Important information

ESE Direct Delivery Information

Delivery Information

Carriage / Delivery Information

Free Delivery - All orders above £45 (excluding VAT) qualify for Free UK mainland Delivery (excluding HS, KW, ZE, IV, AB, DD, PH, PA, GY, JE, IM, BT, Isle of Anglesey, Isle of Wight and Eire).
Oversized products requiring a crane or hiab offload may be charged for.

Orders below £45 excluding VAT will incur a £4.50 charge (automatically applied to your basket until carriage paid limit reached).

Delivery will be Monday to Friday 8.30am to 5.30pm to the GROUND FLOOR / KERBSIDE only (unless previously agreed in writing). We are unable to confirm exact delivery times, but we can usually confirm a day if you let us know in advance.

Saturday, Timed AM/PM or above Ground Floor deliveries are available at extra cost.

Estimated Delivery Times - Unlike many competitors the lead times displayed are usually 'worst case'. They are displayed in working days, and exclude weekends / bank holidays.
Obviously stock levels change daily, if you have a specific delivery requirement please contact us and we will do our best to help.

If delivery is urgent order ASAP and enter URGENT with specific details in Notes.

Remember - You or an authorised person Must Be Present to sign for delivery.
Failed attempts may result in a return delivery charge.
Requesting us to leave Goods without signature is entirely at your own risk.

Please check your delivered goods carefully, ESE Direct cannot accept claims for shortage or damage after goods have been signed for, UNLESS carrier’s note is marked as damaged and ESE is notified in writing within 24 hours of delivery. Please do not sign for any goods as "unexamined" or "unchecked" as carriers will not accept liability for any damage subsequently discovered.

Problems with Deliveries - No-one is perfect, unfortunately damages/shortages can happen.
If this is the case, please email [email protected] as soon as item received (if you can attach a photo this would really help speed things up) or call our Customer services team direct on 01603 598779 and we will deal with it as a priority.

Packaging.
As part of our commitment to the environment, we'd like to remind our customers that much of the packaging we use can be recycled. For more information about recycling, please visit the recycling room for consumer information on waste recycling.

ESE Direct Product Returns Policy

We want you to be entirely happy with your purchases, if within 14 Days of delivery you decide the products are not suitable * please contact us (please do not return without contacting ESE first). Goods must be in a resale able condition and in their original packaging. Unfortunately business transactions will incur a 20% restocking charge and the goods will have to be returned at your expense, unused and wrapped securely in the original packaging.

Damaged product? If you receive an item which is damaged or not in the condition you were expecting please contact us ASAP, this needs to be noted at time of the delivery and signed for as damaged with a call/email informing us within 24 hours of delivery. Do not sign for any goods as "unexamined" or "unchecked" as carriers will not accept liability for any damage which is subsequently discovered.

Please contact us as soon as possible on 01603 598770 or email [email protected] and we will get straight onto it. If you can send a picture of the damage as well it would be really helpful and speed up the process.

Please do not report damage using any online feedback systems as it can take up to 4 working days for us to receive this feedback, which prevents us from dealing with your issue promptly.

Please be aware - Only products returned in 'as new condition' can be accepted and it may take up to 14 days for any refund to appear in your bank account.

* PLEASE NOTE: This Excludes Made-to-Order products which we are afraid cannot be returned, if in any doubt, please ask.


We are primarily a Business to Business supplier, for all business transactions The Sale of Goods Act 1979 applies.

The Consumer Protection (Distance Selling) Regulations will also apply if you are purchasing for home use with delivery to your home address. If for any reason You decide You do not want keep any Goods We have delivered to You, We will offer You a refund of the Price paid by You, or provide You with a credit note to the value of the Goods to be returned or replace those goods free of charge subject to the following conditions: Within 14 days of the date of delivery of those Goods You must inform Us in writing that You want to return the Goods, or call us on 01603 598770 and complete our Cancellation form. Promptly after receiving confirmation from Us, You must send those Goods to Us at Your own cost and risk: The Goods must not be damaged in any way; The packaging must not be damaged (save for reasonable wear and tear); and the Goods must not have been personalised by Us at Your request or otherwise made in accordance with a specification unique to You.

All products carry a minimum 12 month Warranty, some have up to 10 year Warranties.

At the end of the day we will always do what we can to help, even outside of warranty periods, but sometimes we are restricted by the requirements of the factories as to exactly what we can offer. If you need any help please do not hesitate to contact us.

ESE Direct Ltd
Wensum Works
150 Northumberland Street
Norwich
NR2 4EE

Privacy Policy

1. GENERAL

ESE Direct together with any group companies (“we” “us” “our”) are committed to protecting and respecting your privacy. For the purposes of data protection legislation, we are the data controller and we will process your personal data in accordance with the General Data Protection Regulation (EU) 2016/679 and national laws which relate to the processing of personal data. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

2. VISITORS TO OUR WEBSITE

2.1 We may collect and process personal data about you in the following circumstances:
2.1.1 when you complete forms on our website (“Site”). This includes your email address, name, contact telephone number, address, which is provided at the time of registering to use our Site, subscribing to our services, requesting further services;
2.1.2 whenever you provide information to us when reporting a problem with our Site, making a complaint, making an enquiry or contacting us for any other reason. If you contact us, we may keep a record of that correspondence;
2.1.3 details of your visits to our Site including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise, and the resources that you access (see section 2.2.2 on Cookies below); and
2.1.4 whenever you disclose your information to us, or we collect information from you in any other way, through our Site.

2.2 We may also collect data in the following ways:
IP Address

2.2.1 We may collect information about your device, including where available your Internet Protocol address, for reasons of fraud protection. We may also collect information about your device’s operating system and browser type, for system administration and to report aggregate information to our advertisers. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.

Cookies

2.2.2 Our Site uses cookies to distinguish you from other users of our Site. This helps us to provide you with a good experience when you browse our Site and also allows us to improve our Site. For detailed information on the cookies we use and the purposes for which we use them see our Cookie Policy

2.3 We may use your personal data for the legitimate interests of ESE Direct in order to:
2.3.1 provide you with information, or services that you requested from us;
2.3.2 allow you to participate in interactive features of our Site, when you choose to do so;
2.3.3 ensure that content from our Site is presented in the most effective manner for you and for your device;
2.3.4 improve our Site and services;
2.3.5 process and deal with any complaints or enquiries made by you; and
2.3.6 contact you for marketing purposes where you have signed up for these (see section 6 for further details).

Website Links

Our Site may, from time to time, contain links to and from the websites of third parties. Please note that if you follow a link to any of these websites, such websites will apply different terms to the collection and privacy of your personal data and we do not accept any responsibility or liability for these policies. Please check before you submit your information to these websites.

3. CUSTOMERS

3.1 We will collect details such as your email address, name, contact telephone number, address, bank details when you order goods or services from us either via our Site, by email, by telephone (we may also record the conversation), if you complete an order/transaction form or send us a purchase order. We will use this information to process your order and comply with our contractual obligations.

3.2 In order to perform our contact with you, we may also need to share personal data with third parties such as payment providers, sub-contractors, suppliers, hauliers and postal service organisations to assist in the delivery of goods or services you have ordered;

3.3 We may also advertise your feedback on our website and marketing materials (subject to obtaining your prior consent where necessary);

3.4 We will retain your information as long as we require this to provide you with the goods or services ordered from us and for a period of 7 years afterwards. Where you have subscribed to receive marketing correspondence from us we will keep personal data 3 years from when you are provided with the opportunity to opt-out of receiving marketing correspondence from us.

4. SUPPLIERS

We will collect details such as email address, name, contact telephone number, address, bank details in order to contact you about goods or services ordered with you and to place further orders. We will keep the personal data for 7 years further to being provided with the goods/services.

5. MARKETING

5.1 In addition to the uses described in sections 3-4 above, we may use Customer personal data for our legitimate interests in order to provide you with details about our goods, services, business updates and events which we think may be of interest.

5.2 You have the right to opt-out of receiving the information detailed in section 5.1 at any time. To opt-out of receiving such information you can:

5.2.1 tick the relevant box situated in the form on which we collect your information;

5.2.2 clicking the unsubscribe button contained in any such communication received; or

5.2.3 email us at [email protected] providing us with your name and contact details.

6. AUTOMATED PROCESSING

6.1 We may use information regarding past purchasing patterns and your type of business in order for us to tailor our marketing material to your specific behaviour and activities (eg such as your previous use of handling equipment). We use email monitoring services to monitor the emails which we send to users. In doing this we obtain information such as but not limited to:

  • Time of receipt
  • Time of opening
  • Device user opened with
  • Location it was opened in
  • Which parts of the email you interacted with.

6.2 We use systems that enable us to link your social media accounts to your account if registered with the same email address. This enables us to tailor our promotions and products as best as possible.

6.3 Where you have provided us with a mobile number we may market to you using SMS and Push notification interactions.

6.4 Our systems are set up to enable us to record your purchasing history with us and your market sector. We link this data to your account so that we can determine what offers or informational emails or mailings may be of interest to you.

7. LEGAL BASIS FOR PROCESSING YOUR PERSONAL DATA

7.1 In accordance with data protection legislation we are required to notify you of the legal basis upon which we process your personal data. We process your personal data for the following reasons:

7.1.1 for performance of a contract we enter into with you;
7.1.2 where necessary for compliance with a legal obligation we are subject to; and
7.1.3 for our legitimate interests (as described within this policy).

8. DISCLOSURE OF PERSONAL DATA TO THIRD PARTIES

8.1 We may disclose your information to third parties for the following legitimate interests:
8.1.1 to staff members, suppliers, contractors and hauliers in order to facilitate the provision of goods or services to you;
8.1.2 to our affiliated entities to support internal administration;
8.1.3 IT software providers that host our website and store data on our behalf; and
8.1.4 to a prospective buyer of some or all of our business or assets, in which case data, including personal data will also be one of the transferred assets.
8.2 We may disclose personal data to the police, regulatory bodies, legal advisors or similar third parties where we are under a legal duty to disclose or share personal data in order to comply with any legal obligation, or in order to enforce or apply our website terms and conditions and other agreements; or to protect our rights, property, or safety of our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

8.3 We will not sell or distribute personal data to other organisations without your approval.

9. CROSS-BORDER DATA TRANSFERS

9.1 We will not transfer your personal data outside the European Economic Area.

10. DATA SECURITY

10.1 Where we have given you (or where you have chosen) a password which enables you to access certain parts of our Site, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.

10.2 Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your information transmitted to our Site; any transmission is at your own risk.

10.3 Information you provide to us is shared on our secure servers. We have implemented appropriate physical, technical and organisational measures designed to secure your information against accidental loss and unauthorised access, use, alteration or disclosure. In addition, we limit access to personal data to those employees, agents, contractors and other third parties that have a legitimate business need for such access.

11. ACCESS TO, UPDATING, DELETING AND RESTRICTING USE OF PERSONAL DATA

11.1 It is important that the personal data we hold about you is accurate and current. Please keep us informed if the personal data we hold about you changes.

11.2 Data protection legislation gives you the right to object to the processing of your personal data in certain circumstances or withdraw your consent to the processing of your personal data where this has been provided. You also have the right to access information held about you and for this to be provided in an intelligible form. If you would like a copy of some or all of your personal information, please send an email to [email protected] In certain circumstances we reserve the right to charge a reasonable fee to comply with your request.

11.3 You can also ask us to undertake the following:
11.3.1 update or amend your personal data if you feel this is inaccurate;
11.3.2 remove your personal data from our database entirely;
11.3.3 send you copies of your personal data in a commonly used format and transfer your information to another entity where you have supplied this to us, and we process this electronically with your consent or where necessary for the performance of a contract; or
11.3.4 restrict the use of your personal data.

11.4 We may request specific information from you to help us confirm your identity and your right to access, and to provide you with the personal data that we hold about you or make your requested changes. Data protection legislation may allow or require us to refuse to provide you with access to some or all the personal data that we hold about you or to comply with any requests made in accordance with your rights referred to above. If we cannot provide you with access to your personal data, or process any other request we receive, we will inform you of the reasons why, subject to any legal or regulatory restrictions.

11.5 Please send any requests relating to the above to our Data Lead at [email protected] specifying your name and the action you would like us to undertake.

12. RIGHT TO WITHDRAW CONSENT

Where you have provided your consent to the collection, processing and transfer of your personal data, you have the legal right to withdraw your consent under certain circumstances. To withdraw your consent, if applicable, please contact us at [email protected]

13. CHANGES TO OUR PRIVACY POLICY

We reserve the right to update this privacy policy at any time, and any changes we make to our privacy policy will be posted on this page. We will notify you if there are any changes to this policy that materially affect how we collect, store or process your personal data. If we would like to use your previously collected personal data for different purposes than those we notified you about at the time of collection, we will provide you with notice and, where required by law, seek your consent, before using your personal data for a new or unrelated purpose. We may process your personal without your knowledge or consent where required by applicable law or regulation.

14. CONTACT US

We have appointed a Data Lead to oversee compliance with this privacy policy. If you have any questions, comments or requests regarding this policy or how we use your personal data please contact our Data Lead at [email protected] This is in addition to your right to contact the Information Commissioners Office if you are unsatisfied with our response to any issues you raise at https://ico.org.uk/global/contact-us/

Last updated:April 2018.

ESE use of Cookies explained

Cookies are tiny files that communicate between websites and your local computer; they are stored on your hard drive but do not hold personal information about you, such as your credit card details, your name or your address. They recognise the individual computer, tablet or mobile phone through a secure token, but not you.

ESE Direct Ltd ("We") use cookies to understand your customer journey through our website and to enable us to make the website easier, simpler and quicker for you to use, as well as to help us understand and resolve any technical errors. We also use them to deliver a more personalised customer service experience through carefully selected specialist third party suppliers.

We place the utmost importance upon our customer service provision and your security, to be able to make purchases on any website you would need to have cookies enabled on your Internet browser; you can, however still use the ESE Direct website (http://www.esedirect.co.uk) to research product information without having cookies enabled.

ESE Direct Ltd like most companies have been using cookies since we set up our first online ordering website in 2000. In January of 2010 we moved to a higher security online platform and there has been no change to how we are use these cookies since then. However, there are now changes to European legislation that require a greater public understanding of how we use cookie data.
Instructions are given below if you do not wish to use cookies on the ESE Direct website, but please be aware that you will also be unable to make a purchase and enjoy the full user shopping experience that we have set out to provide.

ESE specific cookies used are:

ESE Direct Ltd own cookies

We have several cookies created by our technical team, namely session and referral cookies. These allow us to understand your customer journey.

Google Analytics

Cookies for analytics programmes allow us to see how customers use the ESE Direct website, where there are problems with its design and functionality, and where we can make the customer experience better still. These cookies do not trace personal information such as your name, but can track how often your computer visits a website, which pages your computer visited and in which order, and where you left the website. This type of information helps to make the website and our marketing more relevant to you; it never shows personally identifiable data and is not seen by anyone outside of ESE Direct Ltd, their affiliated companies or Google.

Infinity

Infinity allows us to understand where our customers come from and what pages they are on when making telephone contact with us whilst on the website.

Tawk.to

This allows ESE Direct to operate live chat on the site to provide an enhanced customer communication service and ask questions of our specialist teams.

How to manage your cookies in different browsers

To enable cookies

If you're not sure of the type and version of web browser you use to access the Internet:

For PCs: click on 'Help' at the top of your browser window and select the 'About' option

For Macs: with the browser window open, click on the Apple menu and select the 'About' option

How to check cookies are enabled for PCs

Google Chrome
Chrome
  1. Click on 'Tools' at the top of your browser window and select Options
  2. Click the 'Under the Hood' tab, locate the 'Privacy' section, and select the 'Content settings' button
  3. Now select 'Allow local data to be set'
Microsoft Internet Explorer 6.0, 7.0, 8.0
IE
  1. Click on 'Tools' at the top of your browser window and select 'Internet options' , then click on the 'Privacy' tab
  2. Ensure that your Privacy level is set to Medium or below, which will enable cookies in your browser
  3. Settings above Medium will disable cookies
Mozilla Firefox
Firefox
  1. Click on 'Tools' at the top of your browser window and select Options
  2. Then select the Privacy icon
  3. Click on Cookies, then select 'allow sites to set cookies'
Safari
Safari
  1. Click on the Cog icon at the top of your browser window and select the 'Preferences' option
  2. Click on 'Security', check the option that says 'Block third-party and advertising cookies'
  3. Click 'Save'

How to check cookies are enabled for Macs

Microsoft Internet Explorer 5.0 on OSX
IE
  1. Click on 'Explorer' at the top of your browser window and select 'Preferences' options
  2. Scroll down until you see 'Cookies' under Receiving Files
  3. Select the 'Never Ask' option
Safari on OSX
safari
  1. Click on 'Safari' at the top of your browser window and select the 'Preferences' option
  2. Click on 'Security' then 'Accept cookies'
  3. Select the 'Only from site you navigate to'
ESE Direct Ltd, Wensum Works, 150 Northumberland Street,
Norwich, Norfolk, NR2 4EE
ESE Direct Sponsors Norfolk Wildlife Trust - Investor in Wildlife

Company Reg No: 1279230 - UK VAT No: 287 8262 10
Phone number: 0808 250 0780

ESE Direct are a Feefo Platinum Trusted Service Award Winner 2021 Secured by sage Pay, we accept VISA, Mastercard, Maestro, Paypal or payment via Proforma

 

*FREE UK mainland delivery on all orders above £45 Ex. VAT
(Excluding postcodes HS, KW, ZE, IV, AB, DD, PH, PA, GY, JE, IM, BT, Isle of Anglesey, Isle of Wight and Eire).

Eastern Storage Equipment Ltd was established in 1975 in Norwich, Norfolk, UK and was rebranded to ESE Direct in 2013.

 

All content, images and graphics, unless acknowledged separately, on this site are © copyright and may not be copied, modified or distributed in any form or via any medium without written consent of ESE Direct Ltd. E&OE.

 

© ESE Direct Ltd. / Eastern Storage Equipment Ltd. 2005 - 2021. All Rights Reserved. Calls may be recorded for quality and training purposes.

 

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