Frequently asked questionsAnswers to the questions our team gets asked every week.
Dr Tools · Help & advice
Ordering
Do I need an account to order?
You can check out as a guest for card orders. To use a credit account, save addresses, or unlock trade prices you need to register.
Can I amend an order after placing it?
Yes, within 30 minutes. After that, orders are locked for dispatch and any change is handled as a return.
Which payment methods do you accept?
All major debit and credit cards, Apple Pay and Google Pay via Stripe. Approved trade accounts can also pay on 30-day credit terms.
Trade & Retail accounts
How do I open a trade or retailer account?
Register as Builder or Retailer, complete the business details section (company name, VAT number, EORI, business address). Our team verifies and unlocks trade pricing within 1 business day.
What discount will I get?
Builders start at 15% off standard prices; Retailers 20%. Volume, contract or product-specific rates are set individually in your CRM.
Can I download a personalised price list?
Yes — your account manager can send you a personalised PDF or Word quotation with every product's specific price.
Delivery & returns
When will I get my order?
Standard delivery is 3–5 working days. Order before 3pm Mon–Fri for next-day delivery (£7.95). See our Delivery info page for full details.
What is your returns policy?
30 days for a full refund on unused items. See Returns & refunds for the step-by-step.