Frequently asked questions (FAQs)
Catalogue
Browsing for products
Q. How do I fine tune my searches and refine my search results?
A. For an overview on finding products please use our 'Searching for products' section. For a more detailed description you may download our [web user guide].
Orders
Tracking
Q. I haven't received an order confirmation
A. Ensure you have allowed your browser to complete its activity before browsing to another web page or URL. Browser progress is usually indicated by a progress bar, moving icon in the top corner or your icon may change to an hour glass. The speed at which you browser works may depend on you browser or network settings, configuration
Q. My order hasn't arrived
A. You may check the progress of your order by contacting your local branch or calling 08450 510 150
Returns
Q. I have a problem with a product, how do I return my item(s)?
A. Contact your local branch who will organise a replacement or return.
Registration
Q. How do I register on your website?
A. Follow the register link and you will be prompted to add a few basic details. To add advanced information such as default addresses once registered click on My Account.
Q. Can I open an account with Buck & Hickman?
A. All business accounts are subject to status. Contact your local branch to request a business account opening pack.
Logging In
Q. I have forgotten my password/username.
A. If you have forgotten your password follow the Forgotten password link, followed by the on-screen prompts. Your username is the email address registered for your account.
Q. I have a promotional code / evoucher but I don't know how to redeem it.
A. All evouchers are redeemed at the checkout stage. Your basket will be recalculated if the code is valid.
Only one code is valid per transaction.
Privacy
Cookies
Q. My basket is still valid even though I have logged out.
A. If you are on a shared computer please ensure that the 'remember me' tick box is empty so that all details will be forgotten when you logout.
Q. I have just logged in / registered but there are items in my basket that I didn't select.
A. If you are on a shared computer then please ensure that the previous person unticks the remember me option on the login screen and that you do the same or previous sessions will still be available.
Security
Credit Cards / Purchase Cards
Q. What credit cards do you accept?
A. We accept most major credit and debit cards: Visa, Delta, Mastercard, Maestro, Electron, American Express & Solo
Q. Do you accept Purchase cards?
A. Yes we support a number of corporate purchase cards.
Q. What measures do you use to prevent fraudulent transactions?
A. Our website is accredited for secure credit card transactions and our orders are spot-checked for suspicious activity.
User Details
Q. How secure are my details? Does Buck & Hickman share my details with 3rd parties?
A. Buck & Hickman do not share your details with any 3rd parties. You may opt in to our mailing list at any time. We do not spam and only send eshots containing carefully selected offers & discounts and announcements.
Trade Accounts
Setting Up
Q. How do I get a trade account and what are the qualifying criteria?
A. You can apply for a trade account by requesting an application pack. Accounts are subject to status and terms.
Details are on the reverse of the top copy of the application form. The form will be sent to you with a pre-paid envelope so you can send your form directly to our credit control department.
Account Management
Q. I would like an account manager or have account specific queries.
A. We have representatives across the UK. Please contact your local branch or use our query page for more information.
Error Messages
Q. I get a message stating I haven't completed all fields.
A. The error message will let you know what additional information is required. Should you not have this information and still experience difficulties, please contact your local branch.
Q. I get a product/page does not exist error screen.
A. As our product range changes we may have introduced an alternative model or product. Try searching for the product using the left navigation or search box.
If issues persist please contact your local branch.
Q. I get various errors with codes such as 400, 500 and Server Errors. What should I do?
A. To help improve the experience for all we would appreciate if you logged any errors (Inc screenshots if possible) to webenquiries@buckandhickman.com . We will then investigate the issue and log the call with our technical team who will resolve the issue.
Mailing Lists
Q. How do I subscribe/unsubscribe?
A. Email 'Unsubscribe' to marketing@buckandhickman.com along with your registered email address, and username and account number (If applicable).