Customer Service


 
Shipping & Delivery

We process your order as soon as possible after we receive and accept it. Where possible, we aim to deliver items within 2-3 days, if there are any exceptions to this, (such as items from the Carhartt Workwear range) then this will be clearly highlighted in the product description on the website. 

Delivery charges apply for all orders under £75.00 For all orders above £75.00, delivery will be free. Carriage to highlands & islands is at an additional cost which is POA depending on the item.

Where an order has multiple items, a longer delivery time may be unavoidable. Due to the nature of sourcing the highest quality products at the best prices for our clients, it is sometimes necessary to use several suppliers and wait until the entire order is ready to be shipped, as opposed to sending several small shipments. This saves cost for us the seller and you the customer. We reserve the right to make the best judgment regarding shipment in these circumstances.

Occasionally, we may be forced to send out multiple item orders in separate shipments. This may happen where an item has to be placed on the back-order system but others are in stock ready for despatch. Whilst we always strive to avoid this option, we also endeavour to provide the best possible service to you the customer and therefore it may sometimes render this approach necessary.

Where the product selected is unavailable, for whatever reason, we the company reserve the right to supply an alternative product of similar specification, quality and cost. Whilst we always endeavour to inform the customer of this occurrence prior to despatch, it is not always possible. In the event of the substituted goods having to be returned, then all costs incurred with sending them back to us will be met by the company.

We have two delivery options, Royal Mail or Courier. We, the supplier, reserve the right to make the decision as to which method your order will be delivered by. If you have any special delivery requests, such as guaranteed next day delivery, then you are encouraged to call our office on the freephone number 0800 121 8802 for prices. All such requests will be dealt with individually.

Our courier will normally attempt delivery three times before returning the goods to us. Goods which are returned in this manner will be considered cancelled and you will be responsible for the return cost of the goods to you. 

Welding Supplies Direct offers you a 14 day cooling off period with all items ordered. The legal requirement is only 7 days, but we have doubled that to give you the customer, complete peace of mind with your purchase. If in that time you decide that you wish to return the goods, then you must inform us via email of your intent to do so. Please ensure you have any relevant order numbers to hand.


 
Privacy & Security
 
We use Sage Pay for all of our debit and credit card transactions, world leaders in online payment solutions. At no time during your shopping experience with us, do we hold or store your payment details. 

Sage Pay complies with level 1 PCI SSC (Payment Card Industry Security Standards Council) requirements.

All transaction information passed between Welding Supplies Direct Ltd website and Sage Pay's systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay's servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Learn more about Sage Pay by visiting their security policy page here: http://www.sagepay.com/security_policy

 
Returns & Replacements
 
In the unfortunate incidence that you return your goods to us then we will issue a full refund, including delivery, within 30 days of your informing us of your intention to do so. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.

Goods should be returned to us in a saleable condition. Whilst you are in receipt of the goods it is your responsibility to take 'reasonable care' of them. If we believe that you have in anyway failed to do this, we reserve the right to charge an amount equal to 25% re-stocking fee. 

If you received a free gift with your product that you subsequently return, you must return the gift also, unless agreed otherwise with a representative of the company. 

If you incurred an extra delivery cost due to your own special request (such as guaranteed next day delivery) in the event of a return of goods, only the price of standard delivery will be refunded.

If your item was a special order made to your own specification, then please be aware that we cannot accept the item for return and you will not be entitled to a refund.

You must inspect your goods immediately upon receipt for any damage. If you do receive an item in a damaged condition, then you must inform us within 24 hours of delivery to enable us to make a prompt claim against the delivery company. Failure to do so will result in us being unable to accept liability. The delivery note should be endorsed with 'Goods Received Damaged'. 

Damaged goods will either have to be returned to us with all costs incurred being met by us, or dependent upon the item, a replacement may be despatched promptly without the need for return of the damaged original. We the company reserve the right to make that choice.

If the product is faulty, then we will meet all costs involved with returning the product to us and you will be entitled to a full refund. We do reserve the right to inspect the products on return and verify any faults before issuing a refund.

We shall not be liable to you where performance of any of our obligations to you is prevented, frustrated or impeded by reason of Acts of God, War and other hostilities, civil commotion, accident, strikes, lock-outs, trade disputes, acts or restraints of Government, imposition or restrictions of imports or exports, or any other cause not within the reasonable control of TWS Direct Ltd.

Ordering

Placing an order is a quick and hopefully easy process, just browse our online catalogue and add any items that you wish to purchase into your shopping cart. All prices are inclusive of VAT and any delivery charges are clearly marked. When you have finished shopping and have made your selections, simply click on the 'checkout' button at the top of any page and you will proceed through to the payments section. 

If you have made a mistake on your order then you can, at any stage rectify this within your shopping cart. If for any reason you are unable to do this or are having difficulty, then please do not hesitate to contact us on 0800 121 8802 and we will resolve the issue for you. 

After placing your order with us, you will receive an order confirmation email, this is simply to let you know that we are aware of your order, it does not indicate that a contract exists between us. The contract will begin once we have accepted to undertake your order and you receive an order acceptance email. This ensures that in the event of a mistake with pricing or stock levels you the customer and we the seller are protected. 

Although we endeavour to ensure that all pricing is accurate, errors may occur and we will contact you to enquire whether you wish to proceed with the order at the new price or cancel the order. We will not be obliged to supply goods at the incorrect price. We reserve the right to adjust prices at our discretion at any time before, but not after we accept your order. 

In the event of an ordered item being out of stock we will contact you to let you know and if possible give you any alternatives available to you. One alternative will always be to keep the order on a back-order system, whereby as soon as we receive fresh stock of the item it will be despatched to you. Our stock levels fluctuate and whilst we endeavour to ensure that all items on display on the website are readily available, we cannot be held responsible if a supplier withdraws a product at short notice. In the unlikely event that this occurs and you do not wish to proceed with the order or any alternatives, any money paid will be refunded. 

We may choose not to accept your order for any reason and will not be liable to you or to anyone else in these circumstances. 

When you have placed the order with us, your payment will be deducted immediately and once the funds are cleared, your goods will be despatched.


 
Payment, Pricing & Promotions
 
We use Sage Pay for all of our debit and credit card transactions, world leaders in online payment solutions. At no time during your shopping experience with us do we hold or store your payment details. 

Sage Pay complies with level 1 PCI SSC (Payment Card Industry Security Standards Council) requirements.

All transaction information passed between Welding Supplies Direct Ltd website and Sage Pay's systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing you pass to Sage Pay's servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

 
Viewing Orders
 
Once you have placed an order with us, you can view the progress at any time by clicking the 'Order Tracking' link from our front page. You will be required to enter the order ID and the last name of the billing contact used. You can then select from a drop-down menu whether you prefer to find the order using your email address or your postcode, upon entering the selected information your order details will be retrieved for you. This feature is available regardless of whether you completed the checkout process as a guest, or created an account. If you did create an account, you will find a list of your recent orders within the 'My Account' section at the top of the page.   

 
Updating Account Information
 
If you choose to create an account with us, you are able at any time, to amend and update the information we hold through the 'My Account' section at the top of any page. This section allows you to login or create an account if you haven't already done so. Upon entering your login details, you will be taken to a page with a list of options on the left hand side of the screen. Here you can update your contact details such as addresses and telpehone numbers and your personal details such as names and email addresses. There are also options to review your order history, create a product wishlist, or even write a review of a product you have purchased. Through this section, you can also manage your newsletter subscription, opting in or out at any time. Any customer who creates an account, will have the benefit of a faster checkout for future purchases as delivery and billing details can be stored. Card details will need to be entered manually each time, as we do not hold or store any card information for security purposes.