FAQs
Online account access

How do I register on the website?

Register online today and it will take you less than two minutes to complete, click here and select the most relevant options to you.

How do I log in to the website?

You must be a registered customer to log in to the website, if you haven’t registered with us, please register online today and it will take you less than two minutes to complete, click here and select the most relevant options to you.

Once you have registered online, you can log in with your email and password, click here to log in.

If you have forgotten your password, click here to reset your password.

If your account is locked, or if you need any support to log in, contact our Online Support Team on 0344 891 0196.

I have forgotten my Password, who do I contact to get a new one?

If you have forgotten your password, click here and enter your email address. Next you will receive an email containing a link to reset your password, click on “Reset Password”. Then you will be prompted to change your password. Don’t forget to change your password to something memorable.

Click here to view our video guide on resetting your password.

If you have not received your email, please contact our Online Support Team on 0344 891 0196.

I have entered my password wrong too many times and locked my account, who do I contact to get this unlocked?

Please contact our Online Support Team on 0344 891 0196 who will be able to unlock your account.

My online trade account

What is an account administrator?

The account administrator manages your account online; they have full access to the site and have the ability to set limits and permissions for all other online account users.

If you need to change your account administrator, please contact our Online Support Team.

Please note: Only Wolseley trade account customers have an account administrator.

Please visit our ‘Manage Your Business’ pages to find out more or alternatively please contact our Online Support Team on 0344 891 0196.

What user roles can be assigned to users by an account administrator and what access levels do these provide?

The account administrator has the ability to create new users and assign the following role types:

  • Buyer: A Buyer has full access to buy products on the website and has full visibility of pricing
  • Buyer (No Prices): A Buyer (No Prices) has full access to the website and can place orders, however will NOT have visibility of pricing
  • Viewer: A Viewer will have visibility of prices online but will NOT be able to make any purchases
  • Viewer (Trade): A Viewer (Trade) will have visibility of trade prices but will NOT be able to purchase online
  • Inactive: A user who has had their access to the website suspended and will NOT be able to log in

Please contact our Online Support Team on 0344 891 0196 to discuss any specific assess requirements.

An employee has now left my business, how can we stop their access to our account online?

The account administrator can make the user inactive which prohibits access to the website. Click ‘Assign Roles’ which is found in the left hand column of the ‘My Account’ page, when you are logged in. Then select the appropriate user, click on ‘Inactive’ and then click the ‘Assign’ button. If you would like to delete the user from your account in its entirety, please contact our Online Support Team on 0344 891 0196.

Can I pay my monthly account balance online and if so is it secure?

Yes, you can use your bank’s secure internet banking service to make a payment on your Wolseley account or via a secure BACS payment.

You will need our banking details:

Our bank sort code - 30-00-02

Our bank account number - 00340737

Our bank account name - Wolseley UK Ltd

Important: Please ensure you insert your Wolseley account number into the reference field when you make any payment, this will ensure your payment is allocated correctly, please send your remittance advice to payment.remits@wolseley.co.uk or fax 0344 833 6820.

Unfortunately, we do not accept accounts payments via our website at this time.

Please visit our How To Pay page for more information.

I need to change my account details, can I do this online?

Yes, you can request changes to your account details online. Click ‘My Company Details’ which is found in the left hand column of the ‘My Account’ page, when you are logged in. Next, select the appropriate option(s) and provide any information which applies to your request, then click ‘Submit’.

Please do not enter any account sensitive information; a member of our Online Support Team will contact you by telephone to confirm these details.

Please be aware that this function is only available to account administrators and will not be visible to other users.

I can only see trade prices when I log in online with no discount, how do I see my trade prices?

If you are the account administrator of your online account, your account may have been set up to view trade prices rather than your nett prices. Please contact our Online Support Team on 0344 891 0196 who will confirm once the pricing type has been amended.

If you are a buyer or a viewer on your account, it may be that visibility of pricing has been restricted, meaning your account privileges only allow you visibility of the trade or retail price. Please contact your account administrator who will be able to amend the online prices you see.

I am based in Northern Ireland and can't see my terms pricing or find items using my product codes?

Some manufacturers use different product codes in Northern Ireland compared to those used in Mainland UK despite them being identical products. We are currently working on a solution to allow you to see your terms pricing and the products you buy. We apologise for any inconvenience this may cause.

Customers in Northern Ireland can still benefit from using our online tools, please visit our benefits pages to find out more information.

Any orders placed for collection or delivery in Northern Ireland will be followed up by a call from our Online Support Team, who will confirm your order details.

Can I download my prices/discounts/terms?

Yes, if you are the account administrator or a buyer (prices) on your account. Click ‘My Prices’ which is found in the left hand column of the ‘My Account’ page, when you are logged in. To request a price file, please select the options which apply to your request, then click ‘Request Download’. The price file will be sent to you via email.

Please note: Requests can take a few hours to process depending on the amount of products which have been selected. The link contained within the email will only be available to download for 7 days before it is removed from our server.

If you are a buyer (no prices) or a viewer on your account, please speak to your account administrator.

Can I view my monthly statements online and download them?

If you are the account administrator or a buyer (prices) on your account, you can view your outstanding invoices and credits. Click 'My Invoices and Credits' which is found in the left column of the ‘My Account’ page. Select the month you require and all outstanding invoices and credits will be displayed. You are able to view, download, print or email PDF copies of your invoices and credits.

How can I receive electronic invoices instead of paper invoices?

Simply sign up to our FREE eBilling service, which completely replaces your current paper-based billing service, meaning you will no longer receive paper invoices.

You can choose to receive invoices by email in PDF format daily (managed email) or via Tradex Active which stores all your invoices electronically and gives you the flexibility to search, sort and download your invoices, quickly and easily to suit your exact requirements.

Please visit our eBilling page to activate eBilling or find out more information.

Delivery areas & charges

What are the delivery charges for the UK?

Our website is only for delivery of products to customers within the United Kingdom, Channel Islands, Isle of Man, and Scottish Islands. Additional delivery charges may be applicable for certain products or for deliveries to certain locations. Our Online Support Team will notify you of any delivery charges before the order is supplied.

Please see our Terms and Conditions and Delivery information page for full details. Alternatively, please contact our Online Support Team on 0344 891 0196.

I wish to purchase a product and get it delivered to Northern Ireland / Southern Ireland* / Channel Islands / Isle of Man / Scottish Highlands and Islands, are there any delivery charges for this?

Our website is only for delivery of products to customers within the United Kingdom, Channel Islands, Isle of Man, and Scottish Islands. Unfortunately, we do not have any branches in Southern Ireland however you can collect your order from one of our Northern Ireland branches or arrange your own courier collection by speaking to the respective branch. Please use our online Branch Locator to find a list of all our branches.

Additional delivery charges may be applicable for certain products, or for deliveries to certain locations. Our Online Support Team will notify you of any delivery charges before the order is supplied.

Please see our Terms and Conditions and Delivery information page for full details. Alternatively please contact our Online Support Team on 0344 891 0196.

Do you ship overseas?

Our website is only for delivery of products to customers within United Kingdom, Channel Islands, Isle of Man, and Scottish Islands. Additional delivery charges may be applicable for certain products, or for deliveries to certain locations. Our Online Support Team will notify you of any delivery charges before the order is supplied.

For orders requiring delivery outside of the United Kingdom, please contact our export team directly on 01329 283425 or email zd1.fareham@wolseley.co.uk who will assist with your requirements.

How will you know which VAT rate to apply to my order?

Where a VAT rate other than the standard rate is to be applied, i.e. due to your country of residence, your order will be automatically reviewed by our Online Support Team who will apply the appropriate rate and confirm this to you prior to your order being supplied.

For full details please contact our Online Support Team on 0344 891 0196.

Credit & debit card information

What payment card options can I use online?

We accept Visa, MasterCard and JCB cards for payment online.

We do not accept Visa Electron or American Express cards.

If you would like to use an alternative method of payment, please contact your local branch. You can find your local branch using our online Branch Locator.

I paid by credit/debit card online, when is the payment processed?

Your credit or debit card will be charged once the branch that is processing your order prints the collection or delivery paperwork.

What happens if there is a problem paying for my order online?

If you encounter any issues when completing your order online, please contact our Online Support Team on 0344 891 0196.

My orders

How long will it take for my order to be delivered?

When you place an order online, it will indicate the earliest delivery date available to you, however if we need to contact the supplier, our Online Support Team will confirm the earliest delivery date as soon as possible.

Please visit our ‘Delivery information’ page to find out more or alternatively please contact our Online Support Team on 0344 891 0196.

I have placed an order online and have not received it yet, how can I track my order?

If you are the account administrator or a buyer on your account, you can view the status of all your orders – whether ordered online or in branch. Click ‘Order Status' in the left column of the ‘My Account’ page. Please use ‘More options’ to search for a specific order.

Please visit our ‘Manage Your Business’ pages to find out more or alternatively please contact our Online Support Team on 0344 891 0196 who will be able to confirm the status of your order.

Order Amendments

I want to add or cancel a product from my order after I’ve submitted it online, how can I do this?

Please contact our Online Support Team on 0344 891 0196 and providing your order hasn’t been dispatched already they will amend your order. Alternatively, if you know the branch that will be processing your order, you can contact them directly. You can find your local branch using our online Branch Locator.

Returns information

I purchased a product online which is no longer required, can I return it and will there be a re-stocking charge?

If you are a trade customer, you can return products which are no longer required, within 14 days of the delivery / collection date, if:

  • The product is brand new, unused and fit for immediate re-sale.
  • The product packaging remains unbroken and in reasonable condition.
  • You have proof of purchase. Unfortunately, the online email confirmation of the order is insufficient, we apologise for any inconvenience.

Please view our Trade Buyers Terms and Conditions for full details which apply.

Please Note: We are unable to accept returns of PCB’s, under any circumstance due to the type of product, unless they are deemed faulty. We apologise for any inconvenience this may cause. Where a PCB is deemed faulty we will only offer a credit once we have received confirmation of the fault from the manufacturer and we have received a credit which we are able to pass on to you.

The re-stocking charge will be determined by the branch which supplied your original order.

If you are not a trade customer, you can return products which are no longer required, within 14 days of the delivery / collection date, if:

  • You have taken reasonable care of the product and the product hasn’t been used.
  • The product is returned with all the original packaging where possible to do so.
  • You have proof of purchase. Unfortunately, the online email confirmation of the order is insufficient, we apologise for any inconvenience.

Please view our Consumer Terms and Conditions for full details which apply.

Unfortunately, we offer refunds or accept returns on the following products; this applies to all of our customers:

  • Special order products.
  • If sealed products / packages have been opened on sensitive electronic goods (e.g boiler printed circuit boards).
  • Products which have been fitted.
  • Specially manufactured products (trade customers only).

I purchased an item online which is faulty / damaged, how do I get a replacement product?

Please contact the branch that supplied your order and they will arrange the replacement product for you. The branch contact details are contained on your delivery / collection paperwork or alternatively use our online Branch Locator. The branch will confirm when the replacement product will be ready for collection or delivery.

Please note: The faulty / damaged product must be available at time of collection or delivery.

Please see our Terms and Conditions for full details alternatively please contact our Online Support Team on 0344 891 0196.

Online help & information

Can I apply for a Trade Account online and are my details secure?

To open a trade cash account, please register online today and it will take you less than two minutes to complete, click here and select the most relevant options to you.

To open a trade credit account, please download our ‘credit account application form’ and then follow the instructions contained within the application form.

Wolseley UK is committed to the online security and privacy of all users. Please visit our security, privacy and cookies policy for more information.

How do I find a product online if I don’t know the product code?

You can search for products online by clicking on the appropriate product categories i.e. boilers and then use the selections and filters found on the left hand side of the page, to refine your search. Alternatively, you can enter ‘keywords’ and select the appropriate product ‘category’ within the search bar found within the header of every page.

We also offer a range of online tools, which make product selection simple, these include PartsArena, Radiator selector and heat loss calculator and our Shower selector. To help you find the products you order most, you can benefit from ‘My Most Ordered’ and ‘Order Status’ where you can re-order your usual products in less time, and with less hassle.

Please visit our ‘Benefits’ pages to find out more or alternatively please contact our Online Support Team on 0344 891 0196.

I need a product that I cannot find on your website, can you order this product for me?

Yes, providing the product isn’t obsolete and is still available from the relevant supplier. The order will need to be placed via your local branch or if outside of branch working hours, contact our Online Support Team on 0344 891 0196. Some suppliers may charge a delivery fee - a member of the online support team will be in touch to confirm availability and any associated costs. You can search for your local branch using our online Branch Locator.

I have found the product I want to order online, but it says ‘We will confirm availability in 24 hours’, what does this mean?

The product is not currently stocked by us, but the online support team will enquire directly with the manufacturer to source it for you. Some manufacturers may charge a delivery fee, but we will be in touch within 24 hours to confirm availability and any associated costs (if applicable). If you have any questions, please contact our Online Support Team on 0344 891 0196.

I used product upload, but it says my product is a ‘SPECIAL’ and doesn’t show a price, what does this mean?

Special products are products we don’t currently stock or hold prices for, but we can source directly from the manufacturer. A member of the online support team will be in touch within 24 hours to confirm availability, price and delivery costs (if applicable). If you have any questions, please contact our Online Support Team on 0344 891 0196.

Where can I find technical information / dimensions on products?

This information can be found on the product details page, within the ‘Specification’ or ‘Downloads’ tab. Any documents stored within the ‘Downloads’ tab, can be viewed, downloaded, printed or emailed. If you require further information, please contact your local branch, you can find your local branch using our online Branch Locator or alternatively contact our Online Support Team on 0344 891 0196. If we are unable to answer your question we will advise you to contact the manufacturer and seek advice from their dedicated technical support team.

Where do I find health and safety data sheets for products?

These can be found on the product details page, within the ‘Downloads’ tab, where they can be viewed, downloaded, printed or emailed. If the relevant health and safety data sheet is not listed then please contact our Online Support Team on 0344 891 0196 who will be able to provide the documents you require.

How do I order a brochure?

Click here to view our available brochures online or order to receive a copy in the post.

How do I check stock on the website?

You can check live branch stock availability on over 200,000 products, in any of our branches nationwide. The real time stock check ensures you see the most accurate and up to date stock availability. To check stock, click ‘Check stock availability’ from the product details page, alternatively stock availability is displayed once products have been added to your basket.

If we need to contact the supplier, our Online Support Team will confirm the earliest collection or delivery date as soon as possible.

Please visit our ‘Stock Information’ page to find out more or alternatively please contact our Online Support Team on 0344 891 0196.

How do I compare products on the website?

You can compare the key features of up to four products at any time; this allows you to find the product that meets your requirements. From any product list page, i.e. radiators, click the ‘Add to compare’ box below the product image of the products you wish to compare. They will then be visible in the compare box within the display products header, then click ‘Compare >’ to view the product comparisons.

If you require further product information, this can be found on the product information pages, within the ‘Specification’ and ‘Download’ tabs. Alternatively, please contact your local branch, you can find your local branch using our online Branch Locator or contact our Online Support Team on 0344 891 0196. If we are unable to answer your question we will advise you to contact the manufacturer and seek advice from their dedicated technical support team.

How do I place an order on the website?

Existing trade account customers and non-trade account customers can place an order online. You can choose to collect your order from one of our 500 branches or we can deliver to your home, office or site at a time that is convenient to you.

Our online tools, ‘My Lists’, ‘My Most Ordered’, ‘Order Status’, ‘My Quotes’, ‘Product Upload’ or ‘Quick Order’ help you order much quicker and with less hassle.

Please visit our ‘Benefits’ pages to find out more or alternatively please contact our Online Support Team on 0344 891 0196.

How can "My Account" benefit my business?

To save you the hassle of searching through loads of paperwork ‘My Account’ allows you to securely and conveniently manage your business online. You have total control over your account - set the appropriate limits and user permissions to meet your business needs in real time and check the status of your account or any orders, allowing you to efficiently manage your business.

Please visit our ‘Manage Your Business’ pages to find out more or alternatively please contact our Online Support Team on 0344 891 0196.

How do I find my local branch?

You can search for your local branch using our online Branch Locator, where you can view the branch details, such as address, local map, telephone number, fax number, email address and opening hours. Outside of branch working hours, contact our Online Support Team on 0344 891 0196.

Why does the website automatically log me out of my account?

This is for your own security; we have set a session timeout function on the website which will log you out automatically after 1 hour of inactivity in order to protect your online account.

Browser Compatibility

Which browsers are compatible with our website?

The following browsers are compatible with our website:-

  • Chrome
  • Firefox
  • Internet Expplorer 8, 10 & 11
  • Safari
  • Chrome on Android devices

However if you experience any errors, clear your browsing history and cache, then close down your browser and restart, if the error persists, contact our Online Support Team on 0344 891 0196.

Careers

What career opportunities are there at Wolseley?

We have a dedicated careers website; click here to search our current vacancies. If you do not find a suitable vacancy, please register for a job alert with us and we will notify you by email when a vacancy matching your criteria becomes available.

If there's anything else you'd like to know before you apply (or indeed during the application process), please don't hesitate to get in touch. Telephone: 01952 212597 (Monday to Friday, 9:00am – 5:00pm) or email us at careers@wolseleyjobs.co.uk.

Environment

Can I return Waste Electrical & Electronic Equipment (WEEE) to my local branch?

Yes, you can. The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities.

Recycle your electrical and electronic devices free of charge at your local recycling centre. To find your local recycling centre visit https://www.recycle-more.co.uk/.

If you have any recycling queries, please contact recycle-more@valpak.co.uk and a member of the team will be happy to help you.

How can I find my nearest household waste recycling centre?

Recycle your electrical and electronic devices free of charge at your local recycling centre. To find your local recycling centre visit https://www.recycle-more.co.uk/.

If you have any recycling queries, please contact recycle-more@valpak.co.uk and a member of the team will be happy to help you.