Frequently Asked Questions

You’re interested in one or several of our products. Naturally, you have some questions. Perhaps the answers are stated below.
If not, give us a call at +44 208 144 25 59, send us an email or start a chat.

Delivery

Unless stated differently on a product’s page, we have a delivery time of 2 to 10 business days. The average delivery time within the UK & Ireland is 3 to 4 business days.

In your account you can see the status of your order: if your order has been shipped or is still being processed.

Once your order has been shipped, you’ll receive an email notification with a tracking link.

If the order status in your account is set on ‘shipped’ but you still have not received your order, please wait a few business days. In exceptional cases, UPS, PostNL, DPD or DHL deliver an order in a couple of days instead of 3-4.

Please contact our customer service if you have not received your order within 10 business days. In order to be of service to you as quickly as possible, please include your order number in your email.

Delivery is done by PostNL, DHL, DPD or UPS.

If your order is too large for a PO box, it will be sent as a parcel. Among others, PostNL does not deliver parcels weighing more than 12 kg to a PO box. We therefore advise you to use a normal address for large orders and not a PO box address.

Orders are shipped directly from and by our suppliers. It is possible that some of the products you ordered may be shipped separately because they come from different suppliers. If you do not receive your order at once, it is probably because of this.

If you have doubts: send us an email or start a chat.

When multiple products are ordered at once, we will do our best to deliver them all at once. In that case, the delivery time of the entire order is the same as the product with the longest delivery time.

Orders are shipped directly from and by our suppliers. It is possible that some of the products you ordered may be shipped separately because they come from different suppliers. If you do not receive your order at once, it is probably because of this.

If you have doubts: send us an email or start a chat.

Warranty and replacement

On each product page it is indicated the duration of the warranty for that specific product. Under no circumstances will the warranty period be less than 1 year.

If a product breaks down, we will solve the issue as soon as possible. Depending on the product, this will be done by replacement or repair.

Repairs are done directly by the supplier. Request a repair.

If the product is defective upon delivery or simply does not satisfy, you can always return it within 14 calendar days after delivery, accompanied by the original invoice.

To return an order, go to: electricnailfiles.co.uk/returns

When you send a product for repair, you will not automatically receive a replacement. The supplier will first check if the product can be repaired.

In the event that your product cannot be repaired, we will let you know if you can expect a replacement or if the payment obligation expires and we will refund you.

Request a repair.

All repairs are carried out directly by the supplier of your product.

If the defect is not mentioned in the guarantee, such as drop damage, water damage, wire breakage, improper use or if the guarantee has expired, you will receive a quotation. Otherwise, repairs are for free.

Request a repair.

Yes, that is possible. Maintenance is carried out by the supplier. Request maintenance service here.

Order

We will walk you through the steps required to place an order.

  1. Click on ‘Add to cart’ to add the desired product to your cart.
  2. Click on ‘Go to checkout’. (If you want to continue shopping and add more products, click ‘Continue shopping’).
  3. Check the details of your order:
    • My cart: this page shows you the contents of your cart
    • Address: here you provide us with your invoice and delivery address.
    • If you want your order to be delivered to a different address, you can mention this here on your billing address.
  4. Shipping method: you can select your favourite shipping method here
  5. If all details are correct, select your payment method under ‘Payment information’.
  6. After you have selected your payment to continue with ‘Order overview’.
  7. Make your order final to read and accept our terms and conditions and click on ‘Place order’.

You do not need an account to order at Electricnailfiles.co.uk.

If you don’t want to create an account, you can place an order and continue to checkout and click on ‘checkout as a guest’. You will then be asked to fill in your name and address, telephone number, e-mail address, delivery and payment details.

For future orders it is advisable to create an account, otherwise you will have to fill in the above information each time. With an account we can also keep you informed about our latest offers, product lotteries and promotions.

To order by account you must first create an account at Electricnailfiles.co.uk.

Go to ‘Login’ icon in the upper right corner of each web page. Then click on ‘Create an account’. You will then be asked to fill in your personal details to create a customer profile.

Once you have successfully registered you can place an order with your account.

During the payment process you can enter your VAT number and company name; these will be mentioned on the invoice. If your company is located outside the Netherlands, the VAT will automatically be reverse charged (0% VAT). 

Yes, you can enter your VAT number during the payment process. Only if your company is located outside the Netherlands the VAT will automatically be reverse charged (i.e. you pay 0% VAT). 

Payment

For the acceptance of credit card payments (Visa, MasterCard, Amex) and various European national online payment methods (iDeal, Bancontact, Sofort, Sepa, Giropay and many others) we use external payment processors Klarna and Mollie

We also work with PayPal.

Yes. If you want to pay by bank transfer, you need to choose ‘Bank transfer’ during the payment process. Then complete the order and transfer the purchase amount via your own payment method (giro or internet banking) to the bank details of Mollie that you received during and after the ordering process. 

After receipt of your payment we will process your order. 

Yes. To pay after receiving your order, select ‘Pay Later – Klarna’ in the checkout process. Klarna will ask you for some details and perform a risk-analysis. If you are accepted by Klarna for Pay Later, we’ll process your order immediately. If you are declined, you’ll have to place your order via a different payment method. 

Klarna accepts Pay Later orders up to a maximum order value of £250. 

Yes. Private people – not businesses – can order and pay in instalments. 

Read more about paying in instalments here: electricnailfiles.co.uk/pay-in-instalments  

No, you cannot lease with us at the moment. We hope to be able to offer a leasing method soon. 

Privacy

When you place an order, we need your name, email address, delivery address and payment details to process your order and keep you informed of the delivery.

To make shopping at Electricnailfiles.co.uk as pleasant as possible we store your personal information and the details of your order and the use of our services, with your consent. This allows us to personalize our website for you and advise you about products.

With your permission, we use your data to inform you about the development of our website and about special offers and promotions. If you do not appreciate this, please let us know by sending us an email.

When you create an account with Electricnailfiles.co.uk we store your data on a secure server. We store your account information, such as your name and address, telephone number, email address, delivery and payment details, so you do not need to fill them in again when placing a new order.

We will collect the usage data of our visitors to develop our website. Your feedback will be used for improvements.

If you decide to write a review, you can choose to include your name or other personal information in the review. We are curious about the opinions of our visitors, but we reserve the right not to publish contributions that do not meet the conditions of the site.

If you respond to promotions or contests, we will ask you for your name, address and e-mail address. We use the information to carry out the promotion, announce the winners and measure the response to our marketing campaign.

Electricnailfiles.co.uk respects the privacy of all its visitors and ensures that the personal information provided is treated confidentially. We use your information to process your order. For the rest of the order we use your information only with your permission.

Electricnailfiles.co.uk will not sell your personal information to third parties. We will only make your personal data available to third parties involved in the processing of your order, for example the transport companies that make the deliveries for us.

No. Electricnailfiles.co.uk will not sell your personal information to third parties and will only make it available to third parties involved in processing your order; for example, delivery companies.

Our employees and third parties engaged by us are obliged to respect the confidentiality of your personal data.

We appreciate your trust in us and therefore we will treat your personal data with the utmost care. Your data will be protected and treated confidentially at all times.

Cookies are small pieces of information that are stored on your computer by your browser. Electricnailfiles.co.uk uses cookies to recognize you on your next visit. Cookies enable us to collect user information about our services and to improve and adapt them to the wishes of our visitors. Our cookies provide information relating to personal identification. You can set your browser so that you do not receive cookies when shopping at Electricnailfiles.co.uk.

If you have any questions about Electricnailfiles.co.uk’s privacy policy, you can send us an email. Our helpdesk helps you to provide the information you need about your personal data or if you want to make changes. You specifically have the right to correct your data. If a change in our privacy policy is necessary, you will find the most recent information on this page.

Your account

In the account you give us your name, address, e-mail address and payment details. Indicate immediately if you want to receive our newsletter. Access to your account is protected by a password of your choice.

Click on ‘Login’ in the upper right corner, visible from every page. On the next page, click on ‘forgot password’ and enter your email address. Within minutes you will receive an e-mail from us with a personal link. Click on the link to create a new password.

You can change your account details yourself. You can also add multiple invoices and delivery addresses. Please note that all payment reminders are sent to the last billing address used.

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