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COVID-19

Frequently Asked Questions

We are open and operating as close to normal as is currently possible, our colleagues are working hard to process and deliver your orders in a timely manner.

Please check these FAQs below before contacting us via the website.

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Q: Can I call for technical/sales support and advice?

A: Yes, our phone lines are still operational, however we must stress that staffing levels are greatly reduced, with the majority working from home, in line with current advice. Due to this, the best method of communication at present is via email. All enquiries can be sent to info@generators-direct.co.uk. Please note that response times for call back requests and enquiries are much longer than usual; however, we endeavour to get back to you as quickly as possible.

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Q: Stock availability?

A: We have a large range of products available and in stock and we are doing our very best to keep our website up to date regarding each individual product. However, stock is currently moving very quickly. In the unlikely event that your item is unavailable we will contact you by email as soon as possible to offer an alternative or refund.

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Q: Order Confirmation?

A: Every successful order will receive an email order confirmation. If after placing an order you have not received this please check your junk or spam. Please allow a couple of hours for the email to be received, although in most cases it will be instant. If you still have not received your confirmation contact us at info@abbeyaccess.co.uk.

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Q: Tracking information?

A: Over 90% of orders will be received the next day, if you require tracking information please contact us at info@abbeyaccess.co.uk however please leave this until the end of the working day which will allow time for this to be generated.

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Q: When will I receive my goods?

A: 90% of good are received next working day, due to courier demand we currently experiencing in the region of 10% of order slip into the following day. Some manufacturers, however, are experiencing delays of up to 5 working days and we aim to make this as clear as possible on the individual listings of products. If you require further information on the potential lead times of products, please contact us.

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Q: I have not received all of my order?

A: Sometimes accessories are delivered separately and sent direct from our supplier on a different courier. Please keep this in mind when excepting your delivery. Please allow extra time for these to arrive.

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Q: Can I collect my order from your premises?

A: Sorry no, our premises are closed to the public.

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Q: Do you sell spare parts?

A: Yes, we do, however these are subject to availability and stock levels in the UK. Deliver is currently on an estimated 5 -7 working day lead time. If you require a part it is helpful for us to know the product code of the items, date of purchase, post code where this item was delivered to originally and description or picture of the part you require. This will help speed up the process and ensure you get your part asap.

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Q: Do you deliver to Northern Ireland, Republic of Ireland, Scottish Highlands?

A: Yes, for most items but there will be an extra charge. To get a quote for delivery to these areas please advise us the product you require and the post code zone for delivery. This will help speed up the process and we can provide you the cost quickly.

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Q: Can I change the delivery address after I have ordered?

A: Sorry no, once the order is placed and has been authorised by the payment system, we are unable to change the delivery address. The delivery address must also be the registered card address unless you are paying by BACS/Bank Transfer.

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Q: Are you getting items back in stock?

A: We are currently working with suppliers to ensure our out of stock items are replenished ASAP. If you are interested in an out of stock item please email us and we will advise when it is available.

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