Online Help
Need assistance? We strive to offer the best service on the Net, and with this in mind you will find answers to some of our most Frequently Asked Questions (FAQs) below.

Information on deliveries
Certain items may be shipped via courier or Recorded Delivery / Registered Post. It will be highlighted at the time of checkout if the order will be shipped using one of our selected couriers. If the delivery is not delivered it can take up to 15 working days to resolve the delivery dispute. If you require the item to be shipped directly with a haulier a different delivery option may need to be selected.

How long will my security checks take?
The security checks will be completed before the delivery date you have selected. You may notice your order status as "security checks" up to the day before the delivery date - this is normal and thanks to our advanced logistics system is nothing to be concerned with. We make every effort to meet the delivery date. You can track your order status at any time by clicking here

Why has my order converted into a quote?
When you place an order, it is processed through a series of security checks to ensure that the information entered is correct. If at the point of security checking problems are discovered the status of the order will be changed to "Quote". An email will be sent to make you aware of this change and you will need to check the details and place your order again.

Why does my first order have to be delivered to my Credit/Debit card billing address?
By delivering your first order to your billing address it enables us to complete the final stages of our security checks and also helps us offer you the service of delivering any subsequent orders to the address of your choice (within the UK).

My order is due for delivery today what time will it be delivered?
Your order will be delivered between the hours of 9am and 5.30pm, unless a delivery time was selected at the time of checkout, if applicable. You can track the status of your order or delivery at any time by clicking here.

What happens to my order if I am not in when the courier attempts to deliver it?
If you are not in when our courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local depot. You then simply call them to arrange an alternative delivery date or to collect the parcel directly from your local depot, which they will be more than happy to help you with.

Why can't I log into my account?
If you are experiencing problems logging into your account first check that the email address, username and password you are using. You may also find it useful to refer to the information included in the "Welcome to Pinewrap® " email you received when you registered with Pinewrap®. If you have forgotten your password click here to be reminded. If you require further assistance please click here

What does 'Grade A' mean?
Grade A Goods are "Factory Reconditioned" to the original specification. All goods supplied are 30 day high street store (30 days) returned products. With grade A stock there is always a chance that there may be a minor cosmetic mark, Considering the price however these are considered to be very minor and will not affect performance of the product, however, please note that Grade A products can NOT be returned, are sold as seen and excluded from the Distance Selling Regulations and our Returns Procedure.

Why our Customer Support Team are unable to release information to non-account holders As a commitment to our customers we ensure that your details are kept secure. We will only release information regarding a Pinewrap® account to the account holder. When account information is requested we take each customer through a thorough security check.