Frequently Asked Questions

The Metal Store Frequently Asked Questions

Ordering

1. How do I order?
You can order online 24 hours a day or you can speak to one of our sales team within office hours (8am to 5pm, Monday to Thursday and 8am - 4.30pm on Friday) on 01274 875 479 or order by email on [email protected].

2. If I have a question can I speak to someone?
Yes.  Simply call 01274 875 479 during office hours, which are currently, Monday to Thursday  8am – 4am and 8am to 4.30pm on Friday we will do our very best to help you with your query, order or answer any specific questions you may have.

3. Is there a minimum order?
No.  There is no minimum order, we are equipped to supply anything from one piece of metal to a whole truckload.  We work with all types of customers from large building contract suppliers to individuals fitting hand railing to motor sport teams and charities.

We offer free next day delivery on all orders over £150 and competitive rates for delivery for orders under £150.  We also offer same day pick up (subject to availability) at our trade counter. 

4. What is the minimum quantity I can purchase?
By Carrier
One piece – up to 6 metres long and up to 90kg in any one single piece, remember any order over £70 qualifies for free delivery.
By Van
This is by special arrangement for large orders, please contact us regarding this.

5.  If I can’t find the product on your website I want what can I do?
Either e mail us at [email protected] or give us a call on 01274 875 479 with your requirements, and we will do our best to find it for you.

6. Do I get a copy of my order?
Yes.  This is emailed to you as soon as you place your order, along with a copy of your VAT invoice as an attachment.

7. Can I make changes to my order after I have placed it?     

Yes, please let us know as soon as possible as orders are processed usually the same day.  Call us on 01274 875 479 or email [email protected].  Please have your original order number to hand so we can quickly trace your order and also a debit or credit card if you are increasing your order.

Payments

1. What payment methods do you accept?
Our secure online payment facilities are provided by PayPal and Stripe, you can also pay by BACS or by phone.

You can choose which of these secure methods of payment suits you best when you go to checkout online.

Stripe accepts all major credit and debit cards. You do not have to enter your card details every time once you have an account.  They don't share your purchase history or full credit card number with us.

PayPal is a safer, faster, secure way to pay online – your financial details are never shared.  Please ensure your address details are correct on your Paypal account, if you use Paypal Express to pay for your goods, your address details held by Paypal will be used to process your order.

We also accept the following methods of payment:

Card Payments over the phone - please enter your order online and click on the PHONE link in the checkout page and we will telephone you to take your card details.

Internet banking – please enter your order online and click on the BACS box, where you will find our bank details.

Chip and Pin – you can pay using your card at our trade counter

Cheque - please post your cheque to:
Brook Mill
Hightown Road
Cleckheaton
West Yorkshire
BD19 5JS

Please note there is a 7 day lead time on cheque payments to allow your cheque to clear.

5. Can I make changes to the delivery details after I’ve placed my order?
Yes.  Call us on 01274 875 479 or email [email protected].  Please have your original order number to hand so we can quickly trace your order.

6. I have put the incorrect details on when I ordered online can I change who the invoice is made out to?
Yes, either email us at [email protected] or telephone us on 01274 875 479 with your original order number and let us have the correct details and we will amend your invoice and resend it to you.

7.  I have mislaid the invoice you sent me, can I get another copy?
Yes, either log into your account online or email us at [email protected]  or telephone us on 01274 875 479 and we will resend your invoice to the email address provided when checking out.

Delivery

1. When can I expect delivery?
Our standard delivery process is as follows:

• We aim to deliver all products on your specified day, depending on availability. Occasionally there may be a small delay if the carrier is unable to deliver.
• We will email you to let you know your order has been shipped and how to track it’s progress.
• We will contact you by email or by telephone to advise when you can expect delivery
• if it is likely to be more than 3 days.
• Delivery prices vary according to the delivery address in the UK.
• You can select your delivery area in the checkout process and see the price.
• REMEMBER! All orders over £150 (excluding VAT) qualify for FREE delivery to England, Wales, and Central Scotland.
• All orders £250 (excluding VAT) qualify for FREE delivery to The Scottish Highlands

2. What are the delivery charges?
For orders under £150 our delivery charges are as follows:

• England and Wales £12.25 + vat = £14.70
• Central Scotland £27.00 + vat = £32.40
• Isle of Wight £20.00 + vat = £24.00
• Highlands of Scotland £35.00 + vat = £42.00
• Northern Ireland £38.50 + vat = £46.20
• Republic of Ireland £38.50 + vat = £46.20
• Scottish Islands £48.50 + vat = £58.20
• Isle of Man £66.50 + vat = £79.80
• Dublin £55.50 + vat = £66.60
• Isles of Scilly £68.50 + vat = £82.20
• Channel Islands £68.50 + vat = £82.20

3. What Postcodes are classed as the Highlands of Scotland and Scottish Islands?

Postcodes classed as the Highlands of Scotand - IV1 1, IV1 2, IV1 3, IV10 8, IV11 8, IV12 4, IV12 5, IV13 7, IV14 9, IV15 9, IV16 9, IV17 0, IV18 0, IV19 1, IV2 1,IV2 3, IV2 4, IV2 5, IV2 6, IV2 7, IV20 1, IV21 2, IV 22 2, IV23 2, IV24 3, IV25 3, IV26 2, IV27 4, IV28 3, IV3 5, IV3 6, IV3 8, IV36 0, IV4 7, IV40 8, IV42 8, IV52 8, IV53 8, IV54 8, IV6 7, IV63 6, IV63 7, IV7 8, IV8 8, IV9 8, KW1 4, KW1 5, KW10 6, KW11 6, KW12 6, KW13 6, KW14 7, KW14 8, KW2 6, KW3 6, KW5 6, KW6 6, KW7 6, KW8 6, KW9 6, PA36 4, PA38 4, PA39 4, PA40 4, PA50 4, PH19 1, PH20 1, PH21 1, PH22 1, PH23 3, PH24 3, PH25 3, PH26 3, PH30 4, PH31 4, PH32 4, PH33 6, PH33 7, PH34 4, PH35 4, PH36 4, PH37 4, PH38 4, PH39 4, PH40 4, PH41 2, PH41 4, PH49 4, PH50 4.

Postcodes classed as the Scottish Islands - HS1 - HS9, IV40 - IV56, KA27, KA28, KW1 (some), KW15 - KW17, PA20, PA41, PA42 - PA49, PA60, PA61, PA34, PA62 - PA76, PA77, PA78, PH41 - PH44.

Postcodes not listed above are classed as Central Scotland.

4. Can I request a specific delivery date and time?
Yes.  We can provide a specific day for delivery and at an additional cost an A.M. or pre 10.30am delivery.  Please contact us for a quote, the cost will vary depending upon the weight of your consignment and the area to which you want it delivered.

5. Can I request a specific delivery date and time to Scotland?
Some Scottish postcodes including the Scottish Islands, Isles of Scilly and the Channel Islands are NOT available for next day delivery and will be delivered up to 72 hours after dispatch.  If you require delivery to the Shetland Islands please contact us.

6. Can I collect my order?
Yes.  You can collect for FREE from our Cleckheaton premises. Your order is likely to be available on the third working day after being placed. Please check availability before making the trip to our premises.

Office and Collection address:
Brook Mill
Hightown Road
Cleckheaton
West Yorkshire
BD19 5JS

8. Who will deliver my order?
Our main distribution is undertaken by a nationwide delivery service, who offer a next day service to most of the UK.

9. How will it be packaged?
If you have ordered lengths of metal these will be packaged in plastic wrap, if you have ordered sheets of mild steel these are dispatched with cardboard edge protection and thin play and are wrapped in plastic film, if you have ordered aluminium or stainless steel these are taped to MDF board prior to being wrapped in plastic film, all orders are securely packaged in to prevent damage.

10. Can I return items if I am not satisfied or have received the wrong goods?
Yes. 

• All returns MUST be made within 14 days of receipt of goods.
• If you wish to return an item for any reason except being faulty, we will only accept standard size items that are on our current stock list, any specially cut steel to your sizes can not be returned.
• If you wish to return an item to us please contact Customer Services BEFORE returning any item, who will discuss this with you.
• We are sorry but we can not accept any returns of specially made items i.e. steel cut to a special size or laser cutting or plasma cutting as these have been made to your design.
• Please be aware that unless the item is faulty or an incorrect item has been sent, should you wish to return an item, the cost of the returning it to us will be at your own cost and we will not accept any items that have been used, cut, damaged and are not in a re-saleable condition.
• Customer Services will advise you of cost of returning an item to us through our carrier BEFORE we will arrange collection from you.
• Any items returned to us in a damaged state and are not able to be resold will not be refunded.
• All returns must show on the outer packaging our returns number, that will be given to you by our Customer Services team.
• This does not apply to sourced goods, please the Sourced Goods Section.

11. What do I do if I haven’t received my items?
Once your items have been dispatched we will notify you by email and provide the consignment number so you can track your item.  Please allow 2-3 working days for DX Carriers or DPD to deliver your goods, in Scotland please allow up to 5-7 working days especially if you live in a remote area.  If you still haven’t received your goods within these timescales please either give us a call on 01274 875 479 and we will investigate your consignment.

12. Can you tell me what time my goods will be delivered?
DX Carriers are unable to give us a time that they will deliver to you, however if you haven’t received your goods by around 1pm, you can ring them directly on 0113 270 2277 and they will be then able to give you an estimated time. DPD will test you details regarding your delivery and an approximate delivery window.

13.  What happens if I am not in when my goods are delivered?
If you are not in when DX Carriers or DPD attempt a delivery, if you have requested to leave goods safe, they will leave them if they feel it is safe to do so and take a photo as evidence they have left the consignment.  If they feel that the goods can not be left for security reasons they will post a card through your door and will try to deliver another time.  If you know you will not be available to take delivery, please advise us if there is a safe place to leave them or a neighbour who will take delivery on your behalf.

14.  What should I do if my goods are damaged?
All orders are checked for quality prior to packing and shipping, in the unlikely event that your goods are delivered damaged.  Please sign the delivery note as DAMAGED; if the damage is apparent.  We will ask you to take a photograph of the damaged items, and email this to us at [email protected] we will be unable to process your claim for damage if you are unable to send photographic evidence as this is required for insurance purposes.  We will ring you to discuss your claim and may arrange for the damaged items to be collected and returned to us. 

15. What should I do if some items are missing?
In the unlikely event that you find some items to be missing from your order, please contact us on 01274 875 479 or email us at [email protected]  all orders are double checked prior to leaving us by our picking team.  Occasionally if your order consists of several packages the carrier may, due processing high volumes inadvertently dispatch a parcel to the wrong depot, this means that you may receive the “missing” package the next working day.

16.  My consignment consists of several packages why have my parcels been delivered by two different drivers on the same day.
This can be due to one of two reasons: two vans are being used to deliver in your area due to high volumes of packages on a particular day or that one small van is being used and one large van for 6 metre lengths is being used and that your packages have been separated due to the size.

17. Delivery of my consignment was attempted whilst I was out, I am now going to be in for the rest of the day can I have my package redelivered today?
DX Carriers or DPD may try to redeliver on the same day if they are back in your area, but we can not guarantee this, alternatively they will attempt a redelivery the next working day.  If you are not going to be in to take delivery of your package, please contact us to arrange to have the package left at an alternate location. 

18.  I need my order urgently what can I do?
If you could order your goods as early as possible as this give us the maximum time to arrange your delivery we will do our very best to get them to you as soon as possible, all “standard delivery” orders are dispatched on a “next day” delivery, this means next working day, not including Saturdays.  If you place your order online please telephone us on 01274 875 479 to make us aware this is required as a PRIORITY.  All orders are sent out as standard delivery, unless an additional cost is paid for a specific timed delivery, either AM or pre 10.30am however we can not guarantee that you will receive your order next day.  Saturday delivery, Pre 10.30am and Morning deliveries are available at an additional cost dependant on the weight of your parcel, please contact us for a quote.  Alternatively you can collect from us from our trade counter [email protected] or 01274 875 479.

Contacting us

1. How can I contact you?
Please contact us by the following methods.
If you choose the correct email address, your query will go straight to the right department to be dealt with:

Email sales: [email protected]
Customer Service enquiries:

Telephone: 01274 875 479

Office and Collection address:

Brook Mill
Hightown Road
Cleckheaton
West Yorkshire
BD19 5JS

Office Opening Hours:

• Monday - 8.30am to 5pm
• Tuesday to Thursday  - 8am to 5pm
• Friday - 8am to 4.30pm
• Saturday  - Closed
• Sunday  - Closed

Remember: You can order online 24 hours a day!


Cutting Service
1. What falls within your FREE Metal Cutting Service?
A FREE basic metal cutting service is available for either one off’s or large quantities. You may want your 3 metre lengths cut to 1 metre lengths, for example, or an exact bespoke size, ready for your project, if so, we can help, for FREE!  Simply complete your order on line and then at the checoukt you'll see a comments box. Just type in your cutting requirements and any other special comments and that's it!
Please note: There is a maximum of unlimited FREE cuts per length ordered.
If you are ordering by phone you can tell us your cutting requirements and any special instructions and then confirm them by email here [email protected]

2.    Other Metal Cutting Services – Can I get a quotation?
Yes.
Laser Cutting – We can arrange your laser cutting needs, working to plus or minus 0.25mm tolerances from any materials – please email a drawing and we can quote for your requirements.
Profile Cutting – A cost effective option for your mild steel cutting, not quite as accurate as laser but much cheaper, profile cutting works on a tolerance of plus or minus 1.0mm again send us a drawing and we will quote for your requirements.
Email your drawing here: [email protected]


Privacy Information

1.    What is your privacy policy?

This privacy policy sets out how www.themetalstore.co.uk uses and protects any information that you give us when you use our website. If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect. themetalstore.co.uk is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. themetalstore.co.uk may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from January 2011.

2. What information do you collect?We may collect the following information:

• Login Details to our website
• Contact information including email address, postal address and nameDemographic information such as postcode, preferences and interests
• Other information relevant to customer surveys and/or offers

3. What do you do with the information?

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.
• To send you any products or materials ordered.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information  which we think you may find interesting using the email address which you have provided.
• From time to time, we may also use your information to contact you for market research purposes.
• We may contact you by email, phone, fax or mail.
• We may use the information to customise the website according to your interests.

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online and we never sell any information to third parties. The only time we may pass on your name and address is to coordinate delivery of any items purchased from us.?

4. Do you use cookies?

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

5. How do we control your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

• If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at [email protected]

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to themetalstore.co.uk, Brook Mill, Hightown Road, Cleckheaton, West Yorkshire, BD19 5JS.