets 12:00 pm
Where is my order?
Please confirm the estimated lead time for the items you ordered. This is typically located on the product page of the website or on your order confirmation. For your peace of mind, we can check delivery dates for you; just give us a call.
If your item is still within this time window, it should be delivered soon.
Please get in touch with our sales staff if your expected delivery date has gone so that we can help you with your enquiry.
Which couriers do we use?
We use APC for small items such as parcels and boxes and Revolution for larger items on pallets
Tracking Links
To track your parcel click the link below you will need the consignment number from your shipping email and the delivery postcode to track your order.
What are my delivery options?
We offer courier delivery, for large items our standard delivery is customer offloading.
If you require a tail-lift delivery or there is an issue with access please call us to find out available options.
Weekend deliveries?
We only deliver Monday - Friday
Delivery times are between - 8 am to 6 pm
Can I change my shipping address?
This may be possible to change however it depends on the status of your order. Contact us as soon as possible and we will try to amend this for you.
Delivery Comments
When placing your order please let us know in the comments section any relevant additional information we would need to know when making the delivery.
Do I need to be in when my order is delivered/ Can goods be left in a safe place?
Normally all deliveries require a signature. However, if you're happy for the delivery to be left somewhere safe, this is at your own risk, then please add details to the delivery comments on check out.
Around 8 am on the day of delivery APC sends an SMS and eMail notification with a 1-hour delivery window.
You may change the delivery date by replying to the notification sent by the courier.
I have missed my delivery, what is next?
For small parcels, these are sent with APC.
Follow the instructions on the ‘sorry we missed you’ card/email notification and use the APC Called Tool or click here to contact your local depot to re-arrange delivery or to collect your parcel.
Please get in touch as soon as possible; deliveries may be returned to us in three working days if you do not contact our sales team.
Rebooked Deliveries
Rebooked deliveries will be attempted on the same service as originally chosen and for this reason, we do not offer the option to choose a timed or Saturday service when rebooking a delivery.
For larger items that will be delivered on a pallet, this may incur additional delivery charges to re-arrange delivery. Please contact our sales team for more information.
Can I collect my parcel myself?
If you have received a ‘sorry we missed you’ card and you prefer to collect an item, please call your local depot to verify that the item has arrived back there before going to collect it. Please also check opening times when you contact the depot.
You will need to bring the card we left and proof of your identity as well as confirmation of your address.
Can I have free shipping on my order?
We all like 'free' but the costs have to be absorbed somewhere, we'd rather be transparent and identify the shipping charges to you.
Having said that we do offer free delivery on certain promotions and net order values.
Unless otherwise stated, 'Free Delivery' during promotions is limited to online orders and delivery to mainland GB with a standard 3-5 day delivery service.