Contacting us

I haven't received an order confirmation - how do I know if you have received my order?

If you are yet to receive an order confirmation and want to check if we have received your order, you can visit your Outstanding Orders area. If your order is in this list, we have successfully received your order and it is ready to be organised by our customer services team. You will receive an order confirmation when the order is released to be picked in our warehouse.

How will I know when my order will be dispatched?

You can track the progress of your order in your Outstanding Orders area. Here, you can see when your order is created, released to our warehouse and when it has been picked. Once your order has been picked, it is then ready to be dispatched. Check your Deliveries & Collections area to find out more about your consignments, including: when your consignment has been dispatched, what items are on your consignment and when we expect your consignment to be delivered by.

My order has been dispatched - how long will my order take to arrive?

Once your order has been dispatched, your consignment will be subject to our basic standard delivery service timescales as described in our Delivery Service section. To check on a specific consignment, visit your Deliveries & Collections area where you can find out more, including: when your consignment has been dispatched, what items are on your consignment and when we expect your consignment to be delivered by.

I’m placing a new order - what delivery options are you offering at the moment?

During the restart of our distribution and production activities, we are offering basic standard delivery services on all orders. Discover more about the range of services that we currently have available in our Delivery Service section.

I don't have a log-in for the PWS website – how to I get one?

If you have forgotten your password, you can reset it online over on our Log-Ing page. If you don't have an account with us or require a new log-in, you can register now by contacting us at sales-support@pws.co.uk.

Can I return goods?

We are enforcing special safety measures across our business including the staggering of shifts in our warehouses & production facilities to maintain safe distancing. This means we cannot currently accept returns of surplus stock until further notice.

Have lead times for painted products changed?

Paint lead times have not changed but are subject to capacity, as usual. The quickest way to order our products is online where you can get an expected dispatch date as per our current capacity.