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

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.

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 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.

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 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 Häfele 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 9.00am-5.30pm. Häfele U.K. Ltd Swift Valley Industrial Estate,  Rugby, Warwickshire, CV21 1RD

Is there any extra cost for delivering worktops to a home address?

There might be an additional carriage charge depending on address this will be automatically added to your order value.

Website Related Queries

I’ve forgotten my password.

You can request your password through our  Forgotten Your Password  form.

What happens if I can’t login?

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.

Where can I find my wish lists? (previously called saved orders)

Your wish lists are within the 'My Account' section and are only visible if you are logged in.

Where are all of my saved addresses?

Your address book can be managed through the My Account section of the site, which is only visible if you are logged in.

Where can I report any issues I am having with the website?

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

Can / how do I order spare parts / replacements?

Contact our after sales team for more information 0800 171 2909.

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 or contact our service centre on 0800 171 2909.

Account & Order Queries

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.

Where can I buy from if I’m not a member of the trade?

You can purchase many of our products from our  Studio Partners. Also many of our Trade Partners have Trade Counters that are open to the public. Locate your nearest  Trade Partner for more details.

Am I able to amend my order once its been submitted?

No, we are unable to accept amendments or cancellations once your order is processed for delivery.

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 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’.

Returns Related Queries

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.