Got questions? We've got answers!
We aim to make our website easy to use and as intuitive as possible. These are frequently asked questions, but if you need any additional help please don't hesitate to get in touch with our team.
Account
How do I create a trade account?
To create a trade account please visit Create a Trade Account.
How do I get a credit account?
If you require credit terms, please contact us for more information. Credit accounts cannot be opened or requested online.
Please note that we require you to have 6 months of trading history with ourselves before opening an account with credit terms.
How do I activate my online account?
If you have an existing offline account with us, please get in touch with our sales team, who will link your offline account with your online account. You will then be able to see your special net prices when browsing online.
I can’t log in?
If you’re having trouble logging in, please try resetting your password. If you still can’t log in, please contact our customer service team who will be pleased to assist you. 01432 373350.
How do I reset my password?
Please click here to reset your password.
How do I change my details on my account?
To change your delivery address, please go to My Account -> Address Book and click ‘Edit’ against the address you would like to change.
Please note you cannot change your billing address online. If you wish to change your billing address, please contact our team on 01432 373350.
Delivery
How much does delivery cost?
Delivery charge is based on location and the value of your order and will be calculated at checkout. Please visit the delivery page for indicative costs.
How do I get free delivery?
We are pleased to offer free delivery on orders with a value of over £200 to UK addresses.
My delivery address is invalid?
If you get an error message in the checkout stating your address is invalid, please ensure there is a value in each address field. The first line, second line and Town must all be populated correctly to be able to proceed.
Will all of my items arrive together?
If all items on your order are held in stock, they will all be dispatched together and arrive at the same time. If any items are not in stock, you will be asked in the checkout if you would like the order to be sent as a single delivery when all items are in stock, or dispatch the parts that are in stock immediately with the remaining products to follow as soon as they become available.
Do you deliver direct to site?
Yes, please continue through the checkout and enter the site address and site foreman contact details when prompted.
How can I track my delivery?
To track your delivery, please visit the My Orders page and click on the order you would like to track.
I haven’t received my delivery time slot?
Not all of our couriers can provide a timed delivery slot. If you need reassurance of delivery once your order has been dispatched from our warehouse, please contact the courier direct, quoting your order number or consignment number and they will be able to advise.
My delivery hasn’t arrived?
Please check the status of the order on your My Orders page. If the order is marked as delivered, please contact the courier direct, quoting your order number or consignment number and they will be able to advise. If you are not able to reach the courier, please do contact our customer service team who will be pleased to assist you. 01432 373350.
Orders
Can I place an order less than £30?
Regrettably, we cannot accept orders with a value of less than £30.
I haven’t received an order confirmation email?
Please allow a few minutes for your order confirmation email to arrive. If you have checked your junk and spam inboxes and cannot find the email, please contact our marketing team: marketing@htsspares.com
How do I cancel an order?
If you need to cancel an order you have placed, please contact our sales team as soon as possible and they will do their best to accommodate your request.
Can I add to my order after placing it?
If you would like to add more items to an order you have placed, please contact our sales team as soon as possible and they will do their best to accommodate your request.
Where can I get a copy of an invoice?
To view, save or download an invoice, please visit the My Orders page and click on the order you would like the invoice for.
Can I order over the phone?
Customers with credit accounts may place orders over the phone. Due to GDPR and the latest security recommendations regarding 2-factor authentication, we are unable to process card payments over the phone so cash account customers must place orders through the website.
Can I click and collect?
Unfortunately we can't offer a Click + Collect option, however if you have urgent or unique delivery requirements, please call our team on 01432 373350. They will be pleased to discuss options with you.
I have only received part of my order - where is the rest of it?
If all items in your order were in stock at the time of order placement, they will have all been dispatched together. If some items were not in stock, you will have been asked if you would like the order to be sent as a single delivery when all items became available, or dispatch the parts that are in stock with the remaining items to follow when they become available. If you chose to split the delivery, there may still be items to follow. You will be able to check this by checking the delivery tracker. To track your delivery, please visit the My Orders page and click on the order you would like to track. If you would like more information, please contact our sales team on 01432 373350.
Where do I enter my discount/promotional code?
Once in the basket, please click ‘+ Add promo code’ which can be found above the ‘Proceed to Checkout’ button.
My discount/promotional code doesn’t work?
Please check you are entering the code exactly as it is displayed to you, ensuring that you use the correct case and spacing. If you are still having trouble, please contact our marketing team on 01432 373350.
Refunds & Returns
How do I return an item?
We hope you are pleased with the products you buy from HTS Spares but, if you do change your mind, you can return your purchase in its original condition within 30 days of it being delivered to you. To request a return please visit the Delivery & Returns page and complete the form at the bottom of the page. Click here to view our returns policy for more information.
When will my return be processed?
Once we receive a returns form, we aim to respond within 3 working days. Credits and Refunds are processed within 14 days of the resolution of your Return.
How long does a refund take?
Credits and Refunds are processed within 14 days of the resolution of your Return.
Products
The item I need is not in stock, can I order it anyway?
Most items that are not held in stock can still be ordered and the estimated delivery date can be found against the product. There are a small number of products that cannot be ordered without contacting us first. If you come across a product you require which does not allow you to add it to your basket, please contact our sales team for more information. 01432 373350.
How do I know if the product I’ve found is the right one?
We do our best to provide as much information and specifications as we can for each product. If you would like to know more about a particular product, our dedicated team of parts specialists would be pleased to speak with you. 01432 373350.
Contact
How can I contact you?
There are a number of ways in which you can contact us. Please visit the Contact Us page for our contact details.
What are HTS Spares’ opening hours?
We are open 7am-5pm Monday to Friday, excluding public and Bank Holidays.
