Frequently Asked Questions
Managing your account
I've forgotten my password, what do I do?
On the log in page click ‘forgotten password’. Enter your email address and we will send you a temporary password. Once this has been entered, you'll be prompted to enter your own password.
Can I obtain a copy of my invoice/receipt?
When you have logged on to your account you can click on the invoice history link in on the left of home screen. A list of your invoices will be displayed.
How do I change my contact details?
Once logged in, please click on ‘My Account’ from any page on the site where you can change your contact details on the ‘My Details’ tab.
How do I change my email address?
If you wish to change your email address, this can be done in the ‘My Account’ area of the site under the ‘My Details’ tab.
How do I amend an order once I’ve submitted it?
Once you have clicked on ‘submit order’, your order is sent to your nominated branch for processing. As such, you cannot then amend or cancel the order online. Please contact our web services team on 1300 224 952 or via email at firstname.lastname@example.org.
I already have a Trade Account – can I use this account online?
Yes. Your trade terms are already set up online. When you register online for the first time, simply enter your existing account number and postcode. You can register here.
I want to place an order directly with a branch – is it possible to phone it through?
Yes, simply call any of our branches. Use our branch locator to find your local branch here.
How will I be updated on the progress of my order?
You will receive an emailed acknowledgement of your order when it is placed. Please note that your order may arrive as one or more consignments.
Why haven’t I received email confirmation of my order?
All orders are followed by an email confirmation almost immediately. If you do not receive confirmation within 2 hours of placing your order, please contact us on 1300 224 952 or email email@example.com.
Collections / Deliveries
How does Click & Collect work?
Items which are stocked in our branches can be ordered for branch collection within one business hour.
How do I return an item?
Hopefully you won't need to return an item, however, if you do, it is our aim to make the process as simple as possible. When a product is not what you expected or faulty, please check our Terms Of Sale.