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Help Centre - All FAQ's

Useful Information for first time Visitors

What happens after I submit my order?

For BACs, credit card and Paypal payments:

As soon as your order has been processed, you will receive an email confirmation containing the details of your order, plus a VAT invoice. If you notice anything in the order confirmation that isn’t how you expected it, contact us right away, so we can make it right.

Track the status of your order online here.

Paying by cheque or pro-forma? You’ll receive an email confirmation, and your order will be dispatched once payment has been received.

Company Credit Accounts and Public Sector:

We offer 30 day payment terms on company credit accounts as well as instant credits for public sector organisations, including state schools, Government departments and the NHS. Placing your order with us is quick and simple as your order is processed straight away.

Interested in becoming a credit account holder? Click here to apply for credit.

Does Barriers Direct hold industry-recognised accreditations?

Barriers Direct is proud to be an ISO 9001:2015 certified company. Since 1997 we’ve held firm on our commitment to delivering great products, fast efficient service and high customer satisfaction.

We also hold a gold membership with Constructionline, the UK’s leading procurement and supply chain management scheme.

With years of expertise in installing safety and security equipment, our proficient installation team is well-versed in fitting specialised driveway gates, automatic gates, and cantilever sliding gates. Our GateSafe® and SafeContractor™ accredited fitters, who are also members of the DHF, undergo comprehensive training to ensure that the assembly of your security and safety products aligns with industry standards and regulations. This guarantees that your installation is not only secure but also complies with relevant safety guidelines.

Find out more about our installation service here.

Many of the high quality products we sell also come with industry recognised accreditations, including PAS 68 crashed rated bollards and Sold Secure approved security products.

What is your privacy policy?

We are fully committed to protecting and respecting your privacy.

Please view our Privacy Policy for full details on how and why we collect, store, use and share your personal data.

How do you manage cookies?

The Barriers Direct website uses a number of cookies to enhance the user experience for visitors. You can choose to accept or decline the use of cookies by modifying the appropriate settings on our Cookie Policy page, or on the pop up when visiting our site.

We are currently operating an “implied consent” policy which means that you are deemed to consent to our use of cookies when you place an order with us. Please view our Privacy Policy for full details.

Product Enquiry

Can you send me a brochure of the products you sell?

Barriers Direct is proud to be a paperless company - keeping our overheads down ensures cost savings can be passed onto our customers through great, competitive pricing. This means unfortunately we are unable to offer product brochures.

Our sales team can guide you through your decision making process and help answer any questions you might have. Get in touch with us today to see how we can help you.

My product requires keys; can I order extra copies?

In most cases we are able to arrange extra copies of keys. Alternatively, some keys can be copied for convenience via your local locksmith.

To arrange additional sets of keys via our team, please contact us via email at [email protected] or by telephone 01279 933019 to arrange copies, quoting your order number.

Can my products be keyed alike?

If this option is available, you will be able to select it on the individual product page when you are ready to place your order. Alternatively, many keys are suitable for copying by your local locksmith for convenience.

If you need any help please do contact us by email at [email protected] or by telephone 01279 933019.

What warranty will I receive with my order?

Barriers Direct is able to offer a free manufacturers’ 1 year warranty as standard on all products sold, whereas some products offer extended warranties of up to 10 years. We also match this warranty to cover all installation services offered.

This warranty guarantees that all products are free from material defects in design, material and workmanship, are of satisfactory quality and fit for any purpose held out by us, or your money back provided you inform us during the warranty period that a product does not meet the standard.

If your product fails its warranty

We will liaise with you regarding the collection of the item and on satisfactory inspection will repair, replace the defective products, or refund the price of the defective products in full.

See ‘Warranties and Manufacturer’s Guarantees’ for further information in our Warranty Terms & Conditions.

Do you offer an installation / fitting service?

We are pleased to offer a high quality, nationwide fitting and installation service on many of our products. Our core installation service covers (but is not limited to) the following:

Automatic products
Driveway Gates
Garden Gates and Side Gates
Automatic Gates
Parking Posts

Check out our Installation page for more information, or get in touch with the team today: [email protected].

Where can I get advice on fitting and installation of my product?

The item’s product page should have information about fitting and install.

For further help and advice please get in touch with our installation team who would be happy to help you on 01256 597 778 or [email protected].

Don’t forget we can also carry out installation work for you! See our Installation page for more information.

How much does installation cost?

Installation prices will vary depending on a number of factors, including the quantity of items being installed, the ground conditions, and whether redundant fittings will need removing prior to the install. The location of your installation may also affect the price.

If you are interested in obtaining a quote, please get in touch with our installation team who will be happy to run through your requirements:

Phone number: 01256 597 778
Email address: [email protected]

Looking for information on bollard installations?
Please visit our Bollard Installation Price Guide blog article which contains useful information.

How do I get a bulk discount?

At Barriers Direct we provide discounts when you buy certain quantities of the same products - please see the product pages for more information.

Bulk discounts can be up to 30% off the standard price and cannot be used in conjunction with any other offers from Barriers Direct. For larger quantities than those stipulated please contact our Specialist Sales team at [email protected] .

I need a copy of the product manual or installation guide - where can I get hold of this?

We have a number of product manuals and installation guides available on the page of the product you are interested in. If you cannot find the information you’re looking for, please don’t hesitate to get in contact with our team: [email protected].

Ways to pay

Does the price I pay include VAT?

Yes, we always include VAT in the final price you pay.

For ease, the calculation breakdown (excluding and including VAT) is displayed before you pay online.

Which payment methods do you accept?

We are pleased to accept the following payment methods:

Debit/credit card
Apple Pay
Company Credit
Instant Credit (for Public Sector / Government funded organisations only) Pro-forma invoice

Unfortunately we are unable to take American Express credit card payment.

Do you accept payments from non-UK bank accounts or credit cards?

Yes we are able to accept international payments. Please note, however, that we do not ship goods outside of the United Kingdom. We are able to ship to ports however you will need to arrange onward travel from there.

If you wish to pay using a non-UK bank account or credit card, please quote our IBAN number in full on your pro-forma invoice:

GB46BUKB 2019 9503 7939 58.

How do I get a copy of my invoice / VAT receipt?

You will find a copy of your invoice / VAT receipt in your Order Confirmation email. The email will have come from [email protected] (we recommend searching for this email address in your inbox to locate it).

Alternatively, visit Track My Order to view and download a replacement PDF copy of your invoice.

How do I apply for a credit account?

Yes - we provide a flexible 30 day instant credit for various customers, including Government funded schools, NHS facilities and local authorities.

There is no minimum order value to open an account. To apply, you will need to complete a Credit Account Application, subject to accounts approval. You will benefit from:

30 day credit terms
Bulk discounts of up to 30%
Dedicated account support
Next day delivery on 1000s of products.

If you need any help loading us onto your purchasing system please don’t hesitate to call our accounts team on 01279 775942 or email them at [email protected].

Information about Delivery

Can I collect my order?

In some instances it may be possible to collect your order directly from the manufacturer, however this cannot be guaranteed.

Please do get in touch with us if you are interested in arranging a collection and one of the team would be happy to advise if this is possible.

How long does delivery take?

We offer a standard delivery service free of charge within Great Britain on most of our products. We aim to get most items to you between 3 and 5 working days, unless otherwise stipulated. Please note, some products such as made to order goods and bulk orders may take additional time to be dispatched - see product page for more information.

Delivery usually takes place any time between 09:00 and 17:00 on the date of delivery - please ensure someone is in to take safe receipt of your order.

Express Delivery

We offer an express delivery service on certain products - see individual product details for more information. This service may also apply to other products, on request. For more information please call our sales team on 01279 933019. Please note: all express delivery orders must be placed before 12pm the day before to ensure a timely delivery.

*On occasion, certain products may require a separate delivery charge, for example if they are particularly heavy or require additional lifting equipment. This delivery cost, if applicable, will be agreed with you before completion of the order and dispatch. The Highlands, Islands of Scotland and other remote locations may on occasion take longer to deliver than the published anticipated delivery date.

Don’t forget you can Track My Order here.

How will my products be delivered?

Most of our products are delivered by transit van or lorry. Larger items or bulk orders may arrive on a pallet and/or may require a forklift or additional people to help unload.

If you have access problems we should be aware of, please complete the information in the Delivery Requirements field when you place your order to help ensure a smooth delivery.

Don’t forget you can log in via Track My Order and head to ‘Edit Delivery Details’ to insert additional information you think will help ensure delivery goes as smoothly as possible.

How do I track my order?

You can track your order online using our handy Track My Order tool.

From here, you will also be able to:

View or download your order
Change your delivery contact details (conditions apply)
Amend or cancel your order (pre-dispatch only, restrictions may apply)
Request a proof of delivery (post-dispatch only)
Request related documentation

Do you deliver outside of Great Britain?

Unfortunately we are unable to deliver outside of Great Britain at this time. We can deliver to ports, however you will need to arrange any necessary onward travel from here.

Is free delivery really free?

The vast majority of our products can be delivered for free to all postcodes in Great Britain.

On occasion, certain products may require a separate delivery charge, for example if they are particularly heavy or require additional lifting equipment. This delivery cost, if applicable, will be agreed with you before completion of the order and dispatch.

We endeavour to keep these costs to a minimum on your behalf, but are ultimately in the hands of the couriers.

The Highlands and Islands of Scotland and other remote locations may on occasion take longer to deliver to that the published anticipated delivery date.

Where is my order?

In the unusual event that your order has not been delivered within the expected lead-time, please visit Track My Order to check your order status.

Alternatively, contact us by email [email protected] or by telephone 01279 933019 and a member of our team will be happy to help you.

What happens if delivery is attempted when I am not in?

If no one is available to take receipt of your order, the courier will leave a card for you to contact them to arrange a suitable alternative delivery date. Alternatively if you have specified a safe space to leave your goods, the courier will leave them where requested.

If we continue having trouble not being able to deliver, you may be liable for a redelivery charge.

Need to request a Proof of Delivery? You can do this by logging onto the Track My Order page and clicking the ‘Request Proof of Delivery’ option.


Can I cancel my order before delivery?

It is possible to cancel orders before delivery has taken place, provided the goods have not been dispatched. Unfortunately after this time it is not possible to cancel in advance, as goods will already have been dispatched from the warehouse.

Please contact us by email [email protected] or by telephone 01279 933019 so that we can advise you on the status of your goods prior to cancellation.

If you have ordered as a business and want to cancel after items have already been dispatched, a £15 administration charge will apply. If you are cancelling to order a different product this charge will not apply. For consumers a administration fee will not apply and your statutory rights are not affected.

What is your returns policy?

Our returns policy differs for business and consumer (residential) purchases.

Please visit our Returns and Refunds page for more information.

How do I return an item?

To return your order

Please let us know as soon as possible (within 14 calendar days) after the delivery date on 0800 0288010 or via email [email protected].

You will be given an address and returns number (where applicable) to send the goods back - any postage or shipping fees applicable will be at your own cost.

Please note: goods are manufactured all over the UK and all returns must be sent to the correct warehouse - please therefore do not return items until you have checked the returns address with our sales team. Any goods sent to the registered office address will be returned to sender which will incur further fees.

Our Returns Form

A copy of our Returns Form can be downloaded here to accompany your returned goods.

The product must be returned to the manufacturer unused, as new and in undamaged condition. We advise you to return goods in their original product packaging with all shrink wrapping and banding around the pallet or crate still intact in order to protect them in transit.

Following return and inspection your refund will be processed.

Returns for Business Customers

Refunds may be subject to a 25% restocking fee and collection costs (if applicable), with the exception being returns for defective goods.

Please see our Returns and Refunds Policy for more information.

How long will my refund take to process?

We aim to process refunds where eligible as soon as possible, up to a maximum of 30 days after giving notice of your cancellation.

We will usually refund any money received to the original payment method when placing the order.

Need an update on your refund?

Please contact our Accounts team at [email protected] or via telephone on 01279 775942, stating your order number - the team will be able to advise you on the status of your return and when your refund is likely to be issued.

Will you refund my postage costs for returning goods?

Unfortunately, we are only able to refund postage costs in the event that the product has proven to be faulty. We will deduct any applicable postage costs at the point of refund processing.


Do you have a store I can visit?

Barriers Direct is an e-commerce store, which means we don’t have a physical store presence as all our products are dispatched from various locations within the UK direct to you. We endeavour to give you clear information on our website to make product selection as easy as possible.

We are committed to providing the best level of service for our customers - if you have any feedback on our website please email us at [email protected].

How do I contact you?

Customer Services:
Email: [email protected]
Telephone: 0800 028 8010 / 01279 933019 Opening hours: 09:00 - 17:00 Monday to Friday.

Specialist Sales team (for bulkier goods e.g arm barriers, automatic bollards, gates or turnstiles)
Email: [email protected]
Telephone: 01256 597778

Email: [email protected]
Telephone: 01279 773950

For more ways to contact us visit our Enquiries page.

Can I place an order via email or telephone?

Yes we are more than happy to process orders and payments via email or over the phone. Please choose from one of the following options:

Customer Services:
Email: [email protected]
Telephone: 0800 028 8010 / 01279 933019 Opening hours: 09:00 - 17:00 Monday to Friday.

Specialist Sales team (for bulkier goods e.g arm barriers, automatic bollards, gates or turnstiles)
Email: [email protected]
Telephone: 01256 597778

Quotations and Tenders

Do you offer quotations?

We are more than happy to provide quotations and offer two options:

Quick Quotes A handy way of generating a quote with minimal set up details required. These are ideal for generating yourself on our site for approval/sign off, or to quickly share with colleagues.

To generate a Quick Quote, add the items of interest to your cart, head to ‘View Cart then click on ‘Quick Quote at the bottom of the page. We will automatically email you your quotation.

Full Quotes For quotes of £2,000+, please contact our Specialist Sales team at [email protected] or on 01256 597778 with your specific requirements, quoting product names and/or links in order for the team to assist.

How do I pay for goods already quoted?

On your Quotation email there is a ‘Pay Online’ option which will link you through to payment.

If you are paying via BACs, you can find our bank details on your pro-forma invoice or below:

Bank:Barclays Bank
Account name: J9 Ltd T/as Barriers Direct
Sort code: 20-19-95
Account number: 03793958
Reference: please use your order reference number.

Do you accept tenders?

Yes we do! Please contact [email protected] with any quotation or tender enquiries.

Either press the “create a quote” button that appears on the drop down screen after adding an item to the basket; or, once you have proceeded to the view basket page, you can press the “create a quote” button found at the bottom of this page. Fill in your details and we will automatically email you your quotation.

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