FAQ's: Frequently Asked Questions

We've collected together some of our most commonly asked questions below, covering topics including payments, deliveries and returns.

If you'd like to know something else, please call us on 01685 846666 or use the Ask Williams page to send your enquiry to the team. We will contact you with a response, normally within one working day.


I placed my order online - when can I expect delivery?

We aim to process all orders for in-stock items that are placed before 6pm, Monday to Friday, the same day that the order is received.

At times of high demand, such as before bank holidays, despatches may be delayed. If your order contains a non-stock item, or an item that is delivered directly by the manufacturer, the website will give an indication of when you should expect your delivery.

Some suppliers that deliver directly to you may contact you to arrange a convenient time, and to check access to your property.

If the website does not display any information about stock levels or lead times, please contact our Customer Care Team on 01685 846666 Option 2 or email customercare@wms.co.uk for more information.

Please note that chilled product lines are not despatched on a Friday to ensure they are held within our temperature guidelines.

If you need your order urgently, or to guarantee delivery by a certain time, please contact our Sales Team on 01685 846666 Option 1 and we'll be happy to help!

Where can I get copy invoices?

All your previous invoices and order history are stored in your online account tools. Simply log into your online account, go to Order History and click on the WSI link below the orders you need a copy invoice for.

If you don't have an online account, click here to set one up - it's free, simple to use and provides you with fantastic online reporting tools. If you want to speak to our Accounts Team, please call 01685 846666 Option 3 who will also be able to help.

What are your delivery charges?

All orders over £100 qualify for Free Delivey, but small orders with a value of less than £100 (excluding VAT) will attract a small order charge of £5.53 (excluding VAT).

Delivery of some larger items - and deliveries to non-UK mainland locations - may be charged more, and we may contact you after you order with more information.

How do I return a product?

Firstly, we're really sorry that you want to return something to us! Our Customer Care team will be happy to help you organise your return. Please call them on 01685 846666 Option 2 and they will arrange for the items to be collected from you.

Once the return is complete, your account will be credited or your card will be refunded.

I can't find a product on the website?

We try and make the website as searchable as possible, but in some cases the words you're using may be ones we hadn't thought of!

The website is organised into three main product areas - Equipment, Disposables, and Pharmaceuticals - which can be browsed using the menu at the top of the screen.

If you still cannot find a product please contact us on 01685 846666 option 1 and we'll be happy to help, or use the Ask Williams page to send your enquiry.

How can I track my order?

Once your order is despatched from our warehouse, you can track its progress online.

If you have a 30 day credit account, you can login to your account online and use the Track option next to each order on the Order History page.

If you don't have a credit account with us, simply visit the Order Tracking page and enter your order number and postcode to view its progress.

Alternatively, please call our Customer Care Team on 01685 846666 Option 2 and we'd be happy to help.

My order is missing or incomplete!

If you don't receive your order, or some of what you've ordered is missing, please feel contact our Customer Care Team on 01685 846666 Option 2 and we'll be happy to advise you and look into the matter further.

How can I create a credit account?

Creating a 30 day credit offers you extended credit terms, along with access to online Account Management tools.

If you'd like to create a credit account, contact our sales team on 01685 846666 Option 1. They will send you a form to complete and return to us.

Alternatively, download the relevant form:
Download GP Account Opening Form
Download Non-GP Account Opening Form


Setting up a credit account normally takes about 48 hours.

Where do you deliver?

We deliver to all parts of the United Kingdom and Northern Ireland. Our sister company Fannin Direct delivers to Republic of Ireland and take payment in Euros - please visit www.FanninDirect.ie to order.

Due to the nature of many of the products we sell, we aplogise, but we can't send orders overseas.

Can I specify a time for my delivery?

If you require your order to be delivered by a certain time, please contact us on 01685 846666, Option 1.

Depending on the nature of the products you need, we can arrange timed or Saturday morning deliveries.

What happens if I'm not in to receive my order?

The nature of the products we sell means that we require a signature on receipt. In most instances, our delivery partners will not leave your order with a neighbour or in a location you specify (such as the coal house or porch).

If you are not available when your order is delivered, the delivery service will leave you a card. You can contact them directly to arrange re-delivery. Alternatively, please call our Customer Care Team on 01685 846666 Option 2 and we'd be happy to help.

After three delivery attempts, your order will be returned to us, and we will try to contact you to arrange a more convenient time to receive your order.

General delivery information

We ship all orders using one of our carefully selected partners, which include UK Mail, City Link, TNT and PolarSpeed (for temperature controlled products).

We do not charge for delivery for orders over £100, but small orders with a value of less than £100 (excluding VAT) will attract a small order charge of £5.53 (excluding VAT).

The nature of the products we sell means that we require a signature on receipt. In most instances, our delivery partners will not leave your order with a neighbour or in a location you specify (such as the coal house or porch).

If you are not available when your order is delivered, the delivery service will leave you a card. You can contact them directly to arrange re-delivery. Alternatively, please call us on 01685 846666 and we'd be happy to help.

After three delivery attempts, your order will be returned to us, and we will try to contact you to arrange a more convenient time to receive your order.

Why can't I order Pharmaceutical items online?

Due to the nature of Pharma items, we have to ensure that the people we supply Pharma are authorised to obtain these items. If you're a heathcare organisation, please call us on 01685 846666 Option 1 and ask for your account to be Pharma Approved.

You'll then need to complete a form and return it to us by fax or email and we will authorise your account to purchase Pharma online and over the telephone.

My question isn't here!

If your question doesn't appear above - or if our answers aren't sufficient - please call us on 01685 846666 Option 2 or use our Ask Williams page.