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FAQs

Frequently asked questions

FAQs

Frequently asked questions

My Trade Account

  • Can I access other Wolseley websites using my same log in details?
  • I have forgotten my Password, who do I contact to get a new one?
  • I have entered my password wrong too many times and locked my account, who do I contact to get this unlocked?
  • Can I pay my monthly account online and if so is it secure?
  • I need to change my account details, can I do this online?
  • I can only see Trade Prices when I log in online with no discount, how do I see my discount prices?
  • Can I download my prices/discount terms?
  • Can I view my monthly statements online and download them?
  • How can I receive electronic statements instead of paper?
  • I am based in Northern Ireland and can't see my terms pricing or find items using my product codes.
  • What functions are available for me in the "My Account" section?
  • What roles can be assigned to users by an Account Administrator and what access levels do these provide?
  • An employee has now left my Organisation, how can we stop their Online access to our Account?
  • My Orders

  • I ordered an item online and have not received it, how can I track my order?
  • How long will it take for my order to be delivered?
  • Returns Information

  • I purchased an item online which is no longer needed, can I return it and will there be a Re-Stocking charge?
  • Delivery Areas/Charges

  • What are the delivery charges for the UK?
  • 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?
  • How will you know which VAT rate to apply to my order?
  • Credit & Debit Card Information

  • I paid by credit/debit card online, when is the money taken from my account?
  • What payment card options are available to me to use online?
  • What happens if there is a problem paying for my order online?
  • Export

  • Do you Ship Overseas?
  • Order Amendments

  • I wish to add / delete an item from my order after I’ve submitted it online, how can I do this?
  • Can I apply for a Trade Account online and are the details secure?
  • Other Information

  • As a Retail Customer can I register for both Parts Center and Plumb Center?
  • Online Help & Information

  • Why does the website automatically log me out?
  • How do I find a product if I don’t know the product code?
  • Where do I find health and safety data sheets for products?
  • Where can I find technical information / dimensions on products?
  • How do I Order a brochure?
  • How do I check stock on the website?
  • How do I compare products on the website?
  • How do I place an order on the website?
  • How do I register on the website?
  • How do I log on to the website?
  • How do I find my local branch?
  • Browser Compatibility

  • Which browsers are compatible with our website?
  • Careers

  • What Career opportunities are there at Parts Center?
  • Environment

  • Can I return Waste Electrical & Electronic Equipment (WEEE) to my local branch?
  • How can I find my nearest household waste recycling centre?


  • My Trade Account

    Q: Can I access other Wolseley websites using my same log in details?

    A: Unfortunately the username you use for Parts Center and Plumb 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: If you have forgotten your Password

    Click on “Login” at the top of the homepage and then click the “Forgotten your password?”link, from which you will be asked to enter your email address. A new temporary password will be sent automatically to your email address. When you login using your temporary password you will be prompted to change it to one of your own choice for security reasons.

    If you have not received your temporary password to your email address.

    Please speak to a member of our Online Support Team on 0344 292 7057 who will be able to reset this for you.

    Q: I have entered my password wrong too many times and locked my account, who do I contact to get this unlocked?

    A: Please speak to a member of our Online Support Team on 0344 292 7057 who will be able to reset this for you.

    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

    If you wish to pay your account by telephone.

    Call the payment line on 01765 696789 Please Note: Paying your monthly account by Credit Card will incur a 2% charge; there is NO charge for paying by Debit Card.

    If you wish to pay your account by cheque.

    Please send to the address listed on your monthly statement or hand in at your local branch.

    If you wish to pay your account by Direct Debit.

    You can set up a BACS payment through your bank. Contact our Online Support Team on 0344 292 7057 who will be able to give you our bank details.

    Q: I need to change my account details, can I do this online?

    A: Yes you can request a change to your account details which are listed under ‘My Company Details’ in the left hand column of the ‘My Account’ section of the website once you are logged in. Click ‘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 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 user profiles.

    Q: I can only see Trade Prices when I log in online with no discount, how do I see my discount prices?

    If you are the Account Administrator of your Online account.

    Your account may have been set up to view Trade Prices rather than your Nett Prices. Please get in touch, either by phone on 0344 292 7057 or complete the Contact Us form. Our Online Support Team will let you know when we have changed your prices to Net 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?

    If you are the Account Administrator or an Account Buyer.

    Go to the ‘My Account’ section and 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’. Please Note: This can take a few hours to process depending on the amount of product ranges you have selected. You will then receive an e-mail with a Link to your download. Unzip the C.S.V. file which will open from your spreadsheet application (e.g. Excel, Lotus). The file will only be available to download for 7 days before it is removed from our server.

    If you are an Account Viewer.

    You will need to speak to your Account Administrator

    Q: Can I view my monthly statements online and download them?

    If you are the Account Administrator or an Account Buyer.

    You can view your outstanding invoices and credits for your account by accessing the 'My Invoices and Credits' section under the ‘My Account’ section. Simply select a month and all corresponding outstanding invoices and credits will be displayed.

    Q: How can I receive electronic statements instead of paper?

    If you are the Account Administrator.

    On the ‘My Account’ homepage once you are logged in, click the link to the eXtra website either: To register if you haven’t done so already or login to view your points balance/claim your points. You can also call 0845 603 5290 to redeem your points.

    Q. I am based in Northern Ireland and can't see my terms pricing or find items using my product codes.

    A: Some manufacturers use different product codes in Northern Ireland 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 you buy. We apologise for any inconvenience this may cause. You can still 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: 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.

    If you assign a user a Buyers role.

    They will have full access to buy on the website and have full visibility of pricing. They will also have access to: Invoices & Credits, Order History, Price Downloads, Job Lists, Saved Baskets, Personal Information, Address Management, Ebilling & My Recently Viewed Items.

    If you assign a user a Viewer role.

    They will be able to view Retail prices but will not be able to purchase online. They will also have access to: Order History, Saved Baskets, Personal Information, & My Recently Viewed Items.

    Q: An employee has now left my Organisation, how can we stop their Online access to our Account?

    A: As an Account Administrator you can either log into your Online Account and under the ‘My Account’ section under ‘Online Account Administration’ click on ‘Assign Roles’ then select the user, click on Inactive and then click the ‘Assign’ button. Alternatively you can contact the Online Support Team on 0344 292 7057 and they can disable their access on your behalf.

    My Orders

    Q: I ordered an item online and have not received it, how can I track my order?

    If you are the Account Administrator or an Account Buyer.

    To track an order simply login to your account and click on ‘My Order History’ in the left hand column of the ‘My Account’ section. From here you can search by various options to track your account’s orders. If you require any additional help please speak to a member of the Online Support Team on 0344 292 7057 who will be happy to help you.

    Q: How long will it take for my order to be delivered?

    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 0344 292 7057.

    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:

    • Items will only be accepted if they are in brand new, unused condition and fit for immediate re-sale.
    • Packaged items will only be accepted if the package remains unbroken and in reasonable condition.
    • You supply the advice note / proof of purchase (not the email confirmation of the order).
    • We are unable to accept returns of PCB’s, unless they are deemed faulty, under any circumstances due to the nature of the product. We apologise for any inconvenience this may cause. Where a PCB is deemed faulty we will only offer a credit once we have received confirmation of the fault from the manufacturer and we have received a credit which we are able to pass on to you.

    A: 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:

    • Items will only be accepted if you have taken reasonable care of them and they are unused.
    • You return all the original packaging where possible to do so
    • You supply the advice note / proof of purchase (not the email confirmation of the order).

    A: For all customers, unfortunately we cannot offer refunds or accept returns on the following:

    • Special Order Goods
    • If sealed packages have been opened on sensitive electronic goods (e.g. boiler printed circuit boards).
    • Goods that have been fitted.
    • Specially manufactured products (trade only).

    Please see the Terms and Conditions for full details; if you are in any doubt, please contact our Online Support Team on 0344 292 7057 or use the "Contact Us" form on the homepage of the Website.

    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 of charges 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 various 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.If you are a customer in 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. Please note: We do not accept Visa Electron cards.

    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 0344 292 7057 .

    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 0344 292 7057 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 on 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:

    • Download and complete the PDF copy of the Wolseley Credit Account Application Form available online and hand it in at your local branch or post it to the address on the form. To download the form online, click on “Login / Register” at the top of the homepage, click the continue button where it says “New to Plumb Center Online”. Where it says “New Trade Customer”, click the PDF download.
    • Pick up and complete the Wolseley Credit Account Application Form at your local branch.

    Q: As a Retail Customer can I register for both Parts Center and Plumb Center?

    A: As a Retail Customer currently you will need to register on both Websites as we will be launching a new Parts Center Website in the near future. The current Parts Center website has to be accessed using a username and password whereas the Plumb Center site is accessed using your e-mail address 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 1 hour of inactivity in order to protect your account.

    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 the category headers and then drill down by the relevant product you are looking for, e.g. Heating, then choose Heating Essentials, 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 and can be downloaded from there. If the relevant Safety Data Sheet is not listed then please contact a member of our Online Support Team on 0344 292 7057 who will be able to provide you with your requirements.

    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, or Attachments tab if Data Sheets are available.

    Q: How do I Order a brochure?

    A: On the homepage you will see the Order/View Brochures section. Simply click on the link and this will open a new page where you will find all available brochures we currently have listed. Click on the Add to Order button and when selection has been made click Checkout at the top of the page, fill in your details then click Submit.

    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 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 my local branch?

    A: You can either search by Town, County or Postcode on our Branch Locator where you can find:

    • Branch details such as address, phone number and opening hours.
    • Map of the area where the branch is situated.

    When you are logged in, if you have selected your preferred branch this will then appear at the top of any search results on the Branch Locator.

    Browser Compatibility

    Q: Which browsers are compatible with our website?

    A: Currently the following browsers are compatible with the Parts Center Website: Internet Explorer 7, 8 & 9 Firefox, Google Chrome & Safari.

    However should you experience any error messages/issues with any of our website features, please either:

    • Clear your browsing history and cache, then close down your browser and restart.
    • Speak to a member of our Online Support Team on 0344 292 7057.

    Careers

    Q: What Career opportunities are there at Parts Center?

    A: You can search on our Careers Website www.wolseleycareers.co.uk for any vacancies that may be available in your area by entering your postcode and searching within a certain distance. You can also select the Advanced Search option where you can search by specific brand or business.

    Environment

    Q: Can I return Waste Electrical & Electronic Equipment (WEEE) to my local branch?

    A: You may return any used item of household (WEEE) to any branch of Wolseley UK when purchasing a similar new item or take any used electrical item to your local civic amenity site free of charge. For more information download the WEEE Customer Notice.

    Q: How can I find my nearest household waste recycling centre?

    A: You can visit www.recycle-more.co.uk and enter your postcode to find your nearest recycling point or you can call the recycle helpline direct on 08450 682572.

Customer Complaints

This website is owned and operated by Wolseley UK Ltd. Registration number : 00636445, Registered : England

Registered Office : The Wolseley Center, Harrison Way, Leamington Spa, Warwickshire, CV31 3HH