INTERNATIONAL ORDER - FREQUENTLY ASKED QUESTIONS
Do you ship direct to international retail customers?
No - We only ship retail orders to clients with a delivery address in the UK - we do however have a good network of distributors around the world. Please check our international map to find your closest distributor. Most of these international distributors are happy to ship internationally even if they are not in your exact country of location.
I’m an international retail customer, can I set up an account?
You can set up an account - however you will not be able to process an order through your account if your delivery address is outside of the UK.
Are you able to ship an international order to a UK postal address?
Yes we are able to ship international orders to a UK Postal Address - Please note that this is always only done when the delivery address is in the UK and payment is made using a method that guarantees funds - such as Paypal with verified Paypal address, or bank transfer or a credit card registered to invoice address where you the client have previously had goods invoiced to with no issues.
Any warranty issues for such orders would need to be dealt with on a Return to Base basis with the purchaser returning the goods to our UK base at their own expense. If an item is repaired or replaced under warranty, it would first of all need to be returned to our UK address and the purchasers expense and if it is repaired/replaced under warranty, it would then only be delivered back to a UK address.
In the event of there being any problems with the freight forwarding company you are using, please be aware that we cannot accept any responsibility for return/collection of goods rejected by freight forwarding/receiving addresses, nor can we take any responsibility for any communication with the freight forwarding company in the event of issues developing. It’s very important that you are aware that many freight forwarding companies reject what they term 'ugly freight' – this would be a package that exceeds their maximum size allowance and you need to specifically check before collection that your freight forwarder is happy with a pole box that can be up to (or sometimes over) 2 metres in length.
In the event of goods being rejected or returned, no refund will be issued until the goods are physically in the building; no refund will issued on confirmation of return by tracking.
Please note that all goods delivered to a UK address will have UK VAT charged on them.
Full Terms & Conditions for such orders can be emailed upon request.
Why are your Distributors prices more expensive than yours?
We are a UK company with all products being designed, produced or assembled here in the UK. The cost of international shipping and importation charges that our distributors have to meet will usually mean that costs for our products are about 25-35% more expensive outside of the UK. This can increase though due to varying import levies made by some countries.
Your Distributor local to me doesn’t hold the items I need, what should I do?
Create a list of exactly which products it is that you want to purchase and communicate these to your local distributor. Most distributors place orders with us on a regular basis and they should be able to order your products in for you with their next wholesale order from us.