FAQs
- I’ve forgotten my password.
- Do I have to have an account to order from you?
- How do I know if a product is in stock?
- How is your pricing structured?
- Am I able to amend my order once its been submitted?
- What payment methods do you accept?
- Do you charge for delivery?
- Can I schedule my delivery?
- Can I have my order delivered to a different address?
- What time will my delivery arrive?
- What if no-one is available to sign for my delivery?
- What if I order on a weekend or bank holiday?
- Can I collect my goods?
- How do I return an item?
I've forgotten my password.
You can request your password through our Forgotten Your Password form.
Do I have to have an account to order from you?
Yes, trade can register using our instant online account opening service or call our service centre on 0800 171 2909. Benefits include 24/7 ordering, order history, track and trace all orders, view pricing and stock availability and quick order entry.
If you do not wish to open an account you can order through one of our resellers quoting the part reference(s) required.
How do I know if a product is in stock?
Once logged in to your account, stock levels are available to view on the product page prior to purchase, or at stage 1 of the basket (review you order). Should you order an item that is out of stock a lead-time will be displayed on screen if known, or you will be contacted post order by our service centre. If you require the lead-time prior to order and it is not displayed, please email info@hafele.co.uk or contact our service centre on 0800 171 2909.
How is your pricing structured?
All prices exclude VAT and are structured so the more you order, the less you pay per unit. Pricing is displayed either per unit or per 100 units - you can change to display pricing as per your preference in ‘Your Account’
Am I able to amend my order once it's been submitted?
No, we are unable to accept amendments or cancellations once your order is processed for delivery.
What payment methods do you accept?
Proforma account holders pay for the goods at point of order for the goods to be processed. Credit account holders receive regular invoices with payment required the month following the invoice date.
We accept VISA, VISA debit, Mastercard, Solo and Maestro card payments, in addition to cheque or BACS payments. For each BACS payment please ensure a remittance advise is faxed to our Accounts Department on 01788 548699.
Do you charge for delivery?
Please visit our Delivery Information page for details relating to delivery charges
Can I schedule my delivery?
Yes, enter the delivery date you would like at stage 2 of the checkout process in the “schedule delivery for” box. Note that if you schedule your delivery for the 1st or 2nd of the month you may be invoiced in the previous month.
Can I have my order delivered to a different address?
Yes, at stage 2 of the checkout process enter an alternative delivery address with a full UK postcode. We can only deliver to UK addresses.
What time will my delivery arrive?
Our couriers deliver between 8am - 5pm Monday – Friday excluding bank holidays. If you wish for a Saturday delivery please select the Saturday shipping method at stage 2 of the checkout process.
What if no-one is available to sign for my delivery?
All goods must be signed for. We ask you check all goods prior to signing for delivery and mark the delivery note appropriately. If goods are received damaged “Unchecked” is not acceptable if a claim is necessary.
What if I order on a weekend or Bank Holiday?
All orders received outside of working hours will be despatched by Hafele the next working day subject to status.
Can I collect my goods?
Collection of ordered goods is available from our Distribution Centre in Rugby between the hours of 8.30am-5.00pm.
Hafele U.K. LtdSwift Valley Industrial Estate
Rugby
Warwickshire
CV21 1RD
How do I return an item?
All returns need a Returns Authorisation Number clearly marked on the outside of the package to be accepted. Please visit our Returns page for guidance on how to return the goods to us.