FAQs

Below you’ll find answers to the questions we get asked the most. If you can’t find the information you need, please feel free to contact our customer service team, who will be happy to help.

General

Do you have a showroom?

Yes, our large heated showroom is open to all registered customers. Take your time to browse our full range of over 3000 products with a cup of tea or coffee. Visit our showroom page for more details.

Do you have a minimum order?

We have no minimum order value after your first order.

For UK customers, your first order is subject to a minimum value of £250 excluding VAT. For customers outside the UK your first order is subject to a minimum value of €500.

How do I access wholesale prices?

Only registered customers can view our wholesale prices.

If you are an existing customer simply login with your username and password to view prices or to place an order. Lost/forgotten login details can be recovered using our forgotten password page or by getting in contact.

To gain access as a new customer, you need to apply for a Trade Account. Applications are processed within two working days.

How can I recover lost login details?

It’s easy to recover lost login details using our forgotten password page or by getting in contact.

Do your prices include VAT?

Prices shown are excluding VAT. This will be added to your order during checkout if required.

How can I change my details?

You can update most of your details online in your account settings page. Alternatively, contact our customer services team online or by calling 01782 596660.

How can I get a Catalogue?

If you are a registered customer please contact us and we will send you a copy of our catalogue with your next order. New customers will be sent a catalogue once their account has been approved.


Delivery

How much do you charge for delivery?

Delivery is free to any UK mainland address for all orders over £250 (excluding VAT). For orders under £250 there will be a £10 shipping charge.

For all other countries, our shipping prices are as follows:

Andorra, Austria, Belgium, Denmark, Faroe Islands, Finland, France, Germany, Greece, Greenland, Ireland, Italy, Luxembourg, Monaco, Netherlands, Portugal, Spain, Sweden, & Vatican City.Zone A
€50 delivery charge for orders under €500. All orders over €500 will be charged 10% of your total order value.
Canada, Gibraltar, Iceland, Liechtenstein, Norway, & Switzerland.Zone B
€75 delivery charge for orders under €500. All orders over €500 will be charged 15%.
Rest of the World.Zone C
QUOTE—we will get the best price we can find and send you a quote for the delivery.

How long will delivery take?

UK customers will usually receive orders within 2-4 working days.

For orders outside the UK you will receive your order within 3-5 working days. Countries in Zones B or C will take a little longer and we will try to give you an accurate delivery date when your order has been dispatched.

Please note, goods will not be released until we have cleared funds in our bank.

How will my order be packed?

Your order will be packed into boxes or pallets depending on the size of your order and delivery requirements.

How can I locate my delivery?

The delivery details are provided once the order has been dispatched. If an order is not delivered when expected, you can contact our sales team who will be able to track the order for you.

How can I report damaged items?

In the unlikely event that an item arrives damaged or faulty you must report it to us within 5 days of receiving your order. Our team may require photos of the damage or need to arrange collection of the item. Please contact our customer services team online or by calling 01782 596660.

Which couriers do you use?

We use a wide range of couriers depending on the size of order and your location. If you have a particular request for a courier please make our sales team aware and they will be able to advice.

Do you do Drop Shipping?

Unfortunately, we do not offer drop shipping at the moment. This is a service that we may offer in the future.


Payment

What methods of payment do you accept?

We accept most types of payment; you can pay by BACS* and Credit/Debit Card using our secure online checkout. Unfortunately, we are not able to accept American Express.

*You are responsible for any processing or bank charges when paying via BACS.

Can I save my payment details?

Yes, just tick ‘save card’ during checkout and your credit/debit card details will be securely stored ready for your next order.

All Card details are securely stored by WorldPay and can be deleted at any time.

How do I delete saved payment details?

You can delete any saved payment details at any time. Just go to ‘My Account’ and click on ‘Saved credit/debit cards’.

Do you accept BACS payments?

Yes, just select BACs during checkout and follow the instructions on screen. You are responsible for any processing or bank charges.

Is my payment secure?

All payments are secure and within PCI (Payment Card Industries) guidelines within the UK.


Other

What mark-up can I realistically add to the wholesale prices?

Item RRPs are displayed on the product pages for all products.

When is this item in stock?

The stock due date is shown on the product page for all out of stock products with a confirmed delivery. If no date is shown, it means we have been unable to confirm a delivery date. Please note, all stock due dates are estimates for guidance only and are subject to change.

Do you have any job vacancies?

For all current job vacancies please go to the jobs page.