Frequently Asked Questions
Product Queries
How do I check stock of a product?
On our product pages you will find information under the product title that will tell you the stock status. The status will show as In Stock, Backorder or Direct from Supplier. If you require a more accurate delivery estimate, please contact us.
What does ‘Backorder’ mean and how long will these products take to reach me?
When an item is on back order, it means it isn’t currently in stock in our warehouse. We have a close working relationship with our suppliers and typically receive backorder items into stock within 2 or 3 days. If your order includes items that are on backorder and you cannot wait until all items are in stock, please contact us to arrange a part dispatch.
Do you offer bulk discounts?
On certain products we can offer discounts for bulk purchases. Please contact us with the product(s) you would like discounts for along with your expected order volumes.
Can you supply a product that is not listed on your website?
We have access to hundreds of manufacturers and products and will look to source products for you wherever possible. Please contact us with the product details, including, if available, the manufacturer’s part number and any specific options (e.g. size).
Where do I find product datasheets and user guides?
If we have datasheets or user guides available for a product on our website, these will be listed on the product page under a dropdown named ‘Downloads’.
Order Queries
Can I make changes to my order / I have ordered the wrong item, what should I do?
Providing the order hasn’t already been dispatched or manufactured in the case of made to order items, we can make changes to your order. Orders can be processed and shipped in a matter of minutes so please contact us as soon as possible.
If the item has already been dispatched, you can arrange a return. Please refer to our returns & cancellations page for more information.
Where is my order?
You can check the progress of your order through your online account. If you have any queries regarding the status of your order, please contact us.
I am ordering from a business with a purchase order, how should I place my order?
If you are a business who already has a trading account set up with us, you should have access to our B2B checkout page. You can add the items on your purchase order to your bag as you would do normally. When you come to checkout, there will be an option for you to provide the purchase order number and attach a PDF copy if you wish.
If there is an item on your purchase order that isn’t currently listed on our website, please contact us.
If you are a business who doesn’t have a trading account set up with us, please contact us and we can look to arrange this.
How do I find copies of my invoices?
Copies of your invoices relating to orders you have already placed through our website can be found attached in your orders page. For orders that were placed offline, please contact us and we can email a copy of the invoice to you.
Delivery Queries
What are your delivery times?
You can find detailed information about our delivery time frames and available delivery methods on our Delivery page.
Can I collect?
Yes, collection is available through the site for customers who are within certain postcodes. If this option doesn’t appear for you at checkout and you wish to collect your order, please contact us.
I missed my delivery, what should I do?
You should receive a card from our courier with contact information and instructions. If you did not receive this and there is tracking available on your order, please visit the couriers website. If you do not have tracking information, please contact us.
There is an item missing from my order, what should I do?
Please contact us as soon as possible after noticing an item is missing from your order. We will investigate this and arrange to have the missing items delivered ASAP.
An item has been delivered damaged, what should I do?
Please refer to our returns & cancellations page for more information.
How do I return a product?
Please refer to our returns & cancellations page for more information.
Account Queries
Can I set up a trade credit account?
Yes, trade accounts are available for eligible customers. To find out more, please email sales@premierhh.co.uk.
What are your standard credit terms?
Our standard credit terms are 30 days from the first day of the following month. Meaning, if you we’re to place an order in February, payment would be due on the 30th March.
How do I claim VAT Relief?
If you are eligible for VAT Relief, please contact us. For more information on VAT Reliefs, visit our terms and conditions.
General Queries
When are you open?
Our opening hours are 08:30am to 16:30pm, Monday to Friday. Closed weekends & public holidays.
Can’t find an answer to your question? Feel free to contact us using our contact form or by calling 0191 4611 788.