Frequently Asked Questions
DELIVERY
How long will my items take to arrive ?
Our standard delivery time is a next day service which is a free service for orders above £100. Our standard delivery charge is £6.95 inc VAT. Deliveries will usually be made between 8am and 5pm. We cannot however specify a time. Occasionally a delivery may take up to 48 hours. If you require your products sooner than we offer a premium service (pre noon) which is chargeable - we cannot specify a time. Please see our delivery tariff for more details.
If you wish to track your orders please contact us at info@ownbrandtools.com or log onto the carrier’s website with the tracking number which we will advise you of within the despatch confirmation.
Where do you deliver ?
At present we only deliver in the UK and Ireland (including Isle of Wight, Isle of Man and the Scottish Highlands and Islands). We are happy to receive enquiries from any overseas customers. If you wish to email us with any enquiries we will contact you with prices and delivery details. Again contact us through info@ownbrandtools.com
Do you deliver internationally?
At present we only deliver in the UK and Ireland. We are happy to receive enquiries from any overseas customers. If you wish to email us with any enquiries we will contact you with prices and delivery details. Again contact us through info@ownbrandtools.com
Do you deliver internationally?
At present we only deliver in the UK and Ireland. We are happy to receive enquiries from any overseas customers. If you wish to email us with any enquiries we will contact you with prices and delivery details. Again contact us through info@ownbrandtools.com
Do you deliver same day or next day?
We are sorry that we cannot offer a same day service. If you require a next day service please consult our tariff for the details.
Can you deliver to a different address than my billing address?
Yes a change of delivery address is possible. However the process will need to be checked and verified for your security and protection. We will to verify the amended address and have a signed agreement to confirm the amended transaction.
Please contact us through info@ownbrandtools.com stating your order number and the product which you would like to amend. One of our agents will contact you and talk you through the address amendment process. This may delay the delivery of your order.
ACCOUNT MANAGEMENT
I have forgotten my password to access my account with ownbrandtools. What should I do?
If you have forgotten your password please send us an email from your registered email address under the header ‘forgotten password field’. Your password will be sent to your registered email address immediately. Please note that we cannot give out passwords over the phone. We recommend that all users maintain their passwords safely.
How do I pay for my order?
We accept all credit/debit cards which are subject to validation checks and authorisation by the card issuer. We can also accept a bank transfer or a cheque. The order will be sent to you after payment clearance. If you have any questions again contact us through info@ownbrandtools.com
Are the credit card details I used for purchase stored on your website ?
We do not store any of our customers’ credit card information on our system. The entire payment process is handled by our partner PayPal. All the information that you provide during the shopping process is encrypted for your protection. We do not pass your information onto any third party.
What security checks do you have in place to ensure my purchase is valid ?
All credit/debit cards holders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to authorise the transaction then we will not be able to complete the processing of your order – cancelling the transaction and therefore the order.
Do the prices on the website include VAT ?
All of your prices on the website are exclusive of VAT unless stated otherwise.
Can I change or cancel part of my order after placing the order with you ?
Yes it is possible. Please contact us through info@ownbrandtools.com stating your order number and the product which you ordered and which product you would like to replace it with. If the new product is more expensive than the one it is replacing than we will charge you the balance. This may delay the delivery of your order.
Can I add more products after placing the order with you ?
Yes it is possible. Please contact us through info@ownbrandtools.com stating your order number and the product which you would like to order. One of our agents will contact you and talk you through the order amendment process. This may delay the delivery of your order.
What cards do you accept?
We accept all major credit/debit cards through our payment partner PayPal which are subject to validation checks and authorisation by the card issuer. We can also accept a bank transfer or a cheque. The order will be sent to you after payment clearance. If you have any questions again contact us through info@ownbrandtools.com
How secure is your website?
The ownbrandtools website has been developed to support the most secure online purchasing through a Secure Socket Layer (SSL). All information that you provide during the shipping process is encrypted for your protection.
At no point do we receive or store any of your credit card details. All credit card processing is handled by our payment partner PayPal. If you have any questions again contact us through info@ownbrandtools.com
ORDER STATUS
Do I have to register with you to place an order ?
No, but you will need to complete your details to place an order with us. We require a billing/delivery address in order to deliver the goods accurately to you. By supplying your details including your email address we can keep in touch with you and handle any queries or questions more effectively.
How do I track my order ?
You can also contact us through info@ownbrandtools.com regarding tracking issues. If you require any support we will always respond no later than the next working day.
How do I know if I have placed an order with you ?
You will receive an automated email that will be sent to your registered email address. You can also contact us through info@ownbrandtools.com regarding tracking issues. If you require any support we will always respond no later than the next working day.
My order is currently “on hold”. Can you explain what this may mean ?
There may be several reasons for an order being on hold. This may be due to a requested change to the order or the delivery address. You can also contact us through info@ownbrandtools.com stating your order number. If you require any support we will always respond no later than the next working day.
Can I place a phone order ?
You can place a telephone order by calling our dedicated Sales Line. Our sales representatives can offer advice and guidance on product selection if you are unsure. We accept payments from most of the major credit cards. Alternatively please email at info@ownbrandtools.com stating ‘enquiry’ and one of our staff will contact you and talk you through the order process.
However we do not store any of our customers’ credit card information on our system. The entire payment process is handled by our partner PayPal. All the information that you provide during the shopping process is encrypted for your protection.
RETURNS & CANCELLATIONS
How do I return a product to you ?
You will need authorisation via info@ownbrandtools.com to make the appropriate arrangements.
For more details of this policy please refer to our Terms and Conditions (section 15)
What is your cancellation policy ?
You have a statutory right to a “cooling off” period. This period begins once you order is complete and ends 7 days after the goods have been delivered. If you change your mind about the goods within this period, please return them to get sorted for within 7 days of receipt. Goods can only be returned for this reason if their packaging remains unopened and the goods can be resold, as new, without any additional work on the part of get Sorted for. You are responsible for paying shipment costs if goods are returned for this reason.
If you have any questions again contact us through info@ownbrandtools.com with the subject “Cancellation” and your order number along with the items purchased from us.
What do I do if I receive the wrong item or my item is faulty ?
Mistakes do happen and we apologise if this happens. However we will quickly rectify the problem. Please contact us through info@ownbrandtools.com stating your order number and the product which is wrong. One of our staff will contact you and talk you through the order amendment process.
OTHER ENQUIRIES
Do you sell brand new products ?
Ownbrandtools only sell new products only and not any refurbished or returned goods
Do you provide a warranty with your products ?
We are supported by the manufacturer’s warranties and guarantees.
Can I make a B2B order and how do I order ?
We would be happy to supply a B2B order. Please contact us through info@ownbrandtools.com with “Tradesale” in your header and we will be happy to respond.
Do you offer discounts for bulk ordering ?
We would be happy to discuss larger volume enquiries. Please contact us through info@ownbrandtools.com with “Bulk-ordering” in your header and we will be happy to respond.
Do you have a retail store ?
We are purely an on-line retailer. If however you are local to our offices then please contact us through info@ownbrandtools.com with “Personal Collections” in your header and we will be happy to respond.
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With your Own Brand Tool you…
- Promote Your Own Company Name, Logo and Contact Details
- YOU choose where your advertising budget is spent most effectively
- YOU actually place Your Name into the hands of your customers every day!
- Your Company Name is seen and used; It's in the Tool bag and not simply a discarded leaflet or wasted advert.
