FAQ

Frequently Asked Questions

Ask us a question or click on one of the frequently asked questions below to find some answers to some common questions we are asked by our customers. Remember if you can't find your answer in the list click the One More Question box and contact us directly. We will respond ask quick as we can to you.


What are your delivery options?

We deliver throughout mainland UK, Isle of Wight, Scottish Islands, Scilly Islands & Northern Ireland. Detailed information on delivery can be found on our delivery details page.

Currently we only ship to UK & Eire destinations. Please contact us by telephone on +44 1472 823777 or by email info@ultimate-direct.co.uk for rates outside of these regions

What are our collection times?

    You can pick up goods in store during our normal working hours of Monday to Saturday 8.30am to 5.30pm. If you would rather buy in store simply call us on 01472 823777 or call in.

What are your payment options?

All transactions will be made in UK Sterling (£) using a secure UK based online payment gateway (SAGEPay). Currency conversions from other territories/payment cards based outside of the UK will be made automatically under the terms/rates of the card issuer at the point of sale. Currency conversion rates are beyond our control, however, the total sum will reflect the final value in UK Sterling at the time of purchase.

  • Paypal (online only)
  • Credit/debit card including (Mastercard, Solo, Switch/UK Maestro, Visa, Visa Debit/Delta, Visa Electron)
  • Cash (in store)
Are your card processing methods secure?

Card transactions are processed by SagePay and / or Paypal secure servers. We do not capture card details on our own site. If you give us your card details directly via a phone order they are stored securely in our archive room, then destroyed. We do not retain your card details in any format.

What if my delivery doesn’t arrive when expected?

We have a dispatch time of 1 working day. Where orders are received at a weekend, they will be processed on the next working day ie Monday with the exception of a bank holiday (UK). If you wish your goods to go out on the same day the order must be placed online and we must be contacted before 3pm of the same day. Unless expedited delivery is paid for your goods will be dispatched by a 48hr service.

In the unlikely event that a problem occurs with your delivery, or you do not receive your goods when expected, please contact us between; 8.30am and 5pm, Monday to Friday.

Tel: 01472 823 777 or email us via our Contact Form

When enquiring about an order, please make sure you have your contact details and order number ready, as we will need this information.

What is your privacy policy?

Please see our Privacy Policy page for full details.

What if any items I have ordered are out of stock?

We endeavour to have all our online stock levels to match exactly what we hold in our warehouse but occasionally due to unforeseen reasons there may be a discrepancy. If so, we will contact you immediately to discuss how you would like to proceed – a full refund, an alternative product, or waiting till the item is re-stocked.

How do I receive an invoice?

We send out VAT invoices as standard with any of our purchases. In the unlikely event that you do not receive one or mislay it please contact us and we will be happy to issue another for you.

What if I want to return items?

Please see our Returns Policy under our Terms & Conditions Tab for full details.

Can I get better prices for larger quantities / regular orders?

If you are looking for volume / regular order discounts please contact us to discuss your requirements.

What happens if the delivery comes while I am out?

Our items are shipped by either; Royal Mail, APC Overnight, ParcelForce, or occasionally UPS.

Each has their own method of alerting you to a delivery, usually by leaving a contact card to allow you to re-arrange. Tracking information is available on request for all but the very smallest or lightest of packages; items like this will be sent generally by second class post. If you have any questions or concerns regarding your delivery then please contact us on 01472 823777.

For Royal Mail deliveries - if items cannot fit into your letterbox they will be taken back to your local Post Office for re-delivery or collection (they should leave a calling card).

For APC Overnight, ParcelForce & UPS deliveries a signature is required, so, if you are out a calling card should be left to notify you that delivery was attempted. The card will give information about where the item can be collected or who to call to arrange re-delivery as a time suitable for you. If the courier is not contacted within approximately 7 days then the goods will be returned to us and you may incur a charge for re-delivery (same as initial delivery charge).

How long will it take you to reply to my email?

We are open Mon – Friday, 08.30 – 17.30. There are periods where we are busier and it may take us longer to reply but we aim to respond to all questions within 1 working day (usually much quicker!).