Frequently Asked Questions (FAQ's)

Website Ordering

The easiest and fastest way to buy products from MSC is on our website - mscdirect.co.uk. Take advantage of self-service ordering and free shipping on orders over £25.

Orders placed online Monday to Saturday are dispatched the same day and delivered next working day by 6.00 pm, as standard. Login here to start shopping online.

Sales Counter

Our Sales Counter at Wednesbury is open to trade and the public. We carry a range of general consumables and handtools for all your MRO needs, as well as PPE and safety wear. Stop in to browse or shop online and Click-and-Collect for pick up in 20 minutes. Click here to find out more about our sales counter.

Phone

Call us on 0800 66 33 55 or 0121 505 9500. 

Orders placed before 6.00 pm by phone, Monday to Friday and Saturday before 12.00 pm, are dispatched the same day and delivered next working day by 6.00 pm, as standard.

Email

Ready to place your order via email? Contact us at sales@mscdirect.co.uk or simply click here to get started. We're here to make the ordering process easy and convenient for you.

Does MSC offer Vending or Inventory Management Solutions?

Yes. Our inventory management service, known as Controlpoint, automates ordering of your fast-moving items when a minimum stock count is reached. Learn more about optimising your inventory management here. 

How do I register on your website?

Click the Login / Register button at the top right corner of the website and follow the on-screen instructions.

I've forgotten my password/username

Your user name will be your email address If you've forgotten your password, click Login / Register and insert your email in the 'Manage Your Password' section. You'll receive an email with a link to reset your password.

I already have an MSC account, how do I order online using that account?

Your account is already active online. Log in to access your account. If you've forgotten your password, follow the above steps and you'll be shopping online within minutes. 

What is Quick Order?

Quick order is a fast way to add items to your cart in bulk. If you know the item codes, select Quick Order from the Login / Registration area. Copy and paste or upload the part numbers and quantities with a spreadsheet.

What is a Personal List and how do I create one?

On any product pages, click 'Personal List' to create a new list or add a product to an existing list. Add or delete items from your Personal Lists and add items directly to cart.

We've created a brief educational video which provides more details on Personal Lists. Personal Lists are perfect for repeat orders, project planning, or stocking up on frequently ordered essentials. Watch the video on YouTube.

I haven't received my order confirmation

Your order confirmation will be emailed to you once your order has been placed. If you haven't received your order confirmation, please contact our Customer Service Team on 0800 66 33 55.

How do I redeem my promotional code/voucher?

You can add your promotional code directly to your basket or at the end of your checkout process. In the bottom right corner of the page, use the dropdown option next to 'Apply Promotional Code' to reveal a text box. Enter the code and select 'Apply promotion code'.

Does my order include or exclude VAT?

Please use the toggle on the top right-hand corner to view your prices including or excluding VAT at any time. When viewing your shopping basket, you can see your total price including and excluding VAT.

Will my contract or special pricing show in my account?

Yes. If you have special pricing, this pricing will be displayed once you Login.

I can't find a product on your website. How do I submit a request for quote?

If you are unable to find what you are looking for, we can source it using our extensive supplier network. We work with over five hundred market-leading brands and are dedicated to finding you the right tool for the job. Get a quote here for the items you require. 

How do I share a basket with a colleague or friend?
Whether you're logged in or not, simply go to your shopping cart and click 'Share Basket'. Enter your and a recipient's email addresses, and an email will be sent with a link to that basket. Perfect for team buying and faster decisions. Share it, send it, order it. Want more information on how this works? Watch a brief YouTube video on how it works. 

I have a query on an invoice, who do I contact?

Please contact our Finance Team on 0800 66 33 55 (Option 2) or email customerservice@mscdirect.co.uk and we’ll be happy to help.

Can I pay online with a credit card?

Yes, we accept all major forms of payment at the end of your checkout process. Alternatively, if you want to add a credit card to your account for future ordering, go to the Payment Methods section of your account and add a credit card.

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.

How can I delete my account?

You can request to delete your account by going to the Privacy Settings within your account and selecting 'Delete Account'. 

How do I view all of my purchasing history?

You can view all your offline and online purchases by visiting the Orders section of your account.

How do I update my communication preferences? 

At the bottom of all our emails is the option to unsubscribe from our communications. Alternatively, you can go to the Subscription centre in your account and update your preferences there.

How do I request a quote for an item that is not on the website?

Yes, our knowledgeable Contact Centre can source most items and help you find the right item for your job. You can either chat our team for real-time support or fill out our Quote Request form and our team will be in touch to confirm pricing and availability.

Can I see my recent quotes online?

Yes. All quotes are visible in the My Quotes area of your Account. All quotes are valid for 30 days and can be converted to orders from this page. 

Need pre-approval or to raise a quote before ordering? 
If you need a formal quote in order to proceed with an order, you can Get a Quote directly from your basket. Once you process your quote request, our team will check availability, and activate the quote for you online viewing and converting to an order. Quote requests and converting quotes to orders can take a few hours, as our team will manually check all quotes prior to approving.

 
Looking for a more streamlined approval process?  Ask us about Approval Manager with real-time workflows for quick requisition, approvals, and orders. Read about Approval Manager below or watch this brief instructional video on YouTube.

Approval Manager empowered procurement teams to take control of their purchase requisition process. Using automated workflows, once Approval Manager is activated on your account, you can approve orders before they’re processed. It’s designed for companies that want tighter control of spending and visibility over team orders. 

What are the Different Roles?

• Account Admin sets up the company structure, users, and approval rules.
• Approvers review and approve or reject orders.
• Buyers place orders that may require approval based on set rules.

What are the Responsibilities?:

• Account Admins can create users.
• Account Admins can define roles, approval rules (e.g. by order value) and assign approvers.

How does it Work?:

• When an order meets an approval rule, it’s flagged as pending. Approvers get an email and see it within the “Requires My Approval” of their Account.
• They can approve or reject requestions - individually or in bulk - and the buyer is notified automatically.

Approval Manager on MSC adds a virtual team member to boost efficiency. Interested in learning more? Watch our brief YouTube video and/or contact us to have Approval Manager added to your online account and to your digital team.

My order hasn't arrived

Standard delivery for items in stock will take place the next working day. This may vary slightly depending on your payment method, availability, location, and public holidays. Please contact our Customer Service Team via email or phone 0800 66 33 55 if your order has not arrived, or you would like to check the status on your order.

What are your delivery costs? 

Free standard Next Day Delivery via DPD is available for online orders £25 or over (excluding VAT).

If your order is less than this amount, delivery costs will be displayed at checkout. Click and collect is also available from Wednesbury, West Midlands, WS10 7WP. 

What countries do you deliver to?

We deliver to the whole of the UK and EU (minimum order value applies). For more information and to confirm prices, please call our Customer Service Team on 0800 66 33 55.

How can I add a different ship to the address?

Yes, you can add a different ship to address at the beginning of the check out process. Alternatively, you can go to your Address Book and add a new ship to address directly to your account.

Can I add an attention to or delivery instructions to my order?

Yes. When placing your order online, you can add additional details in the 'Delivery Instructions' field on the shipping page of checkout. This field will be sent to DPD and, due to this, has a maximum character count of 50.

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 on 0800 66 33 55 and we will arrange a free collection at a time that is convenient for you.

My items have been delivered incorrectly or damaged, what should I do? 

Please call our Customer Service Team on 0800 66 33 55 to arrange your replacement. Alternatively, you can email customer.service@mscdirect.co.uk.

Although we endeavour to provide you with world-class customer service, we understand there might be times we don’t meet your expectations. If there are issues that need resolving, contact our Customer Service team by phoning 0800 66 33 55 (option 2) or email us at customerservice@mscdirect.co.uk.

Your complaint will be handled by a named associate, recording everything, so you don’t need to repeat yourself. We will aim to resolve your complaint immediately. More complex complaints will be given an agreed time frame for resolution and you will be given a unique complaint number.

If you're not happy with the outcome after speaking to our Customer Service team member, here are three steps to escalate your complaint:

• Level 2: Ask for a Customer Service Supervisor, you can expect a call back the same day
• Level 3: Ask for a Customer Service Manager, you can expect a call back the same day
• Level 4: Ask for a Director, you can expect a call back within 2 days