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Frequently Asked Questions

Got a question? Check to see if your question is answered here.

Who do you sell to? is a business to business website that provides wholesale sales of a range of items. You must apply in writing to open an account and be able to show that you have a trading history either online or on the high street.
How do I open an account?
Find full details of how to apply for an account here.
Do your prices include or exclude vat?
All of our prices EXCLUDE VAT.
How do I order items from the WDL website?
You can only place orders when your account application has been accepted. You must then logon to the website using your email address and password. Once logged on, you can search for items using the search box at the top of each page.

The search box allows you to enter a keyword for the product you wish to find. It also allows you to search for a catalogue number or on a barcode.

Enter the quantity of the item you wish to order and hit the Update button. A basket image This symbol means that there are some of this item in your basket will appear showing you that this item is now in your basket.

When you have added all the item you want to order, choose one of the View Basket options. You can review your entire order and make changes to the quantities you have ordered on this screen. When you have finished, press the Continue To Place Order option and follow the checkout instructions.
I have forgotten my password, what do I do?
Go to the main logon screen by selecting the Login option from the very top of the page. Enter your email address and use the option below to have a password reminder sent to you.
How do I change my password?
To change your password, logon to your account and select the My Account option from the very top of the page. Next, choose the Change Password option under Account Settings shown on the left hand side of the page and follow the instructions to change your password.
Do you provide stock feeds and price feeds?
Yes, you can find links to download stock feeds and prices feeds on the left hand side of the My Account screen. You can find more detail about the format of the file and how to access it here.
How do I return faulty or damaged goods?
If you have items that are damaged or faulty you can request a Returns Authorisation online by logging on to your account.

As soon as you logon to your WDL account, you will see a list of your recent orders (or choose the "View all orders" option).

From this screen, you can click on the order reference number to see the details of each order. Each line that has been shipped on the order will have the option to "Request Return". Selecting this option allows you to send a "Returns Authorisation" request to our Customer Services team.

For each item you want to return, you need to provide the relevant information including the reason for the return. If the the item is being returned because it is damaged, you must then provide a description of the damage. If the return is because you have and incorrect item, you must let us know which item we have sent you and which you were expecting.
What if I have received the incorrect items or the incorrect quantities in my delivery?
If you have received too many or too few of an item (overs or shortages) or if you have received the wrong item, follow the same process as for returning Faulty or Damaged goods explained above. Be sure to clearly let us know the item or quantity that you ordered and were supposed to receive and the quantity and item that you actually received.
What tools do you have to make bulk ordering quicker? Can I use a spreadsheet list of item to place an order with WDL.
We have an "Item Dump" facility that lets you paste the contents of a CSV file or excel spreadsheet list into our site and populate your basket from it.

You can find out more about the Item Dump feature here.
What are your contact details? How can I contact you?
We handle the majority of our enquiries via email and if you need to contact us to ask a question please email us at the following addresses:

  • Order information and general enquiries:
  • Product returns

If you have an urgent enquiry or need to speak to us, you can call our customer service team on the number below:

  • Customer Services telephone number: +44 (0) 1451 823144

You can see our full contact details on our contact page.
What are your Terms and Conditions
You can see our Terms and Conditions here.
Can I see a list of back orders or outstanding items? How do I see the items I have ordered but that have not been shipped yet?
You can view a list of backorders from your account screen, Logon to your account and choose the "My Account" option from the very top of the web page.
A list of your orders is displayed and in the menu on the left hand side of the web page under Order Details, you will see the option View Outstanding Items. This will show a complete list of all items that are on order but have not yet been shipped.
Who do you use for deliveries? Can I track the deliveries that are on their way to me?
We use Parcelforce next day for our deliveries and we record the shipment's tracking number/consignment number when we dispatch the shipment. The tracking number is displayed against the list of shipments that you can see on your "My Account" screen. Logon to the WDL site and choose the My Account option from the top of the web page. Then choose one of the View Summary options from the left hand side of the page. This will show a list of the shipments that have been dispatched to you with a tracking code. Clicking on this tracking code should take you to the couriers website and show you the latest update for your delivery.
If I add items to my basket, will they be remembered if I log off or close my browser?
Any items you add to your basket will be remembered even if you log off or close your browser window. Your basket will only be cleared down if you complete the checkout process, remove the items from your basket by entering a zero quantity for them or choose the Clear Basket at the bottom left of the View Basket screen.
Do you charge any delivery fees?
If you order more than £250.00 worth of goods in one order, you will not incur a delivery charge if within Europe. Orders for less than £250.00 will have a delivery charge added and shown at the checkout stage before you confirm your order. The delivery charge is dependent upon the delivery destination.
Can I cancel an item after I have placed my order
As a wholesaler, all orders placed with us are firm orders.
To cancel an item that has been on order for 5 days or more please email in with your order number and reason and we will take it into consideration.