This is where most general questions that you may
have will be answered. Have a good look through the answers and if you
still cannot find the answer to your question, you can either call us on
+44 (0)1273 257 288 or contact us
with your query and we will be more than happy to help.
How long until I receive my order?
Once we receive the order we will process ready for dispatch within 24 hours
(apart from weekends). We will then send the items (depending on their size) either by Royal Mail or courier. Royal Mail items are delivered
either 1st or 2nd class (depending on their weight) and take between
2-4 days. Couriered items will be delivered on our next day
service (unless you have requested a specific date for delivery) via
What do I do if I have received damaged/faulty goods?
If you have received an item that is damaged or faulty, if it contains a small paper slip inside the product packaging (only John Crane products will have this) it will detail how to contact John Crane direct and get a replacement. In any other case, you will need to contact us within 30 days of receiving the item
and we will try to arrange a replacement part for you. If you
would like a refund we will supply you with a Product Return Code (PRC). Items returned to us without a PRC cannot be accepted. Once a PRC is obtained you will need to return the product to us direct, where we will either issue a replacement or give you a full refund (minus postage costs).
I have not received my order, what do I do?
When each item in your order has been dispatched we will send you an email. Please allow 2-5 days for the order to reach you. If your order has not arrived we’ll chase it up for you, but before contacting us regarding any item not received you should allow a minimum 10 working days from dispatch. If you wish us to investigate a late delivery please forward the dispatch confirmation to us at firstname.lastname@example.org with an explanatory note. We regret that we cannot investigate any late delivery until the timeframes referred to above have elapsed.
Before sending anything to us please check that the delivery address is accurate as we cannot be liable for any non-delivery where address details are incorrect.
Do you ship Internationally?
Currently we only ship to mainland UK, but we may look into
delivering elsewhere in the future.
Ordering Items with different availability?
If you order ‘in stock’ items as well as ‘out of stock’ items, we
will assume that you do not mind waiting for the out of stock item
to arrive from our supplier, and then for us to send out the whole
Ordering multiples of the same product?
If you order multiples of the same product, and we do not have
enough in stock to fulfil your order we will contact you and ask whether you wish to wait for all of the items to be sent together once we have received the items from our supplier, or if you would like us to send out the items that we have in stock, and then send out the items that we are waiting for separately.
Can I leave feedback on any products that I have purchased?
We are currently working on a way that customers can add comments/feedback on each individual product that they have purchased, but that functionality won’t be implemented for a while yet. Although, we would love to hear what you think about our products/service if you wish to email us.
I have signed up to receive your eNewsletter, but I no longer wish to receive it. How do I opt out?
If you no longer wish to receive email updates from us, you need to click on the ‘opt out of this email’ link at the bottom of one of the eNewsletters that we have sent you. Your email address will then be removed from our database.