Frequently Asked Questions for Total Weighing Solutions

Frequently Asked Questions

ACCOUNTS

I've forgotten my Login/Password
How do I change the information on my account?
How do I unsubscribe to the newsletter?
How is the personal information on my account used?

ORDERING

Where is the shopping basket of my order?
How do I add items to my shopping basket?
How do I place my order with you?
Are the prices Including VAT or Excluding on your website?
I made a mistake with my order, can I cancel or modify it?
How do I know if my order has been accepted?

PAYMENT

What forms of payment can I use with Total Weighing?
Are you payment pages secure?

DELIVERY

Where does Total Weighing Solutions deliver to?
Which couriers do you use?
What are the costs for Delivery?
What happens if nobody is available to sign for delivery?
What do I do if something is missing or damaged from my parcel?
The delivered box looks damaged, what should I do?

RETURNS / CREDITS / REFUNDS

How do I return an item ordered from your site?

PRIVACY AND CONFIDENTIALITY

What is your policy regarding Privacy?

ACCOUNTS

I've forgotten my Login/Password

Your login is simply your email address. To get your password again, go to “My account” at the top of the welcome page, click on the login page, then click on: “Forgot your password?” We will send you your password to your email address.


How do I change the information on my account?

Login to your “My account” area using your email address and password, you will then be able to modify the information of your account.

How do I unsubscribe to the newsletter?

Please either click the unsubscribe button in the bottom of the email sent to you, we will remove you from any list immediately and you will not be contacted again from us unless you wish to be.

How is the personal information on my account used?

When you place an order we collect your name, e-mail address, mailing address and phone number.  We do not store any credit card details.  We may record which products you are interested in and which products you purchase. We also annonymously monitor customer traffic patterns and site use which enables us to improve the service we provide.

ORDERING

Where is the shopping basket of my order?

Your shopping basket is at the top of all pages. Simply hover over the icon of a shopping trolley, and then click "Go to Cart"

How do I add items to my shopping basket?

Click on the item which you like, and you will automatically go the product page on which you may have to select from some possible options, for instance capacity or size, as well as the quantity. Then click on the button “Add to Cart” and your article will be added automatically to your basket. You can then continue shopping on the site, or go directly to the shopping basket to continue with your purchase.

Your basket is always available by clicking the icon with a shopping trolley on it at the top right hand side of the page.


How do I place my order with you?

You can place your order at Total Weighing Solutions by Internet 24 hours a day, 7 days a week, or by telephone from Monday to Friday from 8:30am to 5pm.

The ordering process is composed of 6 successive stages. Once product selection has been carried out, and the basket validated, the Customer must:

- clearly identify the products selected with the options of colors, sizes,… indicated on the www.totalweighing.co.uk site;
- indicate the quantities requested;
- identify themselves, either by entering their Customer number and password which are strictly personal to him, or by giving all the information usually requested for an inscription online;
- indicate clearly information necessary for the delivery. This relates in particular to the precise address of delivery, as well as possible restrictions of accessibility of the place of delivery (building, floor, door-codes, etc);
- indicate the selected mode of delivery;
- finally, indicate the selected mode of payment.

Once the mode of payment is selected, the Customer must proceed with payment of his order on the secure server, which will formalize the sales contract with Total Weighing in a firm and final manner.

Are the prices Including VAT or Excluding on your website?

The majority of our sales are Business to Business and we are therefore required to display our prices excluding VAT unless otherwise stated.

I made a mistake with my order, can I cancel or modify it?

This depends how far along we have got with your order.  If it hasn't been picked and despatched yet we will make every effort to get that changed for you as quickly as possible.

If you order has been despatched you will be required to send the item(s) back to us for a refund at your own cost.

Please either phone us on 01327 368020 or email us at sales@totalweighing.co.uk at your earliest convenience should there be any issues.

How do I know if my order has been accepted?

After having confirmed your order and proceeded to pay using secure payment, an email of confirmation will be sent to you. It includes a summary of the order, the item(s), the quantity, the price of the selected products, the mode of payment and the delivery address.

Please check spam folders in case your order acknowledgment email has gone there.

PAYMENT

What forms of payment can I use with Total Weighing?

We accept all major credit and debit cards.  This includes Visa, Mastercard and American Express.

We also accept payment via PayPal.

Are you payment pages secure?

All our card payments are taken via our third party integration into SagePay which is 100% secure.  We do not keep or store any credit card information on our servers.

DELIVERY

Where does Total Weighing Solutions deliver to?

Our main delivery options are calculated for delivery to the UK and Republic of Ireland, however we can (and do) deliver around the world.

For a quote on your delivery please call us on 01327 368020 or email sales@totalweighing.co.uk

Which couriers do you use?

For smaller packages within the UK we use UPS as our chosen courier.  For heavier or palletised items we use TNT.

What are the costs for Delivery?

If your item is going via UPS and the value of your item is under £200 then delivery is just £7.95.  

If the value of your order is over £200 then you qualify for free shipping.

What happens if nobody is available to sign for delivery?

If our couriers attempt a delivery to you and find nobody available to sign they will leave an attempted delivery card.  You should call the number on the card to re-arrange a delivery that is more convenient to you.

What do I do if something is missing or damaged from my parcel?

Contact us by email, telephone or contact form as soon as possible so that we can rectify the situation.

The delivered box looks damaged, what should I do?

Sign the couriers paperwork as damaged on receipt.  This is important as once you have signed to say you accept the parcel it is next to impossible for us to claim damages from the courier.

RETURNS / CREDITS / REFUNDS

How do I return an item ordered from your site?

You have a legal right to 14 days from the receipt of goods to inform us that you wish to return an item to us.  Within 14 days of the item being received with us you will receive a full refund including any costs of despatching the item to you, but excluding any premium service such as timed deliveries.

Please see our terms and conditions for a full breakdown of what rights you have.

PRIVACY AND CONFIDENTIALITY

What is your policy regarding Privacy?

When you place an order we collect your name, e-mail address, mailing address and phone number.  We do not store any credit card details.  We may record which products you are interested in and which products you purchase. We also monitor customer traffic patterns and site use which enables us to improve the service we provide.

We will never sell your details on to third parties.


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