0808 278 3706



Skip to Content

Frequently Asked Questions

My Account with ESE Direct

Do I have to register?

You only need to register when you are ready to place your first order (although you can register anytime you like using the Log In link at top right of page), until you register our Shopping Basket will retain the items you put in it using a harmless cookie, to enable you to build orders over a number of visits if you wish.

Registration is very easy and relatively short, we only ask for enough information to enable us to deliver your products on time to the right address and ensure we communicate and invoice you correctly.

This information will be retained securely in Your Account so you do not have to enter the information again, along with your order history should you need to check any purchases.

I already have an online account, how do I log in?

You can log in by Placing an Order or clicking the Your Account links at the top of the page or in Customer Services menu.
Please Note: an Online Account is not a Credit Account it is an easy means for you to retrieve previous order details and to place new orders without having to input your contact details etc again. If you are a business user and would like a credit account please contact us.

I have forgotten my Password, what can I do?

Please supply the email address that you used to register with us and click the "Request New Password" button in the "Forgot Your Password" section on the Login page, and a new ‘One Use’ password will be sent to your registered email address. Your existing password can be changed at any time by logging into Your Account and editing Account Settings.

Ordering / Payment / Delivery

When are ESE Direct open?

Our offices are open Monday to Friday from 8.30am – 5.00pm, if there is anything you are unsure about or if you need advice etc please call us, as many of our dedicated team have more than 20 years industry experience each (some of us have over 30 years), this makes us sound old but honestly we just started young (:-).

How do I place an order?

Just add your chosen products to the shopping basket from the product pages by:

Locate the ‘order reference’ of the product you need – choose any options that are displayed – enter the quantity you require – click ‘Add to Basket’.

Once you have added all the products you require, select ‘Go To Checkout’ and provide a small amount of information to complete your order.

Once you are happy your information is correct, choose Pay Now (secure online Credit Card transaction) or Pay Later (and we will contact you to arrange payment by Proforma or Credit account) and confirm your order by pressing ‘Place Order’.

Alternatively you can email, fax, phone or even post an order to us.

Do you offer credit account facilities?

Yes, if you are interested in opening a business credit account with us, please complete an application form, complete and return it and we will be in touch to arrange the facility / limits etc with you.

What if I want to cancel an order?

Confirmation of your order will be sent by email to your registered email address as soon as we can after you have placed the order (during working hours Mon-Fri). If the lead time or anything else is not satisfactory please contact our friendly team and if we cannot resolve the problem for you, you can cancel the order.

Even if you wish to cancel a few days after placing the order, please contact us to discuss any issues you may have, as we want to ensure you are entirely happy with everything we do and we will help you wherever we can.

Are my details Secure?

Because we want you to have the utmost confidence, we use EV SSL encryption which is currently the highest industry standard security measure.

All your sensitive information is also protected offline, we do not retain credit card / bank details (these are securely shredded) and the offices are very secure and covered by remote alarms and CCTV surveillance systems.

What are the delivery options?

Delivery is usually made between Monday to Friday from 8.30am – 5.30pm to UK Mainland addresses. Kerbside / Ground Floor only. Other delivery options may be available at an additional cost. Please call our Freephone helpline 0808 163 3806 and speak with one of our experienced coordinators.

On Standard delivery we are afraid we are unable to confirm an approximate time for delivery but we can usually say which day nearer the time if you request this.

If you require specific AM/PM or Saturday delivery please contact us as we may be able to arrange this for a small additional charge.

If you are in areas with HS, KW, ZE, IV, AB, DD, PH, PA, GY, JE, IM, BT and Eire postcodes a delivery surcharge may apply, please contact us to confirm.

You must be present to receive and sign for the delivery as we are charged for failed deliveries especially to residential addresses and we may have to pass this cost on to you. If you specifically request a delivery to be left without being signed for, the goods will become your responsibility as soon as they have been left by the carrier.

How long before I receive my order?

Most product pages have an approximate ‘normal delivery time’ icon displayed on the page, we try our best to keep these as accurate as possible to avoid disappointment.

If your chosen product does not have a lead time icon, this is usually because it can vary from a few days to a few weeks depending on the options chosen, the time of year or volume of orders received (if you need to meet a certain delivery date please just call or email us to confirm as we will always do our best).

But don’t worry we will confirm the anticipated lead time shortly after receipt of your order (during working hours Mon-Fri) and if it is not soon enough you can cancel the order, or we can try to source an alternative product for you instead if you prefer.

Do ESE Direct prices include VAT?

By default all the prices on our website are exclusive of VAT at the current rate. At the top right hand corner of the website there is the ability for you to choose whether to see prices inclusive or exclusive of VAT.

Do you have a minimum order value?

We do not have a minimum order value, however there is small Carriage / Handling fee of £4.50 on orders below £50 to enable us to keep our individual product prices as low as possible.

General Company Information

Who are ESE Direct?

An award winning family business, who specialise in providing industrial and commercial equipment including shelving, trolleys, benches, containers, barriers, bike racks, signs, workshop and safety equipment etc to businesses across the UK since 1975.

We have a specialist office / warehouse refurbishment division called ESE Projects.

And a changing room bench manufacturing division called Benchura.

We also have a 400+ page mail order catalogue designed, managed and run in house alongside this website, why not request your copy today using the link on the right hand side or footer of this page.

How do I contact you?

You can telephone us on 0808 250 6642 – fax us on 01603 630113 – or email us on [email protected]

Alternatively you can use our Live Chat facility at the base of the page.