0333 207 4497

FAQs Frequently Asked Questions

Company Information Pack

Download the latest company information pack, where you can find our most recent policies and details.

Download Company Information Pack

What's in the company information pack?

General company details
Export procedure statement
Quality policy (including ISO 9001:2015 certificate)
Environmental policy
USA-specific statements
Health and safety policy (incl. RoHS and REACH statements)
Ethical policies (incl. Conflict Minerals Statement)
Modern Slavery Act statements
GDPR policy for customers
Business Insurance certificate
Terms and Conditions of Sale

Contact and Company Details

Technical support and assistance

We have a team of technical sales coordinators who are here to help with your calls and enquiries. You can contact them in a variety of ways:

Telephone - 0333 207 4497 or +(44) 01483 266 777 (on weekdays 8.30 am to 5.30 pm)
Fax: +(44) 01483 266 778 (24 hours)
Email - info@wixroyd.com
Live chat system - on website
Post - Wixroyd International Ltd, Alexia House, Glenmore Business Park, Portfield Works, Chichester, PO19 7BJ.

What are your operating hours?

The operating hours of our sales office and technical helpline are Monday-Friday, 8.30 am to 5.30 pm.

Telephone - 0333 207 4497 or +(44) 01483 266 777 (on weekdays 8.30 am to 5.30 pm)
Fax: +(44) 01483 266 778 (24 hours)
Email - info@wixroyd.com
Live chat system - on website
Post - Wixroyd International Ltd, Alexia House, Glenmore Business Park, Portfield Works, Chichester, PO19 7BJ.

Can I visit to discuss my application?

At present, we cannot help people who turn up to our offices without a prearranged appointment. However, we can offer pre-arranged appointments, or alternatively, we are happy to arrange for one of our sales engineers to visit to discuss large potential usage technical applications. Please contact our technical support team to discuss your needs.

Wixroyd International Ltd's bank details

Our bank details can be found on our invoices or you can request them by contacting our sales support team (details below). Thank you.

Feedback

We welcome and appreciate your feedback. Should you have any comments about our service or any other matter, please email us at info@wixroyd.com. Thank you.

Cookie policy and GDPR policy

For our full statement on the use of Cookies on our website, please click here. We use Cookies to make your customer experience better - for example, we use them to save items that are in your online shopping basket. You can also find our GDPR statement for customers in our company information pack.

Ordering: Parts, Prices and Availability

Where do I find a full Wixroyd order number?

All order numbers are shown in our catalogue pages or on our website. You can also download pdf information pages by clicking on the 'Data Sheet' tab on a part's website page.

A typical Wixroyd order number is 10000.W0007, where 10000 is the product type and W0007 is the size of product. To accommodate for the ever expanding nature of our product range, we have recently changed our product order numbers - where previously we had an order number of 1000.W007, where 1000 is the product type and .W007 is the size of product, we have added two additional zeros resulting in a new order number of 10000.W0007 - where 10000 is the product type and .W0007 is the size of product. Note that the dimensional details of the products have not changed. When you enter old part numbers into our new website you will be advised of the change in part number, and will be automatically redirected to the updated part number.

Product prices and availability

The website displays product prices and availability. If you require confirmation of price or availability in writing, please contact our sales support team (see below for details) stating the full Wixroyd order number and quantity required. All prices quoted are net prices in GBP and are exclusive of VAT. Carriage costs are always charged extra.

Typical lead times on non-stock items can vary due to production scheduling - please go on the website or contact our sales office for the latest delivery times. If using the 'Find Price' section of our website, please be aware that while every effort is made to ensure the information is as up-to-date and accurate as possible, delays in updating this site can occur and errors can sometimes be made. Please note our sales order acknowledgement, supplied on receipt of orders, will contain the correct and over-riding price, and it is at this price that goods will be charged and invoiced.

Do I need to have an account, or can I pay by credit card?

Wixroyd accept most major credit cards (excluding American Express). This is most often the quickest and easiest way to place an order. For trade and business customers we are happy to provide a credit account, but are only able to do so after payment of your first order by credit card. Your first order must be a minimum of £30 on goods alone. After your first credit card payment, we can offer a credit account with payment terms of 30 days from date of invoice. Don't worry - there are no additional forms to fill in!

For your own security, please do not state your credit card details on your order. We will contact you separately for these details, so please provide a telephone number that we can reach you on. You can also make payment by BACS or cheque – please refer to our bank details on our invoices. Alternatively, you can place an order with us via our website, which will prompt you for a credit card payment at the end of your transaction. Just add the items you require to your basket, register the relevant details, and proceed to checkout.

I am a private individual, not part of a company. Can I still buy from you?

Although we are mainly set up to deal with trade inquiries, we would be pleased to help you. Please note that the same terms and conditions that apply to our business and trade customers will apply to you too.

Do you have a trade counter?

We do not have a trade counter. Please make all orders and enquiries to our sales team using any of the details supplied below.

Quantity discounts

We now offer quantity discounts on our wide range of parts. Our discounts are displayed on our website.

For very large quantity enquiries not shown on our discount structure breaks, please contact our sales office (details shown below). All prices quoted are net prices and exclusive of VAT. Prices are quoted in pounds sterling, unless specifically stated otherwise. Carriage costs are always charged extra.

Small order charges

Any order under £30 in goods value will be subject to a small order charge of £3.50.

Dispatch methods and carriage costs

We have many years' experience in shipping our high quality products all over the world. Please see our export procedure statement in our company information pack for more details on how we export our parts (including Incoterms and our EORI numbers). We can offer a number of different dispatch methods.

Please note: “days” are working days (i.e. next day dispatch on Friday means delivery on Monday, the next working day). Saturday delivery is also an option - please phone to discuss. Special dispatches (not shown in the below menu) can be quoted at the time of enquiry or order as the price depends on weight, value of goods and delivery time.

We require payment or receipt of cleared funds before we can start to process your order. On receipt of your order, we will raise a proforma invoice, which we will email to you. We would then ask you to either pay via a secure link by credit card or make a bank transfer. Items that are in stock are usually dispatched on the same day.

UK Mainland
UPS 24 hour recorded delivery: £10.25. For orders over £30 in value and/or between 1 kg and 50 kg.

UK Mainland Express Dispatches
Next day before 12:00 noon: £18.50.
Next day before 10:30 am: £28.00.
Next day before 9.00 am: please phone for price.
All of the above have a maximum weight of 50 kg (may not be available in remote areas). Items over 50 kg or over 1.5 m in length will need to be quoted at the time of enquiry/order.

Deliveries to Northern Ireland
Northern Ireland UPS 48 hour recorded delivery: £20.00. For orders over £30 in value and/or between 1 kg and 50 kg.

Deliveries to the Republic of Ireland
ROI UPS 48 hour recorded delivery: £25.00. For orders over £30 in value and/or between 1 kg and 50 kg.

Deliveries to the Channel Islands
Deliveries to the Channel Islands cost £45.00. All orders will be declared with a CN22 or CN23 form depending on the value of the goods.

International Deliveries
While we can quote shipment costs to international locations, we recommend you use your own carrier/shipper account (such as UPS, Fedex, DHL, TNT etc). Please include these details on your order. If you need us to quote using our own UPS account, this can be done at the time of enquiry or order as the cost depends on weight and delivery time.

Can you ship my order in part consignments?

This is certainly possible, but please read the following first. On the 1st January 2021, the UK left the EU customs union. All orders shipped from Wixroyd International Ltd to countries outside of the UK will be supplied without the 20% UK VAT. Please note however that when the goods arrive in the EU or ROW country of delivery the courier (whether using our courier or your own chosen courier) will charge you the relevant rate of VAT in that country plus a small administration charge for customs handling and paperwork. Please note that this will apply to every delivery, so our policy is to ship the order in full once all goods are ready to avoid multiple courier administration fees.

If, however you still wish to have a partial shipment of stocked items and understand the above, please speak to one of our friendly sales team who can help you with this request. Depending upon the nature of the goods ordered there may also be a small % of duty that is payable at time of customs clearance. If you have any questions regarding this, please contact us.

Certificates of Conformity

We can supply a Certificate of Conformity for your order for the small fee of £7.50. In addition, you can find our quality policy in our company information pack.

Wixroyd Terms and Conditions of Sale

By placing an order with Wixroyd you are deemed to accept Wixroyd's Standard Terms and Conditions of Sale. All orders are bound by these terms. For full T&C details click here.

Product Specifications

Production of non-standard or special parts

Wixroyd are happy to quote for variations on our standard parts, or from your own technical drawings. If you have your own technical drawings, we can easily quote for special orders. If you do not have your own drawing, please get in touch with our team using the details below to discuss your needs. Due to the costs of design and of switching the machines over for specials, we often require a minimum order quantity to ensure a cost-effective run. If you would like us to quote for a special, please email your enquiry including your drawing, the quantity required and any other relevant information, and we will have our production team review your requirements.

Please note that we are unable to accept cancellation of any orders after the earlier of either: 5 days from receipt of your order or once production has started. This is due to costs that are incurred in CAD/CAM preparation, sourcing of materials, and machine tooling and set-up costs. Notice of any order cancellation made within 5 days of receipt of the order must be in writing, and will only be deemed to have been accepted when we agree this in writing.

CAD models of parts

Wixroyd offer a wide range of CAD models for its parts for free and with no registration required. Some CAD models are not yet available, but we are constantly working to expand the selection. Items with CAD models available will have downloadable files under the 'CAD and Data Sheet' tab on the product's website page. We offer 3D CAD models in a wide variety of formats; ACIS, IGES, Parasolid, ProE, Slidworks and Step (we no longer support 2D CAD models).

We are continually expanding and improving our product data and product range. While changes in product dimensions are very infrequent, if a particular dimension is critical to your application please do not hesitate to contact us for confirmation of part details prior to ordering. We reserve the right to change product specifications without prior notification.

Product catalogues and further information

In addition to our website, we can supply online and/or paper catalogues, free of charge. For your free copies, please click here.

Occasionally, product information may be updated - whilst we update our online catalogues frequently, paper catalogues can become out of date. While changes in product dimensions are infrequent, if a particular dimension is critical to your application please do not hesitate to contact us for confirmation of part details prior to ordering. We reserve the right to change product specifications without prior notification.

Cancellations and Returns

Cancellation policy

We are unable to accept cancellation of any orders after the earlier of either: 5 days from receipt of your order or dispatch of your goods. Notice of any order cancellation made within 5 days of receipt of the order must be in writing, and will only be deemed to have been accepted when we agree this in writing.

Returns policy

We are proud to offer a very wide range of products that have full supply chain traceability. Once we have dispatched our goods to you, the chain of traceability is broken and consequently we cannot accept return of goods, except where goods are faulty or damaged. Therefore, we kindly ask you to please carefully check your requirements when placing your order - a few minutes taken to double check your items now could avoid disappointment and expense in the selection or specification of the wrong parts. If, for some reason, goods are faulty or damaged, please call our sales office for a goods return number (GRN) before returning any items. In exceptional circumstances where returns are accepted at the discretion of the seller and the original package has not been opened or damaged, a 20% handling and re-stocking charge applies (carriage charges are non-refundable). Again, please call our sales office for a GRN prior to returning any goods. We are not responsible for carriage charges.