Customer Services

Essential Information about
TimeWS and our services

Contact Us+-

Opening hours

Our trading premises and personnel are available throughout the times stated below. Our store closes 15 minutes before closing time.
(Bank holiday opening hours are 9:00 am - 4:00 pm):

DayTime
Monday 8:00am - 7:00pm
Tuesday 8:00am - 7:00pm
Wednesday 8:00am - 7:00pm
Thursday 8:00am - 7:00pm
Friday 8:00am - 7:00pm
Saturday 8:00am - 4:00pm
Sunday 9:00am - 4:00pm
On-line enquiries

If you have any enquiries or would like more information about products and services, please contact us by:

  • Helpdesk: +44 (0) 208 595 7830
  • Fax: +44 (0) 208 595 7842
Rainham Depot

Unit 1 Fairview Industrial Park
Marsh Way
Rainham
Essex
RM13 8UH

Click & Collect+-

  • For Collection orders, prices are the same as the depot price. No additional costs are applied for processing orders.
  • Promotions prices still apply on collection orders.
  • For same day collections, a minimum of 4 hours will be required to pick your order. Please note, this is only for guidance and does not form part of any contractual commitment. Orders placed after 5pm will be ready for collection after 10am. Orders placed after 7pm (outside of trading hours) will be ready for collection next day from 12pm. Large orders over 500 mixed cases will require a minimum of 24 hours for processing.
  • For collection orders, a minimum of 40 cases must be ordered. Tobacco does not form part of the minimum order.
  • Please check your goods before you leave the premises. We will not honour any claims for shortages or damages thereafter.
  • If you are collecting your order on a pallet, you are still responsible for checking the items before loading your vehicle. Please return your pallet on the next order.
  • It is essential you check tobacco thoroughly. We will not honour any claims for shortages or damages thereafter.
  • If you have an account – orders will only be released to the account holder for your own protection. If you wish to nominate another person to collect on your behalf, as protection to fraud, this will need to be prearranged and we will require photo ID (passport or driver licence).
  • Your order will be available for collection for 3 days. We will contact you by phone as a reminder, after which your order will be cancelled and your account will be refunded. Please allow a further 7 days for credit to be issued.

Delivery Information+-

Delivery Information

Our minimum order requirement is 80 cases excluding tobacco.

If your order is below 80 cases and your delivery address is within the following postcodes: IG, RM, CM, SS, E, EC1, WC1, N1 or DA, an additional £25 delivery charge will be applied. If your delivery address is outside the stated postcodes an additional £35 charge will be applied.

  • For next day delivery - orders must be placed before 2pm (Please note, this is only for guidance and does not form part of any contractual commitment).
  • We deliver Monday to Friday. If you require your order on a Saturday, this can be arranged for an additional £20.
  • When placing an order, please specify whether you require a morning or afternoon delivery. Morning deliveries will be delivered between 8am to 12pm and afternoon deliveries will be delivered between 12pm-5pm.
  • If you require your delivery at a specific time an additional charge of £15 will be added.
  • Orders placed on a Friday after 2pm will be delivered on the following Monday and orders placed on Saturday / Sunday will be delivered on the following Tuesday.
  • We do not collect cash on delivery. Payments must be made in advance of the order being dispatched via bank transfer, credit card or payment in store.
  • If a product is out of stock, we will inform you. We will not send a separate delivery for the out of stock items.
  • All deliveries will be conducted by third party transport.
  • Orders delivered by third party transport will be made to the kerbside nearest to your store. The transport company is not responsible for taking goods into your premises. If you have restricted access to your premises, please let us know in advance.
  • Our transport providers will only be able to wait a maximum of 15 minutes to deliver. If you cannot accept the goods we will have to return the order back to our depot. We will resend the delivery but an additional delivery cost will apply.
  • For third party deliveries, your order will arrive on a pallet protected in black shrink. This will be further secured with a Time Wholesale security seal. If your pallet has been tampered, please report this to us whilst the driver is on site.
  • You will be required to sign for your delivery. Please check your pallet whilst the driver is on site. We will not honour any claims for shortages or damages thereafter. If you have a damaged or a missing item or product you did not order, please call us immediately on 0208 595 7830. Any disputed items must be reported at the point of delivery and be clearly marked on the delivery note and countersigned by the driver.
  • It is essential you check tobacco thoroughly. We will not honour any claims for shortages or damages thereafter.
  • Orders placed on the website can only be delivered to the United Kingdom. The location must be within mainland United Kingdom and within our pre-defined delivery areas (which exclude Northern Ireland, Channel Islands, Isle of Man, Scottish islands and other areas which we do not serve). The location must be accessible by road. Although we carry out deliveries to the Isle of Wight, we cannot undertake to meet scheduled ferry crossings. It is your responsibility to be available on the agreed delivered date and location to receive your order. In the event of any other offshore deliveries, we will complete delivery to a designated carrier or location at a United Kingdom port of your choice. If you are ordering from outside of the United Kingdom, then please contact us on 0208 595 7830, or e-mail us on online@timews.co.uk

Returns

To return an item, you must call the helpdesk on 0208 595 7830 within 24 hours.
  • If you wish to return an item, you have the option of returning it to us in-store or we will arrange for a collection. Please note, you will not be able to return items at the point of delivery unless you have arranged it with us first.
  • If you would like us to collect the product sooner, we will have this arranged for you but a minimum flat rate pallet charge will apply. Call our helpdesk on 0208 595 7830.
  • All products must be in their original condition and not be tampered with when returning. We will not accept open packaging, products due to expire or goods in poor condition. See Terms and conditions.
  • Credit will not be given until the product has been authorized for return and delivered back to our depot. Your account will be credited within 24 hours of the goods being received and checked at our depot.

Track your order in depot

We will be regularly updating the status of your order.

  • Order received means your order hasn’t been processed yet. You can still apply changes to your order but you must call us.
  • Order processing means your order could be at any point between being prepared in depot or in storage waiting to be despatched.
  • Order processing means your order could be at any point between being prepared in depot or in storage waiting to be despatched.
  • Despatched means your order has left our depot.
  • Completed means your order has been delivered and signed by you.
  • Cancelled means your order has been cancelled by you.

Track and trace your order with our delivery partners

  • We will send you an 11 digit tracking ID by email and text.
  • Once you have received this number, please click onto the following link https://track2.palletways.com and then enter your 11 digit tracking ID to view the live status of your delivery.

Cancellation

To cancel an order, you must call the helpdesk on 0208 595 7830 within 30 minutes.

  • If the status of your order is order received, cancellation can be authorized.
  • Cancellation will be unavailable if the status of your order is order processing. Please contact within 30 minutes of placing your order.
  • After cancelling your order, you will receive an e-mail confirmation confirming your order has been cancelled.

International Delivery

We are able to deliver goods throughout the world. Please contact us directly to make arrangements.

Payment Options & Credit+-

Credit and payment methods

  • To pay by cash –we accept cash in-store or on delivery. If you wish to pay "cash on delivery", you will need to tell us in advance so we can make the necessary arrangements. We will not accept more than £5,000 in cash on delivery. We are registered as a High Value Trader and do not accept cash over £9,000 in store without ID. If you wish to pay over this amount in cash, we will require your passport or your driver's licence. Please inform us prior to your visit so we can make the necessary arrangements.
  • To pay by Card – we accept all major credit cards except American Express in-store, on-line and at the point of delivery for local delivered customers.
  • Online payments are processed by SagePay.  We use a 3D security protocol designed to ensure enhanced security and strong authentication when you use your debit or credit cards for online purchases.
  • To pay by Credit - We will give you a credit facility to help support your business's cash flow requirements so that you have the ability to purchase for your customer's needs as they develop. You will always have funds available to make the larger purchases as your sales grow.
  • We offer up to 14 days credit facility (subject to status)
  • When you are approved for a credit facility with us you will see a 'Step change' increase in cash flow and you will have access to funds to expand your business.
  • Same day credit feedback – complete your application form by 2pm for same day feedback. Credit applications received after 2pm will be reviewed by 12pm next day.
  • All credit payments will be collected by direct debit.  Please note that the direct debit will take place on the invoice due date.  An email of "Advanced Notification of a Direct Debit Collection" will be sent prior to collection.  Your payment will be deducted from your bank account within 2 working days.
  • If you choose to clear the payment in-store before the due date, the direct debit will not be taken from your account.
  • Please note, all our debts are underwritten by a third party insurance company. Credit discretion is only rewarded by our underwriters.
  • Terms and conditions apply to credit accounts.  Personal guarantee will be required.
  • If the direct debit is returned or unpaid, you will be charged £35.00 plus VAT on your account for administration.

Refund policy

  • If you are unhappy with your purchase please call us on 0208 595 7830. We are here to help.
  • Please see returns process.
  • Damaged goods will only be credited once they arrive back to our depot. Please allow 24 hours for credit to be approved.
  • If you have a faulty product, please return the product back to us. We will send it to our supplier. Once we receive a credit for the faulty product, we will credit your account. Please allow up to 90 days.
  • We do not refund short dated items.
  • We do not operate a sale or return policy. Please see terms and conditions.
  • Where a product has been specially ordered by you, unless faulty, we are unable to refund or offer an exchange. We are unable to accept cancellations for these orders. We will remind you before placing a special order.




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