Customer Help Centre
Offices & Contact
When are you open?
Our Central Sales and Support office is open Monday to Friday 8:00am to 5:00pm. Our website is open for orders 24 hours a day, 365 days a year.
Where are you located?
Between Leeds & Bradford of the M62 at junction 26.
How does click and collect work?
Available Monday to Friday 09.00am to 4.00pm.
Which is the best way to contact you?
Via telephone on 0113 2853737 or email sales@frasardirect.co.uk
Delivery
What are your delivery charges?
over £50.00+VAT is free next day delivery. Orders under £50.00+VAT will result in a £7.95 charge.
What is the latest time I can order to receive next day delivery?
Orders must be placed by 3.00pm.
Can I request for Saturday delivery?
Saturday deliveries are available but will incur extra delivery charges.
Can I track my parcel?
If sent by Fedex you will receive an email and by our local delivery vehicle please call customer services on 0113 2853737.
What happens if no one is in to receive the delivery?
All delivered parcels require a signature from the recipient.
Payment
What payments do you accept?
We accept credit, debit card or PayPal. 30-day accounts are also available.
What if I want to buy something on credit?
You can apply for a trade account with 30-day credit terms, please print and fill out the account application form and return it by post.
How do I know my promotion code has been accepted?
Once you checkout, you will see that your promotion code has been taken off the total.
Your Account
I have forgotten my password and can't get into my account, what should I do?
Click the forgotten password link and enter your email address. you will receive an email with instructions.
What will I receive if I subscribe to newsletters
Customers will receive occasional emails receiving the latest offers, products and events.
Are my personal details stored securely?
At Frasar Direct we respect your privacy and are committed to protecting your personal data.
How do I add an additional user to my Frasar Direct account?
Click onto ‘Your Account’ and ‘Account Users’. This then gives you the option to send an invitation email to the new user.
How do I add a new delivery address?
Click onto ‘Your Account’ and ‘Address Book’. This then gives you the option to add a new shipping address which can be made the primary delivery address.
Products
What warranty comes with the goods?
All our goods are covered by the standard manufactures warranty.
I noticed the image of the product is slightly different to what I received, why is this?
All our images on the website are either from manufacturer’s stock images or images we have taken ourselves.
How confident can I be that the item I choose is in stock?
Our stock levels and availability are linked to our computerised stock control system, and updates are made hourly.
Returns
Am I eligible for a return?
We offer a 30-day returns policy from the date of purchase. To be eligible for a return, the item(s) must be in a new and unused condition, with all original tags and packaging intact.
What Is the return process?
To initiate a return, fill out our returns form and send this back with your item(s) to the address listed below.
Where do I send my return to?
Unit 32, Acorn Business Centre, Balme Road, Cleckheaton, BD19 4EZ.
What do I do with a faulty item?
If the item you received is faulty, we apologize for the inconvenience. In such cases, we will cover the cost of the return shipping and arrange for a collection at a time convenient for you.
What do I do if I've received an item in error?
If an error occurred on our part, we apologize for the inconvenience. In such cases, we will cover the cost of the return shipping and arrange for a collection at a time convenient for you.
