FAQs

On this page you will find answers to the most commonly asked questions. If you cannot find the question you need an answer to, please contact us.

• Orders

  • Why do you display products that are out of stock?

    We continue to show out of stock products online so that you have access to the product details or so that you can purchase the item once stock becomes available.

  • How do I use a promotional code?

    Once you are ready to checkout enter your code into the 'Voucher code' field before checking out. Your payment information will then automatically recalculate the cost of your order before payment is processed.

  • How do I know my order has been placed?

    Once you confirm your order, you will see an 'Order acknowledgment' page on screen which will confirm your order number. You will also receive an 'Invoice Confirmation' email containing all the information about your order.

  • Do prices include VAT?

    All prices illustrated on our website will be displayed with and without VAT. VAT is not included on our technical publications as these are classified as academic publications and therefore exempt from VAT. This does not include British Standard publications which are subject to VAT.

  • When will my payment be taken?

    We will process your payment once you have confirmed your order. If any items are out of stock and we know we will be unable to meet our delivery promise, we will call you to discuss your options.

  • What methods of payment do you accept?

    We accept the following credit/debit cards

    • Mastercard
    • Visa
    • Maestro/Solo
    • Delta

    Sorry, we do not accept American Express.

  • Can I order if I am not a registered contractor with NICEIC, ELECSA or ECA?

    Yes you can, the only products which will not be available to you are items which are restricted to registered contractors as they feature the certification logo, these include items such as certificates, labels and branded workwear.

• Deliveries

  • Can I change my delivery address?

    Depending on the status of your order, you may be able to change your delivery address, please contact us if you need to change this.

  • Do I have to be there to sign for a delivery?

    Yes, all deliveries require a signature to ensure your goods have been received correctly.

  • I have not received part of my delivery?

    Some orders may be sent in different parcels. Each parcel will contain a delivery note of what is included. Please check this against the items you have received. If anything is missing and the expected delivery date has passed, please contact us.

  • I have not received my delivery yet, what should I do?

    If you have not received your order within the delivery time you choose when you placed your order, please contact us.

  • Can I track my order?

    Sorry, we do not currently offer an online tracking facility. However, we are working with our partners to introduce this. If you want an update on your order please contact us.

  • What will I receive if I order a non-physical item?

    You will receive the following for these different purchases -

    Scheme Registration - You will receive a telephone call from a member of our trained sales team

    Online Training - Login details and instructions for purchased online training courses will be emailed to you within 48 hours of purchase.

    Training Course - You will receive an email confirmation within 2 working days of your order being placed.

    Ecerts - Your allocated Ecert numbers should be available to use within NICEIC Certification Software within 2 hours of purchase

    Event tickets - Event ticket confirmation will be emailed to you immediately after purchase. Please bring this with you to the event for registration purposes.

  • How much does delivery cost and how long does it take?

    We offer a free UK standard delivery service for all orders over £50. Standard delivery is usually delivered within 3-5 working days.

    Standard Delivery costs £5.50 + VAT and will be delivered within 3-5 working days

    All orders will be delivered between 8.30am and 6.00pm on weekdays. We are unable able to provide weekend delivery.

• Returns

  • Are there any products which cannot be returned?

    We cannot offer refunds on any products which have been personalised for you. These include:

    • -Branded workwear
    • -Personalised stationery
    • -ID cards

    Other products which are also non-refundable include:

    • -Certification software which has been opened
    • -Online training courses once login details have been supplied

  • What should I do if my item is faulty?

    If you purchased the item less than 30 days ago and it has developed a fault you can return it free of charge under our 30 day refund policy. Please make sure that you return all component parts and any promotional items received which are linked to the item being returned.

    If you purchased the item more than 30 days ago our aim is to get the problem put right as quickly as possible.

    Initially:

    Check if the manufacturer offers a helpline, repair or warranty service. Using this service may be the fastest way to get the problem put right.

    If there is no warranty or repair service offered by the manufacturer please contact us for further advice.

    If the item has already been installed, please contact us for further advice.

  • Can I return items?

    We want you to be happy with your purchase but if a product is not what you expected, or is faulty you can return it to us free of charge within 30 days of you receiving the goods and we will process a refund in line with our Refund Policy. You can return them free of charge by following the guidance below.

    It's important that any unwanted item(s), unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused.
    For a full refund you should also return any free or promotional items which were included with the original sale of a product

    Please contact us on 0333 015 6626 and we will talk you through the process.

• Refunds

  • I've forgotten my password, what do I do?

    On the log in page click on the 'forgot password' link. Verify your identity by submitting the answers to the security questions you provided when you registered. You will then be able to enter and confirm a new password.

  • How long will it take to process my refund?

    Once we have received the returned goods and verified they are in an acceptable condition, we'll refund the person who originally placed and paid for the order. The way you originally paid for the purchase will determine how you are refunded. It can take up to 14 days of you returning the item(s) to receive your refund but we will always try to complete it sooner than this.

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