How do I obtain a credit account?

Download a credit account application form from the website then simply complete it and return it to Swann Group Ltd, FAO Credit Control Kent House 60B Priory Street Tonbridge Kent TN9 2AH Please note that applications for credit accounts will be subject to a credit search and references.

I do not have a trade account how can I pay?

Yes, non account holders can pay by credit card; simply fill in the required details on the checkout section.

What do you do with the information I have provided

Any information held by Swann Group regarding your company is for internal use only and remains strictly confidential. However, from time to time we may pass your contact details on to relevant companies within Swann group, or use it to contact you regarding goods or services that may interest you. If you do not wish to be contacted with offers, please write to Swann Group Kent House 60B Priory Street Tonbridge Kent TN9 2AH who will remove your information from the contact database.

How do I get a copy of your business terms and conditions?

You will have been given a copy of the terms and conditions when you opened your Swann Direct account. However, if you would like an additional copy, please refer to the Terms & Conditions page of the website.

Do you provide a design service?

Yes, Swann Group is able to offer a full range of design services to meet your requirements. We are accredited by most of the major U.K. telecommunication operators, landlords, and utilities. Swann Group Ltd design, supply and install a wide range of masts, towers and antenna support systems.

Please contact us using the** Swanndirect design request link**

Do you provide an installation service?

Swann Services Group is able to offer a full range of installation and maintenance services. We are accredited by most of the major U.K. telecommunication operators, landlords, and utilities, we are able to offer: site surveys, structure installation, antenna and feeder installation and testing, planned and reactive maintenance.  Please contact us using the** Swanndirect installation request link.**

What quality system do you operate?

Swann Engineering Group Ltd, Swann Services Group Ltd and Swann Consulting Group Ltd are all individually  ISO 9001 accredited.

What does it mean to sign in / save my details?

Sign In is a feature offered by us to make your Checkout process quicker and easier.
You will have the choice of saving your details once, then simply entering a username and password for all future transactions.

The benefits? You can also view your order history, set up multiple delivery addresses and include multiple forms of payment for future transactions.

I've forgotten my password, what do I do?

Click on the "Forgotton your password?" link just below the login bar. This will take you to the password request page. Here you will need to enter your registered email address and then click on the "send me a new password" button. Your new password will then be emailed to you. You can change this for something more memorable once you have logged back into your account. Click here to request a new password

I cannot find the product I am looking for.

Our search feature is allows you to search for products. Give it as much detail as you can using keywords. You can also search for your product using the part number, simply enter the part number into the search box at the top of the screen and press the "Go" button. Swanndirect lists common products used by our customers, we also manufacture products to customers specific requirements, please contact us using the contact us tab with a description of the item you are looking for. Alternatively telephone 01376 320 100 to speak to one of our product experts.

What is Oversize Shipping?

Oversize Shipping terms apply to items which are 3m* or over in length or to very heavy items. These require special shipping and therefore incur an additional charge.

When will my Parcel be dispatched?

Our shipments are collected daily at about 4pm. In order to ensure that your order is shipped same day you should order as early as possible. Some orders may be delayed if we need to bring in stock from another warehouse.

How secure is my transaction?

Our online payment system means that we never see your card details and they are not stored by us. The payment system links directly to the bank.

During checkout your card details are confirmed and once accepted your payment is authorised but no money is taken until we ship your goods.

How long will I have to wait for a special order?

The waiting time for special orders will vary from product to product, you should be given an indication of the lead time by the member of staff who takes your order.

Will my trade discount be automatically applied?

Yes your trade account discount will be applied at the checkout.

The status of my order in MY ACCOUNTS is “processing”, what does this mean?

It means that your order isn't ready for shipping yet. We only take payment when your order is ready to leave us. It could be that we are waiting on stock coming in don’t worry, there is no problem with your order or your card details.

Am I able to amend my order online it's submitted?

Once 'submit order' is clicked, your order is sent immediately to our warehouse to process for delivery. You cannot then amend or cancel this order on line.

However, should you wish to modify your order, please contact us by either using the contact us link or telephoning us and we will do all we can to ensure that your requirements are fulfilled.

Should the goods have already been dispatched then they can be returned in accordance with our** Terms & Conditions**.

How do I know if an item is in stock?

All products which are available for next-day delivery on swanndirect.com are ex-stock and available for same day dispatch provided the order is received prior to 12:00 hrs. If you enter a quote number and the item is not found or it states ‘out of stock’ in the quantity field the product is currently unavailable for next day delivery. An item can sometimes go out of stock before your order is fulfilled. Should this happen, we will notify you.

When I got to the checkout my basket was empty!

The site uses cookies to store your shopping basket. If your browser security is rejecting or blocking cookies then your security could be set too high. If the site cannot save permanent cookie then it will use a temporary cookie. The temporary cookie can be cleared if your internet connection drops or if you close your browser. Please ensure that your browser is accepting cookies.

Can I place a REPEAT ORDER without searching for the items again?

Yes. When you place an order via the website that order will be saved. You can place a Repeat Order at any time by logging into your account and using the My Orders page. If a product from a past order is no longer available you will not be able to repeat that order.

Can I have my order delivered to a different address?

Yes. But only if you are registered with Swanndirect as a trade account holder, you can add in additional addresses in 'My Account'.

I am interested in working for the Swann Group

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