Frequently Asked Questions | Customer Support | Site King®

Frequently Asked Questions

How do I apply a coupon code?

You can apply a coupon code at the cart stage. The area is located to the left of the totals section or below on a mobile.

Discount Coupon Code

What is your returns policy?

You have the right to return an item to us for a refund or exchange within 14 days of the date you received the goods.
On the reverse of your order slip is a returns form, follow the instructions and fill in any details required regarding your order. (If you do not have this document, please enclose a note with your order number, name, reason for returning and whether you would like a refund or exchange)

Please return your items to the following address: Site King 12 Swinborne Court, Swinborne Road, Burnt Mills Industrial Estate, Basildon, Essex, SS13 1QA

Please note, consumers in the UK now have up to 30 days to return faulty/damaged goods providing the fault was in existence on delivery. Please contact us in advance before returning damaged or incorrectly sized items, we may ask for images in order to process the exchange or refund. In some cases, we may also refund your order without the need to return the item.

Items to be returned in its original packaging and packed in a good manner so it can be re-stocked / returned to manufacturer

Returns Refunds Exchanges Policy return refund

How much is delivery?

We offer delivery to locations worldwide. We also use DPD/UKmail to deliver your items as quick as 1 working day. You can see more about delivery charges and locations on our delivery page. We currently offer FREE UK mainland delivery when you spend over £75!

delivery shipping order

How I can I find the size charts?

You will be able to find the size charts on the page listed below. The sizes are broke down by brand as each brand has slightly different sizes. Size Charts

sizing size chart

What is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 190,000 online stores. Over 80 million consumers worldwide have trusted Klarna to securely handle their payments.

You can find more about Klarna's services here:

Klarna

Can you personalise clothing?

Yes, we are regularly add our customers logo to garments to create their ideal uniform. We process each order manually to ensure maximum quality. You can find the personalisation section in the navigation or alternatively click here: Personalised Workwear.

Although we aim to get your items to you as soon as possible, your items can take up to 14 days to be completed. This is due to an influx of orders and our dedication to high quality print and embroidery.

personalise embroider embroidery personalize person workwear uniform

What payment types do you accept?

We have a few different ways you can pay, these are Credit/Debit card, Apple Pay, Google Pay, Klarna, ClearPay or Paypal. If you pay via Google Pay, Apple Pay or Credit/Debit Card, your payments will be processed by Braintree. PayPal also offering the facility to log into your PayPal account. ClearPay and Klarna both offer pay later feature allowing you to delay or spread your payment across multiple weeks. The credit of this is offered to your directly through the third party and not us.

payment card klarna paypal clearpay clear pay debit amex American express visa mastercard master

I have not received a 'Forgot password email'?

If you have made an attempt to reset or recover your password but have not received a 'Forgot password' email, this could mean that you do not currently have an active account with us.

Please note, if you chose 'checkout as a guest' when placing your previous order, this will not have automatically created a customer account. Details of orders placed by guests are not accessible online and therefore cannot be reaccessed.

If you are looking for an update on order please contact us via the details listed below.

forgot password email no

How do I pay?

Once you have added your desired items to your basket, click here to navigate to the checkout: www.siteking.co.uk/checkout/cart/

Checkout Pay Basket how order

How do I place an order?

Visit the product page of the item you would like to purchase. Fill in any details regarding the colour or sizing that you require on the right hand side of the product page, then press the add to basket button.
Once you have added your desired items to your basket, click here to navigate to the checkout: www.siteking.co.uk/checkout/cart/

Checkout Pay Basket how order

Can I download my invoice?

Send us your order ID via the website's live chat feature or email [email protected] and we will get your invoice emailed over to you.

email invoice download vat copy

Can I set up a credit account?

Unfortunately we no longer offer this service for small to medium sizes businesses. We require a minimum spend of £1000 per month for any credit based accounts.

credit accounts proforma forma net pro

What time is the Basildon store open?

Our Basildon store is open Monday - Friday from 08:30 - 16:30. Some restrictions may apply if requested by the government.

basildon store opening times

When is the cut off time for next day delivery?

Orders placed before 3pm will will arrive the next day if this shipping option is selected at the checkout. Orders placed after 3pm on Thursday using this shipping method will arrive on Monday and orders placed after 3pm on Friday will arrive the following Tuesday.

Delivery cut off next day tracked dpd tracking

What PPE does my employer have to provide?

I'm afraid we don't have that information. You would need to contact your Health & Safety Rep, Union or HSE for advice.

ppe employer health safety provide does my employer

My order isn't going through.

If your order isn't going through we recommend first trying to refresh the page. If the issue persists, you can use PayPal to checkout. You will be able to use your credit/debit card and you do not need a PayPal account.

order working payment not through help stuck card

How long does it take to process a refund?

Once we have received your return a refund will be issued the same day. This can take 2-3 days to reach your account.

refund return how long when receive

How long does it take to process an exchange?

Once we have received your return your exchanged will be processed within 24-48 hours. The replacement item is then shipped using Royal Mail first class delivery and should arrive within 2-3 days.

return how long exchange

My items have arrived damaged.

If your order has arrived damaged, send us your order ID alongside images of the defective item to our team by email. The email you will need to send this to is: [email protected], Once we have the images we will look into this and issue you with a refund or replacement.

damaged broken arrived split torn

My items haven't arrived yet.

If your items are yet to arrive this could be down to a number of reasons, please check your chosen delivery method and see below.

Standard Delivery For all standard deliveries we use Royal Mail, we know that sometimes they can be slightly delayed. This is especially the case at busy holiday periods and during national events. Unfortunately, we only have limited tracking for Royal Mail so will not be able to give you an accurate timescale other than what was on your initial order. If your items have not arrived within your allocated days, we would recommend waiting additional 3 working days before contacting us.

Tracked Delivery For all tracked deliveries we use either DPD or UKMail. You will be provided tracking information for your order as soon as this becomes available. If you have not received this tracking information within 24hours of your dispatch notification please get in contact with us.
If delivery has been attempted but you need to speak to someone regarding why this was undeliverable, please contact the chosen courier via their website. This will be available via the tracking information provided.

If you still need help with your order please contact us via [email protected], Our team will then investigate your order and if needed a refund or replacement will be issued.

delivery order not arrived where my order help here not dpd tracking delivery attempt

The product I want is out of stock / The size or colour I need is not showing in the product page.

If the size or colour of the product that you would like to purchase does not show on the product page this usually means that the product is out of stock.
Send us a message with details regarding the item that you'd like by email to [email protected] or via the website's live chat feature.
Leave your email address with us and we can ensure that you are notified as soon as your desired product becomes available.

out stock not showing up size there size available where item colour

How do I cancel an order?

If you would like to cancel an order please send us your order ID via the website's live chat feature or email [email protected].
We have a very quick turnaround here so we cannot guarentee that cancellation will be possible as your order may have already been processed.
If this is the case you are welcome to refuse the items on delivery or send them back to us for a refund.

cancel order cancellation

Can I edit/add to my order.

Once an order has been placed it cannot be edited or added to.

edit change items order size modify colour

I have entered my email address wrong, can I change it?

Once an order has been placed we are unable to edit any details.

email address wrong

Where's my order confirmation?

If you are yet to receive a confirmation email, we would suggest to wait at least 10 minutes after the order time and check both your inbox and spam folder. If it still doesn't arrived it could be that your email address was entered incorrectly.

We would recommend to get in contact with us via the website's live chat feature or email [email protected]. Please include information such as your name, email address, postcode and date/time of your order.

email order placed place

Can I track my order?

If tracked delivery was selected as your preferred shipping method you will receive an email containing your DPD tracking number once the item has been shipped.

If you selected tracked delivery and you have not received this email please send us your order ID and post code via the website's live chat feature or email [email protected].

If standard delivery was selected as your preferred shipping method you will not receieve a full tracking number. Parcels shipped using this method has limited tracking information and only shows when the item was delivered.

tracked tracking dpd ukmail where order

I ordered Site King products on eBay/Amazon/Groupon can I return them here?

If you wish to return products purchased via another platform you will need to follow the returns instructions provided on those platforms. And if needed contact the seller via that platform.

ordered amazon ebay

Do you offer free returns?

Unfortunately, we do not offer free returns. If you wish to return an item to us you can do so via any courier or postal service of your choice. Any charges incurred are to be covered by the customer.

return returns free

Can I place an order over the phone?

Unfortunately, we do not currently have the facility to take payment over the phone. The best way to purchase from us is to use the website.

If you wish to place an order in bulk and do not have access to a card. Please contact us via email [email protected], ensure you include the item code, colour, size and qty.

phone telephone call

Do you accept pro forma invoices?

No, all orders must be paid in advanced before the order is processed and sent.

Alternativly, if you wish to place an order in bulk and do not have access to a card. Please contact us via email [email protected], ensure you include the item code, colour, size and qty. We will then give you instructions on how to pay via Bank Transfer.

proforma pro forma invoice bacs

Can I pay via BACS?

Yes, you can go through the checkout process and select pay via BACS. You will then be given the payment information which you will need to make a note of.

Alternativly, if you wish to place an order in bulk and do not have access to a card. Please contact us via email [email protected], ensure you include the item code, colour, size and qty.

bacs invoice pay bank transfer

Still need help?

There are three ways to contact us, by phone, by email or via our live chat. All methods are manned from 9am-5pm mon-fri. If you contact us outside these hours we will get back to you the following working day. Please remember you include your order number where possible as this helps us to speed up the process.

Telephone: 01268 590720
Email: [email protected]