This page contains answers to common questions from our users.

Placing an Order

Can I place an order over the phone ?

Whilst we do prefer for orders to be placed through our website it is possible to order over the phone if required. Our phone number can be found on the contact us page of our site.

Why do I have to register ?

Registering an account allows you to save your delivery and billing details on our site. You will have easy access to all of your orders and their states, simply by logging in to your account. Each time you want to place an order just log into your account and all your delivery details will be saved fo you.

Will you keep sending me lots of emails once I have registered ?

Not if you don't want us to. There is an option during registration that allows you to select whether you want to receive our newsletter or not. Our newsletter will contain details of special offers and new products.

Payment

What payment methods do you accept ?

We accept most major debit cards and credit cards through the secure servers on our site. All card details are heavily encrypted, to the extent that you will be the only person who can view the details when making the payment. Please view our secure ordering page for more information.

Unfortunately we cannot accept payment by cheque, postal order or on account at this time.

Do you store our card details ?

We do not store your card details, and you will have to re-enter them each time your order. Our system is completely automated to the extent that we will never be able to view the full details of your credit / debit card.

Product Pricing

Do your prices include VAT ?

Yes the prices on our website do include VAT.

Are the prices shown your trade prices?

Yes the prices on our site are our trade prices

Stock

Are the stock levels on your site accurate ?

Whilst we make every attempt to keep the stock levels on our site up to date every so often a product will show an inaccurate stock level. If we cannot fulfill an order because an item is out of stock we will contact you via email or telephone.

How often do you take new stock ?

We take new stock of products on a daily basis. If an item is shown as 'out of stock' please call our offices and they will be able to advise when we will be taking new stock of each item.

Delivery

How long does delivery take ?

Our aim is to deliver every order within 5 working days, once payment is received. Usually you will receive your order within a few days of ordering, however we ask that you allow 5 working days before contacting us regarding your delivery.

Please note that during busy periods such as around valentines day and mothers day deliveries may take slightly longer to arrive.

If you require an order by a specific date please contact us via email before ordering.

Do you offer a next day delivery service?

We can often offer a next day delivery service when orders are placed over the phone before 12:00. There is no additional charge for this. Unfortunately we cannot guarentee next day delivery when orders are placed through our website.

Why do you have a flat rate delivery charge?

As we deal mainly with the trade the majority of our customers will meet our minimum order value for free delivery. Also as we have a wide range of products with different sizes and weights it is difficult to work out an exact delivery price for each product and each combination of products ordered on the fly. Often we will lose out on delivery and the price that we charge is based on sending one box of goods via courier.

Can you give me an order date and time ?

Unfortunately we cannot specify an order date or time. Delivery will be made 9 - 5 monday to friday. Saturday deliveries carry a £25 surcharge per parcel.

Do you provide tracking information ?

If we send your order using a carrier tracking information will be provided once your order has left our warehouse. You can access this information by logging into your account and viewing your order history.

Will I have to sign for my order ?

Yes a signature will be required for all deliveries. Please make sure that you sign for the parcel correctly. You should check that you have received the correct number of boxes stated on the delivery note. If not the number you have received needs to be clearly marked on the delivery note. If the boxes appear damaged in anyway, you should also sign the delivery note as damaged.

We cannot process any claims for shortages / damages if the delivery note is not signed for correctly.

VAT Receipts

Will I receive a VAT Receipt?

Yes. A VAT receipt will follow in the post a couple of days after your order has left our warehouses

Missing Items

There are items missing from my order?

If you have received only part of your order please check the delivery documents that you have received. If these items are crossed off it means that we do not currently have the stock available and have not been able to obtain stock within a reasonable time period.

This can happen for a number of reasons and whilst the stock levels on our website are correct this does not take into account breakages in the warehouse and faulty products received from the manufacturer.

If you have received a partial order you will automatically receive the appropriate refund once the order leaves us.