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Frequently Asked Questions

 

If you are unable to see your question listed below, please contact us on 0843 487 3495.

 

How do I obtain a credit account?

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

Do you have a minimum order value?

What do you do with the information I have provided?

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

Do you provide a design service?

Do you provide an installation service?

What quality system do you operate?

Do you operate an environmental management system?

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

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

I cannot find the product I am looking for.

What is Oversize Shipping?

When will my Parcel be dispatched?

How secure is my transaction?

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

Will my trade discount be automatically applied?

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

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

How do I know if an item is in stock or out of stock?

When I got to the checkout my basket was empty!

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

Can I have my order delivered to a different address?

I am interested in working for the Swann Group, how can I apply?

 

 

How do I obtain a credit account?

You can apply for a credit account online once you have registered with Swann Direct. Simply fill in the form and click ‘Send Request’. A member of our accounts team will then notify you once your credit account has been activated. 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.

Do you have a minimum order value?

Yes, all product lines are subject to a minimum order value of £125.00, not including delivery or VAT.

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?

Our Terms and Conditions are shown on 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 details listed on this site.

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 details listed on this site.

What quality system do you operate?

Swann Engineering Group Ltd is ISO 9001 accredited.

Do you operate an environmental management system?

Yes, Swann Engineering Group Ltd is accredited to ISO 14001.

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. You can also view your order history.

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

Click on the “Forgot 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 or username and then click on the “Reset 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.

I cannot find the product I am looking for.

Our search feature allows you to search for products. Give it as much detail as you can using keywords. Swann Direct lists common products used by our customers, we also manufacture products to customers specific requirements, please contact us on 0843 487 3495 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 may 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 bespoke/POA item?

The waiting time for our bespoke and POA items varies from product to product and so we are unable to give a timescale for all products in advance. An indication of time will be given once an order is placed. Where it is necessary that a design sheet be completed, we will be able to give an indication of time once we have received the completed sheet.

Will my trade discount be automatically applied?

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

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 and Conditions.

How do I know if an item is in stock or out of stock?

If an item is out of stock this will be shown in your basket. You are still able to purchase this item if you wish, but you will need to confirm delivery times with a member of our team.

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, just update your details in the Delivery tab during Checkout or, if you wish to change to a new shipping address for your account, you are able to edit your Shipping Address on your My Account page.

 

I am interested in working for the Swann Group, how can I apply?

We advertise current vacancies on our Swann Group site – www.swanngroupltd.com.

 

Were we able to answer your question?

If not, please contact a member of our team on 0843 487 3495 or email us at info@swanndirect.com.