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Frequently Asked Questions

Do you charge for delivery?

Delivery is free for all orders over £100 (ex VAT). A small charge of £4.99 is added to orders under this for orders on mainland UK via our standard delivery service. For orders totalling between £100 - £150, standard delivery is FREE and orders over £150 include FREE next Working Day Delivery. This excludes the Scottish Highlands, Northern Ireland and Channel Islands/Isle of Man, where the total delivery charge for these areas is £20, and delivery may take 2 working days longer that your selected option. Unfortunately we don’t offer delivery to those outside the UK.  

Order Value Standard (1-5 Working Days) Next Working Day Next Working Day B4 12 Next Working Day B4 10.30 Saturday Delivery
Less than £100 £4.99 £6.99 £11.99 £18.99 £18.99
£100 - £150 Free £6.99 £11.99 £18.99 £18.99
Over £150 Free Free £11.99 £18.99 £18.99

Who will be delivering my parcel?

We currently use a selection of carrier partners to deliver our products; these include DPD, Royal Mail, and DHL. Find more information on Delivery Options here.

How long will my order take?

We aim to despatch all in stock orders the same day if placed before 2.00pm. If placed via our standard delivery service, these should arrive within 5 working days* from when you submit your order, but often arrive within 2-3 working days.  Orders placed for next day or premium delivery options arrive the next working day* if placed before 12noon and in stock.  *We try our hardest to meet all delivery times, but, sometimes, there may be delays that we can’t avoid, especially during busy periods. There might also be other factors, too… things like postal/delivery partner delays, traffic delays, logistics, bad weather or if our delivery partners are unable to access the delivery address.

We'll keep you as updated throughout and you should be able to track your parcel’s progress online. Please see the checkout page for up-to-date estimates of delivery and cut-off times, as occasionally (e.g., the reasons above) these delivery services may not be available, or order cut-off times may need to be amended and/or delivery times may need to be extended. However, we'll always work hard to keep these temporary changes to a minimum.

We can't be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the delivery partner. If you have any other issues, feel free to contact our Customer Service Department.

Can I Track my parcel? 

If shipped via our Standard 1-5 day delivery option depending on our delivery partner, you may be able to track your order and receive an estimated time of arrival. Our Standard delivery options depend on the size, weight and value of your order. Most orders will leave us via DPD whom provide up to date tracking information throughout the delivery processes. Some larger orders may leave us on on pallets and thus there is less tracking abilities as standard. In this case please contact customer services for the latest delivery update.

Next Day and Premium Delivery Options

Delivery is fully tracked, and delivery notifications via SMS and email are provided by our delivery partners (if you have provided both pieces on contact information). We'll email you a link to your tracking information once your parcel has been shipped from our warehouse. 

What happens on the delivery day?

A signature may be required on receipt.

Dependent on the delivery partner, you might be presented with additional delivery features including specified delivery window slots and follow my parcel GPS tracking, so you'll know exactly when to expect your delivery and the location of your order - just keep an eye on your tracking, or for an email from our delivery partner, for the latest updates.

If you're not available to accept delivery of your parcel, our delivery partner will leave a calling card advising if your parcel has been delivered to a safe location, left with a neighbour or how to arrange collection.  If this is not appropriate they will attempt to deliver the order the following day.

After two failed attempts you will need to contact the courier using the details on the contact card to arrange collection or a new delivery date.

Deliveries are between 8:00am and 6:30pm Monday - Friday, premium deliveries are before the time selected and weekend deliveries are between 9:00am and 5:00pm. 

What shall I do if my order hasn’t been delivered yet?

Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive.

You’ll be able to get the latest updates on your order by clicking the tracking link in your shipping confirmation email / courier notification email. 

Your tracking link will be able to provide up to date information on the status of your order.

If your estimated delivery date has passed and you haven’t received your order, please get in touch with us to discuss your order. For standard delivery items, please allow up to 5 working days before contacting us. 

How can I pay?

We accept all major credit and debit cards, or you can apply for a Trade Credit Account. You can request more information about our Trade+ Account here

I can’t see what I’m looking for. Do you supply it?

Probably! If its Safety Gloves, Safety Eyewear, Respiratory Protection, Hearing Protection, Head Protection, Workwear and Hi-Vis, or Work At Height Equipment, we can usually supply it - or provide you with a suitable alternative. If you need help with your order, you can contact one of our helpful, informative and friendly team anytime between 9am to 5pm Monday to Thursday (9am-4pm on a Friday) call us on 01902 870772 or email customercare@safetyfix.co.uk  

I forgot to order one of the products I wanted, can I add it to my order?

We send orders to the warehouse as soon as they have been submitted to ensure that our fulfillment times are as fast as possible, which means that we can't make any changes to your order once its been placed - this includes changing the product, delivery or payment details. 

Can I send items to more than one delivery address? 

Unfortunately, we can only deliver your order to one address. If you’d like to send items to different addresses, you’ll need to create a separate order for each address. If you have any queries about your delivery or need help placing your order, please get in touch.

Do you provide samples?

Unfortunately we’re unable to provide samples of our products. If you would like to discuss sampling for a large order, or need to see the product before placing the order, our customer service team will be happy to talk you through your requirements and see how we can help. You can contact us here 

Do you offer a Credit Account Facility?

We're working flat out with our new SX Trade+ accounts! If you regularly order from us and meet our credit check requirements, we will be able to offer you a tailored 30 day credit account with some great benefits and features. We like to call it SX Trade+.

The benefits of opening an account with us include:
Convenient ordering with no payment up front
Special SX Trade+ Pricing 
30 days credit from end of month
Simple application process
24 hour account set up.
Dedicated Account Manager

How to open a Trade Account

When it's ready, opening a SX Trade+ account with Safetyfix will be simple. Please check back soon!

All accounts are available subject to status and credit checks.

Minimum order and certain restrictions may apply. Please contact us for details. 

Where do I find size guides or care instructions?

Due to the fact we stock items from a wide range of suppliers, we don't have one generic size guide on our site. However we are committed to providing you with the latest size guides which are given to us by each brand/supplier and these are available to view here. 

For more about size guides, care instructions and where you can find them on our site, simply click here: Size Guides Explained.

What is your returns policy?

Though we hope that you will never need to return anything, should you need to do so, we aim to make it as simple as possible to exchange or refund your purchase. This page ‘Our Returns Procedure’ aims to tell you all you need to know, please note your statutory rights are not affected by this guidance.

If you have not requested a return within 14 days of receiving your order, we will have assumed you are keeping the goods and will not authorise a return.

Where can I view your company terms and conditions?

You can find a dedicated page on our site to explain our basic terms and conditions and returns policy here: Terms & Conditions.

I don’t want to create an account; do I need to have an account to place an order with you?

Yes, to shop with us you need to register an account. Your details are safe with us and we don't pass them on to any third party marketeers.
Wondering about the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also save other addresses, create favourites, see your previous orders, track the status of your order, and we’ll send you exclusive offers every now and then, too.

I emailed you but nobody’s replied!

We’re sorry that you haven’t received a reply yet, we know it’s frustrating.
Have you checked your email junk folder? Sometimes emails from us are automatically filed in your junk folder (depending upon the email provider you use, this folder may be called ‘spam’) so it’s worth checking there.

We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this. Please get in touch again and we’ll do our best to solve the problem.
 

Can’t find anything that relates to your query? 

If you are in any doubt about anything else, please do not hesitate to contact us!
Email: customercare@safetyfix.co.uk
Phone Customer Services on 01902 870 772

Can I change my order after it has been placed?

We send orders to the warehouse as soon as they have been submitted to ensure that our fulfillment times are as fast as possible, which means that we can't make any changes to your order once its been placed - this includes changing the product, delivery or payment details. 

Can I cancel my order after it has been placed?

Please call our Customer Services Team on +01902 870 772 and we will advise you on what we are able to do for you. We have a limited time-frame to cancel your order as we send orders to the warehouse as soon as they have been submitted to ensure that our fulfillment times are as fast as possible. If it's too late for Customer Services to cancel your order then you can either refuse the delivery (request that the courier return to sender) or you can arrange for the order to be returned to us. Upon receipt of the return we will issue you with a refund (providing the returned item and packaging is received in 'as new' condition). The refund will be made through the same method that was used for the original payment.

If you wish to cancel your order under the UK Consumer Contracts Regulations 2013, please see our Terms and Conditions.

My Coupon code isn't working.

Your coupon/voucher code needs to be redeemed when you are in the checkout. If the coupon code is not recognised, you can follow these steps to see if this helps:
Be careful if you copy & paste the code as this adds a space at the end - this space needs to be deleted.
- Coupon codes are case sensitive
- Make sure you've entered the coupon code exactly as it appears, check spacing, character errors and/or spelling mistakes.
- Make sure the coupon applies to at least one item in your basket - not all items are eligible. Check the Terms & Conditions of the coupon to make sure your order meets the requirements.
- Unless otherwise stated, Promotions & Coupons will not apply to any products fulfilled by our partners.
If you're still having any difficulty redeeming your coupon, please contact our Customer Service team at customersesrvices@safetyfix.co.uk or call us on 01902 870772 and we'll be happy to assist.

What should I do if I receive the wrong item?

We're really sorry if we have sent you the wrong item.
Please contact our Customer Service team at customercare@safetyfix.com or call us on 01902 870 772 and we will help with getting a replacement to you as quickly as possible along with helping with the return of the incorrect item.

I'm missing an item from my order - what do I do?

Sometimes we don't send everything you've ordered at the same time, so first of all please check your dispatch emails from us to see if any of your items are 'to follow'.
If the dispatch note says an item should be in your parcel but it isn't, please contact our Customer Service team at customercare@safetyfix.com or call us on 01902 870 772 and we will be happy to help resolve this issue as quickly as we can.

My parcel arrived damaged - what should I do?

We hope that the items you ordered arrived intact and in perfect condition. If the outer packaging of your parcel is open or damaged and you are able to, we suggest you check all items are present and correct before accepting the parcel. If there are any damaged items then you can refuse delivery.

If the damage only affects your parcel and you would still like to return something from that order, you can use any packing material for the return.
Please make you contact us and we’ll send you the relevant documents to include in your return. Please contact our Customer Service team at customercare@safetyfix.com or call us on 01902 870 772. 

What happens if the price of a product has changed after I've ordered it?

Price reduction decisions are not always made in advance, e.g. Flash Sales, so if you notice a price has been reduced after your order has been confirmed but before you have received it, please contact us to discuss your order. If a price is reduced after you have received your order, then unfortunately, we will not refund the difference.