Frequently Asked Questions
Below are some of the more common frequently asked questions from our customers. If you cannot find the answer you are looking for and have any questions please do not hesitate to contact us.
If you have a question and would like us to call you please just click here.
Q. Is there a minimum order?
A. There is no minimum order.
Q. What are your delivery options?
A. We deliver throughout mainland UK, Isle of Wight, Scottish Islands, Scilly Islands & Northern Ireland.
Detailed information on delivery can be found here.
Q. What are your payment options?
A. We take payment using the following options;
Q. Are your card processing methods secure?
- Credit/debit card including Mastercard, Visa, Visa debit, Delta, Switch, & Solo
- Cheque (cleared funds before despatch of order)
- Credit account (subject to successful application)
A. Card transactions are processed by SagePay and / or Paypal secure servers. We do not capture card details on our own site. If you give us your card details directly they are destroyed once payment has been made. We do not retain your card details in any format.Q. How do I open a credit account?
A. We welcome customers who wish to open a credit account with us. You can either download a credit account form from our home page or telephone, fax or email us with your company / personal details. New accounts can take up to 24 hours to process and are subject to certain criteria including successful credit checks for which we use a third party credit reference agency. Telephone us on 0845 0706186 or 01476 515944 or email firstname.lastname@example.orgQ. How do I know if my order has been received?
A. You should receive an automatic email confirmation from us once your payment has been processed and a confirmation from either Sagepay or Paypal to confirm a successful transaction. VAT Invoices are emailed automatically, usually within 1 woking day of your order having dispatched. Receipt of your VAT invoice is a definate indication that your goods have shipped.
If you do not receive any type of confirmation via email and are concerned whether or not we have received your order please telephone us on 0845 0706186 or 01476 515944 or email us at email@example.com
and we will check we have received your order. If you have not received the appropriate confirmations or invoices it is most commonly due to a typo in your email address during the order process.Q. What if my delivery doesnt arrive when expected?
A. The cut off time for orders to be processed for next day delivery is 2pm Monday to Friday.
Orders received by us after 2pm will be processed on the next working day. Where orders are received at a weekend, they will be processed on the next working day ie Monday with the exception of a bank holiday (UK).
Your goods are shipped by next day courier service. In the unlikely event that a problem occurs with your delivery, or you do not receive your goods when expected, please contact our customer services department between 8.30am and 6pm Monday to Friday Tel: 0845 0706186 or email: firstname.lastname@example.org
and we will track your order immediately. If your order does not arrive complete in one delivery, please let us know as soon as possible.
A. 3WM Ltd does not disclose buyers information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.
a. Take and fulfill customer orders
b. Administer and enhance the site and service
c. Only disclose information to third-parties for goods delivery purposes
3WM Ltd do not send random marketing emails to personal email addresses (spam).
3WM Ltd conforms with the requirements of the Data Protection Act 1998 and is registered with the Information Commissioners Office No Z9751644.Q. What if any items I have ordered are out of stock?
A. We stock all of the items available in our online shop in large volumes and we update the stock levels on our site at regular intervals daily, so it is unlikely that we will not have what you have ordered. However occasionly we may have an unusually high demand in a short space of time for a particlular product which causes a temporary out of stock situation on specific items.
If this should ever happen, we will place it on back order for you and you will always be contacted with the option to cancel your order if you would rather not wait. We reserve the right to substitute out of stock items with those of a suitable equivalent of equal or higher value.Q. How do I receive an invoice?
A. Your invoice is emailed to you once your goods have shipped. In the unlikely event that you do not receive an invoice or you require a copy invoice please just contact us
quoting your order reference number and we will immediately issue another. Paper copy invoices are also available on request.Q. What if I want to return items?
A. Our returns policy can be read here
.Q. Can I get better prices for larger quantities / regular orders?
A. If you are looking to order very large quantities or place orders on a regular basis of a particular item we may be able to offer further discounts. Please contact us
to discuss your requirements in further detail.Q. What if I cant find what I am looking for?
A. We endeavour to offer a wide spectrum of products and are adding to this on a daily basis. If however you do not find what you are looking for or have a specialist requirement that demands a bespoke solution please contact our experienced sales team who will be able to advise and recommend a suitable product.Q. What happens if the delivery comes while I am out?
A. Your goods are shipped with Royal Mail or a third party courier usually City Link or FedEx. Unless you have specifically instructed us to leave your goods if you are out, no delivery will be made as a signature is required. Instead the carrier will put a card through the door to advise that a delivery has been attempted. It is your responsibility to then contact the courier to arrange a mutally convenient time for re delivery. If the courier is not contacted within 7 days they will return the goods to us. Should you then still require the goods we reserve the right to charge you a further delivery charge to compensate us for the extra costs we will have incurred. This will be the same as the original charge.Q. How long will it take you to reply to my email?
A. We receive many email enquiries everyday but we do aim to deal with each one as they arrive. Sometimes if we are really busy it takes a little longer but you should always expect to receive a response within working day. If you want an immediate response, please do not hesitate to pick up the phone. We have several lines in with real people at the end of them and you won't find yourself stuck in a queue!