Customer Service

At Payne Bros we strive to ensure that our after sales service is the very best.

You can best contact us by e-mail at: romford.sales@paynebros.com

Alternatively, you can call us on: 01708 766644

Or fax us on: 01708 733400

You may find the quickest solution to your query or problem can be found by checking our list of frequently asked questions:

What times are you open for business?

Our Website is open 24 hours a day, 7 days a week! Office hours are 9 - 5 Weekdays, closed weekends..

How do I open a credit Account Facility?

Please complete the form on our Website. Your account will normally be opened within 4-5 working days, subject to status. Should you require goods urgently please contact our Sales Office. Please note that for Sole Traders and Limited Companies who have traded for less than six months we may not be able to offer a Credit Account Facility. We shall, however, be pleased to trade initially on a payment with order or a credit/debit card basis.

What day is delivery due?

Following receipt of your order, confirmation of delivery will be forwarded to you.  All available stock items will be delivered within three to four working days from the day of its acceptance.

Can I get delivery tomorrow?

Please contact our Sales Office before 2:00pm who will be pleased to make arrangements for a next day delivery. There will be an additional charge for this service.

I may not be available when you try to deliver

Our standard times of delivery are between 8.30am to 5.00pm Monday to Friday. Please advise us of any special requirements of delivery when placing your order. Failed deliveries where no one is available to receive goods are subject to a further £10.00 delivery charge.

Who delivers my order?

Most orders will be delivered on our own transport but we will use third party carriers when the need dictates it.

What are your Carriage Terms?

Carriage paid terms are:-

  • £50 Nett to UK Mainland
  • Carriage £5.95 on lower value orders.
  • Special & Express deliveries will be charged extra – P.O.A.

Is it in stock?

We hold large stocks of the products shown on our Website and can normally deliver from stock. For items indicated "to order only" please contact our Sales Office to confirm availability.

Can I have a sample?

Please contact our Sales Office, who will be pleased to discuss your requirements.

If I order more cases, do I get a better price?

Please contact our Sales Office, who will be pleased to discuss your requirements.

I've had the wrong goods delivered, what should I do?

Please contact our Sales Office who will be pleased to make arrangements to exchange them.

I am unhappy with the goods you have sent me

Please contact our Sales Office who will be pleased to make arrangements to exchange them.

The goods you have sent me are damaged

Please contact our Sales Office within 24 hrs, Notification outside this timescale cannot be credited.

The goods do not seem to be the same as the last time I ordered them

Please contact our Sales Office who will be pleased to make arrangements to exchange them, or will be able to explain the reason for the change.

What is your returns policy?

If goods are unused and in their original packaging we will gladly credit them. Our collection charge is £15.00 or 15% of the value of goods. (whichever is greatest) unfortunately we are unable to do this with special order items, unless they are faulty.

The goods are faulty, what should I do?

Please contact our Sales Office to make arrangements for repair/replacement.