Help
Online Ordering from LION
To help you make your ordering process easy and efficient, we have compiled a list of the questions we are most freqently asked about the LION online ordering system. If you have any other questions, or would like more information on our products or services then please send an e-mail to info@lionpic.co.uk or call us on 0121 773 1230
Ordering Online
- How do I place an order online?
- What is my 'Essentials List'?
- How do I know that my order has been received?
- What are your minimum orders?
- What are your carriage charges?
- What is your delivery policy to UK offshore and Scottish Highlands delivery?
- When will my order be delivered?
- Do you deliver in Europe and overseas?
My Account
- How do I register on the LION website?
- How do I edit my online account information?
- What do I do if I forget my password?
Pricing & Billing
- How can I pay for my purchase?
- How can I apply for a LION Customer Credit Account Facility?
- Are receipts sent with deliveries?
Returns & Refunds
- What is your returns policy?
- What do I do if I think you have sent me the wrong item or you have forgotten an item?
- I think I should have received my order by now, how do I check?
Security
- Is it safe to purchase goods from lionpic.co.uk?
- How do you protect my information?
Other Ways to Order
- Telephone
- Fax
- Mail
- Email
- At the LION trade counters
Additional Help
If your question hasn't been answered please feel fee to contact us.
How do I place an order online?
- On the first occasion you will need to register. If you are an existing Lion customer please try and give us your customer reference number, which is usually four letters and two numbers and can be found on any invoice or statement you have received from us. If aren't sure you can always phone us on 0121 773 1230 and we will check for you. Once we have your customer reference number, your online account will be associated with your record here in our office so that you will be able to see any special prices or discounts that we have agreed. The system will also recognise if you have credit account facilities.
- Once you have registered, you can search for products either by part number or description, or you can browse the product categories.
- Select the products you require by entering the quantity you need and clicking on the 'Add to Basket' button. Note that quantites for moulding are entered in metres.
- Then either continue shopping or proceed to the Checkout. Once in the Checkout you will be asked to confirm your delivery details - at this stage you can add a new delivery address .
- If the system had detected that you hold a credit account then you can choose to pay this way. Otherwise you wil be taken through a secure credit / debit card payment procedure, provided by Protx. The funds will be reserved on your card and then once we have prepared the invoice, the precise amount will be debited.
- If you have ordered moulding, the actual value of the invoice will vary from the amount of your online order as moulding lengths vary, and we send the nearest number of full lengths to the number of meters you order.
What is my 'Essentials List'?
You can choose to add any item from our online catalogue to your 'Essentials List'. This will allow you to place orders for the items you use most often more quickly - you simply go into your essentials list, find the item you want and click 'Add to Basket', then change the quantity as appropriate.
How do I know that my order has been received?
Upon receipt of your order you will receive an automatic e-mail confirmation with an order summary. If there are any problems with your order you will be contacted by a member of our sales team within one working day.
What are your minimum orders?
Standard minimum order is £30 ex VAT & Carriage. We are a trade supplier and we supply at trade prices. The costs of processing, picking, packing and invoicing your order are disproportionate on small orders.
Moudling minimum order is £50 ex VAT & Carriage. Any smaller quantity of moulding than this is too fragile and liable to be damaged during handling by the carriers.
Mountboard minimum order is 20 sheets, which can be made up of different colours and brands of boards. Again, mountboard is very easily damaged. We have special boxes for despatching mountboard in that are designed to hold 20 sheets. If they are not full the boards will be damaged in transit
What are your carriage charges?
Our basic carriage charges to mainland UK addresses are:
Goods (ex VAT) up to £130-00 - £5-10 (Standard 2-3 working day service)
Goods (ex VAT) over £130-00 - carriage FREE (Standard 2-3 working day service)
Next working day delivery is £7.75 on goods of any value.
Next working day delivery on moulding is £10.00
What is your delivery policy to UK offshore and Scottish Highlands delivery?
- We try to offer the best possible delivery service to our many valued customers in Northern Ireland, the Isle of Man, the Channel Islands and the Scottish Highlands and Islands. Parcels are sent by the most economical method possible and the carriage charge is £9-00 on orders up to £200-00, over this value carriage is free.
- However, the carriage charge for orders containing moulding is £20-00, but is free if the order value is over £300-00. If you are not sure if your location would count as Scottish Highlands (the definition does vary between carriers) please contact us. When you place and order they system will detect whether your postcode is in one of the exceptional areas.
- For the Isles of Scilly, we charge normal mainland carriage to deliver to the Isles of Scilly Steamship Company.
When will my order be delivered?
If you have selected our standard delivery service, you will receive your order within two to three working days, with the exception of some UK offshore and Scottish Highlands addresses. If you have selected our 'next working day' delivery service you will received your order on the next working day if you have placed your order before 11.30am. If you place your order after 11.30am you can still select next working day delivery, but it will be for the following working day.
Most orders will be delivered by DPD, but orders containing moulding or large pieces of equipment will be delivered by Tuffnells. We are not able to offer timed deliveries, but if your shop is closed on a certain weekday, please let us know so that we can arrange your despatch so that the goods do not arrive when you are closed. Both our carriers require you to sign for your goods and assume that your premises are clearly marked and are open from 9am to 5.30pm on weekdays. If you think this will pose a problem, please ask to have your goods delivered to an address where someone will be available to take delivery of the goods.
In the unlikely event that your goods appear to be damaged when they are delivered please sign for them as such and then contact us, or if the condition of the goods means they are totally unusable, please refuse the delivery and then contact us.
For all queries about your online order, please contact our Birmingham head office on 0121 7731230 or at info@lionpic.co.uk, even if you are closer to Lion South. All online orders are processed in Birmingham.
Do you deliver overseas?
We export worldwide, but unfortunately it is not possible to use the online ordering service to place an export order. Please e-mail our export department at gethin@lionpic.co.uk or call us on +44 121 773 1230. Please note that carriage rates and charges applied through the LION On-Line Ordering System are valid only for deliveries to UK addresses. Carriage charges on orders for delivery outside the UK will normally be higher and will be charged at cost. We also reserve the right to apply an export administration charge.
Eire - Our minimum order for shipment to Eire is £30. Carriage is at cost and payment is by credit card, cheque or bank transfer in pounds Sterling.
Unfortunately we are unable to accept payment in Euros at the moment due to the very high bank charges we incur. To place an order, please contact Phil Stainton
e-mail: gethin@lionpic.co.uk
Tel: +44 121 773 1230
Fax: +44 121 771 2540
How do I register on the LION website?
- If you are and existing customer - provide us with all the details required, including your customer reference number. You can find this on any invoice or statement you've had from us, and you can phone us on 0121 773 1230 or email info@lionpic.co.uk - we'll need your postcode and address details to find it.
- If you have never ordered from us before, fill in your details and the system will automatically allocate you a customer reference number.
How do I edit my account information?
Simply log in and then click the 'My Account' tab, you can then change your details or add new delivery addreses.
What do I do if I forget my password?
Click on the Forgotten Password link below the customer login box and follow the instructions. The 'password reminder' you set when you registered will be sent to the email address you use to log in.
How can I pay for my purchase?
Customers who have a LION credit account facility can use this when placing online orders. Otherwise you can pay by credit or debit card (except American Express). Online payment facilities are provided securely by Protx.
How can I apply for a LION Customer Credit Account Facility?
Many of our customer have a Credit Account Facility. Payment for any goods received by you on account should be received by us before the end of the month following date of delivery. If you would like to open a credit account, please ask for an application form or click here to download the form as a PDF file (you will need Adobe Acrobat Reader to do this).
Are reciepts sent with deliveries?
No, you will receive a delivery note with the order, and your invoice will follow in the post with any credit card slip attached if appropriate.
What is your returns policy?
We have a very generous returns policy, so the you may buy from us with confidence. A returns form is included in every parcel, but if you can't find it please click here to download one. If you wish to return anything please complete the form in full giving reasons and enclose with the parcel. Please mark your parcel 'RETURNED GOODS'. This must be done within 21 days of receipt. You should enclose manufacturers original packaging. Carriage will usually be refunded if the return is due to some fault of LION. If your parcel is obviously damaged when you take delivery, please ensure that you either sign for the goods as damaged or refuse the delivery altogether. If you find that we have made a mistake with your parcel, please call us so that we can resolve the problem.
What do I do if I think you have sent me the wrong item or you have forgotten an item?
Please contact us withing 7 days of opening your parcel and we will rectify the problem. Please email Debby Gaff debby@lionpic.co.uk or phone her on 0121 773 1230 ext227
I think I should have received my order by now, how do I check?
If you think you should have received your order, please contact us info@lionpic.co.uk or 0121 773 1230 and we will check with the carrier. If you have not been at the the delivery address the whole time, it may be worth checking with colleagues or neighbours to see if they have signed for the delivery.
Is it safe to purchase goods from lionpic.co.uk?
We utilise industry-standard 128 bit Sockets Layer (SSL) technology to encrypt all your personal information.
How do you protect my information?
We fully conform to the Data Protection Acts so at no time will we release your details to organisations outside LION without your express permission.
Other Ways to Order
By Telephone:
Please call to place your order between 9.00am and 5.00pm, Monday to Friday. Orders for next working day delivery must be placed before 11.30am on the day of despatch.
Nationwide despatch and exports - 0121 773 1230 (Select option 1 for sales)
Deliveries in the LION South Van Area, which is roughly the area 25 miles to the south and west of the Hayes / Heathrow area - 020 8848 4558
Please quote your LION Customer Reference Number, if you have one. If you are a new customer we'll set a reference up for you over the phone. If you will be paying by credit card, please also have the card number ready.
Next, we will ask you to quote the part numbers of the items you wish to order, and then the quantity. We will then confirm the description and quantity back to you. If any items are out of stock we will try to inform you of that at the time of taking the order and to discuss possible alternatives. It is helpful if you make it clear to us if you urgently need any of the items you have ordered.
By Fax:
You can fax us at any time, but orders for next working day delivery must be received before 11.30am on the day of despatch.
Nationwide despatch and exports - 0121 771 2540
Deliveries in the LION South Van Area - 020 8813 6241
We are a trade supplier and all of our prices exclude vat at the current rate of 17.5%. Please remember to include VAT when you are calculating the value of your faxed order.
Use either the LION Quick Service Order Form (click here to download one), or your own order form. Please remember that we have a minimum order of £30 and make sure you quote your customer reference number. Please supply us with our part numbers, descriptions and exact quantities for all the items you require. Catalogue page references are not necessary.
Please also make sure you give us a telephone number so we can contact you if there are any queries.
By Mail:
Please send your orders to:
LION PFS Ltd
148 Garrison St
Heartlands
Birmingham
B9 4BN
You can use plain paper, your letterhead, your official order form or the LION Quick Service Order Form (click here to download one) - plea