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Help & FAQs

If talking to a human is more your thing, you can reach out to our Customer Service Team via email or phone.

Welcome to our Help & FAQ page, your one-stop resource for answers to your questions We understand the importance of clear, reliable information, and this section is designed to provide quick, accessible answers to your most pressing questions. Our Frequently Asked Questions (FAQ) section is compiled from queries we often receive from customers like you. Divided into categories for easy navigation, it provides concise, easy-to-understand answers to common questions. Whether you're a first-time visitor or a long-term customer, the FAQ section is your quick guide to understanding our products and services.


How do I place an order?

Placing an order is a straightforward process, and we offer multiple convenient options to ensure a seamless shopping experience. To place an order, simply follow the steps outlined below:

  1. Contact Us: The primary method for placing an order is by contacting our customer support team. You can reach out to us through various channels, including phone, email, or live chat. Our friendly representatives will be ready to assist you in placing your order and answer any questions you may have regarding product availability, pricing, or specifications.
  2. Provide Order Details: When you contact us to place an order, please provide our customer support team with the necessary details. This includes specifying the desired product(s), quantity, preferred options (if applicable), and any other relevant information. The more specific you are, the better we can assist you in finding the right product and ensuring accuracy in processing your order.
  3. Confirmation and Payment: Once you have provided all the necessary order details, our customer support team will generate an order summary for your review. This summary will include the final price, any applicable taxes or fees, and payment instructions. You will have the opportunity to verify the information and confirm your order before the goods are delivered.

Do I need to create an account to place an order?

No, you do not need to create an account to place an order with us. We understand that some customers prefer a quick and hassle-free ordering process, and we aim to accommodate that preference.

Placing an order without creating an account is simple and straightforward. When you are ready to make a purchase, you can contact our customer support team directly through phone, email, or live chat. They will guide you through the order placement process, assisting you with product selection, pricing information, and any other inquiries you may have. However creating an account allows us to store your shipping information and see your order history.

Can I checkout on the website?

No, we do not offer a direct checkout option on our website. Instead, we provide a "Request a Quote" feature to facilitate the ordering process.

When you browse our website and find products of interest, you can submit a request a quote. To submit a quote request, you will need to provide some basic information, such as your name, phone, email and a message. Our customer support team will review your request and prepare a personalized quote for you based on the products and specifications you have asked for.


Can I return my order?

If for any reason you are not satisfied with your purchases, you may return the product within 30 days of the purchase date for a refund or exchange, subject to the terms and conditions outlined below.

1. Eligibility for Return:    

  • Products must be in their original condition, unused, and undamaged.   
  • All original packaging, manuals, and accessories must be included.
  • Customised or special-order items may not be eligible for return unless they are defective or damaged upon arrival.

2. Return Process:

  • To initiate a return, please contact our team within 30 days of the purchase date.
  • Provide your order details, including the product name, order number, and reason for return.
  • You are responsible for the return shipping costs unless the return is due to a defective or incorrect item sent by us.

3. Refund Process: 

  • Once the returned item is received and inspected, we will notify you of the approval or rejection
    of your return.
  • If approved, refunds will be issued in the original form of payment within 7 business days.

4. Non-Returnable Items:

  • Certain items may not be eligible for return, such as used or damaged products, items without original packaging, or customised/special-order items.

5. Damaged, Defective or Incorrect Items:

  • If you receive a damaged or defective item, please notify us within 48 hours of delivery.
  • We may request supporting documentation, such as photos or videos, to assess the damage or defect.
  • Depending on the situation, we will arrange a return, exchange, or refund at our discretion.
  • If you receive the incorrect item, please notify us as soon as possible so we can arrange collection and re-shipping of the correct item.

6. Restocking Fee:

  • In some cases, a restocking fee may be applied to returned items, particularly for large or
    heavy products.
  • The restocking fee will be deducted from the refund amount or credit issued.

*Please note that this is a general return policy, and additional terms or restrictions may apply depending
on specific circumstances or product categories. For any questions or concerns regarding returns, please contact our customer service team.*


What countries do you ship to?

We are pleased to offer worldwide shipping services. Regardless of where you are located, we strive to ensure that our products reach you in a timely manner. From North America to Europe, Asia to Africa, and everywhere in between, we are committed to delivering our goods to customers around the globe.

How long will it take to receive my order?

The delivery time for your order can vary depending on several factors, including the shipping method chosen, the destination country, and the specific products you have ordered.

For domestic orders, we offer next day shipping as an option. You can expect to receive your order within one business day after it has been processed and shipped. However, please note that certain restrictions or exceptions may apply based on your location and the availability of the product.

International shipping times, on the other hand, can vary significantly depending on the destination country and customs procedures. Factors such as customs clearance, local delivery services, and distance may influence the overall delivery time. As a result, it is difficult to provide an exact timeframe for international deliveries.

Can I collect my order?

Yes, we offer the option for customers to collect their orders in person. If you prefer to pick up your order directly from our location, you have the convenience of doing so.

During the ordering process, when contacting our customer support team or placing your order, simply inform them that you would like to collect your order in person. They will provide you with the necessary details and instructions to facilitate the collection process.

Once your order is ready for pickup, we will notify you via email or phone, confirming the availability and providing you with a designated pickup time. It's essential to adhere to the scheduled pickup time to ensure that our team is prepared to assist you promptly.

When you arrive at our premises for order collection, please have your order confirmation or any relevant identification documents with you. This helps us verify your identity and ensures a smooth and secure pickup process. Our staff will guide you through the necessary steps, including any required paperwork or payment settlement if applicable.


What if I want to speak to someone?

We understand that sometimes speaking to a real person can be the most effective and reassuring way to address your questions or concerns. If you prefer to speak to someone directly, you can reach us via phone during our business hours. Simply dial 01406 362978, and one of our knowledgeable representatives will be ready to assist you.

For less urgent inquiries or if you prefer written communication, you can always reach us via email. Simply send your query or request to, and we will respond to you as promptly as possible. Please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

Do you have live chat?

Yes, we offer live chat support for our customers. Our live chat feature is available from Monday to Friday, between 8:00 am and 4:00 pm (local time). Click on the green speech bubble at the bottom right corner of your screen to use our live chat. We understand the importance of real-time communication and strive to provide prompt assistance to address your queries, concerns, or any other issues you may encounter.

Where are you based and can I visit?

Our company, JML Henderson Ltd, is based in Unit 31, Fleet Road Industrial Estate, Holbeach, Lincolnshire, PE12 8LY, United Kingdom. We welcome visitors to our location during our business hours.

If you would like to visit our premises, we recommend contacting us in advance to schedule an appointment. This ensures that we can allocate time specifically for your visit and provide you with the best possible experience.

Our team will be pleased to show you around our facilities, discuss our products and services, and address any questions or concerns you may have.

Ask the Experts

Can't find the answer to your question? Contact us directly! At the bottom of this page, you'll find a user-friendly form that you can fill out to submit your question. Our team of dedicated experts will respond to your query in a timely manner.