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FAQ

General

What are your office opening hours? 
Office Opening Hours: 8am – 5pm, Monday – Friday

Contact:
Customer Support Team available during these working hours and can be contacted at 0345 450 9000, or send an email to mail@birkdalesales.com
Emails sent outside of our working hours, will be picked up as soon as we reopen.

Your Trade Account

To purchase from Birkdale Sales, you need to have a trade account with us.
We are a wholesaler who only sell to trade customers, and in order to protect our merchants, all new account requests will need to go through a qualification process with the relevant regional sales team.

ACCOUNT APPLICATIONS:
You can apply for a trade account here. Account requests are reviewed daily and the team will be in contact with you within 24 hours.

To qualify for an account, you must be a fencing / building supplies merchant and have a registered business premises. There must also be no major conflict of interest with existing stockists.

PAYMENT TERMS: 
All businesses based in the UK or ROI can apply for a credit account. This will be reviewed with our accounts team who will confirm once they have approved, following a credit check. Customers can also request a CWO account, in which they will be required to pay up front before goods are dispatched.

Once a credit account has been approved, the credit control team will advise the exact payment terms and agreed credit limit.

ONLINE ACCOUNT:

Customers with a trade account can also request a web login to access our online services. This includes access to our online ordering portal, as well as the ability to view live quotes & delivery tracking information.
You can register for your online account here.

If you are unable to login to your account, you can reset your password here or send a message to our Customer Support team at mail@birkdalesales.com.
 

Orders

HOW TO PLACE AN ORDER:
Orders can be placed in the following ways:
MINIMUM ORDER VALUE:
All orders must reach our minimum order value of £50 to be dispatched. Orders below this value will be rejected and our Customer Support team will let you know.

ORDER AMENDMENTS:
Once you have placed an order, you will have 30 minutes from the time you have received your order confirmation to make any amendments. If you need to add to an order outside of this time frame, an additional delivery charge will apply. If you need to remove/swap an item from an order outside of this time frame, our customer returns policy will apply. Details of this can be found in the below Returns Policy.

FREE DELIVERY:
This depends on your agreed account terms. If you are unsure, please contact our Customer Support team who will be able to confirm. Additional delivery charges will be applied to DuraPost® orders.

ORDER CONFIRMATIONS:
Once an order has been placed, you will receive an order confirmation. Please check this as soon as possible to ensure the right products are on the order and the prices charged are as expected. 

Deliveries

DELIVERY TIMESCALES:
Our standard delivery terms cover the below -
  • Catalogue Range (not inc DuraPost®):
    1. UK: Orders placed before 5pm will be dispatched same day on a next day delivery service using one of our third party couriers. In some circumstances out of our control, our couriers may be unable to deliver next day and we will do our best to keep you informed.
    2. ROI: Orders placed before 12pm will be dispatched same day and delivered on a 2-3 working day delivery service. Orders placed after 12pm will be processed the following day.
  • DuraPost®:
    1. UK: Orders placed before 3pm will be dispatched same day on a 72 hour delivery service. Orders placed after 3pm will be processed the following day.
    2. ROI: Orders placed before 12pm will be dispatched same day on a 72 hour delivery service.
    3. ALL DuraPost® deliveries may incur an additional delivery charge and have different carriage paid terms, please check before placing an order if this is relevant to you.
For delivery requests outside of our standard terms or to upgrade your delivery, please get in touch with our Customer Support Team who will advise our current courier rates.
  • FenceMate Post Concrete: due to high demand, please contact the team and speak to your Internal Account Manager to advise current lead times.

Delivery Issues

DAMAGES:
Deliveries that arrive with any damages must be reported to us within 48 hours and you should always endeavour to sign for this as damaged with the courier. We will require photographic evidence of any damages to be able to raise a claim with our third-party courier services. If evidence cannot be provided or reports are not received within 48 hours, we reserve the right to reject any credit requests.

INCORRECT ITEMS:
If we have sent you the wrong item, you must report this to us within 14 days from the date of delivery. Please ensure you have the shipment note to hand when you contact our team. Please do not dispose of the goods until we have confirmed that we do not need them back. If you have ordered the wrong items, the below Customer Returns Policy applies.

MISSING ITEMS:
If you have received your order and there is an item missing, please ensure you report this to us within 14 days from the date of the delivery. Please ensure you have your shipment note to hand when you contact our team.
Due to the speed of our stock movements, reports made outside of this time cannot be investigated in our warehouse and so we reserve the right to reject any credit requests.

REPLACEMENTS:

If any of the above instances occur, we will always offer you a replacement or a credit. When a replacement is requested, we will always send a new invoice (for the goods in question) and issue a credit against the original invoice.

Customer Returns Policy

We’ve updated our returns policy and the below came into effect from January 2024.

If you’ve ordered the wrong thing, or you have changed your mind and no longer need the goods, you have up to 28 days (from the date of delivery) to request a return. All returns will be subject to a 20% restocking fee, which will be removed from the final credit. Items that are deemed non-resaleable will not be covered on the returns policy, and we reserve the right to refuse credit. For requests over £1000, approval is needed from our Sales Director and additional restocking terms may apply (ie cost of a pallet collection).
Return requests outside of the 28 days will be rejected.

CREDIT:
Once the goods have been received back to our warehouse and checked by our Quality Control team, they will be booked back into stock and a credit will be issued within 48 hours.

REQUESTS:
You can request a return by contacting our Customer Support Team on 0345 450 9000 or emailing mail@birkdalesales.com.

Faulty Products

If you receive a product that is faulty or you have a quality concern, please report this to our Customer Support team. They will then raise a ticket with our Quality Control team to investigate further. In order for us to process any claims, we will need photographic/video evidence of the concern and a full description of the fault. Goods must not be disposed of until our QC team have confirmed if they need them returning to the warehouse to send back to our Supplier. If an issue is determined to have arisen due to incorrect product use, we may not be able to issue a credit.

Product Information

TECHNICAL INFORMATION:
If you need any technical information about any of our products, please contact us at 0345 450 9000 or send a message to mail@birkdalesales.com.

We are in the process of adding our technical data sheets to our website to improve our customer experience. This is a work in progress and so in the meantime, please contact the team with the relevant product code to hand and we can send a copy of the PDF to you via email.

PREPACKED RANGES:

All of our prepacked GateMate & FenceMate product ranges come with fitting instructions. If you have misplaced yours, please let us know and we can send you over a PDF copy.

Account Information

DELIVERY NOTE / INVOICE REQUESTS:
If you need to request a delivery note or invoice copy, please contact our Customer Support team. Please try to always have your PO number or Sales Order Confirmation number to hand so that we can ensure we get the right document to you.

ACCOUNT QUERIES:
Our Customer Support team can help you with basic account queries such as your current account balance or your payment terms. You can also raise any pricing or delivery charge queries with the team to investigate further for you. For any complex account queries, such as an over-payment or a payment that does not appear on your account, please ask to be put through to our Credit Control team.

ACCOUNT PAYMENTS:

There are several ways that you can make a payment on your account. The quickest way is via BACS payment using the following account details:

UK/Sterling Accounts –
Account Name: BJA Trading
Account Number: 10101540
Sort Code: 20-27-55
Reference: S-INV number OR if you wish to pay off a different amount, please use your CUSTOMER NUMBER which appears on all of our invoices / statements.

ROI/Euro Accounts –
Please contact the team for Credit Control team for our up to date Euro Bank Details.

You can also give us a call on 0345 450 9000 with your account / invoice reference to hand to make a payment over the phone with our Customer Support team. Failure to include the right reference may result in a delay to your payment being applied to your account.

Account Support

All of our customers have a dedicated regional team looking after their account. Please give our Customer Support team a call to find out who your contacts are.

Regional Sales Manager – your face-to-face contact, who can offer you in person or virtual meetings. They will visit you in store and work with you to generate demand and increase sales with your customers.

Internal Account Manager – your main office sales contact. They will be able to provide quotes, help you with pricing up special jobs, and support you to find opportunities for growth within your business.

Customer Support Executive – your committed support contact. Here to help, whatever your requirement. They will be able to take your orders, handle your phone payments, and investigate any queries you might have on your deliveries/account.  

If for any reason you are unhappy with the service you receive or you have suggestions for ways that we can improve, please contact our Customer Support Team and ask to speak to our Customer Journey Manager who will thoroughly investigate and work with you to find a resolution. We appreciate all feedback and constantly looking for ways that we can improve the way we look after our customers.

Sales Support

We want to help our customers to be as successful as possible and so we provide a free of charge merchandising service who carry out installations and maintenance of different point of sale solutions – helping to make your stock look as attractive as possible. For new point of sale requests, please contact your Regional Team who will arrange a visit to look at the right solutions for you.

We also stock a range of marketing materials such as catalogues, flyers, technical data sheets as well as a file transfer of all our product images for you to display on your website.