Frequently asked questions (FAQs)

REGISTRATION & LOGIN

How do I register to purchase on this site?

Click here to register then complete your details.

If you wish to pay by card - you can start ordering straight away. Alternatively, if you have a Trade Account and wish to use it for orders placed on this site, follow the instructions when you complete the online registration page. To register your Trade Account on this site you will need your Account Number, Customer ID, and Invoice Postcode. Your local branch will be happy to assist if you need help locating this information.


What should I do if I can't remember my password?

If you have forgotten your password follow the 'Forgotten your password' link and complete the on-screen instructions.


PRODUCT SEARCH & AVAILABILITY

How do I order an item that is not available on the site?

The range of products offered on this site represents our fastest moving lines and catalogue items. If you wish to order something outside of this range, please contact your local branch on 08450 510 150.


How do I search for a specific product?

There are three main ways of searching for a product on our site:

  1. Quick Search Box: Simply enter a keyword (e.g. hammer), description (e.g. 10mm jobber drill) or part number into the search box and click the magnifying glass icon.
  2. Search by Product Category: View all products within a specific category by clicking on one of the product categories (e.g. Tools) under the 'Our Products' drop down on the home page and then clicking on the sub-categories as required.
  3. Search by Brand: View all products within a specific manufacturer brand range by clicking 'View all brands' shown under the 'Our Brands' drop down on the home page

FAVOURITES LISTS

How do I create a list of my favourites?

Once you have logged into your Buck & Hickman online account, you can create one or multiple favourites lists from within the 'My Account' section of the site. You can add products to any of your favourites lists from individual product landing pages and search results. Creating a favourites list allows you to quickly add these products to your shopping basket, so they help save time if you are regularly buying the same items.


ORDERING

Can I save a shopping basket for future purchase?

Your shopping basket is automatically saved until you choose to buy the items held within your basket. In addition to this, you are able to add them to a 'My Favourites' list which can be reused as many times as you require.


I have a promotional code/eVoucher, how do I redeem?

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.


How do I amend or cancel an order?

If you would like to amend or cancel an existing order after it has been submitted, please contact your local branch on 08450 510 150.


DELIVERY & TRACKING

What should I do if I haven't received an order confirmation?

An order confirmation is sent to the e-mail address you have registered - if you do not receive it, please check that the e-mail address in the 'My Account' section is valid. Depending on your Outlook settings the email may also be directed to your Spam folder. If the problem persists you can contact your local branch on 08450 510 150.


Can I track my order online?

Yes, all order details are stored in the "My Account" section of this site. Once you have logged-in, simply click the 'Your Orders' link to view them.


My order hasn't arrived. What do I do?

If you have placed an order through the site and have not received it by the estimated delivery date, please contact your local branch on 08450 510 150 with your order details to hand.


INVOICING & PAYMENT

How do I set up a Trade Account with Buck & Hickman?

To request a Trade Account with Buck & Hickman, please contact your local branch on 08450 510 150.

Once your Trade Account has been set up, you are then able to use it for purchases made through your branch and via this website.


Can I pay using credit card or corporate purchasing card?

Yes, we accept the following payment cards: Mastercard, Visa, American Express, Visa Purchasing, Mastercard Purchasing. Customers with a Trade Account can also link their online purchases to their Trade Account.


There is a charge on my invoice that I do not recognise?

For all invoice queries please contact your local branch on 08450 510 150.


RETURNS

How do I return an item?

For more information on returning an item please contact your local Buck & Hickman branch on 08450 510 150. All returns will be processed in line with Website Terms of Sale that apply to all purchases via this website. To view our Terms of Sale click here.


MANAGE MY ACCOUNT

How do I view my Buck & Hickman online account details?

Once you have logged into your Buck & Hickman account, click the 'My Account' option which appears on the toolbar at the top of any screen.


SUPPORT

Can I get more information or advice about a particular product?

For product support please contact your local branch on 08450 510 150.


Do you ship hazardous materials?

All items available on this website are available for purchase and shipping in the UK. For export orders containing such materials contact our Export Service team by clicking here


MAILING LISTS


How do I subscribe/unsubscribe?

You can subscribe to receive email when you register on this site. To register, click here.

If you wish to unsubscribe, click the Unsubscribe link within any email you have receiced. You can also do this via the 'My Account' section in your email preferences.

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