Frequently Asked Questions

 

Order Queries

Has my order been despatched?

Standard delivery orders should be despatched within 1-3 working days after ordering if goods are in stock. 

How do I change/cancel an order?

The easiest way to cancel or change an order is to email sales@brecklandscientific.co.uk or call our Customer Service Team on 01785 227227. Please note that if your order has already been processed or has been sent, the order is no longer editable.

I haven’t received my order.

If you haven’t received your order and you haven’t had an email regarding any delays, please email sales@brecklandscientific.co.uk for an order update.

When will my back order arrive?

Although we endeavour to have stock of most products, sometimes we will have to place items on back order. It usually takes a week before we have dates available from our suppliers, please email sales@brecklandscientific.co.uk or call 01785 227227 for an update.

How do I convert a quote?

If you have been provided with a quote by either the Customer Services Team or your Sales Support Manager, you will have been given a unique reference number. Please call us on 01785 227227 to convert this quote to an order, you will need your official purchase order number as well as your quote reference.

How much is delivery? 

We offer FREE standard 2-3 working day delivery on all orders over £75 excluding VAT for UK educational establishments. Orders under £75 are subject to a £6.95+VAT delivery charge.

Orders using your BSS Points delivery is free.

I am not a school, can I order chemicals? 

We supply and ship to educational establishments only. Private individuals or companies should place their order through our parent company Atom Scientific.

Delivery & Returns

An item is missing from my delivery.

Firstly, please double check the packaging inside the box as items can often get lost. If the item is small, for example cover slides, they may have been packed within another item, or if they need to be kept flat, for example hazard labels, they may have been packed between the cardboard box and the packing material. Please thoroughly check all boxes. If you are still missing an item please then contact our customer services department on 01785 227227 or sales@brecklandscientific.co.uk.

I received the wrong product.

If you feel that you have received the wrong product, please contact Customer Service within 72 hours of receiving the product on 01785 227257 or sales@brecklandscientific.co.uk. Please note that pictures on our website are representative, it is the title and description that you should go off. 

How long will my delivery take?

We aim to despatch standard delivery orders the same day provided items are in stock, transit can then be 2-3 working days. At the point of high demand, orders may take longer to be processed. If an item is not in stock, the entire order may be delayed so please let us know if you require part shipment. The stock levels are not indicated on our website so if you require an item urgently it is always advisable to contact our customer services department to check exact stock levels. Please note that we cannot 'reserve' stock, stock is only assigned to your order once an official order has been received. 

If you have selected one of our next day delivery options, provided the order is received before midday (Monday-Friday), this will be dispatched the same day and received the following working day. We are unable to provide timed deliveries, instead we deliver between 8 and 5pm Monday - Friday. If you have restricted opening times, for example during school holidays, please let us know.

Chemicals which are classified as "Hazardous Goods" under ADR regulations require a specialist courier and will take 4 - 5 days as standard. These cannot be placed on a next day delivery service.
Products (eg cultures) that require refrigeration may be delayed to ensure minimal transportation time, for example not sent over a weekend. If you require a temperature sensitive item (e.g. dry ice) for a specific date please contact us on 01785 227227.

Some items may take longer, for example bespoke water baths or specially imported microscopes. 

 

Returns & Exchanges

If you are not 100% happy with any product bought from us or simply have changed your mind, you can return it to us in its original condition within one month of purchase, for a credit or exchange.

Please contact us on 01785 227227 prior to sending and we will email you the returns paperwork. Please ensure the item is      resale-able and in its original packaging, to ensure a full credit can be given. If you paid via credit card and would like a refund rather than a credit note please specify this when organising the return.

If you wish, we can arrange for a courier to collect; there is a £15+VAT charge for this service.

Please note: Specifically sourced 'specials' are non-returnable unless agreed otherwise. In addition, we reserve the right to make a handling charge - full details can be found in our terms & conditions. We reserve the right to charge a restocking fee for returning goods.

For full Terms & Conditions please click here >>

 

BSS Points Queries

How do I join the Breckland Saver Scheme?

If you would like to join the Breckland Saver Scheme, simply give us a call or email us on sales@brecklandscientific.co.uk

How do I know how many points I have?

To check your points balance you can either call us on 01785 227227 or send an email to sales@brecklandscientific.co.uk

How do I order using my points?

You can either email the order through stating that you would like to use your points, call us on 01785 227227 and ask if you can place a points order or order on the website and use BSSPOINTS as the PO reference. Please note that you cannot use points to part pay for an order. 

How do I use my voucher code for points/goodybag on the website?

Our Goodybags get added automatically to orders over £400 net when the offer is valid. If you would like to claim the 10% points you would just add the voucher code e.g. AT22 to the comments box when you check out. Please note that this can only be used once per term and only on orders over £750 net.

Do my BSS POINTS expire?

The BSSPOINTS is a loyalty scheme, so as long as you remain a loyal customer, and keep placing paying orders, your BSSPOINTS will keep accumulating. If you do not place a paying order in 18 months you are no longer classed as a loyal customer and you automatically forfeit your membership to this scheme. 

How much is delivery?

Delivery for orders using your BSSPOINTS is free. Please note if you are placing standard paying orders then normal delivery charges apply. 

 

Pricing & Billing

I haven’t received my invoice.

Invoices get sent automatically to the finance email address on file when the order leaves our warehouse, we also send a hard copy along with the goods.

For copy invoices please email accounts.receivable@brecklandscientific.co.uk

Do I have to pay VAT?

Yes. As our website is a trade website all the prices are displayed exclusive of VAT, once you ‘checkout’ the total inclusive of VAT will be calculated.

When will I receive my credit note?

Credits get processed in batches every 2 weeks. If paying on account, a credit note will be posted out to you to counteract the invoice you will already have been sent. For updates on credit notes please email accounts.receivable@brecklandscientific.co.uk

 

Shipping

Do you deliver to the Outer Isles?

Unfortunately, we are unable to ship over water to any island or other country.

Do you supply outside the UK?

Although we only supply to mainland UK, we work closely with our sister company Eurostar Scientific who exports globally. Please contact them directly for a price list and delivery information.

Eurostar Scientific Ltd
113 Century Building
Summers Road
Brunswick Business Park
Liverpool L3 4BL
United Kingdom

Phone: +44 151 707 6742
Fax: +44 151 709 4102
Email: sales@eurostar-sci.co.uk
Web: www.eurostar-sci.co.uk