Frequently Asked Questions - Products

Your web site describes products as Trade Quality, what does this mean?

We use the expression Trade Quality to describe items that are fit for repeated use and when cared for will have a much longer working life. ‘Trade Quality’ also means the products will deliver a long lasting and or a higher quality of finish. Trade1st only list items suitable for ‘Trade Use’ many of which cannot be located on the high street or within the DIY stores.

Are your products all suitable for use in the UK?

Trade1st only supply products designed to be used in the UK. All products supplied are new and are of 1st quality.

Do you have promotions?

Our promotions are displayed on the Trade1st.co.uk web site home page. We also send promotions via e-mail to registered Trade1st.co.uk members throughout the year.

How do I know if an item is in stock?

All products held in stock and available for next day delivery unless, otherwise stated. The site will only allow customers to order products held in stock at our Warehouse. Once the maximum of items has been reached, you will not be able to increase that quantity of that item. Trade1st.co.uk operates this system to ensure all orders for next day can be fulfilled.

Trade1st does not have the quantity of products I require in stock, what can I do?

We aim to have all items in stock in volume at all times. However there are occasions when demand exceeds supply. If you require additional quantities of items please contact us on 0844 8004167 and we will arrange for this stock to be available for your requirements.

I am struggling to locate a product on the website, what can I do?

Please email or call the trade1st.co.uk team and we shall endeavor to source the product or offer advice on comparable alternative products. We have invested time in carefully developing our own supplier base so as to ensure that we receive the most up to date products that we then make available to you.

Frequently Asked Questions - Pricing

My local trade store gives me a 50% trade discount, can you match that?

Many trade stores will grant trade customers discounts, these will vary depending on the items purchased. The discounts are taken from a much higher list price or starting price, still making their items more expensive that our quoted prices. Trade1st prices are already discounted making our prices lower without customer prejudice.

Can I see the prices including and excluding VAT prices?

All products have a detail page, this displays the individual item Including (Inc.) VAT price and the excluding (Ex.) VAT price of the item. Your basket and checkout pages also display the total costs of the order and itemises individual prices and totals. All orders are dispatched with a VAT Invoice.

Do I receive a VAT Invoice with my Order?

All orders are dispatched with a detailed VAT Invoice; this will be included within your order. This VAT Invoice is also a payment receipt for the products.

Frequently Asked Questions - Registration/Accounts

Do I have to register as a member to purchase items? What benefits are there for a registered member?

You can purchase items from Trade1st.co.uk without registering as a member. However, there are a number of benefits when purchasing as a member; 1. Save a further 1% on all purchases. 2. Choose to receive email updates, special offers and new product information. 3. Makes the checkout process quicker and easier. 4. View your purchase history, view and/or print all previous purchases. 5. Store the most recent delivery address.

Are my details secure?

Yes. If you are concerned about passing your payment details online, the Trade 1st site and both HSBC Secure Payments and PayPal payment systems are fully encrypted which ensures total security. This can be viewed by the sites URL address when placing an order. The address will change from http to https secure servers. Once you have entered your billing address and delivery details at the checkout, these are encrypted and fully secure. You will be offered either Sagepay for card payments OR PayPal. Both options use fully secure encrypted websites to enter your payment details. Authorisation of your transaction is decided in seconds while you are online. No one else can see your payment details, not even ourselves. We are simply instructed by Sagepay or PayPal that payment has been approved. You will finally be sent a confirmation e-mail. All orders are then dispatched with a paid Vat Invoice for your records.

How do I know if my order has been received?

You will be sent a confirmation e-mail. All orders are then dispatched with a paid VAT Invoice for your records. In conjunction with Interlink Express an email notification will be sent to your email address advising you when the parcel has been dispatched and delivery confirmation. This notification will include the consignment number of your order. There is a facility at this point for you to re-schedule your delivery date on-line to a more convenient time if preferred. When an additional delivery instruction has been left at the time of placing the order, please disregard the requirement to sign for the delivery if this no longer applies.

What are Trade1st Accepted Payments?

We accept all major Credit or Debit card payments. These include Visa, MasterCard, Maestro, Solo, Visa Electronand American Express; we also accept payments via PayPal. Your credit card details will be encrypted to help keep them secure. Please note that in the interest of security, Trade1st will never ask for your full username, password or credit card details via emails, pop-ups.

What should I do if my credit/debit card was refused while placing an order?

If your credit or debit card was refused while placing an order on Trade1st.co.uk, please re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.

Can I add to an existing order?

You can add items to your order until you confirm your payment details and complete the order. Once the order is confirmed, you can't add items to the same order. If you’d like to order additional items, please place a new order.

How can I view and update my account details?

Once you've registered with Trade1st.co.uk, you can log in to your account at any time to view and update the personal details you have saved.

I've forgotten my username and password, what do I do?

You are able to change any aspect of your security profile at any time by simply following the procedures on the registration page in ‘My account’. If you have forgotten your password please click on the Forgotten Password you will be e-mailed you password, this normally takes 2 – 5 minutes.

Can I save my Payment Card details credit/debit card on-line?

Sagepay will store your card details on their secure server, all payments are placed using Sagepay or PayPal payment servers, and this ensures total payment security. Trade1st receive notification that your payment has been completed a no other detail.

Can I open a Trade Credit Account?

Unfortunately, we do not operate trade credit accounts. This significantly reduces our administration burdens and therefore our management costs, thereby giving our customers some of the lowest industry prices for decorating supplies in the UK.

Will this site work on my browser?

You should be able to access this website using any browser but the user experience provided may be of a better standard if using one of the following browser versions: PC users: Internet Explorer version 5.5 or later, Firefox 1.5 or later MAC users: Firefox 1.5 or later, Safari 3 or later.

Frequently Asked Questions - Returns

Am I able to amend or cancel my order once it's submitted?

Once submit order is clicked, your order is sent immediately to our warehouse to process for delivery. You can cancel your order, provided the goods have not left our warehouse before 3pm on the day they are due to be dispatched.

How do I return an item incorrectly ordered or cancel my order?

Please contact our Customers Service team via email or telephone us to cancel the order on our system and payment server – please note that orders can be cancelled provided the goods have not left our warehouse before 3pm on the day they are due to be dispatched. After confirmation of the cancelled order it becomes the customers’ responsibility to arrange for the goods to be returned to us at your own expense in saleable condition – if we have authorised you to dispose of any items please ensure you follow the manufactures instructions especially when handling hazardous goods. Please ensure that items are properly packaged and insured against damage or loss before returning them to Trade 1st at the address detailed on the VAT Invoice accompanying your order. Trade 1st cannot accept responsibility for any item's that are lost, or damaged upon receipt at our Warehouse.

How do I return a faulty or damaged item?

You will need your order number found on your VAT Invoice and the details/descriptions of the item to be returned. Please phone Customer Services, the Trade1st team will then organise a collection of the item. Please ensure the item is returned in its original condition, including packaging. A replacement will be dispatched from our Warehouse or the Trade 1st team will process a refund once your returns have been received at our Warehouse.

All refunds will be made to the same method of payment as your purchase order. This policy does not affect your distance selling rights or your statutory rights.

Frequently Asked Questions - Delivery

Do I have to be there to sign for delivery?

Most deliveries require someone to be present to accept and sign for the delivery. This is simply to ensure the goods were delivered and received correctly. If you can’t be there to sign for delivery and your order qualifies, you may be able to provide special delivery instructions during the checkout process for our drivers to leave the item(s) with a neighbour or in some other safe place. Otherwise, remember that you can specify a different delivery address while ordering and have your order delivered to your workplace, or a friend's place, etc.

Can I have my order delivered to a different address?

There is an opportunity for you to enter a different delivery address from the billing address during checkout. Many customers already have deliveries sent to a partners work address or a relatives address, this ensures the delivery driver receives a signature and products are in safe hands.

Why is my order been delayed?

We dispatch thousands of parcels each week to tradesmen, maintenance professionals and corporate customers UK wide for next day delivery. In some cases a small number of parcels may be delayed. However, we pride ourselves that over 99% of all orders received will be delivered next day (to next day delivery areas).

Can I specify a delivery date when ordering?

Yes, generally all orders received by 3pm are delivered the next working day. You are able to request a different day if required by leaving further information in the ‘Delivery Comments’ at the checkout page. However, Saturday delivery or an off shore order is an additional cost please refer to our Delivery information page for exact prices.

Where do Trade1st.co.uk deliver?

We currently deliver to all addresses within UK only.