FAQs


Welcome to our Frequently Asked Questions


We’ve put together this page to help you find clear and quick answers to the questions we get asked most about shopping with Abbey England — from account types and trade pricing to ordering, delivery, payments, returns, and product details. Whether you’re new to us or a regular customer, this guide is designed to save you time and make your experience as smooth as possible. If you don’t see what you’re looking for here, our friendly Customer Service team is always happy to help.

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Do I have to be a registered company to buy from Abbey England?

No, you do not have to be a registered company to buy from us. Simply apply for our Member Login here.

If I am not registered as a trade account, do I still see trade prices?

All customers (members and trade) will be able to view ‘list’ prices when logged into their account. Only customers who have ‘Trade Account’ status will be able to view discounted prices.

How do I apply for a trade account?

For customers wishing to apply for a trade account, annual spend with Abbey England must be £1,000 or more. You can apply for a trade account by logging into your account and requesting a trade account under ‘MY ACCOUNT’.

We accept applications from Craft Workers who are Sole Traders and Limited Companies.

How will I know if my trade account application is successful?

Once we have received your application for a trade account, we will check you meet our requirements. A member of our team will contact you to inform you if your application has been successful or not.

What are the benefits of a trade account?

Customers will benefit from additional discounts when buying in bulk at reduced prices. Trade Customers will be able to apply for 30 days payment terms when they have a trading history or are able to provide suitable trade references.

How can I pay by Invoice?

If you have a Trade Account, then you can apply for 30 days payment terms. You will need to provide a trade reference or have been trading with Abbey England for more than 3 months. Abbey England will consider the application. If the application for payment terms is successful, the account will have a credit limit which will be reviewed on a regular basis.

If I have a trade account, will my credit terms still apply on the website?

At checkout, you can select 'payment on account' and your credit terms will be applied.

Do you give discounts?

Discounts are given to trade accounts only. Significant discounts are applied when buying several units of one item. Abbey England use Tiered Pricing to apply increasing discount levels at defined levels.

How do I view volume discounts?

When logged on to your account, you can see volume discount by clicking ‘view volume discount’ on each product page. For hardware items it is possible to see prices per unit before and after discount applied and price per unit when bought in bulk.

Why is my discount not showing on the invoice?

The price shown on your invoice will already be discounted.

Can Students apply for discount?

Yes, Abbey England continues to support students and apprentices. Please apply for a Trade Account; select ‘Student’. We will contact you requesting either a) if you are a student, your College and Course of Study or b) if you are an apprentice, your employer and role

Do you have a minimum order value?

We have a minimum order value of £25.00 ex VAT. If the value in your basket is less than £25.00, your order will not be accepted.


How do I place an order?

To place an order with Abbey England, please logon to your online account. If you do not have an account, you will need to register first. Simply navigate to the required product page and click ‘Add to bag’. If you have additional items to order, choose them in the same way, otherwise continue to complete the order.

Why does my order still say it’s ‘processing’?

If your order is still processing, most likely this means an item is out of stock. Our Customer Service Team will email you with an update and an eta within 7 days of placing your order if this is the case. Please contact customerservices@abbeyengland.com for any further information.

I have received my parcel but some items are missing. What does this mean?

Items missing from order might be due to a part shipment. This will be highlighted on your delivery note, marked under the B/O (back order) column. These goods will be sent once they are back in stock.
If your delivery note does not show the missing item(s) on back order and you believe the item is missing, please double-check all packaging thoroughly for the missing item. If item is still unlocated, please contact customerservices@abbeyengland.com.
 

I haven’t received a copy of my invoice. Where can I get this from?

All invoices can be accessed via your online account. Head to 'MY ACCOUNT' > 'MY INVOICES'. Invoices are also emailed. If you have not received your invoice, please check your junk email folder. Please email accounts@abbeyengland.com with your account details and request a copy of your invoice.

Will I be charged VAT?

VAT (Value Added Tax) at a rate of 20% is added to all UK orders.

Customers in the Channel Isles, Europe, and the rest of the world will not be charged VAT at the point of invoice.

How are your fittings measured?

Our sizes refer to the internal diameter where the strap would sit. In some small cases, the size might refer to a different measurement however, this will be specified in the product’s description.  Please read carefully.

Online Security

When you order online from Abbey England, your personal details and your credit card details are encrypted before they are sent to our secure server facility. Once at the secure server they remain there, still in encrypted form, until we access your order and start packing your purchases. Your details are only available to authorised Abbey England staff and will not be passed on to any other organisations.

Payments may also be made via bank transfer or by a secure payment link on request.

Do you accept returns?

For damaged items, please can your send your order number and account name along with the images of the damaged item to sales@abbeyengland.com for our team to investigate.

If you are looking to return a non-faulty item you must request this within 10 days of delivery and this is at our discretion. Please contact customerservices@abbeyengland.com with your details and the item you wish to return.

Can I shop in person?

You are welcome to visit our trade counters at our two warehouses in Knutsford and Walsall. Opening times are as followed for Knutsford 10.00am - 1.00pm & 2.00pm - 4.00pm and Walsall 9.00am – 1.00pm 2.00pm – 4.30pm.

Do you have a catalogue?

Yes, it is possible to download an e-version of our catalogue here. For our most up to date range of products use our website - simply enter the product name in the search bar at top of the homepage to find what you are looking for.

Do you offer guest check out?

No, however you can register for a free account if you are a hobbyist, and not a business.

My question still remains unanswered.

If we have not managed to answer your question in any of the above questions, please do not hesitate to contact our dedicated Customer Service Team via the contact form here.