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Frequently Asked Questions

When can I contact you by phone?
Our phone lines are open Monday to Friday between the hours of 8am and 4.50pm
Can I send you an order by fax?
Yes, our fax number is 01992 719474. Please include our codes for any products you order and your order number. To use this service you must have a credit account set up with us, otherwise please call us on 01992 716052.
Can I email my order to you?
Yes, please email your order to sales@mindsetsonline.co.uk. Please include our codes for any products you order and your order number. To use this service you must have a credit account set up with us, otherwise please call us on 01992 716052.
Can I set up a credit account?
Schools, educational institutions and limited companies etc. may be able to set up credit accounts and pay by via purchase order. You will need to contact us by email or phone and we will enable this facility on your account once the appropriate checks have been made.
Can I pay for my order by BAC's transfer?
Yes, please contact us and we will give you our bank details.
Can I pay by cheque?
Sorry, we do not accept cheques as a payment method from private individuals.
I need to send you our remittance advice, what email address should I send it to?
Please email your remittance advice to accs@mindsetsonline.co.uk
How much does delivery cost?
Please click here for details of our delivery costs.
Can I have my order delivered free of charge?
Unfortunately not at this time. Please click here for details of our delivery costs.
Do you offer a courier service?
Yes, all orders of more than £20 are automatically delivered by courier. You can upgrade smaller orders to this service if you wish. We can arrange weekend and morning deliveries at additional cost. Please contact us for details.
Do you ship abroad?
Yes, we can arrange shipment to most countries. After you have checked out we will contact you and inform you of a delivery cost. The cost is calculated on the total volume and weight of your order. We will not take payment until you have agreed the cost of shipment. When buying online customers from outside the EU should register on the site with their full address details before checking out or VAT will be charged at the prevailing rate.
How long will it take to receive my order?
If the goods are in stock we aim to despatch goods within 24 hours. If your order is being delivered by courier it should arrive within 48 hours (UK Mainland only). If you opted for Royal Mail delivery please allow 10 days for delivery. However some of our products are made to order and can take longer to deliver. If you order is urgent please let us know and we will give you a more detailed delivery estimate.
What happens if some of the products I have ordered are out of stock?
If part of your order is out of stock we will normally hold the complete order until stock arrives. However, if the delay is likely to be more than 10 days or you have requested an urgent delivery we will send the part order. The outstanding items will then be delivered as soon as possible. No additional delivery costs will be charged.
My order has not arrived what shall I do?
If your order is being delivered by courier it should arrive within 48 hours (UK Mainland only). Please contact us if it does not arrive and we will get an update from the courier.

If you opted for Royal Mail delivery please allow 10 days for delivery before you contact us.
Can I return unwanted products to you?
Yes, you can return unwanted products but conditions apply. Please click here for our returns policy.
How do I return faulty goods?
If you find a fault with any of our products please contact us as soon as possible on 01992 716052. We will discuss the most appropriate way to quickly solve the problem for you. Please click here for our returns policy.
Can I have a copy invoice?
Yes, please login to your account on our website and select reporting on the header menu.
I have a technical query, who should I call?
If you have a technical query, please contact the main switch board, 01992 716052 and we will put you through the most appropriate person to help you.
Can I order products in larger quantities or bigger sizes than advertised?
We may be able to supply some products in larger quantities or bigger sizes than advertised. Please email or call us and we will try to accommodate your request.
I have forgotten my login details, what shall I do?
Please call us and we will advise you of you account details.
I've got an account but I can't remember my password?
No problem, just go to 'my account' log in page and click on 'Password forgotten? Click here'. Enter the same email address when you registered and we'll send you an e-mail message containing your new password. It is also worth mentioning that some email programs may block our emails to you or may put them into your junk folder. To avoid this problem add mails from the IP address 94.229.168.15 as safe or add them on your 'white list'.
I am interested in setting up a trade wholesale account with you, who shall I contact?
We welcome trade enquiries both from the UK and overseas. Please email Lorraine with your details Lorraine@mindsetsonline.co.uk.
Where to I find the data sheet for the product I have ordered?
Many of our products have downloadable data sheets on the product information page. Please check there first but if you cannot find what you are looking first please email us on sales@mindsetsonline.co.uk.
Do you supply a printed catalogue?
Yes, please complete the request form on the home page or call us on 01992 716 052 and we will send you a copy. Alternatively 'click here' to download the PDF version.

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