Online Orders FAQs

Please find below a list of frequently asked questions in relation to orders placed online. If the information you need is not on this page and you require help placing an order or with an existing order, please contact us here.

For branch-related questions, please contact your local branch.

What payment options are available?
For your piece of mind and to combat fraudulent transactions we process our online payments through Opayo secure payment processing service. We accept the following payment types: Visa, Visa Electron, MasterCard and Delta.

Where do you deliver to?
For information about our delivery service, please click here.

How do I know which products are available to buy online?
Enter your postcode or town/ city to select your local branch. This will filter which products are available in your selected branch.

Please note, while we're continuously adding products to our website, not all of our products in store are available online. 

If a specific product that you are looking for is not on our website or is unavailable at your location, please contact your local branch who will be able to advise further.

When will I receive my order?
We aim to despatch your order as soon as possible. We will keep you informed by email on your order and when you can expect your goods to arrive. 

Can I order online and pick up in store?
Unfortunately this option is not currently available. For orders collected in branch, we recommend contacting your local branch directly by clicking here.

I’ve ordered 3 products but I’ve only received one?
We aim to get all products out to our customers as soon as possible, and delivered from your local branch, but in some cases different products might be coming from different locations.

However, all orders are processed centrally which means you can expect the same high quality customer service for online orders as you would if you visited a Huws Gray branch.

What do I do if my order hasn’t arrived?
If you haven’t received your full order within 7 working days and you haven't received a notification to let you know of any delays, please contact us immediately.

From time to time situations may arise that are beyond our control therefore Huws Gray strongly recommend you should always await delivery of the goods before you contact a tradesman to carry out any relevant work. Huws Gray shall not be held responsible for any costs incurred from tradesmen being on-site before the goods have arrived.

My product(s) has been damaged in transit?
If you find that your product(s) has been damaged when you receive it, please contact your local branch as soon as possible and within 7 days to arrange a collection.

If you require further support, please contact our online customer service team with your order number and details so we can investigate the matter further.

How do I cancel my order?
If you need to cancel your order, please contact your local branch or our online sales team as soon as possible.

Once your order has been processed for delivery, it is not possible to cancel it. You will need to refuse delivery of the parcel, or accept the delivery and return the goods to us. 

How do I return an item?
For details on how to return an item, please click here.

When I place my order I am being charged extra for packaging and handling. Why?
The last thing we want is for your delivered product to be damaged. Therefore some items such as multi fuel stoves may require extra packaging and trained handling to ensure they get delivered promptly and safely.

Will you take pallets back?
Unfortunately we are unable to accept returned pallets. We suggest you dispose of them in an environmentally safe manner, please contact your local Council for more information.

Where can I get advice on fitting my product or planning my project?
If you want any advice, our dedicated team would be more than happy to help. Please fill in an enquiry form.

Where will you off-load my goods?
Goods will be offloaded at the nearest flat-surfaced kerbside. The driver will not be responsible for getting your goods into the property.