Frequently Asked Questions

FREQUENTLY

ASKED

QUESTIONS

FAQ SECTION
Here are a selection of our most frequently asked questions.
  1. Do you have a minimum order value?
  2. Do I need to be a business to place an order?
  3. What are your delivery charges?
  4. What payment methods do you accept?
  5. Do you offer credit accounts?
  6. Can I add to/change an order that I've placed?
  7. Can I cancel an order that I've placed?
  8. How long will it take for me to receive my order?
  9. Can I specify a delivery day?
  10. What time of day can I expect my delivery?
  11. Do you ship outside the UK?
  12. Do you offer a discount for bulk orders?
  13. Can I receive a visit from a sales rep to get some advice?
  14. Can I use your images and descriptions on my own website?
  15. How can I update my details, e.g. address, telephone or email?

 

Here are the answers to our frequently asked questions:

  1. Do you have a minimum order value?
    No, you can place an order of any value, but in order to receive free delivery you must meet the delivery thresholds outlined below in Question 3.
  2. Do I need to be a business in order to place an order?
    No, we can accept orders from individuals as well as companies.
  3. What are your delivery charges?
    Order Point Destination Order Value Delivery
    Online (Website) UK Mainland Under £500 £40.00
    Over £500 Free
    Ireland and Northern Ireland Under £1,500 £40.00
    Over £1,500 Free
    Offline (Account Manger) UK Mainland Under £1,000 Calculated by Order
    Over £1,000 Free
    Ireland, Northern Ireland & Scottish Islands Under £1,500 Calculated by Order
    Over £1,500 Free
  4. What payment methods do you accept?
    We accept all major debit and credit cards* (excluding American Express), cheques, and bank transfer (BACS). *Please note that there is a 2.25% charge for business credit card payments.
  5. Do you offer credit accounts?
    Yes, please contact us and we will be happy to discuss your requirements further.
  6. Can I add to/change an order that I've placed?
    To ensure that you're order reaches you as soon as possible, we begin processing your order as soon as it is placed. As a result, this means that orders cannot be changed once placed.
  7. Can I cancel an order that I've placed?
    To ensure that you're order reaches you as soon as possible, we begin processing your order as soon as it is placed. As a result, this means that orders cannot be cancelled once placed.
  8. How long will it take for me to receive my order?
    Orders for delivery to the UK mainland are placed on day 1 (before 12 midday) and delivered on day 4 (excluding weekends and bank holidays). For example, an order placed before 12 midday on Thursday (day 1) will be delivered on Tuesday (day 4). Deliveries to the Scottish highlands and islands, Ireland and Northern Ireland will be delivered on day 5.
  9. Can I specify a delivery day?
    Yes, you can specify a delivery day providing that it falls after the delivery timescales mentioned in question 8. For example, for UK mainland deliveries you may choose to take delivery on day 5 or later, but not on day 3 or earlier.
  10. What time of day can I expect my delivery?
    Deliveries are usually made between 9:00am and 5:00pm, Monday to Friday.
  11. Do you ship outside the UK?
    We will happily deliver your order to any UK freight forwarder, who can then ship your order to your chosen destination worldwide. If you require a direct delivery then we will work with you to meet your needs.
  12. Do you offer a discount for bulk orders?
    We will always offer you the best price we can for deliveries made from our warehouse. However, we may be able to offer you further discount if you choose to order a direct container from us. We would ship your order direct from the supplier on your behalf and the minimum order for this service is a 20ft container.
  13. Can I receive a visit from a sales rep to get some advice?
    Yes. If you contact our customer service team we will happily arrange for an Account Manager either visit you or discuss your requirements over the phone, depending on which is more practical.
  14. Can I use your images and descriptions on my own website?
    Yes, you may, but please note that these images are provided solely for use by OTL customers for the purpose of reselling OTL products. Any unauthorised use is strictly prohibited.
  15. How can I update my details, e.g. address, telephone or email?
    Please contact our customer service team who will be more than happy to update your details.