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Help Centre - All FAQ's

Useful Information for first time Visitors

What happens after I submit my order?

As soon as your order has been processed, you will receive confirmation of this plus a VAT invoice. Please make a note of the stated delivery time.

How can I get a quick quote?

Yes, we have a great facility for doing just that. Once you have added the items you are interested in to the basket, press the “create a quote” button that appears on the drop down screen.
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. We will automatically email you your quotation.

For quotes of £10,000 +, please contact Vicky or Emma at quotes@barriersdirect.co.uk with your your specific requirements, quoting product names and/or links for best prices every time.

What industry approvals do you and your products have?

ISO 9001:2008, Constructionline, RIBA, Sold Secure.

What is your privacy policy?

We are committed to protecting and respecting your privacy. Please view our Privacy Policy for full details.

How do you manage personal data?

We are committed to protecting and respecting your privacy. Please view our Privacy Policy for full details.

We are fully PCI compliant and do not store any of your card details.

What are cookies?

Most web sites you visit will use cookies to improve your user experience, they enable that web site to “remember” you, this is either for the duration of your visit (using a “session cookie”) or for repeat visits (using a “persistent cookie”). Cookies perform various roles, they allow you to navigate efficiently between pages, store your preferences and generally improve your experience of a website. They make the interaction between you and a website faster and easier.

How do you manage cookies?

Our Cookie Policy

The Barriers Direct web site uses a number of cookies to enhance the user experience for visitors:

You can choose to accept or decline the use of cookies on web sites by modifying the appropriate settings.

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?

No, we do not produce a brochure. We are a paperless company, and therefore are able to pass on these cost savings by offering our great prices to you the customer.

My product requires keys; can I get extra copies of keys?

In many cases yes, you will need to take a note of the number on the key and contact us by email support@barriersdirect.co.uk or by telephone 01279 933019. Some of the keys can be copied by a local locksmith.

I would like all my products to be keyed alike, is this possible?

In many cases yes, when this is available it will be an option for you to choose on the individual product page. If you need any help please contact us by email support@barriersdirect.co.uk or by telephone 01279 933019. Some of the keys can be copied by a local locksmith.

What warranty will I receive with my order?

1 year as standard, however some products offer extended warranties up to 10 years.

Do you offer installation / fitting service?

Although we do not directly offer installation on our products, we do have a couple of installers that we recommend.

North of England and Midlands:

Ian Randle Tel 07753 857089

South of England:

John Manning Tel 07788 461080

When you have chosen which item you would like, give them a call with a description of what kind of surface you are installing into and they will gladly give you a price. Please treat them with care as it has taken a long time to find these great installers!

PLEASE NOTE: for installation of Automatic Arm Barriers and Commercial Gates please contact our specialist team at the time of ordering on 01827 870257.

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

Firstly, please look at the product page for the item(s) that you have ordered. There may be the information you need within the product info, installation or technical info tabs. If you cannot find what you need there please contact us by email support@barriersdirect.co.uk or by telephone 01279 933019.

I need help with the installation of products I've ordered

Please look at the product page for the items that you have ordered, there may be the information you need within the product info, installation or technical info tabs. If you cannot find what you need there please contact us by email support@barriersdirect.co.uk or by telephone 01279 933019.

How much does installation cost?

Installation prices vary from £120 per bollard (single post installation with ideal ground conditions) to £550 (full day rate to install 5+ bollards) minus the deposit fee + VAT. This amount will vary depending on ground conditions assessed by our engineers on site. The location of your installation may also affect the price.

How do I get a bulk discount of up to 30%?

At Barriers Direct we provide discounts for those wanting to buy multiples of the same products. Please ensure you check the details on each product you would like to purchase. It is clearly displayed on the right hand panel on that product’s page. Bulk discounts can be up to 30% off the standard price. However please remember bulk discounts can not be used alongside any other discounted offer from Barriers Direct. For larger quantities than those stipulated please contact Specialist Sales at sales@barriersdirect.info.

Ways to pay

How will I be billed?

An invoice or link to a downloadable invoice will be attached to your confirmation email.

How can I pay for my order?

There are six ways to pay for your goods direct on-line

  1. Credit/Debit Card. Live on our secure on-line service, you can pay using any of these cards: Visa, Visa Electron, MasterCard, Solo, JCB.

  2. BACS Transfer from your bank

  3. PayPal

  4. By Credit Account

  5. By Instant Credit Account for NHS, local authorities and schools

  6. IBAN. For those of you wishing to pay from outside of the United Kingdom, please use these details:

Bank ac. 03793958 sort code 20-19-95

IBAN GB37 BARC 2019 9503 7939 58

SWIFTBIC BARCGB22

During checkout on the payments page simply choose the appropriate button. It is nice and easy but if you need help please contact us by email support@barriersdirect.co.uk or by telephone 01279 933019.

Please view our Payment Terms and Conditions for full details.

Can I pay by PayPal?

Yes, just choose the PayPal button on the payment page during checkout.

Can I pay by BACS and how do I do this?

Press the BACS button on the payment method page during checkout (or ask the Sales Team over the phone on 01279 933019) and simply follow the instructions at checkout, then arrange a BACS transfer, quoting reference number (please ensure you include the VAT), straight from your account. Our bank details are given in full on your pro forma Invoice. What could be simpler!

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

Yes. For those of you wishing to pay from outside of the United Kingdom, please use our IBAN number: GB38 BARC 2019 9503 7939 58

Where do I find an invoice for my order?

Attached to your order confirmation e-mail. You can also visit My Order.

How can I get a VAT receipt?

A VAT receipt will have been sent to you by email upon confirmation of the order, if you need another copy please go to the “where’s my order?” link on the red menu bar at the top of any page.

How do I pay for a quote I've previously raised?

On your emailed quote there is a pay online link, which you can click to pay by credit/debit card or PayPal. Alternatively you can pay by BACS transfer: Account Name: Barriers Direct, Bank: Barclays, Sort Code: 201995, Account No: 03793958. Ref: please state your Quotation Number.

Do you offer credit facilities for Local Authorities?

Yes - we provide 30 day instant credit for government funded Schools, NHS facilities and Local Authorities.

There is no minimum order value to open an account. To take advantage of this instant credit account at checkout simply press the “Pay using Government Credit Account” button, and the the system will verify the order. It’s as simple as that!

If you need any help loading us on to your purchasing system please don’t hesitate to call our accounts team on 01279 775942 or email them at accounts@barriersdirect.co.uk.

Emailing or Faxing orders Orders can also be emailed to us to support@barriersdirect.co.uk or faxed to 0843 2161763

Can I pay using IBAN?

Yes. For those of you wishing to pay from outside of the United Kingdom, please use these details:

Bank ac. 03793958 sort code 20-19-95

IBAN GB37 BARC 2019 9503 7939 58

SWIFTBIC BARCGB22

Information about Delivery

Can I collect?

No, as we dispatch from all around the country this would be impractical.

How long will it take for products to be delivered?

Free Delivery

We offer a standard delivery service free of charge* on the majority of our products. We aim to get most items to you between 3 and 5 working days, unless otherwise stipulated. Please note: some products and bulk orders may take additional time to be dispatched - see individual product details for more information.

Delivery usually takes place any time between 09:00 and 17:00 on the date of delivery.

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.

Global Delivery

Global Delivery is available on many of our products. For more information please call 01279 933019 and we will be pleased to provide you with further details.

*The vast majority of our products can be delivered for free to all postcodes in the United Kingdom. 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 and Islands of Scotland and other remote locations may on occasion take longer to deliver to that the published anticipated delivery date.

You can monitor your order status using My Order.

How are my products delivered?

By van or lorry. Larger items may be on a pallet and /or may require a forklift to unload. If you have any access problems for larger vehicles, when ordering please tell us about this in the delivery instruction field.

Can I track my order online?

You can monitor your order status using My Order.

What type of vehicle will be used for delivery?

By van or lorry. Larger items may be on a pallet and /or may require a forklift to unload. If you have any access problems for larger vehicles, when ordering please tell us this in the delivery instruction field.

Do you deliver outside of mainland UK?

European Delivery is available on many products. If you wish to find out more information about this please contact us by email support@barriersdirect.co.uk or by telephone 01279 933019 and we will gladly provide you with further details.

Is free delivery really free?!

The vast majority of our products can be delivered for free to all postcodes in the United Kingdom. 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 My Order on the red menu bar at the top of any page. Alternatively, contact us by email support@barriersdirect.co.uk or by telephone 01279 933019.

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

The courier will leave a card for you to contact them to arrange a suitable alternative delivery time. If we continue having trouble not being able to deliver, you may be liable for a redelivery charge.

Returns

Can I cancel my order before delivery?

Yes, as long as the goods have not been dispatched. Please contact us by email support@barriersdirect.co.uk or by telephone 01279 933019 so that we can update you on whether it has been dispatched or not. If you have ordered as a business then there will only be a £15 administration charge. If you are cancelling to order a different product this charge will not apply. For consumers the administration fee will not apply and your statutory rights are not affected.

Can I return my products?

In the rare event of you wishing to return your goods please view our Returns and Refunds Policy.

How do I return an item?

Please call us as soon as possible or within 14 calendar days after the day of delivery on 0800 0288010 or email support@barriersdirect.co.uk to confirm you wish to return your goods.

Goods are manufactured all over the UK, it is important to return them to the correct address(es). Please contact the sales team on 0800 0288010 for correct address(es). Please note that any goods sent to the registered office address will be returned to sender.

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

A Returns Form can be download here. Please also see our Returns and Refunds Policy.

The product must be returned to us 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 to us. In addition returns or cancellations will not be accepted if the product(s) have been altered by applying chemicals or paints to the surfaces other than those provided by support@barriersdirect.co.uk or by altering or customising the product in any way that could be deemed as you using or treating the products as your own.

Following return and inspection your refund will be processed.

Where you are dealing with us as a business, refunds may be subject to a 25% restocking fee, save in case where goods are defective and any collection costs (if applicable). Please also see our Returns and Refunds Policy.

I've returned my item, how long will my refund take to process?

When you return a product to us:

(a) because you have cancelled the contract between us within the 14 calendar day cooling-off period (see clause 4.1 in our Terms and Conditions (Link to Ts&Cs), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the product in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us.

(b) for any other reason (for instance, because you have notified us in accordance with paragraph 19 of our Terms and Conditions(Link to Ts&Cs) that you do not agree to any change in these Terms and Conditions or in any of our policies, or because you claim that the product is defective), we will examine the returned product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

How can I check the status of my return / refund?

Please email accounts@barriersdirect.co.uk or telephone 01279 775942, stating your order number.

Will I be refunded postage costs incurred in returning an item?

Only in the event that the product has proven to be faulty.

Contacts

Do you have a shop I can visit?

No, our products come from various parts of the UK and are delivered straight to you. We endeavour to give you as much information as possible on the web site to make choosing as easy as possible.

How do I return an item, or request a refund?

Please call us as soon as possible or within 14 calendar days after the day of delivery on 0800 0288010 or email support@barriersdirect.co.uk. Please also read our Returns and Refunds Policy.

How can I request a Quotation or request that you submit a Tender?

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.

Alternatively, please contact quotes@barriersdirect.co.uk with any quotation or tender enquiries.

How do I place an order offline / not using the website?

Please use the following contact details: Phone: 0800 0288010 Fax: 0843 216 1763 Email: orders@barriersdirect.co.uk

Quotations and Tenders

How can I get a quick quote?

Yes, we have a great facility for doing just that. Once you have added the items you are interested in to the basket, press the “create a quote” button that appears on the drop down screen.
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. We will automatically email you your quotation.

For quotes of £10,000 +, please contact our specialist sales team at quotes@barriersdirect.co.uk or on 0203 7307658 with your your specific requirements, quoting product names and/or links for best prices every time.

Do you accept Tenders?

Yes we do! Please contact quotes@barriersdirect.co.uk with any quotation or tender enquiries.

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