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FAQs

At MSC we strive to continually improve our customers' buying experience. We hope this page will be a quick and easy way to find the answers to all of your questions. If you still feel you need to ask us further information then please call our Customer Service Team on 0800 66 33 55 or send us an email.

Ordering
What is the quickest way to place an order?
How can I save my order?
How do I add to my order?
I haven't received my order confirmation
My order hasn't arrived
How do I return my items?

Quotes
Can you source something I can't find in your catalogue?
How do I request a special quote?
How do I request a regular quote?

Payment Cards & Accounts
How can I add my credit card details?
How can I place an order with my Maestro card with no issue number?
Can I open a credit account?

Delivery
What are your delivery rates?
What Countries do you deliver to?
How can I add a different ship to address?

General
How do I make a personal list?
What time are you open until?
How do I fine tune my searches?
How do I register on your website?
I have forgotten my password / username
How do I redeem my promotional code / voucher?
There are items in my basket that I did not select when I log into my account
I keep getting an error message that I have not completed all fields
How do I unsubscribe from your mailing list?

Ordering

What is the quickest way to place an order?
If you know the item codes for the products you wish to order, the easiest way would be to hover over the order link on the home page and go to our "place order now" page. Here you can enter all the ordering codes and quantities you need and place your order instantly.

You can also add to your order quickly by entering the product code and quantity in the quick order box highlighted on the image below.

If you do not know the part numbers for the items you would like to order then browse through our virtual catalogue or search for the items through our product search function.

How can I save my order?
The option to save your order is available once you have placed items in your basket.

Click on the save order option and then click submit. You will then have the option to enter a reference or name against the saved order to be able to identify it.

To retrieve a saved order, go to my account, then into saved orders and click on order to be able to submit back to basket.

How do I add to my order?

I haven't received my order confirmation
Ęt received your order confirmation, then please contact our Customer Service Team on 0800 66 33 55.

My order hasn't arrived
Please contact our Customer Service Team via email or phone 0800 66 33 55 if your order has not arrived, or you would like a status on your order.

How do I return my items?
In the unlikely event that you are not completely satisfied with your purchase, you can return your unused stock item for a full refund. Simply retain your original packaging and contact our Customer Service Team via email or phone 0800 66 33 55 and we will arrange a free collection at a time that is convenient for you.

Quotes

Can you source something I can't find in your catalogue?
Yes! We can source most things for customers who cannot find the item they are looking for in our catalogue. Simply call 0800 66 33 55 and speak to our Product Sourcing Team, or fill out the "Special Item Quote" page on our website.

product_sourcing.jpg

How do I request a special quote?
To request a special quote hover over the order link on the home page and go to our "special item quote" page. Here you can enter all the information on the item you are looking for. Once complete click the submit button.

An email will then go to our Product Sourcing Team for review, who will then inform you by email once the quote has been completed. To view the quote, log into our website and go to your account. Here you can click on quotes to view your latest quote.

How do I request a regular quote?
To request a quote on a regular item, add the item into your basket, select the option "Request quote" and then click "submit".

You will then have the option to add comments about the item you would like a quote on. This then goes to our Customer Service Team who will respond to your request by email to let you know when the quote has been completed. To view the quote, log into our website and go to your account. Here you can click on quotes to view your latest quote.

Payment Cards and Accounts

How can I add my credit card details?
You can add your credit card details to your profile once you have submitted the items in your basket. Simply look below Invoice Method and select "Add credit or purchasing card" and fill out mandatory fields.

How can I place an order with my Maestro card with no issue number?
Please enter "00" in the issue number field to place an order with your card.

Can I open a credit account?
Setting up a business credit account is quick and easy, with no forms to fill in. Simply email or call us on 0800 66 33 55 with your business registration number to activate your £500 credit account today!

Delivery

What are your delivery rates?

Standard Next Day Delivery*

Service
Price
Restrictions

Delivered Next Day before 5.30pm

£4.95

Geographical and Product restrictions apply. Contact customer services on 0800 66 33 55 to get more information

Guaranteed Delivery Service*

Service

Price

Restrictions

Next Day before 12pm
£10.00

Geographical and Product restrictions apply – contact customer services on 0800 66 33 55 to get more information

Next Day before 10am

£15.00

Saturday before 5pm

£20.00

Saturday before 12pm

£24.00

Saturday before 10am

£26.00

EIRE / Offshore Islands Next Day*

Service

Price

Restrictions

Northern Ireland

£10.00

Geographical and Product restrictions apply. This service is not guaranteed. Contact customer services on 0800 66 33 55 to get more information.

Southern Island

£12.00

Isle of Mann/Wight

£17.50

Channel Isles (Jersey/Guernsey)

£17.50

Scottish Isles (postcode dependant)

£17.50

EIRE / Offshore Islands 2 Day*

Service

Price

Restrictions

Northern Ireland

£6.99

Geographical and Product restrictions apply. This service is not guaranteed. Contact customer services on 0800 66 33 55 to get more information.

Southern Ireland

£9.52

Isle of Mann/Wight

£14.75

Channel Isles (Jersey/Guernsey)

£14.75

Scottish Isles (postcode dependant)

£14.75

*Prices are correct as of 01/03/11 and are subject to change, please contact customer services for further information on 0800 66 33 55

For more information see our Shipping and Delivery page.

What Countries do you deliver to?
We deliver to the whole of the UK and EU. To confirm prices please call our Customer Service Team on 0800 66 33 55.

How can I add a different ship to address?
There are two ways to add a ship to address:

Option 1: Log into our website and go to "My Account", then click on "My Profile" and go to the "Administer Shipping Address" option. Here you can fill in all your details.

Option 2: From Checkout Page there is the facility to add a new Ship To address – just follow the instructions on the page.

General

How do I make a personal list?
Add the items you wish to create a personal list for into your basket, above the basket is option to "Add to Personal List", click on this and then "submit". You will then have the option to add to existing list from drop down box or create a new list.


Here you can create the list, name it, and then have the option to share the list. Once you're happy click on the "submit" button. Please ensure you add the items that are in your basket to your newly created list by clicking on the "add to list" button. The page will prompt you once the items have been successfully added.

What time are you open until?

Our Customer Service
Centre hours
are:
Monday – Thursday 7.30am to 6.30pm
Friday 7.30am to 5.30pm
Saturday 7.30am to 12pm
Our Showroom hours are Monday – Friday 7.30am to 6.00pm
Saturday 7.30am – 12pm

You can order 24/7 online. All orders placed before 7pm will be despatched the same day.

How do I fine tune my searches?
For tips on how to fine tune your search please go to the search tips page.


How do I register on your website?
Simply click on the register button at the top right corner of the page and follow the on screen instructions.

I have forgotten my password / username
If you have forgotten your password then simply enter your email address in the forgotten password screen and a new password will automatically be sent out to you. Alternatively please call our Customer Service Team on 0800 66 33 55.

How do I redeem my promotional code / voucher?
You can redeem your promotional code at your shopping basket. Simply enter the code in the “Promotional Code” box below the basket and click submit to update your prices.

There are items in my basket that I did not select when I log into my account
This often happens on shared computers. Please ensure that the "auto-login" option at the top right hand corner is un-ticked by all persons using the computer. If you are still having the same problem then please call our Customer Service Team who will look into it for you.

I keep getting an error message that I have not completed all fields
Error messages appear when mandatory fields are not filled in. The error messages will often direct you to the fields that need to be filled in. If you do not have the information that is required or are unsure on what to enter then please contact our Customer Service Team, who will be more than happy to assist you.

How do I unsubscribe to your mailing list?
If you wish to unsubscribe from any of our mailings or email promotions, please email customer service.

Please ensure you provide them with your account number (where applicable), your full name and address along with what marketing you would like to unsubscribe from.

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