Ordering & Payment

Overview

The ordering or "Checkout" process from Direct365 is designed to be as simple and as stress free as possible. We want for you to be able to quickly work your way through with no interruptions or errors to that we can get your items dispatched as quickly as we can.

You can either make an account with us, the advantage of this is that you will have easy access to your order history as well as other functionality that is designed to give you additional information on your history with Direct365 supplies. Once you have made your account, you can log in using the same information each time - this will save all of your details so that you don't need to re-add them each time. The other option is to work your way through the checkout process as a "Guest" this is quicker, but you won’t be able to re-access your order through your account, because you don't have one.

You will need to select an address for delivery, the address that your card is registered to as well as the details of your card and other bits of important information including postcode, telephone numbers and your name.

Once all this has been done, you will be given an order number and a confirmation email will be sent to you containing all the information you need to track the order, estimated delivery time and how to get in touch with us if something out of the ordinary happens.

Adding products to your basket

If you have found your products and you are happy with you choice, it's time to add them to your basket so you can proceed to the checkout where the items can be paid for.

Most products will have an easily visible button which says "Add to basket", all you need to do is click this and you will be informed instantly that it has been successful. It's important to note that at this stage, you haven't yet paid for your item, you have just added it into your shopping basket as you would in a supermarket to prepare you for the checkout. Occasionally the item may be temporarily out of stock - you can always get in touch with our customer care team for more information.

Payment options

You have 3 ways to pay for your items.

1. You can pay directly using your debit or credit card using the information detailed above.
2. You can choose to pay through PayPal instead, if you prefer
3. Or you can call our Customer Care team who will process the order for you over the phone

Our checkout process is extremely simple, we will clearly label where you can choose your payment options as you are progressing through.

How to know whether or not your order was successful

You will know that your order has been successful when you reach the "Order confirmation" page, this will contain a message telling you that it has been successful along with an order number. The order number is used as a unique reference - if you ever need to contact us about your order, this number will mean that we can locate and deal with any issues quickly.

You will also receive a confirmation email informing you of all the same information.

How to proceed if your order is late

We aim to make sure that every single one of our orders is delivered on time, however, in the rare situation of which your order is late, you can "Track your order" in the my account area of our website to find out exactly where it is, or get in touch with our customer service team who will rectify the issue as quickly as possible.

What do you do with my information?

You can rest assured that your information is being used safely and responsibly. For a full breakdown of how we manage customer information, take a look at our data protection policy. (Point 12 on our Full Terms & Conditions)

Product Descriptions

Photographs on our website are provided to assist you in identifying the products you require. We endeavour to ensure that the digital representations are as accurate as possible, but please be aware that some colour variation may exist between the colour displayed on your monitor and the actual colour of the item in question. As a result of resizing product photography the items may appear larger or smaller than the actual size. We would always encourage the use of the specific product dimensions or capacity to gauge the actual size of a product, if unsure, please contact our product sales team for clarity on 0808 250 2012 or email productsales@direct365.co.uk, we will be happy to provide any information that is not displayed on our website prior to purchase. 

Post purchase

Delivery

Mainland UK over £150
Delivery of orders valued over £150 excluding VAT is free of charge to most parts of the UK. There are some exceptions. Postcode areas AB, BT, FK, HS, IM, IV, KW, PA, PH, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, PO30 & BT are excluded from free delivery and will incur a carriage charge.

Oversized products which require a pallet delivery, or crane/hiab offload may also incur an additional charge.

Mainland UK under £150
Delivery of most orders under £150 excluding VAT and weighing less than 25kg will be charged at £7.25 plus VAT. Exceptions to this are the items to postcode areas AB, BT, FK, HS, IM, IV, KW, PA, PH, PO31, PO32, PO33, PO34, PO35, PO36, PO37, PO38, PO39, PO40, PO41, PO30 & BT. Larger consignments and items may carry and additional charge for delivery. Some hand dryer spare parts also carry additional delivery charges. We will always confirm the delivery charges before accepting your order.

Delivery of your order to your premises
Delivery will be made Monday to Friday between 08:30-18:00 and will be made to ground floor, kerbside only (unless previously agreed in writing). Standard delivery is not always timed delivery. You or an authorised person must be available to sign for your delivery.  Failed attempts at delivery may result in additional re-delivery charges. Leaving goods without a signature is entirely at your own risk. We expect you to inspect your package before signing and sign accordingly as ‘damaged package’ if it is not received in satisfactory condition. We also expect you to check your order on receipt and inform Direct365 immediately of any damages or missing items. Direct365 cannot be held responsible for any damages or breakages after the goods have been signed for unless they are signed for as ‘unexamined’.

Estimated Delivery Times

Most items are despatched by the next working day following acceptance of your order. Standard delivery is between 3-5 working days. Due to the items being despatched from multiple locations and some of our products having longer delivery times, your goods may arrive in different packages and with different carriers, at no additional cost to you. We will endeavour to provide you with delivery information on the website where we can. Stock levels may vary on a daily basis but we will always attempt to despatch your item as soon as possible and will inform you if there is a significant delay expected on your order.

Whilst we endeavour to deliver your goods to you as quickly as possible, at the very latest delivery will take place within 30 days from the date following the day we accept your order (unless stated on the website or informed to you by our customer representatives).

Urgent Orders

Please contact our product sales team 0808 250 2012 if your order is required urgently and we will do our best to meet your deadlines.

Returns

We want you to be entirely happy with your purchase from Direct365. If you decide that the products are unsuitable for any reason you may cancel your order, subject to our terms and conditions, prior to shipping or within 14 working days of delivery.  (Working days exclude weekends and public holidays). Notification of cancellation must be in writing, either by email to adminsupport@direct365.co.uk, or by letter which requires a signature on delivery, to Direct365, Oasis Business Park, Parkside Place, Skelmersdale WN8 9RD. Any other form of notification will not be valid.

Please Note:  Due to the nature of the products, defibrillators and made to order products are excluded from our returns policy.  However, this will not affect your legal rights in relation to products that are faulty or not as described.

PLEASE SEE OUR FULL TERMS & CONDITIONS FOR OUR RETURNS POLICY HERE

Damaged Goods

Customers are expected to examine the goods on receipt and report any damages or shortages straight away. For damaged/faulty goods please notify us, preferably by email adminsupport@direct365.co.uk or telephone 0808 252 2821, and we will forward a returns form for more information.  Please complete the returns form as soon as possible and return it to us.  We will begin to look into the problem straight away.

All products, with the exception of consumables, supplied by Direct365 carry a 12 months minimum guarantee, some have up to 10 Years Guarantee. Please see the description of the item for the exact length of guarantee offered for individual products.

We will always try to help with any issues you have with products that you have purchased from Direct365, even if they are outside of the guarantee, but we are often restricted by suppliers as to exactly what help we can offer. If you need any help with any of our products, please don’t hesitate to call us.

PLEASE SEE OUR FULL TERMS AND CONDITIONS HERE