FAQs

Frequently asked questions

My Trade Account
My Orders
Special Orders
Returns Information
Delivery Areas/Charges
Credit/Debit Card Information
Export
Order Amendments
Other Information
Online Help / Information

My Trade Account

Q: Can I access other Wolseley websites using my same log in details?: A: At the moment the username you use for Plumb Center and Parts Center will be different from that used on other Wolseley websites however we are working on a solution for this.
Q: I have forgotten my Password, who do I contact to get a new one?: A: All you need to do is click on “Login” at the top of the homepage and then click on the “Forgotten your password?” link, from which you will be asked to enter your email address. This will then automatically send you a new temporary password to your email address. When you login using your temporary password it will prompt you to change it to one of your own choice for security reasons.
Q: Can I pay my monthly account online and if so is it secure?: A: Unfortunately you cannot pay your account online at this time. You can either:; Please Note: Paying your monthly account by Credit Card will incur a 2% charge; there is NO charge for paying by Debit Card.
Q: I need to change my account details, can I do this online?: A: Yes you can change your account details which are listed under ‘My Company Details’ in the left hand column of the ‘My Account’ section of the website. You then have to click on ‘Update my Company Details’ and select from the relevant options available and click 'Submit'. Please do not supply any private/personal information on this form i.e. bank details, addresses etc. You will then receive a call from a member of our Online Support Team to action your query over the phone. Please be aware that this function is only available to Account Administrators and will not be visible to other profiles.
Q: I can only see Trade Prices when I log in online with no discount, how do I see my discount prices?: A: If you are the Account Administrator, you may have selected Retail or Trade Prices instead of Nett when signing up to the website. Please get in touch, either by phone on 0845 030 4007 or complete the Contact Us form. Our Online Support Team will let you know when we have changed your prices to Nett as per your Account Terms. If you are not the Account Administrator (therefore a Buyer or Viewer) it may be that you have been set up to view a certain pricing structure (Trade or Retail), in which case please speak to your Account Administrator who will be able to alter your level of access.
Q: Can I download my prices/discount terms?: A: This feature is available to Account Administrators and Buyers in the ‘My Account’ section under 'Price Download'. Simply select the product ranges you would like to download along with the other options available to you and click 'Request Download'.
Q: Can I view my monthly statements online and download them?: A: Account Administrators can view outstanding invoices and credits for their account by accessing the 'My Invoices and Credits section of ‘My Account’. Simply select a month and all corresponding outstanding invoices and credits will be displayed.
Q: How can I receive electronic statements instead of paper ones?: A: We are currently working on the online eBilling registration page. In the meantime, if you would like to sign up please speak to a member of our Online Support Team on 0845 030 4007.
Q: How do I claim my eXtra points?: A: On the ‘My Account’ homepage once you are logged in, you can then click on the link to the eXtra website to either:
Q. I am based in Northern Ireland and can't see my terms pricing or find items using my product codes: A: Certain manufacturers use different product codes in the Northern Ireland market compared to those used in Mainland UK despite them being identical products. We are currently working on a solution to allow you to see your terms pricing and the products which you buy. We apologise for any inconvenience this may cause. You are still able to benefit from all other functionality on the website. You will receive a call from a member of our Online Support Team for any orders placed online to ensure that the right product code and associated terms price is used in your order before it is released to the branch for processing.
Q: Can I use my Center Trade Card online?: A: Currently we do not accept any online card payments. You will still be able to place orders for collection however and pay for them in branch with a card of your choosing.
Q: How can I receive Electronic Statements instead of paper ones?: A: We are currently working on developing an online registration form to enable you to sign up for our eBilling service which will allow you to receive all your invoices online.

My Orders

Q: I ordered an item online and have not received it, how can I track my order?: A: To track an order simply log on to your account and click on 'Order Tracking' in the left hand column of the ‘My Account’ section. If you require any additional help please speak to a member of the Online Support Team on 0845 030 4007 who will be happy to help you.
Q: How long will it take for my order to be delivered?: A: This will depend on the products you have ordered and whether or not we stock them at our branches or distribution centres. Each product page provides an indication of how long it will take to have the item delivered to you, which is also displayed in the checkout. In the event that the lead time is not available online you will receive a call from a member of our Online Support Team to confirm this once you have placed your order.

Special Orders

Q: I need an item that I cannot find on your website, would you still be able to order it for me?: A: Yes we can providing it’s not obsolete and the item in question is still available, whether that may be from one of our branches or direct from the relevant Supplier. Our Online Support Team can advise you further on 0845 030 4007.

Returns Information

Q: I purchased an item online which is no longer needed, can I return it and will there be a Re-Stocking charge?: A: For our trade customers, please see the Trade Buyers Terms and Conditions for full details. You can return it within 14 days of the date of delivery / collection on the following grounds:; A: Re-Stocking charge will be determined by the branch it was supplied from.; A: If you are not a Trade Customer, please see the Consumer Terms and Conditions for full details. You can return it within 14 days of the date of delivery / collection on the following grounds:; A: For all customers, unfortunately we cannot offer refunds or accept returns on the following:; Please see the Terms and Conditions for full details; if you are in any doubt, please contact our Online Support Team on 0845 030 4007 or online.support@wolseley.co.uk
Q: I purchased an item online which is faulty/damaged, how do I get a replacement for this?: A: You will need to contact the branch that supplied the item. You can either take the product back to the branch or arrange with them to deliver a replacement (and pick up the faulty item at the same time) on a date that suits you. For full details, please see the Terms and Conditions page.

Delivery Areas/Charges

Q: What are the delivery charges for the UK?: A: Please see details on our Delivery Information page.
Q: I wish to purchase an item and get it delivered to Northern Ireland / Scottish Highlands and Islands / Channel Islands / Southern Ireland* are there any delivery charges for this?: A: Yes there are Delivery charges for these areas, however you will be contacted by our Online Support Team before your order is released to the relevant branch and advised of this charge and whether or not you wish to proceed with your order.; *Southern Ireland: Unfortunately we do not have any branches in Southern Ireland, however you could collect your order from one of our Northern Ireland branches or arrange your own courier collection by speaking to the respective branch.
Q: How will you know which VAT rate to apply to my order?: A: Where a VAT rate other than the standard rate is to be applied, i.e. due to your country of residence, your order will be automatically reviewed by our Online Support Team who will apply the appropriate charges before your order is processed by the branch and your account charged.

Credit/Debit Card Information

Q: I paid by Credit/Debit Card online, when is the money taken from my account?: A: The money is only taken from your Credit/Debit Card once the branch that has your order prints the ticket for Delivery/Collection.
Q: What payment card options are available to me to use online?: A: You are able to pay for items in a variety of ways online using Visa, MasterCard and Amex.
Q: What happens if there is a problem paying for my order online?: A: If you encounter any problems paying for your order online then please speak to a member of our Online Support Team on 0845 030 4007.

Export

Q: Do you Ship Overseas?: A: Yes we do; please contact our Export Department direct on 01329 825532, or zd1.westhorndon@wolseley.co.uk who can assist with your requirements.

Order Amendments

Q: I wish to Add / Delete an item from my order after I’ve submitted it online, how can I do this?: A: Please contact our Online Support Team on 0845 030 4007 and providing your order has not been processed they can amend your order and advise you of the new amount. Alternatively, if you know the Branch that will be processing your order, please contact them; their contact details can be found in the Branch Locator.

Other Information

Q: Can I apply for a Trade Account online and are the details secure?: A: Unfortunately you cannot do this online. The options to apply for a trade account are as follows:
Q: As a Retail Customer can I register for both Plumb Center and Parts Center?: A: As a Retail Customer on registration to either website you will be automatically granted access to both Plumb Center and Parts Center websites which can be accessed using the same username and password.

Online Help / Information

Q: Why does the website automatically log me out?: A: For security reasons we have a session timeout feature on the website which will log you out automatically after 30 minutes of inactivity in order to protect your account.
Q: How do I register on the website?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team.
Q: How do I log on to the website?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team.
Q: How do I find products on the website?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team.
Q: How do I find a product if I don’t know the product code?: A: You can either search by using Keywords or by clicking on the Category Headers and then drill down by the relevant product you are looking for, e.g. Heating, then choose Domestic Boilers, then refine your choice by Brand, Model Number or Type.
Q: Where do I find Health and Safety Data sheets for products?: A: These can be found against the relevant products on the Product Details page, on the attachments tab. These can be downloaded.
Q: Where can I find Technical Information / Dimensions on products?: A: This information can be found on the Product Details page, on the specification tab.
Q: How do I check stock on the website?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team.
Q: How do I compare products on the website?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team.
Q: How do I place an order on the website?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team.
Q: How do I find a branch on the website?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team.
Q: How do I find my local branch?: A: You can either search by Town, County or Postcode on our Branch Locator finder where you can find:; When you are logged in, you also have the ability to select your preferred branch which will appear at the top of any search results.
Q: What functions are available for me in the "My Account" section?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team.
Q: What functions are available to an Account Administrator?: A: Please refer to our "Online Support" section or "Contact Us" to speak with a member of our Online Support Team. This functionality is only available to existing Wolseley Trade Customers who activate their trade account so as to buy online.
Q: What roles can be assigned to users by an Account Administrator and what access levels do these provide?: A: The following roles are available to be assigned to users by the Account Administrator only:; This functionality is only available to existing Wolseley Trade Customers who activate their trade account so as to buy online.