Frequently asked questions
Find quick answers to common questions about orders, delivery, returns, products and more.
Ordering
How do I place an order?
Add products to your cart and follow the checkout steps. If you need help, contact our team.
Can I change or cancel my order?
Contact our team as soon as possible with your order number. We will confirm what can be changed based on its processing status.
How will I know if my order has been received?
Shopify sends an order confirmation to the email address used at checkout. If you cannot find it, check your spam folder or contact us.
Do you offer an account for repeat customers?
You can create a customer account for order history, saved addresses and faster checkout. A customer account is not required to request a quote.
Products
Are your products suitable for commercial use?
Product suitability varies. Please review each product's description and specifications or ask us about your intended application.
How do I know if a product is in stock?
Availability is shown on the product page where enabled. Contact us if you need a confirmed quantity for a project.
Can I get product advice or recommendations?
Yes. Share your property type, use case and quantity through the contact form so we can suggest suitable options.
Do you offer product samples?
Ask our team about the specific item and quantity; we will confirm whether a sample can be arranged.
Delivery
How can I track my order?
Use the tracking information in your shipping confirmation if supplied, or contact our team with your order number.
What should I do if my delivery is delayed?
Please contact us with your order number and any tracking information so we can investigate.
Do you deliver to my area?
Enter your address at checkout to see available delivery options, or ask us about a project destination.
Can I change my delivery address?
Contact us immediately with your order number. Changes depend on whether the order has already been dispatched.
Returns
How do I return an item?
Please review the current Returns & Refunds policy in the footer, then contact our team with your order number and the item's condition.
What items can be returned?
Eligibility depends on the item and its condition. The current Returns & Refunds policy sets out the applicable terms.
How long does a return take to process?
Timeframes depend on the request and item. We will explain the next steps after reviewing your return enquiry.
Can I exchange an item?
Contact our team with your order number and the item you would prefer. We will confirm the available options.
Bulk orders & quotes
Do I need an account to request a quote?
No. You can submit a quote request without creating or signing in to an account.
When should I request a bulk order quote?
Request a quote when you need larger quantities, several products, or delivery planning for one order.
Can I request a quote for larger quantities?
Yes. Send the product names or links, exact options, quantities, delivery postcode and required date using the quote form.
How will I receive and pay for my quote?
Our team will review your request and email the quote. When you accept it, we can send a secure Shopify payment link.
Still need help?
Can’t find the answer you’re looking for? Our team is here to help.
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