Faqs | OTL

Frequntly Asked Questions

If you can't find the answer to your question below, please feel free to contact us and our teams will be more than happy to help.

Do you have a minimum order value?
Your order must meet £200 excluding VAT to be processed for delivery.

What are your delivery charges?
For most postcodes, we offer free delivery, but certain areas may incur additional surcharges. You will be advised at the checkout process how these surcharges affect you.

When will I receive my order?
Orders for delivery to the UK mainland will be received within 3-5 working days if placed before 12:00 pm. We endeavour to meet these standards for deliveries to the Scottish Highlands and Islands, as well as Northern Ireland, but please be aware additional time may be required for these postcodes. Deliveries are usually made between 9:00 am and 5:00 pm, Monday to Friday. Due to the nature of our products and to ensure they arrive in the best condition, most deliveries will be made by pallet with a kerbside drop.

Can I add to, change, or cancel an order that I've placed?
To ensure that your order reaches you as soon as possible, we begin processing it as soon as it is placed. As a result, orders cannot be changed or cancelled once placed.

Do you ship outside the UK?
We will happily facilitate an order being collected by any UK freight forwarder, who can then ship your order to your chosen destination worldwide. If you wish to place a larger order and require direct delivery, we are happy to work with you to meet your needs. Please get in touch with us through online@otltd.co.uk with any queries relating to these types of orders prior to placing them.

What payment methods do you accept?
We accept all major debit and credit cards (excluding American Express) and bank transfers (BACS).

Do you offer credit accounts?
Yes, please contact us via email aftersales@otltd.co.uk with the best telephone number to contact you on, and one of our team members will be happy to call and discuss your requirements further.

Do I need to be a business to place an order?
No, we accept orders from all types of customers, including private and public businesses, charities, and individual customers. Please note that all prices shown exclude VAT, which will be added at checkout.

How can I update my details, such as my address, email, or telephone number?
Please get in touch with us through aftersales@otltd.co.uk, and we will be happy to help change these details for you.