Here are some of our most frequently asked questions. If you require any additional information please do not hesitate to contact us and we would be happy to help.
How long will my order take to arrive?
We like to get our products to you quickly and items which are in stock will normally be despatched within 2 working days. For urgent orders we can also offer you a Next Working Day Pre 10am, and a Next Working Day Pre 12pm at an additional cost. As soon as we accept and process your order we will send you an acknowledgement which will show the date on which your order will be despatched.
What is your Returns Policy?
We have a No Quibble Returns Policy, which means if you are not satisfied with your goods, ordered the wrong size, or simply don’t think they will meet your requirements, simply return them to us within 3 days of purchase and we will either exchange or refund you with no questions asked (please note that items damaged through use cannot be refunded). We do recommend that you use a recorded delivery method to return your items.
We may charge a restocking fee of 15% depending on the reason for the return.
How do I choose the right product?
We have lots of information on our website including detailed dimensions and downloadable CAD files and a live chat function. If you are unsure and would like to speak to us please call our Sales Team between Monday-Friday, 9am-4.30pm on 0117 9160090 or e mail us on sales@rencol.com and we will be able to help you further.
Do I need to open an account to place an order?
No. All we need from you when placing an order are your basic contact details and delivery address. You can, of course, choose to open an account if you like, ask our sales team for more information. If you do not have a credit account with us we will require payment in advance of despatching your goods either by credit or debit card or by bank transfer.
How do I open a credit account?
We will ask you to complete a simple account form and we may use a credit checking agency or take trade references. When our checks have been completed satisfactorily we will set up a credit account for you. Our normal payment terms are 30 days from date of invoice.
Is there a minimum order value?
There is no minimum order value but there is a handling fee of £10 for any order below £50 (excluding VAT).
What courier do you use?
We use FedEx for all our UK standard and next working day deliveries. We do request a signature upon receipt of your goods and provide tracking information by email when your goods are despatched.
Larger deliveries will be made using a pallet delivery courier. We have good relationships with all the couriers in order to give you the most competitive delivery rates.
For larger orders we are happy for you to arrange collection of your goods by your preferred carrier using your account. Please speak to our Sales team to arrange this.
What happens if some of my items are out of stock?
We have a warehouse full of 1000’s of items of stock, however, if for some unforeseen circumstance, we do not have the stock to meet your order, you will be contacted directly, and offered an alternative if available or given an estimated lead time. We can part ship for you; however we prefer to wait until all items are in stock before we dispatch your goods.