Q. Do I have to be a member to use the website?
You can browse our products on-line without having to register, but if you wish to purchase on-line, we ask you to complete some basic details such as your name and address. We do ask you for your e-mail address and phone number so that we can contact you about your order, but we will only use these in relation to your order, and occasionally our carriers may contact you by phone if they are having difficulty delivering to you or need to get delivery instructions. You can change your privacy settings in 'My Account' to determine whether or not we can pass on your details to anyone else.
Q. Are the products on the website the same as those in your paper catalogue?
Not everything that is in our paper catalogue is available on the website. If you cannot find what you want on the website you can either request a catalogue or contact our sales team on 0800 783 2462. However, at times we also have special offers on the website which are not available in our paper catalogue, with end of line items, sale goods and new products.
Q. What is the delivery time?
We aim to despatch all orders within 5 working days of the order being placed. However, some large items or those that are manuafctured to order will take longer, these items will be identified on the website.
Q. Can I have items sent to a different address to the main delivery/invoice address that you have registered with us?
We can despatch your item to any address. However, we do need to have your invoice address (where your credit/debit card or account is registered) to authorise your payment. You will have the opportunity to add new delivery addresses which you can then select for future orders.
Q. What happens if the item has ordered is incorrect, damaged, defective or not what I wanted?
You must check items for damage and completeness of the delivery when taking delivery and before you sign for the goods. If there is any damage or missing items then you must report this to the carrier within 3 days of delivery and to the us immediately. If the item is incorrect or no longer wanted then contact us with as soon as possible (for business customers and per our Terms and Conditions) or within 7 days of the delivery if you a private customer (as per our private 'Consumer' Terms and Conditions ).
Q. I registered on your website a while ago, but now I can't remember my password. Help!
Don't worry - simply go to the login page and click on the help link. All you have to do is type in your e-mail address and you will be immediately mailed with instructions and a new password.
Q. I was half way through placing a large order on your website, when I lost my connection. Do I have to start all over again?
If you were logged in when you started your order, your basket will have been saved. Simply log in, go to My Account and click on Previous Baskets. From here you can reload your basket and proceed to the checkout, or carry on shopping.
If you have lost your connection and come back on to the website, you will be prompted if you were halfway through a basket before being cut off, allowing you to resume from where you finished. This does depend on your computer set up and whether you have cookies enabled.
Q. I've heard a lot in the news about security issues. How secure is my data?
Please see our dedicated Security Page for more information
Q. I'm not sure if I've registered or not! How can I tell?
To log in, you need to know your login name (which can be your e-mail address, account number or previous login name) and password. If you cannot remember if you are registered, click on the 'help' link on the login page.
Please do not re-register! You will end up with duplicate accounts on our database.
Q. Can I put some things in my basket and save them until I'm ready to order?
You need to be registered on the website for this feature. All you need to do is add items to your basket, they will then remain there until you are ready to order. If you close your browser session, you can reload your basket.
Simply log in, go to My Account and click on Previous Baskets. From here you can reload your basket and proceed to the checkout, or carry on shopping.
Your baskets will not be saved for longer than 30 days.
Q. How do I track my order once it's been placed?
You can track your order by phoning our Customer Services department on 0800 783 2462.
Q. Can I add to my order after I have sent it?
Sorry, but no. Once you have completed your order, it goes so quickly through the system that it is impossible to add or delete things. Please double-check your order before you click the final 'Send' button.
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