Frequently Asked Questions
Have a question? View our frequently asked questions.
How do I sign in to my online account?
To sign in, select the sign in option on the top right of the homepage. Enter your account number and password and select “Login” to access your account.
I've forgotten my account number?
If you have forgotten your account number, please contact our Customer Care team on 01383 729814 or email email@example.com.
I've forgotten my password, how do I change it?
If you have forgotten your password you can request a new one. Before requesting a new password please ensure that you have entered an email address into your account details so that you can receive a link to set up a new password. To set up a new password – select the sign in option on the top right of the homepage then select “Forgotten your Password”. Enter your account number and select “Get New Password”. An email will be sent to the email address that is in your account details. The email will contain a link that will allow you to change your password. When creating a new password please ensure that the new password of your choice is entered in the “Password” and “Confirm Password” field before clicking “Save”.
Can I amend an order once it's submitted?
Yes, but only if the order has been placed during working hours (Mon-Thu 8:30am – 5:30pm/Fri 9.00am – 3:00pm). Please call Customer Care are contacted immediately on 01383 729814 after the order is placed. If the order has been processed and dispatched the order cannot be amended.
What is your returns policy?
All goods correctly supplied in accordance with your order but which are subsequently returned will only be credited provided that you contact Customer Care on 01383 729814 for prior authorisation and the following criteria are met:
– The goods must be of current design and in resaleable condition, with original unmarked packaging.
– The goods must be accompanied by a packing note stating the reason for return and the invoice number against which the goods invoiced.
– The cost of the outward carriage, if paid by the Company, and a handling charge will be payable by the purchaser when the goods are exchanged with a minimum 15% of the net invoice value of the returned goods.
– Notification of return of goods must be lodged, in writing, within 3 working days of the delivery date.
– Non standard and non-stocked goods which have been specifically purchased on behalf of a purchaser are non-returnable.
Can my order be delivered to a different address?
Yes, when in your shopping basket, under “Confirm Delivery Address for this Order” select from the listed delivery addresses. If the address you require is not listed please call Customer Care on 01383 729814 to add the required address.
Can I track my order?
Orders cannot be tracked online but please call Customer Care on 01383 729814 who can advise on the status of your order.
How do I use the Quick Order?
The quick order function allows goods to be ordered quickly and easily by entering the part number(s) and selecting the quantity required. Once complete select “Add to basket”. You must be signed in to add products to your shopping basket.
How do I access my previous orders?
To access previous orders you must be logged into your account. Select “Details” in the top right of the screen then select “Your Order History”, where you can view previous orders and add them to your shopping basket.
How do I know if my order has been dispatched?
You are not contacted when an order is dispatched, however if an order is placed before 3pm, Monday to Thursday, and 2pm on Friday and the items are in stock the goods will be delivered next working day (UK Mainland).
What are the delivery charges?
Minimum order value £75 or £5.95 carriage (UK Mainland).
Minimum order value £75 or £9.00 carriage (Ireland).
Charges may vary outwith the UK Mainland.
What guarantee comes with the goods?
In lieu of any warranty implied by law we expressly guarantee to replace or make good any parts supplied by us which may be defective through faulty materials or workmanship, provided always, that such parts shall be promptly returned free to our works within 7 days of the defect becoming apparent and not later than 6 months after the date on which there were despatched by us in which respect time shall be of the essence of the contract.
If I have a complaint, what do I do?
If you have a complaint please contact Customer Care on 01383 729814 or email firstname.lastname@example.org and the complaint will be dealt with.
Can you provide a VAT invoice?
Yes you will always receive a VAT invoice via email or post.
How do I find a product?
It is quick and easy to find products on our website. If you know the part number or description you can search for the product in the “Search for product” box at the top of the website. However if you don’t know the product part number or description by selecting the “Our Products” menu you can browse the categories for the products you require.
How do I amend the contents in my shopping basket?
To amend products in your basket you can remove items by selecting the cross in the “Delete” column next to the product. To amend the quantity you can change the quantity by using the up and down arrows in the “Qty” column, or by typing the quantity you require.
How can I contact Berner?
You can contact Berner in several ways. We are available by phone on 01383 729814 and email – email@example.com. Our full contact information is available on our ‘Contact Us’ page where you can contact us by filling out our online contact form at berner.co.uk/contact-us/
How do I know if a product is in stock?
If a product is in stock on the product page “IN STOCK” will show in green.
I have a discount code, how do I use it?
At checkout there is an option to enter a discount code. Enter the code and refresh the page and the code will activate. Please note discount codes will not activate if they are invalid or have already been used.
How do I add a new delivery address?
You cannot add a delivery address online. To add an address please contact Customer Care on 01383 729814.