Service FAQ's

Where is my order?

Your order should arrive within the estimated timeframe based on the delivery method you selected, which you can find in your order confirmation email. Many orders also come with a tracking link in that email, allowing you to check your order’s progress. If the delivery time has passed and your order hasn’t arrived, please contact our Sales team with your order details, and we’ll investigate it for you.

Can I cancel or amend my order?

If your order hasn’t yet been dispatched, there may be an option to cancel or amend it. Please reach out to our Sales team on 01833 690305 to discuss the details.

What should I do if my order hasn’t arrived?

If your order hasn’t arrived within the estimated delivery time, please contact us directly, and we’ll be happy to help.

What should I do if I didn’t receive an order confirmation?

You should receive an order confirmation email shortly after placing an order. If it hasn’t arrived, please check your spam or junk folder. If it’s still missing, feel free to contact us for assistance.

What if I received the wrong item or my order is incomplete?

If your order is incorrect or missing an item, please contact our team. We’ll work to resolve the issue as quickly as possible.

Can I track my order?

Depending on the delivery method, you may receive a tracking link in your order confirmation email. If you didn’t receive tracking information but would like an update, please contact us, and a team member will assist you.

Are your products recyclable?

We are committed to environmentally friendly practices, using recyclable materials like cardboard boxes and end caps. We’ve also partnered with FESPA UK Association to help customers effectively manage waste, recycle more, and reduce landfill. For more on our recycling programme, click here.

How do I find out when a product is back in stock?

Our website’s stock availability feature displays whether a product is in stock, out of stock, or has limited availability. You can also sign up for stock notifications and receive an email when your item is back in stock.

Do you offer PVC-free products?

Yes, we offer a range of PVC-free products, including films for digital print, vehicle wraps, paint protection, and more. For further information, contact our sales team or check our Material Product Guide.

What is the quickest delivery option?

We offer a range of delivery options, including next-business-day delivery by 9:30 a.m for orders placed before 6 p.m the previous day. Saturday delivery is also available for an additional charge. UK offshore and Northern Ireland orders are delivered in 2-5 business days.

What delivery options are available?

You can view all available delivery options here.

Does my delivery require a signature?

Yes, in most cases. You can request a “leave in a safe place” option by discussing it with our team and leaving a signed note for the courier.

What happens if no one is available when my order arrives?

If no one is available, the courier may leave the parcel in a safe place or with a neighbour, or attempt delivery on the next business day.

Can I collect my order?

For certain orders, we offer a Click & Collect service. Contact us for more information.

What is the cut-off time for next-day delivery?

Material orders placed before 6 p.m qualify for next-day delivery within the UK mainland.

For Chevron Kits, multi-kit orders placed before 12 p.m or single-kit orders placed before 3 p.m will be dispatched same day.

Contact our Sales team for more information.

What payment methods do you accept?

We accept BACS payments and offer financing through Mondu for ROLLSROLLER orders, allowing payments over 3-6 months. We also accept American Express, Debit MasterCard, Visa, and other major credit cards.

What should I do if I experience payment issues?

If you’re having trouble with payment, contact us, and our team will gladly assist.

Are your prices inclusive of VAT?

All prices are shown exclusive of VAT.

VAT will be added at checkout.

How do I return or exchange an item?

Please contact our Sales team on 01833 690305 to arrange a collection from your location.

What if my item is faulty?

If you’ve received a faulty item, please provide the product information and any relevant images showing the fault. We’ll arrange to collect the item and provide a replacement.

How long does a refund take?

Refunds are typically processed within 3-5 business days back to the original payment method.

What should I do if my refund amount is incorrect?

If there is an issue with your refund, please contact us as soon as possible so we can correct it.

What is your return policy?

Returns are subject to approval. Custom-sized products may not be eligible, and a 20% restocking fee may apply if the item can be returned to the supplier.

How do I sign up for an account?

Visit our homepage and click the “Sign In” icon in the top right corner. Scroll down to the “Apply for an Online Trade Account” section, fill in your details, and click “Request Your Account.”

Alternatively, please click here.

Do I need an account to order?

Yes, as a trade-only supplier, William Smith requires a trade account to place orders and view online prices. Register by calling our Sales team or applying online.

How do I reset my password?

To reset your password, visit the “update your password” section of your account or click here.

I’m having trouble signing in. What should I do?

If you’ve forgotten your password, click here to reset it. For other sign-in issues, please contact us.

How can I access my favourites?

Access your saved items in the “Your Favourites” section of your online account.

Where can I view my order history?

Your order history is available on the main page of your online account under “Your Orders.”

Can I reorder a previous order?

Yes, go to “Your Orders” in your account and click “Reorder” to add the item to your checkout.