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The Leading Rock & Mineral Wholesaler to the Gift Trade

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Our FAQ section covers a wide range of questions about your order and what we do. If your question isn’t listed, please Contact Us,  where we will gladly assist you with your enquiry.

            1. How can I place my order?
            2. I am on the website but I cannot see prices, why?
            3. Can I request a trade catalogue?
            4. How long will my delivery take?
            5. How will my order be delivered?
            6. What happens if I am not there to accept my delivery?
            7. How is the postage & packaging charge calculated?
            8. I have unpacked my box and I have a broken item, what should I do?
            9. I have reported my breakage/damages, now what happens?
            10. I have an item missing from my box but it is showing on the invoice, what should I do?
            11. I have ordered a product but it has not arrived and is not on the invoice, where is it?
            12. I ordered and paid online for my goods but not all of them arrived, what should I do?
            13. My delivery note says my goods are ‘Out of Stock’, what happens now?
            14. My delivery note says my goods are ‘Backordered’, what happens now?
            15. I always pay for my deliveries upfront, can I have a 30-day account?
            16. How can I pay my invoice?
            17. There is an incorrect charge on my invoice, what should I do?
            18. I paid for my goods online using SagePay but some of the items were out of stock, have I still been charged for them?
            19. I have lost my invoice, how can I get a copy?
            20. Where do the products come from?
            21. Are all the fossils and minerals you sell real?
            22. Are all the products you sell ethically sourced?

          Frequently

          Asked Questions

          Orders & Prices

        1. 1. How can I place my order?

          Orders can be placed via the following methods:

          Telephone – please call us on 01258 857035

          Online – please visit britishfossils.co.uk – you will need to create an online account even if you are an existing customer of British Fossils

          Email – email orders to sales@britishfossils.co.uk 

          Visit our Dorset showroom – call us on 01258 857035 to make an appointment

          Fax– fax orders to 01258 857093

          Post – send postal orders to British Fossils, Unit 2 Bailey Gate Industrial Estate, Sturminster Marshall, Wimborne, Dorset, BH21 4DB


          2. I am on the website but I cannot see prices, why?

          In order to see prices on our website, you will need to register as a trade customer. You can create an account here. Once you have created an account, a copy of our price lists can be downloaded here


          3. Can I request a trade catalogue?

          Yes, we can arrange for a brochure pack to be sent out to you. Please email sales@britishfossils.co.uk or call us on 01258 857035. Alternatively, you can request one via the ‘Contact Us’ form on the website.


          Delivery

          4. How long will my delivery take?

          Once we have received your order, delivery should be within 2 working days if you are in the UK. During busier periods such as Easter and summer please allow a little longer. Please also allow longer if you are outside the UK.


          5. How will my order be delivered?

          Your order will be delivered by FedEx. FedEx make deliveries Monday – Friday from 9am-5pm. If your order is

          particularly large we may need to send it on a pallet. If this is the case, we may call to advise you of this and arrange a suitable delivery day.


          6. What happens if I am not there to accept my delivery?

          If you are not going to be in you can advise us beforehand and we can arrange for the courier to leave your order with a neighbour or in a safe place.


          7. How is the postage & packaging charge calculated?

          UK Orders placed under the £250 carriage free amount will be calculated as follows:

          1st Box (up to 25kg) – £7.50

          Per box thereafter (up to 25kg) – £3.00

          Carriage costs for goods being delivered outside the UK are based on a per kg rate which varies by country. Please call us on 01258 857035 for a tailored quote.


          Missing/Broken Goods

          8. I have unpacked my box and I have a broken item, what should I do?

          All breakages and damaged items should be reported to us within 7 days of receipt. Please email sales@britishfossils.co.uk or call us on 01258 857035 to report a breakage or damage.


          9. I have reported my breakage/damages, now what happens?

          Once you have reported your breakage/damages to us we will either arrange for a replacement item to be sent out to you or for a credit note to be raised. Credit notes can be used against outstanding invoices or on future orders.


          10.I have an item missing from my box but it is showing on the invoice, what should I do?

          If the invoice shows that the goods have been delivered please email sales@britishfossils.co.uk or call us on 01258 857035 and we will either arrange for a replacement item to be sent out to you or for a credit note to be raised.


          11. I have ordered a product but it has not arrived and is not on the invoice, where is it?

          If the goods are not showing on the invoice and they are not in the box they are most likely to be out of stock. Please check the delivery note that would have been in the box: this should say if the goods are out of stock or are on a back order.


          12. I ordered and paid online for my goods but not all of them arrived, what should I do?

          When ordering and paying online we will only authorise your card for the order amount. Once the order has been picked, packed and invoiced and any out of stocks have been identified we will then go into your payment and release the amount we need to cover the invoice. We will only ever charge you for what we send.


          13. My delivery note says my goods are ‘Out of Stock’, what happens now?

          If the goods are out of stock this means we do not have a definite delivery date for them so they will need to be reordered by yourself.


          14. My delivery note says my goods are ‘Backordered’, what happens now?

          if your goods have been put on a back order this means that as soon as they arrive we will either send them straight out to you or call you to advise you they are back in stock. If you wish to add anything to these backorders or cancel them, please let us know.


          15. Payments and Invoices

          I always pay for my deliveries upfront, can I have a 30-day account?

          You can apply to open a 30-day credit account by completing a credit application form. You will need to provide two credit referees from other companies that you also have a credit account with.


          16. How can I pay my invoice?

          Payment can be made using the following methods:

          Cheque– quoting your invoice number and company name on the back

          BACS – please quote your invoice number or company name as the reference. Our bank details can be found on the bottom of your invoice.

          Credit/Debit card – please call us on 01258 857035 to pay using this method.
          Cash – this method can be used when collecting goods from our wholesale showroom.


          17. There is an incorrect charge on my invoice, what should I do?

          If you believe that goods have been charged incorrectly on your invoice, please email sales@britishfossils.co.uk or call us on 01258 857035 to advise us of this.


          18. I paid for my goods online using SagePay but some of the items were out of stock, have I still been charged for them?

          When ordering and paying online we will only authorise your card for the order amount. Once the order has been picked, packed and invoiced and any out of stocks have been identified we will then go into your payment and release the amount we need to cover the invoice. We will only ever charge you for what we send.


          19. I have lost my invoice, how can I get a copy?

          Please email sales@britishfossils.co.uk or call us on 01258 857035 and us and we can either email or send you a replacement copy.


          Our Products and Ethics

          20. Where do the products come from?

          We source our product from all over the world. We have spent a great deal of time over the years finding reliable and trustworthy suppliers to provide us with quality fossil and mineral products.


          21. Are all the fossils and minerals you sell real?

          Yes. British Fossils only sell genuine fossils, we do not sell replicas. All of our minerals are also genuine although some have been colour enhanced to highlight their natural beauty.


          22. Are all the products you sell ethically sourced?

          Yes. Please see our full environmental policy and statement here

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