General FAQ

Here you will find a selection of commonly asked questions about our shop, products or services in general. Just select a question below to reveal its answer.


When you Log-In or when you use a My-Account link, you will be sent to your Account Dashboard area. Here you can set your account details like billing and shipping addresses, alter the email address used for the account and set a new password. The dashboard is split up into tabs, quick details on each area can be found below.

Note: Ignore downloads please - we don't offer any.

Your account dashboard

Dashboard: This tab leads to the account homepage. There are links on it to the shop, privacy policy, terms and conditions and our contacts page.

Orders: On this page you can find a list of your orders with the last order you placed at the top. On each individual order page is listed the date the order was received and its current condition (processing/completed). Products included on the order are listed with their price, with the orders overall shipping cost, VAT and total. The orders billing and shipping addresses at the time are also shown here.

Addresses: You can set or alter the default addresses used by the shop system on this page. These details are used to pre-populate the fields used for both the billing and shipping addresses. We recommend setting to the Billing Address to match the payment method you use to pay for orders to ensure payment is successful.

By default the system uses the billing address first. On checkout, you can select an Different Shipping Address by ticking the checkbox. You can alter both addresses during checkout for a single order if you wish.

Account details: Here you can alter the user name and set the email address the shop uses to communicate with you. This email address is used by the system to send notifications for orders and messages. You can also Alter your Password here, simply enter your existing one before twice entering a replacement password.

Logout: Clicking logout returns you to you account dashboard, where you need to confirm the logout request before it can happen. Once confirmed, you will automatically be taken back to the account log-in page.

Once you are happy with the contents of your cart you need to click Proceed to Checkout. The checkout page is where you confirm your order, select a shipping address and add a note to the order before you make a payment and place the order. Checkout has various sections for you to review and fine tune an order before you place it, you can find details of them below.

Payment for each order becomes due in full before you can place it on the shop.

Discount Code
Here you get a final chance to input a coupon code and get a reduction on your carts total price.

Billing Addresses
If you have filled in the billing and shipping addresses within your dashboard, these fields will be pre-populated and wont need changing. Ensure your Billing Address is set to the same as your payment method to help ensure your payment is accepted. A Valid Email address is required for order and dispatch confirmation. To set up Delivery to a Different Address, simply tick the box and alter the fields for the alternate address.

Create An Account
Shoppers can choose to checkout as a guest or create an account if they intent to come back. Simply select the checkbox and then create a password. Once your order is placed, the account is created and you can log-in using your email and the password.

Order Notes
Enter any instructions regarding the order, delivery or any further requirements in the box provided.

Order review area

Order Review
The order review lists the contents of the order with the products and their prices with the shipping and VAT costs.

Free Shipping
Free Shipping can still be selected if eligible and hasn't been selected at this point. Once it is selected, the shipping, VAT and total costs should be altered to display any changes.

Payment methods area

Payment Methods
Listed here are the methods of payments available on the shop or by your account. If several are shown simply select and tick the one you wish to use.

Terms & Conditions
The term and conditions indicator will need selecting (ticking) to indicate your consent and understanding of them before you can continue to making payment.

Grand Total
The final cost of this order is displayed here in GB Pounds.

Payment
When you're happy with the order and are ready to pay and place the order, you'll need to click the Pay Now button. On pressing it you will be sent to the shops payment service provider.

Sage Pay
On pressing the Pay Now button on the checkout page you are sent to the shops payment service provider Sage Pay. There you can see how much is left To Pay, along with a selection of possible payment methods. Simply select one method, follow its instructions and enter your payment details. Click Confirm to make the payment and place your order on the shop.

Once payment has been verified, you’ll sent back to the shop and the order confirmation page. The shop sends you an email to confirm the order has been received and is now visible in your order history. Once the order has been checked and stock allocated, its status will be updated. You'll then get an email reporting its been sent to dispatch for delivery.

Our accounts department will send you a final receipt/invoice of your order for your own records.

A signature is required on delivery of shop orders and the goods should undergo a quick visual check for package Damage before you sign. Report any damage you find to the driver and also note it when your sign for the delivery.

If any damage is found you also need report it to us within 24 Hours to be covered by our returns procedure. You can email us at tmsales@tennantsuk.com or phone on 0115 9738088 our Office Hours are listed on the contact us page.

If you have lost or forgotten your password, simply click this link and follow the instructions to create a new one. This shop has a built in system to cover Forgotten Passwords. If you have lost your password, simply go to Log-In like normal but click the lost password link on that page.

Forgot Password - then click this link

You will then be taken to a reset password page where you will need to enter your email address. Please use the same email linked to your shop account. The shop system will then send an automated email with a link for you to set a new password for the account.

Enter your email to reset your password

Changing your password can be done from within your Account Dashboard. The dashboard allows you to alter your account settings, your password can be found within the Account Details tab.

Simply click to load the edit account page and then locate the password fields, you will need to enter your current password first to validate any changes. Then, you can enter and then confirm your new password. Click the Save changes button to update the settings. You will need to enter the new password when you next Log-In.

Change your password here

There are several locations with links leading to the customer Log In. These are the Top Bar located on the right hand side of the page, the main navigation using the Account Pages and on the footer within the Account Links.

You can use this link to Log-in

All these links lead to a system controlled 'my-account' page with fields for your user name and password. Once logged in or when using the account dashboard link you will automatically be be sent to your Dashboard area.

Your account dashboard

To Log Out either click the link at the top right of the page which will take you to your account dashboard to confirm the instruction.

Use this link to Log-out

Alternately you can return to your Account Dashboard and once there click log out. The page will then reload and ask you to then confirm your intention. After logging out you will be sent to the log-in page, product prices will hidden on the shop and you will be unable to buy any goods without logging in once again.

To view your Order History, browse to your account dashboard and select the My Orders tab.

Click here to view your Orders

On the orders page you will find a list of your orders with the last order placed at the top of the list. On each individual order page is listed the date the order was received and its current condition (processing/completed).

Your orders are listed here

Products included on the order are listed with their price, with the orders overall shipping cost, VAT and total. The billing and shipping addresses selected at the time are also shown here. To reorder an order simply click the Order Again button, this features adds the goods of an order to your cart but with current pricing.

A completed order

All shop orders must be checked on receipt of delivery and any Missing Goods reported to us within 24 Hours. In fact you should check the delivery for damage and inform the courier and report it to us as well.

If anything is found to be missing report it directly to us at Tennants UK within 24 hours of delivery to be eligible for refund or replacement. You can email Tennants UK at tmsales@tennantsuk.com or phone our customer services on 0115 9738088, our office hours can be found on the contact us page.

You get an Order Received Confirmation, once you've been through the checkout process. It will provide you with an order number along with a list of the items. And it shows how much you paid for shipping and where it's being delivered to.

Your order received confirmation

An Order Received confirmation is also sent automatically by email, when the shop receives your new order. You can see an example of this in the picture below

Emailed order confirmation

The order confirmation email is only sent once you have been through the checkout process and have paid for your goods. This email is only an acknowledgement but you will receive further confirmation later on that your goods have been packed and sent for dispatch.

Finally, our accounts department may send you a final receipt/invoice for each order you make for your own record keeping.

To place an order browse the shop, adding items to your cart as you go using the Add To Basket buttons. The shop confirms when a item has been added to the cart and you can adjust any quantities on the cart page. Once you are satisfied with your selection go and view your cart. The cart page is split into two sections, an Order List and the Cart Totals.

Order List
The order list provides a breakdown of all the items in the current cart. Products are listed with unit price, current quantity and subtotal. Clicking a product image or name will take you to that items product page. To remove a particular product simply click the left hand Cross and that item will be automatically removed from the cart. Quantities can be altered by adjusting each products amounts and then pressing the Update Cart button. At the bottom of this section there is also a box for entering a Coupon code with an Apply Coupon button to apply its effects to the carts contents.

To place an Order add items to your cart

Cart Totals
The cart totals section is where the order totals, shipping costs and VAT figures can be found. Free Shipping, if eligible for this cart can be selected here for delivery costs. Once you’re happy with your cart contents click the Proceed to Checkout button, and you’ll be forwarded to make your payment.

The cart totals are below the items list

Checkout

The checkout page provides an order breakdown and a final chance to enter any coupons or alter the shipping details. The term and conditions indicator will need selecting (ticking) to indicate your consent and understanding before you can continue to making payment.

Payment for each order becomes due in full immediately when you place an order.

On pressing the Pay Now button you will be sent to the shops payment service provider Opayo previously SagePay. You will see an order summary and its total cost along with a selection of payment methods. Simply select a method and then follow its instructions and enter your payment details.

Once you’ve finished entering your payment information and its been verified, you’ll sent back to the shop to an order confirmation page. The shop will also automatically send you an email to confirm the order has been received and is visible in your order history.

We use a national carrier and ship our goods using their Next Working Day service. This means most orders, ship the day after they've been received. The shipping address used for delivery is selected by you and the delivery costs added to the order during the checkout process.

All orders must be checked on receipt of delivery and any shortages or damage to packaging, noted in writing with the delivery driver and signed for as damaged. Individual goods should also be checked for damage or missing items and if any found reported directly to us within 24 Hours of delivery, to be eligible for refund or replacement.

You can use your discount coupon by entering its Coupon Code on the Cart page or when Checking out. Simply type the code into the discount field and click the Apply Coupon button to apply it.

Cart page
The cart page is split into two sections, an order list and the cart totals. The order list at the top of the page provides a breakdown of all the items in the current cart. Each product is listed with their unit price, current quantity and subtotal. You can alter quantities and remove items completely on this page.  At the bottom of this section there is also a box for entering a Coupon code with the Apply Coupon button next to for apply its effects.

Enter your code into the coupon box

Checkout page
The checkout page has the discount code section at the top of the page, since this is the last chance to apply a coupon to the order. Just like the cart page, there is a box for entering your Coupon code with a Apply Coupon button right next to it.