Question 1

Do you charge any restocking fees?

Accepted Answer

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.

Question 2

I have received my order but the product(s) are faulty, what are my options?

Accepted Answer

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 ...

Question 3

I have received my order but the product(s) was damaged on arrival, how can I arrange a replacement?

Accepted Answer

We are extremely sorry if your order was damaged in the delivery process. Please contact our sales team ASAP to report the damage

Question 4

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?

Accepted Answer

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.

Question 5

I have just placed my order online or over the phone, but I would like to cancel it, what is the process?

Accepted Answer

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.

Question 6

What address do I need to return my order to?

Accepted Answer

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.

Question 7

How long will it take for my return and refund to be processed?

Accepted Answer

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...

Question 8

Will all my items arrive at the same time?

Accepted Answer

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...

Question 9

I missed a delivery to my delivery location, what do I do?

Accepted Answer

Courier DPD will text or email before delivery, so you are able to divert your order if need to. Courier DX will attempt to delivery twice, if missed after the 2nd attempt the item/s will be returned to us. 
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.

Question 10

Will I need to off-load the delivery myself with a forklift or similar, or will a tail lift be provided?

Accepted Answer

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.

Question 11

Can my delivery be left with a neighbour or accepted at a different address?

Accepted Answer

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.

Question 12

Something is missing from my order, what do I do?

Accepted Answer

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...

Question 13

Does my order require a signature upon delivery?

Accepted Answer

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.

Question 14

On the delivery day, what time will my delivery arrive?

Accepted Answer

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...

Question 15

What is the cut-off time for next day delivery?

Accepted Answer

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. We do typically require the order to be placed before 1pm, Monday to Friday. If you have an urgent requirement...

Question 16

On the product page, it mentions lead time, what does this mean?

Accepted Answer

Each product has its own estimated lead time, which is the time it takes from placing your order until it is delivered to your chosen address. While we endeavour to deliver everything within these windows, occasionally circumstances beyond our control arise...

Question 17

How can I track my order?

Accepted Answer

You will receive an email or text with tracking details.

Question 18

How do I amend my account details?

Accepted Answer

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.

Question 19

What are the benefits of registering for an online account?

Accepted Answer

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.

Question 20

How much does delivery cost?

Accepted Answer

Each product will have the delivery cost for a single quantity/minimum order quantity displayed on the product page.

Question 21

How can I change the billing/delivery address on my order?

Accepted Answer

To change an address on your order, please contact our sales team with your order number and they will be able to help.

Question 22

Can I place a bulk order?

Accepted Answer

To place an order for a large or bulk quantity, please contact us with the product details, quantities, and required delivery address.

Question 23

Can you provide a quotation based on my requirements?

Accepted Answer

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.

Question 24

Can I place an order for a business?

Accepted Answer

We happily accept orders from businesses across the UK on a daily basis.

Question 25

Is there a minimum order quantity?

Accepted Answer

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.

Question 26

Do you accept orders from individual customers?

Accepted Answer

We welcome orders from Home and Domestic customers who aren’t affiliated with a business or enterprise.

Question 27

How will I know if my order has been received?

Accepted Answer

Upon placing your order you will receive an confirmation order from our sales system to let you know that we have received your order.

Question 28

Can I place an order over the phone?

Accepted Answer

Our sales team are happy to process any orders placed by telephone, and deal with any additional questions or enquiries you may have.

Question 29

I’m having problems placing my order online, can you help?

Accepted Answer

If you are experiencing any problems with placing your order via our website, you can use our live chat feature on the website or alternatively please get in touch with a sales team who will be able to assist you.

Question 30

Do you price match?

Accepted Answer

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.

Question 31

Can you send me a copy of my invoice?

Accepted Answer

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...

Question 32

My online order did not complete or there was an error, but I think I have been charged. What do I do?

Accepted Answer

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...

Question 33

I forgot to apply my promotion code, what do I do?

Accepted Answer

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.

Question 34

How do I use my promotion code?

Accepted Answer

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 ...

Question 35

Do your prices include VAT?

Accepted Answer

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.

Question 36

Do you offer credit account facilities?

Accepted Answer

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.
...

Question 37

What is 3D Secure?

Accepted Answer

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...

Question 38

What payment security do you provide online?

Accepted Answer

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...

Question 39

How can I pay for my order?

Accepted Answer

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, Google Pay or Apple Pay*.

*Apple Pay available...

Question 40

Do you offer servicing or spare parts for your product(s)?

Accepted Answer

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...

Question 41

I need a safety data sheet for a product(s) I’ve purchased from you. Where can I get this from?

Accepted Answer

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.

Question 42

Do your products come with a warranty?

Accepted Answer

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...

Question 43

Do you offer a hire service on your products?

Accepted Answer

Unfortunately, we do not currently offer a hire service at this time.

Question 44

Can I get samples for a product(s)?

Accepted Answer

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...

Question 45

How can I get technical information, certification or advice for using a product?

Accepted Answer

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.

Question 46

How can I search for a product on your website?

Accepted Answer

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.

Question 47

How do I check if a product is in stock?

Accepted Answer

All products displaying an ‘In Stock’ label are currently held in stock on a 2-3 working day lead time.

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