Frequently Asked Questions

We've listed all our frequently asked questions about the website and related questions here. If you can't find the answer you're looking for feel free to contact us!

You apply to become a web customer here. There are two different types of account you can apply for, a credit account, or pay in advance account.

A pay in advance account allows you to see price, stock and lead times, as well as placing orders via card payment. 

A credit account allows you to see price, stock, lead times, and place orders using either card payment or credit.

You can find more information about our accounts here, or contact us if you have any more questions about our customer accounts online.


Each customer (company) account with us can have multiple users, as each customer (company) with us has a customer number this can be used to link users to a company. Each user will have their unique log in. When applying it can be decided which users require different access (price, stock and place orders or price and stock only). The users will be linked using the customer numbers so shipping and invoice addresses are available at checkout. 

As an existing customer you can apply for an account here.


However, you will need to apply for an alternative delivery address. You can do this by logging into your account and filling out the form here, or by contacting us. Once you have completed your order you can choose which address your order should go to. You can also view your addresses under ‘my account’ and ‘address details’. If you need to remove an address, please contact us by phone or email.

Yes, it is possible to choose a temporary delivery address at checkout. Please note that we only send deliveries to company addresses.

You can use any modern browser you want. However, we recommend that you do not use older versions as some functionality and layouts are not supported. 

Once you are logged in, you will see your unique price (including any discounts set up against your account) and our current stock level or lead time for anything available to buy on the web. If you cannot see a price or stock level, unfortunately, the product is not available to buy online and you will need to contact us for a quote.

If you have a part number which you cannot find on the website, that you want to order, you can always try to use our "Quick order" in the shopping cart.

Unfortunately not, please contact our customer support team by phone or email to ensure these orders are processed correctly.

If you are logged in, prices for all purchasable items are displayed. The prices you see are the gross price and your current discount along with net price. Gross price, along with your discount and net price, VAT, and total order value, excluding delivery are all shown separately in the shopping cart for clarity. Read more about our terms and conditions here. 

Please note for items you have received a special one-off quotation that differs from your standard pricing must be ordered by contacting customer support, see all methods of contact here.

We ship most orders up to 20Kg by TNT or DHL next working day delivery.

Freight charges are as follows below: 

Description Carrier Service Charge 
 Parcel 20kg max TNT/DHL Next day  £15.00 
 Mini Pallet 100kg max TNT  Next day  £50.00 
 Web order - Parcel 20kg max TNT/DHL  Next day  £6.00 
Split order - parcel 20kg max TNT/DHL Next day  £6.00 

Please note higher freight charges will apply (available on request) to all orders over 25Kg requiring shipment by pallet or non standard / oversized packaging regardless of how the order is placed.

When paying by card for online orders, shipping cost is dependant on order value: 

Order value Less than £100 Less than £500 More than £500 
Carriage charge £15.00 £10.00 £6.00 

Yes, when you have logged in, you can see the current stock levels by clicking on the item number. If it is an order item, the estimated lead time is displayed in the cart. Contact us if you have questions about the delivery time or need partial delivery.

Your shopping cart is saved on your user, which means that you can work with it on several different devices without losing information.

You can also save your shopping cart as an order template.

Put the desired items in your shopping cart and then click on "Save as order template" when you are in the shopping cart. Enter the desired name for your template and press "Save shopping cart as template". You will then find your saved order templates under ‘My account’ and ‘order templates’. There you can easily add or delete items and duplicate the order template or place the order template directly in the shopping cart.

We despatch most orders received by 4.00pm on the same day but this is not always possible on larger orders requiring shipment by pallet. 

Yes it is possible to divide the delivery of your order on different dates. Fill in the desired delivery date per order line in the shopping cart but please note carriage will be charged per delivery.

Note that we cannot handle different delivery dates on the same item. In these cases please contact customer support by email or phone to arrange. 

You cannot change a placed order yourself via the web. However, you can contact customer support for help with changes or additions / deductions. Contact us as soon as possible and we will try to amend your order before it gets despatched.

Once you have logged in to the website, you will find all your order history under ‘My account’ and ‘order history’. There you can search by date range and then by order number. Then click on "Show order details" and you can see items, price, and date.

In the event of receiving a damaged parcel or damaged goods. 

Please immediately report the issue to the delivery driver, take photos of the damage and make a note on the paperwork before signing for receipt. This must then be reported to us in writing within 3 days of receipt. Our customer support team will raise a claim and contact you to discuss how we will resolve the issue.

Please refer to our terms and conditions for further details.

A new addition to our website is the ability to create a ‘favourites list’. Here you can store multiple items, you can add items to your favourites list by clicking the star icon next to the desired item number. Once an item is added to your favourites you will find the same icon at the top of the page, next to your account/ log in, from here you can adjust quantities, add comments, and even share your favourites list. 

Favourites list functionality is available to both logged in and not logged in customers, the only difference will be that logged in customers will be able to view price and stock levels on items in their favourites list.

You can also send the whole list to us to request a quote, by pressing ‘request quote’ once you are on your favourites list, fill out the required details and we will get back to you as soon as possible with your quote.

If you chose to share your favourites list with someone, a link will be generated when you press share on your favourites list. Use this link to share your favourites list.

If someone shares their favourites list with you, when you click their link, a pop up will show you their list, you can save the shared list to your own by pressing ‘save to my list’. Please note: this will override anything currently in your favourites list.

If you did not find the answer to your question here, you are always welcome to contact our customer support.

Contact us

If you need any help, you can contact us in one of the following ways:

phone 0116 284 9900

Send an e-mail Send an e-mail

comments Use live chat