Frequently Asked Questions
Please take a moment to look through our frequently asked questions. If your query is not answered here then please feel free to contact us. You can view the answers by clicking the relevant question to your query.
If your query is product specific and of a more technical nature please check our Technical FAQs.
Delivery Related Queries
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.
Please visit our Delivery Information page for details relating to delivery charges
Yes, enter the despatch date you would like at the basket page of the checkout process in the “Request Despatch Date” box. Note that if you schedule the shipping for the 1st or 2nd of the month you may be invoiced in the previous month.
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.
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.
All orders received outside of working hours will be despatched by Häfele the next working day subject to status.
Collection of ordered goods is available from our Distribution Centre in Rugby between the hours of 9.00am-5.30pm. Häfele U.K. Ltd Swift Valley Industrial Estate, Rugby, Warwickshire, CV21 1RD
There might be an additional carriage charge depending on address this will be automatically added to your order value.
Website Related Queries
If you are finding that your login details aren’t being accepted, please try logging in as a co-user by ticking the ‘Sign in as co-user’ box at the top of the Sign in/Register screen.
This will ask for your account number, user name and password.
If you are still having issues, please try resetting your password. If this does not work please contact us directly using the Live Chat link at the top-right of the page.
Your wish lists are within the 'My Account' section and are only visible if you are logged in.
Your address book can be managed through the My Account section of the site, which is only visible if you are logged in.
Please use the Live Chat link in the top-right of the page where your query will be dealt with quickly and efficiently. If it is not an urgent enquiry please click here to complete our website comment form.
Product Related Queries
Contact our after sales team for more information 0800 171 2909.
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 email@example.com or contact our service centre on 0800 171 2909.
Account & Order Queries
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.
No, we are unable to accept amendments or cancellations once your order is processed for delivery.
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.
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’.