Orders & Returns
In this section you will find answers to most common questions related to placing orders, payment, and delivery.
If you cannot find the answer to your question, please contact us on 01924 442701 and we will be happy to assist with orders.
When will I receive my order?
Most items in stock are dispatched the same day if ordered before 12:30pm.
Proof of delivery is available on request.
Standard delivery times for orders are between 8:00am and 18:00pm Monday to Friday.
Due to the covid-19 pandemic you may experience slight delays with some products.
How is delivery charged?
Our delivery costs are calculated on product weight.
The delivery cost of your complete order will be displayed on the checkout page.
Where do you deliver to?
We deliver across the globe. However, our online ecommerce ordering system is only available for orders delivered within the UK.
For deliveries outside of the UK please contact us on +44 (0)1924 442701 for delivery charges.
Is there a minimum order value?
From one item to a full lorry load we will handle your order with the upmost importance.
Do you deliver yourself?
No, all our orders are dispatched through our approved logistics companies across the world.
Do I have to order online?
No, but we would prefer it if you could use our order service online. Our eCommerce has been developed to make it as easy as possible and is quick in providing you with automatic confirmation of your order and payment.
If you are not able to order online, we would be happy to receive you order by:
Tel: +44 (0)1924 442701
Fax: +44 (0)1924 471925
Email: hello@alwaysb.co.uk
Our offices are open from 9:00am to 5:00pm Monday to Friday.
When ordering by phone, fax or email please provide us with:
- Product code
- Quantity
- Delivery address
- Email address
- Credit/debit card for payment
Do I have to pay by credit card?
We accept most credit cards online and if you have a PayPal account you can pay using this method.
We do offer our customers the ability to pay by bank transfer and upon receipt of funds we would arrange for your goods to be despatched. Please contact us for further information.
We offer credit accounts for customers who purchase on a regular basis and have a good credit history. If you would like to apply for a credit account, we would require you to complete a credit application and forecast details of the products you require and frequency.
Do you have a money back guarantee?
If you are not 100% satisfied with your products just let us know within 30 days of receiving your order and, upon receipt of returned goods, we will refund the cost of the goods. We would be unable to refund shipping costs.
Terms and conditions apply.
Returns
We recognise that, from time to time, customers may return goods which we have supplied to them. We distinguish between cases where the return is occasioned by a fault or error which is the responsibility of ourselves and cases where the customer has requested a return for their own reasons (such as goods ordered in error or no longer needed).
1. Our Responsibility
If the goods supplied are damaged on arrival, the delivery quantity is incorrect, or the wrong goods are supplied you must record this on the delivery note which you sign, and report it to us within 24 hours. We reserve the right not to accept returns in cases where you have not contacted us. In such cases we will arrange collection and we reserve the right not to pay any charges incurred where the customer has arranged collection.
We will offer a full refund or replacement subject to the above conditions.
2. Customer’s request
If you wish to return a product purchased from us for any reason other than those mentioned in 1) above you must make your request known within 15 working days of the date of despatch. In such cases you must arrange and pay for collection. We can arrange collection on your behalf at agreed rates but will take no responsibility for any subsequent loss or damage to the product or packaging. We reserve the right not to accept such return requests.
The returned goods must be in a resalable state and any goods or accessories that accompanied the products must also be returned to us. The goods should also be returned with their original packaging.
In the event that an item was ordered in error or is no longer required a refund may be given on the cost of the goods only at our discretion.
Any refund offered will be by way of credit note issued upon receipt of the returned goods in a satisfactory condition. We reserve the right to charge for any goods that arrive damaged or require repackaging.
Complaints
We are committed to providing top-quality products backed by high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve the service we provide to you.
So, if you have a complaint about any aspect of the service we have provided to you, please contact our Office Manager on +44 (0)1924 442701 or email hello@alwaysb.co.uk with the details as soon as possible.
What will happen next?
We will contact you to acknowledge receipt of your complaint within one working day of receipt.
We will investigate your complaint fully. This involves raising an internal form (noncompliance report form) as part of our quality system. The form helps us coordinate our investigation and it will be immediately reviewed by at least two members of staff, one of whom will be a director.
We promise to advise you within five working days of acknowledgement of your complaint the proposed resolution or state of progress of your complaint.
If, upon receipt, you are not satisfied with the proposed resolution, you should contact us again within five working days of the proposed resolution. We will arrange for the details of your complaint to be reviewed and commented by the Managing Director. You will receive a final comment within five working days.