Heres a list of our customers
most frequently asked questions, you may well
find an answer to your question here, or on our Useful Downloads page. You might also like to browse our Testimonials page.
How much is carriage going to cost me?
The carriage cost varies depending on the product, quantity, delivery address and chosen delivery method. Our website will calculate the carriage when you get to the checkout stage so the best thing to do will be to add the desired quantity to your basket and proceed to checkout, this will tell you the cost before you need to confirm your order. Any orders over £250 nett will be carriage paid for standard delivery options (to UK Mainland only) Next working day delivery is still subject to a charge.
Do you deliver to the US (& Rest of World)?
We do, we offer international delivery to over 230 countries through our shipping partners. A list of destinations is available at the checkout stage. You have the option of using our default international shipping, or if you prefer to use your own shipping account or make your own collection arrangements, simply choose 'collect' at checkout.
The shipping cost to my delivery country seems high, can I use my own carrier to collect?
If you are ordering from outside the UK (or having your items shipped outside the UK) our website will calculate shipping costs based on the international carriers we use. If you have your own shipping accounts and would prefer us to use your account, or make your own arrangements - you can simply select 'Collect' and we will get your order ready for collection from our Oxfordshire warehouse.
Can I collect from you?
You can, Collection is an option you can select during the checkout process, whether this be collecting in person, sending a driver or arranging your own courier service. Orders marked for collection will be picked, packed and left ready in our warehouse. We do require around 2 hours between the order coming through on the website and being ready to pick up, just to give our warehouse team enough time to get the item(s) ready for collection. All collection orders must be pre-arranged as we don’t have a trade counter operation.
I need my order next day, do you offer this?
We do offer next working day delivery to UK Mainland. As long as the part is showing as in stock, you need to place (and pay for) the order before 14:00 (GMT) and select one of the “Fast Track / Overnight” options, we will then despatch your order with a tracked carrier service for delivery the following (working) day. Any orders placed after the cut off time where “Fast Track” has been selected, can’t be guaranteed to be despatched same day but we will try our best and these orders will be prioritised over standard delivery orders. If you need Saturday delivery you will need to “Collect” & arrange your own carrier as our staff don’t work Saturdays so aren't around to assist with any potential delivery issues.
If I’m passing / nearby to you can I come in and buy the products I need over the counter?
We're not a trade counter operation and therefore can only assist customers, if a collection has been pre-arranged. If you're planning to phone through your order in advance, you need to leave at least 2 hours to enable us to process and pack your order and to ensure that you're ordering full trade pack quantities, as indicated in our catalogue - or from the coloured blue section of our online pricing tables.
Otherwise, all orders for smaller 'web only' quantities, or part pack quantities would need to be placed online and the 'collect' option selected at the checkout stage.
Can I just place my order over the phone?
Direct through the office we can only process orders for full trade bag/box quantities. The website is more flexible in that as well as supplying the full trade pack sizes, we can also supply smaller packs and stock items are even available loose if required. You can easily see for yourself what quantities we can supply from the office, by looking at the pricing table on every product page. The orange portion of the table are 'web only' quantities and the columns in blue are available either through the website, or direct through the office.
Is there a minimum order?
There is no minimum order quantity or spend, for any items we are showing as “In stock”. For any parts showing as a “special order item” it’s something we would need to get in from the factory and therefore would be subject to a minimum order quantity. This amount will be listed next to the colour / finish option on the product page.
I can’t pay by credit card online, what other options do I have?
As well as our secure ePDQ payment portal we also offer the option to pay via PayPal, a proforma invoice (you will be emailed a profoma invoice and you can either pay over the phone or pay by cheque or a BACS payment) or for existing Trade account customers you can select Invoice and have it added to your account. All we need to do is link your online & trade accounts before you can start using this method.
I have a trade account, why can’t I select invoice as a payment option?
If you have a trade account with us we just need to link this account to your web account and you will be able to have your web orders put on your account as you would by ordering through the office, you can even provide a PO number to put against the order. It’s worth getting your account linked as this may also qualify you for trade discounts.
There is a product I’m interested in; can I have a sample before I order?
We do offer samples of many of our products directly through the website. All you need to do is look for the “Request a Sample” button on the product page, Its located just underneath the add to basket button. If you click this it will let you add one to your basket, then you can check out like a normal order and it will be sent out in the post FOC so you can try it before you buy. If you can’t see the “Request a Sample” button on a product it means we don’t have sample stock available for that item. If it’s a stock part you are interested in you are welcome to order this on a sale or return basis.
What if I need to return an item?
For any item you purchase that you're not entirely satisfied with, then provided you return it to us within 14 Days of receipt and the items are in a saleable (& if applicable boxed) condition, our quality team will inspect them and providing everything is ok we can offer a full refund on the cost of the goods. Any items returned after 14 days of receipt of the goods may be refused or subject to a re-stocking fee, if it's not been pre-arranged or faulty.
For “Special order items” brought in especially for you and not supplied from stock these can only be returned or exchanged if ‘factory faulty’ and with prior approval from ourselves. We're not responsible for return postage and will only refund the cost of any unwanted item, and not the initial postage costs unless the part is found to be 'factory faulty'.
For further information please see our returns policy
I can’t logon to my account; it worked fine on your old site?
When we re-launched our website in the winter of 2012 we were able to keep all of our existing web customer’s account details however these account need to be activated on our new site before they can be used. If you think this is you, all you need to do is:
1. Click “Login” in the top right of any page
2. On this page you will notice a pink box towards the bottom title “Important Notice – Have you already Registered?” click the link the in the box
3. Fill out this “Activate your account” form with the same details you used before (same surname and email address. But your password can be changed here)
4. And now your account will be transferred over and live to use
Any problems, please give us a call and mention you're trying to activate an old account!