FAQ

How do I trigger a discount?

All current promotions are displayed on our portal or can be downloaded from our website.

Please load your shopping cart with the required quantity of items to trigger a discount and these will be applied by our expert team of sales executives once you have confirmed and submitted your order through the portal.

Why did the system allow me to order out of stock items?

Our expert buyers are busy ensuring that we have sufficient stock available but sometimes we do run out due to circumstances out of our control. Although we endeavour to ensure our physical stock levels match that recorded on the system, we cannot always guarantee 100% it’s accuracy.

If we discover that an item your have selected cannot be fulfilled one of our sales executives will contact you to discuss what options are available to fulfil your order. You can also add a comment underneath the product in the shopping cart to inform us of an alternative to supply if we find that the product is not available.

You will not be charged for any items that cannot be delivered and your order will be amended before it is despatched.

Can I add to/amend my order after I’ve checked-out?

Yes. You can email or call one of our sales executives to make amendments before your delivery date but unfortunately you cannot do this through the online portal once you have confirmed the order online.

How do I pay for my order?

There is no change to the way that you currently settle your account, so please continue to pay by that method.

Will you confirm my order?

Yes. Once you have confirmed your order during check-out an email confirmation will be sent to your default customer contact email address.

If you can’t find your email, please double check your junk/trash folder. Add us to your safe senders list – we promise we’ll never spam you!

I’ve lost my order confirmation email, can I find out the details without contacting you?

Yes. You can access account features such as managing addresses, managing orders, and changing the password by opening the My Account menu. Simply click the username at the top right of the screen to open the My Account dropdown menu and select All Orders.

When will I receive my order?

There is no change to the way that you currently receive goods that you order from us. The deadlines for placing orders remain the same but the new system allows you to place an order that fits in with your busy schedules.

Can I choose a courier?

If your order is normally delivered by courier, you will continue to receive your goods under your current arrangements agreed with us. Also read the ‘Can I add delivery instructions?’ question below.

Can I change my delivery address for the order?

Yes. In the ‘Step 2: Delivery Details’ section within the checkout process you can change the delivery address details as a one-off for this order. Also read the ‘Can I add delivery instructions?’ question below.

Can I add delivery instructions?

Yes. There is a Notes section where you can add any additional information about your order within the ‘Step 5: Confirm Order’ section during the checkout process.

Can I collect my order?

Yes. Please select the Collection option within ‘Step3: Shipping Method’ during the checkout process.

Returns – Can I return my order/part of my order?

Yes. There are no changes to current company policy covering the return of goods.