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FAQ's

Below you will find some helpful FAQS to guide you through using our website!
   
Q. Can anyone shop on this website?

A. No. Only our trade customers can buy from this website.

Q. How can I become a Culpitt customer?

A. Culpitt is a wholesale supplier to trade customers only. If you are a trade customer who is interested in opening an account with us, please click here to complete an Account application form.

Q. Can I place orders on the website outside office hours?

A. If you have an account with us, you can place orders on the website 24 hours a day, 7 days a week. Orders placed outside working hours will be passed to our warehouse at the start of the next working day.

Q. Are all Culpitt products available to order online?

A. All of the items in our Catalogue range are available for our trade customers to order online. Some of our larger customers have products that we make specifically for them; these items can’t be ordered on the website.

Q. I can’t find a way to place an order on the website?

A. Members of the public cannot place orders on this website. If you are a trade customer, you need to log in to the My Account section of the website, from there you can create your order. You can use the Quick Order Pad, a Saved Basket, a Previous Order or search the online Catalogue and add the lines you want to a basket to compile your order.

Q. Will I get my order any quicker if I order on the website?

A. Website orders are picked and shipped from our normal warehouse, so the delivery times are the same.

Q. Can I place an order for express delivery on the website?

A. Yes, but you need to place your order before 1pm.

Q. Can I place back orders on the website?

A. You can’t place a back order on the website.

Q. Can I place an order for delivery in the future?

A. Any orders placed on www.culpitt.com are for immediate delivery. Please contact our Customer Services Team if you need to place an order that you don’t want yet.

Q. Will I get an acknowledgement of my online order?

A. Yes, we will send an acknowledgement of your order to your e-mail address within an hour of your order being sent to us.

Q. Can I track orders that I place on the website?

A. If you go into the detail of a Previous Order you can see whether the items have been despatched or are awaiting despatch. You can’t see the progress of an order which is in transit to you.

Q. Is there any difference to my prices and Terms and Conditions if I order on the website?

A. There is no difference to the Terms and Conditions irrespective of whether you order over the website or via other routes. In normal circumstances the pricing is the same on the website too, but from time to time we may have exclusive offers on the website.

Q. I can’t login because I don’t have a username or password?

A. Only trade customers can login to the shopping section of the website. If you are a trade customer we will have sent you details of your username and password.

Q. Why can’t I see prices for any of the products?

A. Buying prices and SRPs are only visible to trade customers who are logged into the My Account section of the website. Members of the public can see the range, but would need to contact local stockists or shop at our sister site, www.craftcompany.co.uk 

Q. There is no “add to basket“ button under the item I want?

A. This item is currently out of stock. We do get deliveries daily, especially on our most popular lines.  You have the option to be notified when an item is back in stock.  

Q. Why was an item that was in my Basket out of stock when I completed my order?

A. The Website checks stock levels against our stock management system several times during the website ordering process. The stock is only actually allocated to your order when you complete this process. If you take a long time to complete an order (e.g. if you are working with a saved basket or if you start an order in the morning and finish it later in the day), items which were available when you started the order may be out of stock when you come to complete it. If this happens you will get a message saying that the item is out of stock and you will be asked to remove it from the basket.

Q. I have placed an order on the phone and can’t see it in the Previous Orders in My Account?

A. The Previous Orders section only shows the details of orders which have been placed on the website.

Q. Is the website secure for taking credit / debit card payments?

A. Yes. All payments are handled for us by a fully secure finance company who are PCI compliant.

Q. Will you keep any of the details I enter for credit / debit card payments?

A. No. All card payments are handled for us by a fully secure finance company. To protect your security, all the details you enter in the payment section of the website go directly to the finance company and we do not get a copy of any of the information.

Q. When will the payment be taken if I choose to pay now using a credit or debit card?

A. The payment will be taken immediately.

Q. Why am I getting a message to tell me to contact Customer Services?

A. At the moment we aren’t able to take an order for you on the website. Please call our Customer Services team and they will be able to look at your account details and let you know what the issue is.

Q. What should I do if I need to return something that I ordered on the website?

A. Our normal Terms and Conditions apply, so you would need to call our Customer Services Team within 7 working days to let them know what you would like to return.  Please see our Delivery and Returns page.