FAQ

Need a little help?  Look through our frequently asked questions below to get the answers you are looking for.

Can’t find the help you need? Contact us.



My Account

Q. Is it free to open an account with you?
A. Yes, there are no hidden charges or membership costs.


Q. How do I open an account?
A. To open an account, simply enter your name, email address and contact details to create an account. The link to create account is displayed at the top, right-hand side of the screen. Enter your chosen password and confirm it on the next line.

ISS will send you an email confirmation within minutes asking you to click a link to validate the new account. If you do not receive the email, check your ‘spam’ or ‘junk’ mail folder, or contact us for additional support.

Once you have validated your account, you can use the checkout facility to enter your card details and delivery address.

Your details are kept fully secure as defined in our privacy statement.


Q. How do I access my account?
A.  You can access your account at any time by clicking the ‘Sign in’ link at the top, right-hand side of your screen.  Enter your email address, password and click to sign in.

When you have signed in to your account, you will be able to purchase products without having to re-enter your contact details. You can also review your order status, purchase and payment history.
 

Q. I have forgotten my log in details, what do I do?
A.  If you don’t have your log in details at hand, you can select ‘forgotten password’ and we will send you an email with instructions on how to reset your password.


Q. How can I delete my account?
A. To delete your account, please contact the ISS team using the contact form. We will delete your account for you.



Products

Q. Can I order all the products online that I would normally buy through my distributor?
A. Initially you will only be able to order all sealing products that you would normally purchase through your distributor. As the market place expands to include other ranges of equipment, parts and services, you will be able to order all the products that you would normally buy through your distributor.
 

Q. Can I buy products from multiple vendors in one order?
A. Yes, you can order from multiple vendors. During checkout, the ordered items will be sorted by vendor and you will receive separate deliveries and invoices.

Q. I can’t see the product that I wish to order, what should I do?
A. If you can’t see a product you are looking for, please contact us and we will discuss your requirement, or put you in touch with your nearest distributor.


Orders

Q. How can I view my recent orders?
A. You can review your recent orders by logging in to your account. Click the ‘Sign in’ link at the top, right-hand side of your screen.  Enter your email address, password and click to sign in. Once you are in the ‘my account’ screen, select ‘orders’ to review your order history.

Q. How can I track my order?
A. The status of your order is updated in the ‘order status’ section of ‘my account’. To access the ‘my account’ screen, sign in by clicking the ‘Sign in’ link at the top, right-hand side of your screen. Enter your email address, password and click to sign in. The ‘order status’ link will be visible at the top, right-hand side of the page.

 
Q. Can I order without creating an account?
A. Yes. You do not need an account to order on ISS. You can order as a guest, but each time you will have to enter your data again. For this reason, we recommend opening a free account.



Delivery

Q. What are the delivery charges?
A. Every vendor has different delivery charges.

For orders of several products, the delivery charge will be displayed on the check-out screen when you have added all the products, so you will have a total of the delivery charge.


Q. Why don’t you deliver to my country?
A. Our distributor partners provide international delivery based on their logistic processes. If for a particular product, a distributor can’t provide delivery to your country, please contact us.



Payment

Q. How can I pay for my order?
A. You can pay online using a credit card (VISA and Mastercard).

Alternatively, if your account details have been authorised as a credit-worthy customer, you can request an invoice and pay via BACS transfer. Contact us for details on how to complete a credit application.


Q. Why is an amount of 0.01 GBP blocked on my credit card?
A. During the check-out process our payment provider checks whether your credit card is valid by blocking a total of 0.01 GBP. If this test is successful, your check-out will be completed. This money will be unblocked and the actual total of your purchase will be charged.

In case you receive a request from your credit institute to confirm the block of 0.01 GBP (Visa Secure), we would kindly ask you to do so in order to allow a seamless order completion.



Refunds and returns

Q. My product is faulty, how do I arrange a return/refund?
A. Please contact the distributor you bought the product using the contact form. The distributor will work with you to help as quickly as possibly based on their conditions for returns and refunds.



Still not found the answer?  Then contact us today.