FAQs

Below we have compiled a list of some of the most frequently asked questions that will hopefully be useful to you. If you cannot find the answer to your question please do not hesitate to contact us via e-mail: sales@displaysense.co.uk or call us on 0845 200 8139 and we will be happy to help.

Your input is greatly appreciated, so if you would like to suggest a frequently ask question, please complete the Your Thoughts form. Thank you.

Answers

General

Do you have a catalogue?
Yes, we do. Whilst our website is the most up to date way of viewing and buying our products, a PDF catalogue is available from our download a catalogue section. Please be aware that not all the latest products and special offers will be available from this catalogue.
Do you have shops?
As we specialise in internet and mail order sales, we do not have a shop. There are however certain retailers that resell our products in shops at higher prices but as we focus on selling direct to the customer at lower prices we do not encourage this way of buying.
Are your products pre-assembled or flat-packed?
Some products are fully assembled and some need assembly. We try to make clear how the product arrives using the product symbols in the key benefits section of each product.
Do you offer telephone help/advice/support?
Absolutely yes! We have trained staff who know our products in great detail. They are also on phones here in the UK, so no e-mail only support or speaking to foreign call centres!
Do you hire displays?
No we don’t. With so many products it would be difficult to give you a reliable and competitively priced service, so we don’t do it. Some companies buy displays from us and hire them out, but it is often the case that one hire charge exceeds the value of buying from us.
Am I able to get my retail/exhibition designer to specify your products?
Yes, no problem. We will happily work with and regularly do work with designers, architects and approved contractors on behalf of their clients. Please make contact with a member of our sales team who will happily handle and queries your designer or architect has from start to finish.
Do you print on displays?
There are certain products that we are able to screen print onto. The minimum production run is 100 units and prices vary depending on size, number of print colours and quantity of print run. Please contact us with your enquiry.
Do you offer other print services such as printing brochures and banners?
No we don’t, but we do recommend a print partner for all such requirements who can be contacted on 0871 210 6768. Mention Displaysense when calling and you will receive 20% off your order!
Do you install?
We do not offer this service as the vast majority of our products require little or no installation.
Do you use environmentally friendly materials?
At present certain products do use environmentally friendly materials and these are clearly shown by the symbols in the key benefits section of each product. We also have an ambitious environmental policy where we are continually looking to minimise the environmental impact of manufacturing products that we sell.

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Guarantees

Do you offer a Money Back Guarantee?
Yes, we offer a 14 day ‘no quibble’ Money Back Guarantee on ALL of our products.
Why do you offer a Money Back Guarantee when others don’t?
Well, we don’t expect you to have confidence in buying our products if we are not confident in them ourselves. We want to you to be happy with your purchase and use us again in the future.
Do your products come with individual guarantees?
Many of them do. Some come with warranties against material and/or manufacturing defects. This is clearly shown by the symbols in the key benefits section of each product.

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Security

Is it safe to order on your website?
Yes, all credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. Please see our security section for more information.
Will you sell my details on to selected or unselected third parties?
No, never!
What happens if someone gets hold of my on-line account password?
They would not be able to see or use your credit/debit card information as it is not stored.

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Placing Orders

How do I place an order?
On-line: by adding items to your shopping basket and then following the checkout procedure.
Phone: Call up and place your order over the phone with a credit/debit card. Please have the product codes you wish to order to hand along with invoice/delivery addresses (incl. Post Codes) and card details.
Order form: Download an order form from our website and drop it in the post with a cheque or credit card details.
Fax or E-mail: You can fax or e-mail your order to us and we will contact you for your credit/debit card details.
What happens if I order on-line and do not receive a confirmation?
All on-line orders are automatically confirmed. If you do not receive a confirmation, please contact us as the order may not have been received.
If it’s my first order can I request a different delivery address to where my card is registered to?
Yes, but we do however do further security checks to prevent fraudulent transactions.
When am I able to place orders via phone?
Our sales team is available Monday to Thursday 9.00 to 17.30 and 9.00 to 17.00 on Fridays on 0845 200 8139.
Do you have a minimum order value?
Yes we do, but it is only £25+VAT. Orders below this amount will incur a £7.00+VAT small order charge.
How do I place an order going to several different delivery addresses?
You can place several orders on-line using the same account, but specify a different delivery address for each one. Alternatively contact us with all the details and we help you!
I’m ordering from a Government body such as council, NHS hospital or University - how can I place an order with you?
We are approved suppliers to many Government bodies, for more information on this and how to order please click here.
I’m Off-shore UK mainland, can I still order from you?
Yes, you can. Off-shore orders sometimes attract higher rates of carriage, please contact us with your requirements and we will contact our couriers. If you are based in the Republic of Ireland, learn more about Displaysense Ireland
I’m not based in the UK, can I still order from you?
Yes, you can. The minimum order value is £300 and we will need to obtain a quote from our couriers. Alternatively, you place your order and send a courier to collect.
I’m from the Republic of Ireland, do you offer Euro pricing?
Displaysense Ireland is a division of Displaysense that offers Euro pricing on its 1000s of retail, point of sale & catering products, and very favourable delivery options for Irish Customers. Visit www.displaysense.ie

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Payment

What forms of payment do you accept?
Credit/Debit Card - Visa/Mastercard/Maestro/Solo Pro forma invoice - This can be paid in advance by cheque, BACS or CHAPS
Do I get charged a percentage for payments by card?
No. We don't make a charge. However, your card company may make a charge. Please contact them to find out further.
What happens if my card payment is declined?
We will contact you and you will need to contact the card issuing bank. We do not get told why the payment has declined. You can either contact us again when the problem has been resolved or use an alternative card.
If all of my order isn’t in stock do I pay for it all upfront?
You can either ask us to contact you when it is back in stock or reserve the incoming stock by paying for it in advance.
Do I need to pay a separate delivery charge on back orders?
Providing the total order value is over £100+VAT you will not be charged two delivery charges.
Is payment taken from my card as soon as the order is placed?
The order is processed soon after you place the order and this is when we will collect the funds from your card.
Who should I make my cheque payable to?
If you are paying by cheque, please contact us for a pro forma invoice (for payment in advance) first which can be e-mailed, faxed or posted to you. Once you have received your pro forma invoice, please make all cheques payable to “Displaysense Ltd” and post to Displaysense, Unit 5, Raynham Close, Bishop’s Stortford, Herts, CM23 5PJ.
If I pay by cheque, how long will it take to clear?
For payments by cheque we have to wait for cleared funds before despatching your order. Once we receive a cheque in the post it is banked the same and will take approximately 5 working days to clear. If you have a tight delivery time, it is advisable to pay by quicker means of payment such as credit card or CHAPS (same day bank transfer).
I want to pay by BACS or CHAPS, what are your bank details?
Account Name: Displaysense Ltd, Barclays Bank, Sort code: 20-36-98 Account No. 20322563. Before making the transfer please contact us for a pro forma invoice (for payment in advance) first which can be e-mailed, faxed or posted to you. You will then need to enter the invoice number as reference for your payment.

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Returns & Refunds

If I buy something and don’t want it, can I return it?
Yes, as long as it is unused, unassembled and in its original packaging you can return any of our products to us within 14 days (10 working days) of receipt. Please see our Money Back Guarantee and Return a product here section for more details.
Can I return just part of an order rather than all of it?
Yes you can. This can be handy if you have not used as many of a particular product as you thought you would within the 14 days period.
Do you charge a restocking charge?
No we don’t. Many companies in the industry will not let you return goods at all. For others it is common to charge anywhere between 10% and 25% of the order value when you want to return goods. At Displaysense you don’t get charged a penny.
How should I return goods to you?
It is really important that you contact us for a returns authorisation number (RMA number) BEFORE you send goods back to us. If this number is not on the box when it comes back to us it will get refused by our warehouse. The quickest way to receive your RMA number is to complete the Return a product here form.
Once I’ve notified you and received my Returns Authorisation Number, how long have I got to return goods?
The Returns Authorisation Number is only valid for up to 14 days from when you received your order. Goods MUST be returned to us within 14 days from receipt of order to qualify for our 14 day money back guarantee.
If I notify you of a return on the 13th day after receipt of my order, do I then get a further period of time to return my goods?
No. Under our Money Back Guarantee, goods must arrive back with us no later than the 14th day from when you received the delivery.
What method of return should I use when returning goods to you?
We strongly advise you to return goods via a reputable and insured courier company as the goods are your responsibility until they arrive back with us in pristine condition.
Do all couriers have goods in transit insurance?
Most do, however, some insure goods based on weight e.g. £8 per kilo. Please check with the courier you are using to make sure that there is sufficient insurance to cover the value of the goods you are returning.
What happens if I return something to you and it gets damaged?
Wherever the couriers systems allow, our warehouse staff sign for returns as “unchecked” or “damaged”. If it turns out that something is damaged or missing we would then notify you and you would be able to put in an insurance claim with your courier company.
What happens if I return something to you but you have no record of receiving it?
As long as you have used a reputable courier company you will be able to track the package/s to see where they are. If the courier were to lose the package/s you will still be able to claim on their insurance.
I don’t want to send the goods back to you, can you collect instead?
Unfortunately not. If you want to return goods to us it is your responsibility to get the goods back to us as per the terms of our Money Back Guarantee.
Once you’ve received the goods back, how long will it take for me to receive a refund?
Returns are usually processed within 24 hours of receipt.
- If you have paid by card the refund will go back onto your card. Usually it will appear on your statement within 5 working days, but some banks can be slow and take 10 working days. Please be aware that once we have processed the refund there is nothing more we can do to speed things up, so you will need to chase up your card issuing bank.
- If you have paid by cheque a cheque refund will be posted back to you.
- If you have paid by BACS or CHAPS a BACS refund will be made to you. Depending on the bank you are with, please allow up to 7 working days for the refund to appear in your account.
Is there a charge for cheque refunds or refunds back onto my card?
No, there is no charge.

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Delivery

How long does delivery take?
Providing your order is in stock, standard delivery is within 5 working days. However, we also offer faster deliveries depending on the urgency of your order. Please see our delivery section for more information.
How much does delivery cost?
- Free delivery on all orders over £250+VAT. (UK mainland only)
- Delivery is just £7.95+VAT on all orders below £250+VAT
- Next day delivery is £14.95+VAT on any size order
- For prices on other timed deliveries, please contact us.
What methods of delivery do you use?
For most deliveries we use a network of national couriers. If you are ordering a large item or a bulk order, your order will sometimes arrive on a lorry packed on wooden pallets.
Can I specify a different delivery address to my invoice address?
Yes, no problem.
If I request a next-day delivery, what time will I receive it?
Next day couriers usually deliver between 9.00 and 17.30.
Can I specify a timed delivery?
Yes in most cases you can. We can normally offer pre midday, pre 10.30 or pre 9.30 deliveries for an extra charge, please contact us for a quotation.
Do you offer a same day delivery service?
Yes. On stocked products we are able to offer a same day delivery service where the courier goes straight from our warehouse to your delivery address. Cost is on a mileage basis between the two addresses. Please contact us for a quotation.
Do I have to sign for the delivery personally?
No. The courier will require a signature from someone, but it could be a colleague or friend.
If the courier wants me to sign for 3 cartons but they are only dropping off 2, what do I do?
It is extremely important that you only sign for the number of cartons that you are receiving otherwise it will invalidate any insurance claim to the couriers. In this example please write clearly in the signature box “only received 2 cartons”.
What happens if nobody is in when the courier arrives?
Different couriers work in different ways. Normally, they will leave an attempted delivery card and will reattempt the delivery the following day. Alternatively, you should be able to take your ID and the card to the couriers’ depot and collect it yourself.
I don’t know if I’ll be in all day, what shall I do?
We suggest specifying a delivery address (such as work or friend) where you know someone is in all day.
What happens if my delivery does not arrive on time?
We use reliable and reputable couriers so this shouldn’t happen! However, in the unlikely event that it does please contact us and we will find out from the courier what has happened. If you have paid extra for a premium delivery service and our courier is at fault, you can request a refund for the difference.
I’m abroad or off-shore UK, how much is delivery?
- For Off-shore UK orders we need to obtain a quote from the couriers we use.
- For export orders the minimum order value must be £300+.
Please contact us with what you would like to order and we will obtain a quote for the delivery to you. Alternatively you can arrange to have order collected by your own courier.
I’m on the 3rd floor, will the courier bring the goods up to me?
There are several different scenarios here so this is not a simple question to answer.
- Parcel Courier Deliveries
  - Scenario 1 - Your company is based in a shared office block of 8 floors but only occupies the 3rd floor.
    Answer = Yes - the courier will bring the package/s up to you.
  - Scenario 2 - Your company is based in a large office block and occupies all floors and the delivery address says “Finance Dept on 3rd Floor”.
    Answer = The courier will deliver to the ground floor and will request a signature there.
- Pallet Deliveries
  Answer = Depending on the delivery company, sometimes they will have a tail lift and pallet truck and unload the pallets for you. If not, they may require assistance unloading from the vehicle. They will not take the pallets up to another floor.
- Heavy Goods Vehicle deliveries
  Answer = They may require assistance unloading goods from the vehicle and will not be able to take the goods up to another floor.
Are goods delivered bulk packed or individually packed?
It depends on the product. We have tried to make this clear by showing “bulk packed” or “individually packed” symbols in the key benefits section of each product.
Can you delivery to an exhibition centre?
If it is a small exhibition within a hotel or similar then the courier can deliver to the reception desk. However, the couriers will not deliver to large exhibition centres like the NEC in Birmingham or Excel. We suggest that you have goods delivered to your company in advance of the exhibition.
Can you deliver to my hotel?
Yes we can, but please get authorisation from hotel staff before hand or your delivery might get rejected.

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Damage & Shortages

Do I need to check goods at the time of delivery?
It is advisable to do so. If you are unable to do this please sign the couriers delivery note as “unchecked” or “damaged” if it looks like it could be damaged.
What do I do if my goods are damaged?
Please notify us preferably on the same day of delivery but in any event no later than 3 days after delivery has been made. We will arrange to collect the damaged goods and send out replacements to you.
What do I do if there are products missing from the delivery?
We check and double check orders when despatching to minimise the chance of this happening. In the unlikely event that you have something missing, please notify us preferably on the same day of delivery but in any event no later than 3 days after delivery has been made. We will then look into how and when your order was despatched and replace the missing product if found to be at fault.

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Stock

Are your products generally in stock?
We aim to have 95% of products available for delivery within 5 working days. With some of our best sellers we have huge stocks and very rarely run out of.
How do I know if a product is out of stock?
If you place an order on-line and something is out of stock we will notify you as soon as possible. If you order over the phone, we have a sophisticated stock tracking system and will be able to tell you if the item is in stock at the time.
If the delivery date is not acceptable, can I cancel the order?
Yes you can or we can try and find an alternative product for you.
If all of my order isn’t in stock will you part despatch?
If your total order is over £100+VAT we will part despatch the goods that are in stock. If your total order is under £100+VAT we can also part despatch but there will be another standard delivery charge of £7.95+VAT.

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Prices

Are prices in your catalogue and on your website including or excluding VAT?
As we sell mainly business to business all of our prices are shown excluding VAT.
Do you have a trade price and a retail price (RRP)?
No. Our business is all about selling straight to the end user customer at trade price thereby cutting out the middleman.
I want to sell on your products to one of my own customers - Can I have a reseller discount?
Unfortunately not. We don’t build reseller margins into our prices so you would pay the same price as if the customer bought straight from us.
How do you maintain such competitive prices?
a) We source products from over 25 countries around the world and buy in volume so that we can sell to you at the most competitive prices.
b) We design products to our own specification to ensure they are being produced cost effectively.
c) We price watch other companies on a weekly basis to ensure that our prices remain competitive on like for like products and where stock is available.
Do your prices include delivery?
On orders over £250+VAT standard delivery is free (UK Mainland only). Under £250+VAT standard delivery is just £7.95+VAT. We also offer other delivery options based upon location and how urgently you want on our products.
Do you add a percentage to your prices for payments by card?
No we don’t. Although some companies will charge up to 3% of your order value.
Do you have an export price list?
No, our prices are the same wherever you are. All we have is a minimum order of £300 for export orders and delivery costs are on quotation.

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FAQs

Answers

General

Guarantees

Security

Placing Orders

Payment

Returns & Refunds

Delivery

Damage & Shortages

Stock

Prices

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