New Culpitt.com User FAQs

Below you will find some helpful FAQS guide you through our new website!

You can also download our new Website User Guide here

Q. Can anyone shop on this website?

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

Back To Top

Q. How can I become a Culpitt customer?

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

Back To Top

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

A. I f 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.

Back To Top

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.

Back To Top

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

A. Members of the public can not 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.

Back To Top

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.

Back To Top

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

A. Yes, but you need to place your order before 12 noon.

Back To Top

Q. Can I place back orders on the website?

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

Back To Top

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.

Back To Top

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

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

Back To Top

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.

Back To Top

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.

Back To Top

Q. Is there still a small order charge for items that are ordered online?

A. The same minimum order sizes and charges apply on the website as for ordering in other ways. Please refer to your Terms and Conditions for details.

Back To Top

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.

Back To Top

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 use our Store Finder contact local stockist or mail order retailers for prices of the items they are interested in.

Back To Top

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

A. This item is currently out of stock. We do get deliveries of our popular lines very regularly, so it’s worth checking again if you are using a saved basket to compile an order over a few days.

Back To Top

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.

Back To Top

Q. I have forgotten my password, can I still log in?

A. You can log in, but we will need to reset your password for you first. Go to the log in screen and type in your username and click on forgotten my password. We will send you an e-mail with a link which you click to take you to a screen where you will need to answer your secret question, the website will check that the answer is correct, if it is you will be asked to type in a new password.

Back To Top

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.

Back To Top

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, they are PCI compliant.

Back To Top

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.

Back To Top

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.

Back To Top

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.

Back To Top

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 5 working days to let them know what you would like to return.

Back To Top

Q. I How can I get back to the home page?

A. Clicking on the Culpitt logo at the top of every page will take you back to the home page.

Back To Top