Purchases & Delivery FAQs
Find answers to frequently asked questions relating to orders, payments, returns and delivery.
How do I edit my billing or shipping address?
If you have an account with us, you can log in to edit your address for future orders.
To edit the address for a recently placed order, please contact our customer service team.
How do I log into my account?
You can log into your account here to view recent orders or edit your contact details.
Where can I find my tracking number?
If a tracking number is available, it will be included in the email sent out when your order is dispatched. You can also view your tracking number by logging into your account. Alternatively, you can contact our customer service team, and they will be able to advise on this.
Where can I find information about delivery charges, dispatch days and cut-off times?
View our delivery information for details on delivery charges, dispatch days, cut-off times and shipping time frames.
What happens after I place the order for extinguishers and installation?
We will confirm a date with you for the visit by our certified engineer. The cost for this visit and all the work the engineer does is included in the price you paid for the extinguishers. The engineer will usually bring the extinguishers with him (if not we will send the extinguishers up front). First of all the engineer will check that the extinguisher is adequate for the building and the use. He/she will then install the extinguisher and train you in the simple yearly visual inspection of the extinguisher. You will then receive a certificate to confirm the training and the suitability of the extinguishers installed. You also receive a form to be filled in by you that needs to be sent to your insurance company to inform them about the new maintenance regime. After that all you have to do is carry on with your normal visual inspection required for any extinguishers and the yearly 3 step visual inspection which needs to be recorded in your fire safety log book. No other activity is required for the next ten years.
How do I cancel my order or return products?
You can cancel your order (or any part of it) for standard products* for any reason before delivery or within 30 days from receipt of delivery. To return your products please visit our Returns page, email us at returns@safelincs.co.uk or call us on 0800 612 6537. You can view our Returns Policy for more information.
*Products which are made to measure, made to order or to customer specification can not be returned and refunded.
If I need to return a product who is responsible for the cost of the return?
Can schools, NHS organisations and other public sector bodies set up an account?
Yes, public sector bodies can set up an account with us. Schools, NHS organisations, and churches automatically qualify for 30-day credit accounts. These can be honoured by sending over a purchase order, via email on your company’s formal letterhead, clearly stating a purchase order number with your invoice and delivery address to our support team.
Other businesses can apply for a 30-day credit account by filling out a credit application form and sending it to our accounts team. This can be submitted after trading with us for a period of time, usually after the first three pre-paid orders.
When will I receive my refund and will I be given a full refund?
When a product is returned to us, we will refund the sales price and initial postage within 14 days of receiving the goods. Should items not be returned in the original packaging or in a re-sellable condition then we shall reduce the value of the refund to reflect the fact the product may have to be sold as incomplete, damaged or that it may not be sellable at all. Please see our Returns policy for more information. The only exception is the cost for special delivery charges we might have paid if you have requested special delivery.
We are a retailer and would be interested in selling your products. What can you offer?
We offer wholesale supply to resellers and installers. If you want to benefit from this volume supply at reduced process, please take a look out of trade accounts page and fill out an application form. We will then provide monthly trade price lists and the opportunity to apply for a 30-day credit account. Please note that applications for a 30-day account require the first three orders to be placed on pre-paid basis.
Are there any additional charges for delivering a fireproof filing cabinet to an upper floor?
Yes, there are additional costs to deliver a safe to an upper floor via steps. Our Free Delivery includes the delivery of the safe to your door, only. This applies to any UK mainland location.
If you require the safe to be transported to different floor levels via stairs, please contact us for a quote on 0800 612 6537 or e-mail us on support@safelincs.co.uk