• Order by 15:00 for next working day delivery
  • Call us on 01773 607505

Frequently Asked Questions

Our FAQ section aims to answer the majority of questions that customers have. If you are unable to find the answer you are looking for then please contact us.

Are you looking for information relating to Delivery, Returns or Customer Support?
We have dedicated pages for delivery, returns and customer support.
Click here for delivery information.
Click here for returns information.
Click here for customer support.
Payment & Payment Securtity Orders & Invoicing Business Customers
Website Questions
Product Specific Questions
Coming soon! Question not answered? Please get in touch.

 

 


 

What payment methods do you accept?

We accept most major credit cards as well as payment by bank transfer and cheque. Click here to see our payment methods section for full details.

 


 

Can I pay by cheque?

Yes you can, please click here for information regarding payment by cheque.

 


 

Can I pay by bank transfer?

Yes you can, please click here for information regarding payment by bank transfer.

 


 

Do you accept PayPal or Google Checkout payments?

Please see our Payment Methods section for up to date details of all payment methods that we accept.

 


 

Do you operate a cash on delivery service?

No we do not. Please see our Payment Methods section for full details of all payment methods accepted.

 


 

Can I place my order over the phone?

Yes, absolutely. Our phone number can be found on our contact information page.

 


 

What is 3D Secure (also known as Verified by Visa / MasterCard SecureCode)?

3D Secure, better known as Verified by Visa, MasterCard SecureCode or Lloyds TSB ClickSafe, is an online security feature that is a bit like ‘Chip and Pin’ for the web and is designed specifically to protect you, the customer. Click here to read more about 3D Secure.

 


 

Is it safe to pay for goods online?

We use an industry standard secure payment processing system which helps to protect against credit card fraud. We're also fully PCI DSS compliant which means that we meet the appropriate level of security required of us by banks, credit and debit card issuers which in turn helps to minimise the risk of credit card fraud. You can read our secure shopping page for more details about payment security both online, over the phone and via our trade counter. In addition to this, for online payments we also make use of 3D Secure technology (also known as Verified by Visa and MasterCard SecureCode) which is a bit like ‘Chip and Pin’ for the web and is designed specifically to protect you, the customer. Click here for full details about 3D Secure.

 


 

My currency isn't listed, what currencies do you accept?

The TraderSupplies.co.uk website currently only accepts orders from selected countries and currencies. See all countries that we currently deliver to.
We do, however, ship worldwide but for currencies and countries not listed you will need to contact us for a bespoke delivery solution.

 


 

Do I need to register to place an order?

No. You are welcome to checkout as a guest without having to register (you will still need to enter your delivery information though). You will see the "Checkout as Guest" option during the checkout process. However, please note that if you register as a TraderSupplies.co.uk customer then you will enjoy added account benefits such as access to your entire order history and the ability to print off invoices whenever you require.

 


 

I've not received an order confirmation by email, help?

We always send an order confirmation via email upon receipt of your order. However, there are a few reasons why you may not have received this confirmation email:

  1. Your email address was entered incorrectly during registration / guest checkout.
  2. Your order was not received (this typically happens if you haven't completed part of the payment process, most commonly the 3D Secure password section, also known as Verified by Visa or MasterCard SecureCode. You can learn more about 3D secure here.
  3. The order confirmation email has been caught in your spam filter. Very occasionally customers find that our order confirmation emails are marked as spam by their email application. Please check your spam folder to ensure that your order confirmation email hasn't been marked as spam by accident.

If you are uncertain whether or not we have received your order, please contact us to confirm. We can send another order confirmation by email if required.

 


 

Will you send me an invoice?

Yes. We actually send you a printable PDF invoice via email the moment that your order is received. We also include a paper invoice inside all packages. All invoices that we issue are valid VAT invoices.

 


 

I've received my order but can't find my invoice, where is it?

We send a printable PDF invoice via email the moment that your order is received. Failing that, a copy of this invoice should also be included inside your package, or attached to the exterior of the package in a documents enclosed wallet. If you can't find your invoice, you have a few options:

  1. If you are a registered TraderSupplies.co.uk (i.e., you created an account with TraderSupplies.co.uk as opposed to using the "Checkout as Guest" option) then you can log into your account and access your order history via your Account Dashboard and download your invoices in PDF format. Further instructions can be found here.
  2. Contact us and we can send you another invoice, either by email or through the post.

 


 

Can I access my order history online and print off invoices?

If you registered with TraderSupplies.co.uk (i.e., you created an account with TraderSupplies.co.uk as opposed to using the "Checkout as Guest" option) then you will be able to log into your account and access your order history via your Account Dashboard and download your invoices in PDF format. Follow the simple instructions below to do this:

  1. If you're not already logged into your account simply click the 'Sign In' link which is located in the top left hand corner of every page.
  2. Once you're logged in, click your name (again, in the top left hand corner of the page) and you will be directed to your Account Dashboard.
  3. Under the "My Account" menu on the right hand side of the page click the "My Orders" link.
  4. You'll now see your entire order history with TraderSupplies.co.uk. Select the order that you're looking for by clicking the "View Order" link on the right hand side.
  5. On the next page, select "Invoices" from the "About This Order" menu.
  6. On the next page, scroll about halfway down the page to the "Print Invoice" link and click it. This will download a PDF invoice to your desktop that you can open up and print off.

If you use the "Checkout as Guest" option when making a purchase, then you will need to contact us for details of your order history and copy invoices.

 


 

I can't open the PDF invoice that you sent me, help?

You need a PDF reader such as Adobe Reader (or alternatively Preview for Mac computers) to open our PDF invoice files. Adobe Reader is a free application available for PC and Mac that is installed on most computers. However, if you don't have it installed then you can download it free of charge from Adobe's website. Click here to download Adobe Reader now. Preview is installed on all Mac computers as standard.

 


 

Do you offer trade accounts?

We do not offer trade accounts at this time.

 


 

Can I pay by purchase order?

If you are a buying on behalf of a council, school or other publicly funded organisation then we will dispatch goods upon receipt of an official purchase order. Please contact us for an official quotation for the products that you require.

 


 

Is your company registered for VAT? Can you send me a VAT invoice?

Yes we are are registered for VAT. We send VAT invoices with all orders. We actually send you a printable PDF VAT invoice via email the moment that your order is received. We also include a paper VAT invoice inside all packages.

 


 

How do I add an EU VAT number to my account?

You can do this during the customer registration process when you first register with TraderSupplies.co.uk. However, if you've already registered and haven't already entered a VAT number then please follow the simple instructions below:

  1. If you're not already logged into your account simply click the 'Sign In' link which is located in the top left hand corner of every page.
  2. Once you're logged in, click your name (again, in the top left hand corner of the page) and you will be directed to your Account Dashboard.
  3. Under the "My Account" menu on the right hand side of the page click the "Account Information" link.
  4. On the next page, you will see a "Tax/VAT number" box where you can enter your VAT number. Click "Save" to make sure the changes are made.

You can read more about VAT and how it applies to you on VAT section.

 


 

I can't log into my account (incorrect email or password), help?

If you are unable to log into your account please try resetting your password. Click here for instructions on changing your account password.
Please note that if you registered with TraderSupplies.co.uk prior to our relaunch on October 1st, 2012 then you will need to change your password. Follow the link above for information on how to do this. You can read more about why you need to change your password here.

 


 

How do I register with TraderSupplies.co.uk?

You can register with TraderSupplies.co.uk by clicking the "Register Now" link in the top left hand corner of every page.

 


 

How do I log into my account?

To log into your account follow the simple instructions below:

  1. Click the 'Sign In' link which is located in the top left hand corner of every page.
  2. In the "Registered Customers" box on the right hand side of the page, enter your email address and password and click "Login". Click here for help if you've forgotten your password.
  3. Assuming your email address and password are correct then you will be logged in. You can access your Account Dashboard at any time by clicking your name in the top left hand corner of any page. Click here for more information about your Account Dashboard.

 


 

How do I log out of my account?

To log out of your account simply click the "Log out" link in the top left hand corner of every page:

 


 

How do I add or update my billing / delivery address details?

To add or update your address details please follow the simple instructions below:

  1. If you're not already logged into your account simply click the 'Sign In' link which is located in the top left hand corner of every page.
  2. Once you're logged in, click your name (again, in the top left hand corner of the page) and you will be directed to your Account Dashboard.
  3. Under the "My Account" menu on the right hand side of the page click the "Address Book" link.
  4. On the next page, you will see options to change your billing address or add a new address.

 


 

How do I change my account password?

To change your account password please follow the simple instructions below:

  1. If you're not already logged into your account simply click the 'Sign In' link which is located in the top left hand corner of every page.
  2. Once you're logged in, click your name (again, in the top left hand corner of the page) and you will be directed to your Account Dashboard.
  3. Under the "My Account" menu on the right hand side of the page click the "Account Information" link.
  4. Once the next page loads, click the "Change Password" checkbox towards the bottom of the page. You will first need to enter your current password and then your new password. Click "Save" to make sure the changes are made.

 


 

How do I change my account email address?

To change your account email address please follow the simple instructions below:

  1. If you're not already logged into your account simply click the 'Sign In' link which is located in the top left hand corner of every page.
  2. Once you're logged in, click your name (again, in the top left hand corner of the page) and you will be directed to your Account Dashboard.
  3. Under the "My Account" menu on the right hand side of the page click the "Account Information" link.
  4. Once the next page loads, enter your new email address into the "Email Address" box. Click "Save" to make sure the changes are made.

 


 

I forgot my password, help?

If you forget your password please follow the simple instructions below:

  1. Click the 'Sign In' link which is located in the top left hand corner of every page.
  2. On the next page, right next to the "Login" button, click the "Forgot your password" link.
  3. Enter your registered email address and click submit.
  4. A new automatically generated password will be sent via email. We recommend that you change this password as soon as possible, click here for instructions for changing your account password.

 


 

What is my Account Dashboard?

Your Account Dashboard is the place where you can manage your TraderSupplies.co.uk account. Some of the things you can do from your Account Dashboard include:

  1. Check the status of your orders via the "My Orders" section.
  2. Update your name, email address, password or EU VAT number via the "Account Information" section.
  3. Update your delivery and billing addresses via the "Address Book" section.
  4. View and manage your product reviews via the "Product Reviews" section.
  5. View and manage your wishlist via the "Wishlist" section.
  6. Change your newsletter subscription preferences via the "Newsletter Subscriptions" section.

 


 

How do I add/remove myself from your mailing list?

To add yourself to our mailing list:

  • Either enter your email address into the "Sign up for exclusive offers!" box in the bottom right hand corner of every page.
  • Or alternatively, click the "Sign Up for Newsletter" checkbox during the customer registration process on our website.

To remove yourself from our mailing list:

  • Either click the unsubscribe link at the bottom of any email marketing communication that we send to you.
  • Or alternatively, you can log into your Account Dashboard and click the "Newsletter Subscription" link under the "My Account" menu. Untick the checkbox on the next page and click "Save" to make sure the changes are made.