Frequently Asked Questions

   

Collections / Deliveries

 

How does Click & Collect and Deliveries work?

Products which are stocked in our branches can be ordered for safe, non-contact branch collection during branch opening hours. Our vans make daily deliveries within their local trade areas. No delivery charge if within branch locality. Next Day service not available for Highlands and Islands.

 

BEST IN THE TRADE! How does Next Working Day Delivery – Order by 9pm work?

Available Monday - Friday on over 3000 products online for delivery to mainland UK only. Excludes Special Order and Clearance items. Deliveries cost £4.96 unless spend is over £50 (ex VAT).

 

Need a Same Day Delivery Service?

We have a range of Same Day delivery options available in branch, contact your local branch and they will be happy to explain the options available in your area for this premium service. To find a branch, please use our branch locator.

 

Managing your account

 

I've forgotten my password, what do I do?

On the log in page click ‘forgotten password’. Enter your email address and we will send you a temporary password. Once this has been entered, you'll be prompted to enter your own password.

 

Can I obtain a copy of my invoice/receipt?

When you have logged on to your account you can click on the invoice history link in on the left of home screen. A list of your invoices will be displayed.

 

How do I change my contact details?

Once logged in, please click on ‘My Account’ from any page on the site where you can change your contact details on the ‘My Details’ tab.

 

How do I change my email address?

If you wish to change your email address, this can be done in the ‘My Account’ area of the site under the ‘My Details’ tab.

 

How do I unsubscribe from Denmans marketing emails and communications?

If you would like to opt–out from receiving newsletters and other communications from Denmans, then you can do so during registration.

Alternatively, after you have registered, you can opt–out by clicking on ‘My Account’ from any page. On the ‘my details’ tab, you have the option to edit your communications preferences and opt–out of our mailings.

There is also an option to click unsubscribe directly from our email itself.

NOTE: Unsubscribing will unsubscribe you from receiving our Connector Pricing Guide too

 

Direct Debit

 

Can I pay my account via Direct Debit?

Yes - Direct Debit is the simplest and most convenient way for you to pay your bill. Payments are made automatically, so bills are never forgotten, lost in the post or delayed by postal problems and there's no risk of late payment charges.

To take advantage of direct debit all you need to do is download the Direct Debit instruction form here, and print, complete, then return to us by any of the following methods:

• Hand it in at any Denmans branch
• Email to Directdebitapplications@rexel.co.uk
• Post to: Rexel UK Ltd T/A Denmans, PO Box 15523, Birmingham, B16 6NF

 

For more information about Direct Debits click here.

Orders

 

How do I amend an order once I’ve submitted it?

Once you have clicked on ‘submit order’, your order is sent to our branch or warehouse for dispatch or collection. You cannot then amend or cancel the order online.

Please call our Customer Support Centre on 0330 0450 601 or contact your branch.

 

I already have a Trade Account – can I use this account online?

Yes, Your trade terms are already set up online. When you register for the first time, simply enter your existing account number and postcode. You can register here.

I want to place an order directly with a branch – is it possible to phone it through?

Simply call any of our branches. Use our branch locator to find your local branch here.

 

How will I be updated on the progress of my order?

You will receive an emailed acknowledgement of your order when it is placed. Please note that your order may arrive as one or more consignments.

 

Why haven’t I received email confirmation of my order?

All orders are followed by an email confirmation almost immediately. If you do not receive confirmation within 2 hours of placing your order, please contact us on 0330 045 0601.

 

What if I can’t find the product I’m looking for?

If you cannot find the product you need online, it doesn’t mean we are unable to locate it for you. Give your local branch a call and they will do all possible to secure the product you require. To find a branch, please use our branch locator.

 

Large orders

If you are planning a large project please contact one of our branches – they will be happy to give you a competitive quote. To find a branch, please use our branch locator.

 

How do I view and convert my quotations to an order online?

You can now view all of your quotations within the My Account section, after you have logged in. You can accept (or reject) a quotation and then order all of the products online, in just a couple of clicks!

 

For more information about quotations click here.
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Advice

 

Where can I go for technical support or product advice?

Please contact any of our branches using our branch locator here.
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​​​​​​​Returns

 

How do I return an item?

Hopefully you won't need to return an item. However, if you do, it is our aim to make the process as simple as possible, when a product is not what you ordered or faulty.

Please call our Customer Support Centre on 0330 0450 601 or contact your local branch to initiate the returns process.
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