Browse questions frequently asked Directa, about our products and the services we offer.

Common FAQs

Q: What are your Hours of Business

Telephone Support is available to customers from 9.00 a.m. to 5.30p.m. Monday to Friday.

Out of hours, customers are invited to email the department you wish to contact or alternatively leave a message on our answerphone and we will respond the following working day.

Q: I have ordered the wrong product

Directa (UK) Ltd have a no quibble guarantee.

Please return the goods unopened to:

Directa (UK) Ltd, Cold Norton, Essex CM3 6UA.

We will then be able to check the goods and refund your card or account.

Q: What if I would rather order by phone?
If you’d rather order by phone, we’d be delighted to hear from you, please call us on 01621 828882 with your requirements (during normal hours of business) and we’ll do the rest.
Q: Warranties and Guarantees

All statements, technical information and recommendations contained on the Directa (UK) website are based on tests we believe to be reliable, but the accuracy or completeness thereof is not guaranteed and the following is made in lieu of all warranties, express or implied.

Seller’s and manufacturers only obligation shall be to replace such quantity of the product proved to be defective.

Neither seller nor manufactuer shall be liable for any injury, loss or damage direct or consequential, arising out of use of or the inability to use the product.

Before using, user shall determine the suitability of the product for his intended use, an user assumes all risk and liability , whatsoever in connection therewith.

No statement or recommendation not contained herein shall force or effect unless in an agreement signed by officers of seller and manufacturer.

Q: Can I have directions to Directa?

Directions and a map are available on the site

Q: How do I open an account?

Existing accounts are invoiced following despatch and enjoy 30 days FREE CREDIT.

To become a Directa account, please download the Application for Account Facilities form, complete it and fax to 01621 828072 with your opening order.

Our Credit Control team on 01621 828882 will deal with it post haste.

Q: What Quality Assurance do you have?

We are BSI registered to BS EN ISO 9001: 2008, our certificate is available to view by clicking link.

Q: What are your opening hours over Christmas?

Directa (UK) Ltd will shutdown at 5:30pm on December 22nd and re- open for business on January 2nd at 9.00 a.m.

Orders for in stock items, requiring despatch before christmas, should be placed by December 15th.

During the Christmas period customers can continue to place orders on account or by credit card on our website

Account customers can also fax orders to 01621 828072 or email to

Goods ordered through the shutdown period will not be despatched until we return on the 2nd.

Q: Where do I find website customers Privacy Policy

You can click here to download a copy of our up to date, GDPR compliant, website users Privacy Policy.


Your Account

Q: Can you tell me my password?

If, for any reason, you are unable to remember your password just go to our "Password reminder" page.

Enter your registered email address then click "Continue" to have instructions on how to reset your password emailed to you.

Alternatively email for assistance.


Q: Why are some of your catalogue products not on your website?

Should you find that a product in our catalogue does not appear on our website, it usually means that product has been discontinued. We can usually offer an alternative item please contact us

Q: How do know if a product is in stock or not?

Directa stock thousands of products, and have a reliable supply chain for delivery of thousands more, on a short lead time.

In order to give you the most accurate stock promise, we have developed a 'Check Stock Now' button which you can see at product level when you go through the online categories.

Click this button and the website will do a real time check on our warehousing system and advise the stock position.

This process also occurs automatically when you are in the ordering phase, so as to ensure you know exactly when the goods will be available, allowing you to plan accordingly.

You can also call us on 01621 828882 to check if stock is available.

Q: Do you do variations of the products shown?

Yes we do… loads of them! Please email or ring 01621 828882 and tell us exactly what you want, whether it’s a different colour, width or logo on whatever product. Tell us what you want, we’ll do our best.

Q: How do I find products on your website?

You can search for a product by manufacturer, product name / model or its generic name using the Search box in the header bar.

For best results try keeping your search strings simple (ideally one word).

E.g. If you are looking for a ‘No Smoking Sign’ just type in ‘No Smoking’

If you are looking for ‘Gaffer Tape’ just type in ‘Gaffer’.

If you are really struggling please give us a call on 01621 828882.


Q: Can I get better prices?

Prices online reflect the current Directa (UK) price and we believe offer good value for money.

Some customers do enjoy better prices on some products based on the amount they spend as an account, or on particular products.

These preferential prices will be visible to these customers when we do the next upgrade and release of the Directa (UK) website. They will only be visible after the customer has logged in with their account number.

Customers who have these specific prices should continue to order them over the telephone, but may find the convenience of web ordering worthwhile for smaller volume, ad-hoc buying when there is little to be gained from a negotation process.

If you have a large quantity of products to purchase or buy an item on a regular basis we would be very happy to quote you. Please either ring us on 01621 828882, email us at

Q: How long are prices fixed for?

The prices in the Directa (UK) Website are dynamic. This means they change in response to market conditions, raw material prices, cost prices from our suppliers and so on. Prices can go down as well as up!

At all times we attempt to price our products competitively on the website for ad-hoc requirements for larger quantities we are very happy to quote.

Offical quotations do come with prices held for a fixed period stated on the quote, usually 30 days.

Q: Do prices include VAT?

As we are a B2B distributor, our products and services are deliberately shaped and geared towards industry.

To that end we quote our Prices exclusive of VAT.


Q: What is the minimum order value for Free Delivery?

The minimum order value for free delivery is £15.00 and is only for orders placed online and for delivery to the UK mainland. If you need a definite delivery 24 hour you will need to call 01621 828882 to see if there is a cost for this before you place your order online.  Also you will need to call us for a delivery charge before ordering if you are outside the UK Mainland.

Q: Deliveries- What delivery options do you offer?

Directa offer customers a range of delivery options for you to choose from.

Our standard delivery is free for all orders placed online that are being delivered to the UK Mainland. for stock items the despatch is same day, or if the order is received later in the day, the next day.  If you are ordering outside mainland UK then a postage charge will apply and you need to call 01621 828882 before proceeding with your order.

We value all orders big or small, but for orders placed not via the website but via other ordering options (i.e phone or fax), then the following postal charges will apply:

Order value £15.00 - £49.99 - Charge will be £7.95

Order value £50.00 - £99.99 - Charge will be £11.50

Order values over £100 – Delivery is Free

Bulk pallet delivery’s Charges may apply

24 hours deliveries P.O.A (price on application).

All Non mainland U.K. (INCLUDING Highlands & Islands) P.O.A (price on application)

All Export Deliveries P.O.A (Price on application)

Delivery is free when you spend over £10.00 online only.

Other options are available to account holders placing their order on account these include:

  • Tuffnells 24 Hour Delivery
  • Tuffnells Before 9.30 a.m.
  • Tuffnells By Midday
  • Tufnells Saturday
  • DPD Two Day Service
  • DPD Anytime
  • DPD before 12:00pm
  • DPD before 10:30am
  • DPD Saturday and Sunday
  • DPD Saturday before 12:00pm
  • DPD Saturday before 10:30am

The cost of these special delivery options varies by weight of order (given we sell some diverse products - grit bins, bubble wrap, mortar…). Account customers should advise us on their order form that they want a special delivery and we will come back with cost of delivery by email.

If in doubt, give us a call on 01621 828882.

Q: What shall I do if my goods are faulty or have been damaged in transit?

Please return the item to our address via recorded delivery, including the invoice and a small note explaining the reason for return. FAULTY GOODS HAVE TO BE RETURNED WITHIN 28 DAYS. As soon as we receive the item and it has been tested we will either refund your card/ account or send a replacement product.

In the event that you need a quicker turnaround, please call our sales teams on 01621 828882, who will be glad to help.

Our address:

Directa (UK) Ltd, Cold Norton, Essex, CM3 6UA

Q: My delivery has not arrived?

Most products are usually delivered in 3-5 working days. Occasionally, due to postal delays they can take longer. We have to allow up to 7 days before we are able to start tracing lost parcels, unfortunately we cannot do anything for you until this time has expired. Please contact 01621 828882 if you do not receive your item(s) within this period, so we can help to retrieve your goods. We apologise for any delay.

Q: How much is delivery to Northern Ireland, Highlands and Islands, Channel Islands and Isle of Man?

Our Free Delivery Charge holds true across the Mainland UK. There will be a postal charge incurred for any deliveries to Northern Ireland, Highlands and Islands, Channel Islands and Isle of Man.

If you are requiring delivery to any of these areas please contact us first before placing your order online and we will advise you of the postal cost.

You can call us on 01621 828882 or email


Q: How do I purchase an item?

Directa prides itself on being a flexible supplier, in keeping with this we offer a range of options on ordering so that customers can choose the one that suits them best.


On there are a number of options

  1. Search or Browse the site adding items to your ‘basket’ and then ordering and paying by credit card.
  2. Where you already know the part number from a prior order or from the printed catalogue simply key the part numbers and quantities into the order pad on the home page. This will instantly put these products into your basket.
  3. Account Customers wishing to use their account can add items to basket in either of the ways above. For this option to be available customers need to put their account number into their registered details.


We are always happy to speak to you, especially when you have an order! So please do not hesitate to pick up the phone and ring 01621 828882


Our sales teams will process faxed orders upon receipt.

  • Fax Sales - 01621 828072


They will also deal promptly to emails recieved at:


And letters received at: Directa (UK) Ltd, Cold Norton, Essex CM3 6UA

  • Using your own order form or letterhead, please state whether you are running an existing account (quote the number if possible) or simply state new account required
  • Remember to quote the product reference of the items required
  • State clearly the desired quantity needed
  • Inform us of the delivery address, if different to that on the letterhead
  • If you have already told us of the order by phone or fax, mark the order ‘Confirmation’.

Ordering Overseas

Q: How do I order for delivery outside UK?

Directa UK has the capability to ship industrial products all over the world.

Our diverse range of products mean that we need to quote for shipping on a case for case basis.

To order for delivery outside UK (this also refers to Republic of Ireland) we recommend:

Send an email about the products you require to, ideally advise:

  • Product Name and Part Number
  • Quantity Required
  • Your Location

We will then email you back a full quotation.

Once you accept the quotation we will take payment details and arrange despatch.

Q: How do I pay for an overseas order?

The online payment process on is for UK only.

Request a quote, including or excluding shipping, to email address

A quotation will be sent by email.

Once quotation is accepted, payment can be made by inter bank transfer or for USA and Europe by credit card.