FAQs

General

How can I contact you?

By email or telephone, see our contact page for full details.

What are your opening hours?

We're open 8:00am - 17:00pm, Monday - Friday (excluding bank holidays).

Where are you based?

Our warehouses are based in Ashton-under-Lyne, Lancashire.

What's your VAT number?

Our VAT number is 508268734.

What's your company number?

Our company number is 2265990.

Do you have a brick-and-mortar showroom or shop I can visit?

Although we don't have a shop or showroom, we operate a trade counter service at our warehouse in Ashton-under-Lyne.

I'm looking for support with a technical requirement.

We can help with that! Get in contact with our team.

Do you have sales representatives who can come out to see me?

Unfortunately not, to keep our prices low we don't have external sales reps available to web customers.

Are you ISO 9001 accredited?

We certainly are. Find out more on our quality management page.

Orders

Can I order by email or telephone?

Yes, for orders placed by email or telephone, we'll send you a WorldPay card payment link by email.

Are the prices the same online and on the phone?

No, they can differ. You'll find our cheapest prices online. You can order by phone but prices may be higher than those here on our website.

How do I modify an existing order?

Please contact us directly (telephone is usually the quickest) to request an amendment to your order. Once an order has been processed it cannot be changed.

Can I add a PO number to my order?

Of course, there's a comments box at the checkout where you can add this.

A colleague has placed an order on your website. Can I have an update or information about their order?

You'll need to contact the person who placed the order. In line with The Data Protection Act 2018 (GDPR), we cannot discuss an order with anyone other than the account holder. We also only accept communications regarding orders from the email address or telephone number associated with the account holder.

Do you accept orders from outside of the UK?

Yes, we do. However, certain countries may be geo-blocked by our payment processor (WorldPay) in line with its own security policies or UK Government policy.

Can I issue a purchase order to you?

Unfortunately not, you'll need to order online or by telephone and pay by credit/debit card.

Can you fill out our supplier questionnaire?

Unfortunately not, as an online store we don't accept or reply to requests to complete supplier questionnaires.

Products

I can't find the item I'm looking for or it is not in stock.

If you can't find what you're looking for, or the item you need is out of stock you can contact our team.

Is test certification available for my product?

Yes, where available you can request this using the comments box at the checkout. However, we're unable to accept retrospective requests for certification.

I'm looking for a product code starting with ME, MS, SH, RP or RW, why can't I find it?

These are codes generated by our internal system for customer-special (one-off) items, these aren't part of our standard range so you'll not find these on our website.

I need further details about one of your products.

Most of our datasheets are online, if not you can always contact us for more details.

I need CAD files for one of your products, can you provide this?

Unfortunately, we cannot supply CAD files in any format for our products.

Do you offer discounts for bulk orders?

In many cases, we can. Contact our team with your exact requirements to discuss this further.

The price has changed on an item I've previously bought or been looking at, can you match the old price?

Our prices change frequently, sometimes daily. The price you see on the day is the price you'll pay, we're unable to match previous prices.

Payments

What payment methods do you accept?

We accept payment by credit and debit cards issued by Visa, MasterCard or JCB.

Do you have a minimum order?

Yes, we have a minimum order value of £15.00 inc VAT.

Is there a payment limit?

For card payments, there's a limit of £5,000. For values above £5,000 we accept payment by bank transfer.

Why is my payment being declined?

Only your card issuer can advise why a specific payment has not been authorised (declined). You should contact your bank or card issuer for support.

Do you accept American Express (AmEx)?

At this time we're not able to accept American Express.

Do you accept PayPal?

At this time we don't accept payments via PayPal.

Do you accept payments via Apple Pay or Google Pay?

At this time we're unable to accept mobile payments. This includes Apple Pay, Google Pay and Samsung Pay among others.

How do we request a VAT invoice?

A VAT invoice will be emailed to you automatically when your order is shipped, or for collection orders, once your order is ready to collect.

Can I pay by bank transfer?

Yes, we accept payment by FPS (Faster Payments Service) for amounts over £5000. Anything below this can be paid for by credit or debit card.

I'm collecting, can I pay when I get to you?

Unfortunately not, all orders must be paid for in advance. If you don't complete payment, your order doesn't complete and never comes through to us!

Delivery

Which couriers do you use?

Generally, we use UPS or DX for standard boxes or tube bundles and The Pallet Network or DSV for bulk items. If you're in our area we may use our delivery vehicles. We may also ship directly from the manufacturer.

Can I track my order during transit?

Check your order history for a tracking number, if no tracking number is shown please contact us directly.

Can I redirect an order in transit?

Some carriers will allow this, check the order tracking to see if this option is available. We cannot redirect a shipment on your behalf.

How do we request proof of delivery (POD)?

PODs can usually be obtained directly via the courier's delivery tracking page. Please note, after 6 months POD availability is not guaranteed.

Can I collect my order?

Yes, select "Collection" at the checkout. We'll let you know when your order is ready for collection.

What do I do if my order has not arrived?

Check your order online to see if it's been shipped and if there's a tracking code, if so that's your best place to start. If there's no tracking number you can contact us.

Can I have a same-day delivery?

Our carriers don't currently offer same-day deliveries.

Do you offer international shipping?

Yes, we do, on most orders over £150 ex VAT. See our delivery page for more details.

I'm ordering from outside the UK, your website isn't offering me a delivery option.

This means our website has determined that your order is ineligible for our international shipping service, or we don't deliver to your country. See our delivery page for more details. Please do not select collection if you require delivery. If you're subsequently unable to collect, your order may be cancelled and subject to restocking charges!

My order is over £250 ex VAT, but there's no free delivery option.

You probably have a product in your cart that's excluded from the offer, or your postcode is excluded. If you think there's something has gone wrong please contact us.

Can you offer international delivery for pipes?

Our pipework is only available for delivery within the UK mainland. You can try to arrange your own transport for lengths of tube but we would strongly advise trying to source this material domestically first.

Can I specify a time or time slot for delivery?

Our carriers don't currently offer timed delivery services.

My delivery is delayed, can I have my money back?

Unfortunately not. Our transit times are estimates only and not guaranteed. However, if you've paid for a pre-noon delivery that arrived after midday please contact us.

Can you offer plain-label/drop-ship delivery?

Yes, to discuss this further please contact our team.

My delivery cost is higher than expected.

Our delivery costs are weight-based so heavy orders cost more to deliver. Surcharges also apply when shipping to some areas such as the Scottish Highlands or the Isle of Wight. Full details can be found on our delivery page.

Returns

A product I've purchased has arrived damaged. What should I do?

Please fill out our returns form describing the issue and we'll be in contact.

You've delivered the wrong item to me, how do I return it?

Please fill out our returns form and we'll be in contact.

I no longer want/need the item or have ordered the wrong thing, can I return it?

Within 14 days of receipt, fill out our returns form and we'll review your request. If we accept your request we'll provide you with return instructions.

Do you arrange collection or do I have to send it back to you?

You will need to return the goods to us, we're not liable for any return shipping costs. You can find our full terms & conditions here.

I've placed an order for collection but cannot arrange transport, can I cancel my order?

If this is the case please fill out our returns form and we'll be in contact. Cancellation is normally allowed within 14 days subject to our standard 30% restocking fee.

International delivery is too expensive for my order. Can I cancel?

We understand that international delivery can be expensive, please fill out our returns form and we'll be in contact. Cancellation is normally allowed subject to our standard 30% restocking fee.

Do you charge a restocking fee on returns?

Where we accept a return request on a non-faulty product we may charge a 30% restocking fee.

My Details & Account

I've forgotten my password, can you help me?

No problem, just request a new password.

How do I change my password?

You can change this from your account dashboard. If you've forgotten your password you can request a new password.

How can I update my contact details or saved addresses?

You can update all of your details from your account dashboard.

Can I use a shared account or email address?

We don't specifically disallow this. However, we do advise against using shared or "common" accounts or email addresses and recommend each user has a separate account registered to their own email address.

Can I open a credit account with you?

Unfortunately, we don't offer credit accounts for use on our website at this time.

I have an account with Besseges VTF, can I use it here?

Credit accounts held with Besseges aren't valid for use on our website.