FAQ’s

This page is primarily intended for customers who have never used our site before, and to help answer a few of the questions that often crop up.

1)  Safe Payment?

2)  What about my personal details?

3)  Do you use cookies?

4)  Can I contact you by phone?

5)  What if I’m not happy about something?

6)  How do your prices compare?

7)  Can I collect?

8)  When will you take my payment?

9)  I want to place an order, but I don’t like buying online.

10) How do I change/cancel my order?

 

1) Is my payment safe?

Our site utilises the ………….. payment system.  All payments are taken directly, securely, and no credit card information is stored by us whatsoever.

 

2) What about my personal details?

Our customers privacy is taken very seriously, and your details would never be sold or released to an external company.  we only collect basic information, and may use it for in house marketing purposes, or to let you know about special offers etc.

 

3) Do you use cookies?

A cookie is a small text file that is sent to your computer, via your web browser, when you visit websites.  Cookies are used by us to store information about you for the next time  you visit the site, to see how you use the site and to keep track of your shopping basket.

 

4) Can I contact you by phone?

Absolutely, we are not an “online only” business, and welcome telephone calls during our business hours.  You will find all of our contact information on the “contact us” page.

 

5) What if I’m not happy about something?

Our goal is complete customer satisfaction, and much of our business comes through recommendations.  If you are dissatisfied with any aspect of our site, or service, please advise us immediately.

We would prefer to deal with any complaints via an e-mail to customer services, who will reply to you within 2 working days.  If, however, you wish to speak to a manager, please do not hesitate to call us at any stage.

 

6) How do your prices compare?

Thermal insulation has been our business for over 15 years, and our staff have literally hundreds of years experience between them.  We stay in business by being competitive, and by keeping our customers happy.  Our prices are regularly checked against our competitors, on and off-line, to ensure that our customers always get value for money.

 

7) Can I collect?

We are more that happy for our customers to collect.  If you “check” the collection box when you place your order, we will e-mail you as soon as your order is packed and ready.  Our warehouse opening times are shown on the “contact us” page.

 

8) When will you take payment?

As your card is processed directly with the bank, payment will be taken at the point you confirm your order.

If you are not an export customer, we will contact you to discuss delivery options and take payment once you are satisfied.

 

9) I want to place an order, but don’t like buying online.

We have hundreds of customers who feel the same!

Call our customer services team and they will be happy to take your order over the phone.  Alternatively, you can simply fax or e-mail your order to us, a member of our team will contact you for payment.

 

10) How do I change/cancel my order?

Couldn’t be easier!  Call our customer services as soon as possible and, as long as your order hasn’t already been dispatched, we will amend it as required.

 

Don’t forget, our customer services are always available Monday to Friday, 8am to 5.30pm.  We would be delighted to hear from you and assist with any other queries you may have.

 

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