# Customer Help & Procedures

## Ordering

### How can I track my order?

You can see the latest status of your order online at any time by logging in to your account and then using the Track My Orders facility. You will need to logon with the email address and the password that you entered when checking out your order.

### When will I receive my order?

Each product on the website will give you an indication of the current stock availability. This availability is updated constantly based on information from our suppliers and from sales and supply patterns. The availability information given is a guide only and not a guarantee as there are external factors that we may not have control over. The timescales quotes are when we would expect to be able to send the item to you, so in fact reflect the time that is likely to elapse before we are able to despatch the item to you. The total time for the item to reach you will also have to take into account the time that it takes the courier or delivery service to reach you. For details on despatch methods please click here .

### How will my item be sent?

The method of despatch will depend on the size, weight and value of the order. We use the following methods of despatch : - DPD Courier (usually next working day delivery except certain locations) - Parcelforce (usually next working day delivery except certain locations) - Royal Mail (usually 1 to 5 working days delivery) - Direct From Supplier (usually 2 to 4 working days delivery) - Pallet delivery (usually 1 - 2 working days delivery) The despatch method will depend on the size, weight and value of the items and the times quoted only apply from the time that we despatch the item. They should be used in conjunction with the availability times to estimate overall delivery time. If you have any special requirements, please ensure you leave details in the comments section of your order or call us to arrange details. Please note that a charge may apply for special arrangements.

### What happens when I receive my goods?

Please note that all deliveries that are sent by Courier or Special Delivery MUST be signed for. Upon receipt of your goods please inspect to ensure goods are in good condition and if there are any problems please contact us immediately.

### How can I calculate my postage charges?

For an individual item you can work out what the postage charges would be by clicking on the "What is the postage for this item?" link on the particular product page. You will need to enter some details relevant to your delivery location and then your delivery charge will be displayed. Your delivery charge could be affected if your order is for multiple items, or if it reaches a certain value. To determine the delivery charge for your whole order, add the items you want to your basket and then use then select the appropriate delivery destination to display your delivery total.

### Will I get notifications about my order status?

We endeavour to keep our customers informed regarding the progress of their orders at every stage. This is why it is important to provide us with an email address, and to ensure that you enter your email address correctly. When you first place your order you will receive an email almost immediately confirming your order reference. Once we have received your order, it is submitted to checks and validations - depending on the outcome of this process you will either receive a full order confirmation, or an email notifying you of any problems. This email should follow fairly shortly after you have placed your order. As your order progresses through our system you will be notified of any important milestones. These may include : - confirmation of your order - notification of picking your order - notification of packing your order - notification of the despatch of your order - confirmation of delivery time from our courier - notices of any delays that might occur (out of stock items etc) - notifications of problems charging your card - follow up to your order These emails do not need a reply unless they specifically ask for you to contact us, or unless your goods are not received. If we send your goods by our courier, and you have supplied us with your mobile telephone number, you will also receive a SMS notification (text message) regarding a more exact delivery time. The despatch method we use will be governed by the weight / size of your order.

### How do I cancel an order?

Please contact us with your full details and your order reference. Please note that orders can only be cancelled providing despatch has not occurred. If you need to return an item that has already been despatched please click here for details.

## Returns & Collections

### How do I return a faulty item?

All of our products are covered by a manufacturers warranty covering both faulty materials and faulty workmanship, it does not cover general wear and tear or damage. This excludes products or parts of products that are consumables or that wear down such as drill bits. Most faulty products will need to be examined before we resend a new one, to avoid unnecessary returns please ensure you have followed all the manufacturers instructions and if unsure, that you have spoken to one of our technicians for assistance. Please use our Printable Returns Form as a covering note for the item. Failure to complete this form may lead to a delay with the processing of your return. Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us. Goods should be returned in their original packaging, with adequate protection to ensure that the goods and packaging reach us in good condition. Failure to package an item properly will result in delays and possibly additional costs.

### Can I return an unwanted item?

You may only return an item that is unwanted under the following criteria and if you are not ordering goods as a business or company: - The item is in an 'as new condition'. It must be returned to us in it's original condition unused and in it's original packaging which should not be marked or damaged (e.g. if you have opened the box to examine the product you must have done so carefully). It should be returned with the original box, packaging, accessories. Do not write directly on the packaging. - You notify us in writing by fax, letter or email within 14 working days of receipt of the item and return them within 30 days. We recommend you keep a copy of this. - The order is not an order for a business or company. Items not returned to us in an 'as new condition' will be subject to us claiming costs in relation to making these products re-saleable. Please note that if an exchange for another item(s) is requested then you agree to the standard delivery charge that would apply to that item(s) if purchased through our checkout procedure on our website. Please use our Printable Returns Form as a covering note for the item. Failure to complete this form may lead to a delay with the processing of your return. Please note that we cannot be held responsible for lost returns so please ensure you return them via an appropriate courier or insured method as we do not accept any liability until received by us. All costs associated with the return of the unwanted item are to be paid by yourself and return must be made to the correct despatch warehouse. We will inform you when notified of your intention to return an item of where this should go to. Goods should be returned with adequate protection to ensure that the goods and packaging reach us in good condition. If any goods are damaged in transit you will have to pursue a claim with the courier or mail service that you used. All goods returned to us as unwanted will be examined upon return and any refunds / exchange will only be applied once final agreement has been made to accept the product(s) back in accordance with our terms & conditions. Any free or bundled items received with the product must also be returned.