FAQ

Please Read Our FAQs Before Calling

Our FAQs answer around 95% of customer questions.

VAT Invoices

A VAT invoice is automatically generated for every order and emailed to you.
If you cannot find it, please check your junk/spam folder.
Still need a copy? Email sales@thisiswholesale.co.uk with your order number, date, and total amount.

Click & Collect

Yes, collection is available from our Cardiff depot.
Select Click & Collect at checkout and we’ll email you the collection address and reference within 1 hour (Mon–Fri, 9am–5pm).

Delivery Times

Delivery speed depends on the service selected at checkout.
Orders placed before 5pm (Mon–Fri) are dispatched the same working day.
Typical services include:

• Free Standard Delivery (1–2 working days) — Items under 1.2m.

• Next Working Day — From £9.50 (items under 1.2m).

• Long Length Delivery (over 1.2m) — 1–2 working days.

• Economy (2–4 or 4–7 working days) — Working days only.

Note: Custom-made or out-of-stock products have an additional lead time before dispatch.

Next Day Service

Available for items under 1.2m from £9.50 (postcode-dependent).
Larger/bulkier items, such as 6m lamp posts, require specialist couriers. We offer both economy and expedited options at subsidised rates.

Delivery Delays & Compensation

We work with trusted national couriers, but no service is 100% guaranteed.
To avoid disruption, we recommend:

1. Ordering 1–2 days before you need the goods.

2. Not booking jobs until goods have arrived.

3. Checking items immediately on delivery.

If a premium service (e.g., pre-12) is late, we can refund the difference in delivery cost by downgrading to the next available service.
Couriers do not cover labour, consequential, or time-related costs.

Delivery Times & Notifications

• Standard courier delivery is between 8am–6pm.

• No specific time slots are provided unless you pay for a time-specific service.

• Couriers do not call ahead — drivers have multiple deliveries each day.

• If you cannot be available all day, please select a timed or book-in delivery.

Delivery Location

All courier services are kerbside only.
Drivers will not move goods into properties, gardens, or other internal locations.

Accounts & Credit

We do not offer trade credit accounts.
All orders are prepaid via the website.
Bulk discounts are automatically applied at checkout on selected products.

Purchase Orders

We accept purchase orders for bank transfer payment only.
Select Proforma Invoice at checkout to generate one instantly.

Stock Availability

If you can add an item to your basket, it is in stock.
If not, a lead time will be displayed (working days only).

Quotes

Email your requirements to sales@thisishwholesale.co.uk

Customer Service Contact

Customer services are available via email only for faster responses and a clear record of queries.
Please email for order tracking, returns, or warranty issues.

Couriers & Tracking

• Standard items: DHL, DX, Parcelforce (tracking link emailed at dispatch).

• Oversized/palletised items: economy services are non-date-specific and non-trackable.

Postage Costs

Add items to your basket and enter your postcode to view delivery options and prices.

International Orders

We ship worldwide. Add items to your basket and select your country for delivery costs.

Returns

• Email for a returns authorisation number before sending items back.

• Do not return items to our registered office.

• Returns must be made within 28 days of order date.

• Customers are responsible for return postage.

Damaged Deliveries

• Sign for as “Damaged” if goods arrive damaged.

• Notify us within 24 hours by email with photos of:

  • The damaged product

  • The packaging

  • The delivery label

• Claims made after 24 hours cannot be accepted.

Warranty

We offer a standard return-to-base limited warranty.
This does not cover labour, travel, or associated costs.
For critical installations, we recommend purchasing spare units to avoid downtime.

Office Opening Hours

Monday–Friday: 9:00am–5:00pm