fAQ's

How long will I have to wait before my items are delivered?
As soon as your order has been collected by the courier we will inform you by email of when your delivery is expected to arrive. No delivery should take more than 5 working days. Normally any order received, where all items are in stock, should be dispatched the next working day (excluding bank holidays and weekends). If we do not have an item stocked we can normally obtain the item and have it dispatched by the following working day which would mean the order would normally be dispatched within 2 working days.
If your delivery address is local to ourselves (within about 30 miles of our address), and we have all items stocked, and you place your order before 3pm, then we may be able to use our own delivery van and get the items to you by the next working day. Contact us if you would like next day delivery, but would like to be sure we can do this for you.

What are the delivery charges?
The standard delivery charge is £9.99 whilst your order is under £100(Ex-VAT). Once your order reaches this amount excluding VAT, there is no charge for delivery. Also, items (excluding liquids) have been given a weight value by ourselves which, when added together, come under our weight limit then the delivery charge will only be £4.99. Unfortunately, if any liquids are included in your delivery the £9.99 delivery will be automatically applied, unless you reach £100 (Ex-VAT) on your order.

Can I order from outside the UK or Ireland?
Unfortunately, we can only deliver to England, Scotland and Wales. If you do try to order from outside the UK, your card may still be processed and a payment taken, which may require up to 14 days processing through our accounts department, before we can arrange for a refund to be made.

Can I have my order delivered to an address of my choosing?
Unfortunately, we can only deliver to the same address as that for the credit/debit card that you supplied. We are looking into the possibility of changing this in the future for regular customers, but currently this is not an option.

What happens if I'm not there to receive delivery?
The courier should leave a card to let you know that an attempt was made to deliver to you, but was unsuccessful. That card will contain contact details for you, so that you can arrange to either collect the parcel yourself, or arrange for a specific delivery date/time.

Can I arrange for the delivery to be left somewhere on premises, if I know I won't be there to receive it?
No, the delivery driver will require a signature from yourself to confirm that the delivery has been made.

For more information about our delivery policy please read our Terms and Conditions.

I'm worried about credit card security. How safe is my payment?
All our credit card payment pages are secured using 128 bit encryption so that no data passed from us to SagePay, in the unlikely event that it were intercepted, would be readable. We do not store your card details on our site except during the short time that the payment is being processed. Once the payment has completed any card details are cleared. We only hold customer contact details and details about the order and nothing else.

Can I order by any other means?
No, in order to keep the costs to you as low as possible, we can only allow orders via our website.

What is Internet Cardholder Authentication?
Also know as 3D Secure, this is a system that has been put in place by the card issuers to help reduce credit card fraud when making purchases over the internet, generally via an e-commerce website. It provides an extra layer of protection by requiring that the purchaser provides some additional security information that directly relates to that card and which only the cardholder should be aware of. So even if the card were to fall into the wrong hands it could not be used to buy any products online because they would not be able to provide the required security information and so the card would be declined. See this Wikipedia Article for more information.

If I haven't set up Internet Cardholder Authentication can I still purchase goods?
Yes, it may be possible to proceed, though we cannot guarantee that the payment will be authorised. Once your details are sent to SagePay for processing it is up to their system to decide whether the payment is sufficiently safe enough to allow. We do feel, however that it is a step in the right direction and should help improve upon strict merchant banking security requirements these days, and hopefully you, the customer, will also see the benefit that this extra security provides when shopping online.

Can I pay by any other currency other than pounds sterling?
No, we only accept pounds sterling as the only currency.

How will I know when the transaction has been completed?
Once you have filled out the relevant details about yourself, the delivery address and your card details, the payment can then be processed. If there are any problems with the information that you provide you will be informed of this at the time, and no payment will be processed until our form processing is satisfied that you have provided us with correct information for the payment to be processed. Once our site is satisfied that the everything is ok and you have passed through Internet Cardholder Authentication screening, the data is then sent to SagePay who process the card details to confirm that they are in order and that there are sufficient funds to cover the transaction. If all this is ok and the payment is taken then you will be directed to a Thank You page which will provide details of the transaction and what was ordered whilst, at the same time, an email will be sent to the address you provided with the same transaction information.

If, at any stage there is a problem, our website will let you know of what the problem was and any steps, if any, that you may need to take.

Why do I need to provide an email address?
For several reasons. One, it allows us to send to you confirmation of your order details so you have proof for your records of the items you ordered. Secondly, to lessen the chance of online fraud taking place, it is a necessary requirement to be able to provide an email address for any customer that makes a purchase from our site in the event of any dispute between ourselves and the customer. Thirdly, as a company policy, we check the customer's email address to determine if it is genuine before sending out the goods ordered. If the email address appears suspicious to us then we may want to contact the customer to confirm they are genuine before we send the items.

What if I want to return an item?
We want you to be completely satisfied with your purchases. Please let us know if you are not entirely satisfied with our products or our service, so that we can rectify the situation. We try to ensure that the products are of merchantable quality and fit for the purpose they were manufactured for, although sometimes faults do occur.
If for any reason you are unhappy with your purchase you can return it to us in its original condition within 14 days of the date you received the item and we will issue a full refund for the price you paid for the item (original delivery and return delivery costs, wherever made by Chalkwell Cleaning Supplies, will still be payable by the customer). You can expect a refund in the same form of payment originally used for the purchase within 5 days of our receiving your return. If you require an exchange, please place a new order online.
Please email info@chalkwellcleaningsupplies.co.uk or fill out the email form on our contacts page. Please provide your order number and which items you wish to return, to obtain a returns number which needs to be written on the outside of the parcel. Please re-package the goods and send to the address below:-

Chalkwell Cleaning Supplies
573 London Road
Westcliff on Sea
Essex
SS0 9PQ

Please enclose a note stating your order number and the reason for your return.

Items returned because they are damaged, defective or incorrect:

If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us by refunding your return postage costs. You can expect a refund in the same form of payment originally used for the purchase within 5 days of our receiving your return. Chalkwell Cleaning Supplies will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.