Ethos Housewares, International House
Cricketers Way, Basildon, Essex, SS13 1ST, United Kingdom
Tel +44 (0)1268 505090 sales@ethoshousewares.com Fax +44 (0)1268 505095 www.ethoshousewares.com

Frequently asked questions

  • + Opening a B2B Account
    • How do I qualify for a B2B Trade account? +

      To open an Ethos B2B Trade pro-forma account, you must supply the following information. • Your company information (e.g. If applicable: VAT Number, Company Registration Number, Charity Number)
      • Your full trading address and contact details with a working email address
      • Contact information on the company owner(s) or partners
      • The names and business addresses you want to have the account set up with

      If you would like a credit account, then your business must be a limited company with 2 years trading filed with Companies House.

    • How long does it take to set up a B2B Trade account? +

      It only takes a couple of minutes to apply for a Trade Account, and we'll aim to have your account open as soon as we can.
      Before starting and to make your application as quick as possible please make sure you have the following details to hand:
      • Your company information (e.g. If applicable: VAT Number, Company Registration Number, Charity Number)
      • Your full trading address and contact details with a working email address
      • Contact information on the company owner(s) or partners
      • The names and business addresses you want to have the account set up with

      Please fill in the Ethos New Customer Registration Form.

    • Do you have a sales representative that can visit me and offer advice? +

      Yes, if you already have an account and do not have a Sales Representative, please request through our 'Contact Us' page. If you do not have a Ethos account, yet have spoken to one of our Sales Representatives, please fill in the New Customer Registration Form and quote the Sales Representatives name under your referral.

    • Can I apply for a credit account? +

      Yes. As long as the company is a limited company and has 2 years of trading accounts that have been filed with Companies House.

      If you are a new customer, please follow the link to the New Customer Registration Form and in your chosen payment method state 'Credit Account'. Once your account is set up, you will be contacted with a Credit Account Application Form. This will need to be completed and returned to Credit Control via Email creditcontrol@pmsplc.com or Post to Credit Control, PMS International Group plc, International House, Cricketers Way, Basildon, Essex, SS13 1ST.

      If you already have a pro-forma account with us, please follow the link under ‘Request a credit account’ to download a copy of the ‘Credit Application Form’

      http://b2b.ethoshousewares.com/account/credit/

      This form will need to be completed and returned to Credit Control via Email creditcontrol@pmsplc.com or Post to Credit Control, PMS International Group plc, International House, Cricketers Way, Basildon, Essex, SS13 1ST.

    • I've registered with you but I can't log in +

      If you are having trouble logging in, please fill in the 'Having trouble Logging In' section on the website log in page or contact the eCommerce Team on 01268 505050. We will aim to resolve the issue as soon as possible.

    • Can I add another person to my account so they can order too? +

      Yes, another user can be added to your account.
      On the B2B Log in page, fill in the Existing Customer - New User Form, enter the requested details and submit. A member of staff will verify the request before online access log in details are sent. Please ensure you have your Account reference number to hand and a personal working email address that will be used as the log in details.

    • Can myself and another user use the same email address? +

      No. For security reasons, we do not allow 2 users to have the same email address. Separate email addresses should be used in order for each user to have their own private log in details.

    • Can I change my password to something I find easier to remember? +

      Yes. On the 'Your Account' page, follow the link to 'Change my password'. You will have the option to change the password to a generic one we supply or choose something you will find easier to remember.

  • + Ordering
    • Do I have to order online? +

      Ordering online is simple and easy; however you can also place an order via your sales representative or by contacting the Sales Team by phone, fax or email.
      Email: sales@pmsplc.com
      Telephone: 01268 505070
      Fax: 01268 505000

    • Can I save unfinished orders? +

      Yes, any orders that have not been submitted will stay in your basket for you to return to at a later date, even if you log out.

    • What is the minimum order value? +

      There is no minimum order value for UK or overseas deliveries, however delivery charges may apply.

    • What order number do I use? +

      When placing an order, an order number will be automatically generated. This can be found on the delivery note upon delivery and on the advice note, if you have requested one. Before submitting your order, on the order summary page, you can enter your own order reference.

    • My request for a credit account is still being processed, can I still order? +

      Yes, you can still order and pay on pro-forma invoice by Credit Card, Debit Card or Bacs while your request is being processed.

    • If an item is out of stock online, can I still order it? +

      Yes. All out of stock items will be added to a back order. You will be contacted by our Sales Team once the items are back in stock.

    • Is VAT included in the price? +

      No, VAT will be added at the prevailing rate. You will be advised of the total amount payable by a member of the Sales Team after they have received your order or quotation request.

      VAT will be shown on your invoice and delivery note.

    • How do I know my online order has actually gone through? +

      Once you have placed your order, your basket will return to £0. You can review your order history under 'Your account'.

    • Do I get an order acknowledgement? +

      An order acknowledgement is not automatically sent, but you can ask for an advice note to be sent to you. A copy of your submitted orders can be found in your Order History.

    • I am having trouble submitting my order +

      Please follow these steps to submit your online order:

      1. View your basket
      2. Click the calendar icon and select a week for delivery. All dates are week commencing.
      3. Click ‘Update Basket’ and/or ‘Proceed’.
      4. Notice that the button ‘Enter Delivery Dates First’ has changed to ‘Proceed’. Click to go to the final order submission page.
      5. You are able to make changes to your order before submitting by clicking ‘Amend’
      6. Agree to Terms of Sale at the bottom of the page; enter your order reference if you have one. You can also add delivery notes in a section below the order line
      7. Click ‘Submit’ to send the order to us.

      If you are still having trouble processing your order, please contact the eCommerce Team. Tel: 01268 505050 or Email: b2badmin@pmsplc.com

    • Can I copy an order to a different delivery address or date? +

      Yes, you can do this through the reorder function in your Order History.

      • Go to Order History through Your Account.
      • Select the order you wish to repeat and click 'Reorder'. This will add all order lines and take you to your new order page.
      • Check or edit your order lines and delivery address.
      • Update your delivery request date and click ‘Update Basket’ and/or ‘Proceed’.
      • Add optional notes on the Order Summary page and then submit your order.

    • Can I add a new delivery address when I order? +

      Yes, there are two ways to add a new delivery address.

      1. If you wish to add an address but do not wish to take delivery to it at this time, please use the Contact Us form and ask us to permanently add a new delivery address to your account.
      2. If you are in the process of placing an order online, click on ‘Add new address for this order’ and follow the steps below to temporarily add an address. This can be found on the basket page.

      - Enter your postcode and click ‘Find Address’ then select the correct address from the drop-down menu.
      - Ensure your company name is included; it can be manually entered if it doesn’t show automatically.
      - Click the blue ‘Done’ button once complete and check that the new address is displayed as your delivery address.
      - After you have updated your delivery date and clicked ‘Update Basket’ and/or ‘Proceed’, you should use the notes box to advise us if you would like to permanently add the delivery address to your account.

    • Can I amend the delivery address for my order? +

      Yes, please contact the Sales Team 01268 505070 immediately to allow for your request to be made in time for dispatch.

    • Can I add another item to my existing order? +

      Yes, please contact the Sales Team 01268 505070 immediately to allow for your request to be made in time for dispatch.

    • Can I cancel my order/amend my order? +

      Any changes to your order will need to be made before submitting your order to us.

      If you have already submitted your order and your order has not yet been dispatched, you can contact the Sales Team on 01268 505070 to discuss any amendments.

    • I placed an order over the phone, but I cannot see it in my order history? +

      If you place an order over the phone or with your sales representative, this order will not show on your online account. Only orders placed on your online b2b account will show in your ‘Order History’.

  • + Payment
    • What forms of payment are accepted? +

      The following forms of payment are accepted;
      - Credit Card
      - Debit Card
      - Bacs

    • I want to pay by Bacs, what are the details? +

      For payment in Sterling only, please use the details below. Otherwise please contact the Sales Team on 01268 505070.

      SORT CODE: 60-08-46
      ACCOUNT NUMBER: 72813474
      ADDRESS OF BANK: Natwest Bank PLC, 136 The Centre, Feltham, Middlesex, TW13 4BS
      IBAN NO: GB86NWBK60084672813474
      SWIFT NO: NWBKGB2L

      Ethos also has the facility to accept the follow credit and debit card payments by telephone at no extra cost: Mastercard, Visa, Visa Electron, Maestro, Solo.

    • How long after ordering will payment be taken? +

      Once the Sales Team have received your order, they will contact you as soon as possible within office hours to confirm your order, take payment and organise delivery.

    • How do I get a copy invoice, remittance advice or debit note? +

      Please Contact us to request a copy invoice.

    • How will I receive my invoice? +

      If your order is being delivered on an Ethos van, then you will receive your invoice along with delivery. If a carrier is being used, then your invoice will be posted to you.

  • + Delivery
    • Do you ship outside the EU? +

      Yes. Please contact our Export Department 01268 505039 for advice.

    • Is there a delivery charge? +

      UK Orders over £200 are free of charge, otherwise:

      Orders under £100 = £10 Delivery Charge
      Order between £100 - £200 = £5 Delivery Charge

      For overseas delivery, please contact our Export Sales Department on 01268 505039 for applicable carriage charges.

    • Can I amend the delivery address for my order? +

      Yes, please contact the Sales Team 01268 505070 immediately to allow for your request to be made in time for dispatch.

    • Can I add a new delivery address when I order? +

      Yes, there are two ways to add a new delivery address.

      1. If you wish to add an address but do not wish to order at this time, please user the Contact Us form and ask us to permanently add a new delivery address to your account.
      2. If you are in the process of placing an order online, click on ‘Add new address for this order’ and follow the steps below to temporarily add an address. This can be found on the basket page.

      - Enter your postcode and click ‘Find Address’ then select the correct address from the drop-down menu.
      - Ensure your company name is included; it can be manually entered if it doesn’t show automatically.
      - Click the blue ‘Done’ button once complete and check that the new address is displayed as your delivery address.
      - After you have updated your delivery date and clicked ‘Update Basket’ and/or ‘Proceed’, you should use the notes box to advise is if you would like to permanently add the delivery address to your account.

    • Can I collect my order? +

      Yes. The sales team will contact you to take payment for your order (if pro-forma) and organise delivery or collection. Please state at this time that you would like to collect your order.

    • Can I specify a named day for delivery? +

      When ordering online, you will have to choose a week commencing date for your delivery. You can add special notes at the bottom of your order if you wish to request a preferred date. The Sales Team will try their best to fulfill your requirements, please consider busy periods of the year.

    • Can I track my order/delivery? +

      If you would like to know the status of your delivery, please contact the Sales Office 01268 505070 and our staff will be more than happy to help.

    • Will there be a delivery note? +

      Yes. You will receive a delivery note with your order and we recommend that you check your order upon delivery or soon after.

    • What if I missed the delivery of my order? +

      If you have missed your delivery, please contact the Sales Team as soon as possible 01268 505070.

    • Missing or incorrect items +

      If you have received a delivery with missing or incorrect items, you must always advise us in writing either via email sales@pmsplc.com or fax 01268 505000 then our Admin team will investigate and advise action if due. You will need to provide the following details:
      - Account Number
      - Order Number
      - Product Code & Description
      - Missing or Incorrect?

  • + Contact Us
    • How do I contact Ethos? +

      Please see below contact information for each department :

      Head Office
      Telephone: +44 (0)1268 50 50 50
      Opening Hours: 09:00 - 17:30
      Email: reception@pmsplc.com

      Sales Office
      Telephone: +44 (0)1268 50 50 70
      Opening Hours: 09:00 - 17:30
      Email: sales@pmsplc.com

      Transport Department
      Telephone: +44 (0)1268 50 51 10
      Opening Hours: 07:00 - 19:00
      Email: transport@pmsplc.com

      Credit Control Department
      Telephone: +44 (0)1268 50 50 13
      Opening Hours: 09:00 - 17:30
      Email: creditcontrol@pmsplc.com

    • What are your opening hours? +

      Please see following opening hours Monday – Friday for each department:

      Head Office: 09:00 - 17:30
      Sales Office: 09:00 - 17:30
      Credit Control Department: 09:00 - 17:30
      Transport Department: 07:00 - 19:00