General

Where are you based?
We are based in the Midlands and our products are shipped out of a warehouse in Kitts Green.

 

Can I buy in bulk?
All the products we sell are bulk, but if you need multiple pallets please contact us and we will get you a great deal on delivery.

 

Are you trade only?
Whilst we are called InTheTrade, there is no requirement for you to be a registered tradesperson. Our products are sold by the pallet, so you just need to be able to buy in that quantity.

Orders

Can I track my order?
When you place an order we will let you know via email at the various stages. We intend to introduce live tracking in the near future.

 

Can I cancel my order?
Of course, as long as your order has not been dispatched. Once this happens, a courier fee has been incurred, which we will need to pass on to you, and depending upon your location will start at £30. If your delivery has already arrived, you will need to contact us to arrange collection, which will also be at your cost and starts at £30. Dispatch will usually be within 24 hours of your order being placed, so please ensure you definitely want the product prior to ordering.

 

Is there a minimum order?
No, as all products are sold in bulk, you can buy just one pallet if required.

 

Do I get a VAT invoice?
Yes, one will be included with the product.

 

Payment

What types of payment do you accept?
We accept all major payment cards. If you become a regular customer, we are happy to send you a purchase order so that you can pay direct by bank transfer.

 

Do you accept cash on delivery?
Delivery of pallets is very costly, so all products need to be paid for in full, prior to us sending them with our shipping company. Sadly therefore we cannot accept COD.

 

Delivery

How long will it take for my order to arrive?
Generally, products will leave the warehouse within 24 hours of order, Monday to Friday. We expect most deliveries to be with you within three business days but please allow four to be on the safe side. You need to be there to sign for your product on arrival.

 

Can you deliver to a residential address?
Yes, as long as access is available with a tail lift truck. Delivery is roadside or to site if there is access. It will be your responsibility to move your purchases from there.

 

Do you offer FORS delivery?
Yes, as long as your site is FORS accredited. There will be an additional cost for delivery, depending upon your location. If you require this, please contact us.

 

Returns

If I buy too many items, can I return them?
If you have a complete pallet then this can be returned to us, at your cost. Full information about each product is detailed on the website, so that you can work out what quantity you need before ordering. You need to let us know by email or using ‘contact us’ within a maximum of 14 days of receiving your product that you wish to return it.

 

Do I pay the cost of shipping for returns, and how much will it be?
Yes, you are responsible for return shipping, and the amount will depend upon your location, so please contact us to find out - prior to ordering, if this is a concern. The cost per pallet starts at £30 and goes up to over £100 per pallet for certain postcodes - it is very costly to ship 1,000kg of product!

 

What happens if the product is faulty?
If you think the product is faulty, please firstly contact the Make-Good technical helpline on 0121 369 0570. If after discussion you still believe the product is faulty, please contact us as we will need to investigate. If the items are found to be faulty, then yes, of course you will be refunded.

 

After I have returned a product, when will I receive my refund?
You will be refunded within a maximum of 14 days, once the product has arrived back with us.