Help & FAQs

Returns & Refunds

Do you charge any restocking fees?
Domestic customers will not face any restocking fees. Businesses and organisations may incur a restocking charge for returning unwanted goods, this will vary depending on the product being returned.
I have received my order but the product(s) are faulty, what are my options?
Our sincerest apologies for any faulty product(s) you may have received. In the first instance please contact our sales team ASAP to report the fault, they may require a description of the fault alongside supporting images to be sent via email in order to assess the situation.

The return and refund process is carried out on a case-by case basis. We will either arrange for the faulty items to be collected and issue you with a replacement/refund, or ask for you to return the products and reimburse you for the cost of returning it plus the required refund.

I have received my order but the product(s) was damaged on arrival, how can I arrange a replacement?
We are extremely sorry if your order was damaged in the delivery process. Please contact our sales team ASAP to report the damage
I have received my order but the product(s) are not suitable or are no longer required, how can I return the goods for a refund?
We understand that sometimes the products you order may not be as expected, or no longer required. Please always contact us before returning any goods so we can advise and arrange a collection service if required.
I have just placed my order online or over the phone, but I would like to cancel it, what is the process?
Please get in contact with our sales team as soon as possible, as your order may have already been processed and scheduled for deliver / dispatch.
How long will it take for my return and refund to be processed?
Orders paid for using a debit or credit card usually take around 3-5 working days to appear in your account. Bank transfer payments take between 1-3 working days for the funds to be refunded to your account. PayPal transactions are usually instantaneous, or within the hour.
What address do I need to return my order to?
Depending on the size or type of products you wish to return, the return address may vary. Please contact our sales team so they can advise on the return process and any necessary details.

Delivery

I missed a delivery to my delivery location, what do I do?
For orders delivered by Royal Mail or other courier services, the delivery driver will leave a card at the address with details on how to proceed with collecting from their nearest depot or arranging the re-delivery. Please note that any missed deliveries sent on a pallet service may incur an additional delivery charge to re-arrange the service. Please contact our sales team if you need more information on re-arranging a delivery.
Will I need to off-load the delivery myself with a forklift or similar, or will a tail lift be provided?
Products that require a forklift for offloading will be clearly marked on the product page, and will require confirmation that a forklift if available at the delivery address before they can be ordered.
Can my delivery be left with a neighbour or accepted at a different address?
If you require your order to be left at a different address or with a neighbour, please contact our sales team to discuss your requirements and make the arrangements.
Will all my items arrive at the same time?
If you are ordering multiple items, some of these items may be held in different locations and will be delivered separately. The lead time for each product is clearly displayed on the product page. You will receive an email update confirming the lead times for each product in your order after your order is processed by our sales team.
Something is missing from my order, what do I do?
If something appears to be missing from your order, we please ask that you check your order and any packaging thoroughly, including the inside of tanks and under lids, as small parts are often stored there for safety. Please note that some of your items may have different lead times and will be delivered separately. Mistakes can sometimes happen, so please contact our sales team with your order number and details of the missing product(s).
Does my order require a signature upon delivery?
Due to COVID-19 the majority of our couriers are not requiring a signature upon delivery, however they may ask for verbal confirmation that you have accepted the goods at the correct location.
On the delivery day, what time will my delivery arrive?
As we do not currently offer timed delivery slots, we do ask that someone is available at the delivery location between our standard delivery hours of 8am – 6pm, Monday to Friday. If this is not possible, please contact our sales team who will do their best to assist with your circumstances.
What is the cut-off time for next day delivery?
If a product is available on a next day delivery service this will be clearly written on the product page and available as an option upon checkout. For IBCs on next day delivery services, we do typically require the order to be placed before 10am, Monday to Friday. If you have an urgent requirement, please contact our sales team as soon as possible and they may be able to assist.
On the product page, it mentions lead time, what does this mean?
Each product has their own specific lead time, which is the time it takes from placing your order until it is delivered to your chosen address. This includes manufacturing and processing times.
How can I track my order?
We do not currently provide tracking details at the point of dispatch, however all orders are sent on tracked services and can be provided upon request

My Account & Technical

How do I amend my account details?
If you would like to change or update anything on your account, first navigate to the Account web page and then login to your account. You are then able to amend any of the stored details within your account.
What are the benefits of registering for an online account?
Registering for an online account has a host of benefits including being able to store your billing and address details to speed up placing orders and accessing your order history online.

Orders

How much does delivery cost?
Each product will have the delivery cost for a single quantity/minimum order quantity displayed on the product page.
How can I change the billing/delivery address on my order?
To change an address on your order, please contact our sales team with your order number and they will be able to help.
Can I place a bulk order?
To place an order for a large or bulk quantity, please contact us with the product details, quantities, and required delivery address.
Can you provide a quotation based on my requirements?
For a bespoke quote please provide us with your delivery address and details of the products that you require. We aim to respond to all quote requests within 48 hours.
Can I place an order for a business?
We happily accept orders from businesses across the UK on a daily basis.
Is there a minimum order quantity?
The majority of our products do not require a minimum order quantity, however any that do will have this clearly stated on the product listing prior to purchasing.
Do you accept orders from individual customers?
We welcome orders from Home and Domestic customers who aren’t affiliated with a business or enterprise.
How will I know if my order has been received?
Upon placing your order you will receive an confirmation order from our sales system to let you know that we have received your order.
Can I place an order over the phone?
Our sales team are happy to process any orders placed by telephone, and deal with any additional questions or enquiries you may have.
I’m having problems placing my order online, can you help?
If you are experiencing any problems with placing your order via our website, please get in touch with a sales team who will be able to assist you.

Payments, Prices & Promotion

Do you price match?
We guarantee our prices to be competitive, but if you do find a product for less from one of our competitors, we will try our best to match or beat the advertised price. We also endeavour to price match like-for-like quotes.
Can you send me a copy of my invoice?
If you placed your order online, your order confirmation email is also your VAT invoice. Orders placed over the phone or via email will also receive a confirmation email. If you have not received your email, please contact us and we can re-send the invoice or direct it to a different email address.
My online order did not complete or there was an error, but I think I have been charged. What do I do?
In rare occasions errors can occur during the order process. In the majority of cases errors are related to your payment method and the automated security checks carried out by our payment system.

If you have experienced an error at the checkout when entering your payment details, it is most likely that we will have a record of your order and will be able to recover it. In this case, please contact our sales team and they will be able to advise and help to resolve any issues.

I forgot to apply my promotion code, what do I do?
If you have a valid promotional code which has not expired, please contact our sales team who will be able to refund your order for the discounted amount.
How do I use my promotion code?
We often send out promotional codes via our email newsletter. If you have received a code, add your required products as usual to the basket and then navigate to the ‘Apply Discount Code’ dropdown on the basket page. The discount code can also be entered in Checkout before payment is made.
Do your prices include VAT?
We display both prices including and excluding VAT on our product pages to ensure you are fully informed of all costs. A full breakdown of your order total is shown on the basket page, including the sub-total (ex VAT), delivery costs, and the VAT.
Do you offer credit account facilities?
All public sector organisations, charities and parish councils are offered an instant 30-day credit accounts on receipt of an official purchase order. Please email your purchase order to purchaseorders@kingfisherdirect.co.uk for our sales team to process.

For business customers we are able to offer credit accounts on a case-by-case basis. Before you can open an account, we usually require an order history of at least 3 orders paid upfront and 3 credit references. Please get in touch if you are interested in a credit account application form.

What is 3D Secure?
3D Secure is a fraud prevention scheme provided by VISA and Mastercard. This additional step allows customers to create and assign a password to their card which is verified whenever a transaction is processed through a site that supports the use of the scheme. The addition of password protection allows extra security on transactions that are processed online.
What payment security do you provide online?
All payments are processed via a secure online system provided by SagePay/Elavon. We do not store or view any card details and they are only used to process your transaction. They are securely encrypted and stored in the system should a refund be required.
How can I pay for my order?
Orders can be placed and paid for using a VISA, Mastercard or American Express credit/debit card. Payments can also be made via bank transfer, official purchase order (public sector only) and Paypal.

Products & Services

Why can’t I find an item that was advertised?
Periodically, we may change the range of products available on our website. If you have previously purchased a product which is no longer available, or were planning to purchase a product from us, please contact us so we can locate a suitable alternative.
Do you offer servicing or spare parts for your product(s)?
We will do our best to supply spare and replacement parts as needed. If we do not have them in stock, then we will liase with our manufacturers and suppliers to advise on arranging servicing and providing the correct replacement parts and technical support.
I need a safety data sheet for a product(s) I’ve purchased from you. Where can I get this from?
The majority of products will have a safety data sheet available for download on the main product page. In the event that a product does not have a suitable download, please contact us and we will be able to provide one.
Do your products come with a warranty?
All of our products come with a 12 month warranty as standard. If a product has an extended manufacturer’s warranty, this will be clearly stated on the product page. We will happily assist with the claims and replacement process should your product fall into the time period covered by the warranty.
Do you offer a hire service on your products?
Unfortunately, we do not currently offer a hire service at this time.
Can I get samples for a product(s)?
Samples can be ordered at a charge which is deductible from a full order. Please contact our sales team so we can work with you to find the best solution for your requirements. Please note that you will be responsible for covering the cost of returning any unwanted samples.
How can I get technical information, certification or advice for using a product?
The majority of products will have a technical data sheet available for download on the main product page. Please contact us if you require any further information or to request any additional data sheets.
How can I search for a product on your website?
We have an auto-complete search box in the header of every web page, in order to make our search function as helpful and responsive as possible. You can search by word or product code.
How do I check if a product is in stock?
All products displaying an ‘In Stock’ label are currently held in stock on a 2-3 working day lead time.