Frequently Asked Questions (FAQs)
Get quick and easy answers to your most common questions.
Viewing & Changing Orders
Q: What is the status of my order?
A: You can see your most recent orders on the Order Status & Delivery Tracking page. There may be times where an order that has just been placed may not immediately appear, sometimes the order may take a few minutes to be validated on our systems.
Related Links
Q:Can I speak to someone about an order I have placed?
A:
- Absolutely, you can either call or email us:
- Call customer support: 03447 880088, 08:00-17:00, Monday - Friday.
- Email customer support: sales@cpc.co.uk
Q:What should I do if product is damaged in delivery?
A: Our products are very carefully packed but we do realise that delivery damage may occur in spite of these precautions. If any damage occurs please contact our customer support team on 03447 880088 or email us at sales@cpc.co.uk.
Q:Can I cancel an order?
A:Due to the efficiency of the ordering process, it may not be possible to prevent the delivery of items once an order has been placed, if you call our customer support team on 03447 880088 as soon as possible after the order is placed we will be able to advise if we can catch and cancel the order for you before it is processed.
Q:Can I get a copy of an invoice?
A: If you need a paper copy to be sent, go to the request an invoice form and follow the instructions provided.
Related Links
Q:Why are some items missing from my order?
A: There are many reasons why items may be missing from your order. Please see your Order Status & Delivery Tracking to see the status of missing items. If you still have questions please contact customer support 03447 880088.
Returning a Product
Q: How do I return goods to CPC?
A: Please go to our online return a product request form to request a returns number (RMA). You will receive instructions on how to prepare your package for return once you receive the RMA.
Related Links
Q: What is the time restriction for returning a product?
A: The Company operates a 14 Day return policy. To be accepted for return on this basis, Goods should be returned for receipt by the Company within 14 Day's of despatch.
Any Goods returned after 14 Day's as ‘unwanted’ or ‘incorrectly ordered’ may be accepted at the discretion of the Company but will be subject to a minimum restocking fee of up to 30% of the invoice value of the Goods.
Any Goods returned after 14 Day's as ‘unwanted’ or ‘incorrectly ordered’ may be accepted at the discretion of the Company but will be subject to a minimum restocking fee of up to 30% of the invoice value of the Goods.
Q: I submitted an order with an error, how do I amend it?
A: If you notice an error on your order once it has been submitted, please call Sales on 03447 880088 as soon as possible.
As our online order processing is very efficient it may not be possible to amend your order before it is despatched, however by contacting us as soon as possible it gives us the greatest chance of catching it.
As our online order processing is very efficient it may not be possible to amend your order before it is despatched, however by contacting us as soon as possible it gives us the greatest chance of catching it.
Placing Orders
Q: What does it mean when a part is on backorder?
A:Occasionally, demand for certain products can lead to them being temporarily ‘out of stock’. However, if you still want this item we are happy to accept orders and despatch it once stock becomes available.
Q: Can I download or email my shopping basket?
A:Yes. At the bottom of your shopping basket you can select the option to download or Email your shopping basket. Choose a file name and location where you would like it to be saved and the complete shopping basket will be saved as a .csv file. Saved Shopping Baskets.
Q: How do I apply a voucher code to my order?
A: You can enter a voucher code on the shopping basket page. When you have entered a valid voucher code, press the “Apply” button and the shopping basket total should display the updated discounted total.
Related Links
Q: Can I save my shopping basket and complete my order later?
A:Yes. In the shopping basket, you can save your basket by entering the name of your choice in the Save shopping basket field, then click “Save shopping basket”. The saved shopping basket is then available in My Account.
Q: What are delivery instructions and order comments?
A:Delivery instructions and order comments let you attach information to your order. They will appear on correspondence regarding your order. As you checkout, the delivery page has a field named “Delivery Notes”, just enter your notes into this field.
Q: How do I receive a quote for a large order?
A:See the Quotes section for more information.
Q: Can I add notes to items in my shopping basket?
A:Yes. In the shopping basket, use the Line Notes field to enter information to help you or your staff. Line notes will appear on your paperwork. Keep in mind that line notes are only for use by you and your company internally.
Q: Do you have volume pricing?
A:See the Quotes section for more information.
Q: Do you offer Saturday delivery?
A:We do offer a Saturday delivery, however this is a paid service and is not available in all areas (cost is £21.99 (ex VAT)). If you want to use this service, simply change your delivery type from standard to Saturday delivery (before noon). The delivery options are shown when you place your order as part of the normal checkout process.
Q: What are your delivery options?
A:Go to the Delivery Information page to view all our delivery options.
Q: Why can I only deliver to a UK address?
A: Due to additional exporting charges and safety or security measures, we must be contacted first (Email: internationalsales@cpc.co.uk) before we can export goods. This will enable us to check if delivery to your region is possible and to fully inform you of any charges and regulations applicable to your order.
Those situated within Eire please visit cpconline.ie.
Those situated within Eire please visit cpconline.ie.
Q: How long will my saved baskets be stored?
A: We'll store your saved baskets indefinitely as long as they've been accessed in the past 12 months. Baskets that have not been accessed in the past 12 months will be deleted automatically.
Q: What is the latest I can place my order for the same day despatch?
A:To get the same day despatch, orders must placed before 6pm, please do note however that we reserve the right to delay despatch for a number of reasons, including to perform any necessary credit or anti-fraud checks or procedures so please try to order as much in advance of the cutoff as possible
Q: How do I open a trade account?
A: See the Trade Account section for more information.
Q: I have no credit card, can I still buy from CPC?
A: Yes, email us at sales@cpc.co.uk to open a trade account or find out other payment methods that would suit you.
Q: Can I pay my account balance online?
A: Unfortunately there is currently no method for you to settle your account online. We are looking into this facility for future use.
Q: Can I order if I am on credit hold?
A: Yes. If you are on credit hold for being over your account “credit limit”, you can still place orders using a credit card. If you are on credit hold due to a “being on stop” (old invoices that are overdue), you must contact the credit control department on 03447 880000
Product Information
Q: Can I speak to someone about technical product information?
A:
- Technical support: productinfo@cpc.co.uk
This service is for Account holders and Customers only and due to the often complex nature of enquiries it would be appreciated if you could log this via our online form.
Q: Can I get help to find a product?
A:
- Email technical support: productinfo@cpc.co.uk
- Call our sales team: 03447 880088
Q: How do the search filters work?
A:Check the box to filter by selected parameters then click “Apply”.
For parametric filters, the available filters will automatically update with each selection, however you still need to click “Apply” to see the updated product list that matches your filter selection.
You can disable the automatic update by unchecking the “Auto Apply filters” check box above the parametric boxes.
For more information visit the Searching for Products page.
Related Links
Q: What is an alternative item?
A:
- An exact alternative is functionally identical (same form, fit and function).
- An upgrade alternative is a product that has been improved by the same manufacturer.
- A suggested alternative is a product that is functionally similar with similar form and fit.
Q:I need a spare part but cannot find it on the website?
A:Even if the product you need isn't listed in our search results, most likely we can get it. Use our Part Finder service and we will see if we can source it for you.
Q:What can I enter in the search box?
A:See the Searching for Products section for more information.
Q:How do I select or search by product attributes?
A: Simply type the product attributes alongside the product you need in the search box. For example, if you're searching for a drill with a power rating of 12V, type “12V drill” into the search box and click “Search”.
The search results will then return all products relevant to the words you have typed in. Other product attributes can then be selected to narrow your results further.
The search results will then return all products relevant to the words you have typed in. Other product attributes can then be selected to narrow your results further.
Q:How do I compare products?
A: On the search results page, you can select products for a side-by-side comparison to help aid your decision making. Simply use the “tick boxes” to check the products you want to compare and then click “Compare”.
You can also select products for comparison from different search results screens by following these steps:
You can also select products for comparison from different search results screens by following these steps:
- Select your first order code or series of order codes on the first results page
- Click “Compare”
- On the compare screen, click the browser back button to go back to the previous results page
- Go to your second page of results
- Select the order code or series of order codes
- Click “Compare”
- These order codes will be added to the “Compare” screen for easy side-by-side comparison.
Q:What do the icons next to Order Code mean?
A:
Q:What does the ‘RoHS Compliant’ icon mean?
A: See the RoHS / Legislation section for more information.
My Account
Q: I have forgotten my password, can you help?
A:
Forgotten Password
If you have forgotten your password, you can easily request your password to be reset.
Change password
If you remember your current password, simply log in and go to the My Account: Change password page and follow the instructions provided.
Related Links
Q: How can I request my username?
A: If you have forgotten your username, you can easily request your username to be sent to the email address in your profile.
Related Links
Q: How do I change my delivery/invoice address?
A:You may submit a request to update your invoice address by logging in and going to Addresses in My Account. Click on ‘Request New Invoice Address’, enter the new address and click Save. Your request will then be handled by our customer service staff. Please note: the request for a new invoice address will not delay your orders being processed. Any orders you have placed will be invoiced to your former invoice address until we have reviewed and made the requested changes.
Related Links
Q: How do I set up a trade account?
A: You may request a trade account when you register and place your first order on this site.
NOTE: Orders may be slightly delayed while business credit verification is performed.
You can also apply online.
Related Links
Q: What characters can be used when filling in forms?
A: The following characters can be used when filling in forms.
- a-z, A-Z, 0-9
- All punctuations and most special characters except ‘|’ & ‘\’ (Note: fields such as post codes, phone numbers etc. will not accept special characters)
Q: How can I change my Account?
A: If you have more than one account you may change the account for your current order on the Order Information page under account selection. If you do not have more than one account you may request a new account when placing an order by selecting the option under the account selection on the Order Information page.
Q: I am already a customer. What do I need to do to order online?
A: Your account number does not automatically give you access to a web account; you need to create this by registering online. Registration is very quick and easy and once completed, you are free to place orders online. To register you will be asked to supply a few details and select your username and password, which will be your unique key to accessing the website. Your web account will allow you to update your details online, including your account number and preferences.
Purchasing and Procurement
Q: What purchasing and procurement options do you have?
A: See the Purchasing and Procurement section for more information.
Q: What is iBuy?
A: iBuy is an online tool integrated into the CPC website, allowing a more efficient purchasing process, from product selection through to approval and placement of order.
For more information, view the iBuy section.
For more information, view the iBuy section.