Frequently Asked Questions

Depots

When are you open?

Our Depots are open 7:30am to 5:30pm Monday to Friday, 8:00am to 12:30pm on Saturdays and are closed Sundays and Bank Holiday Mondays. Our Central Sales and Support office is open Monday to Friday 8:00am to 5:30pm. Our website is open for orders 24 hours a day, 365 days a year.

Where are your Depots located?

We have five Protrade Depots which are in Derby, Burton-On-Trent, Chesterfield, Mansfield and Nottingham. All our Depots offer sales, a repair facility, PAT testing and tool hire.

How does Click and Collect work?

Click and collect is free of charge and available Monday to Friday 8:30am to 5:00pm. Depending if stock is available, you can click and collect from one of our five Protrade Depots. You can choose from Burton, Chesterfield, Derby, Mansfield or Nottingham and within 10 minutes your items will be ready for collection.

Which is the best way to contact you?

You can either contact us via telephone on 03452 60 20 80 or email us at sales@protrade.co.uk. Alternatively, our live chat is available most days (bottom right hand corner).

 

 

Delivery

What are your delivery charges?

All orders over £50.00+vat will receive free next day delivery. Orders under £50.00+vat will result in a £4.95 charge. Before 10am, before noon or Saturday deliveries are also available. Check out our delivery page for full details.

What is the latest time I can order to receive next day delivery?

All orders must be placed by 5pm to be despatched that day. Next day is regarded as ‘next working day’ ie. Monday to Friday.

Can I request for Saturday delivery?

Saturday deliveries are available but will incur extra delivery charges. You have the option to confirm your delivery method at the checkout.

Can I track my parcel?

For all good sends by FedEx, you will receive an email once it has been despatched with an online tracking link showing you the location of your parcel. If your goods have been sent by our local delivery vehicle, please call customer services on 03452 60 20 80 to check the status.

What happens if no one is in to receive the delivery?

All delivered parcels require a signature from the recipient. If there is nobody in at the address, a card will be left confirming the attempted delivery. There will also be a contact telephone number for re-arranging a convenient delivery date. Another option is you can collect the parcel from your local Carrier Depot. Please note if you have purchased a knife online, you will may also need to provide ID to prove you are aged 18 or over.

Why does my packaging looks different to the items I ordered?

Our warehouse handles thousands of parcels every day. In order to reduce costs to the customer and to be environmentally friendly, we reuse and recycle outer packaging. If you think we may have sent the wrong item, please ensure you look inside the packaging first prior to contacting us.

What is your return policy?

In the unlikely event that you are not totally satisfied with your product, you can return it to us within14 days in its original packaging and condition for a full refund or exchange.

Are your products for use in the UK only?

All our products are UK specification products for use in the UK.

 

Payment

What payments do you accept?

Payment online can be made by credit card, debit card or PayPal. 30-day accounts are also available. HireBuy is also a common method for payment. HireBuy enables you to confidently invest in new equipment. ‘Hire’ a brand new power tool for up to 24 months and at the end of the ‘hire’ period…keep it ! To review our payment options – click here.

What if I want to buy something on credit?

If you would like to apply for a Trade Account with 30 day credit terms, please print and fill out the account application form and return by post to – Accounts Department, DIPT Group, Sidney Robinson Business Park, Ascot Drive, Derby, DE24 8EH. All account applications are subject to status.

How do I know my promotion code has been accepted?

Once you checkout, you will see that your promotion code has been taken off the total.

 

Your Account

I have forgotten my password and can’t get into my account, what should I do?

Click on the forgotten password link and enter your email address. You will receive an email with instructions on how to reset your password.

What will I receive if I subscribe to newsletters?

Subscribed customers will receive occasional emails receiving the latest offers, products and events. If you wish to stop receiving these emails at any time, you can unsubscribe at the bottom of the email. Please allow 24 hours for this to process. If you would like to subscribe to our newsletters, please click ‘send me deals’ above the footer.

Are my personal details stored securely?

At Protrade we respect your privacy and are committed to protecting your personal data. We do not rent or sell your information on to other companies. All your details are kept confidential. To see how we store your personal data click here.

How do I add an additional user to my Protrade account?

Click onto ‘Your Account’ and ‘Account Users’. This then gives you the option to send an invitation email to the new user. The invitation is only valid for seven days. You can revoke their access at any time.

How do I add a new delivery address?

Click onto ‘Your Account’ and ‘Address Book’. This then gives you the option to add a new shipping address which can be made the primary delivery address.

 

Products

What warranty comes with the goods?

All our goods are covered by the standard manufactures warranty. However, at Protrade we exclusively offer extended warranties on all #BestValueNoMessin tools with our preferred partners, over and above the manufacturer’s warranty. For more information please visit our warranty and logging page.

What is the #BestValueNoMessin Support Package?

There are several benefits when purchasing your power tools from Protrade. Our #BestValueNoMessin Support Package gives you additional warranty cover over and above the manufacturer’s warranty. Also, there is no need to register your extended warranty – we do it for you! For more information on the benefits of the power tool support package – click here.

I noticed the image of the product is slightly different to what I received, why is this?

All our images on the website are either from manufacturer’s stock images or images we have taken ourselves. Sometimes, manufacturers alter their products slightly. If the change is significant, we usually upload a new image. However if the item is incorrect – please contact our Central Sales and Support Team.