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Frequently Asked Questions

Please find below answers to our most frequently asked questions.

When is Roadware open?
We are open to place an order online 24/7, every day of the year.
Office hours are as follows:
Monday till Thursday 9am – 5pm
Friday 9am – 4pm
Saturday and Sunday closed.

How do I contact Roadware?
By phone: 0333 3055118
By email: sales@roadware.co.uk

Ordering Products

When will my order be processed? 
Usually the same day if before 4pm, or next working day if placed in the evening, weekend or a bank holiday.
 
Will a confirmation be issued for an online order? 
Yes, an email confirmation is sent along with a sales invoice upon processing. Confirmation is only sent when payment is successfully received.

Will VAT be added to an order at the checkout? 
Our prices are subject to VAT at the standard rate of 20% if not already included.

Will delivery costs be added to the order total?
We provide free delivery for the majority of our products with it clearly displayed on those applicable.
Generally this covers all street furniture, safety, catering / warehouse and majority of materials handling products..

Traffic management products are generally subject to delivery costs unless free delivery stated on the product.
Pallet costs are between £50 and £75 per single pallet
Melba Swintex bulk traffic management orders over £2100 (ex VAT) are delivered free of charge.
If you’re unsure contact us.

Why do you show a higher crossed out price for some products? 
This is the typical price you would pay if not in bulk quantity or to competitors, it’s to emphasise the saving given by 'Our price'.

So are the prices shown the UK's best value? 
That's our aim, but with so many lines it's sometimes hard to guarantee it!

But I've found a lower price elsewhere? 
Wherever possible we'll do our best to match or beat it!
Contact us on 0333 3055118 or sales@roadware.co.uk

Making Payment

What payment methods are accepted for secure online orders? 
Visa,MasterCard and American Express credit / debit cards..
PayPal.
Cheque.
BACS payment directly into our bank account.

I need to set up an account to arrange for my accounts department to sort payment? 
Not a problem.
Order your products in the usual way online and select BACS payment option and save your details to set up an account with us. 
All order details will then be emailed to you to pass onto your accounts department. 
You can also use this account to order any additional items at a later date if required.
 
What payment methods are accepted for telephone orders? 
We currently take payment by credit / debit card, PayPal email money transfer request link, invoice for BACS or to send a cheque to us.

When will a card payment be processed? 
Payment is authorised upon placing an order.

Are there any surcharges for a credit card payment? 
No, we do not make or take any surcharges.

Security

So is it safe to order online and provide card details? 
Yes, your details would be captured securely using Stripe or PayPal.
Our website is also SSL certified.
 
Will the details remain stored upon the server indefinitely? 
We don’t store your payment details, only the transaction number.

Will my name and address details be passed to any other organisation? 
These details are used for order fulfilment / delivery only.
We do not pass on such details for any marketing purposes.

If I sign up for the newsletter and / or create an account? 
We use these details to email offers from time to time or notify you of new product lines we have added to the site.

Delivery

Delivery contact details. 
We require full name, address and phone number (ideally mobile).
Courier companies generally only contact if they have an issuer on the day such as can't find your address or no one is present onsite.

It is your responsibility to ensure these are correct and the site can be accessed. Failure to deliver due to no access may incur re-delivery charges.

Do you deliver throughout the UK Mainland? 
Yes, throughout the majority of mainland England, Wales and Scotland as per our delivery and returns page.
 
Are there any exceptions? 
Unfortunately for some distant locations there is a surcharge applied by the delivery network. See our delivery page for full specific details.
As a rule of thumb we would need to arrange with manufacturers for the following locations: IV – all post codes. KW1 – 14. PA34, PA37 – 39. PH19 – 40, PH49 – 50. PH41 Sector 4. Scottish Highlands, Northern Ireland, IOM, IOW etc

So can you deliver to Ireland, Isle of Wight / Man or the Channel Islands etc? 
Yes, please contact us advising your exact location and product(s) of interest so we check delivery rates.

How about an export / international order?
We can arrange for products to be delivered outside of the UK.
If this is of interest please contact us.

Why are delivery periods quoted in working days? 
Our delivery network and manufacturers work this way, therefore it makes sense we pass on their timescales in good faith.

A delivery period says "typically 5 working days" (for example).
How accurate is this?
 
We update these timescales based on manufacturer recommendation. 
The information is as accurate as possible at time however delivery may be slightly sooner or later than this depending on stock availability / high demand.
If a product is urgent it may be better to contact us to ensure we meet your expectations.

So how will I know when the delivery will be? 
We advise via email usually at least a day in advance of delivery.

What happens if I cannot accept the date given? 
Not a problem, advise us that a revised date is required or advise a colleague to accept on your behalf.

Can a weekend delivery be accommodated? 
Our delivery network generally worked Monday to Friday only.
Occasionally we can request weekend delivery however there would be an additional cost to do so.

Can a delivery time slot be agreed? 
Only at a courier’s discretion. Ask when being contacted with delivery date.

Does someone need to sign for the product on delivery? 
Yes, to ensure the product is correct, in good condition and acceptable.

But I won’t be available myself for the delivery? 
Either ensure someone can sign on your behalf or ask us for an alternative delivery date in advance.

The delivery period has passed and the goods have not been delivered?
Contact straight away.
A manufacturing or delivery issue may exist which we're unaware of.

Something is broken or missing? 
In this unlikely event please contact ASAP so that we can rectify any issues.
A photo of a broken item will be required.

Failed delivery due to no one on site. 
Unfortunately we sometimes have to pass on the cost of re-delivery depending on the courier used.