FAQ

How to shop online with Lows

We have put together a list of FAQs to help you shop on our trade only website.

 
How to Log In Online

Whether you’ve bought from us before, or it’s your first time hearing about us, all of our customers need to register on our website as its trade only.  To do this is very simple, just click the link “login/register”, and fill in your details.  We can then get you approved and you’ll be up and running.  We will send you an email when you’ve been approved, so keep an eye on your emails (including your junk as some like to hide there).  By doing it this way, it means you can have several people at the same company all registered to view the website under their own emails, but still linked to the same company account.  Please be aware if you register at the weekend your request will not be dealt with until the office opens on Monday.

 
What should I do if I have forgotten my password?

When trying to log in, there is a link that says ‘Forgot your password’, click on this, fill in your email address and a password reminder will be emailed to you. Alternatively, you can call or email us, and we can send a password reminder to your registered email address.

 
Is there a minimum order?

Yes, our minimum order value for all orders is £250 excluding VAT.  For Northern and Southern Ireland, orders over £1000 are carriage paid.  For any orders under this value there will be a delivery charge - please get in touch and we can arrange the delivery for you as our website cannot process these.

 
Do I have to stick to box quantities?

Yes, you have to stick to box quantities. Unfortunately we cannot split boxes as this how the items have been sent to us by the supplier. The same goes for Glenweave sets – we cannot split sets as this is how these items are sold.

 
How do I know my order has been submitted?

When viewing your basket, there is an option at the bottom to press ‘Checkout Now’, you must click on this and this will take to you an overview of your order.  You then need to click on the order button below your delivery details to confirm the order. (Please remember to check your delivery address as this is where we will send your goods.)  This should then bring you to a new screen thanking you for your order and you should also receive an email confirmation of your order – this is how you know your order has been submitted. If you do not get sent to this screen, or receive an email copy of your order, you have not yet finished the process and will need to do this before we can see you order.

 
What if something is out of stock?

You can still add it to your order, and it will be despatched once it is back in stock.  We work on a back order system and will continue to deliver the goods until the order is completed.  If you no longer require some of your items on the back order, please let us know so that we can cancel these items for you.

 
How to pre-order

Some of our products are not always available straight away, in particular our Christmas range.  But not to worry, our website still allows you to order the items you want, and then arrange for them to be sent when they’re back in stock.  The date shown in the box is the date we expect the item to be back in stock, but you can change this to a later date if you prefer.  E.g. the product is due the 1st September, but you don’t want delivery until the 1st October, you can just change the date and we’ll deliver it for the 1st October.

 
How long is delivery?

Our standard delivery to mainland UK is up to 3 working days, with orders placed before 12pm being despatched that day.  We do offer a next day service for £15 - if you require your goods to be upgraded to this service please get in touch as our website does not offer this option.  Northern and Southern Ireland standard delivery is 3-5 working days.  Our carriers deliver up until 6pm Monday – Friday (not including bank holidays).  During our busy period, it may take an extra day to get your goods to you due to the volume of orders being processed, but we always do our best to get them out as quickly as possible.

 
Can I collect my order?

Orders can be collected from our warehouse in Errol, Perthshire.  Please get in touch if you would like to arrange collection of your order.

 
Can I book delivery for a specific date?

For items that are in stock, the website assumes you are looking for immediate despatch.  However if you would like to book delivery for a specific date, process your order as normal, and then give us a call or drop us an email and we can arrange delivery for your preferred date.  Please be aware that if you are looking for next day delivery it will incur a charge of £15 to cover the carriage costs.

 
Do you exhibit at trade shows?

We exhibit at NEC Spring Fair, Harrogate Christmas Fair, Glee and Saltex.  Please check our home page for current shows and dates.

 
I have received faulty goods/short delivery, how do I claim?

Whilst every care is taken to ensure your goods arrive with you in excellent condition, sometimes it does happen that some items can be broken in transit.  In these situations, we ask that you take pictures of the damages and email them to sales@lows.co.uk, along with the product code and quantity that are damaged.  In the case of short delivery, if you let us know either by email or phone we can then look into the missing items and then arrange either to send the missing goods or issue a credit note as you prefer.  We understand that some goods can arrive several weeks before they are needed in your store, but we do ask that you check the stock as soon as possible upon receipt as the sooner we know about damages and shortages, the easier and quicker it is for us to resolve the problem.

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