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Frequently Asked Questions
Is delivery free of charge?
Yes, if the value of your order is greater than £200. Otherwise shipping charges will be applied. Where possible, we offer a range of delivery methods to fit your budget and time constraints.
Where do Truly deliver to?
We deliver to the majority of the United Kingdom, including some Highlands and Islands. We also deliver to the Republic of Ireland. Further information about delivery can be obtained from Delivery & Collection. Some locations may be subject to longer deliver times and/or a delivery surcharge.
How quickly will I get my goods?
That depends on when you ordered and the delivery method chosen. Most orders are despatched same day, if ordered before 1pm. Orders received after 1pm may not be despatched until the following business day, so orders after 1pm on a Friday may not leave us until the following Monday.
We offer 3 levels of delivery service: Standard, Express and Next Day. We aim to deliver Standard and Express deliveries within 2 days and 1 day respectively, however these are not guaranteed services. Next Day deliveries will be delivered before 5:30pm next working day.
We may be able to arrange special timed and Saturday deliveries if required.
What couriers do Truly use?
We use a variety of couriers to deliver your products. The majority of small Standard and Express packages will be delivered by Royal Mail, while larger packages and those sent on a Next Day service will use an alternative, such as UKMail or Tuffnells.
Larger items such as lengths of polycarbonate sheeting may be delivered in unusually long vehicles. If you are expecting such a delivery, please consider leaving space for off-loading your goods.
Will I have to sign for delivery?
If you have chosen a Recorded or Next Day service, then somebody will need to sign for goods at delivery address. You can provide an alternative delivery address if beneficial.
Can I collect my goods?
Yes. You can collect your products from our Trade Counter in Ashton-under-Lyne. We recommend calling 0161 339 4982 beforehand to ensure goods a pre-prepared and ready for your arrival.
Unit 2, Grosvenor Mill
Ashton-under-Lyne OL7 0RG
What if my order hasn't arrived?
Check the date that your order was placed and the postal service chosen to calculate the estimated deliverydate. If you believe that your order may be running late, check your order acknowledgement or despatch notification emails for a tracking reference number or link to up to the minute status.
Otherwise, give us a call on 0161 339 4982 and we'll do what we can to help.
Are products guaranteed?
The majority of products in the Truly PVC Supplies website are provided with a manufacturer guarantee. Depending on the product, the guarantee can range from 12 months to 20 years! Guarantee information should be available on product pages, if uncertain give us a call.
Do Truly sell other products that are not on this website?
Truly PVC Supplies aim to make all the products that we sell available online. However, some parts cannot be sold effectively online due to their complexity or bespoke nature. It may be worth a call, even if you have a specific requirement that is not shown on our website.
What should I do if there is a problem with my order?
If you ordered the wrong parts, then just package the goods back up and return to us along with a note telling us what you require (ie. Refund or Exchange). We can issue a full refund for most products with the exception of Bespoke items, please see our Returns Policy for more information.
If you believe the parts supplied are wrong or faulty then please give us a call on 0161 339 4982 and we will do what we can to rectify the situation as quickly as possible.
Is buying online from Truly PVC Supplies secure?
Yes. All sensitive data is transmitted securely using 128-bit SSL encryption, with direct PCI DSS Level 1 Compliant credit/debit card processing by SagePay and PayPal. More information about this security standard can be obtained from www.pcisecuritystandards.org.
Will I get a VAT receipt?
Yes. A VAT invoice will be included with your goods, or posted separately to your Billing Address if your goods are travelling direct from manufacture. You will also receive an order confirmation email that can serve as a VAT invoice and can reprint your invoice at a later date if required.
How can I pay for my order?
We accept PayPal, Debit Card (Visa Debit, Maestro) and Credit Card (Visa, MasterCard) payments, all of which are processed securely during order confirmation.