Frequently Asked Questions
Our after sales support team are here Monday to Friday from 9am until 5pm and will work hard to ensure any issues are resolved immediately where possible, else within a short time period if not. Please note that some issues like courier delays are not always within our direct control, so can take a little longer to resolve as we await information from their support staff.
My goods haven't been delivered yet
Our next working day delivery success rate is high at around a 95% success rate. However, if you have waited for the expected 1-2 working days and have not seen your order, then please make contact so we can find out the reasons why.
My order doesn't have the correct items
Discrepancies are rare, but If your order is short of items please let us know immediately. Occasionally part of an order could be miss handled by the couriers and needs locating and delivering. If you find you have received different items to what you ordered, then please refuse the delivery if possible and let us know immediately. Whilst picking errors are again rare, due to human error it has occasionally happened in the past and as soon as we are informed we will get the correct items dispatched.
I need to return all or part of my order
We have a clear returns policy that can be read on our returns and warranty page.
Can you provide me with a VAT Receipt?
Yes. We are VAT registered in the UK and can provide you with a full VAT invoice for your order. After your order has been process you will automatically receive a VAT Invoice by email to the email address used to place the order. This invoice is only available in digital format via email (we cannot provide paper copies by post). If you haven't received a copy please contact us to request one and to verify the email address that we have on file for your order.
I need pre-sales support, why can't you help?
Not having a pre sales support team means we can pass savings directly on to you, which we have found is a motivating factor for our customers when they look to make a purchase. Our aim is to deliver a fully self served pre sales experience, by ensuring we provide you with the most salient product information online for each product. We also find it challenging to hold exact technical data for all of the machines being run by our customers, so we believe customers making contact with the machinery manufacturers distributors is the only way to get 100% accurate information for your vehicle. We can then of course provide you with the parts you need at a discounted rate and with a smooth shopping experience supported by our after sales team.
I am outside your delivery areas, can you help?
Currently our delivery areas are well defined on the delivery page. Due to the amount of administrative time it can take to quote for off shore delivery we cannot offer this service. We can deliver to a shipping agent if you have one, simply use their delivery address when you place your order online. Ensure you provide us with any delivery reference numbers that the receiving shipping agent need to be able to identify and receive your delivery, else it could be refused by them and additional delivery fee's might then be incurred. We are not able to print additional labels, such as onward shipping labels, as our distribution centres and couriers only allow one label to be present on each package.
Can I collect my order instead?
We offer a delivery only service for our orders, so it not possible to collect. This is because we operate closed sites to comply with health and safety restrictions and to ensure our order fulfilment processes are controlled and efficient.