Frequently Asked Questions

View all of our frequently asked questions and get the answers you need quicker!

Questions

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Shopping

After placing your order you will receive an email confirmation. If you do not receive within 1 hour please email us via our contact us page contact or call our customer service team on 01924 481711.

The Poles Direct website uses data encryption (256 Bit) to send any personal information between you and our servers, When you start the registration process or enter any section of this website that requires your to enter anything personal you will notice the address bar displays 'https'(SSL) and a padlock will appear on the bottom bar of the browser.

We do not store your credit card details on our website. We will ask you to enter your credit card details once you have registered and we need to take payment for your order. We only use these details to authorise the payment with our payment providers. Once again these credit card details are encrypted using SSL so you can be confident that your information is secure at all times.

Unfortunately we do not currently offer a brochure or catalogue, but all our products and prices are available on our easy-to-use website.

We are solely an ecommerce-based business and do not have any traditional branches/shops.

Measuring & Fitting

Please see our Measurement Guide.

If your pole or rail is ready made, we can arrange for collection and then supply you with new items. A collection charge will usually be payable, or you can choose to return the items to us yourself, but we do ask that you use a courier or at the very least recorded delivery to ensure that the items make it to us safely. If your item is made-to-measure you will have to order new items as we cannot accept these as returns. Please see our Returns Policy.

Unfortunately we do not provide an installation service. If you do have any problems with the installation of your items, please see our Measurement and Fitting guides.

Delivery

If you have not received your order within the stated delivery period, please contact us.

UK Mainland delivery is £4.95 for orders under £99.00 and free for orders over £99.00. Overseas deliveries, including Isle of Wight, are calculated according to weight and destination. You can find more information on the delivery page.

Overseas carriage charges are calculated according to weight and destination. They are displayed at the payment stage or see our delivery information.

Yes we do deliver to the Channel Islands. VAT is not applicable for such orders. Delivery charges apply.

We will make every effort to despatch your order for delivery within the estimated time given on the products details page. We cannot give you a specific delivery day or time. Delivery usually takes 1-2 days from the date of despatch. If you have not received your item within 7 days of the estimated despatch date, please contact us so we can investigate further. Please see our contact page for further details.

Yes! We are happy to arrange for deliveries to be made to a work address or neighbour's address but please be aware that most items we despatch will require a signature upon delivery. Please ensure that you have indicated a different delivery address when you place your order.

Other

Firstly, make sure that you have removed the items from their packaging and measured them. The packaging for made-to-measure items are often labelled with the dimensions from which they were cut and not their finished size. If you have definitely received the wrong size items, call us or email us and we can arrange for them to be collected. Once we have examined the items, we will then despatch your new correct size items. Please see our Returns Policy.

On the rare occasions we are made aware that an item is out of stock we will email you to advise, along with an estimated delivery date for when stock is again available. You can then decide to wait, select an alternative product or take a refund.

Our dedicated customer service team will be happy to help you with any query that you may have. You can get in touch with us by email, phone, or send us a letter. Just visit our contact page for more information.

When taking delivery of your items please check the packages carefully before signing for them. If the contents cannot be checked please write 'Unchecked' on the courier's document. it is important that the items are checked carefully and that any damages are reported to us within 3 days of receipt, otherwise a claim cannot be made. Please see our returns policy.

Please note that all Losses, Shortages and Damages need to be reported to us within 3 working days. This is due to investigations into the orders with our production team and our couriers. Poles Direct require all parcels to be signed for unless prior arrangements have been made or stated elsewhere on this site.