FAQs | Selbrae House

How do I place an order?

Placing an order with us is easier than ever, if you decide you would like to place an order the following order options are available:

  1. Online – online is our easiest and quickest way to order – click here to set up an online account
  2. Telephone – Call us on 01592 654 222
  3. Email – email us at info@selbraehouse.co.uk
  4. Sales rep – call one of our reps (if applicable to your area) to arrange a visit to your store.

Mairi Scott – Scotland (Just Slate, Scottish Oak) – 07719830253

Murray Syme – Scotland (Gillian Kyle, Scott Inness, Naturally Med, Jock) – 07701069334

Richard Dexter - Greater London, Hampshire, W Sussex, E Sussex, Kent and Surrey. (Just slate, Naturally Med, Scottish Oak) – 0781505798

        5.Showroom – Call us on 01592 654 222 or email us at info@selbraehouse.co.uk to arrange a visit to our showroom in Kirkcaldy, Fife, We would love to host you for the day.

        6. Trade Shows – Find out which trade shows we are at next here

How do I order online?

You will need to register for an account, register here. Once you have registered, you will receive a confirmation email with your login details. It can take up to 24hours for your account to be activated, don’t worry we won’t have forgotten about you it can sometimes just take a little time! Once you receive your log in details via email you can log in and start adding to your basket.

How can I see your trade prices?

To see our trade prices you must create an account with us.

If you are already a registered online customer all you need to do is log in with your username and password here. Once you’re logged in all trade prices will show.

Do your prices include VAT?

All prices shown are exclusive of VAT. The current VAT rate of 20% is added at the checkout.

What are the RRPs of your items?

Each product listing states our products RRPS. We generally work with a 2.4 mark up.

How do I pay for my order?

Credit customers: If you are a customer who has a credit account you have 30 days from invoice date to make your payment.

Pro forma customers: If you have a pro forma account payment is required before your order can be dispatched. Once you have placed your order online we will contact you via telephone for payment. We currently do not accept payment online. There are two ways you can pay - via bank transfer or by card. We accept all major credit cards including American Express.

When will my order arrive?

We aim to dispatch all orders within 3-4 working days. You will receive order confirmation once you place your order and we will notify you via email when your order has been dispatched.

See delivery information section for more information.

Can I order for future delivery?

Yes of course, simply be sure to mention your preferred delivery date in the notes section at checkout.

What happens if a product is out of stock?

If a product is out of stock the expected “back in stock” date will be mentioned in the product description and you will still have the option to add it to your bag. Adding it to your bag will mean the item will be put on a back order for you. When the product is back in stock we will let you know and send it out to you, no carriage will be charged.You will not be charged for out of stock products until they come back into stock and are shipped to you.

What does 'pre-order” mean?

As an online customer you will have exclusive access to our brand new products before they officially launch. This means you can get your order in early and reserve your stock. When you place an order online it will be put on a back order and sent out when the stock arrives. The product description will confirm estimated delivery date.

What is the minimum order value?

We have no minimum order values.

I want to amend my order. Can I do this once my order has been placed?

At the moment it is not possible to do this via our website, but please give us a call on 01592 654 22 with your sales order confirmation number and we will try our hardest to update your order as soon as we can.

My order has arrived but it is damaged/wrong/I no longer want something. How do I return them?

Problem with your delivery? – please let us rectify the mistake for you. Our dispatch team work hard to make sure your order is correct, however, sometimes packing mistakes happen. If this has happened to you, we are so sorry. In the unfortunate event that your goods arrive damaged or wrong please notify us via email – info@selbraehouse.co.uk or call us on 01592 654222 within 48 hours of receipt of your items and we will do our very best to sort the issue as soon as possible.

Please inspect your outer cartons on delivery, if they look damaged we kindly ask that you sign as damaged with the courier – this will make it easier for us to make a claim through courier, if damage has incurred during shipping of course.

Unwanted goods –If you change your mind about an item we will accept the return however the initial postage and packing charge, and any further costs incurred in returning the item, is non-refundable.

Which countries do you ship to and what are your delivery charges?

We are pleased to say we can ship worldwide. Our online trade website currently caters for UK customers only. If you are interested in stocking our products internationally please contact Jennifer in our export team – Jennifer Steel Email: jennifer@selbraehouse.co.uk Tel: +44(0)1592 654 222 for more information.

Who can stock your brands?

We are pleased to supply our fantastic brands to all sorts of trade customers, from independent retailers to department stores and online retailers.  We have our brands stocked at multiple locations throughout the UK, Europe and internationally. When it comes to considering whether we can supply customers we take each new retailer on a case by case basis and we always take every effort to avoid stocking businesses in the same area with the same products. Exclusivity will be considered on a case by case basis.

I can’t remember my password, how do I sign in?

If you have forgotten or lost your password, simply click the "forgot your password" section on the log in page, you will recieve an email allowing you to create a new password. If you have forgotten or lost your username and password, simply give our customer service team a call on 01592 654 222 or email info@selbraehouse.co.uk.

Can I use your images?

We are more than happy for you to use our images, that’s what they are there for. Simply contact our customer service team on 01592 654 222 or email info@selbraehouse.co.uk and we will arrange for the images you need to be sent via Dropbox or Wetransfer.

Can I use your product descriptions?

Copying descriptions could be harmful for both parties in terms of search rankings so we don’t allow descriptions to be copied. Of course, please take inspiration but we kindly ask that you don’t copy and paste.