Frequently Asked Questions

To create an account, click Register on the blue bar above and simply fill in your details.

To sign in to your account, click Login on the blue bar above and enter your email and password into the form provided, then click ‘Login’

Click ‘forgotten your password’ and enter your email into the field and click ‘Retrieve Password’. We will then send you an email with a secure link to reset your password. Once received, click the link and follow the instructions.

Login to your Alplas account for options to change your password, shipping and delivery details.

When placing your order online the checkout process will give you the option of either SAGE Pay, where you can pay by credit or debit card or Paypal. We do not not accept American Express.

We are fully PCI DSS compliant and do not store any transaction details.

We charge the standard current VAT rate which is 20%. All of our prices are shown ex VAT and the VAT is added during the checkout process.

Once your order has been delivered we will automatically email you a copy of your invoice to the email address you entered when you placed your online order. If for any reason you do not receive your invoice please email [email protected] and we will happily resend.

For us to process your cancellation you will need to inform us in writing, by email or simply print and fill out our cancellation form, our Despatch Department will then arrange collection. We will refund the cost of your goods as long as what you are returning is in a resalable condition.

Customise the Colour features on a number of our product pages and this indicates which products we can offer to you in either standard colours or colour matched to Pantone, HEX or RAL reference number.

Minimum Order Quantity will apply but please contact our Sales Team by email [email protected] or phone 01702 541000

Next Day Service UK – £12.95

Order by 3pm on a working day (Monday-Thursday) and provided all of your order is in stock the delivery time is estimated as next day

2-3 Day Service UK – £8.95

Order by 3pm on a working day (Monday-Thursday) and provided all of your order is in stock stock the delivery time is estimated as 2-3 days

Please note that UK Mainland orders placed on the website or on the telephone with our Sales Team that are over £150 + VAT qualify for FREE delivery based on the total of the goods only. Your order will be on a 2-3 day service only, if you require a Next Day Service then please contact us 

Yes, we can arrange for a Saturday delivery but this option is not available online at the moment. Please do contact the Sales Team to discuss what options are available and there will be an additional charge to the standard delivery cost.

Yes, your order can be palletised if necessary and our despatch department always sends your order by the best, most economical, traceable method possible.

If your order totals over £150 + VAT and it requires a palletised despatch it will be subject to a surcharge. Our Sales Team will contact you directly to confirm your acceptance before any payment is taken.

All Deliveries are sent via a premium courier service, We currently use DPD and TNT. Orders are delivered up to 6:00pm and a signature will be required on the delivery unless otherwise stated.

There are occasions when deliveries may be delayed through circumstances out of our control and we will make every effort to keep you informed.

We do deliver to Northern Ireland but unfortunately we cannot calculate delivery costs online at the moment. You can, however still place your order online by selecting International Delivery in the drop down list during the checkout process. Your order will be placed but no payment for shipping will be taken until we contact you directly to confirm the weight, size and cost of your delivery, Our despatch department always ensures that orders are sent by the best, most economical, traceable method.

Yes, click & collect is FREE and can be picked up from our premises in Basildon, Essex, providing all of your order is in stock and placed online before 3pm.

When an order is placed you will receive an email to advise that your order has been successfully placed. This is not a confirmation that your order is ready to collect, you will be sent a separate email advising you that your order is ready to collect.

To cancel your order, simply contact our Sales Team directly by emailing us at [email protected] or using our LIVE CHAT during our working hours.

Please see our Returns Policy below for details

In accordance with the Distance Selling Regulations, you have 14 days from the day you receive your item to return your unwanted goods, as long as what you are returning is in a resalable condition.

If you cancel your order, we’ll refund you within 14 days of your cancellation request. This refund includes all payments you’ve made, including the initial delivery costs, except for extra charges if you chose a more expensive delivery method than our standard one. The reimbursement will be made using the same payment method you used for the purchase. We may wait to refund you until we receive the returned goods or you provide proof of sending them back, whichever happens first.

You must return the items to us within 14 days of informing us about your decision to cancel. If you return the items within this time frame, you won’t be responsible for any diminished value unless the handling goes beyond what’s necessary to check the nature, characteristics, and functioning of the goods. However, you’ll need to cover the direct return shipping costs.

Our Warehouse Team always ensure that orders are despatched with care, so damage is rare but if the box arrives damaged please refuse the delivery and notify us within 24 hours via our contact form.

If the damage was not noticeable until you have opened your delivery you must again notify us within 24 hours via our contact form. Please quote your Order No: this can be found in the right hand corner of your Delivery Note which will be securely fixed to the outside of your box. We will then contact you directly to request photos of the damaged goods and talk you through the next steps, so do please include your email address and telephone number on the original contact form.

Any bespoke products made to your specific requirements, such as cut to length extrusions or folded PVC are exempt from our returns policy and we cannot refund you for these goods.

If your order arrives and it is not what you were expecting then please notify us immediately using our contact form. Please quote your Order No : this can be found in the right hand corner of your Delivery Note which will be securely fixed to the outside of your box. One of our dedicated Despatch Team will contact you and resolve the issue, advising on the best solution.