Welcome to our FAQ page . Here you can find answers to some of the questions you may have. If you cannot find the answers you need, you can send us a message from Contact Us page.

Account Registration

Q: What is your VAT number?

A: Our VAT No is: GB 913197819

Q: What happens after I fill in the registration form?

A: Your account application will be reviewed within one business day (usually quicker if received during business hours) and if approved you will receive confirmation by email.
You will not be able to log in until this time.

Q: Do you offer credit terms?

A: Yes.
We will give 30 day terms to all Schools, Councils and some other state funded organisations with the provision of an official purchase order.

We also offer 30 day accounts to our regular customers subject to a credit check and receipt of a completed credit application form.

If you wish to be considered for a credit account please contact us on 01493 857363 and we will be happy to discuss your requirements.

Q: What sort of checks do you do?

A: We will perform a company check and a credit search for a company requesting a credit account.

Q: What is your company number?

A: Our Company Registration No is: 10367080

Q: I am having trouble logging in, it won't accept my password.

A: You can request a password reset clicking the link on the login page, which will be sent to the registered email address. If this doesn’t arrive, the original email address entered may be incorrect. Please contact us for assistance.

Orders & Payment

Q: How do I pay for my order?

A: We accept card payments through Paypal or payment via Cheque or BACS.

Bank Details
Sort code: 55-81-45
Account number: 11228989

Please reference the invoice number or sales order number when sending BACS payments.
Remittance advice can be emailed to sales@true-products.co.uk

PLEASE NOTE that goods will not be reserved or shipped until payment has cleared except in the case of an order being placed by purchase order by approved Credit Account holders.

Q: Do you have a minimum order?

A: Yes. The minimum order amount must be £150 ex VAT before delivery costs are applied and AFTER any discounts are applied.

Q: Is there a minimum quantity per item?

A: Items are displayed with their minimum order quantities and increment amounts.

Q: What happens if I order an item which isn't in stock?

A: Stock levels are maintained so if it’s showing as in stock then it should be available, or will be available soon if we are waiting on incoming stock. Stock errors can occur however but if there is an issue with any item will we contact you as soon as possible to discuss options or alternatives.

Q: Can I add an item or change my order after I have placed it?

A: Not usually, as orders cannot be edited by customers after submission. Please contact us as soon as you can as we may be able to manually edit or cancel the order before it leaves us.

Q: What are your delivery charges? Is there free carriage?

Shipping and Delivery
Delivery ChargesOrder Value Ex VAT
£150 - £299.99
Order Value Ex VAT
£300 - £499.99
Order Value Ex VAT
£500 - £799.99
Order Value Ex VAT
£800 - £999.99
Order Value Ex VAT
Over £1000
England, Wales & Lowlands £25.00 ex VAT £40.00 ex VAT FREE FREE FREE
IOW £35.00 ex VAT £50.00 ex VAT FREE FREE FREE
Northern Ireland £75.00 ex VAT £150.00 ex VAT £200.00 ex VAT £300.00 ex VAT £400.00 ex VAT
Highlands £75.00 ex VAT £150.00 ex VAT £200.00 ex VAT £300.00 ex VAT £400.00 ex VAT
Islands & IOM £120.00 ex VAT £200.00 ex VAT £250.00 ex VAT £350.00 ex VAT £500.00 ex VAT

This table is intended as a guide to delivery charges only, for accurate delivery charges please use the shipping estimator which calculates delivery charges based on weight, size of items to be purchased and postcode. The estimator can be found to the right of the shopping basket page

Q: Can I collect my orders?

A: Yes, collection is possible. Please contact us in advance to arrange a time for this so we can ensure it’s ready for you.


Q: Can I return faulty items?

A: Please contact us. Faulty goods will either be replaced or credited. If we need to have the faulty goods returned to us, we will arrange and pay to have them collected.

Q: I do not like an item I have purchased, can I return it?

A: Yes! Goods must be returned to us within 14 days of delivery and must be in an ‘as new’ saleable condition.
Returned goods are subject to a B2B 15% restocking fee.
The buyer must pay return courier fees and the original delivery cost will not be refunded with the value of the returned goods.

Q: Can I sell your products online?

A: Yes. You may sell our products online as long as you do not attempt to misrepresent them or relabel them as anything other than our goods, where branded.

Q: Can I use your images?

A: Yes. Please ask us for originals and we will supply them. These may not be altered or misrepresented in any way other than resizing for your own use.

Q: Do you offer exclusivity and bespoke items?

A: Not at this time.

Q: Does True Products have a showroom I can visit?

A: We are an online trade business which means we do not have a shop front or showroom.
This enables us to bring you products at the best prices possible.

However, If you do wish to pay us a visit, we are happy to receive you at our premises and show you some of our stock. If you do wish to visit us please contact us in advance to arrange this.