Frequently Asked Questions
We’ve compiled a list of generic questions we think you might want answered, however if you don’t find the answer to a specific query you may have, please contact us via phone on 01278 783322 or via our contact form.
What time are you open?
We are in the office from 9.00am – 5.00pm, Monday – Friday (excl. bank holidays and weekends). You can place an order online at any time on the website.
Is there a minimum order charge to qualify for free delivery?
Yes, all orders over £50 excluding VAT will automatically incur free delivery. Orders under the free delivery threshold will be subject to a £4.50 + VAT carriage charge. There are some exceptions to this, for example delivery to postcodes not deemed ‘mainland UK’ and also items which have a surcharge imposed by our hauliers – this cost will usually be displayed within the product description. Please refer to our delivery information for more details.
How long can I expect delivery to take?
Delivery times vary depending on what it is you’re looking to order. Some products have fast lead times and can be shipped the following working day, whereas others may take significantly longer such as items that are made to order. We must stress that our delivery times are only an estimate, so if you need an item guaranteed for a date – please get in touch with the sales team.
Can I get my delivery faster?
Possibly. Please call us prior to placing your order online and we will let you know if this is a feasible option for your chosen product(s).
Do your prices include VAT?
No, our prices reflect the cost of goods excluding VAT. Upon checkout, a 20% VAT charge will be applied.
Can I cancel my order if I change my mind?
If you have any reservations about your order and would like to cancel, please let us know at your earliest convenience and we will do our best to assist you. If however, your order has already been dispatched, you will then need to refer to our returns policy if your goods are no longer required.
Will I receive an invoice from you?
Yes, we aim to send an electronic invoice to our customers the following business day after the order has been placed.
What is your return policy?
Standard goods will only be accepted for return within 10 days of receipt and prior agreement with us. If you have received a faulty item, please contact us first so we can determine the most efficient way to resolve the issue.
Are my details safe with you?
We will never pass your details on to a third party without your permission to do so. Payment details are not stored, or in any way accessible on our system. This information is encrypted for security purposes.
What payment methods do you offer?
We currently accept any major UK credit/debit card and also offer PayPal as a form of payment. For more information on this, please see how to order.
Am I allowed to set up an account with you?
If you are interested in opening an account, please download our credit application form and return it back to us via post or email. A credit check on the company will be performed as a result of this.
Do you ever run promotions?
From time to time we will have a discount code live, or special offer on a product/product line. If you wish to be informed of any upcoming offers; sign up to our newsletter to keep up to date.