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Purchases & Delivery FAQs

When will I receive my refund?

As soon as we receive the goods, we will check the state of the goods and will then refund you.

Will I receive a full refund?

Yes. You will be refunded the full amount paid to us by yourself. 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 prices, please send an e-mail to our trade team stating the type of products and volumes you are interested in. We will then provide trade price lists and the opportunity to apply for credit accounts. Please note that the first three orders have to be pre-paid.

If I need to return a product who is responsible for the cost of the return?

The cost of the return is dependent on the reason for the return. If the item is no longer wanted then the return postal costs would be covered by the customer. If there was a fault with the product the costs of return shipping would be covered by Safelincs once the fault was confirmed.

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 or call us on 0800 612 6537.

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.

Do you offer international shipping?

Yes, we do offer international shipping. Please visit our international shipping enquiries page or e-mail our sales staff at with your request and we will quote you a price including any related export costs and with the relevant tax codes.

Can schools, NHS organisations and other public sector bodies set up an account?

Yes, schools, NHS organisations and other public sector bodies can set up an account with us. Setting up an account with us is very easy, you can either fill in this credit form and submit your application, or you can email

Once the purchase order has been received the goods will be dispatched to you and an invoice will be sent payable within 30 days.

Why can't I see the prices on your website?

We are using 'cookies' to operate our shopping cart systems. If the security settings on your browser are set too high, your computer may not allow the 'cookies' which can cause display issues.

To resolve this issue, please temporarily allow the usage of cookies while you are browsing our website. Please read our privacy policy to find out more information on how we use cookies.

Alternatively, please call a member of our Customer Service Team on 0800 612 6537 to place your order over the phone.

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.

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.

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.


(doc:539 V1.0). Our articles are reviewed regularly. However, any changes made to standards or legislation following the review date will not have been considered. Please note that we provide abridged, easy-to-understand guidance. To make detailed decisions about your fire safety provisions, you might require further advice or need to consult the full standards and legislation.