Ordering, Delivery & Returns FAQs

Seeing a list of Frequently Asked Questions is always helpful especially when you haven't dealt with a company before so, if you are new to us we have put together some of the most commonly asked questions that we have received from customers.

We don't, for one moment, think that these will answer all of the questions that you may have so if you don't see the question you wish to ask please call us +44 (0)1673895130 or visit our Contact Page where you will find a contact form.

You can order either by telephone, email or directly on this website. You can decide which is the easiest and most convenient way for you for you to place your order.

If you are an established customer or have an account with us, then you can email your order together with a Purchase Order number. You will receive confirmation of receipt of your order and an estimated delivery date.

We only sell our products directly through our website. We do this so that we have control over the amount and quality of technical information that is available for our customers and, where possible, ensure that we are able to give the best information and assistance.

You are welcome to collect your order from us once payment has been made as long as you make an appointment.

You can pay for your order by PayPal or most types of Credit or Debit cards with orders placed via the telephone or on this website.

We can also issue a Proforma invoice and will accept payment by bank transfer or cheque.

If you have an account with us, then you will be invoiced with terms of 30EOM with final payment accepted by any of the above methods.

If you place your order via this website then once the ordering process is complete, you will receive an automatic order confirmation.

If your order is placed over the telephone or by email then the order confirmation will be sent once the order details have been entered onto our system. You will also receive a confirmation when your order is despatched together with a receipt or invoice.

We love to send news, special offer discounts, and voucher codes to our customers. These are sent by email to customers who have given us opted in to the newsletters when placing an order, if sending feedback, signing up to our mailing list, or by contacting us separately to make such a request.

These email offers are entirely optional and customers can opt out at any time. We do not send contact information to any third party. If you are not on our marketing list currently and would like to be, please contact us.

For orders placed on the website then as soon as your order is complete, you will be issued with a receipt by email.

For all other orders your receipt will be sent once payment has been confirmed. For credit accounts, you will receive monthly statements showing your order and payment history.

We are more than happy to set-up a trade or credit account for you if you are going to be a regular customer.

You will need to complete an application form and, once established, your account will change your payment terms to 30 days EOM. Your account will also allow you to log-in to this website and place your orders using a Purchase Order number.

Please contact us for more information.

Different customers use purchase order numbers in different ways. Some insist that a number is used for every order placed and others only when an order is placed on account.

For either way, we are happy to take an order number and it will be shown on the appropriate paperwork including invoices, statements, receipts and delivery notes. If you are placing an order using your credit account, then we will insist on an order number before we despatch goods.

Providing that the goods you have ordered are in stock then we aim to dispatch orders within a few working days depending on the time of year. Orders are normally sent on a next day service with a few exceptions such as palleted goods and a delivery address in some parts of the Highlands and offshore. Many orders are with our customers the following working day, especially if the order is placed before midday.

If you choose our 'priority' despatch option, then your order is treated as urgent and it will be sent at the earliest possible time.

However you place your order, either by telephone, email or directly on our website we will inform you, as soon as possible, if your goods are not in stock and when they will be available

Our delivery rate varies according to the size/weight of the order - from £5 for small items, £8.50 for the standard parcel, to a tailored fee for palleted goods. This covers the packaging, paperwork and the actual delivery to your chosen delivery address.

This charge is for England, Wales and Scotland with an additional charge for some Highland locations as well as offshore. For Ireland, there may be customs fees and VAT to be paid on arrival.

Please CONTACT US with details of your potential order for a quote. At the checkout, you will have the option of adding priority handling for an extra charge - your order will be treated as urgent and dispatched at the earliest time possible.

Your delivery charge will be confirmed during the check-out process and before you are asked to pay for anything. If you have any queries, then please just call 01673 895130 or message us via our CONTACT US page.

Tell us as soon as possible.

Orders can take a few days to be handled depending on the time of year and so we give the option of priority despatch at the checkout. All deliveries are sent by a specialist courier and tracked until arrival. You will be informed when your consignment is on its way by email or text if provided. Delivery should then usually be expected within 1 - 3 working days. We do check on the progress of orders but may not be aware if there is a delay.

If your delivery has not turned up within the estimated time, then please CONTACT US online or call 01673 895130 so that we can investigate and help to resolve any issues. It is important to us that your delivery arrives as expected and in good condition as soon as possible.

It is very important to inspect your delivery before accepting it from the courier.

If it is damaged or parts are missing, then you can refuse the delivery. If this is not possible at the time, then any damage must be reported to us within 5 days so that we can investigate and arrange a replacement and we may ask for photos to help with any potential claim we may have to make.

The most important thing for us is that you have the goods you ordered and, in the condition, that you expect.