Ordering 

Can I order over the phone / via email? 

How do I know if my order has actually gone through?

Can I add something to an existing order? 

What happens if I order an item that is out of stock?

 

Delivery 

Do you deliver outside the UK?

Who do you use for deliveries?

When will my order be delivered? 

What delivery charges apply?

Is there an order cut-off time for next day deliveries?

Will I need to be in to sign for my delivery?

Can I track my order? 

 

Payment 

How can I pay for my order? 

Can I set up a credit account? 

What counts as proof of purchase?

Promotional Codes

 

Other topics 

If an item is available to purchase on the website, does this guarantee it is kept in stock?

Exchanges

Refunds 

 

 

Ordering 

 

Making a purchase couldn’t be easier. Just browse our store and add the items you want to the shopping cart. 

 

To complete your order, click on the 'View Cart' button at the top right of the screen and click on 'Checkout Now'. 

 

Pop in your address and billing details, select delivery option, and click 'Confirm Order' to submit and you’re all done! 

 

Can I order over the phone / via email? 

Of course. We are happy to take your order over the phone or via email. Please call 01752 817140 or email sales@essentialsupplies.co.uk and a member of our friendly sales team will be happy to help. 

 

How do I know if my order has actually gone through? 

Here are the tell-tale signs: 

  • When you’ve finished, an order number appears on your screen. (Keep a note of this in case you have any questions later.) 
  • We’ll ping you a confirmation email just to reassure you. (If you can’t find it, check your Junk folder as it might be hiding in there.) 
  • If you ordered and paid online, you can also head to ‘My Account’ and check your recent orders. 

 

Can I add something to an existing order? 

If you'd like to add to your order, please give our friendly sales team a call to avoid duplicate delivery charges when ordering online. 

 

What happens if I order an item that is out of stock? 

We will place this on back order for you and let you know an expected delivery date, giving you the option to cancel your order if you require the item urgently. 

 

Where we have partial stock, we will always try and send what we have available and send on the remainder when it’s back in stock.  

 

Let us know when placing your order if there are critical delivery deadline dates. 

 

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Delivery 

 

Do you deliver outside the UK? 

Yes, we can deliver worldwide.  

 

If you are ordering from outside the UK you have a couple of options: 

 

  • Call us for a quote on 01752 817 140 
  • Email us at sales@essentialsupplies.co.uk 
  • Place your order online as normal, then at the checkout stage when you select your delivery country and you will see ‘Email Quote’ appear. Place your order as normal and we will then calculate the delivery charge and confirm it back to you before taking payment. 

 

Who do you use for deliveries? 

All our deliveries are sent via Royal Mail or DPD is our default courier. You will be supplied with a consignment number on despatch of your goods, so you can track the progress of your delivery. 

 

When will my order be delivered? 

We despatch via Royal Mail or DPD each working day (Monday - Friday), excluding Bank Holidays. Where we have the items in stock, we aim to despatch your order on the day it is received, either by Royal Mail on a 2 day service or via DPD on a next day service – depending which delivery method has been selected at checkout. 

 

On items that require manufacturing and testing, please do allow extra time as your order will need to be scheduled into production. During our busiest periods (April - July), please allow a few days for delivery and do advise us of any critical delivery deadlines. 

 

What delivery charges apply? 

For our standard 2 to 3 day delivery, Monday to Friday, delivery is free on all orders over £75 (excl VAT). For orders below that value, a £5 + VAT charge applies for standard 2 to 3 day delivery.  

Standard next day delivery is available for £8.00 This applies to deliveries to the UK mainland only. For more info on this and all our other delivery options see our Delivery Rates. 

 

We can also offer timed deliveries (e.g. by 10am, 12 noon) and Saturday deliveries. Full information and charges can be found on the above link. 

 

Is there an order cut-off time for next day deliveries? 

Our standard cut-off time to accept orders for next day delivery is 3pm (Monday-Friday).  

Have something you need urgently and it’s outside this time? Give us a call and we will do our best to help you out.  

 

Will I need to be in to sign for my delivery? 

As standard practise, courier deliveries will require a signature. However, if you are unable to be there when the goods are delivered, let us know and we can authorise the courier to leave your delivery in a safe place, without a signature. 

If you provide us with a mobile phone number at checkout DPD Local will provide you with a one hour delivery window by text so you don't have to wait in all day. Using this text message if you wish to reschedule, you can: 

 

  • Select an alternative delivery date 
  • Opt for delivery to a nominated neighbour 
  • Have the parcel left in a specified safe place 
  • Collect the parcel from your local DPD Pickup Shop 

 

Can I track my order? 

Our main courier is DPD local. You will be supplied with a consignment number upon ordering so you can check the progress of your delivery – this is texted to the mobile number provided at the order stage direct from DPD. 

Track your parcel here DPD Local

For all other tracking enquiries please contact our Sales team. 

 

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Payment 

 

How can I pay for my order? 

We accept Visa, Mastercard, American Express and Visa Debit cards. We also take PayPal payments online or transfer via Bacs.  

 

We cannot accept payment over the phone for security reasons, but we can take your order and email you a link to complete payment online. 

 

Can I set up a credit account? 

Yes. Call one of our team who will be happy to send you the appropriate paperwork. 

 

What counts as proof of purchase? 

Either of these: 

  • confirmation email 
  • your order number 

If you can’t find one of the above, don’t worry. We should be able to sort everything out if you give us a call. 

 

Promotional Codes 

Did someone say ‘money off’?... Sign up for our newsletter and follow us on social media to get the latest discount information and offers. 

 

Already got a code? 

Lucky you! Here’s how to use it… 

  • Copy the code (or scribble it down). 
  • Paste or enter the code at the payment stage. 
  • Click ‘Apply.’ 
  • Voilà! You’re done! 

 

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Other Topics 

 

If an item is available to purchase on the website, does this guarantee it is kept in stock? 

Although we try to keep minimum stock levels of most standard products, there are occasions where an item(s) may be out of stock.  

 

We will always advise the customer of stock availability on receipt of an order, and let you know if it will be longer than you are expecting. 

 

Exchanges 

If you are not happy with your purchase for any reason contact one of our Sales Team who will work hard to put things right.  

 

Faulty items 

If you've had your item less than 30 days, we'll happily replace or refund it if it's faulty. If you've had the item between 30 and 365days we'll get it repaired, replaced or, if neither are possible, refunded. 

See our Returns page for more information on our policy. 

 

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