Frequently asked questions
If you have a question that is not covered here, please let us know.
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Showroom
Where is the showroom?
If you are coming to see us you can find our address, map and directions on our showroom page.
When is the showroom open?
The showroom is open from 9.00 am to 5.00 pm, Monday to Saturday. We close at 4.30 pm on Fridays.
Can anyone visit the showroom?
Yes, everyone is welcome and no appointment is necessary. We have disabled access for visitors, please contact us for further information.
Is there parking at the showroom?
We have a free car park directly adjacent to the showroom.
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Online payment and finance
What payment methods do you accept online?
We offer the following payment card types secured by SagePay
Is my order secure?
Our website uses a GeoTrust 256 bit encrypted SSL certificate.
Your payment will be
What rate of VAT will be charged?
All prices are Ex-works (as defined in Incoterms 2000) and excluding V.A.T.
V.A.T will be charged at the current rate of 17.5% -
Wishlist
How do I create a wishlist?
To create a wishlist, you must be a registered user and have logged in. Add items as required, then give your wishlist a name and description. Click on 'Save wishlist'. Your wishlist is now ready for you to revisit the next time you log in.
What is a wishlist?
A wishlist is a useful way to keep track of the items you are interested in, until you are ready to purchase them. Wishlists can be saved and also shared with other people.
Can I create more than one wishlist?
Yes, you can create numerous wishlists and save them.
How do I email a wishlist to a colleague?
When you are happy with your finished wishlist, simply click on 'share'. Enter the name and email address of the person you want to share the wishlist with. They will receive an email containing a link to view your wishlist.
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My account
What if I forget my password?
Simply click here to visit the 'Forgotten Password' page and follow the instructions.
How do I change my password, address or contact details?
Once you have registered, log in and click on My Account in the top menu bar. Update your details as required, then press the submit button to save any changes.
How do I update my email and communication preferences?
To update the information you receive from us, log in and click on My account in the top menu bar. Update your areas of interest as required, then press the submit button to save any changes.
Can I view my purchase history?
You can view your previous orders by logging in, then visiting My account. Click on Previous orders, on the left of the page, to see your purchase history.
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Advice and support
Can a sales representative visit me?
We have area sales managers covering the whole of the UK who can visit you, and bring samples where required. To arrange an appointment, please get in touch.
For those outside the UK, visit our export representation pages.How do I find out more about architectural metalwork?
Please email our architectural metalwork sales team at metalwork@andythornton.com with your enquiry.
How do I find out more about interior fit-out?
Please email our interior fit-out sales team at design@andythornton.com with your enquiry.
Can I have copies of your literature?
You can download copies of our literature for free, from our Literature page. If you would prefer a hard copy, just get in touch.
How do I contact you?
Visit our Contact Us page or visit our Showroom.
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Online orders and delivery
Will I receive an order confirmation?
Yes, when you place an order with us you will receive an email confirmation.
How much will delivery cost?
Delivery will be calculated on a sliding scale depending on weight and volume of products ordered, and your location. Delivery costs will be totalled as you add items to your basket.
When will my products be delivered?
Delivery dates will vary depending on lead times and stock of the products ordered.
What if I'm not in when you deliver?
Our carrier, DPD, will attempt to deliver twice. If they fail to deliver on the second attempt they will leave a 'sorry we missed you' card.
There will then be three alternative options:- Change delivery address (this can only be agreed by contacting Andy Thornton Ltd)
- Collection from the DPD depot
- Re-delivery at a requested date with an option to leave with a neighbour or in a safe place
All the options are displayed on the card left by DPD.
Do you deliver outside the UK?
At present, online orders can only be delivered to mainland UK locations.
If you are outside the UK please contact our sales depertment direct to place an order on +44 1422 376000How do I change or cancel my order?
Contact our sales office by telephoning 01422 376000.
What if there's a problem with my order?
Please contact us via email, at customer.service@andythornton.com
What is your refund and returns policy?
When Goods are agreed for return or cancellation the Buyer shall pay a handling and restocking charge to cover administration and inspection charges involved in accepting the Goods back to stock. The charge will be subject to variation without notice, but is currently 20% of the invoiced value of Goods. Non-standard products (supplied in accordance with Clause 4) cannot be accepted for return unless otherwise agreed.
Why aren't all items available to buy online?
At present only selected items can be bought online, although we will be expanding these ranges in future. Items which can be bought online are marked with Add to basket. Other items can only be added to a wishlist, which can be saved.
