FAQs

Frequently Asked Questions

Here you'll find answers to the most frequently asked questions from our customers. We hope you find them useful. However, if you can't find what you’re looking for, please call 0844 499 3311 - we'll be more than happy to help.

New enquiries

Who is my local sales executive?
How do I open a new account?
Where can I get a copy of your latest catalogue?
Where can I see your latest products?
Where can I get a copy of your full Terms & Conditions?
 

How to order

How can I place my order?
What details will I need to order?
Do you have a minimum order value?
What time do I need to order before?
I want to buy a product but you don’t stock it.

Delivery to your door

What days do you deliver?
What are your opening hours/delivery dates over the bank holiday period?
When can I expect my delivery?
What if something’s missing from my order?
I’ve received my order and have signed for it. But now I’ve realised that it’s wrong. What do I do?
I’m not 100% happy with the quality of one your products – what should I do?

How to pay

How do I pay for my order?
How do I set up a trade account so I can pay my bill monthly?
How do I set up a direct debit?
I’ve paid by BACS transfer. Where should I send my remittance advice?
I’m waiting for a refund – when will I get it?

Questions & Answers:

• Who is my local sales executive?
Please contact us at your nearest telesales office to speak a member of our sales team.

  • Telesales North: 0844 499 3311
  • Telesales South: 0845 437 9593
  • Telesales Scotland: 01698 844 884

• How do I open a new account?
To open a new account you will need to see your local sales executive. Please contact us at your nearest telesales office to arrange an appointment.

  • Telesales North: 0844 499 3311
  • Telesales South: 0845 437 9593
  • Telesales Scotland: 01698 844 884

• Where can I get a copy of your latest catalogue?
You can get one from your local sales executive – click here for contact details. Or you can view all of our products online here.

• Where can I see your latest products?
Take a look at our New Products page.

• Where can I get a copy of your full Terms & Conditions?
You can find our Terms & Conditions here.

• Do you supply equipment on loan?
Unfortunately we don’t. But we do sell new and refurbished equipment. Your local sales representative will be able to tell you more – you can find your nearest one in this PDF.

• How can I place my order?
There are three ways, by:

• What details will I need to order?
You will need your account number or log in, name or order number, delivery date and order (including the product codes and quantities).

• Do you have a minimum order value?

  • For deliveries under £30 in major cities, a £5 surchsrge will apply
  • For deliveries under £50 in areas outside major cities, a £5 surcharge will apply

• What time do I need to order before?
If you’d like to receive your order the following working day, you’ll need to place it before 17:30.

• I want to buy a product but you don’t stock it.
We’re always open to new ideas and suggestions. So, if we don’t stock what you’re looking for – please let us know here.

• What days do you deliver?
We deliver six days a week. To find out which days we visit your area, please call our customer helpline on 0844 499 3311 – or visit your online ordering account.

• What are your opening hours/delivery dates over the bank holiday period?
Take a look at the News page of our website.

• When can I expect my delivery?
We deliver all day until 4pm. However, we can’t give out specific delivery times. But, if you’re wondering where your order is, please call our customer helpline after 2pm on

  • Telesales North: 0844 499 3311
  • Telesales South: 0845 437 9593
  • Telesales Scotland: 01698 844 884

• What if something’s missing from my order?
Please call our customer helpline on 0844 499 3311. We’ll contact the depot or driver to check whether the products are still on the lorry and, if possible, will re-deliver the same day. If this isn’t possible, we’ll re-order the item for you and reorganise delivery.

• I’ve received my order and have signed for it. But now I’ve realised that it’s wrong. What do I do?
Unfortunately, once you’ve signed for your order, we can’t change it. So it’s important that you check everything is ok before you sign. You can read more about this in our Terms & Conditions – please visit section 6.

If you would still like to speak to us, please call our customer helpline on 0844 499 3311.

• I’m not 100% happy with the quality of one your products – what should I do?
Our dedication to quality should shine through in everything we make. So if you’re not completely satisfied, please call our complaints team on - 

  • Telesales North: 0844 499 3311
  • Telesales South: 0845 437 9593
  • Telesales Scotland: 01698 844 884

• How do I pay for my order?
There are many ways to pay:
1. Cash on delivery
2. Trade account – find out more
3. Direct Debit – download our form
4. BACS – contact our Credit Control Department on 0208 917 9652
5. Cheque – send it to: Credit Control Department, Delice de France Ltd, Delice House, 149 Brent Road, Southall, Middlesex, UB2 5LJ

You can also pay by credit card when you place your order online, over the phone on 0208 917 9652 – or by visiting www.paydelicedefrance.com

• How do I set up a trade account so I can pay my bill monthly?
You will need to fill in our Credit Application form. Then post it to: Credit Control Department, Delice de France Ltd, Delice House, 149 Brent Road, Southall, Middlesex, UB2 5LJ

• How do I set up a direct debit?
You’ll need to download, print and complete our Direct Debit form.Then post it to: Credit Control Department, Delice de France Ltd, Delice House, 149 Brent Road, Southall, Middlesex, UB2 5LJ

• I’ve paid by BACS transfer. Where should I send my remittance advice?

Please send a record of the invoices and payments you’re making to salesledger@iaws.ie

• I’m waiting for a refund – when will I get it?
It will take approximately 10 days for refunds to reach your account. If you still haven’t received your refund after 10 days, please call our credit control department 0208 917 9600.