Q I have forgotten my password, how can I get a reminder?
A On our Home Page of our web site, there is a link to Sign in and Forgotten Password Link. Enter your email address or username and an automatically generated email will be sent to you. We have no way of accessing your password details.
Q I have an account but no login for the website. How do I get a login?
A Your local branch or Account Manager will be your first point of contact regarding this.
Q I don’t have an Account, can I still order online?
A Unfortunately not. You will need to have an account to make online orders. Should you prefer to open an Account you can download an Account Application form.
Q How do I know if you have received my order?
A Once you have placed your order it will show in your Web Order History. This can be accessed by clicking on Account and going to the Web Order History icon. Also, once we have received your order you will receive an Order Confirmation and then a few minutes later, a consignment email. You will either receive just one consignment email if all products are in stock or you will receive an additional email that shows the products which are on back order.
Q I’ve received a Consignment Back Order Email, when will I receive my order?
A We will be notified of what products we need to source through this email and we will aim to get these products to you as soon as possible. Please note that supplier lead times may vary.
Q I would like a delivery status update, what options have I got?
A You will be able to track your order via the website. Simply log into your account, click on ‘Account’. Look for ‘Invoices Credit notes and POD’s’ option on the left hand side of the page. Click to enter the page. Click ‘Search Invoices’ to show all invoices to date, or use the date parameters to narrow your search. Once the correct invoice is located and shown in the results table towards the bottom of the page, click the ‘Carrier’ link along the table under the POD column. Here, you will see the status of the delivery and additional details. Alternatively you can call our customer services department on 0116 253 8688 or email us on firstname.lastname@example.org
Q I need to cancel my order, who should I contact?
A To cancel your order, please Contact us as soon as possible and we will be happy to help you with this.
Q I would like to have some products branded. How do I do this?
A Any product that’s got a branding option will have a blue box near the ‘add to basket’ icon on a product page. Tick the box labelled ‘Brand This Item’ and proceed to checkout. You will now be connected to the dedicated branding page where you will need to fill out more information on your branding request. Submit the form to us via this page and one of our members of staff will contact you to discuss this further. Each branding request is priced on a case by case basis which is why you will not be able to complete the order online.
Q I still cannot complete an order correctly, can you place the order for me using my login details?
A Unfortunately not. To adhere to strict Data Protection rules, we cannot complete orders in this way. Please feel free to get in touch and one of our customer service representatives which will be more than happy to guide you through the online process or take your order over the phone.
If you have any other questions, please do not hesitate to Contact us.