Customer Service

Shipping & Delivery
We aim to ship all items within 3 Business days but this is not a guarantee and if you have specific timescales you are working to then please call ahead to check stock and availibility.
We use Fed Ex for smaller items and a Pallet Network for our larger and bulkier orders.
Unfortunately Fed Ex are not able to call ahead and cannot give speciifc times that they will be delivering but they will attempt to obtain a signature from a neighbour and in either case will leave a card.
Our Pallet Network will call the day before and book in a convenient timeslot for your delivery, this is usually a 2-3 hour timeslot.  Someone will need to be available to sign for the goods and check them otherwise they will be taken back to the depot.  Out Pallet Service is a "roadside" service, the driver will wheel the goods to a door or garage but they are NOT insured to remove the goods from the pallet or to carry them inside for you, we therefore strongly suggest that there is someone available who is able to assist with this if you want the goods to be brought in at the time of the delivery.
Privacy & Security
We take your privacy and security very seriously and as such we use a 128 bit Encryption to keep your data safe.  Payment details are taken through our payment provider PayPoint and are not stored by our site or seen by our staff.  PayPoint use military grade encrption algorithms to protect your valuable data.
Our site is monitored 24 hours a day to protect data.
Returns & Replacements
Returns and replacements fall into two categories.
If an item is faulty or damaged then you should contact us as soon as is reasonbly possible, we do ask that goods are checked within 48 hours.  We will then make arrangements to collect the goods at cost and either exchange them or refund them as you decide.            

 

If you decide that you do want the items because you have changed your mind or you don't like them then you must contact us in writing (e-mail is fine) within 7 working days from the day you received the items.  You can then send the items back to us at your cost to our returns address.  We request that items are returned in their original packaging and that they are sent back in a larger box with adequate protection and that the retail packaging is not marked or taped (other than a small amount of clear tape).
Ordering
Orders can be placed online using our e-commerce website and you will be sent regular e-mail updates as to the orders progression, including tracking details once the items have been despatched.  You can also phone our dedicated call centre who will take the order over the phone for you if you prefer.  You can still receive e-mail updates regarding progression using this method.
Payment, Pricing & Promotions
Payment can be made with any valid Credit or Debit card (unfortunately we do not accept American Express).  Payments are processed by our payment provider Paypoint.  This is done securely on their own site as the details are protected using military grade encryption algorithms.
Our prices are shown including VAT and shipping can be calculated before you get to the checkout, there are no hidden charges on the site.  Although we do take great care to ensure that our prices are accurate, we do reserve the right to cancel orders where obvious price errors have been made
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Viewing Orders
Orders can be checked and monitored online from your account or if you purchased as a guest you can search for your order using our order search form.
Updating Account Information
If you need to update your account information you can do this at any time by logging into your account using your username and password as specified at the time of order.  If you would prefer you can call one of our customer service agents who will happy to do this for you over the phone.