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Help & Support

Find answers about orders, delivery and returns, or get in touch with our team at Brand Direct Services.

Track or view an orderCheck the status, tracking and details of your orders.Delivery informationCosts, dispatch times and where we deliver.Return an itemStart a return or tell us about a faulty or damaged item.Returns & refundsYour 14-day right to cancel and how refunds work.Will it fit my pipe?How to check your pipe size before ordering.Installation guideFour simple steps to fit self-seal insulation.Product datasheetTechnical information from the manufacturer.Paying by bank transferHow bank transfer orders work and when we dispatch.Account settingsUpdate your details, addresses and password.Trade & bulk ordersLarge quantities, regular supply and trade accounts.Make a complaintHow we handle complaints and how long it takes.Contact usQuestions about products, orders or delivery.

Paying by bank transfer

  1. Choose Bank transfer at checkout and place your order.
  2. We’ll show our bank details and email them to you with your order number.
  3. Pay the order total from your bank, using your order number as the payment reference.
  4. We dispatch your order once your payment has reached our account. If we haven’t received payment within 7 days, we’ll get in touch before cancelling the order.

Quick answers

Where is my order?

We email you when your order is dispatched. You can see the status of every order in your account.

My delivery arrived damaged or something is missing

Sorry about that. Please tell us as soon as possible, ideally within 2 working days of delivery, so we can raise it with the courier. Start a return or contact us, and include a photo if you can. This doesn’t affect your legal rights.

Can I change or cancel my order?

Contact us as soon as possible. If your order hasn’t been dispatched yet, we’ll do our best to change or cancel it. After dispatch, you can still cancel under our returns policy.

Do I get a VAT receipt?

Yes. Your order confirmation email shows the VAT included in your order, and you can view all your orders in your account.

Do you supply trade customers?

Yes. Our volume prices apply automatically online. For large quantities, regular supply or a trade account, send us a trade enquiry.

Contact us

Email[Email to be added]
Phone[Phone number to be added]Mon–Fri 9am–5pm
PostBrand Direct Services
19 Orde Wingate Way
Stockton-on-Tees [Postcode to be added]

Send us a message