Customer Service FAQ

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Customer Service FAQ

What card and online payment types do you accept?

We accept all major debit and credit cards including Amex and PayPal.

Are there other ways to pay, other than online?

Yes there is. You are able to call us on 01462 429765, where you will speak to one of the team members who will take your order and process the payment.

If an item is out of stock, can I still order the product?

Yes you can. Simply give us a call on 01462 429765 and one of team members who will be able to provide a guidance on when the product will be back in stock and how long the goods will take to be delivered.

Can I sign up to the newsletter?

Yes you can simply click this link and follow the instructions to sign up or sign using the blue box on the right hand side —->

Is there a product support and helpline available?

Please refer to our Product Guides and Installation Guide pages. If you can’t find the answer you’re looking for and would prefer to speak to us please do contact us.

What information do I need to provide when making an online payment?

Once you have added the goods to your basket and checked out to purchase the items. You will reach the payment section. Here you will be asked to enter the following key details so the transaction can be made:

  • Title / Name – First, Last
  • Address – Town, City, County, Post Code
  • Contact Number – This is needed if we need to discuss any aspects of your order
  • Email address – we email you your invoice Card Number – long card number across the front of the card
  • Card Dates – Valid from and Expiry Issue Number Security Code – the three numbers on the back of your card
Are my payment details stored on Gutter Mate?

We do not store any of your car/payment details. Online payments made on Gutter Mate are processed using Sage Pay, which is commonly used and highly secure, payment gateway service. Please see the privacy and security terms for more information. If you reorder you will need to enter your payment details again as we do not store any of your payment information.

When will the payment be taken out of my account?

When you place your order and make payment the funds will be deducted from your bank account. If there is a problem with your order, for example, an item is out of stock or delivery will take longer than expected, then one of our advisors will contact you via telephone or email to confirm that you still wish to proceed.

Can I use discount / promotional codes on an order?

You sure can. Once you have added the item(s) to your basket, go to your basket and there will be a section to add in a code. Add in the code hit submit and this will alter the price / details in your basket below.

How do I cancel an order I have made by mistake?

Cancellations must be made within 7 days of making your purchase. To cancel an order simply email the order confirmation email to us on: [email protected] with a reason why you wish to cancel the order and one of our team will attend to the matter for you. Please refer to our returns and exchange policy for further info.

How do I track my order?

If you are a registered customer, you can login to track your order online. If you are not a registered customer, please email our team: [email protected] with your name and order number and they will be able to check your progress for you.

Help! My payment keeps failing to go through? What do I do?

Don’t panic if your payment doesn’t go through online – you can still order your products by speaking to one our team members on 01462 429765, who will be able to take your details over the phone. The previous failed transactions you have made will be void, so you won’t be charged for your attempts.

What are the delivery charges? Update with new system

We offer FREE delivery to the mainland UK on all products. There are a few locations with GB like the Scottish Highlands, Isle of Wight, Channel Islands and Ireland where delivery charges will apply. Oversees orders will incur a delivery charge which will vary depending on the location. Please use the postcode delivery tool to check how much you will be charged. If in doubt, please feel free to contact us before placing your order.

When will my order be delivered?

Where ever possible we aim to dispatch orders within 3 days, although delivery times can vary depending on which products you have ordered. Some larger products requiring special courier services can take between 7- 10 days to be delivered. When you place an order we will advise you on the expected delivery times and you will always receive an email to notify you when your order has been dispatched.

I have not received my order yet? Where is it?

If you haven’t received your order within the stated time-frame, the quickest way for you to track your order is via the website. If you registered with us when you placed your online order, use your username and password to access your purchase history. If you are not a registered member, please email or call us on 01462 429765, stating your name and order number and we will endeavour to resolve this as quickly as possible.

I’m missing a few parts / items in my order?

If you have ordered in bulk or ordered a package and are missing a few parts. Please contact us straight away on: 01462 429765 and speak to one of our customer service advisor, who will look into your query.

I received my order but items are damaged? What do I do?

The best thing to do is to contact our helpdesk number 01462 429765 and speak to one of customer service team members who are best to advise.

Can I change the delivery address?

This depends on whether or not your order has already been dispatched. If you registered when you placed you online order, use your username and password to view your order tracking. Otherwise, please email us along with your order number/info and we’ll see what we can do. Contact us.

Are receipts sent with deliveries?

When you order an item from our online store, you will receive an invoice from our team via email. On the items you receive from us there will also be a delivery note providing you a breakdown of the items you would have received.

Do you deliver overseas?

Yes we do, we deliver overseas as well as the Scottish Highlands, Channels Islands and Ireland. Any extra charge for delivery will be incurred, but to find out the correct cost please contact our advisors on: 01462 429765. If you are based in Ireland it may be possible to make your purchase via one of our Irish Distributors.

I’m unhappy with the order I received? How do I get a refund?

If you are unhappy with your order you are entitled to a full refund if you return the items, unused and in the original packaging within 14 days of purchase. To request a refund please email us along with your order details. Carriage charges are not refundable. If goods are to be returned via post, we advise you obtain a postal receipt or send the goods back via recorded delivery or courier.

How do I use the website?

If you have any further questions contact our web team on: 01462 429765.

I am interested in becoming a reseller of your products? What do I need to do?

We are always keen to hear from interested resellers. Find out more here.