Working With Us
We are open to new applications you will need to email us at firstname.lastname@example.org Please make sure that your company meets our minimum conditions of trade before you email us.
Customers must have a bricks-and-mortar store or an independent webstore.
Please note that an independent webstore does not include third-party sellers like Amazon or eBay. You may offer products on these sites but you will also need your own webstore.
If your company does not meet these conditions, but you feel that a case can be made for your becoming a customer, please email us and include a brief description of how you intend to offer our products for sale to the general public.
Once we have received your application, our sales support team will be in touch to verify the details. You may be asked to supply pictures of your store front, sales area, and till area/payment system, or you may be asked to provide access to your webstore and the ability to make a simple test purchase.
Once your application has been accepted, you will receive a confirmation email with the login details for our online sales portal and a guide on how to use it.
Account Handler:You will be assigned one of our Account Handlers to look after all of your supply needs. They will be your main port of call when contacting us by phone or email. They will keep you up to date on all of the exciting products that we offer. If you want to be contacted at specific times, please discuss this with your Account Handler and they can arrange to call you during those times.
Placing Orders:MDV (Minimum Dispatch Value): You may place orders of any size, but we will only take payment and dispatch orders that exceed our MDV of £100. Orders under the MDV will be held for 10 working days and then cancelled if they have not met MDV.
You may place orders online at any time, but payment can only be taken during business hours.
Our office is open Monday to Friday from 9am to 5:30pm.
You may place an order over the phone or via email. We would advise that, if you are able to send an order via email, you use our provided Order Forms where possible. We recommend that you incorporate our product codes into your orders as this reduces the risk of input errors.
Please make sure that, when you place orders, you pay careful attention to how the product is offered. Most of our products can be ordered in single units but, when ordering accessories, these are more commonly offered in Counter Display Boxes (referred to as CDUs) containing multiple units.
You may place Pre-Orders for upcoming products and Back Orders for lines that are currently out of stock but will return in the future. We will hold these orders until the items become available but will only invoice and dispatch them when the value exceeds our MDV. If you order an item showing as in stock, and we are unable to supply it for any reason, you will be asked to confirm that you are happy to add it to your back orders. Similarly, if the price or product details of an item change between placing your order and supply of an item, you will be asked to reconfirm your order before we ship it.
When you place any order, you will receive an email copy referred to as a Sales Order.
Payment & Delivery:Payments must be made with our accounts department based on the Draft Invoice that will be sent to your chosen Billing Contact Details when we are able to take payment.
Orders should be dispatched within 48 hours of invoice. You will receive a Delivery Note to tell you when your order is leaving us. This will include a Tracking Number for our standard courier service, UPS, via a one-day delivery service for mainland UK. Delivery times will vary for offshore and European shipments.
We recommend you download the UPS My Choice App to help you to track your order and to make any changes that you require. If you experience any issues with your delivery, please contact your account handler, who should be able to assist you further.
We recommend that you do not take payment for goods ordered until they are in your possession. When ordering a specific item for your customer, we advise that you wait until you physically have the product before you inform the customer that their order has arrived. While we strive to provide a quick and efficient service, we can experience supply issues or interruptions.
When planning to run specific events or activities in store that require stock, it is advisable to order these at least a week in advance and to inform your account handler. Otherwise, we cannot guarantee that we will have stock of the product that you require or that it will arrive in time for your event.
New Releases:We usually have new offering of products to bring to the market. We send details of these out quarterly though our mailout system. As soon as we send this list, our sales team can start taking orders on these lines. We advise that you place your new-release order by email using the form as soon as possible. If there are any popular lines that sell out, you will then stand the best chance of receiving stock. Oversubscribed lines will be allocated as fairly as possible.
On occasion we may choose to allocate or restrict how many of a line each client can order, to spread out the stock on lines that prove popular unexpectedly or that are short-supplied to us. Where possible we will look to reorder these lines quickly, though restock times can vary greatly depending on availability of the product with the manufacturer and from where in the world the product needs to travel.
New-release orders will be invoiced and will start dispatching from Friday and should be in transit to you by end of day Monday.
When you are accepted as a customer you can access a sign-up link for our daily updates and other communications on your account dashboard. These updates will include a complete stock list of lines that we currently have available. This will give you a good idea of which items are currently available to order, and will aid with your customers’ enquiries. If a line is showing as ‘low stock’, we advise that you check with your account handler as to availability and place an order as soon as possible.
Pre-OrdersWe send out a quarterly solicitation and weekly update including our master pre-order form, showing notable upcoming lines.
Where possible, we will include links to the manufacturer’s product web page which may have more information regarding the product.
All prices and release dates are subject to change.
Please be aware that all orders are considered confirmed and binding.
Please be careful not to over-order. If you wish to increase your order closer to release, this is possible.
We will endeavour to fulfil all pre-ordered lines in full although, depending on availability, it may be necessary for us to allocate stock. Once we have informed you that a pre-ordered line is available, an order to reach MDV must be made within 10 working days or a carriage charge must be added. We will make every effort to ensure that your pre-orders remain available for you to order for the week it is released. Any pre-orders not processed after this period will be cancelled and remaining stock made available to other clients.
Events:If you run a special event, we can look to assist you by providing demonstrators for key lines that we support. We ask that you can ensure that the event is well advertised, receives a good footfall and that you buy in suitable stock of the lines being demonstrated. Contact our Demonstrations Team (email@example.com) to discuss the details of your event at least 1 month in advance. We cannot always guarantee that we will be able to support your event with demonstrators, however we will always try to fulfil any requests.
Returns Policy:If you receive goods in a damaged or unsuitable condition, please contact our support team via the ‘Report a Problem Log’ form on our website, to report any issues with goods within 48 hours of receiving your delivery. We will look to issue you with a problem-log number so that you can send the product back to us. The value of the product will be credited to your account once received. Authorised returns must be returned within 7 days.
We will not ship replacements for damaged goods and will always deal with these instances by issuing a credit. We are happy to add another copy of the affected product to your open orders to ship with your next delivery if stock is available once the problem log has been closed.
We hope that you enjoy using our services and we wish you success with your business.