Frequently Asked Questions

For further assistance go to our Contact Us page. Please also refer to resources on the main Promat UK and Siniat UK websites including our Technical Enquiry Form.

 

Who can I ask technical questions about the use of products?
Please find details of Technical Services team on the Contact Us page.


Where can I find the Safety Data Sheets and other documentation?
For safety data sheets for Siniat products please go to the Document library and filter by ‘Safety Data Sheets’ using the document filter on the lower left hand side of the page.


Where can I find the terms of sale?
Click here to view our web store terms of sale. Please note that they are not the same as those covering existing Siniat account customers.


Can I pay on account?
By arrangement, customers with larger volumes can pay on account. Please contact the customer services team for more information.


What payment methods do you accept?
Payment is exclusively by Visa, Visa Debit or Mastercard.


Where do you deliver to?
We deliver to to the United Kingdom and Northern Ireland (Excluding the Channel Islands)


How long will delivery take and how much will it cost?
Orders placed before 3pm, Monday to Friday will generally be delivered on the next working day to most of the UK, although delivery to some locations may take up to 3 working days. Please see our shipping terms page for more details.


Do you offer timed deliveries?
At present we do not offer this service. DPD text a notification of expected delivery times (if you provided your mobile number). You can also track your order using the reference number emailed to you by the courier.


What do I do if my products are damaged?
If you notice before the courier leaves.
Write on the delivery note before signing it and return the goods with the courier.

If you notice after signing for the delivery.
Fill out the Resolutions form on the website, attach photos, and submit it.  We will contact you.


What do I do if you’ve sent the wrong item?
If you notice before the courier leaves.
Write on the delivery note before signing it and return the incorrect goods with the courier.

If you notice after signing for the delivery
Fill out the Resolutions form on the website and submit it. We will arrange for the incorrect item to be collected and replaced.


What do I do if you haven’t sent the correct quantity I ordered?
If you notice before the courier leaves.
If you notice after signing for the delivery
Fill out the Resolutions form on the website and submit it. We will arrange for the missing item(s) to be sent to you.


What do I do if my delivery doesn’t turn up as arranged?
Please contact the courier company direct.


What do I do if I think I’ve been overcharged?
Please complete the on-line Resolutions Form. We will investigate and respond as soon as we can.


What do I do if I the product doesn’t appear to meet its specifications?
Please send an email to customer.support@etexbp.co.uk with details of the issue, photos if appropriate and details of the original order – order reference, product affected, batch number and quantity affected.


Can I amend an order before it is dispatched?
Once your order is submitted on-line it is sent immediately to our warehouse to process for delivery.  You cannot then amend or cancel the order. If you have exceptional circumstances please email customer.support@etexbp.co.uk


Can I track my order?
Yes. Once your item has been dispatched you will receive an e-mail with the courier’s details and your tracking reference number.


How are my goods delivered?
By courier or a pallet network


Can I collect my order instead of having it delivered?
No.  All orders have to be couriered to a location of your choice.


Do you have an item in stock?
Online stock information is up to date at the point you place your order.


Where can I find dimensions for a product?
Product specifications and dimensions will be displayed on the product information page.


I can’t find the answer to my question?
For any other questions please e-mail customer.support@etexbp.co.uk