1. Shopping Online
  2. Customer Services
  3. General
  4. Credit Control
  5. Delivery
  6. Returns

1. Shopping With CMS Distribution

What methods of payment can I use?

Please refer to our payment methods page for full details.


Do you offer a direct ship service?

Yes we do, however we do ask that your first order ships to your registered delivery address.


Is there any extra cost for a Direct Ship Service?

No. There is no extra cost for direct ship orders. All our delivery charges are calculated by weight. Please refer to our delivery charges page for full details.


Can I send my order to another country?

Yes you can, however shipping times and prices may vary depending on the country. Please contact our customer services for details. For orders shipping to Northern Ireland & Republic of Ireland or the Scottish highlands please refer to our delivery details page for full details.


How can I claim a credit I have on my account?

Credit notes cannot be claimed via our website. Please contact our Credit Control Team creditcontrol@cmsdistribution.com for further assistance.


How can I be sure that shopping online with CMS is safe and secure?

We know of no documented cases of credit card fraud using our secure shopping system via the Internet. All credit card numbers are encrypted when the order is placed using 128-bit encryption. They are only decrypted after they reach our main system. They are not held in a readable form on any web site.

We use a Thawte server certificate, which ensures that all sensitive information sent by you, such as credit card number, is securely transmitted when you place your order.


Can I place a back order online?

Unfortunately this facility is not available. Please contact our Sales Team on +44 (0)20 896 6000 for further assistance.


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2. Customer Services

How do I contact Customer Services?


Email: customer.services@cmsdistribution.com

Telephone UK: +44 (0)208 962 2442
Fax UK: +44 (0)208 968 6478

Telephone Ireland: +353 (0)94 937 4070
Fax Ireland: +353 (0)94 938 1098


How do I obtain proof of delivery (POD)?

Please refer to our Proof of Delivery page for full details


3. General

How can I cancel or amend an order?

We process and despatch all orders as soon as they are received, therefore it is unlikely an order can be cancelled.

If you have a Dedicated Account Manager please contact them with your order cancellation/amendment request, otherwise please contact our Web Support team on web.support@cmsdistribution.com for further assistance.


Can I track my order?

You can track the status of your order by visiting My Account -> View Orders, entering your search criteria to find the order in question and clicking the tracking icon next to the order. This link will also be emailed to you after your order is despatched.


Can I pay by my own personal debit card and still get it delivered to my customer?

Yes. Your personal card will need to match the registered address that we have on our system for the payment to be authorised


What credit cards do you accept?

Please refer to our payment methods page for full details


In what currency will I be charged?

As we are based in the UK, our default currency is Pounds Sterling.

If you are based in Ireland your default currency is Euro.


Who do I contact for Technical Support on a product?

Please contact the relevant vendor directly


Will you keep my personal information private?

CMS Distribution ensures that all sensitive information sent by you, such as credit card number, and all other personal information, is encrypted and securely transmitted when you place your order.


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4. Credit Control

How do I see if an invoice has been paid?

Unfortunately our website will only view outstanding invoices. Please contact our credit control department creditcontrol@cmsdistribution.com for further assistance.


How can I obtain a copy of an invoice?

A copy of an invoice can be requested from our customer services department.

Email: customer.services@cmsdistribution.com

Telephone UK: +44 (0)208 962 2442
Fax UK: +44 (0)208 968 6478

Telephone Ireland: +353 (0)94 937 4070
Fax Ireland: +353 (0)94 938 1098


What are your Bank account details?

Please refer to our payment methods page


How do I request a Statement of My Account?

A statement of your account can be requested from our credit control department.

Email: creditcontrol@cmsdistribution.com


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5. Delivery

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

All online orders received by 5.30pm on working weekdays can be delivered on the next working day, pre-12 next working day or Saturday, depending on the option chosen during checkout (within the UK Mainland excluding the Scottish Highlands). Deliveries to the Scottish Highlands & Islands, Northern Ireland and Republic of Ireland, Isle of Man, Isle of Wight, Channel Islands and the Scilly Isles take up to 2 working days.


Who do I contact if I have problems with a delivery?

Please contact our Customer Services Department


Email: customer.services@cmsdistribution.com

Telephone UK: +44 (0)208 962 2442
Fax UK: +44 (0)208 968 6478

Telephone Ireland: +353 (0)94 937 4070
Fax Ireland: +353 (0)94 938 1098


How is the delivery charge calculated?

These are calculated by weight. Please refer to our delivery charges page for a full breakdown


Which carrier is used for deliveries?

Most UK domestic parcel deliveries will be made by the DPD Courier network.

All UK palletised deliveries will be made by Palletline.

All (parcels and pallets) Irish domestic deliveries will be made by PDP and Palletline couriers


What should I do if my delivery is incorrect?

Please contact our Customer Services Department


Email: customer.services@cmsdistribution.com

Telephone UK: +44 (0)208 962 2442
Fax UK: +44 (0)208 968 6478

Telephone Ireland: +353 (0)94 937 4070
Fax Ireland: +353 (0)94 938 1098


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6.) Returns ...

How do I return a faulty product?

In the first instance please contact the relevant manufacturers technical support department. If the product is deemed to be faulty, please contact our returns department.

Email: customer.services@cmsdistribution.com

Telephone UK: +44 (0)208 962 2442
Fax UK: +44 (0)208 968 6478

Telephone Ireland: +353 (0)94 937 4070
Fax Ireland: +353 (0)94 938 1098


What should I do if my goods are damaged?

Please sign for the goods received as damaged and contact our customer services department immediately.

Email: customer.services@cmsdistribution.com

Telephone UK: +44 (0)208 962 2442
Fax UK: +44 (0)208 968 6478

Telephone Ireland: +353 (0)94 937 4070
Fax Ireland: +353 (0)94 938 1098


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