This website uses cookies to enhance your experience.

Frequently Asked Questions

Browse our frequently asked questions using the categories below.
For webstore orders, the minimum order quantity is 1 outer carton for each product. You can order in individual pieces, as long as it's more than 1 outer carton!

Payment terms are the same as usual - on account, as per your usual terms. So that means you can place a webstore order today, and pay later.

You can pre-order products that are out of stock. For these products, we will have stock scheduled to come in, and the next available date will be shown on the product page under 'product specification'
For webstore orders, the minimum order quantity is 1 outer carton for each product. You can order in individual pieces, as long as it's more than 1 outer carton!

There is no minimum order value. Orders below £250 for delivery to will be charged a £40 carriage fee (or below £500 for deliveries to Ireland).
To reset your password:

First, go to the log in page and select the 'Forgot Password' link

Then, enter your email address into the forgot password box and hit submit.

If there is an account linked to the email address entered, you will receive a reset password email. Click on the link in this email to reset your new password!
You can use the search box at the top of our website to search for products. We recommend searching by the item number (this is an alphanumeric number which may look like this EXT1035, TVL1012, SDA1037).

If you have searched for the product and still cannot find it, we may not have any in stock. However, to be sure, you can get in touch with us. Send us an email on with the item number and a description of what it is you’re looking for. We'll then look into this to see if it's available.
Sometimes, our lines may run out of stock. If you’d like to order a product that is out of stock, send us an email on If the product is coming back into stock, we will see if we can reserve stock for you.
You can find out information about a product in the item details (specifications) section of the product page. This is located at the bottom of the product details page. If you can’t find the details you’d like, you can contact us on
You can make a reorder via your ‘My Account’ section.
  • Go to the My Account section (the icon in the top right)
  • Click on ‘My orders’ on the left-hand side
  • Find the order you’d like to reorder and click ‘View details’
  • Beneath the ‘Ship-To Address’ you will see the Reorder button
Unless specified, our prices do not include VAT.
Our webstore will display the last price paid for products you have purchased before - meaning prices will be customised to you.
Unless specified otherwise, we aim to make deliveries within 2-3 days of your order being placed.

Once your order has been picked and packed, you will be contacted to arrange a book-in for the delivery.
At the moment, we don’t offer guaranteed named day delivery. However, you can specify the date you’d like your goods to be delivered and we will deliver them within 3 working days of that date.

We are planning on introducing the ability to offer guaranteed delivery on a chosen date.
UK delivery is free for orders over £250. If your order is under £250, a £40 delivery charge will apply.

Please note, the free delivery threshold to Ireland is £500.
If your delivery is late, please get in touch with us or your sales rep, and we’ll do all we can to put things right.
Depending on the size of the order, the delivery will be made by either our own courier, Pallet Ways, Bay Freight or DPD.
You can pay invoices via debit card, cheque or bank transfer.

To pay invoices, please contact our accounts team
Yes, you can pay on credit. You should have an agreed credit account and credit limit set up by your sales rep when you registered for an ESG trade account. If you’re unsure about your credit limit, you can contact us on
You can pay outstanding invoices by contacting us on or 0161 831 7879.
You can download an invoice via your ‘My Account’ section.
  • Log into the webstore and go to the My Account section (the icon in the top right)
  • Click on ‘My invoices’ on the left-hand side
  • Find the invoice you’d like to download and click ‘View details’
  • Click the Download Invoice Detail button
If you would like to change your billing address, please email us on In your email, please include your business name, current billing address and the billing address you’d like to add to your account.
To find out your credit limit, please email us on & a we will get back to you as soon as possible.
If you exceed your credit limit you will still be able to place orders through our website. However, we will hold the despatch of your order until invoices are paid.  

If you have exceeded your credit limit, a warning message will be displayed in the checkout when you’re trying to place your order. This will be to let you know that you have exceeded your credit limit and any outstanding invoices need to be paid.
If you have received a faulty or damaged product, please take pictures of the damage and send them to us within 48 hours of receiving the product. You can upload and send your pictures to us.

We will then process your claim and be in touch to help put things right by either arranging a credit to your account or re-shipment of the goods.
To return an item, please email After your return is processed, we will then arrange suitable compensation (such as credit to your account or re-shipment of the goods).
You can find out how to contact our customer services team here.
Webstore orders will be processed just like regular orders. We'll aim to deliver within 3-5 days, but you can enter a requested delivery date in the checkout area of the webstore. Once your order has been processed, we'll contact you to book in your delivery!