Customer Service

Our Customer Support Department is here to listen, help and resolve any issues you might have. Here is what you can expect.

  • An integrated function of sales.
  • Online automated POD system.
  • Faulty/incorrect goods collected within 48 hours.
  • Here to help and advise.
  • Dedicated customer care support personnel.
  • 24 hour turnaround for all queries.
  • All replacements dispatched immediately (subject to availability).

Parcel Tracking

Need the status of your shipment or a proof of delivery?
Simply, enter your tracking or reference number in the FedEx tracking tool via Track you parcel button.

Track your parcecl

Returns

Authorisation

We are unable to accept the return of goods without prior consent and all returns will only be accepted with a valid UFP returns authorisation number (RMA). Unauthorised goods will be refused. Refused goods must be collected within 30 days otherwise they will be disposed of.

Short Shipment/Picking Error

For a claim to be valid it must be logged with UFP Customer Care Department within 3 working days. Replacement goods will be dispatched same day as a notification (subject to availability).

Faulty Returns

Goods claimed to be faulty will be tested by UFP and may require prior authorisation from the manufacturer before credit can be agreed. In such situations, returns must be accompanied by a faulty evaluation form and print sample. Faulty goods in general and those compliant with the above are collected free of charge.

Faulty goods will only be accepted for return within 90 days of the date of the seller’s sales invoice.

Expiry Date

All UFP returns authorisation numbers (RMA) carry a 14-day expiry date. The RMA is void after this date. Credits will not be issued against the RMA once void, and receipt of these goods will be refused.

All returns must be suitably packaged, Damaged or defaced original packaging cannot be credited.

Goods ordered in error

It is acknowledged that goods are incorrectly ordered from time to time. At the discretion of UFP, these may be returned within 30 days of the date of the invoice providing goods are in a wholly saleable condition relative to product integrity, shelf life and packaging. These may be returned at the cost of the customer with suitable paperwork and details to enable prompt processing of your credit note.

All such returns are subject to a 20% restocking charge.

Damaged goods

All deliveries received in a damaged condition should be signed for as damaged to enable a claim to be processed. Such claims must be lodged with the UFP Customer Care Department within 3 working days to be valid. Credit, where appropriate, will be issued upon receipt and evaluation, normally within 3 working days.

Collections

Our Carriers should affect all collections within 48 hours unless otherwise advised.

Asset 3

FAQs

  • Q1: Which parcel carrier company do you use? Asset 1

    A1: We use FedEx for all our UK mainland parcel deliveries although we do use our own vans for local same-day deliveries.

  • Q2: Can I collect my order from you in person? Asset 1

    A2: Yes you can collect your order in person between 9am – 3pm.

  • Q3: What is your order cut-off time for next day deliveries? Asset 1

    A3: All orders placed before 17:15 will be shipped for next day delivery.

  • Q4: Do you have a minimum order value for free deliveries? Asset 1

    A4: You are entitled to free delivery for all orders over £250

  • Q5: Only part of my order has arrived – what should I do? Asset 1

    A5: Simply inform our Customer Care Department on 01274 651870

  • Q6: I have forgotten my web-shop login – what should I do? Asset 1

    A6: Simply call our Sale Department on 01274 651800 or use the forgotten password link.

  • Q7: Unable to locate a product on the website? Asset 1

    A7: Simply call our Sales department on 01274 651800

  • Q8: How can I obtain a copy Invoice? Asset 1

    A8: Simply call our Accounts department on 01274 651917

  • Q9: I need to change my invoice address details? Asset 1

    A9: Simply call our Accounts department on 01274 651917

  • Q10: Why have I received another invoice for my replacement? Asset 1

    A10: When we send out replacement goods, we also issue a new invoice. The original invoice will be credited once we receive the returned goods.

  • Q11: Do your returns numbers (RMA) have an expiry date? Asset 1

    A11: Our RMA is only valid 14 days from date of issue.

Need to get in touch?

Main Customer Care telephone number:

01274 651870

Complaints

If you ever feel we have fallen short in our service or commitment to you, then we encourage you to make a complaint. This will allow us to identify, escalate and rectify any problem areas. To make a complaint, you have the following options:

  1. 1) Call our Customer Care Department on 01274 651870
  2. 2) Speak to the Customer Care Manager who will try to sort out the issue.
  3. 3) Email the Customer Care Manager – dpriestley@ufpuk.com
  4. 4) You can write to us at:
Freepost RLUY-AYRU-UAJY
UFP UK ltd
Enterprise House
Roydsdale Way
Euroway Industrial Estate
Bradford
BD4 6SE

Please know that all complaints are treated very seriously and will be thoroughly investigated. We will do our upmost to bring a speedy resolution to your enquiry or complaint. Please allow up to 5 working days to receive a reply.