Frequently asked questions
We’ve collated a list of the questions we get asked most often by our customers and put them all here on our website for you. There’s a strong chance that your question has been answered below but if not please don’t hesitate to contact our team.
Your question might even find its way onto this page where it can help other customers!
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 GB508268734.
What's your company number?
Our company number is 02265990.
Do you have a brick-and-mortar showroom or shop I can visit?
we don’t have a shop or showroom, but we operate a small trade counter at our warehouse in Ashton-under-Lyne.
Orders
Can I order by email or telephone?
Yes, for orders placed by email or telephone, we’ll send you a BeePaid 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. It’s worth noting that any discount code you may find will only work on our website.
How do I modify an existing order?
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.
Can I add a PO number to my order?
Of course, there’s a comments box at the checkout where you can add a purchase order number.
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 (TakePayments) 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 requests to complete supplier questionnaires.
Payments
Which payment methods do you accept?
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.
Is there a minimum order?
Yes, we have a minimum order value of £15.00 ex VAT.
My payment is being declined. Can you tell me why?
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.
Can you offer credit terms (E.g. 30 Days EOM)
We don’t offer a credit facility, any order you have to place must be paid for in advance.
Can I pay by American Express?
At this time we’re not able to accept American Express.
Can I pay using PayPal?
We don’t currently accept PayPal as a payment method.
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?
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.
Can I pay by bank transfer?
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 on arrival?
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!
Products
The item I'm looking at says it's out of stock.
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.
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 products are either non-standard or have been discontinued so you won’t find them on our website.
I need further details about one of your products.
We’d suggest having a look at the datasheet or technical information which is available for the vast majority of our products.
Can I request CAD files for your products?
We cannot supply CAD files in any format for our products.
Do you offer bulk discounts?
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.
Do you offer price matching?
As long as it’s the same product we’ll certainly take a look. You can find out more and submit a request here.
Why has the price of a product changed?
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.
I need something not listed on your website, can you get hold of it?
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.
Can I send you a photograph or techincal description of the product I'm looking for?
Unfortunately not, we don’t currently offer an identification service and aren’t able to specify individual products.
Deliveries
Who will deliver my order?
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 delivery?
Most of the time you can. Check your order history for a tracking number.
Can I redirect an order in transit?
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.
How do we request proof of delivery (POD)?
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.
Can I collect my order?
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.
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 you need further assistance 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?
We do, but there are some conditions. 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 but there's no free delivery option.
You likely have a product in your cart that’s excluded from the offer, or your postcode is excluded.
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.
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.
My delivery is delayed, can I have a refund?
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.
Can you offer plain-label/drop-ship delivery?
For some of our products this is an option, 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
Something has arrived damaged. What should I do?
We’re very sorry to hear that! Please complete our returns form and we’ll be in contact.
The wrong item has been delivered. What should I do?
We’re very sorry about that! Please complete our returns form and we’ll be in contact.
I don't need the goods anymore. Can I return them?
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 I need to send the items back to you?
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.
I've ordered for collection but unable to arrange this. How can I cancel?
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. Can I cancel my order?
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.
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 & Accounts
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 any 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?
We don’t offer credit accounts.
I have an account with Besseges VTF, can I use it here?
Credit accounts held with Besseges are on a separate system and not valid for use on our website.
Can’t find what you’re looking for?
Head over to our contact page and we’ll be happy to answer any questions you may have.
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