Help & FAQs
We aim to provide a quick and efficient service to all of our valued customers. Whether you’re looking for a small set of knives for your kitchen at home, or you’re a business customer purchasing for your commercial kitchen or restaurant, we are here to help with a fantastic choice of quality products, delivered to your home or business.
If you experience any problems with your order or would like any help or advice, please contact our friendly customer services helpline on 0844 873 0731 or e-mail sales@global-fse.co.uk.
You may find the quickest solution to your query or problem by checking our list of frequently asked questions:
Frequently Asked Questions
Trade Customers
Top
Q1 I’m a non-trade customer, can I order from this site?
A. Yes, we cater to all requirements, whether you’re looking for a new set of knives or the latest blender – we have a wide selection of kitchen and catering equipment.
Top Q2 What are your office opening hours?
A. Office hours are 9.00am to 5pm, Monday to Friday.
Top Q3 Is it safe to enter my credit card details?
A. Yes, our secure checkout is encrypted (using industry standard SSL technology), which is the process of converting data into "unreadable code". This means that other users cannot look at your credit card and personal details whilst you are on our secure checkout. You will know when a page is encrypted because a little padlock will be shown at the bottom of the web page.
Top Q4 Are your prices competitive?
A. We always endeavour to offer our products at competitive prices. Please contact our Sales Office who will be pleased to discuss your requirements and offer you alternative products which could offer you a cost saving in use.
Top Q5 Is the product in stock?
A. 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.
Top Q6 Can I buy items individually or do they only come in sets?
A. Many products are sold individually; however, certain items are sold in box quantities. These items are clearly marked and cannot be split.
Top Q7 Can I amend or cancel an order?
A. Yes, provided the goods have not been dispatched from our warehouse, your order can be amended or cancelled. Please contact our Sales Office to amend your order.
Top Q8 Do you deliver outside the UK?
A. We deliver to the UK only.
Top Q9 How long will my order take to arrive?
A. Following receipt of your order, confirmation of delivery will be forwarded to you. All items available from stock will be dispatched within 48 hours. Items that are not available for immediate dispatch are normally delivered within 3-5 days and are clearly marked on the website. Should you require any item on or by a particular date please contact our Sales Office.
Top Q10 Can I specify a day for delivery?
A. Yes, please contact our Sales Office.
Top Q11 Can I get Next Day Delivery?
A. Yes. Please contact our Sales Office who will be pleased to make arrangements.
Top Q12 What happens if I am not in when you try to deliver?
A. Our standard times of delivery are 8.00am to 6.00pm, Monday to Friday. Please advise us of any special requirements for delivery when placing your order. Should you not be available when the carriers attempt to deliver, they will leave a card and you will be required to contact them to re-arrange a suitable date.
Top Q13 Who delivers my order?
A. Orders are delivered by UK Mail, which is a first-class parcel delivery company.
Top Q14 I've had the wrong goods delivered, what should I do?
A. Please contact our Sales Office who will be pleased to make arrangements to exchange them.
Top Q15 What if I’m unhappy with the goods you have sent me?
A. Please contact our Sales Office who will be pleased to make arrangements to exchange them.
Top Q16 The goods you have sent me are damaged/faulty?
A. Please contact our Sales Office within 24 hrs, Notification outside this timescale cannot be credited.
Top Q17 The goods do not seem to be the same as the last time I ordered them?
A. Please contact our Sales Office who will be pleased to discuss your order.
Top Q18 What is your returns policy?
A. If you are not satisfied with your purchase, you may return it for a refund within 14 days of receipt. The item must be returned in its original condition and with all original packaging. Please contact our Sales Office to obtain a return authorisation number and the correct return warehouse address. Please note that any items returned to our sales office, or without an authorisation number, may be refused and/or ineligible for credit. Our restocking charge is £20.00 or 20% of the value of the returned items (whichever is greater).
Top Q19 How do I return an item?
A. Please contact our Sales Office who will be pleased to make arrangements to collect them for you.
Top Q20 Can I purchase gift vouchers?
A. Put answer here.
Trade Customers
Top Q21 Can I see a Representative?
A. Yes. Please contact our Sales Office where someone will be more than happy to discuss arrangements.
Top Q22 Can I have a sample?
A. Samples are available for certain items. Please contact our sales office who will be happy to arrange a sample order for you. Chargeable samples must be returned with 20 working days to receive a credit.
Top Q23 How do I open a Credit Account or Premier Account Facility?
A. Please download a Credit Application form from our Website. Your account will normally be opened in 24 hours, “subject to status”. Should you require goods urgently, please contact our Sales Office. Please note that for Sole Traders and Limited Companies which have traded for less than six months, we will not be able to offer a Credit Account Facility; we shall, however, be pleased to trade initially on a payment with order or credit/debit card basis.
Top Q24 If I order more cases, do I get a better price?
A. Yes, Please contact our Sales Office and we will be happy to discuss discounts for bulk ordering. If you spend £30 or over, delivery is free.
Top Q25 Do you lease catering equipment?
A. Yes, and it’s a great way of spreading out the cost of your purchase. Please call 0844 873 0731 to discuss.
Top Q26 Do you design and install kitchens?
A. We work in partnership with a number of preferred Design companies who offer expert kitchen design and installation packages. Please call 0844 873 0731 for further details.
Top Q27 How can I order heavy equipment?
A. Heavy Equipment can be ordered on our website. If you require further technical specification or advice then please contact our Sales Office.
Top Q28 What are your Carriage Terms?
A. All online orders under £50.00 exc. VAT are subject to a carriage and packing charge of £5.95 exc. VAT
Online orders over £50.00 will be delivered free of delivery charge to Zone A & B.
Zones C & D will incur carriage charges as below.
Zone E - no delivery available.