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Frequently Asked Questions

Hi, let's see if we can we help you today?

You will find the most commonly asked questions below.

If you cannot find the answer you're looking for, visit our contact us page to get in touch.

How can we help you today

When will my order arrive?

We generally estimate a 2-5 working day timescale from when you place your order. If your order was placed out of hours, over a weekend or on a public bank holiday, the 2-5 working day estimate will typically start on the next available working day. If DPD have already notified you by email, SMS or app, they should deliver on the day they have stated.

Don't worry, you will be notified once your has shipped.

Remember: There maybe some exclusions to this time frame depending on the product you have purchased for example if you are purchasing or have purchased lazer etched / custom made grid modules, these items do take longer to arrive (generally 7-14 working days). 

I have placed an order but I still haven't received it?

We always estimate a 2-5 working day timescale however, if you've ordered anything that is custom made i.e switch module engraving or EV car chargers your items are on order with our trusted supplier or being obtained from our main warehouse. The majority of orders placed via our website are delivered within just a couple of days but always allow for 2-5 unless the follow below applies to your order...

Click MiniGrid and GridPro Etched Switch Modules are specially made to order and can take up to 14 working days to arrive. Your order will be dispatched as one complete shipment to avoid the additional carriage fee. If you wish, for an additional charge we can part-ship your order and send the outstanding grid modules separately once they arrive into local stock. You'll need to get in touch with us by phone or email to get this arranged.

Once your items arrive into local stock, we will dispatch your order via our normal delivery method. 

For an update regarding your order, please give us a call on 02392 005 664

I've had no email notification about my order, why is this?

Your order might not have been received if you have not completed the checkout or payment process. We do send an order confirmation email when you have successfully placed your order online to the email address you provided however, sometimes these emails end up in your junk folder. If your mailbox settings are set to high sometimes our emails don't even make it through, please allow your mail box to accept emails from [email protected], you should now start receiving emails from us.

I have received my order but you have short delivered an item, what can I do?

Shortages regarding items and/or discrepancies must be reported to us within 48 hours of when your order is delivered by the courier or delivery company.

Due to fraudulent shortage claims, every order is picked and packed in a secure environment monitored by multiple CCTV cameras. Any shortage claim will be checked before any replacement items are released.

Please note: The 48 hour period starts from when your order has been delivered by our delivery partner 'DPD' or by any other courier or delivery company. For example: if your parcel was delivered on 15/05/23 at 15:00, the latest you can report to us the shortage or discrepancy is 17/05/23 by not later than 15:00.

 

Why is your delivery expensive?

Unfortunately, deliveries to certain destinations do cost more, this mainly effects customers in Scotland, Northern Ireland and Overseas. Please refer to our delivery page for more information regarding delivery charges.

Do you offer a next day service?

Yes, many items we have locally are subject to a next day delivery service by default although this is not guaranteed. If you require products within a desired time frame, please contact us on 02392 005 664 select option 2 for Fast Track. A timed delivery service will be subject to an additional cost.

Can you ship overseas or internationally?

We do ship to oversea areas such as Jersey, Guernsey, Northern Ireland, IOW, Scottish Islands and the Isle of Man.

Sadly, we do not ship to any EU countries or the rest of the world.

All international deliveries have been suspended until further notice.

For customers in ROI and Malta, you are welcome to use Addresspal or Malta Post to which we can send your parcel to their UK address for that freight forwarding company to send your parcel to you. You'll need to make arrangements with these companies in the first instance but we can ship to these companies in the UK and they'll send your parcel to you.

What does generally available and in stock mean?

We either have the product in local stock or it is available at our main distribution centre or supplier. On certain products unfortunately, we cannot show either or at this time. Please don't assume the item(s) are immediately available for next day delivery.

Instead we give an estimated time frame of 2-5 working days, information regarding deliveries can be found on our delivery page.

If you would like to check stock before placing an order, please call us on 02392 005 664

Why do you show some product listings with stock levels and some without?

Popular products we locally stock may show the actual stock level.

For more information please visit our Stock Info page.

Why have you asked me for the banks authorisation number after I have placed my order online?

Please don't be alarmed, every order received online goes through a fraud screening process after the successful payment. For security reasons we cannot say what is checked during this process however, we may contact you to confirm that your purchase with us is genuine and we may ask you to confirm the banks authorisation number.

You can obtain the banks authorisation number by calling your bank.

The banks authorisation number is accessible to the vendor (us) and the customer (you), the numbers will be the same. The reason for why we might ask you to confirm this number is to prove that the purchase / transaction is genuine and to protect yourself and us from fraud. Please note: there is nothing we can do with this number, it is simply used to confirm the transaction and we would encourage that you speak with your bank as they will also confirm this. Failure to provide the banks authorisation number if we challenge the transaction may result in your order being cancelled and refunded.

My order is for the Channel Islands, how do I remove vat.

For areas that don't pay UK VAT, at the checkout page you will need to change the country from United Kingdom to Jersey or Guernsey to remove the VAT amount from your order. If you order still comes through with VAT being charged, please contact us and we can refund this for you.

How do I obtain an invoice for my order?

You can download an invoice within your online account if you registered with us during checkout.

We will also email you an invoice once your order has been updated to one of the following order statuses

  • Shipped
  • Shipped via our own transport
  • Collected
  • Direct Supplier Delivery