13+ Years in business

01452 238 287

FREE DELIVERY On Orders Over £50
Next Day Delivery Available
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FREE DELIVERY On Orders Over £50
Next Day Delivery Available
FREQUENTLY ASKED QUESTIONS

Delivering excellent customer service is a top priority for us, and we strive to simplify the process for your convenience. If you have questions or require assistance, please consult our FAQs section below, as it’s the quickest way to find the information you need.

For Refunds and Exchanges
To expedite the return of your product for a refund or exchange, we recommend visiting one of our physical stores.

COMPANY INFORMATION
What Is On-Demand Supplies Opening Hours?

Our regular hours of operation are from Monday to Friday, starting at 8am and ending at 5pm. It’s important to keep in mind that our opening hours could be subject to changes, especially during the festive season. Here’s our weekly schedule:

Monday: 8am – 5pm
Tuesday: 8am – 5pm
Wednesday: 8am – 4pm
Thursday: 8am – 4pm
Friday: 8am – 4pm
Saturday: We’re closed
Sunday: We’re closed

If you have any questions or need further assistance, please feel free to reach out. We’re here to help!

Where Is On-Demand Supplies Based?
You can find us at On-Demand Supplies, Unit B2, Churcham Business Park in Churcham, Gloucester, Gloucestershire, GL2 8AX, United Kingdom. We’re here to serve you!
Do On-Demand Supplies Have A Shop?
Absolutely! We offer our products both online and in our physical store, catering to both trade professionals and the general public. You’re welcome to visit our store in Churcham or conveniently shop online. We’re here to accommodate your needs.
Do On-Demand Supplies Have a Trade Counter?
Certainly! We have a functional trade counter that’s open for customers who want to drop by to inquire, collect orders, or find the products they require from our extensive in-house inventory. On-Demand Supplies keeps a wide range of products in stock, so we’re confident we can assist you in finding the perfect solution for your needs. Feel free to pay us a visit!
MY ACCOUNT
I’m Having Problems Signing In?

If you’re encountering difficulties while attempting to log in, and you’re confident that your login credentials are accurate, please click on the “forgotten password” option located on the Sign In page.

If the email address you’ve supplied corresponds to an account in our system, you will receive an email containing a link to reset your password. After successfully signing in, you also have the option to visit “Reset My Password” if you wish to modify your password once more. We’re here to help you regain access to your account!

I've Forgotten My Password

If you’ve forgotten your password, simply click on the “forgotten password” link found on the Sign In page. Make sure to enter the email address you used for registration. You’ll receive an email containing a link to reset your password.

After successfully signing in, you can also visit the “Reset My Password” section if you wish to change your password again. If you’re still experiencing difficulties and would like to reach out for further assistance, don’t hesitate to get in touch with us. We’re more than happy to help you with any concerns you may have.

How Do I Choose What On-Demand Supplies Marketing I Receive?

Managing your preferences for receiving our marketing communications, whether it’s emails, texts, or flyers, is a straightforward process. Just log in and navigate to “My Account,” then click on “Account Preferences.”

If you choose to opt in, you’ll stay up-to-date with our newest discounts, offers, and sales at On-Demand Supplies. Additionally, when you place an order, you’ll notice a small checkbox that can be unchecked to prevent further contact.

If you’re already receiving emails and decide you no longer wish to, please reach out to us, and we’ll ensure your request is promptly taken care of. Your satisfaction is important to us, and we’re here to assist you in every way we can.

How Do I Edit My Saved Addresses?

You can easily make changes to your address information. Just log in, visit “My Account,” and select “Update Address” to modify your primary address. If you’d like to add or remove saved addresses or switch your primary address, head to the “Address” section and use the “Add New Address” or “Update Address” buttons. We’re here to help you manage your address details efficiently!

How Do I View My Orders Or Get a Copy Of My Invoice?

To access your online order history, simply log in, navigate to “My Account,” and choose “Order History” from the menu. Here, you’ll find a record of all your online orders right after you’ve completed the online checkout. To print invoices, just use the tick boxes that are provided.

Please note that orders made in-store or over the phone won’t be displayed in your online order history. If you require copies of invoices for these transactions, please don’t hesitate to “Contact Us,” and we’ll be more than happy to send them your way. We’re here to assist you with any of your invoice needs!

My Order Doesn’t Appear Online

Orders made in person at our store or through phone transactions won’t be visible in your online order history.

If you require an invoice for any of these orders, kindly reach out to us through “Contact Us” and we’ll promptly provide it for you. We’re here to assist you with your specific order needs!

MY ORDER
My Order Is Missing An Item?

If you find that a product you were anticipating hasn’t arrived with the rest of your order, the first step is to review your order dispatch confirmation email. This email should list all the items in your order. In some cases, orders with multiple items may be split into several deliveries, so a little more patience might be all that’s needed.

If, after receiving all your parcels, something is still missing, don’t hesitate to “Contact Us.” Be sure to provide the order number and details of the missing product so we can investigate the situation and make it right for you.

If you use our Click & Collect service and discover missing products, please return to the store or “Contact Us,” and we’ll work to resolve the issue promptly. Your satisfaction is our priority, and we’re here to help you every step of the way.

I’ve Placed An Order, Why Haven’t I Received My Confirmation Email?

You should expect to receive a confirmation email at the email address you provided when you placed your order. If you don’t see it in your inbox, it’s a good idea to check your spam folder.

In case you still can’t locate the email, don’t hesitate to “Contact Us” and we’ll make sure to send it to you. We’re here to assist you in any way we can.

How Do I Know If My Item Is In Stock?

We have invested a significant amount of effort in providing our customers with all of the information they need to make informed buying decisions.

Our website shows live stock levels and availability and even an estimated dispatch date based on our own internal targets

The Item I Want Is Out Of Stock

If the product you’re interested in is not in stock you may still be able to purchase it for a backorder delivery. We have very good relationships with our suppliers and most products will be dispatched within 5 working days of your order.

If the product is obsolete you will not be able to purchase it even on backorder. If this is the case please reach out to us, and we’d be happy to assist. We can provide recommendations for suitable alternatives or explore the possibility of sourcing that specific item for you.

We understand that occasionally products may be discontinued, but our goal is to ensure you have the right products for your needs. Your satisfaction is important to us, and we’re here to help you find the best solutions for your projects.

Can I Amend My Order Once I’ve Placed It?

Certainly, we’re more than happy to make changes to your order after it’s been placed. Just pick up the phone and give us a call, whether it’s for an online or in-store order.

We’re committed to ensuring your complete satisfaction with your order, and we’re here to assist you in any way we can. Feel free to reach out!

PAYMENT
I have a On-Demand Supplies Trade Account, Can I Still Order Online?

Absolutely! You have the ability to view your trade pricing by logging into your account. This pricing will be displayed when you’re browsing products online.

The same applies when you visit our physical branch – we can access your trade pricing to ensure you receive the same pricing consistency, whether you’re shopping in-store or online. Your convenience and consistency are important to us!

How Do I Know My Promotion Code Has Worked?
Once you’ve applied a promotion code, you’ll see the discount deducted from your total bill when you proceed to checkout. We want to make your savings as straightforward as possible!
My Discount Code Isn’t Working

Certain promotional codes are tailored to specific accounts. If you happen to have multiple On-Demand Supplies accounts, please double-check that you’ve logged in with the correct account details.

If you’re still encountering issues, don’t hesitate to “Contact Us” for assistance. It’s important to note that some discount codes come with expiration dates or usage limits, as this is part of our policy. Typically, discount codes are intended for one-time use. We’re here to clarify and help you with any questions you may have about our promotional codes.

How Can I Get Trade Pricing On My Plumbing Parts?

Although we don’t provide bulk discounts or engage in price-matching commitments, our dedication at On-Demand Supplies is to consistently offer products at the most competitive prices available.

For our business customers, we do have a special offer: they can enjoy discounts of up to 15% by opening an On-Demand Supplies Trade Account. To learn more about how to apply for a Trade Account, please visit our Trade Account page. We’re committed to providing you with cost-effective solutions!

CLICK & COLLECT (IN-STORE COLLECTION)
How Does Click & Collect Work?

The quickest way to shop with us is using our Click & Collect (In-Store Collection) service. You can check stock available on our website, pay online, and collect your item(s) from our store within as little as 1 minute.

Please wait for your SMS to confirm your order is ready to collect. A member of our team will reach out via a phone call to tell you that your order is ready for collection.

If your Click & Collect order contains items that are available to collect today AND collect the next day, you will receive two SMSs. The first SMS will be on the same day your order is placed to collect the first part of your order. The second SMS will be when your item has arrived at your selected store.

I Placed An Order For Collection, But I No Longer Want It.

To cancel your order before you’ve collected it, please “Visit the Store” or “Contact Us” to arrange a refund. Also, if you haven’t collected your order within 30 days, the items will be put back into stock and you’ll be issued a refund automatically.

How Long Will a Store Hold My Order For?
Your order will be held at our store for 14 days.
What Happens If I Don’t Collect My Order From The Store?

Rest assured, we’ll hold your order for a period of 30 days, after which, if not collected, we’ll return the items to our stock and provide you with a complete refund. Your satisfaction and convenience are our top priorities!

When Will My Order Be Ready to Collect?

Items that are presently in stock at our store are ready for collection within 30 minutes of your order placement, provided it’s within our operating hours. If you happen to place your order after our store’s closing time, you can collect it when we open again.

For items designated for Next Business Day Only, you can find the collection dates on your order confirmation. Additionally, if you’ve provided us with your mobile number, we’ll send you a text notification to inform you when your order is prepared for pickup. We’re here to make the collection process as convenient as possible for you!

What Do I Need to Bring With Me to the Store?

Upon completing your order, you’ll receive an order confirmation either via email or text, which will include your unique order number. Please have this confirmation handy when you visit the store to pick up your items.

For age-restricted items, you may be required to present identification, such as a driver’s license, passport, or a PASS card, if you appear to be under 25 years of age. In the event you cannot provide acceptable identification when requested, the age-restricted item will be removed from your order and refunded. We appreciate your understanding and cooperation in ensuring compliance with age restrictions.

DELIVERY

When Will My Order Be Delivered?

If you’ve placed an order before 3 pm on Monday to Friday, using Royal Mail Tracked 24, this is usually a one-day service meaning your order should reach you during the next working day. There may be occasions, particularly during peak seasons where this will be extended by a day, in addition, there are certain postal locations (such as Scottish Highlands or UK Islands) where this may be extended by a further day.

If the order is placed using Royal Mail Tracked 48 this is usually a two-day service with the same cut-off times, peak season, and remote location extensions as above.

If the order is placed using the untracked option then this is generally delivered between 3-4 days but can take up to 10 days.

We do have two guaranteed next-day services, before 9 am and before 1 pm whereupon the delivery will be made before these times on Monday to Friday, with the cost of the postage being covered under the guarantee.

Larger items that can’t be delivered by Royal Mail can only be delivered on Monday to Friday. Please allow up to two working days for these deliveries.

I’m Not Going to Be In to Receive My Delivery

In the event that you or the intended recipient aren’t available during a delivery attempt, our parcel carrier will leave a card at the delivery address. This card will serve as confirmation of the delivery attempt.

You can simply follow the instructions provided on the card to arrange a new delivery or to collect your items at your convenience. We’re here to make sure you receive your items in the most convenient way possible!

How Much Is Delivery?

When you spend £50 or more, Royal Mail Untracked 48 delivery is absolutely FREE. For orders under £50, the delivery cost is £3.45. We offer a range of excellent delivery options, but we highly recommend our Royal Mail Tracked 48 service, priced at £3.95 for orders under £50. If your order surpasses £50, the postage cost is reduced to just £1.95. This tracked service offers added confidence when placing your order.

Here are some other great options:

Royal Mail Tracked 24:
– Orders Over £50 (£3.95)
– Orders Under £50 (£5.95)
Royal Mail Guaranteed Next Working Day (9 AM & 1 PM):
– Costs are calculated based on the weight during the checkout process.

Please keep in mind that while we strive for timely deliveries, we cannot be held responsible for any direct or indirect losses resulting from late or missing deliveries. Your convenience is important to us, and we’re here to help you choose the best delivery option for your needs!

Can I Have My Order Delivered to a Different Address?
Once your order has been confirmed, we are unable to make changes to the delivery address. If you wish to modify your address or provide specific delivery instructions, please get in touch with the courier while your package is in transit. Please be aware that there may be restrictions and additional charges associated with these changes. We’re here to assist you in any way we can!
Do You Deliver Outside of the UK?
I’m sorry, but at this time, we exclusively offer shipping within the United Kingdom.
REFUND
What Is Your Refund & Exchange Policy?

If you’re dissatisfied with your purchase in any way, you have the option to return the items within 30 days from the date of delivery. To be eligible for a refund, it’s important to make sure that all items are returned in their original packaging, complete with accompanying documentation and manuals, in an undamaged and fully intact condition.

It’s worth noting that the Consumer Contract Regulations protect all online purchases made by Consumers, allowing you to cancel an order within 14 days of receiving the item. However, please be aware that the right to cancel does not apply to custom-made products, such as specific heating system components, or to in-store discounted items that are not typically stocked.

Please be aware that any refund for returns will not cover the original cost of enhanced shipping options like Tracked 24 or guaranteed next-day delivery. Additionally, items must be returned in an unused and resellable condition, with unopened manufacturer packaging, if it was sent that way, and with any security packaging still intact.

In the event that the return is a result of our error (for instance, you received an incorrect or defective item), we will provide a return shipping label. However, if the item is not found to be incorrect or defective, we will deduct the cost of the return postage from the refund.

You can expect to receive your refund within approximately one week after you’ve sent your package for return. In many cases, the refund may be processed more quickly. This time frame encompasses the transit time for us to receive your return from the shipper, the processing time for your return upon our receipt, and the time it takes your bank to process our refund request. Your satisfaction is important to us, and we’re here to assist you with any returns or refunds.

One Of My Items Is Faulty Or Damaged

If you’ve received a faulty item within the last 30 days, you have a couple of options for resolution. If it’s convenient for you, please bring the item to our store in its original packaging, along with your receipt, invoice, or order reference number. We’ll be happy to assist with an exchange or refund.

For online purchases, simply send us an email outlining the issues you’ve encountered, and we’ll work to resolve them for you.

I’ve Installed My Product, But a Part Is Faulty/Missing. Can I Exchange/Receive Just That Part?

We don’t directly supply spare parts for all of the products that we sell. If you’ve installed your product and encountered a fault, please “Contact Us” for assistance.

Can I Return Something Even If It’s Not Faulty?

Yes, you can return an item if it’s not faulty – provided it’s within 30 days of purchase and the items are returned unused, in a re-saleable condition, and complete with their original packaging and any promotional items that came with it. You can return the items to our Churcham store, or Contact Us for further help.

We can’t accept returns of bespoke or made-to-measure items unless they’re faulty.
You’ll receive your refund within 14 days of the returned item being collected. All refunds will be made to the method of payment you used.

Our team will contact you as soon as we can provide a refund in-store.

For any other enquiries about returns, exchanges, or refunds, please “Contact Us.”

I Can’t Return the Item to a Store Easily, What Should I Do?

If visiting a store is not convenient for you, we also offer the option to return your item by post. Just get in touch with us, and we’ll initiate the refund process. When returning the item, please ensure it’s in unused condition and packaged in its original packaging. Don’t forget to include the order number.

If you’d rather have our customer services team handle the return process on your behalf, please don’t hesitate to “Contact Us.” We’re here to make the return process as easy as possible for you.

I’ve Not Received My Refund Yet, How Long Does This Take?

Refunds to debit and credit cards can take 3-5 working days. Refunds to PayPal can take 5-10 working days. If you’ve not received your refund within this time, please “Contact Us.”

NEED ADDITIONAL HELP?
Have any concerns? Reach out to us below via phone or email. We will happily get back in touch as soon as possible.
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01452 238 287

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enquiry@ondemandsupplies.co.uk
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