Home > FAQ's

Frequently Asked Questions

- The answer to your question should be available below -

1. Registering

2. Ordering & Website Information

3. Invoicing & Payments

4. Pricing & Discounts

5. Deliveries

6. Damages, Credits & Returns

The answer isn't here, I want to contact you.



Registering

We are a trade-only supplier, and so if you are a trader, retailer or reseller of any type, we will be happy to supply you, and hope that you register with us. We supply garden centres and giftshops, as well as market traders, museums, charities, school PTAs, online sellers and more!

It's really simple to create your account – Just complete these easy to follow steps and you'll soon be up and running ready to order from our website.

Once registered you'll gain instant access to all of our very competitive wholesale gift prices.

1) Click the 'Customer Registration' tab at the top of the screen (at the bottom if you are on a mobile device).

2)Follow the steps through, and under the 'New Customers Registration, enter your trading details.

3) Upon clicking 'Submit', your new account will be instantly created.

If we are unsure of a customer registration then further details may be required as proof of trade.

Please rest assured you information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

You must be registered to log into this website – Please refer to 'How do I create an account'.

Once registered please click on the 'Register' link located top right of page and follow the Quick Log in process using your registered email address and password.

Simple, just click the "Register/My Account " link at the top right hand side of our site to edit your account information.

No worries – Just Click the "Register/My Account " link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to your registered email address with easy to follow steps to re-set your password.

Please email customerservices@sparksgiftwholesalers.co.uk who will be pleased to assist.

When you register on our website you are automatically added to our mailing list from which you will receive regular emails notifying you of our latest products and new ranges, promotions and special offers and our best sellers. If you do not wish to be contacted via email of products and promotions, simply click the 'Unsubscribe' option at the bottom of any of our marketing emails.

Unfortunately we are now permanently closed to Cash & Carry purchases. All orders for stock need to placed online, through this website. If you have any difficulties placing online orders please don't hesitate to contact us.

OPENING HOURS

Sunday: 10.00am - 1.00pm

Monday and Tuesday: 9.00am - 5.00pm

Wednesday: 9.00am - 8.00pm(late closing)

Thursday and Friday: 9.00am - 5.00pm

CLOSED SATURDAY

Please note that we also close on all Public Holidays and Bank Holiday Sundays and Mondays

DIRECTIONS

We are located in West Kingsdown, Kent and are approximately 5 minutes from junction 3 on the M25 and 10 minutes from junction 2a M26. From M25 (junction 3) follow A20 south signposted Brands Hatch. We are approximately 2 miles further south than Brands Hatch on A20 London Road. From M20 (south) take exit for M26 and then take exit 2a. Turn right at bottom of slip road and take 3rd exit signposted Brands Hatch/West Kingsdown. Follow A20 approximately 5 miles. From M26 (north) take junction 2 and then 1st exit at end of slip road and follow Brands Hatch directions as above. We are located at Units 9 and 10 West Kingsdown Trading Estate, London Road, West Kingsdown, Kent TN15 6EL (Gamecock Public House is at entrance to estate). Telephone 01474 853 999 Check out the directions on Google Maps

Please be aware that the minimum spend to collect your order is £100 (exVAT).



Ordering & Website Information

First you will need to register and create an account. Please click the Create Account link, then fill in and submit your registration. Once you click 'Submit', your account will be created instantly, and you'll have immediate access to prices and be able to place orders whenever you wish.

First Log in using the login bar at the top of the website.

Then simply browse through our website and choose the products that you wish to order. Decide on the quantity that you wish to order (default is 1) and change if necessary. Then click on 'Add to basket'. Then browse to your next product and do the same.

When you have completed your choices click on 'Checkout' and follow the checkout procedure.

We offer a no minimum order policy which means that our customers have the flexibility to purchase as few or as many items as they wish.

Our carriage charge (mainland UK) for orders between £50-£200 (exVAT) is £6.95 (exVAT), but this does increase by a surcharge of £3 for orders under £50 (exVAT) to cover the higher marginal processing costs.

Unfortunately we don't have a hard-copy catalogue.

All of our products are available to view and to order online, with live stock levels too! Please use this website as your catalogue instead.

Mainland UK Charges:

Order over £200 (exVAT) = Free

Order over £50 (exVAT) = £6.95 (exVAT)

Order under £50 (exVAT) = £9.95 (exVAT)

We do offer a next working day service for Mainland UK orders under £200, which is available to select at a £5(exVAT) surcharge.

International delivery rates are calculated on a 'per carton' basis, and once you have submitted your order, we will notify you if your order requires more/less cartons than you have selected. Additional payments may be required, or if you have overselected, we can refund you the excess. Likewise, if the quote is not to your satisfaction, we can cancel your order and void/refund any payment made.

If you would like to obtain a shipping quote before submitting your order, please place all the items in your shopping basket. Then, email customerservices@sparksgiftwholesalers.co.uk to request a shipping quote, and we will happily provide this for you.

Please refer to our Delivery Information page for full information about delivery charges, UK postcode exclusions, surcharges and international delivery charges.

We currently do not offer a drop shipping service.

Yes, no problem as long as the image you want is for a product you have purchased from Sparks Gift Wholesalers.

We do not allow and strongly advise against using our images to pre-sell products before you have purchased them. This can cause significant problems for customers if we are subsequently unable to provide the product which has been presold.

If you do want to copy an image please click on the appropriate image and click enlarge. Then right click and save the image to your computer file directory.

Once you have submitted your order, we may be able to amend/cancel products provided that you contact us before your order has been processed. Please email us at customerservices@sparksgiftwholesalers.co.uk

You may add items within 24hours of placing your first order with us.

If within 24hours of your original order being placed, please place a separate new order for the additional items. Pay for it as usual, but please do two things. 1) Select the shipping option 'Warehouse Pickup' so that you are not charged a second shipping fee. 2) Leave us a note in the 'Order Comments' box explaining that you would like us to combine this with your existing order, and please include the order reference number. We can then combine the two orders internally and dispatch as one.

Unfortunately if more than 24hours has passed since your first order was placed, we will not be able to combine it with any additions and your addition will be cancelled and refunded in full.

This is normally caused by 'cookies' held on your PC – Please clear the 'cookies' on your machine and then retry accessing your basket.

If you still encounter problems then please telephone 01474853999 or email customerservices@sparksgiftwholesalers.co.uk and we'll be pleased to assist.

Your shopping basket may not automatically save itself. The best way to ensure that our website remembers what products you've put into your basket over the past days, is to ensure that your computer/device has the setting 'Enable Cookies' enabled. This is short-term computer memory and should allow your basket to be remembered.

You will find, however, that your basket cannot be remembered or saved across different devices. So, if you add products to your basket on a mobile device, this will not save and be viewable when logging in on another computer/laptop/device.

One possible solution is to use our 'Wish List' feature. Some customers like to add interesting products to their 'Wish List' (available to add to on each product page), which DOES save across devices. Then, when you're ready to place your order, you'll be able to open your wish list and add the desired products to your shopping basket from here, and then checkout.

To find any product either refer to the appropriate category on the left navigation, or type the product name or code into search box at top of website to locate.

We generally have quite a fast turnover of stock, and it can sometimes be difficult to know exactly when or if a product may be returning to stock. However, if there is a particular product you are interested in, please email us at customerservices@sparksgiftwholesalers.co.uk and we will try our hardest to provide more information.

If you would like an automatic notification as soon as a product becomes available again, you'll need to click the big green button on the product's page which says 'Email Me When In Stock'. Click this button and submit your email address. Our system will email you automatically the second it arrives!

We don't carry over back order items as a general rule. Sometimes, if an item is out of stock and there is an imminent delivery of that product then with your consent we may hold an order over until that product arrives in the warehouse.

In such circumstances, you will have been made aware and agreed to this via customer services.

All prices displayed on our website exclude VAT (VAT at the Prevailing UK Rate will be added on top).

This includes both product prices and shipping charges.

If you are based outside of the UK Tax region and have a valid EU VAT Number, you will not be required to pay VAT. If you are based outside of the EU Tax Zone, you will also not be required to pay VAT.

All products on our website (unless specifically stated otherwise) are priced individually.

Where a product is sold in an assortment, you will need to order in multiples of the assortment quantity to receive equal amounts of each design (stock availability permitting).

For example: A product is '3 Assorted'. If you order x3 or x6, you will receive x3 or x6 individual pieces (x1 or x2 of each design). If you order less than the assortment quantity (ie: x1) we will supply a randomly chosen design from the choice of 3.

Where a product is described as a 'Set', the price displayed is for all the pieces in the set.

We accept all major credit and debit cards including Visa, Mastercard, Maestro and Delta as well as PayPal and via BACS. Please contact customerservices@sparksgiftwholesalers.co.uk for bank details if BACS service is required.

You can also pay by email link (where applicable).

During the checkout process you may choose any of our current payment options and continue to place your order.

If paying by PayPal you enter the payment details and click 'Checkout by PayPal', which is the yellow button at the bottom of your shopping basket page.

We do not accept American Express and Cheques are no longer accepted for any online or cash and carry orders – Sorry!

Please note that we will not ship your order until we receive full payment from you.

If you wish, you can place your order online and then collect in person from our cash and carry warehouse.

Once placed, we'll contact you as soon as it's ready to be collected. If you have a collection date/time in mind, please leave us a note in the 'Order Comments' box to request this. If we're not able to prepare your order in this timeframe, we'll let you know.

Please note that this type of order must be fully paid and released online before collection. Orders must be at least £100(exVAT) to collect from our warehouse.

Sorry but at present we cannot accept telephone orders.

If you are having difficulty paying for your order, or receive an error message at checkout, please call us on 01474853999 and we will be happy to help make sure your order has gone through successfully!

Please click the following link for information about best use practices for our oil burners:

Oil Burner Information



Invoicing & Payments

Unfortunately not at the moment. Currently we are unable to offer payment terms of 30 days, and all orders must be paid for pro-forma (at the time of ordering).

Invoices are sent by email when your order is dispatched – If you do not receive one please look in your 'Junk Folder' first as sometimes they are delivered there (depending on your PC default). If after checking you still require a copy then please email customerservices@sparksgiftwholesalers.co.uk and we will email a copy to you.

When you place and pay for your order you either pay by debit/credit card or PayPal.

If paying by debit/credit card the total amount of your order is 'Allocated' by the bank/card company and is effectively put on hold. When we process the order we then ask the bank to 'Authorise' or 'collect' the final invoice amount from that. Therefore if an item is out of stock we will not charge you for it and only the goods dispatched get charged for.

If you pay via PayPal then the total order value is collected immediately. If an item is then found to be out of stock, we normally make any refund at the end of the day that the order is dispatched.


First please check your order and subsequent invoice against your bank and financial records.

You may find that your initial sales order total is different to that invoiced. This will be due to possible out of stock items. The final invoice is what you will have been charged.

Please refer to 'When will my Debit/Credit card be charged' question.

We accept all major credit and debit cards including Visa, Mastercard, Maestro and Delta as well as PayPal and via BACS. Please contact customerservices@sparksgiftwholesalers.co.uk for bank details if BACS service is required.

You can also pay by email link (where applicable).

During the checkout process you may choose any of our current payment options and continue to place your order.

If paying by PayPal you enter the payment details and click 'Checkout by PayPal', which is the yellow button at the bottom of your shopping basket page.

We do not accept American Express and Cheques are no longer accepted for any online or cash and carry orders – Sorry!

Please note that we will not ship your order until we receive full payment from you.

All UK customers will be required to pay VAT.

Unless we have a bona fide EU VAT number or you are located outside of the EU then unfortunately yes you will be required to pay VAT at the prevailing UK rate.

Yes. This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security. Please see Volusion SSL Certificate logo at bottom of page.

Stored card details are protected at this security level as part of our website's automatic protocol. Whilst the data is stored securely, it is also fully encrypted, so we never have access to your full card details, only the last 4 digits of your card number.



Pricing & Discounts

It is our commitment to provide you with the best value, at the best price, and so we guarantee that our prices will be continually reviewed to ensure that we are priced as low and competitively as possible. We value your business and strive to keep our prices low, and SAVE you money!

If you find one of our prices to be significantly higher than elsewhere, please do let us know. We may not be able to match it on this occasion, but we are always looking for feedback and will review our pricing structures as and when necessary.

We are pleased to offer bulk discounts on most of our products. The bulk discount shown is for normal multiples of that product i.e. inner quantity, and cannot be further discounted unless a considerably larger volume of that product is required. In this case please contact customerservices@sparksgiftwholesalers.co.uk with the product code and the desired quantity (full carton quantities or higher).

To obtain the advertised Bulk Price, you will need to click on the link next to the advertised price which says 'CLICK HERE TO ORDER'. This will take you to another page with the lower price and minimum quantity, at which point you may add the product to your basket at the lower price. Products ordered in bulk quantities at the single price are not picked up by our system and you will be charged the higher price automatically if the above steps are not followed.

We are pleased to offer a Loyalty Bonus scheme at Sparks Gift Wholesalers.

In effect, for every pound you spend you earn 1 loyalty point. When you have amassed over 500 points you can redeem them against an order.

Please refer to 'Loyalty Points' under Ask Us at the footer of the website homepage page.

Please note: The minimum default is 500 and redemption certificates cannot be issued for any less points. (Sorry)!

Loyalty points earned are in addition to our V.I.P. Customer discount. Please see V.I.P. Customers in FAQ's for more details.


We are pleased to reward our most loyal customers who spend over £900 per quarter (£300 per month) with a 3% discount – The spend is reviewed retrospectively at each quarter end (1st Jan, 1st April etc.), and qualifying customers will be emailed their very own 3% discount code. The discount can then can be used for all orders in the following quarter, and will be reviewed again at the next quarterly assessment date.

This is addition to our Online 'Loyalty Point' scheme – Please refer to Loyalty Points in FAQ's for more details.

If you receive or need to use a code or coupon then you will need to enter this into the coupon/code box on the basket page before checkout, and click 'Apply' to redeem.

Unfortunately coupon/promotional codes cannot be used retrospectively – i.e. after you have paid and checked out.

However, if you are having difficulties redeeming any voucher/coupon, please contact us on 01474853999 or customerservices@sparksgiftwholesalers.co.uk for assistance.



Deliveries

Mainland UK Charges:

Order over £200 (exVAT) = Free

Order over £50 (exVAT) = £6.95 (exVAT)

Order under £50 (exVAT) = £9.95 (exVAT)

We do offer a next working day service for Mainland UK orders under £200, which is available to select at a £5(exVAT) surcharge.

International delivery rates are calculated on a 'per carton' basis, and once you have submitted your order, we will notify you if your order requires more/less cartons than you have selected. Additional payments may be required, or if you have overselected, we can refund you the excess. Likewise, if the quote is not to your satisfaction, we can cancel your order and void/refund any payment made.

If you would like to obtain a shipping quote before submitting your order, please place all the items in your shopping basket. Then, email customerservices@sparksgiftwholesalers.co.uk to request a shipping quote, and we will happily provide this for you.

Please refer to our Delivery Information page for full information about delivery charges, UK postcode exclusions, surcharges and international delivery charges.

We aim to process and dispatch orders within 2-4 working days of receipt of order except in busy periods i.e. Christmas, special promotions when a little further time is required. Once dispatched, Mainland UK orders should be delivered the next working day (weekends and bank holidays excluded). We do also offer a next working day delivery service (if ordered before 1pm) for Mainland UK deliveries, at a £5(exVAT) surcharge, which is available to select at checkout. Please note that this next working day option is only available for orders under £200 (exVAT). For international or surcharge deliveries, if we are awaiting additional payment for shipping or VAT then please check your emails and respond as quickly as possible so as not to delay the dispatch of your order. After placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment and tracking confirmation email when your order has left the warehouse.

After placing your order, you may click the "My Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation email when your order has left the warehouse. Our courier should also get in touch via email and/or text to provide details of your order's delivery date and time, including your order's tracking reference number. In the event that our courier fails to contact you, you should assume (Mainland UK Customers)that your order will be delivered the next working day after you receive your 'Order has shipped' email. Once your order has left us, we are however totally at the mercy of our couriers so if they 'mess up' you may have to wait another day or so. If not received within 72 hours of invoice then please email customerservices@sparksgiftwholesalers.co.uk and we will chase this up for you.

International deliveries can and may take between 3-7 working days to be delivered from dispatch. Ireland (approx 2-3 days from dispatch). Western Europe (approx 3-4 days from dispatch). U.S. (approx 4-5 days from dispatch) etc...

If an item that you ordered has not been dispatched, it will most likely be due to the fact that it is now out of stock. Please be rest assured that we do not charge for items which are not dispatched.

Please check the papercopy delivery note that came with your parcel(s). This delivery note is a carbon-copy of your final invoice, and so if the item is not on your delivery note, then you will not have been charged it.

If you are missing an item that is on your delivery note, please contact us at cad@sparksgiftwholesalers.co.uk with full details of your order and the missing items. Please do look carefully within the carton as sometimes smaller items can get hidden by or within packaging! This is more common than you might think.

Card payments – please check your final invoice (emailed) against your bank statement. The two figures should match.

PayPal payments – for orders paid via PayPal with an out of stock product, we will have sent you a PayPal refund for the overpaid amount.

Please create an account by clicking the "Register/My Account" link at the top right hand side of our site. During registration sign up we'll ask for your shipping address details including the country. If your country is not in the drop down menu of available countries, unfortunately we cannot ship to your country at this time. For those destinations that we can ship to please refer to 'Delivery Information' in the 'Ask Us' section in the Footer section at bottom of web page and in the 'Shipping Costs' article in our Knowledge Base.'

Invoices are sent by email when your order is dispatched – If you do not receive one please look in your 'Junk Folder' first as sometimes they are delivered there (depending on your PC default).

Please note that the 'Order Confirmation' and 'Order has Shipped' emails are NOT the same as your final invoice, which is emailed separately.



Damages, Credits & Returns

Firstly, we'd like to offer our sincere apologies if you have received any faulty or damaged items. It doesn't happen often, but when it does, we know how frustrating it can be, and we'd like to help you settle your claim as soon as possible so that we can continue doing business together. We constantly monitor the damage rates coming from the various different couriers that we use, and always seek to reduce this by taking whatever action is necessary.

Please be aware that any claim submitted more than 3 days after you have taken delivery of your order cannot be considered, as stated in our terms and conditions.

For your claim to be processed, please click the link below to download and complete the necessary form.

Claims and Damages Form

For your claim to be processed quickly and efficiently, please email your completed form along with images of the damaged products.


Please note, if you are having difficulty amending the form, please type out the necessary information into the body of your email. Tip: the form is more easily accessible on a computer/laptop.


This MUST be emailed to our Claims Department directly, at the following email address:


cad@sparksgiftwholesalers.co.uk


All claims are responded to within 24-48 working hours. If you have not received a reply within this time, please contact us to verify the receipt of your claim.


Please note that, as stated in our terms and conditions, any dent/crush or imperfection to any packaging or display box will not be considered as cause for credit or reimbursement. In the event of damaged outer packaging and display boxes, a credit or refund for up to a maximum of 10% of the product value may be issued at our total discretion.


Products may only be returned to us if we have been notified of your wish to return within 3 days following the delivery of your order.

Please email customerservices@sparksgiftwholesalers.co.uk to request to return a product, at which point we will authorise your return and provide you with a returns form. Please do not return products without notifying us beforehand, as they won't be accepted.

All returns (unless specifically authourised otherwise by our Claims Department) will need to be returned safely and in resaleable condition at your own expense. Upon the product(s) safe return, they will be inspected and put back into stock, and a credit will be raised on your account for the value of the returned goods, less a 10% restocking fee.

For further and complete information on our Returns Policy, please click here.

If you have received the wrong product, please contact us via email at cad@sparksgiftwholesalers.co.uk within 72 hours of receiving your order.


Credit notes are normally processed weekly and put onto our system on Fridays afternoons. A copy of the credit note will then be emailed to you. You will need to wait until the credit has been raised on your account (Friday afternoons) before you can redeem it.

When you place an order, please write the Reference No: and amount into the 'Order Comments' box on the checkout screen. When we process your order, we will then manually deduct your credit from your order and make any necessary adjustment to your payment.



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