Need help? Call us on 01483 30 47 57

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FAQs

Here you can find answers to some of the questions that we get asked the most.

Orders

If you send an order over via email, we will send you an order confirmation letting you know that we have received it. 

At Altrades we like to make your life as easy and quick as possible. To place an order, use our website or alternatively please give us a call on 01483 304 757 or email us at sales@altrades.co.uk.

We have one more method of ordering, just to give you a variety! Go to the Contact Us page to fill out the enquiries form with your order on it and we will send an email back to acknowledge your order.

Absolutely, just give us a call on 01483 30 47 57 tell us what you need and we can put the order through for you.

Yes, you can place an order from overseas, as long as the delivery destination is within the UK Mainland. If you are ordering for your location overseas, unfortunately, we do not deliver overseas.

No, not at all. You may place an order as big as you would like. Normally we have everything to be able to satisfy the needs of our customers, however, on the odd occasion that we may not have something, we will give you a call to see what options there are and what will work best for you.

We have a minimum order value of £50.00 and any order below £100.00 will be subject to a carriage charge of £15.00.

Please either give us a call on 01483 30 47 57, email us on sales@altrades.co.uk or you can log into your account and go to the order history tab and find out all the orders that you have placed through the website.

Delivery

Yes, absolutely! When ordering your goods at the checkout, choose ‘Collection.’ You will then receive an email from us when your order is ready to collect. We look forward to seeing you.

Alternatively, if you order over the phone, just simply ask if you can collect and we will be able to confirm when.

*Please go to the Contact Us page to find our address.

Yes, you will need to sign for your delivery. Please ensure that there is someone at your delivery destination to be able to do this.

If your products have been delivered by our external courier, please ensure that you

Usually, we will be able to deliver within 24-48 hours. This is subject to change if orders have products that need to be brought into us via our other stock holding facilities. If you have ordered bespoke packaging then this will take longer than 24-48 hours to deliver therefore please allow time for this when you order.

Delivery cost = £15.00 for orders under £100 (ex VAT)
*Please note if your goods are being sent by an external courier it may mean extra charges will apply.

If your goods are in stock then they will be despatched within 24-48 hours.

If your goods are not in stock, then they will need to be ordered in, so please expect to wait between 3-4 days until your goods are despatched.

**DESPATCH TIMES MAY BE DELAYED DURING BUSY PERIODS – PLEASE BEAR THIS IN MIND WHEN PLACING YOUR ORDERS**

We deliver Monday – Friday.

Our standard delivery times once an order has been processed is 1-2 days, however, this is subject to change if goods are not in stock. Please also bear in mind that during busy periods, these delivery times may change. If you have any queries about the delivery of your order, please do not hesitate to contact us.

Bank holidays
Christmas Holidays
Weekends

We deliver to the UK Mainland only. We DO NOT deliver to PO Box Addresses.

By our friendly driver*
Courier**

*This depends on the location of the delivery.
**Please note: depending on the location there may be excess delivery charges.

Local delivery and up to a 20-mile radius = Altrades
Outside of 20-mile radius = Courier

Returns

We will only accept returns for the following:

If goods are damaged or faulty. We will need to be provided with a picture of the damaged or faulty goods so we can get the issue sorted as soon as possible.

Incorrect goods received. If what we have supplied you does not match up with your original purchase order then we will need to know within 14 days of your receiving the order so that this can be rectified. Please note if some of the items have been used, we WILL NOT be able to issue a refund.

All returns need to be made within 14 days and the costs of returning the goods are at the expense of the buyer.

Please Contact Us to find out more.

Sometimes, we may not have sent some items as we need to order them in and we will bring these out at a later date. However, if this is the case then you will be notified before.

If you haven’t been notified and you find items are missing from your order, then please notify us as soon as possible so that we can rectify this for you.

Give us a call on 01483 30 47 57.

Payments

If you have a credit account this will be set up for you online meaning that you will receive an invoice with each order and 30 days to make the payment. Alternatively, it will be payment through the website or over the phone. Please note WE DO NOT STORE YOUR CREDIT CARD DETAILS.

You can also do a BACS transfer.

For credit account customers, you will receive your VAT invoice, by email, once the goods have been delivered. COD customers will receive a Pro Forma invoice to enable payment.

To request a copy invoice, please email us at accounts@altrades.co.uk

You will need to pay for your order when you place it by calling us on 01483 30 47 57 or by emailing us at sales@altrades.co.uk

No card records will be kept once payment has been accepted.
A Pro Forma invoice will be converted to a VAT invoice on receipt of payment for the goods and their subsequent delivery.
We accept normal bank cards.

Accounts

Yes, absolutely.
We have a couple of options here:

1. Credit Account – subject to the completion of our credit application form and the necessary credit reference checks. Once approved, in our sole discretion, payment will be required within 30 days from the date of invoice.

2. Cash Sale Account – You can order your goods and pay for them before delivery.

Please see our Privacy Policy for more details on this.

Useful Information

Yes, we can. Give us the details of what you need and we will be able to produce a quote, get your packaging made to how you desire and then get it delivered to you. Easy, efficient and helps promote your brand further.

Visit our Bespoke Packaging page to find out more.

Of course, we can. Our website is merely a fraction of the products that we do. If you can’t find what you need, please visit our Contact Us page and either give us a call or email us, or even submit your question through our form.

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