Frequently Asked Questions

You can reach us easily by email or telephone!

Just click here to get in contact.

Our website is open 24/7.

Our office & trade counter is open 08:00am – 17:00pm, Monday – Friday.

We’re closed on weekends, bank holidays and take an extended break over Christmas & New Year.

Our warehouses are based in Ashton-under-Lyne, Greater Manchester.

Our VAT number is: GB508268734

Our company number is: 02265990

No, we’re happy to take orders online, over the phone, or via email.

Tip: Website prices are generally lower than those available by phone or email, and special offers or discount codes are only available online.

Of course, there’s an option to add this at the checkout.

⚠ We cannot add to orders once payment has been completed, you should place a new order for any remaining items.

⚠ We’re unable to provide order details to anyone other than the person who placed the order.

To comply with GDPR, we can only respond to enquiries from the email address or phone number linked to that account. Please ask your colleague to get in touch if you need information about their order.

We’re happy to accept international orders.

Tip: International delivery is available in many cases, but if not we’ll prepare your order for collection.

Tip: Certain countries may be geo-blocked by our payment processor in line with its own security policies or UK Government policy.

⚠ We don’t accept purchase orders. All orders need to be placed through our website.

⚠ As we operate as an online store we’re unable to complete supplier questionnaires.

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

Tip: Items with product codes starting with letters such as “ME-XXXXXXXXXXXXXX” or “SH-XXXXXXXXXXXXXX” are non standard or discontinued products, these are not available on our website.

Product prices fluctuate due to special offers, market conditions, stock levels, and supplier costs. Rest assured, the price you pay is the one shown at the time of your order.

Tip: You may occasionally notice a minor price change after adding items to your basket, this is completely normal and ensures you’re seeing the most up-to-date and accurate pricing before checking out.

The level of certification available varies by product. You can find details under the Specifications tab in Certification Availability.

Tip: For certifiable products, you can request test certificates at the checkout.

⚠ We cannot accept retrospective requests for certification.

Check out our discounts page for the latest deals. Special offers come and go, so keep an eye out! Products on offer are marked with a strikethrough price and a “Sale!” banner to make them easy to spot.

Found something cheaper elsewhere?

Click here for price matching.

Looking for bulk discounts?

Contact 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.

Tip: Just a heads up: We class “bulk” as 100 units, or £1000 ex VAT of the same product, whichever comes last.

⚠ We don’t offer a product identification service.

Why can’t you help with this?

Nobody (even us) knows your system as well as you, so it’s best you select the right products for your installation. Please check product specifications carefully before ordering.

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

You can download the datasheet or technical specification which is available for the vast majority of our products.

Tip: You’ll find the red datasheet download button in the bottom left hand corner on our product listings.

We do! Most orders over £250.00 ex VAT qualify for free shipping within the UK mainland. See our delivery page for full T&C’s

No free delivery at the checkout?

You probably have an excluded product in your basket, or your postcode is excluded.

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

No options for international delivery at the checkout?

This means your order isn’t eligible for our international shipping service, or we don’t deliver to your country. See our delivery page for more details.

⚠ Do not select “Collection” unless you can physically collect your order. Orders that cannot be collected may be cancelled and subject to restocking charges.

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.

Tip: Your order history or “shipped” email will show your tracking number or estimated delivery date.

We can offer plain-label or drop-ship delivery for most of our products, just add a note at checkout when placing your order.

Tip: For logistically complex items, such as lengths or bundles of pipe, plain-label delivery isn’t available.

Most couriers provide PODs through their online tracking pages.

Tip: Be aware that some carriers only keep PODs available for 30 days after delivery.

Our carriers don’t currently offer same-day or timed delivery services deliveries.

Tip: 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.

It depends on the carrier and how far along the delivery is. Some carriers allow changes early on. Check your tracking to see if redirection is an option.

We’re not able to make redirection requests for you.

Tip: Delivery costs depend on the weight of your order.

Extra charges can also apply to certain areas, like the Scottish Highlands or Isle of Wight. You can see all delivery pricing and surcharges on our delivery page

First, check your order status online. If it has been shipped, use the tracking link for the latest updates.

Please allow a few extra working days, as delays can sometimes occur. If, after allowing an extra 5 working days, your order has not been delivered, please get in touch with us.

Tip: Remember, our transit times are only estimates and don’t include processing & dispatch time.

Can I have a refund for my late delivery?

Our transit times are estimates and not guaranteed, so we generally cannot offer compensation or refunds for delays. However, if you’ve paid for a pre-noon delivery that arrives after 12 noon, please get in touch.

Credit/Debit Cards:

• Visa Debit
• Visa Credit
• Visa Prepaid
• MasterCard
• Debit MasterCard
• MasterCard Prepaid
• Mastercard Maestro
• JCB

Bank Transfer:

FPS (Faster Payments) is accepted on orders over £2,500.

Not currently accepted:

• Credit Account (Inc. Besseges VTF Account)
• American Express
• PayPal
• Mobile Payments (Apple Pay/Android Pay)

You’ll be emailed a VAT invoice automatically when you place an order.

Tip: You can also download VAT Invoices by logging in and viewing your order history.

Our minimum order value is £15.00 ex VAT.

⚠ You should contact your bank or card issuer for support. Only they can advise why a payment has been declined.

Common issues include:

• 3D Secure (3DS) authentication failure – You didn’t complete the additional security verification (e.g., password or OTP).
• Incorrect card details – Wrong number, expiry date, or CVV entered.
• Credit limit exceeded – You’ve reached your credit limit.
• Card not supported – We don’t accept that type of card.
• Expired card – The card has passed its expiry date.
• Incorrect billing address – Mismatch between the entered address and the one your bank has on file.

⚠ 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!

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, including contact details and saved addresses, from your account dashboard.

We recommend each user has their own account with a unique email address as this helps to avoid confusion and ensure account security.

⚠ Our website website operates on a cash-only basis with no credit facility available.

You can apply for a credit account with Besseges VTF. Applications typically take 5 – 7 working days.

We only share personal data with trusted third parties as needed to deliver your orders, such as couriers or payment processors. We also use marketing and analytics tools, including Klaviyo, Clarity, and Google Ads, to help improve our communications and services.

Tip: Your data is never sold or rented to third-party marketers, and all marketing is GDPR compliant.

We use cookies to improve your experience, personalise content, and analyse site traffic. Cookie consent is managed through Cookiebot, and you can check or update your preferences at any time using the button in the bottom-left corner of the website.

Tip: For the best experience we recommend keeping all cookies enabled.

You can submit a deletion request here. You’ll need to be logged in to your account to access this facility.

⚠ Account deletion is permanent and cannot be reversed! Please download or save anything you might need before submitting your request.

Start by completing the returns form.

Tip: The returns process may vary slightly depending on the reason for your return. If your request is approved, we’ll contact you with further instructions.

If your returns request is declined we’ll confirm why by email.

If the return is due to an error on our part, we will cover the cost of collection or return shipping. For returns for other reasons, you’ll be responsible for the cost of returning the goods.

Our standard restocking fee on returns of non-faulty products is 30%.

Start by completing the returns form.

Tip: Cancellation may be permitted within 14 days, subject to our 30% restocking charge.

Start by completing the cancellation form.

Tip: Cancellation may be permitted within 14 days, subject to our 30% restocking charge.