Frequently asked questions

Find answers below to the questions our customers ask us most often.

Frequently asked questions
  • Do your prices include VAT?

    All our prices are quoted ex VAT and then the VAT is added at the checkout stage.
     

    How do I request a product sample?

    We can send out individual fastening samples for free. Just find the product you want to request and click 'Request a sample'. Alternatively, contact us to request a sample.
     

     

    I can’t see the item I require on your website but can you get it for me anyway?

    It depends on what it is but we often get special items in for our trade customers. Just give us a ring with as much information as you can and we’ll do our best.

  • How much does delivery cost?

    • Smaller low value items are sent out by first class post if possible for a flat rate of £3.95 plus VAT for mainland UK addresses, south of Glasgow.
    • Larger, heavier items (up to 20kg) or items classified as hazardous are sent out by courier for £8.95 plus VAT.
    • If your order total is over £150 (excl. VAT) then it will be sent by courier for free, as long as it is a mainland UK address, south of Glasgow. You can choose your delivery options during the checkout process.
    • For customers who live north of Glasgow, Offshore Islands and Overseas, or who are ordering very heavy items (eg. chain), carriage will be charged at cost. Please ask for a quote when placing your order.

     

    When will I receive my delivery?

    Orders placed before 12pm Monday to Friday

    If orders are placed before lunchtime, we do our very best to send them out on the same day if the items are in stock. Occasionally, when we’re very busy they will be sent out the next day.

    Orders placed on Saturday or Sunday

    If orders are placed over the weekend they will be sent out on the next working day wherever possible.

     Next day delivery

    • Our courier will deliver on the next working day, although we cannot guarantee a time.
    • First class post should be delivered the next day by Royal Mail but we cannot guarantee this.
       

    Can I get my goods delivered to a different delivery address?

    Yes, no problem. Just specify the delivery address when prompted during the checkout process.
     

    Can I pick my order up?

    Yes, of course. Just ring us up to arrange a convenient pick up day and time.
     

    How do I return a product?

    Please click here to see our returns policy.

  • What are your office opening hours?

    We are open 8am – 5pm Monday – Thursday and 8am – 4pm on Fridays. We are closed on Saturdays and Sundays.
     

    I have a query on a product. Can I speak to someone?

    Yes, of course, we’d love to hear from you – just call us on 01326 377998 during office hours and one of the team will be able to advise you.

  • How do I get a copy of your catalogue?

    You can view our catalogue here.

    Alternatively, if you'd like a copy to be sent to you, please just email [email protected] or ring us on 01326 377998 and give us your name and business address details, and we will happily send you a copy in the post.

  • How do I apply for a trade account?

    Just click on the 'My Account' or 'Apply now' button at the top of our homepage and it will take you to a form to fill in and submit to us. Once we have received this and done any required reference checks, we will send you a welcome pack with all your account details and a copy of our catalogue.
     

    Do you offer discounts to trade customers?

    Yes, all bona fide businesses with a company registration number will be offered trade discount.
     

    How do I see my discounted trade prices?

    In your welcome pack you will receive instructions on how to sign up online. Once this is done and you have advised us that you’re set up as an online customer, we will link you up so that you can see your trade prices.
     

    How do I add a purchase order number to my order?

    Once you have registered as a trade account customer, when you place your order and are choosing your payment method, click ‘Pay on trade account’ and you can add your PO number.
     

    How do I receive a copy of an invoice?

    Every order is sent with a customer invoice but should you need a duplicate, please just contact us and we can email you a copy.