Frequently Asked Questions



 
 
Why do I need an account?
Creating an account will enable us to provide you with a higher level of service, ensuring that you have access to the most up to date availability and prices and guaranteeing that your company and payment details are completely secure. Your personal details including delivery addresses will be saved in your account so you will not need to complete these every time you order.
 
 
 
How do I create an account?
Registering for an account is simple and quick, click here to complete our online form.
 
 
 
Can I amend or cancel my order?
Any order can be cancelled up until 8pm on the day of placement of order, unless it has already been processed. After this time, orders cannot be cancelled online. You can check the status of your orders by in the My Account section. For further assistance please call our Customer Services Helpdesk on 01270 847 800 or complete our enquiry form.
 
 
 
Can I change my delivery address?
You can maintain an Address Book in the My Account section of site. If you need to change the delivery address of an open order, please call our Customer Services Helpdesk on 01270 847 800 or complete our enquiry form.
 
 
 
How can I check my delivery date?
All order and delivery information can be found in the 'Previous Orders' section of My Account.
 
 
 
What do I do if I need my delivery before 9am the following day?
By using our Next Day Delivery service, Express items can be delivered the following day when ordered before 2pm (Mon – Fri). If you require your delivery before 9am or at a specific time the following day, you will need to place your order via our Sales Office, and your order will be subject to our standard conditions and charges.
 
 
 
I can't find what I'm looking for
To find a specific item, use our search box at the top right of any page. Input either all or part of the catalogue number if you know it, or alternatively a word that you think will be found in the product name or description. There is also an option to find products within our Express range by using the category option. If you require further assistance, please visit our contact us page.
 
 
 
Can I see my order history?
Yes, use the My Account section of the site to view all previous orders. You can also reorder previously ordered items to your basket in this section.
 
 
 
How do I change my password?
Go to My Account and click to edit your details. You will see a password change facility on the next page.
 
 
 
I know what I want to order, can I just add it to My Basket without searching for it?
Yes, use our Quick Order facility, which can be accessed by clicking here.
 
 
 
My order hasn't arrived?
Please accept our apologies and allow our Customer Services Helpdesk to rectify the problem, they can be contacted on 01270 847 800 or by completing our enquiry form.
 
 
 
When do you take payment?
We will take your card details at time of order and request authorisation for the total amount. We will not charge your debit or credit card until we dispatch your order. The goods will not be provided to you until payment has been received.
 
 
 
Why is the 3 digit security code from my card not required?
We do not require a CVV code because our website is not authorising the payment on your card. Instead, our payment gateway provider creates an encrypted version of your card that is then sent to our back office system and used to reference your card when we take payment. This ensures that your actual card details are never stored or processed on our web site and is a standard industry practice for increasing security of your card and details.
 
 
 
Why am I asked to save my card at checkout – will you store my card details?
No. By selecting ‘Save Card’, you are only submitting your card details for that particular transaction. We will not store your card details and you will be required to add your card details for each new order.
 
 
 
Why do I pay for delivery on some items but not on others?
We charge carriage for Express items only. We do not charge carriage for our standard delivery service on the non-Express product range when ordered through the website.
 
 
 
How long do refunds take?
If you cancel an order before it is processed, it may take 3-5 days for the funds to clear - this is standard banking policy. Refunds for returned goods will be processed when the goods are received and inspected by Unipart Rail, with the returned funds also subject to standard banking practice timescales of 3-5 days.
 
 
 
How can I view prices?
As soon as your account is created, you will be able to log into your account and check current availability and prices for all products traded through the website.
 
 
 
Will I always get the same product availability as I would if I enquired through the sales office?
Generally the availability quoted will be the same, however, where there are more than two scheduled deliveries, the website can only provide the first and last available dates. Should you require improved availability or detail please contact us on 01270 847 800 or complete our enquiry form.
 
 
 
Can I order detonators?
Yes, detonators can be ordered online using catalogue number 0007/061538. As a result of the HSE Carriage of Dangerous Goods regulations, these will not be available for next day delivery. If you have any queries, please call 01270 847 800 or complete our enquiry form.
 
 
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01270 847 800
(Mon - Fri, 9am - 5pm)
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