Frequently Asked Questions

We have listed here the questions that we get asked most frequently. Click on the relevant question to see the answer. If your question is not answered here, please email the Customer Service Team at


Has my order gone through?

If you have placed your order online or by telephone to our Orderline and have a valid email address on your account, you will receive an ‘order confirmation' email.

The email will detail the items you have ordered and provides a unique order number.

If you have not received this email you may want to check that it is not in your spam/junk folder.

You can also see your orders by signing in your account. Here, you can also check that the email you have registered is your current one.

If you have not received an email and your order is not available to view in the ‘My Orders’ section then it is likely that your order has not been successful. In this case, we would suggest that you attempt to place your order again or contact Customer Services at which is open Mon-Fri 9am to 5pm.

How do I amend my order?

If you wish to amend your order, please contact Customer Services Department by email: as soon as possible. If your order has not already been processed, we will of course be happy to action your request.

How do I cancel my order?

In the unlikely event that you should wish to cancel your order, please contact Customer Services Department either by email: as soon as possible. If your order is not already passed the stage where it can be cancelled, we will action your request as soon as possible. If it’s too late for your order to be cancelled, we will be happy to receive your return in accordance with our No Quibble Guarantee

What if an item is damaged, faulty or missing?

Claims for damaged, faulty or shortages must be made within 7 days of delivery. Please contact Customer Services.

My order was over £750, why is it being held?

Orders over £750 in value will be held for further credit checks.

Do you accept Purchase Orders?

Yes we do accept Purchase Orders and Order Requisitions if you are an Account customer where we have agreed credit facilities with you. For details of our credit accounts and to find out whether you qualify to apply for credit facilities, please click here.

Why has my order been cancelled/refunded?

Item(s) you have ordered are no longer available or in exceptional circumstances your order criteria has not met our Terms and Condition of Trade.

Can I place an order on the website if I'm a credit account customer?

Yes! If you already have a credit account with Baker Ross you can use your credit facilities to order from our web site. You will need to register online. Please ensure that the Contact Details, Customer Reference Number and Postcode or E-mail address you use match the details included in the Account Acceptance letter we sent you when your application was approved. If you register successfully your online account will be allocated the same Customer Reference Number as the account with credit facilities. At checkout you will see a new 'Pay by account' payment option. An official purchase order number can be entered for your reference in the "Purchase Order Number" field. Please remember though to keep within your available credit as orders will not be dispatched if your credit limit is exceeded.


When will my order arrive?

For Mainland UK deliveries the amount of time your order will take to arrive depends on the speed of service you selected when placing your order. Standard or Express delivery.

For Non-UK Mainland and Channel Isles, delivery takes 4-6 Working Days. Delivery to BFPO addresses takes 7-10 working days.

International delivery times can be found here:

How do I track my Order?

If you have a valid email address on your account, you will receive a ‘ Your Order has been Despatched email’ once your order has been despatched from our Warehouse.

If you have not received this email you may want to check that it is not in your spam/junk folder.

If your order has been sent on a trackable service, the email will have a clickable link which will take you directly to the carrier’s website to track your parcels journey. The email will also contain your unique consignment/parcel number.

What are your delivery charges?

For full details of our delivery charges, please click here:

How much delivery charge do I pay if I live overseas?

The delivery charge for orders going outside the United Kingdom depends on the weight of your order. This will be calculated automatically once you have completed your basket for those countries in the EU listed in the Zones shown under Delivery – International. Please note we DO NOT deliver to Canada, Australia or Switzerland and we are unable to deliver to PO Boxes.
Although we can deliver to most other destinations, we do not have a standard set of delivery charges as these can vary. Please refer to the Other International Destinations procedures shown under Delivery – International.

My country is not on the delivery list?

We deliver to most countries with the exception of Canada, Australia and Switzerland. If your country does not appear on the list, please click on the link below and follow the instructions

What happens if I am not in when your carrier arrives?

Our carrier will leave a card indicating the day and time they attempted delivery. The card will give contact details, along with a reference number, so that you may make alternative delivery arrangements.

Where is my order?

Whilst we aim to deliver your order on time, occasionally delays might occur that are beyond our control.

Before contacting us, please double-check the delivery date on your despatch email, and if your order has been despatched on a trackable service, please click on the carrier link on your email to check on your parcels journey. You may even want to contact the carrier yourself using the tracking number shown on your despatch confirmation email.

If your delivery is late and we haven't been in touch, please speak to our Customer Services team using the relevant number or email on the Contact Us page.


What if an item is damaged, faulty or missing?

Claims for damaged, faulty or shortages must be made within 7 days of delivery. Please contact Customer Services.

What do I do if an item I order is not suitable or not what I expected?

Simply return the item to us within 28 days and we will give you a refund of the goods value or exchange it. Items should be in their original packaging and in resalable condition. Please include the Returns Form sent with your order and state why you are returning the item and whether you would like a refund or an exchange. If you are requesting an exchange, state the product code of the item you wish to receive. We recommend that you obtain proof of dispatch when returning items in case they get lost.
If you cannot find your Returns Form then please enclose a letter quoting your Customer Reference Number to ensure that we are able to carry out your instructions or contact you in the event of any query.


How can I pay for my order?

Please click on the link for ways to pay

Do your prices include VAT and what is your procedure for organisations that are exempt from paying VAT?

Yes, all our prices include VAT where applicable. Organisations exempted from paying VAT are advised to order their goods and pay the VAT and then should make their own arrangements to claim it back. We are unable to deduct it for you. Channel Islands pay no VAT.

My order was over £750, why is it being held?

Orders over £750 in value will be held for further credit checks.

Where do I enter my promotional code?

Please add your promotional code on the Shopping Basket or Checkout pages. Type in your code and click Apply.

If the code is valid, the discount or offer will be applied to your order.

If you are having problems redeeming your code, you may find the reason why here:

How do I ensure that I get promotional codes?

We regularly email some fantastic promotional codes to our customers who sign up to receive our newsletter.

You can join us by entering your email address in the ‘Sign Up and Save’ box which can be located on most pages on our website.

Are the 'special offers' listed on the website only available to purchase online?

Yes. A product that appears in the 'special offers' section is only available at the displayed price when purchased online. From time to time we also offer additional discounts for purchases online.

How do I get an invoice?

Invoices are either attached to your despatch confirmation email or enclosed with your order. Please check your despatch confirmation email to see if there is an invoice attachment. If there is no attachment and no invoice was enclosed with your order then please contact our accounts department by email to

How do I price match?

For details on how you can take advantage of our Price Match Promise, please click here:


How do I leave a review of my shopping experience?

We would love to know what you think about our products and our service.

If you have purchased online you will receive an email invitation from Trustpilot. This email will give you the opportunity to rate and review the product(s) and service we provided.

Do you have a shop?

We do not have a shop at our premises or facilities for personal callers. Orders can be placed online, by email/fax/post or by phone.

How do I opt-out of your catalogue mailing list?

If you would like to be removed from our catalogue mailing list, please email our Customer Service Team at Mon-Fri 8.30am – 4:30pm. Please note that although we will remove you from the catalogue mailing list as soon as you ask, our catalogues are printed in advance so it can take up to eight weeks for the process to be complete, therefore you may receive one further catalogue.