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Frequently Asked Questions


At Blackburn Distributions we specialise in the sourcing of sports supplements, nutritional products, pharmaceutical excipients and laboratory items. Through our amount of time in the business we have compiled a wealth of valuable connections, which means we provide the highest quality products at the most competitive marketplace prices.We originally started trading bulk sweeteners in 2004 and over this time our product range developed to meet with our customers' requirements.


Blackburn Distributions offers expert advice from our experienced customer service team so please feel free to contact us with any questions you may have.


We pride our-self on superior customer service and know you want your product as soon as possible. To exceed your expectations we aim to dispatch goods within one day of placing your order (if the goods are in stock). If you have more urgent requirements you can call our team or use our live chat to discuss your requirements. Orders that are placed before 11.00am and booked on express delivery will be dispatched the same working day. Please contact us to check stock availability if your order is urgent. If we have run out of stock of a particular product on your order then we will inform you and provide an estimated day of new stock returning and an updated delivery date.


All of our products are fully certified and have the best quality guidelines supported by separate accreditation like ISO9001. As our products are sold separately you only pay for what you want meaning you can make products specific to you or your clients needs.


Contact Us

Can I contact you via telephone?

Yes, please contact us on +44 (0)1282 613364, Monday – Thursday 9am-5pm, Friday 9am-4pm. If you call out of ours, please feel free to leave a message and a member of the customer service team will respond to you the next working day. We do sometimes experience a high volume of calls so please be patient if you cannot get through straight away.

Do you have a catalogue?

Yes, for all sales enquiries please email sales@blackburndistributions.com. For any other enquiries please email contactus@blackburndistributions.com We aim to answer all emails within an hour during opening hours and 24 hours outside opening hours.

Can I contact you via a live chat facility?

Yes, we offer a live chat service available on our website which is available during working hours. You can also leave messages for the customer service team out of working hours.

About Us

Where is your company based?

We are located in the North West of England, based in Lancashire. Our postal address is Blackburn Distributions, Unit 4B Pendle Industrial Estate, Wenning Street, off Southfield Street, Nelson, Lancashire, BB9 0LE.

Do you have a catalogue?

We don’t currently produce a catalogue, as both our products and stock levels change daily.

Do we sell wholesale and to the public?

Yes, we wholesale goods to trade customers and sell goods to the public.

Do we offer a price match or price beating service?

Blackburn Distributions don’t currently offer a price match or price beating service. However, our prices are competitive and constantly reviewed against our competitors.

Delivery

How are goods dispatched?

UK
  • Items weighing below 1kg will be sent via a Royal Mail Signed For service.
  • Items weighing 1kg – 250kg will be sent via courier - DPD.
  • Items weighing over 250kg will be sent via road haulage - Fagan & Whalley.
International
  • Items weighing 2kg and under will be sent via a Royal Mail Standard Airmail Service.
  • Items weighing over 2kg up to 250kg will be sent via courier - DHL, DPD (Europe only), UPS.
  • Items weighing over 250kg will be sent via freight.
How long does delivery take?

UK
  • Royal Mail Signed For Service – 1/2 working days.
  • DPD – 1 working day (next working day is available for orders placed before 11am).
  • Fagan and Whalley – 1/3 working days.
International
  • Royal Mail Standard Airmail 5-14 working days depending on location.
  • Courier 2-8 working days depending on location.
  • Freight 5-14 working days depending on location.
For more exact information on delivery times for different locations please contact the customer services team.

How much is delivery?

Delivery costs are dependent upon the weight of your order and where goods are shipped. We do offer a free UK standard delivery service. To find more information on this please visit the delivery page.

How do I know if my item has been dispatched?

All orders placed before 11am (GMT) will be shipped that day, dependent on payment and stock availability. You will receive a dispatch confirmation via email, sent to the email address on your online account.

Can I collect my item from your facility?

Yes, please contact us via telephone or email to arrange a store collection. If you have already placed the order online please print off and bring along your order confirmation as we will require this as proof of purchase and identity. Your postage will be refunded upon collection. Due to insurance purposes, we have a policy of a minimum spend of £50 to qualify for pickups from our facility, and photo identification must be provided for first time customers. Please note, customers who fail to provide photo identification will not be able to collect goods.

Do you deliver to BFPO addresses?

We can deliver to BFPO addresses, please ensure you complete the billing address field as appropriate and the BFPO address as the delivery address.

Do you deliver to my country?

We deliver to most countries worldwide. However, with some countries only a courier service will be available. If you can’t select your country as a shipping destination please contact us.

What if I miss the delivery?

Royal Mail

If Royal Mail is unable to deliver your item, they will leave a card which will have instructions of re-delivery or collection. Please note, we will not be able to contact Royal Mail on your behalf as it is their policy that only the recipient can contact them.

Courier

If a courier is unable to deliver your item, a card will be left and the courier will attempt to re-deliver on the following working day. Following this, if delivery is still unsuccessful, a card will be left and the goods returned to the depot where you can either collect the item or arrange a re-delivery. Please note, although we recommend for the customer to contact the courier directly, if necessary, we can contact them on your behalf.

Do you deliver on Saturdays?

We don’t offer a delivery service on a Saturday as part of our standard service. It is possible to arrange for a Saturday delivery, but this will incur extra charges. If you require a Saturday delivery please contact us to discuss the options available.

Can I select different billing and delivery addresses?

Yes, you can select an address for the billing information and a different address for the delivery information – such as a workplace. Please ensure that both addresses are entered correctly on the website.

Payments

What payment methods do you accept?

For online orders we accept payment via credit/debit card and PayPal. We currently accept Delta, Maestro, MasterCard, Solo, Switch, Visa, and Visa Electron.

We can also process orders via email. We accept payments via bank transfer and Western Union, for both national and international orders, but due diligence procedures will have to be followed. For more information please contact customer services.

Cash payments can be made for collections from our facility.

We don’t accept cheques or store cards.

Is it safe to order online?

Yes, we use industry standard 128-bit SSL encryption to protect your details. Sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during the transfer. Security checks are also made on all payments to ensure the authenticity of each card payment. Blackburn Distributions do not store any card details. All card details are securely handled and stored by Sage Pay which is a government accredited and industry recognised company.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed. If an item is out of stock, we will contact you to inform you of the expected delivery date of out of stock items and offer you the option of a full refund or to wait for the goods to arrive in stock as your card will have already been charged.

What is PayPal?

PayPal is the most preferred way to pay online in the UK because it's safer and faster. PayPal stores and safeguards your card and bank details, enabling you to pay online without entering your sensitive financial information every time you shop. You speed through checkout in just a few clicks, PayPal takes the payment from your card or bank directly, and your payment details are never shared on the internet. For more details on PayPal please follow this link https://www.paypal.com/uk/webapps/mpp/home

What is 3D Secure?

The 3-D Secure protocol was developed by Visa to improve the security of Internet payments. The protocol is offered with the service name Verified by Visa. MasterCard has also adapted a similar protocol called MasterCard SecureCode. Both are designed to allow authentication of cardholders by their Issuers at participating merchants. The objective is to benefit all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, reducing the likelihood of fraudulent usage of Visa and MasterCard credit cards and improving overall transaction performance.

Placing Orders

I’m new, how do I order?

At Blackburn Distributions we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us. This is a very simple process and will ensure you can quickly and safely place orders. Once you have created your account, browse the site; either using the categories listed down the side, our search function, or by looking at our most recently added products. Select your items and quantities and then add the items to your cart. Once you have finished shopping simply go to the checkout and choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the items will be dispatched to you.

How do I check if an item is in stock?

Due to the nature of our business we do not have live stock figures displayed on the website. This is due to random large orders placed over the phone for collection. We will inform you as soon as possible via email if a product is out of stock after you have placed your order. However if you do wish to know in advance if a product is in stock, please do not hesitate to contact us via email or by phone on +44 (0)1282 613364.

How do I know if my order was successful?

If your order is successful you will receive an automated email to confirm your order has been received and is being processed. This means the payment was successful, however if an item is not in stock or we see there may be a security issue with the payment, we will contact you as soon as possible to resolve the situation. If the product is in stock and there are no other problems, you will receive an email confirming your items have been dispatched.

Can I change/cancel my order?

We are happy to change or cancel orders in accordance with the Distance Selling regulations. If your order has been placed, but not dispatched, we will make the change or cancellation straight away if possible. If you have received your goods then we are happy to cancel or make changes in accordance with the UK Distance Selling Regulations and our Returns Policy. More information on making a return can be found in the Customer Service Section, or in our dedicated Returns Section.

Where is my order?

If an order has not arrived when you were expecting it, we recommend first checking the email account your Blackburn Distributions account is registered with. Any updates in status will be passed on via email as it is our primary method of contact. If you have not received any email updates, contact us on +44 (0)1282 613364 and we will follow up the progress of your delivery. This can take up to 24 hours but we will always be able to help. All of our shipments are insured to the necessary value.

My order contains a faulty item

If for some reason your order contains a faulty item please contact the sales team immediately on +44 (0)1282 613364 and they will assist you in returning the item. When we receive the item back we will replace the item, offer an alternative, offer a refund or in some cases send the item back to the manufacturer for repair. This however is not valid if the item has been opened. Please check our Returns Policy for more information relating to this.

You have sent me the wrong item

If you have been sent the wrong item please follow the Returns Procedure and return it to us. We will send the correct item back out to you and reimburse any costs you may have incurred in sending the incorrect item back to us. If the item is out of stock, we will contact you to arrange an alternative option.

Part of my order is missing

An item could be missing from your order for several reasons, more often than not because a particular item was out of stock. In this case you will have received and an email stating this and/or your invoice will be marked as being part complete. The email will offer the option to have the item that was not in stock refunded or sent out at a later date when new stock arrives. If this is not the case, please give us a call and we will resolve the situation.

Products

Can I get more information on a particular product, such as country of origin?

If you require any additional information on any of the products on our website please contact us.

Do you have different quantities available other than shown on your website?

Yes, we can provide a bespoke service that is suitable for most customers. Please contact us to discuss how we can help with this service.

What is the lead time on your products if you are out of stock?

The majority of our products are sourced from UK suppliers so the lead time is generally 2-3 working days. For products that are sourced outside of the UK, the lead time can range from 5-10 working days. For more specific information please don’t hesitate to contact us.

Can you source products that are not listed on the website?

Yes we can, but this will depend on various elements such as minimum order quantities. We are bound by UK and EU regulations and therefore certain products cannot be suplied due to them being banned substances. Please contact us to discuss this further.

Are your products fully certified?

All of our products come with a certificate of analysis detailing the product’s composition and other quality characteristics. The certificates of analysis can be viewed on the individual product pages. We have evolved close ties with our suppliers that have the best quality guidelines supported by separate accreditation like ISO9001.

Returns

How do I return an item?

Please see the Blackburn Distributions Returns Policy for details on how to return your item(s).

What is your returns policy?

In accordance with the Consumer Protection (Distance Selling) Regulations 2000, we provide clear information including details of the goods or services offered, delivery arrangements and payment and the supplier's details. This can be taken as the provision of this information in writing. You have the right to cancel the goods within 14 working days, known as the “cooling off” period which should be notified in writing. Should the buyer decide to cancel their order after the goods have been dispatched they are liable for the cost of the postage as paid at the time of purchase. This is to prevent any issues with trust between ourselves and customers- so far we have never had to refer to the above legislation and long may this continue!



Return of defective or missing products should be notified immediately. Goods will be replaced/ refunded as appropriate. Damage in transit should be brought to the courier’s attention at time of delivery. Returns will only be accepted if goods are un-opened due to the nature of the goods. If the seal on this product has been broken, it will not be possible to return the item because of the risk of contamination. Administration fees are applicable and postage costs are to be paid for by buyer.

Please note : Blackburn Distributions Ltd prides itself on our customer satisfaction, no customers = no business! Should any issues arise we ensure the problem will be resolved. If you require further information about the product in question before you wish to buy, please contact us and we will be sure to answer any questions you may have. Thank you for understanding.



How long does it take to process returns?

We aim to process any returns within 2 working days of receiving them.

How long will it be before I get an exchange?

After your return has been processed, as long as we have the exchange items in stock, you should receive them within 3 working days for UK orders and 14 days for international orders. The overall expected time for an exchange can be up to 7 working days from us receiving the item.

Who pays for return postage?

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you the full amount MINUS the original delivery cost and will not reimburse the cost of you returning the item to us. If you are returning an item because it is faulty or incorrect we will cover costs for sending the replacement item to you and refund you for the postage you paid to return the item to us. Proof of postage is necessary to claim the cost of shipping back from us.

Special Offers & Discounts

Do you have any special offers?

Yes, Blackburn Distributions regularly provides our customers with various special offers. Please view the special offers page on the website.

Do you offer customer discount?

Yes, we do offer customer discounts but they are calculated on a customer’s net spend per month and this will have to meet our set requirements before any discount can be applied to your account. For further information please contact the sales team.

How do I use my discount code?

Your discount code can be entered by selecting ‘my cart’ on the website and entering the code where prompted.

What if I lose my discount code?

Please contact us and we will be able to remind you of the discount code.

Can I use my discount code more than once?

This depends on the type of code you have received; you will be made aware of this upon receipt of your code.

Your Account

How can I change my personal details?

Should you need to update your details, you can do so by logging in to your account. Upon logging in you will be directed to your account homepage where you can click on the "change details" link to open your personal details. Here you will be able to amend any of your details we have stored. Don't forget to save your details by clicking the save button at the bottom of the page.

How do I view my previous orders?

If you would like to view your order history, log into your account and on your account homepage you can follow the link to your order history.

How can I close my account?

If you would like to close your account then please contact us at contactus@blackburndistributions.com or phone us on +44 (0)1282 613364. We manually do this task to ensure that your account is fully closed and there are no impending orders or outstanding payments to be fulfilled.

I am having problems accessing my account?

If you are having difficulty logging in to your account, first check the details you are entering are correct. If the details are correct try restarting your browser. If that fails please do not hesitate to contact us via email at contactus@blackburndistributions.com or phone us on +44 (0)1282 613364.

I have lost my password?

No problem, just click on "your account" at the top of the website and enter your email address in the forgotten password section. Click on the "remind me" button and you will receive your password in the email account you used to set up your account.

Trade Account FAQ

Do I have to apply for a Trade Account online?

Yes, all applicants must complete the online application form ensuring all fields are completed accurately and honestly. If you wish to speak to a member of the team regarding the application process first please contact us on 01282 613364.

Can anyone apply for a Trade Account?

Anyone can apply for a Trade Account but they must meet the requirements set in our Terms & Conditions.

How long does the application process take?

Once you have submitted your application it will take the trade team approximately 3-5 working days to review and make a decision. You will be informed of the decision via email as soon as it has been made.

How much credit can I apply for?

There is no set credit that you can apply for. Proper credit check procedures will be followed to determine an appropriate line of credit and your dedicated account manager will inform you of the decision.

What happens if I am refused credit?

If the appropriate credit checks deem you are not suitable for credit we will notify you of the decision immediately. We can still offer you the other benefits of the Trade Account but no credit will be issued.

Can I still apply for a Trade Account if I have a poor credit history? Do you automatically credit check every application?

Yes, you can still apply for a Trade Account. We will only credit check applicants that have requested credit.

What happens if my application is successful?

You will receive an email to notify you of your success and your dedicated account manager will be in contact to introduce their self and explain the benefits in more detail.

What happens if my application is unsuccessful?

You will receive an email to notify you of the decision.

How can I contact my account manager?

Once you have been designated an account manager you will be able to contact them on 01282 613364 or via the email address they provide.

How do I place my order?You can either place your order by logging into your account and placing the order online or you can contact your account manager via email or telephone (for urgent orders we recommend telephone).

How do I receive the discounted prices?

After a successful application, simply log into your account and the discounted product prices will be available on the normal product pages.

Do I have to select before 12pm delivery?No. If you would prefer a later delivery please select normal next working day shipping. Please note this option may still arrive before 12pm so if you have any specific delivery requirements please contact your account manager prior to ordering.

I placed my order before the 1pm cut off but my order did not arrive the next day?

We will strive to dispatch all Trade Account orders that are placed before 1pm for next day delivery but this sometimes may not be available due to the size of the order or products being out of stock. If you have an urgent requirement please contact your account manager to seek a confirmation that the goods are available and will be dispatched.

What happens if my products are out of stock?

Your account manager will notify you immediately and advise on an expected delivery date.

What happens if I don’t stick to the monthly expenditure as stated in the Terms & Conditions?

If your monthly spend does not meet the set monthly expenditure your account will be downgraded to the next discount level and you will lose your Trade Account benefits. Your account manager will be in contact to discuss your monthly spend should this happen. You will be able to regain your Trade Account benefits if your monthly spend increases to the set level your account will be automatically upgraded to Trade Account status.

Can I use other offers if I have a Trade Account?

No, any other offers will be fixed for consumers and will not be available on top of Trade Account discounted prices.
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