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Frequently Asked Questions

Here is a list of some of our most frequently asked questions and problems that regularly come up in the day to day running of the website and our products and/or services. Hopefully this summary should give you a better understanding of the different questions that you may have surrounding them, however you can always speak to us on Live Chat if required.

Question Index
1. How Much Will Delivery Cost? 14. Is There A Minimum Order?
2. Are You ISO Accredited? 15. Do I Pay Import Tax On International Orders?
3. How Long Will It Take To Deliver? 16. I Don't Know What I Should Be Measuring?
4. What Does An Alternative Mean? 17. Need A Product Size Not On The Website?
5. Can I Get A Free Sample? 18. Need A Solution Not Listed On The Website?
6. Can I Get Next Day Services To NI & Scotland?      19. Differences Between Silicone And EPDM?
7. Can I Collect My Order In Person? 20. What Is LDPE And What Does It Mean?
8. How Do I Redeem Coupon Codes? 21. Difference Between Polyester And Polyimide?
9. How Do I Redeem Loyalty Points? 22. What Are The Load Ratings For Your Hooks?
10. Do You Ship Outside Of The UK? 23. Do You Offer Returns On Products?
11. Do You Offer Custom Moulding Services? 24. How Do I Track My Order?
12. I'm Not Sure What Part I Need? 25. What Payment Methods Do You Accept?
13. Do I Need An Account To Order? 26. How Do I Request Data To Be Removed?

How much is delivery going to cost?
We offer a free 3-5 Day Delivery service for all orders over £20 through our website, with £2.85 2nd Class Services available for orders between £10-20 If you are looking for a faster service we also offer tracked services including Next Day Delivery (£12.50) & Guaranteed AM Delivery (£19.90) at competitive rates, along with Saturday Delivery which can be purchased at checkout. 

My company requires ISO9001 accreditation for all suppliers?
We hold an ISO9001:2015 accreditation which ensures a level of quality across our internal and external processes, through a purpose built Quality Management System. We have a copy of our certificate available on our website, for supplier and customer reference. If you would like to view our ISO9001 certificate please click here.

How long will it be before I get my items?
We keep a huge level of stock and aim to get every order out on the same day, however we are currently running a 1-2 day handling time due to the volume of smaller orders we are receiving. In most cases you  can expect delivery any time from 1-3 days (depending on delivery choice). However, there may be rare occurrences of post delays, although this is something we endeavour to keep you updated on. Next day services are on a working day basis, and have a cut off time of 4pm.

How does it work if I accept/decline an alternative?
At the checkout page we may ask you if you are happy to accept a close alternative of the ordered product, if you accepted this then we will upgrade your delivery free of charge (to the service above the one ordered). Alongside this, any returns/exchanges will be expedited if we've sent you an alternative that wasn't suitable. If you declined to accept an alternative then your order is still placed and confirmed, but someone may be in touch to discuss lead time/close sizes to prevent a delay to your order.

Can I get a free sample?
We offer free samples across the majority of our product ranges, however due to the nature of these requests each one is authenticated by a member of our sales team. We recommend to double check contact details to ensure that contact can be made, otherwise we will be unable to send your sample.

Why can I not see Next Day Services for Northern Ireland & Scotland?
Unfortunately due to courier restrictions in these area's we have restricted next day services to these locations, postcodes effected include (but are not limited to) AB, DD, DG, EH, FK, G, HS, IV, KA, KW, KY, PA, PH, ML, TD, ZE, BT, if you have any questions feel free to give us a call, or use our contact us page.

Can I come and collect my order in person?
We love to speak and engage with our customers; however, as the warehouse staff are usually busy, we appreciate a call beforehand to avoid disappointment. This also allows us to get your order ready for pick up as soon as possible. To arrange a collection, please contact a member of staff via phone or online. 

How can I redeem a coupon code?
Coupon codes are redeemable at the cart page, before you click the button to 'checkout securely' (or the PayPal button). A click able link detailed 'I have a gift or voucher code'  can be seen, which should be clicked so that your coupon can be entered. Please note this is displayed in quite small text, click for visual guide.

How can I redeem my Loyalty Points?
Loyalty Points can be redeemed at checkout, at the 'order summary' section just before you choose payment method. Please note that you must be logged in beforehand (holding a genuine account) for the system to register your points, this also applies if you're placing your first order, to make sure the system registers the points to your account. Click for visual guide.

Do you ship outside of the UK?
We are proud to offer global shipping to reach our international customers, although the price of delivery may vary depending on the location and order size. If you require a special form of delivery or fulfilment then it can be arranged, but it is always best to contact us beforehand to confirm. 

Do you offer Custom Moulding services?
Yes we do, we offer a wide range of Custom Moulding services and have years of manufacturing experience to help get your project off the ground. Examples of services offered include Dip & Injection Moulding. You can find an overview of our custom moulding services here.

I'm not sure what part I need
We're always here to help, so if you're unsure of what part you need for a specific application then please do not hesitate to give one of our friendly, expert Sales Team a call and they can assist you. Alternatively, we're regularly active on the Live Chat and are always open for questions. 

Live Chat can be found on the bottom right of the page when viewed on a desktop.
To speak with our Sales Team, please call on 01233 713 581.

Do I need to open an account to place an order?
No. All we need from you when placing an order are your basic contact details and delivery address. You can, of course, choose to create an account if you like and this can provide benefits such as reward points, customer area and a faster checkout for future purchases. Learn more about rewards here.

Is there a minimum order value?
There is a minimum order value of £10 (inclusive of VAT) for orders placed through our website. If you are struggling to meet the minimum order value then please get in touch with a member of staff who may be able to assist you. 

Am I liable for import tax on International Shipments?
Shipments made internationally (outside of the EU) may be liable for customs tax or import taxes when reaching the destination country. It is worth noting that we (Vital Parts Ltd) are not liable for these charges, taking steps beforehand to ensure the correct taxes and declarations are made when the item(s) leave our warehouse. Considerations should be made before your purchase, and should be checked if there are any concerns. 

I don't know what I should be measuring
We understand that finding out the correct measurements isn't always as simple as it seems. We have provided diagrams and drawings on most products, where possible, to ensure our customers have a good understanding of what measurement is needed for a good fit.

To help aid our customers, we also have a number of guides available including:
Tube Inserts Measurement Guide.- Adjustable Feet Measurement Guide - Chair Feet Measurement Guide
End Caps Measurement Guide - Plugs & Stoppers Measurement Guide - High Temp Masking Guide
Guides can also be found under their relevant categories.

You don't have the size of product that I need - can you get it for me?
Yes, we are always able to assist in finding the right size for you and your application, although the lead time may be a little longer than it would normally. Feel free to get in touch if you would like us to source or produce a particular size of product. 

You don't have the product variant I require - are you able to produce it for me?
In most cases we are more than happy to create a specific product variant for you, especially one that is based around a current product that we offer. For these types of enquiries please give us a call on 01233 713581 or contact us using our Contact Us page.

What are the differences between silicone & EPDM caps / plugs?
The differences between the two come down to their resistive properties with silicone being better at resisting high temperatures and EPDM being better for resisting acids and alkalis. Therefore, for basic masking uses within industries such as powder coating, silicone would be recommended over EPDM.

What is LDPE and what does it mean?
LDPE stands for Low Density Polyethylene and is a thermoplastic which is widely used for a huge range of different applications. We use LDPE plastics for products such as our Tube Inserts, Chair Feet and Cap related products, thanks to its lightweight but durable properties.

For more information please see our Plastic Abbreviations Guide for all abbreviations used on site.

What's the difference between the Polyester and the Polyimide Tape?
Polyester Tape is one of our best selling forms of high temperature tape, coming with a range of good properties which make it an ideal masking solution within automotive and 3D printing industries. Polyimide Tape, on the other hand, is built for extremely high temperatures, with heat resistance going up to 260c. 

What are the load ratings on your Masking Hooks?
The load ratings of each hook differs depending on the style, width and length chosen. For a full overview of their load capacities including a table to reference, please see our Hooks Load Rating page.

Do you offer returns on your products?
We are always happy to offer returns on products if they aren't the right size, variation etc. We can either offer you a full refund or you are able to swap for a preferred product up to the original order value, if required.

All items wanting to be returned must be sent back to our main office after being accepted for return following completion of this returns form, referring to our returns policy, where necessary. 

Can I track the whereabouts of my order?
We offer tracking for all tracked delivery services such as our next day and special delivery options. A tracking link should be sent through to your email along with the order confirmation. As standard we offer free 3-5 day shipping on all orders, although a lot of customers find products arriving in 2-3 working days.

What payment methods do you accept?
Mastercard Card LogoMaestro Card LogoDirect Debit Card LogoPayPal Card LogoVisa Card LogoVisa Electron Card Logo
Please note that Sage Pay or Stripe can now be used for Debit & Credit Card Payments.

To process an order from outside of the UK through our website, please use PayPal as currently SagePay does not support international payments on our account. Alternatively, a pro-forma can be sent for a bank transfer.

How do I request my data to be removed from your records?
You can request your data to be deleted by using our contact us form, or by getting in touch with us on 01233 713 581. We will then look to remove your data in accordance with our Privacy Policy & Terms which can be found in the footer area below. Please note that if you are looking to stop receiving emails from us, then an 'unsubscribe' link is placed at the bottom of each email. 

Can't find your question here?
If you cannot find the answer you desire here, then please contact us by filling out our contact form. Alternatively you can give us a call and we'd be happy to answer your queries.