FREQUENTLY ASKED QUESTIONS

Contact and Opening Hours

How can I contact you?

Please call us on 01708 855 698 or email [email protected] if you need to contact us.

Our head office address is

Solseal LTD Unit 16A Severn Bridge Industrial Estate Caldicot NP26 5PT

Our sales office warehouse are open Monday – Friday 8am – 5pm.

We are closed on weekends and bank holidays.

Delivery

Where is my order?

When you have placed your order our dispatch team will prepare your items for collection from our couriers. When the couriers have collected your items you will be emailed a tracking number.

How long will delivery take?

UK Mainland

Orders placed Monday to Friday before midday will be processed and dispatched the same day subject to stock availability.

Orders placed Monday to Friday after midday will be processed and dispatched on the next working day subject to stock availability.

Please note: Our warehouses are closed on weekends and bank holidays. ‘Working day’ is Monday to Friday.

Saturday delivery is available on request only – please call 01708 855 698 for a quote.

Scottish Highlands and offshore delivery

We will always endeavour to deliver to you as quickly as possible and at the best possible price.

However please note postcodes in some areas of the Scottish Highlands and offshore addresses require a delivery surcharge to our normal UK carriage fees and in some cases can take longer to be delivered, so please call us on 01708 855 698 for a bespoke quote and place your order with us over the phone.

AB36-38, AB55-56, FK17-21, G83, GY9, HS1-9, IM (ALL), IV (ALL), KA27, KA28, KW0-14, KW15-17, PA20-78, PH15-18, PH19-29, PH32-33, PH45-48, PH30-31, PH34-44, PH49-99, ZE (ALL)

I received a ‘Postcode not accepted’ message when trying to place an order. What does this mean?

We will always endeavour to deliver to you as quickly as possible and at the best possible price.

However please note the following postcodes require a delivery surcharge to our normal UK carriage fees, so please call us on 01708 855 698 for a bespoke quote and place your order with us over the phone. We look forward to hearing from you.

AB36-38, AB55-56, FK17-21, G83, GY9, HS1-9, IM (ALL), IV (ALL), KA27, KA28, KW0-14, KW15-17, PA20-78, PH15-18, PH19-29, PH32-33, PH45-48, PH30-31, PH34-44, PH49-99, ZE (ALL)

How much does delivery cost?

We will always endeavour to deliver to you as quickly as possible and at the best possible price so delivery costs are calculated according to the weight and size of the product.

To calculate delivery costs, enter your postcode at checkout and your sipping costs will be updated.

Can I track my order?

Yes, our courier will text and email a tracking number to the contact details you provided when your items have been collected from our warehouse.

My order hasn’t arrived…

If you have received a tracking number from our courier please check with their customer services for information on the location of your delivery.

If you haven’t received a tracking number from our couriers please call us on 01708 855 698 or email us at [email protected] quoting your order number for reference so we can help locate your order.

Can I collect my order from your warehouse?

We have warehouses in Caldicot, Essex and Glasgow. If you would like to collect your order from one of these locations please call us on 01708 855 698 to arrange a collection.

What does ‘Next Day Express Delivery’ mean?

If you have ordered a product that is listed as ‘Next Day Express Delivery’ before midday on Monday to Friday your order will be processed and dispatched the same day delivered the next working day.

For example. If you order a product listed as ‘Next Day Express Delivery’ on Monday before midday it will be delivered the next day (Tuesday).

If you order a product listed as ‘Next Day Express Delivery’ on Friday before midday it will be delivered the next working day (Monday).

If you order a product listed as ‘Next Day Express Delivery’ on Friday after midday it will be processed the next working day (Monday) and delivered the following working day (Tuesday).

Refunds and Return

How do I return an item?

To cancel an order before it has been dispatched please call us as soon as possible on 01708 855 698 or email [email protected] quoting your order number.

If you would like to return an item and receive a refund please call us on 01708 855 698 or email [email protected]quoting your order number and stating the reason for your return.

Refunds must be requested within 60 days of delivery, still in their original packaging and in a re-sellable condition with a minimum shelf life of 6 months.

Items for return can be sent to:

Solseal LTD Unit 16A Severn Bridge Industrial Estate Caldicot NP26 5PT

Please include a copy of your order information in the packaging for reference and the reason for returning the items.

Have you received my return?

We will let you know via email when we have processed your refund.

When will I receive my refund?

Your refund will be returned via the same payment method used to place the original order within 5-7 business days, though may arrive sooner in some cases. If you have not received your refund within 7 business days please call us on 01708 866 698 or email us at [email protected] quoting your order number for reference. ****

Order Issues

I have received a faulty or damaged item, what should I do?

We ask that you are at the delivery address to accept and inspect the order for any missing or damaged items. Solseal Ltd does not accept any liability for items damaged or lost in transit.

We take every precaution to ensure that all orders are packaged carefully and leave our warehouse in good working order.

We accept that occasionally items can be faulty. Please notify us of any faulty products as soon as possible by calling 01708 866 698 or email us at [email protected] quoting your order number for reference. ****

I have received the wrong item, what should I do?

We ask that you are at the delivery address to accept and inspect the order for any missing or damaged items. Solseal Ltd does not accept any liability for items damaged or lost in transit.

We take every precaution to ensure that all orders are packaged and dispatched correctly.

Please notify us of any missing items as soon as possible by calling 01708 866 698 or email us at [email protected]quoting your order number for reference. ****

My order hasn’t arrived…

If you have received a tracking number from our courier please check with their customer services for information on the location of your delivery.

Products

How can I check if a product is in stock?

If you can add a product to your basket it will be in stock, however in rare cases large quantities of a product may be out of stock with our suppliers in which case we will contact you to discuss your options at the earliest opportunity.

Do you offer discounts for large/bulk orders?

Please email [email protected] or call us on 01708 855 698 and we will happily discuss a quote with you.

Can you give me more information on a particular product?

All our products have descriptions, technical and safety sheets, however if you need more information please email [email protected] or call us on 01708 855 698.

Payment

What payment methods do you accept?

We accept all major debit and credit cards including Mastercard, Visa and American Express.

I have received an error message or my card has been rejected when trying to make a payment…

We use industry leading payment security to protect our customers which can sometimes cause a legitimate payment to be rejected. If you believe your payment has been rejected in error please call us on 01708 855 698 and we will be happy to process your order over the phone.

How can I can get an invoice for my order?

You will receive an invoice automatically by email. If you need another copy of your invoice please email [email protected]

Accounts

Can I set up a trade account with you?

For all trade account enquiries please email [email protected]