FAQ

> Is VAT included in your pricing?
> What is your delivery charge?
> How long will my order take to arrive?
> Can I duplicate a previous order?
> What methods of payment do you allow?
> What percentage VAT do I pay on my items?
> Can I set up a Credit Account?
> How do I register?
> Can I pay through an invoice?
> What should I do if the item I want is unavailable to order?
> Can I get next day delivery on my items?
> Can you deliver to a different address to my billing address?
> What happens if I miss a delivery?
> How do I know if you have received my order?
> Is there any discount for ordering in bulk?
> What do I need to do if I have lost my password?
> Can I change the details of my account?
> What is the advantage of subscribing to your mailing list?

Is VAT included in your pricing?

As standard, all of the prices on our website are excluding VAT. However, if you would like to view our products with VAT added on, click the button at the top of the page that says “VAT included”. This should automatically update our prices.

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What is your delivery charge?

Orders that are over £150 + VAT and are being delivered to a Mainland UK address are carriage paid. The delivery charge for orders below £150 + VAT that are being delivered to a Mainland UK address is £7.25 + VAT.

For orders of any value being delivered to a non Mainland UK address, such as Isle of Wight, Isle of Man, Northern Island, Eire, Jersey or Guernsey, delivery rates will depend on the weight and size of the item. As a guide, items that weight less than 25kg and are not more than 1m x 0.5m x 0.5m the delivery charge would be £15 + VAT.

We are able to ship items to destinations that fall outside of this geographical area, such as Europe and the USA, if you would like a price then please provide details and we will be happy to provide a quote accordingly.

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How long will my order take to arrive?

Orders are usually shipped within one working day of our receiving payment or agreeing credit terms. Dispatch usually occurs a day later, on a standard delivery service. This results in the vast majority of products being received by our customers within 3 to 5 working days.

Orders received before 12 noon generally get processed the same day. All goods will be delivered within the statutory performance period of 30 days (From the date of payment). We will endeavour to contact you if there is going to be a delay with the delivery of your order.

It's worth nothing that with our fantastic offsite warehouse facilities our core range is nearly always available for next day delivery, so if you need something quick - give us a call, if we can make it happen then we will.

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Can I duplicate a previous order?

Yes, if you would like to repeat a previous order that you have made before, firstly ensure that we have stock of the items you require and an account with us,then log into your account, locate your order history, find the relevant order and click "Duplicate", this will add of the products into your basket ready to order.

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What methods of payment do you allow?

You have 3 ways to pay for your items.

1) You can pay directly using your debit or credit card

2) You can choose to pay through PayPal instead, if you prefer

3) For those of you that would rather speak to a person, you can call and a member of the team would be happy to take you through the process

4) Or maybe you need to present your accounts department with a Pro-Forma so they can pay by cheque, BACS or internet transfer

5) For those of you who will be trading with us on a more regular basis we offer 30 day credit terms

We like to think that our checkout process is pretty intuitive, and we have clearly signposted where you can choose your payment options. If you disagree - let us know.

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What percentage VAT do I pay on my items?

We don’t have any choice; we always charge the current legal rate of VAT on our items. There is a reduction on some sanitary products, but in the main it’s the standard UK rate.

If you are a registered charity, we must see a VAT exemption certificate before we can process an order without charging VAT. If you can’t provide a copy of a current VAT exemption certificate – we are bound by law to charge VAT. All is not lost though – you can claim it back from your end. 

Orders being shipped abroad are also VAT exempt; we just have to be able to prove to HMRC that the goods are being shipped overseas.

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Can I set up a Credit Account?

Yes, all you need to do is follow this link and follow the instructions on-screen. From there you simply need to give us 24 hours to approve an account. Typically you need to be a limited company that has been trading for more than 3 years, with a reasonable credit rating in order to benefit from an account. Our terms are strictly 30 days from date of invoice, unless otherwise agreed in writing. 

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How do I register?

Setting up an account with us is quick and easy, follow the link  to visit the registration page and in just a few short steps you will have one set up.

If it is a Business Credit Account that you are looking for, then follow this link

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Can I pay through an invoice?

Yes, all you need to do is follow this link and follow the instructions on-screen. From there you simply need to give us 24 hours to moderate your account before you can start paying through invoices.

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What should I do if the item I want is unavailable to order?

Occasionally, items can go out of stock amongst other reasons that could make it unavailable. We will always do our best to explain on-screen why this is and how you can obtain your item, but if you still need some more information, our customer care team are always on hand to help you out.

You can contact them on:

Customer service contact information:

Tel: 0800 612 9688
Fax: 0800 612 9695

Email: suppliesinfo@direct365.co.uk

Opening hours:

Mon-Fri: 9am – 5pm

Head office:

Direct365online Ltd.
Oasis Business Park,
Parkside Place,
Skelmersdale,
WN8 9RD

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Can I get next day delivery on my items?

With our fantastic offsite warehouse facilities our core range is nearly always available for next day delivery – if it is available the option to select next day delivery will be available during the checkout process. A member of the team will be more than happy to guide you through which products this applies to if you need any clarification. 

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Can you deliver to a different address to my billing address?

Yes, the option is available in the checkout process.

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What happens if I miss a delivery?

If you miss a delivery, it will be re-attempted the next day and a note will be left. This note contains the phone number you can call to agree a new delivery date. 

If you do not receive a note or have not agreed a new date, three delivery attempts will normally be made. 

If they are unable to contact you at all, the entire delivery will be returned to our warehouse. In this case you will need to re-order if you still want the goods.

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How do I know if you have received my order?

You will reach the confirmation page of the checkout process, this will give you a dedicated order number. You should also recieve an email containing this information.

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Is there any discount for ordering in bulk?

Maby  of our items do have bulk buy discounts available. Each item will have its promotional information displayed on the product page.

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What do I need to do if I have lost my password?

If you have lost or forgotten the password to your registered account, navigate to the Login screen  and then select the “Forgotten your password” option. A replacement will be emailed to your registered email address and you will be prompted with the option to create a new one.

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Can I change the details of my registered account?

Yes, if you login to your account, all of your details will be able to be edited, in order to do this, select the area that you would like to amend, find the “Edit details” button and enter the new details.

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What is the advantage of subscribing to your mailing list

If you subscribe to us, we will send you the occasional email that contains promotions, discounts, details of new product launches amongst other things. We will never share your details with any 3rd parties and we won't spam your inbox full of emails. You can subscribe by entering your email address in the box at the bottom of our homepage.

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Instant Account Approval

For Schools, Universities, Government Bodies & NHS Trusts.

Bulk Buy Discounts

We have bulk buy discounts available on most of our products

Can't find it?

Our support team can help, just get in contact and let us do the rest

Secure Payments.

Shop with confidence

We accept the following payment methods: Cirrus, Mastercard, Visa, Maestro, Paypal, Sage Pay. We are VeriSign secured