Frequently Asked Questions
Below are a list of all our most frequently asked questions. Take a look and see if you can find what you need. Chances are we have answered your question already! If you still need to get in touch you can always contact us.
After your order has been placed, you will be sent an order number with your order details via email. All you have to do then is to email firstname.lastname@example.org and supply your order number and we will be able to let you know what stage your order is at and when it will be delivered. We do not however in most cases provide a tracking number. After your order has been placed, we will notify you via email with an expected delivery date for your order. This delivery date email is usually sent out within 24 - 48 hours during usual business hours.
If you place an order online for items that are out of stock in your area don't worry we generally can get these items into stock very quickly and have your order dispatched out to you as soon as it. If you are inquiring about a specialty item that is generally not held in stock we may need to order this in for you and in some cases it could be subject to delayed delivery times or minimum order quantities but again don't worry we will let you know before you place your order of what the manufacturers requirements are for the product you are inquiring about.
You can contact us via email email@example.com, our friendly customer support team will be more than happy to assist you. Please remember that you will need to state your order number so please put this on your email. Our opening hours are Monday to Friday 8:00am - 5pm excluding holidays.
We ship to mainland UK free of charge on orders over the stated amount and we also ship all across Europe. If you require a shipment outside of the UK feel free to give us a call and one of our sales team will assist you. Some locations in The Highlands of Scotland and West Wales can prove hard to access occasionally, if you require delivery to these areas please contact us before ordering.
We deliver to all UK mainland addresses. We also ship to other UK and International locations so please feel free to contact us about shipping to these locations and we will be able to help you out.
Standard order deliveries are £50 ex VAT on orders under £300 ex VAT, and £25 ex VAT on orders between £300 and £500 ex VAT. Spend over £500 ex VAT and we ship FREE! Special order delivery charges may still apply to select products (read more). Unfortunately these charges are excluded from our £500 free delivery offer.
Deliveries are to kerbside only due to insurance guidelines. We recommend that somebody is there to bring your order into your property. Delivery personnel are unable to enter private residences, the recipient of the goods is responsible for any additional lifting once the initial delivery has been made.
When you place your order online you will be emailed within a few business hours with an eta confirmation of your order. In some cases this can be up to 24 hours after the order is place but we endeavour to inform you within 2 - 3 hours. If a delivery is unsuccessful due to the responsibility of the customer then any additional costs incurred may be due and payable to Insulation4less Ltd prior to re-delivery. If you wish to change a delivery date this must be done at least with 24hrs notice prior to the existing delivery date by emailing firstname.lastname@example.org
Yes it is possible to ship to many different addresses for the same order. However this maybe subject to additional fraud checks on the payment option chosen. Drivers are not authorized by insurance to enter a customers property or carry the order into a customers house or apartment block etc. It is solely the responsibility of the customer to ensure there is a ways and means of offloading your order when it arrives at the delivery location.
Yes you do need to sign for your delivery. This safe guards you as the customer and Insulation4less against fraud. A signature is only valid from a person 18 years and above. Please ensure you are happy with the goods before you sign for them. Please ensure there is a capable person at the delivery location to assist with the offloading of your order. It is at the drivers discretion if they wish to assist in the unloading of your order but not their obligation. If you are in a position whereby a capable person is not available to in the off loading of your order please let us know a minimum of 24hrs in advance of your delivery date and we may be able to assist.
Insulation4less does not share any information to third parties regarding personal information like customer address or phone numbers. No credit card information is stored on the Insulation4less servers as all transactions that take place online are either via Paypal or a 3d secure environment . All information stored on our servers are encryped.
If you have forgotten your password just click the I forgot my password link beside the login button and you will be prompted to insert your email address. If you insert the email address that is linked to your account you will receive an email with a link where you can rest your password. If you are having any further issues or you are not receiving your email try another email address that could be linked to your account or just contact us at email@example.com.
Orders are processed by our sales team Monday - Friday between 8.00am & 5.00pm. We endeavour to deliver all orders as soon as possible. As soon as one of our sales team has organised a delivery date for your order they will contact you immediately with an order confirmation email and a text message where mobile phone numbers are provided. It is rare that you will receive an order confirmation from us within 48 hours of ordering so just bare with us. We should be back to you no later than 72 hours with a confirmed delivery date or estimated delivery time. If there are any unexpected delays we will contact you to advise as soon as possible.
The vast majority of orders are delivered on 26 tonne lorries which are similar in size to a double decker bus. If you believe the delivery address does not have access for this type of vehicle it is imperative that you contact us immediately to notify us, we may be able to organise delivery on a smaller vehicle. If the driver arrives to attempt delivery and doesn't believe the address can be accessed they will not attempt delivery for safety reasons. It is at the drivers discretion whether the address is accessible or not. If delivery can not be completed due to access issues there may be a failed delivery & redelivery charge incurred, if redelivery has to be made it will almost certainly take a minimum of 3 days to reorganise.
Yes you should receive a phone call from the driver on the day of delivery. Any requests for the driver to call ahead a certain length of time prior to arrival will be passed along for their attention but please note that these are requests only and we can not guarantee these requests are adhered to as it's at the drivers discretion. This request must be provided to us a minimum of 48 hours Mon - Fri before delivery is due.
The vast majority of orders are delivered between 08.00am - 5.00pm on the day of delivery, on rare occasions orders may arrive earlier than 08.00am or later and 5.00pm. In some cases we may be able to provide estimated delivery times on the day of delivery and you can check this out by emailing us on firstname.lastname@example.org on the morning of delivery. If delivery time requests are sent to us prior to this we won't be able to provide accurate information.
This is rare but if it does happen, please email us with your order number and delivery postcode to email@example.com. We will investigate this and respond to you as quickly as possible.
For some orders we may send part of it directly from a manufacturer or supplier so you may receive a number of deliveries on the given delivery date. If this is the case you will be notified by one of our sales team prior to delivery. If an item doesn't arrive from your order on the day it was due to arrive, please email us with your order number and delivery postcode to firstname.lastname@example.org along with a description of the item you were missing. We will investigate and respond as quickly as possible.
Our accounts team will send your invoice via email to the email address provided on your order within 5 working days after the order has been delivered. If you haven't received the invoice after this length of time please email us with your order number and delivery postcode to email@example.com.