FAQs

Ordering & Delivery

Our carriage policy is to deliver our customers’ orders by the close of business on the next working day wherever possible. This is a guaranteed UPS service. This service is charged at a £7.50 per order up to 5kgs.
If requested by the customer we can also deliver by 1st Class Royal Mail*. This is not a guaranteed service, and we cannot accept liability for loss, damage or delays. This service is charged at £4.50 per order (not recommended for orders exceeding £100 in value). Special delivery services by 9am and 1pm. We offer these services which are charged at the Royal Mail franked rate for the parcel weight plus £2.50 packaging.

* Other UPS and Royal Mail services are available on demand and are charged accordingly.
Yes, you just need to specify when you order. If you are arranging collection via a third party (i.e. your preferred couriers), then please let us know in advance.
When we only have partial availability from stock at the time of the order, delivery will be made when all the products become available. Upon request, we can make a part shipment, however if a guaranteed service is required, then we reserve the right to charge for this additional service. For further information please contact our sales team who will be happy to advise you.
The answer is simple, we must pay Royal Mail and UPS. Whilst many companies offer a carriage free service, it is clear that the service has to be paid for. Whether it is shown as a carriage charge or included in the price of the goods, it is being charged to you our customer. Put simply, if the price includes carriage, then those customers who buy more will subsidise free delivery to those who buy less, and we don’t think that’s fair!

We believe in giving the best prices and service to our customers whether they are a large or small consumer of our tooling products. Therefore, we choose to charge for the delivery of our goods, so you only pay for the services you receive and enjoy competitive prices that are not inflated to cover carriage costs. We hope you agree too.
Just give us a call and we'll try our best to help. We always endeavour to run a sufficient and reliable service however sometimes due to unforeseen circumstances and things out of our control, orders may arrive late. If we've shipped your order via UPS, we can track it from our system. Unfortunately, everything we send via Royal Mail is not a guaranteed trackable service.
Yes, provided we have shipped via UPS. Simply contact us for the tracking number and visit UPS's web tracking service where you can enter the tracking number.
Tracked parcels via UPS or Royal Mail Special Delivery will be rescheduled, or you will receive a notification card from the UPS driver.
As we are the UK importers of the products, direct shipments made direct to you from our suppliers outside the EU are not subject to these charges.
Once dispatched, it is not normally possible to re-direct a shipment. If you wish us to ship to an alternative address, please advise at the time of the ordering.
Look out for news and announcements on our website during December. We're normally closed over the Christmas period so we aim to inform our customers of any deadlines as soon as possible.
For items, available from our UK stock only, we recommend no later than 4.15pm.

Privacy & Security

Our privacy policy sets out how the lead authority 'Floyd Automatic Tooling Ltd', uses and protects any information that you give us. Floyd Automatic Tooling Ltd is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified, then you can be assured that it will be used in accordance with our privacy statement.

Floyd Automatic Tooling Ltd follow the regulations set out by the Data Protection Act 2018.
Please follow this link to view our full privacy policy.
We may change our policy from time to time by updating our privacy policy page. You should check this page to ensure that you are happy with any changes. Our current policy is effective from 25th May 2018.
For us to provide you with the best possible service, we collect your information so that we can provide the necessary performance of a contract under Article 6(1)(b). For both parties this is a 'legitimate interest' under Article 6(1)(f).

Here is the type of information we collect and require:
  • Full name, job title and company you work for.
  • Contact information such as email address, telephone and fax.
  • Demographic information such as postcode, preferences and interests.
  • Other information relevant to customer surveys and/or offers.
  • Questions, queries and feedback you leave including your email address if you contact FLOYDAUTOMATIC.CO.UK
  • Subscription preferences when you sign up to our mailing list and how you use our emails - for example whether you open them, and which links you click on.
  • Your internet protocol (IP) address, and details of which version of the browser you used (all data is anonymous).
  • Information on how you use our site, using cookies, and page tagging techniques (all data is anonymous).
We collect information about you so that we can process your orders, manage your account. And if you agree, post offers, email alerts and services that we offer. We may pass on your information if we have a legal obligation to do so, or if we must enforce or apply our T&Cs and other agreements.

We will NOT send you promotional emails, marketing material or email alerts; unless you have voluntarily opted in to receiving them on our mailing list.

If you have OPTED-IN to our mailing list we may use the information you have provided (full name, email address and company), to send you email alerts and promotional material about third parties we think you may find interesting. As well as special offers and company updates which you may find relevant. You can UNSUBSCRIBE from our mailing list at any time by selecting the 'unsubscribe' link that appears in every email we send, there is also a link to UPDATE your preferences right next to it.
You may choose to restrict the collection or use of your personal information.

If you have previously agreed to us using your personal information for direct marketing purposes, you can unsubscribe to our mailing list at any time by selecting the 'unsubscribe' link that appears in every email we send.

You may request details of personal information which we hold about you under the Data Protection Act 1998. If you would like a copy of the information held on you, please get in touch for further details. If you believe that any information we are holding on you is incorrect or incomplete, please let us know as soon as possible. We will promptly correct any information found to be incorrect.
Sending information over the internet is generally not completely secure, and we can't guarantee the security of the data you send while it is in transit. Any data you send is at your own risk.

However, once we receive your information we are committed to ensure that it is secure with procedures and security features. To prevent unauthorised access or disclosure we have put in place suitable physical, electronical and managerial procedures to safeguard and secure the information we collect.
You need passwords to access your stored data on our site, you will need to input your account and password details (login details). You're responsible for maintaining the confidentiality of your login details and any activities that occur under your account. If you have any concerns about your login details or think they have been misused, please contact us straight away to let us know. We can deactivate your account at any time.
There are a few ways to help make your password secure. Try to create a complex password that is difficult to guess, and include the use of numbers along with characters.
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system. Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Payment

We accept secure card payments issued by most banks and card companies through Sage Pay. These include Visa, MasterCard and American Express.
Payment Details
Please note all credit and business/company cards are subject to a card fee of 2.35%. Personal Debit cards are not charged and funds must clear prior to the despatch of goods.
 
Sage Pay uses a payment gateway on the internet which we use to take payment by card without the need for Floyd Automatic Tooling Ltd to hold card information. The card information is held by Sage Pay and is PCI DSS compliant for your security.
If you have a credit account with us, you can also choose to pay the amounts due by card. Any card fees will be invoiced and collected at the time of payment.
Card fees or charges are applied by our bank for the collection of funds through the Sage Pay payment gateway. These charges are passed into the customer as a surcharge on the invoice.
These fees are always charged by the banks. It is just that some companies choose to pass on the fee, and others absorb the cost. In a consumer market (i.e. supermarkets, garages etc.), these charges are normally absorbed into the price because card payment is the most common method of payment. In a Business to Business (B2B) market, like ours where card payment is only one possible method of payment, it would be inappropriate to include these charges in the price of the product for those clients who pay by cheque or bank transfer.
This question is not uncommon. Personal debit cards are subject to a transaction charge, but only 20p to 40p on average, and this small amount is covered by us, the merchant. Business debit cards however, are subject to the same percentage rates that are applied to credit cards. The reason for this, as per the banks, is that there are additional costs involved in collecting funds from business accounts.

*Personal debit cards are those issued to private individuals, not individual business debit cards used by employees of a company. Most business debit cards will have the word ‘Business’ printed on the card like this. If you have any questions about the use of business debit cards, we are happy to assist you, or contact your card issuing bank.

Returns & Refunds

'Made to order' items are NON-returnable and NON-refundable. Please ensure that the details are correct prior to placing your order. Standard products can be returned, a re-stocking and handling charge of 20% is applicable on stock returns. If your order is incorrect or faulty, then please contact our sales team for assistance. In all cases please ask our sales team for a 'goods return number' before making the return.
We accept returns from overseas for standard products ONLY, a re-stocking charge of 20% is applicable. The cost of carriage is paid by the client. In the event of faulty products being received, please contact our sales team for assistance.
We kindly ask you to return the goods in the original packaging where possible, via a reputable courier service were the shipment can be tracked. We cannot make refunds if the goods are lost.
Yes. Any carriage charge will be charged accordingly.
Yes, providing the error is on our behalf. Exchanges are subject to carriage charges.
Please contact our sales team for assistance regarding an alternative method of refund.

Technical

  • Make sure you are using the same email address and password you registered with.
  • If you can't remember your password, click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.
  • If you enter your email address and/or password incorrectly three times, your account will be locked for a period of time.
  • If after this you still can’t sign in, contact us giving as much detail as you can about the issue including screen shots of any error message you get and what you’ve done so far to try to resolve it.
We're sorry to see you go - If you'd still like to deactivate your account, you'll need to get in touch with us.
You'll need to confirm the following:
  • Your full name
  • Your date of birth
  • Your billing address
  • Your registered email address
Once you've confirmed this information, we'll deactivate your account and send you an email to confirm your account has been closed. Don't worry if you change your mind, just get back in touch and let us know you would like to shop with us again and we'll arrange this for you once the above information is confirmed once again. Alternatively, you can register again with a different email address here.
You can unsubscribe to our mailing list at any time by selecting the 'unsubscribe' link that appears in every email we send. If you change your mind later you can always subscribe again.
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