Help
Our help section is designed to assist our online customers
in using our web site. If you have any issues that are not covered in this section
then please do not hesitate to contact us by e mail or phone.
We offer a multichannel service to our customers and you
are welcome to contact us by phone, fax or e mail. Our office
is staffed from 8.00 am to 5.00 pm Monday to Friday excluding
Bank Holidays and Christmas. Our contact details are as follows:
E mail websales@firwood.co.uk
Tel: 01204 525231
Fax: 01204 362522
Viewing the web site - The site is best viewed
using Internet Explorer 5.0 or above with a screen resolution of 800 x 600.
We require the use of cookies to be enabled in your browser settings ( see our
privacy policy for further information on cookies ) . The use of cookies enables
our server to identify the user logging on so that we can offer services such
as requisition lists, remember basket contents etc.
Logging on - Some services on the site require
the user to log on. Products can be viewed without logging on but to download
information such as Material Safety Data Sheets or to use the Technical Centre
Facility users must first log on.
First time users will be required to give us some basic information
when they first log on so that we can identify you in the future and provide
relevant information. Users should use their e mail address as their log on
identity and select a suitable password of no less than 7 characters. We recommend
that you keep your password confidential and include at least one numeric character
in it. Passwords are case sensitive so be careful to remember how you first
enter it.
Trade Customers that have credit facilities should use their
Firwood account number as their log on identity and will be provided with an
initial password. They will be required to add an e mail address when checking
out of the store.
Billing address - Please note that the Billing
Address entered must match the credit card holders registered address when paying
by credit card. Credit card information is not held against customer records
and must be entered each time a payment is made for security reasons.
Logout – Logout using the log out button
on the top right of all screens.
Forgotten passwords – If you are unable
to remember your password click on the “I’ve forgotten my password”
link and you will be prompted to enter your e mail address. If recognised we
shall e mail automatically your password to the registered e mail address. Our
staff do not have the facility to give out passwords over the telephone for
security reasons.
Using the search facility - When searching
for products or information on our web site why not use our on line search facility.
It is located on the top right of the screen.
Colour selection - We make every effort to
match colours shown on the web site as closely as possible to the actual colour
standard. However due to the variations in colour reproduction or an individual's
screen settings it is not possible to show exact shades on line. For finishing
shades we recommend that either a British or RAL colour standard is selected
and we shall match to the specific colour standard. Shade cards are available
from our Customer Services Department.
More help – If this page has not answered
your question then please e mail or call our Customer Services Team for additional
support. e mail
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