Frequently Asked Questions
Here is a list of questions asked by our customers with answers.
How do I sign up?
Within our header, you will find the ‘Sign in’ button. Click that, and you will see a button saying ‘Create Account’. Fill out the information on that page and submit. Once our team has reviewed your application, we will contact you for further steps.
How do I get a VIP account?
If you haven’t already, you will need to sign up. You can find out how to do that in our first question. If you are already registered, please contact your account manager to update your account.
Do you offer free delivery?
All orders over £250 after VAT will be eligible for free shipping. You can read more about our delivery options in our ‘Delivery & Returns’ page found in the footer on the website.
What is the cut-off time for next-day delivery?
Orders placed before 3 pm Monday- Friday will be collected by the courier the same day for next-day delivery*. Please read more about our delivery options on our ‘Delivery & Returns’ page found in the footer on the website.
I need my order by Saturday. How can I ensure this?
All orders placed on a Friday will be upgraded to next-day delivery for FREE.
What is the cut-off time for next-day delivery?
Orders placed before 3 pm Monday- Friday will be collected by the courier the same day for next-day delivery*. Please read more about our delivery options in our ‘Delivery & Returns’ page found in the footer on the website.
Do you price match?
Yes, we do price match. We aim to provide competitive prices and work to beat prices where possible. Contact your account manager for more pricing information.
Do you offer click and collect?
If you would like to collect your order, please speak to your account manager to ensure it states on our system that you will be collecting, and we will ensure your order will be ready for your arrival. You can find our trade counter address in the footer of our website.
Where is my order?
When your order is dispatched from our warehouse, we will send you an email stating your order is in transit. In this email, you will find your tracking number. You can click the tracking number in the email to be taken to the relevant courier's website tracking service. If your order is placed after 3 pm, the courier will collect on the next working day.
What if DPD or Royal Mail lost my order?
If your courier has misplaced your order, then you would first need to contact them to confirm this prior to contacting us. This way, when we have clarification from you, we can re-issue your order. Unfortunately, we do not control your delivery time. We will of course, assist you if you require proof of shipments and supporting documents to make your complaints.
