Frequently asked questions

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

Contact

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

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

Our VAT number is GB508268734.

Our company number is 02265990.

we don’t have a shop or showroom, but we operate a small trade counter at our warehouse in Ashton-under-Lyne.

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

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. It’s worth noting that any discount code you may find will only work on our website.

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

Of course, there’s a comments box at the checkout where you can add a purchase order number.

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.

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

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

We accept payment by credit and debit cards issued by Visa, MasterCard or JCB. For orders over £5,000 we also accept payment by FPS bank transfer.

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

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.

We don’t offer a credit facility, any order you have to place must be paid for in advance.

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

We don’t currently accept PayPal as a payment method.

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

This isn’t something you’ll need to ask for. A VAT invoice will be emailed to you automatically when your order is shipped. If you’re collecting, your invoice will be emailed when your order is ready to collect.

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

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!

Our website will usually place out-of-stock items on back-order. Some items may be discontinued or simply unavailable at this time, these will not be available to purchase, you should check for an alternative or try again at a later date.

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

These products are either non-standard or have been discontinued so you won’t find them on our website.

We’d suggest having a look at the datasheet or technical information which is available for the vast majority of our products.

We cannot supply CAD files in any format for our products.

Please get in touch with our team to discuss this further, we’ll need some further details such as one-off and ongoing quantities, delivery timescales and what the end use is.

As long as it’s the same product we’ll certainly take a look. You can find out more and submit a request here.

Our pricing isn’t static and can go up and down on a daily basis, the price at the time of placing your order is the price you’ll pay.

We don’t offer custom procurement services, any item not listed on our website wouldn’t be a part of our range at this time.

Unfortunately not, we don’t currently offer an identification service and aren’t able to specify individual products.

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.

Most of the time you can. Check your order history for a tracking number.

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

PODs can usually be obtained directly via the courier’s delivery tracking page. Note: Some couriers only make POD’s available for 30 days post delivery.

Yes, select “Collection” at the checkout. We’ll let you know when your order is ready for collection.
To avoid a wasted journey, please do not attempt to collect or instruct your courier until you have received confirmation from us that your order is ready to collect.

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 you need further assistance you can contact us.

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

We do, but there are some conditions. See our delivery page for more details.

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!

You likely have a product in your cart that’s excluded from the offer, or your postcode is excluded.

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.

Our carriers don’t currently offer timed delivery services.

If there’s a specific day that’s best for delivery do let us know and we’ll try our best to accommodate your request, but cannot offer any guarantees.

We’re sorry for the delay but as our transit times are estimates only and not guaranteed we’re unable to offer any form compensation or refund. However, if you’ve paid for a pre-noon delivery that arrived after midday please contact us.

For some of our products this is an option, to discuss this further please contact our team.

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.

We’re very sorry to hear that! Please complete our returns form and we’ll be in contact.

We’re very sorry about that! Please complete our returns form and we’ll be in contact.

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.

In most instances, you’ll need to return the goods to us at your own cost. Further instructions will be provided when your request has been reviewed by our team.

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.

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.

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

No problem, just request a new password.

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

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

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.

We don’t offer credit accounts.

Credit accounts held with Besseges are on a separate system and not valid for use on our website.