Frequently Asked Questions

These FAQs are based on the most common questions we get from our wholesaler partners. If you are an installer you may find some of the ‘Products & Advice’ and ‘General’ questions of use. If you cannot find the answer to your query here, please get in touch with us and we will be happy to help.

Question topics:

FAQ-Main

Products & Advice

How do I check if an item is in stock?

The majority of our electrical products are stocked items as well as phenolic, pipe clamps, anchors and more. To enquire about stock levels for any of our product range, please call us on +971 4 8821 114.

How do I find out a part number?

Part numbers are shown in the online product catalogue. Simply browse or search for the product you require and you will find part numbers in the article tables on the product pages. Click here to go to the product catalogue now.

How do I find out the dimensions of an article?

Enter the part number (if known) into the search bar on our website, or browse the online product section to find the product you need. Each product page will list the article dimensions.

What is the load capacity of your products?

Enter the part number (if known) into the search bar on our website, or browse the online product section to find the product you need. Each product page will list the load capacity of the product (if relevant). If you need assistance please give us a call.

I’m looking for technical documentation about your products, where can I find this?

All relevant technical documentation for products is available on each individual product page. Alternatively, you can search our online downloads section.

I have a technical question, who should I contact?

We have an in-house Technical Support Team and they can be contacted on [email protected]  or by calling +971 4 8821 114. Find out more about what they offer at our technical sales support page.

I need to find your equivalent to a competitor’s part number, what should I do?

Please call our Internal Sales team on +971 4 8821 114 and they can find our alternative product.

 

Ordering

I am a wholesaler, how do I place an order?

We only accept orders by email. Unfortunately we cannot take orders over the phone.

Email: [email protected]

What is the minimum order value?

Our current minimum order value is £100 (applicable from 1st January 2019). This is carriage paid, unless it is a site delivery. Site deliveries incur a £25 delivery charge, regardless of the order value.

How can I check on my order progress?

You should contact our Internal Sales team on +971 4 8821 114 or email them on [email protected].

Can I cancel my order?

This is dependent on when the order was placed and the stage it is at in the order processing system.  Please contact the Internal Sales team for help on +971 4 8821 114.

I have received my order and something is wrong, what should I do?

Please contact our Customer Service Department who will look into it for you. Call +971 4 8821 114 or email [email protected]

Can I amend an order/delivery date?

This is dependent on the stage of the order within the processing system.  You should contact Internal Sales for guidance on +971 4 8821 114.

How long will my order take to arrive?

If the item is a stocked product and the order is placed by 12 noon this should arrive next day delivery. However, if there is an issue the Internal Sales team will be in touch. Any order placed after 12 noon for a stocked item should have an expected delivery time of 48 hrs.  Made to order/specialist items will be quoted on an individual basis.

Delivery

How do I get a ‘Proof of Delivery’?

Please contact our Customer Service Department using [email protected] or call +971 4 8821 114.

Can I collect my order?

Yes, this is possible. Please discuss this with the Internal Sales Team and inform them of an ETA to ensure the order is ready for collection.

Do you deliver to site?

Yes, however, this will incur a £25.00 delivery charge regardless of the order value.

For pallet deliveries to site addresses in Scottish Highlands & Southern Ireland carriage will be £50.00.

What are my delivery options?

Next day delivery is carriage paid if the order reaches £100+

Please note however that carriage charges are applicable for all orders of 3 & 6 metre length rails under the value of £250 that are palletized.

Timed deliveries are available as follows: 

UK Mainland:

Next working day – before noon = £30                         Next working day – before 10am = £35

Saturday next day delivery = £40                            Saturday delivery before noon = £45

 

What is your returns and stock cleanse policy?

Goods can be returned as long as they are not faulty or damaged and are stocked items in box/bag quantity only.  You will need to request a GRN number from our Customer Service department.  A stock cleanse will be accepted for return under the same stipulations and accompanied with a 2-4-1 compensating order. Contact Customer Services on [email protected] to discuss this further.

Pricing and Payment (Wholesalers)

Can I pay by credit card?

No, this is not possible. To place an order with Walraven you need to set up an account for which payments are accepted on terms agreed by us. To open an account with us please contact Internal Sales.

What is my discount?

Please contact the Internal Sales team or your Regional Sales Manager, they will be happy to double check your account set up.

Can I get the price for a particular article?

Prices are not available online, you should contact the Internal Sales team on +971 4 8821 114 and they will be happy to answer any pricing questions.

How can I get a copy invoice?

Contact our Accounts department with your order number and they will arrange this for you. Email: [email protected]

General

What are the contact details for Internal Sales?

You can contact Internal Sales in the following ways:
Telephone: +971 4 8821 114
Email: [email protected]

 

Who is my area sales representative?

Your contact is dependent on where you are in the country.  The details of all our Regional Sales Managers can be found on the contact page of our website, alternatively you can contact Internal Sales to ask the question.

How do I make a complaint?

Should you need to make a complaint you can contact our Customer Services department by email on [email protected].

What are your opening and closing times?

Monday: 8.30 AM – 5.00 PM
Tuesday: 8.30 AM – 5.00 PM
Wednesday: 8.30 AM – 5.00 PM
Thursday: 8.30 AM – 5.00 PM
Friday: 8.30 AM – 4.00 PM
Saturday: Closed
Sunday: Closed

I am an installer, where can I buy Walraven products?
We exclusively sell through electrical wholesalers, M&E fixing companies and plumbing distributors in the UK. Our Britclips electrical fixings are available through electrical wholesalers nationwide including all of the large national distributors as well as many independents. Our plumbing and mechanical products are available through fixing companies and some large plumbers merchants. If you want to know who your nearest stockist is, please give us a call on +971 4 8821 114.

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