Frequently Asked Questions (FAQs).

Are you not sure how something works?
See if we are able to assist you through any of the options below. Please contact us if you have any questions that have not been answered below.

You can contact us by phone on the following number 020 3877 0609 or via email using our Contact Us Form.

I have a complaint. What do I do?

We make every effort to offer an efficient service. Occasionally mistakes are made and we will endeavour to resolve the complaint within five working days. Your complaint will be treated fairly, confidentially, and with respect. If you have any complaints, comments, or suggestions as to how we can improve our service, then please send us a message by clicking on this link: Email Us.

I’m having problems signing in.

Have you shopped online before? Try signing in with your registered email and password.

If you still can’t sign in, please reset your password.

I’ve forgotten my password.

If you have forgotten your password, please enter the email address you registered with to reset your password. You will then receive an email with a link to create a new password.

Do I have to be a tradesperson to shop with us?

Anyone can shop with us! You don’t need to be a tradesperson to buy from us.

How do I place an order?

To place your order, select the item(s) that you wish to purchase and add them to your shopping cart. Then, proceed to the checkout page, where you should fill in your personal information and pay for the order. Make sure to double check that we have completed your details correctly to ensure that you receive all the necessary information and that your order is delivered without any complications.

If you need any help, we strongly advise that you speak to our Customer Service adviser, who will be more than happy to assist you with any queries you may have.

What happens if an item is out of stock?

If you are looking to purchase an item that is currently out of stock, and require an urgent update on the stock please contact us via the telephone number 020 3877 0609 or Email Us and we will help where we can. If the stock is unavailable from the manufacturer, we may not be able to give you an update.

If one of the items is out of stock, we will despatch the in-stock items immediately and send the remaining items once they return to stock.

How can I cancel or change my order?

We do accept cancellation requests, however this must be prior to the despatch of goods. If you change your mind, please do not hesitate to contact us. We will do our upmost to assist.

If an order has already been despatched, please refer to our Delivery Policy and Returns & Refunds Policy.

I’ve placed an order. Why haven’t I received my confirmation email?

When you place an online order, you will receive a confirmation email to your registered email address within a few minutes. If you have not received a confirmation email, please check your email spam/trash boxes. If the confirmation email is not there, you can Email Us and request a copy. This will then be emailed to the email address registered with your account.

Is it safe to enter my debit or credit card details over the internet?

100%. Our website has an SSL (Secure Sockets Layer) certificate, which provides a secure channel between networked computers. We care about your personal data, privacy, and shopping experience. All data will be securely encrypted.

We chose to use a payment vendor called Stripe, who is audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, Stripe uses best-in-class security tools and practices to maintain a high level of security.

What payment methods are accepted?

We accept major debit and credit cards, bank transfers, BACS and contactless payments (collection only).

All cards are processed via secure server technology and are subject to validation and authorisation by both the card issuer and us. We do not keep your credit and debit card information on file. This ensures that we maintain a safe and secure payment process.

If I do not wish to pay online, what can I do?

No problem. Please call our team on 020 3877 0609 and one of our advisors will be happy to process your order by telephone using your payment card. Alternatively, we can issue you with a pro forma invoice for your order that can be paid by bank transfer.

How does Apple Pay and Goggle Pay work?

Apple Pay is an easy way of paying for online orders using your Apple device. It allows you to make secure contactless purchases and is just as simple to use as using a physical card for payment. You can read more about Apple Pay and Google Pay here:

https://www.apple.com/uk/apple-pay/

https://pay.google.com/

I am based outside of the UK and VAT registered. How can I place an order without paying the VAT?

If you are based in either the Republic of Ireland, the Channel Islands or mainland Europe, you may be eligible to  not pay the UK VAT that is on our website. You will need to Email Us with your full address and contact details, your VAT number and the item(s) you wish to purchase so that we can verify your number and send you a quotation (including shipping) and a secure payment link.

What are the delivery charges?

• Next Day – up to 10kg – £6.99 plus VAT

• Next Day – up to 15kg – £8.99 plus VAT

• Next Day – up to 25kg – £12.99 plus VAT

• Freight – over 25kg – 1-2 business days – £59.99 plus VAT

Do you ship internationally?

Yes, we do ship internationally, please Contact Us directly with your requirements so we can assist.

How long will it take to get my package?

We despatch all goods on a next working day service* (UK only) via our delivery partners. These services are normally delivered on the next working day, although occasionally they can take longer.

*Excluding the following postcode areas: AB, BT, FK, G83, GY, HS, IM, IV, JE, KA, KW, PA, PH, ZE.

This depends on the location and time the order was placed. International shipments vary based on the country. All parcels can be tracked.

Orders placed after 14:00 may not be shipped until the following day. We do not currently despatch on Saturday, Sunday, or Bank Holidays.

Can I have my delivery sent to a different address?

Yes, currently we are only able to offer delivery to different addresses through our website orders paid by credit/debit card. Simply go to the checkout screen where you will be prompted to enter your billing and delivery addresses.

Can I request weekend deliveries?

Yes, we can deliver on Saturdays and Sundays (UK only), which will incur extra postage charges. If you wish to have your parcel delivered on a Saturday or Sunday please contact our customer service team who will see if this is possible for your order.

How do I track my order?

Once you have received shipping confirmation, your orders can be tracked at the following links:

UPS – https://www.ups.com/track?loc=en_GB&requester=ST/

DX – https://www.dxdelivery.com/track

How can I change my delivery address?

In most cases, items have to be sent to the card’s registered address, however there are instances where we’re able to change the address at any time before the order has been dispatched. Please Contact Us with your requirements.

How is the amount of local VAT on goods exported to the EU calculated?

VAT is calculated by adding the value of the goods and the shipping cost, then multiplying by the local VAT rate, specific to the destination country listed below.

 

Member StatesStandard VAT Rate %
Austria20
Belgium21
Bulgaria20
Croatia25
Cyprus19
Czech Republic21
Denmark25
Estonia20
Finland24
France20
Germany19
Greece24
Hungary27
Ireland23
Italy22
Latvia21
Lithuania21
Luxembourg17
Malta18
Netherlands21
Poland23
Portugal23
Romania19
Slovakia20
Slovenia22
Spain21
Sweden25

How can I return a product?

Returning items due to a change of mind:

We will happily accept returns. You are required to submit a request to us within 14 days of receipt. Items must be returned to us in its original packaging, in an unused condition. Return shipping will be paid at the customer’s expense, and you will be required to arrange your own shipping. Once returns are received and accepted, refunds will be processed and issued to your original payment method. We will notify you once your refund has been processed via an email notification. Please note we will refund the value of the goods returned but will not refund the value of any shipping fees paid.

Warranty returns:

We will honour any valid warranty claims, provided a claim is submitted within 90 days of receipt of item(s). Customers will be required to pre-pay the return shipping, however we will reimburse you upon a successful warranty claim. Upon receipt of returned items, you can expect us to process your warranty claim within 7 days. Once a warranty claim is confirmed, you will receive the choice of: (a) a refund to your payment method; (b) a refund in store credit; or (c) a replacement item sent to you (if stock is available).

Why should I sign up for the Main Layer newsletter?

This is a great way to get relevant updates on any special offers we have running, keep up to date with the latest products we offer, and also, from time to time, we may send out discount codes. All it takes is your email address and to sign up for it.

We will never use your email address for spam or junk mail.

How do I know if my promotion code has worked?

When you successfully apply a promotion code, it will appear in your basket total, with the amount of how much you have saved.

Do you do vouchers or gift cards?

Unfortunately, we do not currently offer any vouchers or gift cards.

Covid-19 Update

We’re fully operational while using the government’s guidelines and taking extra caution when meeting with our customers. Online orders are not affected and are fulfilled on a daily basis. Should you need more information, please do not hesitate to Contact Us.

What are your opening hours?

Our opening times are:

✔ Monday: 8:00 – 18:00
✔ Tuesday: 8:00 – 18:00
✔ Wednesday: 8:00 – 18:00
✔ Thursday: 8:00 – 18:00
✔ Friday: 8:00 – 18:00
✔ Saturday: 8:00 – 18:00
✖ Sunday: Closed

Got a question?

Email

Need help with your purchase? Do you have any questions about our products or services? Send us an email.

Phone

If you prefer to talk to someone on the telephone, just call us!

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Fill out the form and we’ll get back to you as soon as possible.

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