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Ordering with WEX Trade: Essential Information

How to Order

To take advantage of our competitive prices and outstanding products you will need to open a customer account with us.

To make an enquiry about opening an account, please click here and fill out our contact form. Alternatively enquiries can be emailed directly to our Trade Sales Manager, Dan Wilson. Please email dan@wextrade.co.uk and you will receive a response as soon as possible.


Page guide: Ordering | Delivery | Lead Times | Delivery Costs | Payment | After Delivery
Installation and Aftercare | Returns & Cancellations | Customer Support Issues | Questions?

Ordering for trade customers
  1. Online: if you are a registered trade customer, simply click on 'Trade Log In' in the left-hand sidebar and enter your details (to register please contact us for a customer opening form). Prices will then become visible on our product pages. Following this you can add goods to your cart as required and select shipping method before making payment at our secure check-out page. For larger orders or cabinet orders, please email our sales team for a quotation.
  2. By telephone: call 0345 22 22 611 and speak to our dedicated sales team.
  3. By email: if you wish, email us your order and we can reply with a pro-forma ready for payment. Email us at
  4. By fax: fax your order to 0845 22 22 123. As soon as the order has been processed we will telephone your preferred contact number to collect payment and organise delivery.
Delivery:

Quick and efficient delivery is a WEX Trade priority. To ensure a comprehensive and reliable service, our in house 2Man delivery service is supported by external couriers where we are unable to cover certain delivery areas. Please ensure you have read and understood the following terms before placing your order and accepting them.

In-house 2Man delivery:

This is a 2 Man delivery service, between the hours of 7.30am-6pm. You will be advised of a 2 hour time slot the afternoon before your delivery date via email and the drivers will attempt to call when they are approximately 30 minutes away. The drivers will then deliver into a ground floor room with clear access.

Where possible, this service also utilises reuseable packaging which will be removed to allow the worktops to be checked.

On occasion deliveries may be made using branded vehicles of our sister company, Worktop Express. If this is not preferable please do advise our staff and we will do our best to secure a different delivery option.

In-house 1Man Saturday delivery:

This is a 1 Man delivery service, between the hours of 7.00am-3pm on Saturdays. We will advise you of a 2 hour time slot via email the afternoon before your delivery is due, and the driver will attempt to call when they are on their way. The driver will then assist in delivering to a ground floor room with clear access (with assistance from the customer).

Where possible, this service utilises reuseable packaging that is removed by the driver to allow the worktops to be checked over.

On occasion deliveries may be made using branded vehicles of our sister company, Worktop Express. If this is not preferable please do advise our staff and we will do our best to secure a different delivery option.

Cabinet Delivery:

The delivery service used to dispatch cabinets will depend on the size of your order as well as the delivery location. We will advise you which courier will be used when we book in the delivery. You should always prepare to have a few people on site who are physically capable of helping the driver offload.

Pallet deliveries:

For large orders we can also accommodate pallet deliveries. In such cases the customer must organise an appropriate means of offloading goods quickly on receipt, as this service is not accompanied by a forklift. This is an all-day 1 Man service between 8am-6pm.

Accessories deliveries:

This courier is used for smaller items/accessories, when not being delivered with a worktop. This is a signed for all-day delivery, typically between 8am-6pm.

Lead times:

Blank Worktops: Next working day delivery if ordered before 12 noon (UK Mainland only). We do however recommend ordering in advance as our internal vans are popular and can become fully booked quickly.

Pre-Oiled Worktops: 5 working day lead time from payment. We can arrange the delivery date at point of payment.

Fabrication: 10 working days after confirmation of a CAD drawing that we would create following payment. On receipt of your confirmation we will schedule the production of the fabrication and advise a delivery date.

Solid Oak Carcasses and Lacquered Frontals: 7 Working days.

Painted Items: 14 working days for orders with painted frontals/end panels/accessories. We would contact you closer to the time to arrange a delivery date.

Cabinet Assembly Service: 14 working days from payment. Similar to the painted items, we would contact you to arrange the delivery date close to the time.

Bespoke Lead Times: Bespoke items have longer lead times, which will be confirmed with the quotation information.

Delivery costs

Worktops: for the majority of England and Wales, delivery is charged at £25 for the first worktop and £15 for each additional. We offer free delivery on orders of 5+ worktops to a single address; please telephone to place orders of this size so that we can apply your discount. We offer next day delivery on all orders placed by 12 noon (quoted time is for delivery to England, Wales and the majority of mainland Scotland).

Frontals: £25.00 per order.

Cabinets: £50 for up to 5 cabinets, £100 for 6 or more cabinets.

Plinths/Upstands (without worktops): £15.00

Accessories (without worktops): £10.00

The above prices relate to areas covered by our internal courier. For the very few areas not covered by our vans, please ask for a delivery quotation.

Payment

We require payment prior to dispatch. We accept payment via all major credit & debit cards or bank transfer. We do not charge a processing fee for credit cards. Card details are stored in a "token" unreadable format on our sales order processing platform, facilitating easier processing on future orders (subsequent orders require only the security code of the card to be provided). We do not offer payment by account or offer credit facilities. Our customers can however pay via credit card (without fee) which will provide up to 30 days credit in itself. Unfortunately we do not accept payment by American Express at this time.

If you require our bank details, please contact us.

After delivery:

We recommend that you store the worktops flat but raised off the floor. Batons are normally used to do this.

Installation and aftercare

Below are a number of important points regarding installation and aftercare. Please read our Solid Wood Worktops Installation and Aftercare Instructions for further details.

  • Before installation, pre-oil the worktops. We recommend Rustin's Danish Oil as this product is food safe for the kitchen environment and we have had many years' experience with it. Each worktop will require 3 coats on the top & bottom and 6 on the edges, with drying time in between each coat. Depending on the temperature and humidity of the room, this can take up to 6 hours. Re-oil cut edges before installation.
  • If the worktops are to be joined together, this should be done with a 90 degree butt join, with a 5mm service gap between the worktop and any wall.
  • The maximum unsupported overhang that we recommend for a worktop is 200mm (based on a 620mm wide worktop). The recommendation for a larger overhang/span would be calculated on a pro-rata basis (i.e. the recommended unsupported overhang for a 960mm wide worktop [approx 55% larger than a 620mm wide worktop] would be 110mm). If you require a larger overhang, we may also suggest that a suitable support leg(s) is used.
  • We recommend that timber worktops are oiled every 6-8 weeks for the first year, or as and when it is deemed necessary. A good guide to judge whether it is required, is using small beads of water. If they sit on the surface of the worktop without soaking in, then the timber is sufficiently protected.
Returns & Cancellations

Returns:

Items can be returned up to 14 days after their delivery. The delivery day is included in the 14 day time scale. The product must be in a resalable condition and not cut or oiled in any way. If you wish us to collect then a collection charge is applied, or you can return the items to our depots. The cost of the purchased product would be kept on account for future use.

Cancellation:

If you would like to cancel and order before the items have been dispatched, please contact our sales staff at the earliest opportunity. The total for the order will then be kept on account for easy use on your next order. If the order has been dispatched, we can try and contact the courier to cancel the delivery. The total for the order, minus the delivery charge would then be kept on account.

If the order has been delivered and as long as the worktops have not been changed in anyway, we can organise a collection up to 14 days after delivery. A collection fee would be charged and the amount for the purchased product kept on account.

Fabricated worktops are not able to be cancelled once manufacture has started. If we have not yet begun to fabricate anything we may be able to cancel the fabrication, however there is a cancellation fee of £50.00 for the CAD drawing that has been created. Anything ordered bespoke from our suppliers in Europe is not able to be cancelled.

Customer Support Issues:

We carefully check every item before it is dispatched, however occasionally a problem may occur. In the event of any issue, please notify us within 7 days and before oiling or cutting the worktops. If the worktops have been oiled or cut, they are then deemed as having been accepted.

Delivery:

Our internal vans have a success rate of 99%, however if you do experience an issue with any delivery service, please follow the below points:

  • Damage on delivery: After inspecting the worktops/packaging, if you do find an issue please sign for the goods as damaged and let us know as soon as you can. We will then endeavour to arrange a replacement as soon as possible.
  • Items missing from delivery: Check the driver's paperwork and ensure you only sign for the amount of packages that have been received. Please then contact our offices and we will look into the matter and let you know the expected delivery of the missing item.

Product Issues:

Faults within the worktops: being a natural product, there will be occasions when a natural fault occurs. If any issue with the worktops were missed when accepting the delivery, please contact us with a photo and the order number as soon as possible, before the worktops are cut or oiled. We will look into the matter and advise how to rectify the issue.

Questions?

Don't hesitate to email () or call (0345 22 22 611) for a rapid response. Our team are extremely knowledgeable on all aspects of our service, from products to delivery procedures and pricing. Between the hours of 9am - 5.00pm, Monday to Friday, we are here to help: it is the WEX Trade aim to provide information efficiently and respond to queries promptly.