Help & FAQ

Please look below for answers to commonly asked questions. If you cannot find the information you are looking for, please call us on 01723 584091 and we will be happy to help!

- What are your order timescales?

- What about delivery outside mainland UK?

- What about delivery in a hurry or to different addresses?

- How do I know if my order has been despatched?

- I want to discuss my requirements with someone and get suggestions from your experienced staff before I buy

- How do I know if the artwork I have uploaded is suitable?

- Is it possible to see a sample before I order?

- Do I have to pay for a sample?

- What is your returns policy?


Question:

What are your order timescales?

Answer:
We aim to deliver all of our ‘Ready to Ship’ range within 5 working days.  Next day delivery is usually available, for only £10, for orders placed before 1.00pm.  If your order is particularly large or we have insufficient stock, we will let you know promptly and aim to get the products to you within 10 working days.

 

Build Your Own products are made to order and, under normal conditions, take 10 working days. Please telephone our helpful, friendly staff on 01723 584091 to discuss our Quickship service if you require faster delivery.

 

Question:
What about delivery outside mainland UK?

Answer:

Delivery is free to mainland UK and charged at cost to outlying areas or abraoad.  Delivery charges are made based on volume and weight of your delivery, on a case-by-case basis.  Please email sales@duraweld.co.uk for a costing or telephone 01723 584091 during office hours.

 


Question:
What about delivery in a hurry or to different addresses?

Answer:

Stock items purchased on this website can be bought with next day delivery for an additional cost of £10 (stock permitting). During the order process you also get the opportunity to specify a different delivery address if required. Other special delivery arrangements can be made by contacting the office on 01723 584091 or making a request in writing to sales@duraweld.co.uk.

 

Personalised products are manufactured to order and as such are subject to a Quickship charge if the product is required quicker than the standard 10 days. A sliding scale of charges applies to customers wanting delivery one or more days in advance of standard delivery lead time of 10 days. Products designed and ordered online may be able to be manufactured quickly at an additional cost - please contact a member of the sales team on 01723 584091 for questions regarding this.


Question:
How do I know if my order has been despatched?

Answer:
An email is sent automatically upon shipment of your order. Customers can also log on to the 'My Account' section of the website, and view the status of any orders they have placed (both on this website and also through our sales office). Many orders also have tracking numbers which can be used to track delivery.

 

During office hours telephone 01723 584091 and ask one of our customer services team for the status of your order.


Question:
Can I discuss my requirements with someone before I make a purchase? 

Answer:
Our customer service team are always here (during office hours) to help customers with any queries they may have. As well as offering expert advice on bespoke products, such as how to cut your costs, or the best way to get a great looking product, they are happy to guide you through the online order process and the Build Your Own tool.

Question:
How do I know if the artwork I have uploaded is suitable?

Answer:
The artwork uploaded only allows pdf files to be uploaded during the Build Your Own process, we receive these along with the order, but before anything is manufactured, the artwork is checked by our pre-press department to ensure it is of the required quality. They will contact you if there are any issues. Other file formats will be accepted and can be emailed after you place your order, including the order reference so we can tie everything together.


Question:
Is it possible to see a sample before I order?

Answer:
A sample for a stock item will be sent on request.  Please email sales@duraweld.co.uk or telephone 01723 584091. We can also supply recently produced samples from other production runs for style, size and quality. Availability is dependent on demand.

Alternatively we can manufacture a detailed pre-production sample of the product you are intending to order. This will take approximately 5 days and will cost £100 (with £40 refunded on orders over £1000).


Question:
Do I have to pay for a sample?

Answer:
Pre-production samples of products designed online are available and charged at £100 with £40 refunded upon placement of orders over £1000 + vat.

 

Question:
What is your returns policy?

Answer:
If you change your mind about your purchase, please return the unused goods to us, with the receipt, within 14 days of purchase and we will offer you an exchange or a credit note.

 

This does not affect your legal rights, including your right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.




 

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