We have gathered some frequently asked questions so you can get to the answers you need quicker. We hope you’ll find everything you need here, but if not then please contact us and we will be happy to help. For the quickest response try our live chat in the bottom right corner of your screen.
Do you offer product customisation?
Yes, our Tensabarrier® range can be customised. This includes RAL colour matching, as well as personalised webbing options to suit your business and brand. To find out more about Tensabarrier® customisation please contact us.
Can I place an order by phone?
No. Unfortunately, we can’t process payments other than online and therefore can’t complete an order over the phone. We advise you place your order online for faster processing and to ensure your order and details are accurate. If you are having trouble placing an order, please contact us so we can assist with your order.
How long does it take for my order to be processed?
We usually process orders quickly, but please allow up to 48 hours for your order to be processed. This processing time doesn’t include our despatch time, which can vary per product. Please see the product’s page or your basket for specific lead time information.
Can I amend my order after its been placed?
We try to process orders as quickly as possible and therefore it can be difficult to amend an order after being placed. If it has been over 24 hours or after we have processed your order then we won’t be able to amend it. Please contact us to see if we can amend your order.
How can I cancel my order?
If you need to cancel your order, please contact us immediately. If you wish to cancel within 24 hours of placing your order and before being processed, then orders can be cancelled easily. If you order has already been shipped, then we can’t cancel the order and you will need to raise a return request.
I have cancelled my order. When can I expect my refund?
Once your order has been cancelled and your refund has been processed it can take 3-5 working days to complete. This is the time taken by banks, so unfortunately we have no control over this timescale.
What do I do if my order has missing, incorrect or faulty items?
Sometimes things can go wrong and we endeavour to rectify any issues as quickly as possible. Please contact us immediately and provide as much information as possible, including order number, items in question and any other relevant information.
I am an EU VAT-registered business. Can I zero rate the VAT on my order?
Any VAT-registered business in an EU country other than Germany can zero rate the VAT on their order. There is a field in the billing step of the checkout process which you can enter your business’ EU VAT number. The number you enter will be verified by VIES, and if valid, will zero rate the VAT on your order. Please contact us if you are having any issues entering your VAT number.
What credit/debit cards do you accept?
We can only accept Mastercard, Visa and American Express cards.
Do you accept PayPal or any other forms of payment?
Alongside the credit/debit card options specified we also accept payment via PayPal which can be selected at the checkout.
Can I pay for my order on the phone?
No. Unfortunately, we can’t process payments by any other means than online. If you are having trouble with making a payment then please contact us and we will be happy to assist.
Do you offer credit facilities?
Yes. We can offer credit accounts to businesses. However, all applications will be subject to relevant checks before acceptance. To apply for a credit account please contact us.
Where can you deliver to?
We currently only deliver to European, EEA and EFTA countries, excluding the United Kingdom. However, if you are outside of our current delivery zone, please contact us for more options including collection.
How much will my delivery cost?
Delivery cost is calculated by the size, weight and delivery destination of your order, and because of this complexity, we can’t provide overall costs. To calculate the cost of your delivery, use the shipping quote option in the basket/checkout process. If you would like to place a large order, please request a quote from us and we can give you a custom quote and further shipping options.
How long will delivery of my order take?
Delivery times can vary and are largely dependent on the delivery destination and service. You can find indicative delivery lead times for our standard delivery service on our delivery page.
Do you offer expedited delivery services?
Yes. We can offer expedited delivery services, but this is dependent on the size and destination of your order. Please contact us for more information on enhanced delivery services.
What should I do if my order hasn’t been delivered yet?
If it has been longer than the despatch and delivery time stated when you placed your order, then contact us and we can track the progress of your delivery and rectify any issues.
Can I track the delivery of my order?
Where possible we will provide details for you to track the progress of your delivery. This is available for most courier services but not always for freight deliveries. If you haven’t been provided with any tracking details then contact us and we will try to help to offer delivery information.
What should I do if my order was damaged in transit?
If the packaging appears damaged then, if possible, you should refuse delivery. If this isn’t possible then make a note with the carrier when signing for your delivery. Please contact us within 48 hours so we can raise a claim with the carrier. Where the packaging looks okay but you have found damaged items inside, please contact us within 14 days of delivery.
What is your returns policy?
You can review our full returns policy with complete information on the returns page.
How do I return an order?
To begin a return you must first contact us so we can establish the reasoning and process accordingly. At this stage you will be given an RMA number which is imperative for a return to be accepted and is only valid for 30 days. Then you will need to ship the products back to us by a prepaid and insured carrier method. When received we will process the return and any refunds and/or replacement products. For full details, see our returns page.
What is an RMA number?
An RMA (Return Materials Authorization) number is a reference number used for the returning of products to us. We will not accept any return without one, neither will we process any refunds and/or replacement products. The RMA number allows us to track and store all details about a return and speeds up the returns process. RMA numbers can only be obtained by contacting us and are only valid for 30 days, any products returned after this time will be refused. For more information, see our returns page.
I have returned my order. When can I expect my refund?
Once your return has been received and processed your refund can take 3-5 working days to complete. This is the time taken by banks, so unfortunately we have no control over this timescale.
Are there any products I can’t return?
We don’t accept returns for the following products:
Bespoke and custom-made product(s) (i.e. custom webbing designs, post finishes, bespoke sizes, etc);
Product(s) that have been used, installed or altered from their original state.
Unfortunately, we can’t accept returns of bespoke products if incorrectly ordered by a customer. However, if we have made a mistake then we will accept the return and replace accordingly. For more information, see our returns page.
Why am I being charged a restocking fee?
If you are an EU-registered business and have incorrectly ordered product(s) then any return will be subject to a 25% restocking fee, plus the cost of outbound delivery. This excludes any bespoke product(s), which aren’t eligible for return. We charge this fee because of the substantial cost we must undertake when accepting a return.
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